disappointed in bill and HughesNet

[swcarson11]

We had a problem a few weeks ago. Our phone quit. I contacted tech support and they told me how to fix it. I did the reset as instructed and it didn't fix the problem. They said I could get a tech to come fix it for a few. We had to say yes because we needed a phone. The tech came several days later (all this time with no phone) and tried the same reset I was told to do. It didn't work or fix the problem. He had to replace a box. So why do I have to pay for replacement of new/broken equipment ? If I couldn't manage the reset process and they could, that would be different. But the equipment was broken. I could have spent days doing the reset they told me to do and nothing would have happend. I don't think we should be charged for the tech visit since it was their equipment failing. The equipment was newly installed in Nov 2017 when we started with HughesNet. Not a happy customer.

[bare65 · Accepted solution]

@swcarson11

Good morning 🙂

We have two Hughesnet employees (corporate level) who moderate the community Mondays - Fridays 9am -5pm ET.

@Amandabeing one of those employees.

I'm sure she can look into this for you when she gets online..

As a customer myself, I would like to hope that if this equipment was indeed faulty in some way that it would/should be replaced at no cost to the customer, especially as you just had this service/equipment recently installed. I'm not sure if there is some kind of manufacturer warranty on the equipment or not..

Like I said though, I'm sure @Amanda or @Liz can look into this for you, and, depending on their findings, possibly reverse those charges for you.

[Liz]

Hi swcarson11,

I'm glad you found the community, thank you for posting. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.