Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear Mr. [redacted]
In...
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on February 23, 2017. On March 22, 2017 the account was upgraded to Hughes’ Gen 5 service.
At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen5 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 5 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 10GB to 50GB per month. Hughes now has plans that include bonus bytes with 50GB. Hughes is excited to announce that there has been a new satellite launched with more bandwidth capacity and room for growth as the company expands technology. In addition the plans that come with the new satellite offer more up to speeds than the previous satellite. As previously mentioned, Mr. [redacted]’s account has been upgraded to Hughes’ newest service. Please be advised that for all customers whether it’s a new install or upgrading to Hughes’ newest satellite it does require a new the 24 month commitment period and a cost to upgrade if applicable because it is a brand new service with new equipment.
As a courtesy we will issue a credit in the amount of $199.99 representing the purchase cost of the equipment when the service was initially activated. There was a $100.00 instant credit given off the $199.99 installation charge upfront. In addition we will credit the remaining $99.99 from the initial install for a total credit of $299.98.
Per the terms and conditions of the subscriber agreement, the early termination fee is a valid charge if the service is canceled. It is suggested that Ms. [redacted] contact customer support directly if she is experiencing technical issues with the service so that we can troubleshoot to determine if there is an issue with the service. If there’s an issue on Hughes’ end that can’t be resolved we are happy to allow the service to be canceled without penalty. Full terms and conditions can be found at legal.hughenet.com.
We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted]In response to your letter dated November 13th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the unreturned equipment fees. In reviewing the account the equipment charges have been reversed. I attempted to contact the customer but was unable to reach [redacted]. I show that she was contacted by another agent on November 30th who reached out to our advanced billing department to process the refund. That agent left a message that the card on file will be refunded $324.00 within 7-10 business days depending on the customer's financial institution. I apologize for the delays and misunderstandings in getting this matter cleared. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
December 1, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]:In
response to your letter to the Executive Customer Support division of...
Hughes,
we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has
some concerns regarding the HughesNet service installed on his property. Our
Executive Customer Support was not able to locate an account. Hughes is wholly committed
to clarifying the nature of [redacted]’ concerns and expectations relative to the
account. Please be advised that customers are held responsible for the installations of satellite
dishes because they have to agree that they have the authority to have the
installations done prior to having the install done. Customers are asked by the
sales agent if they own or rent the property and if they specify they rent the
property they have to advise that they have permission to have the dish
installed. There is generally a signed document on file agreeing to the install
and location of the dish. Agents have no way of knowing if property owners don’t
permit dishes there if the customer advises otherwise. These situations must be
handled between the landlord and tenant.We
sincerely regret any inconvenience that [redacted] may have experienced and are
hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request
that our response to this complaint be accepted as closure to the case. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very
truly yours,Darron
W[redacted]Executive
Customer [email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated August 22nd, 2017 to the Executive Customer Care division...
of Hughes, it is our understanding that [redacted] has concerns regarding the extremely slow speeds he has been getting.In reviewing the documentation on the account it is clear that when [redacted] called on August 18th he was getting speeds that were dramatically slower than the 25 Mbps we advertise. All of the calls of this nature are recorded on the 18th and do not span the duration of the customer’s services from the time of install until the 18th. While we regret that the customer spent so much time and became so very frustrated on that day it does not warrant letting the customer cancel his services without an early termination fee. The first portion of the customer’s complaint regarding the customer’s speeds after his data allowance is exceeded is accurate and part of our Fair Access Policy. This policy is detailed on the site legal.hughesnet.com, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced.” If the customer finds that he is consistently running out of data there are a number of things that can be done to conserve data, or an upgrade may be in order. Our customer service agents can help with both strategies. The documentation shows on August 18th that the customer that the customer still had data remaining within his allowance but was running at a fraction of the speeds he should be getting when not subject to our Fair Access Policy. The notations on the account also record that [redacted] went through numerous trouble shooting steps and ran numerous speed tests to verify the speeds he was getting. At this point the account should have been referred to our engineering department. If our diagnostic tests show that the satellite dish and modem are working properly and you are within your plan limit further investigation is needed. This is not the type of problem a technician visit would fix. While a long day of trouble shooting and aggravatingly unacceptable customer service experiences may have driven the customer to demand such a visit, generally speaking, there is a HughesNet issue that needs to be solved internally.Currently the customer has exceeded his plan’s data limit. We would offer to refill his monthly limit of 20 GB and refer his case to our engineering department to solve the customer’s slow speeds issue. This letter will be documented in the account and approval is given to add the necessary data and we would only ask 2 trouble shooting steps which can be completed before calling, 1) power cycle your modem by unplugging the power cord at the power adapter found halfway between the outlet and the back of the modem for 30 seconds and plugging it back in, and 2) run at least one speed test on the website testmy.net to see if the speeds are still low. No further trouble shooting should be asked. The agent will then refer your case to our engineering department, who will call you back within 2 business days with a solution. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected] us why here...
