Direcway AKA: Hughes Network Systems ripoff No Customer Service Germantown, Maryland

Actual DirecWay Subscriber Comments:
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Customer service "you can call me Charlie"

I am one of the lucky few, for almost a year my system worked at times very slow but it did work.
Then a storm brewed and BOOM lightning hit somewhere near by outside, my computer went out, the surround sound system was dead, one USB Port adapter dead, one wireless D-Link router dead and one Super heavy duty DW6000! All this was hooked up to a backup battery and surge protector all built together, boy was I lucky the APC backup and surge was ok!
After assesing all the damage I got out the laptop and hooked it direct to the DW6000 every light but the "LAN" would come on, I had saved the trouble shooting section on cd so I followed everything and still no Lan light.

Call #1 Hold for twenty five minutes and when the tech answered, I thought I pushed "1" for english,(terrible english) the tech read the same trouble shooting section I had and decided I needed a new RJ45 cable, I replied and said I have tried two cables one brand new in a package, he then informed me that for tech support to help me I will have to perform every reccomendation! He gave me a tech support trouble case number and told me have a nice day and had he ful-filled all my requests CLICK! Like an idiot I went to town for another cable which didn't make any difference!

Call #2 forty minute wait, some guy answers stating who he was and his name but I can call him Bob which I replied why do you want me to call you Bob if your name is (ewfonoen) his reply was the america's people can not pronounce some of the India peoples names! At this point I just wanted to cry, anyway I give them my tech support trouble case number and after reading the files he suggested I get a new RJ45 cable, I replied that I had just done that and with two brand new ones and a good used one, his reply was they make bad new ones, he then had me ping my internal modem connection which worked and then we tried pinging the DW6000 which would not ping. Are you ready for this yep your right I need a new RJ45 cable, I was in a state of numbness I really was, a bear could have sit down next to me and I would not have even noticed. I refused to buy another cable, he then explained that I have to follow tech supports suggestions if we are going to get my DW6000 going, again I said no, he then suggested that I down power the modem off for one hour (I think his shift would be over in fifty five minutes)and said let me give you a tech support trouble case number, which I replied I have one remember? He then proceeds to give me a new number and states I hope I have met your expectations today and do you have any more issues that I can assist you with? then CLICK!

Words can not explain the way I felt because I was so numb and just couldn't beleive that I was even going through something like this!
I unplug the modem and wait my one hour and then I tried it again and no "Lan" light so back on the phone and this time I had excatly one hour of hold time, I think they have caller ID in India and those guys were like no, no, you don't want to talk to this guy!

Call #3 A young India lady is now my tech support and her name was (hbvweifh)
but can just call me Charlie! Of course by now if you told me to call you lil bo peep I would, I just wanted my DW6000 fixed. I give "Charlie" my latest trouble case number and after she reviews my file she states ok lets see now what is it you are having trouble with? It was at this time of my life I realized that in one evening I had talked to the three dumbest humans on the planet earth and I had done so all in one evening! After Charlie finds her trouble shooting book for my DW6000 among all her other Hi-Tech support books (How to fit a square peg in a round hole manual, How to change a light bulb while standing in front of a table lamp, How to change a light bulb while standing on a ladder, ahh oh, ladder need another manual for that one)
Charlie asked about, yep you guessed it, the infamous RJ45 cable which by now I am sure if I just looked at it my never have high blood pressure was boiling! I then explained to "Charlie in a very nice way to please connect me to the dissconnect dept, she said, first lets try the advanced techinical support and I said OK (I love punishment) "Charlie" then explains that they are closed and I would have to call back in the mornning which I said OK what is there number and where are they located which her responce was just call this same number and we will transfer you to the States and give them this new advance trouble tech support case number which I wrote down, again "Charlie asked me if she had performed to my satisfaction and did I have any addtional questions or problems? I stated no, just the same one that I started out with tonight er I mean yesterday!CLICK!
Oh boy get to call and talk to an American wow I am so excited.

Call #4 I call and get an India man who said I could call him "Joe" and I said no not going to call you anything, please transfer me to the advanced techinical support in the United States and here is my advanced trouble case number, oh if it were just that easy, no first Joe wants to review the case number and then he gets back on the phone and (I know you will never believe this) after reviewing your file I beleive you need to change your RJ45 cable! I was so nice and calm "Joe transfer me now" he then agrees to but first he had to give me another advanced trouble case number and I said I already have one anyway I now have another number!
Ring Ring, Man answers in perfect English Direcway Tech support my name is Dave how may I assist you? Silence, I didn't know what to do, I wasn't even sure if I should call him Dave since he had not instructed me to.
I started at the top and after telling him all the above he said (you will not beleive this either) "you need to have your insurance company call us" I laughed so loud and asked, do you have a direct line and he said no just give them the number you have which I replied there is no one in this world that would try to contact you thru India no way! I then suggested that he send me someone out to verify that I have a problem which he agreed to and the next day.

This unmarked van met me at the house, this guy was so nice I asked if I could have his name and number to call him direct, that I would be willing to pay, but no he couldn't do that against Direcway policy. He switched my modem out and then found the receiver head was not locking signals outside so he replaced that as well. Then this loneranger kind of guy got back on his white van and rode out of my life!

Good news it works, still slow at times but it works, tonight I actually thought about upgrading to the prof. system so I called and at fifty five minuts my cordless phone went dead from holding.

I have never experienced anything this bad in my entire life as I have with Direcway! I own an HVAC company in Tulsa Ok. and trust me I didn't get my customers by treating them like Direcway has us!

I swear the above statement is one hundred percent true! Its hard to beleive but it is true!

Terry Shrum
PS I posted two E-Mail address in case Direcway goes down and again here they are
TShrum1@direcway.com
TShrum100@aol.com

Terry
Claremore, Oklahoma
U.S.A.