The following is the dialog I had today. I think it describes the problem:
[May 14 2007 8:43:23 PM] Welcome to our chat customer support .
[May 14 2007 8:43:24 PM] George, you will be connected to the next available billing technician.
[May 14 2007 8:44:29 PM] George, you have been connected to Joyce
Joyce(May 14 2007 8:45:29 PM): Thank you for contacting HughesNet Billing Support. This is joyce. I'm more than happy to assist you with your concern.
George(May 14 2007 8:45:54 PM): I have called three times today trying to talk to a supervisor. So far, none has been available and none will return my calls. Please have a supervisor call me. My billing was more than $100 more than I agreed to and I have not received any receipt for monies paid nor have I received anything concerning the rebates you promised. The wrong credit card was charged and your agent promised that it would be corrected before installation on 27 April 2007. This has not happened.
Joyce(May 14 2007 8:47:57 PM): i understand that the wrong credit card was charged. Is that correct?
Joyce(May 14 2007 8:48:05 PM): We would like to apologize for the difficulties you are having with getting the help you need.
George(May 14 2007 8:48:19 PM): yes
Joyce(May 14 2007 8:48:40 PM): for me to help you with your issue
i need your account number please?
George(May 14 2007 8:50:41 PM): I asked that my MC card be credited and my visa be charged Account # DSS7202835
George(May 14 2007 8:55:37 PM): Are you there?
Joyce(May 14 2007 8:56:17 PM): yes. let me have your first/last name for verification please?
George(May 14 2007 8:59:07 PM): George Parker
Joyce(May 14 2007 9:00:14 PM): Let me just pull up your account, please bear with me, it will just take a moment, will that be fine with you?
George(May 14 2007 9:01:20 PM): How else will I get any service?
Joyce(May 14 2007 9:02:46 PM): you can go online to http://customercare.myHughesNet.com/ to view account history, make payments, and update billing, contact and credit card information.
George(May 14 2007 9:04:11 PM): I am aware of that. One other problem, your billing says that I still owe $10.00 Why?
Joyce(May 14 2007 9:06:23 PM): hold on sir while i'm checking on your account history. please bear with me
Joyce(May 14 2007 9:11:49 PM): sir, we can not reverse the old bill but we can update it with the new card
George(May 14 2007 9:12:19 PM): Why?
George(May 14 2007 9:13:53 PM): I tried to get it done on the 22nd of April and nothing happened. The problem is your (Not personal) fault. What about the other problems I mentioned?
Joyce(May 14 2007 9:17:45 PM): i apologize for the inconvenience sir
Joyce(May 14 2007 9:18:27 PM): please bear with me i will just check agin your account
George(May 14 2007 9:19:28 PM): That's great but it doesnot get the problem solved. Could you please have a supervisor call me? 928.785.9713
Joyce(May 14 2007 9:21:38 PM): i'm sorry sir but we can't do calls backs. you can contact us at this number 1-866-347-3292
George(May 14 2007 9:26:35 PM): Your customer service stinks. The atorney General frowns on companies who rip-off senior citizens. Do I need lodge a formal complaint to them?
Joyce(May 14 2007 9:27:48 PM): We would like to apologize for the difficulties you are having with getting the help you need.
George(May 14 2007 9:29:08 PM): I am calling the number now
Joyce(May 14 2007 9:29:20 PM): please bear with me sir, i'm looking for a better way to be able to help you with your problem
George(May 14 2007 9:31:10 PM): All I am getting is a recording. They are sending me to your web address
Joyce(May 14 2007 9:32:40 PM): that's right sir then choose billing
Joyce(May 14 2007 9:33:25 PM): Before we end this conversation I would like to provide you with the reference number for this transaction. your case ID is: 11669915
George(May 14 2007 9:34:15 PM): There is a 30 minute wait time to talk to someone. I think the Atorney General will bee more responsive.
Joyce(May 14 2007 9:43:24 PM): i apologize for the inconvenience sir, For more information regarding the program, please visit rebate.hughesnet.com.
If you have already sent in your paperwork and cannot find the status of your HughesNet rebate at www.rebate.hughesnet.com, please contact the Rebate Company directly at 888-622-9277.
Joyce(May 14 2007 9:43:43 PM): For questions pertaining to a Dealer rebate, please contact the original point of sale since each point of sale administers its own rebate program
Joyce(May 14 2007 9:43:57 PM): I hope this information helps resolve your issue. I wish I could have been of further assistance; however HughesNet Support Representatives have no access to information pertaining to the status of rebates.
Joyce(May 14 2007 9:44:26 PM): I apologize that I was not able to complete your request at this time but hope that the information I have provided you has been helpful.
George(May 14 2007 9:47:43 PM): The average brown bear would have been more help. This is one example of the reason I am against outsourcing.
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