April 21, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear Mr. [redacted]In response to your letter to the executive customer support division of Hughes, it is our...
understanding that Mr. [redacted] has some concerns regarding his HughesNet service.Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”“To ensure fair Internet access, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded. Subscribers who exceed this limit will experience a temporary reduction of speed.”“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted]® and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]™. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and "turn-based" games will work but games requiring a rapid response such as "first-person shooters" will be unplayable.”We suggest Mr. [redacted] upgrade his service to a higher tier. Hughes will cover the cost for (6) months to see if the new service will meet his internet service expectations. Hughes has added $20.00 off the account for (6) months. In light of Mr. [redacted]’s difficulties with our service; Hughes can waive half of the early termination fee. The equipment needs to be returned within (45) days after the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label will be shipped to the address on file for the successful return. Mr. [redacted] would need to contact me at the number below with any additional questions.We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, Ecole F[redacted]Sr. Executive Customer Support###-###-####[redacted]
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear Mr. [redacted]
In...
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s service was activated on January 7, 2017. On March 18, 2017 Mr. [redacted] requested to cancel his service and was advised of the early termination fee in the amount of $385.00 as a result of cancellation during the contractual period.
At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. A sales call review has been conducted and confirmed that Mr. [redacted] was correctly informed about the service as it relates to the capabilities regarding streaming. Please be advised a sales agent can only offer an opinion as to whether or not they feel the data allowance and speed is enough for the customer’s needs based on the information provided by the customer or that the service will work for them based on the information they receive. There was no mention of the intention of using the service for [redacted] for business or [redacted] calling on the sales call.
Please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
In light of the difficulties Mr. [redacted] experienced with our service, we will issue a credit in the amount of $192.50 representing half of the early termination fee once the fee hits the account. Mr. [redacted] has a current balance of $75.00 for token purchases which isn’t refundable. Mr. [redacted]’s purchased equipment isn’t eligible to be returned for credit as purchased equipment must be returned within the first 30 days to receive credit. Regarding Mr. [redacted]’s statement of what was paid upfront his first bill consisted of $199.99 for the purchased equipment, $199.99 for the installation and $59.99 for the monthly service plan plus taxes in the amount of $8.00.
We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
November 30, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated November 10, 2017 to the Executive Customer Care division...
of HughesNet, we contacted [redacted] in an attempt to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service and troubleshooting techniques are frustrating. [redacted] is requesting the problem fixed and two months worth of credit. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with [redacted]. We confirmed he has been working with our Advance Technical team and had an on-site visit with our technician for November 29, 2017 to address the slow speed issue. [redacted] was not home to verify if the on-site visit resolved the issue and will verify as soon as he gets home. We confirmed with [redacted] our Advance Technical team applied a $316.66 credit adjustment to compensate for service performance issue from the start of service on October 9, 2017 up to the end of the latest bill cycle of December 9, 2017. [redacted] mentioned his main reason for submitting his Revdex.com complaint was to bring attention to the troubleshooting techniques our technical team performed. [redacted] subscribes to the internet and voice service and numerous calls to our technical support team required a reboot of the internet modem which disconnected the connection with the voice service. [redacted] had to call back and start the same troubleshooting steps again and he became frustrated. Also, [redacted] mentioned he was told the reason for the slow speeds is due to a known issue in his area and HughesNet is fully aware of the problem. He asked when the problem will be corrected and our response did not offer an estimated date of resolution. HughesNet would like to apologize and please be assured HughesNet makes every effort to correct any known outages in a timely manner. Enhancement training will be provided to address these concerns. During our conversation, we discussed satellite internet does not guarantee minimum speeds and speeds will vary based on a variety of factors. Satellite latency and high peak times, are two factors we discussed. Additional information can be found at our website legal.hughesnet.com. HughesNet values [redacted]'s as a customer and we wish to retain his business. To that end, HughesNet can offer [redacted] the continued assistance of our Advanced Technical support and engineers to work with him to hopefully resolve his technical issues. In light of [redacted]’s issues, HughesNet has agreed to a one-time offer to waive 100% of the early termination fees because he has displayed his efforts to attempt to fix the issue. He escalated the issue to our Advance Technical support team, engineers and had several on-site visits and we will wait to verify if the last on-site visit resolved the issue. We asked [redacted] to share his decision before the end of his billing cycle on December 9, 2017 to avoid any additional monthly recurring charges. If we do not hear from [redacted], HughesNet can only assume the technical issue was resolved with the on-site visit. If [redacted] chooses to terminate service, it is the customer's responsibility to ship back the equipment. HughesNet provides a pre-paid shipping label to return the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact me. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
