Every time I have an issue with Hughes (formerly Direcway) it takes hours upon hours to resolve it. The latest debacle came when I chose to upgrade to their new, faster modem. It arrived on May 1st and after following the installation directions and achieving failure, I called customer service. Well, after spending 10 minutes in voice mail hell, I finally got to the right person to help me install my new modem - or so I thought. After an hour and a half, "Abby" (not his real name - unfortunately, a person located in India) said he had to transfer me to advanced support (which is usually what happens when I have a problem - which I find to be a Godsend as the advanced support people are typically located in the US). Well guess what, I got disconnected and had to start all over again. After another trip through voice mail hell, I got "Neal". After repeating most everything I had discussed with Abby, I received another case number and he was able to transfer me to "Frappel" in advanced customer service. Well, after another hour with Frappel, it was decided that the modem that was shipped to me wasn't functioning, so he would arrange for a new modem to be shipped to my home.
Well, it arrived today. I read the paperwork and Hughes was actually going to charge me to send the non-functioning modem back! I blew my wig. After an hour of trying to get this situation resolved, while on the phone with "Rachel" (not her real name - a strong Indian accent), it was discovered that Hughes sent me a DW 7000 model (the version I currently own) not the HS 7000 model so now I have two modems to ship back. It took Rachel a few minutes to understand what I was saying and another ten to get another $20 credit to ship the second modem (which I have no use for) back. She said she would connect me to the department that would send me the correct HS 7000 model modem.
Well, I spoke with Brandy. I had to explain my entire situation again, another ten minutes and then she said she couldn't help me - wrong department. She then transferred me to someone who seemed miffed that I wanted to know his name. I explained what I needed and he said he would get the HN 7000 to me.
I am so sick and tired of dealing with the ineptitude of Hughes. If I wasn't in a situation to have satellite, I'd definitely dump them. They have no customer service. I've spent 5 hours this week trying to upgrade and am still in the same place I was when I started. If I could bill them my hourly rate, I'd be way ahead of the game. And they don't care how much time you need to spend on resolving their problems.
I can't wait to see what happens next week when I get my HS 7000 (hopefully). And now I have to make a trip to mail both of these modems back.