Forum Discussion

IntheSticks's avatar
IntheSticks
Sophomore
6 years ago

Modem return problems

Having issues with Hughesnet after shipping back a dead modem. First, here's a little background :: 1. Modem would not connect to internet, only 2 lights on. Called HN tech support, CSR asked me if ...
Unreturned Equipment Fee
  • Damian's avatar
    Damian
    6 years ago

    Hello Michael,

     

    I apologize for the delay in response. It does appear there was miscommunication internally regarding the return of your equipment. Our agents attempted to reach out to you twice on the 15th. We wanted to inform you that as of 4/14/2019, a credit of $125 has been issued back towards the account. This means once your next bill generates, the credit that was issued will cover it, essentially giving you a free month of service in addition to money off of the next bill after. I apologize for any inconvenience this may have caused you and I appreciate your understanding. 

     

    -Damian

maratsade's avatar
maratsade
Distinguished Professor IV

If you don't hear from anyone by Friday, I suggest maybe you drop a private message to one of the mods here.

 

IntheSticks wrote:

Yes - I hope they can !! There seems to be a disconnect between shipping/receiving and customer service. Also, it is extremely frustrating to get different information depending on which CSR I talk to - I reckon the CSR that tried the snowstorm story wanted to go on break and not spend 45 minutes correctly diagnosing the modem issue..................:/

 

IntheSticks's avatar
IntheSticks
Sophomore
6 years ago

Thanks for the suggestion maratsade - I really quite angry about this - angry at myself for not getting a UPS tracking number, I should know better !!
I've used UPS forever - both as a shipper and as a recipient, and never, not even once did a package get lost.
So, I'm sure the returned modem is somewhere in HN's inventory despite what 1 of the 3 CSRs I've contacted believes :(

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    6 years ago

    Looks like the issue has been fixed!  And I know how frustrating miscommunication can be, and how easy it is to kick oneself over stuff.  I hope you'll forgive yourself (take yourself out for a drink!) now that there's been a resolution. 

     

    IntheSticks wrote:

    Thanks for the suggestion maratsade - I really quite angry about this - angry at myself for not getting a UPS tracking number, I should know better !!
    I've used UPS forever - both as a shipper and as a recipient, and never, not even once did a package get lost.
    So, I'm sure the returned modem is somewhere in HN's inventory despite what 1 of the 3 CSRs I've contacted believes :(