[redacted] 12/6/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. HughesNet did review all pertinent information relating to [redacted]'s concerns. Based on the investigation into his account, it was verified that the case which was escalated to the Engineering Department is currently still in Open status. The Corporate Officer handling [redacted]'s complaint contacted engineering and found out some important information. Based on the conversation, it has been validated that, unfortunately, [redacted]'s case had to be reassigned to a more advanced engineer which took place today. According to the department, his case has been expedited and he should be receiving a call from the engineer as soon as tomorrow or possibly later in the evening but no later than three business days. HughesNet's Corporate Officer also attempted to reach [redacted] on December 5th and contacted the number he provided as well as his home number. Messages were left on both contact numbers as [redacted] was unreachable. [redacted] should note that the cell number he provided in his response was also provided to the reassigned engineer. Additionally, HughesNet did review the speed test history results that [redacted] was referencing in his response on November 29th; it was verified that three tests were completed by [redacted] all in the 7:00 hour (peak time). According to the results, the upload was above [redacted]'s service plan parameters at 2.9 Mbps; however, the download was not as good and is considerably low which suggests that the proper department, which would be engineering, needs to investigate the service and determine a proper and amicable resolution. Furthermore, HughesNet would like to know if [redacted] has connected the new modem and/or received the equipment. Once the replacement is plugged in HughesNet would ask that he return the defective piece of equipment. Lastly, the service credit that was applied to his account is still valid due to the Escalated case and service issues which means he currently has a credit balance of $123.83 and will not have to make a payment for the next bill that is generated, and the remaining credit will be applied to January's invoice. Lastly, the diagnostics run currently still show a wireless coverage issue that may need to be addressed and the current download is 37 Mbps and an upload of 3.2mbps which are well above the parameters. [redacted] does still need to keep in consideration that according to the HughesNet disclaimer, “Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. In addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the Wi-Fi source and the strength of the signal, and its usage is subject to the Fair Access Policy.” Due to the new findings and the knowledge of a case reassignment that was escalated, HughesNet would like to offer our sincere apologies to [redacted] and assure him that if the issues cannot be resolved then we can reevaluate his HughesNet internet service and discuss additional options at that time. HughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
June 30, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the Executive...
Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’ account was activated on December 13, 2014. Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.” Mr. [redacted] requested to switch the account to invoice on May 7, 2015, which was completed. Regarding Mr. [redacted]’ concern of being charged for an amount he didn’t authorize, in order to make the payments online he had to register with the customer management center (CMC). A credit card has to be kept on file to be able to pay online. The system retains the card and is designed to use the card on file if there is an unpaid balance. Any past due charge collected is valid per the terms and conditions of the subscriber agreement. Regarding Mr. [redacted]’ request to be refunded for the month he hadn’t intended to pay that caused his issues, please be advised that we understand his concern however the charge is valid and can’t be refunded. We have as a courtesy issued a 12 month service credit in the amount of $5.00 to offset the invoice fee for one year. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support[redacted]
November
24, 2014 Dear
[redacted]: In response to your letter to the Executive Customer Care division of Hughes,
it is our understanding that [redacted] has some additional concerns regarding
his HughesNet service. After further review, our offer still stands and we would need to send...
a
technician to [redacted]’s site to uncover any underlying issues with his
service. We
have created a complimentary dispatch and a technician will contact [redacted] directly
to repair his service.If
[redacted] still wishes to cancel his service, he would need to contact me
directly for CANCELLATION. Hughes will waive half of the early termination fee.
Due to leasing the equipment it would need to be shipped back within 45 days of
the cancellation date to avoid being charged an unreturned equipment fee. A box
and prepaid label would be shipped to the address on file for the successful
return of the equipment.[redacted] would need to contact me at the number below to bring closure to his
concerns. We sincerely regret any inconvenience that [redacted] may have experienced and
are hopeful that our actions will serve as a demonstration of our good faith.
