My complaint to hughes is they fail to let the customer know about f.a.p until the service is installed. I...
Sent via e-mail and mail:
July 21, 2008
Mr. Pradman P. Kaul
President and CEO
Hughes Network Systems, LLC
11717 Exploration Lane Germantown, MD, 20876
As a long time customer (Eight Years) it is sad to see the state that Hughes has come to. I have hung in their through Direcpc, Direcway, and Hughes.net, but today I wish I was using some other system. I have both personal and business accounts with Hughes. While I applaud Hughes for trying to keep up with all of the new innovations, the procedures for implementing these changes are very amateurish, and your planners should be fired.
You can verify my accounts through today’s incident report number 2304118. Since I plan on posting this on the various blogs, I will not include additional information. Hughes did a web conversion starting July 18th for your web hosting. In the last six months Hughes has done numerous upgrades, and the implementation has been worst each time. Key data in large contact files has been lost, implementation has been started, but so poorly implemented, that it was abandoned. Hughes boosts about the ability to get e-mails anywhere in the world for travelers like me, so I have store my e-mails on line. I maintain a history of e-mails on your server to preserve them. There are at least five hundred.
But these past few days have been unbelievable. An e-mail came out from [protected]@hughesnetwebservices.com that was three short paragraphs long stating: (1) here is where you go to get your e-mails in the future, (2) we are changing our billing name, (3) here is where all of your old information is, and by the way you have seven days to “retrieve” it from the old server.
In this computer age, is it that hard to write a program to move the old e-mails, and my 300 plus contacts? I contacted your [protected] number for help. Those in India who answered your line did not even have the correct information such as the old or new website. The man that was assisting me tried to help, and was assisting me in the transfers, but it was taking hours. (and I do mean hours) This continued as he worked his way through the files, until his manager told him that he had to stop, as it was my responsibility to transfer the information, even if I had to transfer them one at a time, not in a group as he was doing.
As to the contacts list, there does not seem to be a download feature to enable you to download all at once, and if there is, the instructions are certainly hidden. As a CPA, I would be ashamed of treating my clients this way. As a litigation expert, I also know the value of maintaining these e-mails, so I have no choice but to spend the time to transfer them myself. What has happened to your customer service that you imply is there in your national advertisements.
If I had the time, I would change my business and personal e-mails. As it is I have wasted time trying to figure out the instructions that were provided, and writing this letter. That I took time to tell the CEO of the problem is an indication of how upset I am about this situation. This is one of many implementation problems I have encounter with Hughes in the last six months. If you expect to keep customers, you had better get new planners for you implementations.
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I called and ordered the hughes net 0 upfront plan. I reviewed my bank account after installation and found they charged me 479.00. They said I ordered the plan where you buy the equipment. They lied installers work on sunday and the installer came out and he took advantage of the fact I wasn't there and told my family he couldn't mount the dish on the roof so he charged 125.00 in either check or cash. I am calling my debit card company and disputing this transaction, I am also going to file with the state attorney generals office.
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It is now 11:30pm. The latest data showing on my HughNet customer usage page is 4pm. There is no hope of properly monitoring your downloads and yet you will be subject to very strict usage policies, one that will not even let you download a file as large as a show on Itunes or an update to your operating system. Daily monitoring of their usage page reveals, on average, a four-hour lag time. This lag time is unacceptable, especially on a tight table of 24-hour usage. Downloading statistics should be updated at least every 15 minutes.
This company behaves unfairly to customers in general. People who are subject to restricted use have a right to monitor their usage in REAL TIME. HughesNet.com creates random rules with harsh punishment. I have written a new slogan for them: HughesNet... it's faster than dial-up, sort-of. Actually, between about 3pm and 12am, it is as slow as dial-up, faster speeds are achieved late night, when you are asleep.
Don't waste your money or time with this company.
There is no download manager for mac / itunes. And there are strict usage policies that will have you on almost constant suspension if you own a mac and sign-up with hughesnet. I am a mac user. I was told this would be no problem when I ordered. I was concerned about of being able to download large files and questioned the salesperson. I was told could get a download manager — no problem — and download large files between 3am and 6am.
There are no download managers for itunes, which is how macs download music and video files. I have called tech support many times. I am regularly on suspension, meaning no access to the internet for 24 hours. This has seriously hurt my business. The hughesnet phone computer keeps me on hold eternally, and hangs up on me regularly. They respond to support emails with useless rhetoric and form letters.
I was tired of dial up as most of the complaints have written about. So I decided to go with hughesnet. Boy was that a mistake. I was at home when the installer put the system in and was at my pc when he fired it up. Took about 30 mins to load everything. Tools ect. So we decided to do a speed test. I had the pro plan, 1 meg down 200 kb up. The test did all of 192 kb down and 8kb up. I said hold on thats not right. Installer said it would get better in an hour or so. Back to surfing the net for an hour or so. With it dropping packets worse than dialup. The hughesnet website would not even come up with in 5 mins.
So I call tech support after the hour or so was up. Some guy I could not even understand tried to help me. I asked to be put on another sat. He said no. No help there we hung up... So I did another speed test 3 hours later (Around 11 pm) it was 200 kb down 12 kb up. I call tech support again. Same thing no help. Was told it is a shared service. I asked this guy so what do you tell the guys paying for the elite plan at 189$ a month for 3 megs down and they get about 300 kb? The tech said the more you pay the faster it is but its still shared. That sounds like fraud to me.
So I stopped payment on the 400$ check, canceled the service after contacting them 4 times in 24 hours I was told no we are not going to do anything to help you get better download speeds. I sent a letter in to the better business bureau. The bbb is still working on the complaint as we speak. I did receive a phone call from hughesnet asking me what happened I told that person the system is junk and it is fraud what you guys are doing. The person said well I checked the records and you never got to executive customer care. I said ya think? Maybe after 4 phone calls and telling the last tech I was going to stop payment on the check canceled my account (Which took about 2 seconds for them to do) maybe one of you executive persons should have called? I got a blank answer to that. I asked what happened to the customer is right policy is it dead and gone? She said no. I said yes it is have a good day.
So now I owe 199$ for something I don't even have. Plus I took the satellite system off my house and took it back to the installer myself. Now they want 300$ from me because I didn't return it. Errm yes I did back to where it came from.
Do not fool with hughesnet unless you have 400$ to throw away.
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