Saturday, August 29, 2015

Fresh from the wars

As if having computer problems here in Jersey Village wasn't enough, we have had them at the SSB.  To refresh your memory of that place, it is at the end of the earth.  There is one family that lives past us, but they get to their place a different way - they don't pass our road at all.

We have to have satellite internet there.  Now, satellite internet is a small  step above dial up.  But it is better than none.  It went out last month.  I still believe since the dish is in reaching distance from the deck, my grands who were there (you know the WILD ones) managed to pull it even though G said he really didn't believe so.  I didn't call them last month.  This month (last week) I did call them

This is Hughes Net.  Lousy company and here's why:

They could determine that the dish was out of alignment.  The cost to have someone out to repair the positioning - $30.  This is the first company I have come across that would charge that much to repair their equipment.  I was flabbergasted.  To say the least.  So, since I had been thinking of upgrading, I asked if a technician had to come out to do that.  Why yes.  Well hey, saved a bit there.  But, alas this isn't the end of this story.

Of course the call center is in India.  They try to make it seem like it isn't.  These women must work hours to get rid of most of the accent (didn't work really), and use "English" names like Susan Smith.

I was working with one who simply couldn't find the service zip code.  I gave her the county and then the mailing one.  (We are so far from Mason that our mail comes - if we had a box -  comes from a different town in a different county),  To cut to the chase, after about 30 minutes we got to the billing address.  She put our home zip code down, and sent the installer to our house in Jersey Village.

This happened on a Sunday.  I called the Customer Service number back.  I was told they couldn't help me with this.  I had to talk to the dealer.  I was frankly pissed at this point, but called the dealer.  He told me HE couldn't help me.  Now I was beyond words.  I had to call CS back.  Again, and very snottily I  might add, they couldn't help me, call the dealer.  I was ballistic.  I  wouldn't have taken my blood pressure at that point because it would have broken the machine!

To get to what I hope is the end, the dealer who is in Conroe managed to get to the dealer that services Mason County (based in Waco??).  He was going to try to fit me in on Wednesday of last week.  I knew that wasn't going to happen.  We are just too far apart.  When asked when we would be back in Mason I told him the 16th to the 22nd.  Those were the exact dates he was on vacation - flying in fact to and from California.

We set the 4th as the installation date.  So we get to be on the road for another 11 hours to go back.  But if these guys had not gotten together to work for me, I would still be out of luck.

It is time to bring our Customer Services back to the States.  I don't think the people I spoke with realize just how BIG the country is, and especially Texas.  I have to also say that Hughes Net has no Customer Service.  I have to remain with them for a year (contract), but I will spent this year searching for another supplier of satellite internet.  I know I will never get cable internet out there.  Everything has to be satellite.  But I am going to be looking.

Today I called ATT because I am sick of the lousy internet I have with them.  I do have to say, I got service - after I had to call twice because the computer wouldn't give me a real person the first time.

By the way - have a good rest of the weekend!

5 comments:

Sally said...

Yes, bring all customer service back here! Thank you!

Egads, you've really had a time, but I'm happy to see you here. :)

I have ATT (actually Uverse which is the same thing) internet, and pay 15.00/month extra for service if something goes wrong. Usually, they keep it up going great, but every once in a while, I'll do a "chat" and they're always so nice.

But, I really got messed up with Xfinity (Comcast) - they no speakee the English. UGH

Pudge450 said...

Two things.... I don't know if this is true; but, I have been told that if you request a customer service rep in the U.S., they have to transfer you to one. I have not tried this.

Also, I have been told - and it has worked for me- that when you are working your way thru the questions posed by that electronic person, if you use a bit of profanity, the computer is programmed to recognize this and switches you to a real live person. I usually just say, "I want to speak to a real d--n person. And, I get one.

And one more thing, when you receive those annoying robo calls that you cannot get away from, just say in a calm voice, "I respectfully request that you remove me from your call list, because I am feeling harassed by these calls". This alerts them that there is potential legal issues with you.

Judy said...

Wouldn't life be so much easier if all we had to do was put a 20 feet TV antenna on a steel pole next to the house?

Grandma K said...

Pudge450 you gave me some interesting ideas!!

MartiDIY said...

Yes, those are great ideas. It's finding a calm voice when you are ready to snap that is the hard part.

I totally agree that service needs to move back to the U.S. And anything that has to do with food needs to stay here as well.