In the event you have any additional questions or comments, do not hesitate to
contact me. Thank you very much for your consideration. Very truly yours, Ecole FExecutive Customer Support
October 26, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service...
and the return of the radio. Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.After further review, Hughes issued a refund of the equipment fee in the amount of $220.00 to the credit card on file 10/16/2015. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,E. F[redacted]
February 13, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com [redacted]
Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on March 18, 2014 and requested to cancel his service on September 9, 2016. Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. Mr. [redacted]’s account has been credited the disputed amount of $424.00. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, D[redacted]
[redacted] 12/14/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. HughesNet did take all [redacted]'s concerns into consideration, however, according to the subscriber agreement he accepted at the time of order, “You are not required to return, and Hughes is not obligated to de-install the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.” [redacted] can reference www.legal.hughesnet.com for his entire subscriber agreement. As a courtesy to [redacted] and to reach an amicable resolution HughesNet did contact the installer who attempted to recover the radio transmitter from him and notified them that [redacted] would like to have the dish removed from his property. HughesNet has confirmed that [redacted] will receive a call from them to set this up and notify him of the cost to have this service completed. In reference to the un-returned radio charge, as previously stated, [redacted] did not allow the first installer to recover this and the $212 balance owed will remain on his account and in collections until the radio is returned to HughesNet. If he would like to dispute the validation of this fee he must contact the collection company who now is handling his account at ###-###-####. HughesNet would like to suggest to [redacted] that if and/or when the next installer goes out to his home that he allow them to complete the service order and not send them away because HughesNet has no control over the third-party contractors and they may simply refuse to attempt completion of his service order requests from here on out. HughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
January 30, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File # [redacted]Dear Mr. [redacted]:In response to your letter to the Executive Customer Care division...
of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service and is seeking a refund for returning her modem. Our Executive Customer Support representative reviewed all pertinent database records. Our records reflect Ms. [redacted] was issued a refund of $132.50 to the credit card on file on 01/14/2015. We left a message with Ms. [redacted] on 01/30/2015 to see if she had any additional concerns and we are awaiting a return call. Ms. [redacted] would need to contact me directly for cancellation of her service. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole F[redacted]Sr. Executive Customer Service###-###-####[redacted]
[redacted] 12/8/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. After further review of the pertinent details relating to [redacted]'s concerns, HughesNet still cannot find justification to waive or refund the early termination fee that was assessed due to [redacted] canceling his services. What makes this decision difficult is the fact that [redacted] placed his order online without discussing the services HughesNet offers with a qualified representative. By doing so, he would have been able to express his needs for internet use and it could have been determined whether HughesNet would have been the proper fit for him. If the need to VPN for work would have been notified prior to ordering services, at least [redacted] would have been provided the proper disclaimers referring to VPN and satellite internet. HughesNet does express our sincere apologies for the services not being able to meet [redacted]'s needs. HughesNet does stand firm with our previous decision regarding the early termination fees. The charge is valid and HughesNet is well within our legal rights to assess the fees. Additionally, due to the time lapse from canceling service [redacted]'s account is now closed and had any refund or monies be owed to him it would not be possible to issue due to the account status as of December 8th which was also clearly stated in the previous response. HughesNet realizes this is not the result [redacted] had hoped for, but there is nothing further HughesNet is able to offer him at this point. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find...
that this resolution is satisfactory to me.
Regards,
[redacted]
I was called by a [redacted] at ###-###-#### and returned her call today at 3:30pm. No answer.I left a message and no return call yet.I will return the modem and any associated indoor hardware if Hughesnet sends ma a call tag.As far as taking the dish off of my house, I don't mind waiting until we aren't in the throes ofsub-zero temperatures.- [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 17, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] [redacted] File# [redacted]Dear Mr. [redacted] In response to your letter, to the executive customer support division of Hughes, it is our...
understanding that Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. At the time of sale, Hughes can only estimate what plan would be a great fit for customers. If customers continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. “When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.”“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancellation policy.In light of Mr. [redacted]’s issues, Hughes has waived half the early termination fee and issued a credit of $162.50 to the account. The refund will post in (72) hours depending on the financial institution. It is the customer responsibility to ship back the equipment. A box will arrive within 7-10 business days and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, E F[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the work you've done to resolve this frustrating issue. I did not at any point dispute that I owed the termination fee, I just didn't appreciate that it was automatically deducted from my card without any warning, leaving me negative 1.5weeks before pay day. HughesNet was unwilling to listen or compromise in any way and that is why I contacted you. Thank you again for your work.
Regards,
[redacted]
March 17, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Regarding latest Mr. [redacted]’s concern, please be advised that we have found no evidence to support that he was offered an upgrade without commitment. As a onetime courtesy we credit the remainder of the early termination fee in the amount of $65.00. That amount will be refunded to the card on file. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
June 8, 2017
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear Mr. [redacted]
In...
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on February 23, 2017. On March 22, 2017 the account was upgraded to Hughes’ Gen 5 service.
