I called again this morning to Huhges Net technical support. Why? Because for the third time in six months, I had no internet. Of course, the technical suppport specialist could not tell me why. Only that I needed to "power cycle" my modem. Again. This has happened twice now. The other time I had to call I waited a week for a installation technician to come to my house and move my dish back into alignment. When will it ever end? I pay for a monthly service. Out of the six months, I have paid for two weeks worth of service that I did not receive.
When I attempted to contact Customer Service, I quickly found out there is none. You can talk to a sales person, billing specialist or technical support. The billing specialist I spoke with today, explained to me that there is no Customer Service Department. I wonder why... So many phone calls reporting complaints that they decided to not have a department to handle them all? Maybe without Customer Service options on their phone log, they anticipate that people will simply hang up.
I did not. I would not. After hearing from the billing department that I would have to speak with them regading my complaint I did. Fully. I explained to the gentleman that my situation was very simple. The example I used was: If you purchased a car six months ago, and it left you broken down on the side of the road, three times since you bought it, you would go back to the dealership, right? I know I would.
No, the internet is not a car. However, the principal of the situation is, if you are paying for a product, you expect it to work. I questioned him if they were either selling an inferior product, or using inferior installation methods? I further went on to explain that over time, people such as myself will simply call to tell them not to fix their problems, just cancel my service.
I do believe that loding my complaint will not change the quality of the service. I do believe that waiting on hold for 15 minutes to speak to a supervisor that never appeared is the total extent of what I will receive from Hughe Net internet service. Absolutly nothing.
Berkeley Springs, West Virginia