- Report: #805650
Complaint Review: Hughes Network Systems LLC - Germantown, Maryland
Reported By:
Susie -
Mooresville, Indiana, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Hughes Network Systems LLC
11717 Exploration Lane Germantown,, 20876 Maryland, United States of America
Phone:
877-487-9015
Web:
www.HughesNetdeal.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Hughes Network Systems, LLC HughesNet Very slow speed, charged equip & activation fees when promised not to, horrible service from very untrained, unprofessional reps Germantown, Maryland
First, no one and none of their materials informed us that their service shuts down after a certain amount of data transfer. Theyre best plan allows for only 450 mb so to play a couple of short videos, youve maxed out your service for that 24 hour period. Talked with 4 people: the sales guy, whom I asked specifically asked twice to explain the differences between the 3 plans, the installer, Ron, and the tech person at 866.774.6580, and Tony, another tech support person.
After installation all we get for support is a postcard with no phone number help yourself via the internet.
We couldnt connect via Skype without static and echo and breaking up and shutting down. And generally, their highest speed service, the Power 200 is slow
Second, the ad I responded to said Free Standard Installation and no upfront equipment costs! However, theres a $511.22 charge on my credit card WHICH I DID NOT AUTHORIZE. My credit card company said, yes, I see theres a charge yet it didnt come through on your card.
Finally, Ive talked with 7 different reps and all but one know very little, obviously follow sripts, and explain things in terms customers dont understand or care about. I could hardly get them to cancel the service, though their materials all say cancel free within 30 days.
They kept telling me, Youre under a purchase program. That means Im charged $199.99 for equipment purchase plus an activation fee of $199.99! No one had ever said this. The only way to get it refunded is I have to call the dealer who installed it, hes the one responsible, so I need to file a complaint, ask them to send them a fax or letter (to whom he didnt say), then I have to request a call review so they can listen to the call when I ordered my service.
I asked to be transferred to a supervisor. Waited 18 mins.
Spvr said I am on a purchase plan instead of a lease plan. I said no one ever said that. She said it might be the Recovery Act program where the govt only allows a minimum number of zip codes. (Huh?) She transferred me to point of sales department to check what was disclosed to me in the first conversation. Needless to say, no resolution yet.
After installation all we get for support is a postcard with no phone number help yourself via the internet.
We couldnt connect via Skype without static and echo and breaking up and shutting down. And generally, their highest speed service, the Power 200 is slow
Second, the ad I responded to said Free Standard Installation and no upfront equipment costs! However, theres a $511.22 charge on my credit card WHICH I DID NOT AUTHORIZE. My credit card company said, yes, I see theres a charge yet it didnt come through on your card.
Finally, Ive talked with 7 different reps and all but one know very little, obviously follow sripts, and explain things in terms customers dont understand or care about. I could hardly get them to cancel the service, though their materials all say cancel free within 30 days.
They kept telling me, Youre under a purchase program. That means Im charged $199.99 for equipment purchase plus an activation fee of $199.99! No one had ever said this. The only way to get it refunded is I have to call the dealer who installed it, hes the one responsible, so I need to file a complaint, ask them to send them a fax or letter (to whom he didnt say), then I have to request a call review so they can listen to the call when I ordered my service.
I asked to be transferred to a supervisor. Waited 18 mins.
Spvr said I am on a purchase plan instead of a lease plan. I said no one ever said that. She said it might be the Recovery Act program where the govt only allows a minimum number of zip codes. (Huh?) She transferred me to point of sales department to check what was disclosed to me in the first conversation. Needless to say, no resolution yet.
1 Updates & Rebuttals
Ken
Greeley,Colorado,
USA
Here's a link to Hughes Net's site and their "Fair Access Policy"....
#2Consumer Comment
Tue, December 06, 2011
This is loosely translated to mean "we seriously oversold the service and this is the only way we have of advertising hi-speed and not crashing the satellite.
This is the link to the "Fair Access Policy."...
http://www.hughesnet.com/residential-satellite-internet/faqs/fair-access-policy.cfm
The reps and techs really can't do much for you..it's not possible to get around this "little" problem.
I've also been suspicious that their "Free standard installation", actually means, "We've never seen a "standard installation" yet.
When the Hughes Net girl extols the virtues of the service, they're careful to say "video clip", not a video.
I believe this company to be about as deceptive as any you'll find.