At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen5 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 5 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 10GB to 50GB per month. Hughes now has plans that include bonus bytes with 50GB. Hughes is excited to announce that there has been a new satellite launched with more bandwidth capacity and room for growth as the company expands technology. In addition the plans that come with the new satellite offer more up to speeds than the previous satellite. As previously mentioned, Mr. [redacted]’s account has been upgraded to Hughes’ newest service. Please be advised that for all customers whether it’s a new install or upgrading to Hughes’ newest satellite it does require a new the 24 month commitment period and a cost to upgrade if applicable because it is a brand new service with new equipment.
As a courtesy we will issue a credit in the amount of $199.99 representing the purchase cost of the equipment when the service was initially activated. There was a $100.00 instant credit given off the $199.99 installation charge upfront. In addition we will credit the remaining $99.99 from the initial install for a total credit of $299.98.
Per the terms and conditions of the subscriber agreement, the early termination fee is a valid charge if the service is canceled. It is suggested that Ms. [redacted] contact customer support directly if she is experiencing technical issues with the service so that we can troubleshoot to determine if there is an issue with the service. If there’s an issue on Hughes’ end that can’t be resolved we are happy to allow the service to be canceled without penalty. Full terms and conditions can be found at legal.hughenet.com.
We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
Very truly yours,
Darron ** W[redacted]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted]In response to your letter dated November 13th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the unreturned equipment fees. In reviewing the account the equipment charges have been reversed. I attempted to contact the customer but was unable to reach [redacted]. I show that she was contacted by another agent on November 30th who reached out to our advanced billing department to process the refund. That agent left a message that the card on file will be refunded $324.00 within 7-10 business days depending on the customer's financial institution. I apologize for the delays and misunderstandings in getting this matter cleared. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
December 1, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]:In
response to your letter to the Executive Customer Support division of...
Hughes,
we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has
some concerns regarding the HughesNet service installed on his property. Our
Executive Customer Support was not able to locate an account. Hughes is wholly committed
to clarifying the nature of [redacted]’ concerns and expectations relative to the
account. Please be advised that customers are held responsible for the installations of satellite
dishes because they have to agree that they have the authority to have the
installations done prior to having the install done. Customers are asked by the
sales agent if they own or rent the property and if they specify they rent the
property they have to advise that they have permission to have the dish
installed. There is generally a signed document on file agreeing to the install
and location of the dish. Agents have no way of knowing if property owners don’t
permit dishes there if the customer advises otherwise. These situations must be
handled between the landlord and tenant.We
sincerely regret any inconvenience that [redacted] may have experienced and are
hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request
that our response to this complaint be accepted as closure to the case. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very
truly yours,Darron
W[redacted]Executive
Customer [email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated August 22nd, 2017 to the Executive Customer Care division...
of Hughes, it is our understanding that [redacted] has concerns regarding the extremely slow speeds he has been getting.In reviewing the documentation on the account it is clear that when [redacted] called on August 18th he was getting speeds that were dramatically slower than the 25 Mbps we advertise. All of the calls of this nature are recorded on the 18th and do not span the duration of the customer’s services from the time of install until the 18th. While we regret that the customer spent so much time and became so very frustrated on that day it does not warrant letting the customer cancel his services without an early termination fee. The first portion of the customer’s complaint regarding the customer’s speeds after his data allowance is exceeded is accurate and part of our Fair Access Policy. This policy is detailed on the site legal.hughesnet.com, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced.” If the customer finds that he is consistently running out of data there are a number of things that can be done to conserve data, or an upgrade may be in order. Our customer service agents can help with both strategies. The documentation shows on August 18th that the customer that the customer still had data remaining within his allowance but was running at a fraction of the speeds he should be getting when not subject to our Fair Access Policy. The notations on the account also record that [redacted] went through numerous trouble shooting steps and ran numerous speed tests to verify the speeds he was getting. At this point the account should have been referred to our engineering department. If our diagnostic tests show that the satellite dish and modem are working properly and you are within your plan limit further investigation is needed. This is not the type of problem a technician visit would fix. While a long day of trouble shooting and aggravatingly unacceptable customer service experiences may have driven the customer to demand such a visit, generally speaking, there is a HughesNet issue that needs to be solved internally.Currently the customer has exceeded his plan’s data limit. We would offer to refill his monthly limit of 20 GB and refer his case to our engineering department to solve the customer’s slow speeds issue. This letter will be documented in the account and approval is given to add the necessary data and we would only ask 2 trouble shooting steps which can be completed before calling, 1) power cycle your modem by unplugging the power cord at the power adapter found halfway between the outlet and the back of the modem for 30 seconds and plugging it back in, and 2) run at least one speed test on the website testmy.net to see if the speeds are still low. No further trouble shooting should be asked. The agent will then refer your case to our engineering department, who will call you back within 2 business days with a solution. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected] us why here...
