Hi Joe,
To make sure we are completely transparent I will post the complete results of your sales call review. Here are the time stamps of the sales call(CX stands for client/customer):
05:11 -SC: With the Internet, what do you guys trying to do online?
05:17 -CX: I just go work, you know, I occasionally played video games but that’s not a big deal. I don’t have a lot of time to do it. So, do you do wireless Internet?
07:22 -SC: For Internet we have a Satellite Internet option for you in your area which starts at $39.99 a month and by Bundling you’ll get an extra discount at anywhere for $5-$10 by having everything Bundle. So, I need to see few more things here to see what extra discount I can get you with that. By the end of the call, I can transfer you over to our Bundles Department who can help you set that up.
10:47 -SC: The monthly rate is just $90.98 for your TV and your Internet, and that covers all your 4 TV and DVR for you too.
11:05 -CX: Okay, how much a month?
11:07 –SC: $90.98.
11:25 -CX: Is the Internet is that for wireless or?
11:31 –CX: It’s Satellite.
11:34 -SC: Yeah. What do you offer? Do you guys have information?
11:43 –CX: Yeah. You got 5, 10 or 15?
11:47 -SC: How much is the 15? How much all of them?
11:51 –CX: The 5 is $39 a month, the $10 is $49, the 15 is $79.
11:58 -CX: Okay and what was included in the price that you gave me $90.98.
12:03 –SC: The 5.
12:05 -CX: Okay, and if I find that it’s not enough, can I call and do the upgrade or I am locked-in to what I keep.
12:13 –SC: You should be able, it’s something Bundles can answer a lot better than I could. I don’t see why it wouldn’t matter.
12:20-CX: Okay.
In summary, SC processed the DTV portion only and educated customer that we do offer Satellite Internet. Customer said that he’s into Online Gaming but it is no longer a big deal because he finds no time doing it anymore. SC provided the pricing for 5, 10 and 15 mbps package for Hughesnet and told customer that speed performance will be further explained by a Bundle Specialist. SC transferred the call to Bundles for Internet options. In line with this, Speed Restriction/ Data Allowance is integral on RCC for the Bundles offer, there was no Internet order processed on this call.
You were then transferred and their system logs show that you ordered HughesNet Prime Plus: 10 Mbps/1 Mbps- 60 GB for $49.99.
From the results we have been presented, and with the fact that during the terms & conditions read out to you at the end of the call(which touch on gaming as well), we have concluded that you were not misinformed of our service and gaming online. It does not seem like much emphasize was made about gaming online. There were no other questions asked by you pertaining to the subject either.
With this said any fees that would be charged to cancel are valid. I hope this clears up any confusion. If you have any more questions or concerns, feel free to let us know.
Thank you,
Chris
