Complaint Review: Directway/ HughesNetwork - Germantown, Maryland

This is the transcript of the SECOND chat I had with this support person, Debbie. Please, BUYER BEWARE! We just spent tons of cash on this system and we are getting worse than dial up speeds!!!! We get NO help and then the B****tch hangs up on me!!!!

Case ID for June 4, 2006 Case ID 9751148

Case ID for June 4, 2006 Case ID 9751148. We just got done redoing everything we've already done prior to contacting support and we are still at ground zero with 19 kbps on the upload. We just unplugged our 7000 for 30 secs and reran the upload test and still the same. We cleared our cache, we ran the optimization software. Our download is fine. Our upload sucks. Please give us some instruction as to how to get acceptable upload speeds.

Please wait ...

mydirecway.com/

debbie has arrived to help you!

debbie says, "Thank you for contacting HughesNet Technical Support. My name is Debbie"

debbie says, " Before we go ahead & proceed further Could you confirm me your Email Address , Site ID and the Name on the Account and your Billing Telephone number?"

You say, "Is there possibly a supervisor that could maybe help us?"

You say, "Debbie, it is the Perkins again. We just got off the chat with you. Please open the CASE Id I sited"

debbie says, "Just give me minute"

debbie says, "ok So i am chatting with Daniel right"

You say, "Daniel and Kathy. Kathy is typing."

debbie says, "alright i would really appreciate if you can call us on the voice support "

You say, "We have no phone coverage or else we would"

You say, "We rely on the upload for phone coverage and that is why this is such an issue"

debbie says, "I regret for the inconvenience you are facing."

debbie says, "I understand your frustration. If I were in your place, I would have been frustrated too."

You say, "So what do we do to get acceptable upload speeks"

You say, "speeds"

debbie says, "Are you aware of the Fair Access Policy (FAP) of hughesnet?

If you download more that 169Mb within 4 hr you get covered under Fair Access Policy (FAP), result of which your browsing speed will slow down and if you still continue to download your browsing will be stop.

Please go to mydirecway.com and at the bottom of the page you can read of the policy in detail.

If you wish to download a file which is more than 169Mb, you can use a software called Download manger which breaks the file then let you download the complete file without getting covered under FAP.

For this software either you can search on the internet or can contact your software vendor.

To check you usage, you can goto www.myxxxxnet.com and under Help Center, please click on the option "Check my usage"."

You say, "Debbie, we don't do this. We rely on our internet for Skype and so what you are saying isn't really relevent to this problem."

You say, "We need to get acceptable upload speeds regardless of our phone situation. We are only getting 19 Kbps and 680 on the download"

You say, "Can we focus on the issue of the upload? Please?"

debbie says, "Kathy the we have tried each and every step "

You say, "So how do we get our money back?"

debbie says, "the only option which is left is of voice support"

You say, "Please give let me chat with a supervisor"

debbie says, "So in order to get the money back you still need to contact the billing dept"

debbie says, "Ma m the supervisor is busy taking call "

You say, "I want to talk to a supervisor and we can't call on a phone. We just spent over $1500 on this system and we expect to get support tonight and since we don't have phone access this is the way we need to get support"

You say, "I will wait for the supervisor. What is his/her name?"

debbie says, "ALRIGHT JUST GIVE ME 2 MINUTES I AM LOOKING FOR THE ANOTHER SUPERVISOR"

You say, "Good."

debbie says, "thank you very much for being online"

debbie says, "As I have try my best however My superficial is busy right now"

debbie says, "In this case I can suggest you to contact us on voice support"

You say, "I need to talk to this person. They won't be busy all night right?"

debbie says, "I understand This is rarely a tough time for you."

debbie says, "However there are few things or steps which we can't perform on chat support"

debbie says, "for that we need a real time troubleshooting."

You say, "Please don't suggest the same thing over and again when you know the answer. WE DON'T HAVE PHONE ACCESS!"

debbie says, "This is what I want you to understand"

debbie says, "So you tell me how we perform connectivity test"

You say, "Debbie, I want to talk to a supervisor. Please put this person on."

debbie says, "I am sorry I can't provide you the superficial on chat"

You say, "What is their name and how do I contact the supervisors?"

You say, "superficial? Do you mean supervisor???"

debbie says, "you can connect the superficial on 1-866-347-3292"

You say, "I thought you looked for them but they were busy?"

debbie says, "we can't provide superficial on the chat"

You say, "How will we do that when we don't have phone access?????"

You say, "I fully intent on copy/pasting this discussion if you continue to put me through this red tape. I need help and I need a supervisor."

debbie says, "I can provide you that however you can contact us through an e-mail"

Your consultation has ended

debbie leaves.

K

San Diego, California
U.S.A.