April 21, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear Mr. [redacted]In response to your letter to the executive customer support division of Hughes, it is our...
understanding that Mr. [redacted] has some concerns regarding his HughesNet service.Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”“To ensure fair Internet access, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded. Subscribers who exceed this limit will experience a temporary reduction of speed.”“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted]® and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]™. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and "turn-based" games will work but games requiring a rapid response such as "first-person shooters" will be unplayable.”We suggest Mr. [redacted] upgrade his service to a higher tier. Hughes will cover the cost for (6) months to see if the new service will meet his internet service expectations. Hughes has added $20.00 off the account for (6) months. In light of Mr. [redacted]’s difficulties with our service; Hughes can waive half of the early termination fee. The equipment needs to be returned within (45) days after the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label will be shipped to the address on file for the successful return. Mr. [redacted] would need to contact me at the number below with any additional questions.We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, Ecole F[redacted]Sr. Executive Customer Support###-###-####[redacted]
April 5, 2017
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear Mr. [redacted]
In...
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s service was activated on January 7, 2017. On March 18, 2017 Mr. [redacted] requested to cancel his service and was advised of the early termination fee in the amount of $385.00 as a result of cancellation during the contractual period.
At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. A sales call review has been conducted and confirmed that Mr. [redacted] was correctly informed about the service as it relates to the capabilities regarding streaming. Please be advised a sales agent can only offer an opinion as to whether or not they feel the data allowance and speed is enough for the customer’s needs based on the information provided by the customer or that the service will work for them based on the information they receive. There was no mention of the intention of using the service for [redacted] for business or [redacted] calling on the sales call.
Please be advised that when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
In light of the difficulties Mr. [redacted] experienced with our service, we will issue a credit in the amount of $192.50 representing half of the early termination fee once the fee hits the account. Mr. [redacted] has a current balance of $75.00 for token purchases which isn’t refundable. Mr. [redacted]’s purchased equipment isn’t eligible to be returned for credit as purchased equipment must be returned within the first 30 days to receive credit. Regarding Mr. [redacted]’s statement of what was paid upfront his first bill consisted of $199.99 for the purchased equipment, $199.99 for the installation and $59.99 for the monthly service plan plus taxes in the amount of $8.00.
We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
Very truly yours,
Darron [redacted]
[redacted]
[redacted]
[redacted]
November 30, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter dated November 10, 2017 to the Executive Customer Care division...
of HughesNet, we contacted [redacted] in an attempt to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service and troubleshooting techniques are frustrating. [redacted] is requesting the problem fixed and two months worth of credit. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with [redacted]. We confirmed he has been working with our Advance Technical team and had an on-site visit with our technician for November 29, 2017 to address the slow speed issue. [redacted] was not home to verify if the on-site visit resolved the issue and will verify as soon as he gets home. We confirmed with [redacted] our Advance Technical team applied a $316.66 credit adjustment to compensate for service performance issue from the start of service on October 9, 2017 up to the end of the latest bill cycle of December 9, 2017. [redacted] mentioned his main reason for submitting his Revdex.com complaint was to bring attention to the troubleshooting techniques our technical team performed. [redacted] subscribes to the internet and voice service and numerous calls to our technical support team required a reboot of the internet modem which disconnected the connection with the voice service. [redacted] had to call back and start the same troubleshooting steps again and he became frustrated. Also, [redacted] mentioned he was told the reason for the slow speeds is due to a known issue in his area and HughesNet is fully aware of the problem. He asked when the problem will be corrected and our response did not offer an estimated date of resolution. HughesNet would like to apologize and please be assured HughesNet makes every effort to correct any known outages in a timely manner. Enhancement training will be provided to address these concerns. During our conversation, we discussed satellite internet does not guarantee minimum speeds and speeds will vary based on a variety of factors. Satellite latency and high peak times, are two factors we discussed. Additional information can be found at our website legal.hughesnet.com. HughesNet values [redacted]'s as a customer and we wish to retain his business. To that end, HughesNet can offer [redacted] the continued assistance of our Advanced Technical support and engineers to work with him to hopefully resolve his technical issues. In light of [redacted]’s issues, HughesNet has agreed to a one-time offer to waive 100% of the early termination fees because he has displayed his efforts to attempt to fix the issue. He escalated the issue to our Advance Technical support team, engineers and had several on-site visits and we will wait to verify if the last on-site visit resolved the issue. We asked [redacted] to share his decision before the end of his billing cycle on December 9, 2017 to avoid any additional monthly recurring charges. If we do not hear from [redacted], HughesNet can only assume the technical issue was resolved with the on-site visit. If [redacted] chooses to terminate service, it is the customer's responsibility to ship back the equipment. HughesNet provides a pre-paid shipping label to return the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event, you have any additional questions or comments; do not hesitate to contact me. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
[redacted] 12/6/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. HughesNet did review all pertinent information relating to [redacted]'s concerns. Based on the investigation into his account, it was verified that the case which was escalated to the Engineering Department is currently still in Open status. The Corporate Officer handling [redacted]'s complaint contacted engineering and found out some important information. Based on the conversation, it has been validated that, unfortunately, [redacted]'s case had to be reassigned to a more advanced engineer which took place today. According to the department, his case has been expedited and he should be receiving a call from the engineer as soon as tomorrow or possibly later in the evening but no later than three business days. HughesNet's Corporate Officer also attempted to reach [redacted] on December 5th and contacted the number he provided as well as his home number. Messages were left on both contact numbers as [redacted] was unreachable. [redacted] should note that the cell number he provided in his response was also provided to the reassigned engineer. Additionally, HughesNet did review the speed test history results that [redacted] was referencing in his response on November 29th; it was verified that three tests were completed by [redacted] all in the 7:00 hour (peak time). According to the results, the upload was above [redacted]'s service plan parameters at 2.9 Mbps; however, the download was not as good and is considerably low which suggests that the proper department, which would be engineering, needs to investigate the service and determine a proper and amicable resolution. Furthermore, HughesNet would like to know if [redacted] has connected the new modem and/or received the equipment. Once the replacement is plugged in HughesNet would ask that he return the defective piece of equipment. Lastly, the service credit that was applied to his account is still valid due to the Escalated case and service issues which means he currently has a credit balance of $123.83 and will not have to make a payment for the next bill that is generated, and the remaining credit will be applied to January's invoice. Lastly, the diagnostics run currently still show a wireless coverage issue that may need to be addressed and the current download is 37 Mbps and an upload of 3.2mbps which are well above the parameters. [redacted] does still need to keep in consideration that according to the HughesNet disclaimer, “Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. In addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the Wi-Fi source and the strength of the signal, and its usage is subject to the Fair Access Policy.” Due to the new findings and the knowledge of a case reassignment that was escalated, HughesNet would like to offer our sincere apologies to [redacted] and assure him that if the issues cannot be resolved then we can reevaluate his HughesNet internet service and discuss additional options at that time. HughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
June 30, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the Executive...
Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’ account was activated on December 13, 2014. Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.” Mr. [redacted] requested to switch the account to invoice on May 7, 2015, which was completed. Regarding Mr. [redacted]’ concern of being charged for an amount he didn’t authorize, in order to make the payments online he had to register with the customer management center (CMC). A credit card has to be kept on file to be able to pay online. The system retains the card and is designed to use the card on file if there is an unpaid balance. Any past due charge collected is valid per the terms and conditions of the subscriber agreement. Regarding Mr. [redacted]’ request to be refunded for the month he hadn’t intended to pay that caused his issues, please be advised that we understand his concern however the charge is valid and can’t be refunded. We have as a courtesy issued a 12 month service credit in the amount of $5.00 to offset the invoice fee for one year. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support[redacted]
November
24, 2014 Dear
[redacted]: In response to your letter to the Executive Customer Care division of Hughes,
it is our understanding that [redacted] has some additional concerns regarding
his HughesNet service. After further review, our offer still stands and we would need to send...
a
technician to [redacted]’s site to uncover any underlying issues with his
service. We
have created a complimentary dispatch and a technician will contact [redacted] directly
to repair his service.If
[redacted] still wishes to cancel his service, he would need to contact me
directly for CANCELLATION. Hughes will waive half of the early termination fee.
Due to leasing the equipment it would need to be shipped back within 45 days of
the cancellation date to avoid being charged an unreturned equipment fee. A box
and prepaid label would be shipped to the address on file for the successful
return of the equipment.[redacted] would need to contact me at the number below to bring closure to his
concerns. We sincerely regret any inconvenience that [redacted] may have experienced and
are hopeful that our actions will serve as a demonstration of our good faith.
In the event you have any additional questions or comments, do not hesitate to
contact me. Thank you very much for your consideration. Very truly yours, Ecole FExecutive Customer Support
October 26, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our understanding that Ms. [redacted] has some concerns regarding her service...
and the return of the radio. Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.After further review, Hughes issued a refund of the equipment fee in the amount of $220.00 to the credit card on file 10/16/2015. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,E. F[redacted]
February 13, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com [redacted]
Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on March 18, 2014 and requested to cancel his service on September 9, 2016. Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. Mr. [redacted]’s account has been credited the disputed amount of $424.00. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, D[redacted]
[redacted] 12/14/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. HughesNet did take all [redacted]'s concerns into consideration, however, according to the subscriber agreement he accepted at the time of order, “You are not required to return, and Hughes is not obligated to de-install the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.” [redacted] can reference www.legal.hughesnet.com for his entire subscriber agreement. As a courtesy to [redacted] and to reach an amicable resolution HughesNet did contact the installer who attempted to recover the radio transmitter from him and notified them that [redacted] would like to have the dish removed from his property. HughesNet has confirmed that [redacted] will receive a call from them to set this up and notify him of the cost to have this service completed. In reference to the un-returned radio charge, as previously stated, [redacted] did not allow the first installer to recover this and the $212 balance owed will remain on his account and in collections until the radio is returned to HughesNet. If he would like to dispute the validation of this fee he must contact the collection company who now is handling his account at ###-###-####. HughesNet would like to suggest to [redacted] that if and/or when the next installer goes out to his home that he allow them to complete the service order and not send them away because HughesNet has no control over the third-party contractors and they may simply refuse to attempt completion of his service order requests from here on out. HughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
January 30, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File # [redacted]Dear Mr. [redacted]:In response to your letter to the Executive Customer Care division...
of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service and is seeking a refund for returning her modem. Our Executive Customer Support representative reviewed all pertinent database records. Our records reflect Ms. [redacted] was issued a refund of $132.50 to the credit card on file on 01/14/2015. We left a message with Ms. [redacted] on 01/30/2015 to see if she had any additional concerns and we are awaiting a return call. Ms. [redacted] would need to contact me directly for cancellation of her service. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole F[redacted]Sr. Executive Customer Service###-###-####[redacted]
[redacted] 12/8/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. After further review of the pertinent details relating to [redacted]'s concerns, HughesNet still cannot find justification to waive or refund the early termination fee that was assessed due to [redacted] canceling his services. What makes this decision difficult is the fact that [redacted] placed his order online without discussing the services HughesNet offers with a qualified representative. By doing so, he would have been able to express his needs for internet use and it could have been determined whether HughesNet would have been the proper fit for him. If the need to VPN for work would have been notified prior to ordering services, at least [redacted] would have been provided the proper disclaimers referring to VPN and satellite internet. HughesNet does express our sincere apologies for the services not being able to meet [redacted]'s needs. HughesNet does stand firm with our previous decision regarding the early termination fees. The charge is valid and HughesNet is well within our legal rights to assess the fees. Additionally, due to the time lapse from canceling service [redacted]'s account is now closed and had any refund or monies be owed to him it would not be possible to issue due to the account status as of December 8th which was also clearly stated in the previous response. HughesNet realizes this is not the result [redacted] had hoped for, but there is nothing further HughesNet is able to offer him at this point. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find...
that this resolution is satisfactory to me.
Regards,
[redacted]
I was called by a [redacted] at ###-###-#### and returned her call today at 3:30pm. No answer.I left a message and no return call yet.I will return the modem and any associated indoor hardware if Hughesnet sends ma a call tag.As far as taking the dish off of my house, I don't mind waiting until we aren't in the throes ofsub-zero temperatures.- [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 17, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] [redacted] File# [redacted]Dear Mr. [redacted] In response to your letter, to the executive customer support division of Hughes, it is our...
understanding that Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. At the time of sale, Hughes can only estimate what plan would be a great fit for customers. If customers continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. “When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.”“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancellation policy.In light of Mr. [redacted]’s issues, Hughes has waived half the early termination fee and issued a credit of $162.50 to the account. The refund will post in (72) hours depending on the financial institution. It is the customer responsibility to ship back the equipment. A box will arrive within 7-10 business days and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, E F[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the work you've done to resolve this frustrating issue. I did not at any point dispute that I owed the termination fee, I just didn't appreciate that it was automatically deducted from my card without any warning, leaving me negative 1.5weeks before pay day. HughesNet was unwilling to listen or compromise in any way and that is why I contacted you. Thank you again for your work.
Regards,
[redacted]
March 17, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Regarding latest Mr. [redacted]’s concern, please be advised that we have found no evidence to support that he was offered an upgrade without commitment. As a onetime courtesy we credit the remainder of the early termination fee in the amount of $65.00. That amount will be refunded to the card on file. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]