DirecWay Tech non-support

Most of us haven’t had to go for 25 days without service, spend more than 40 hours talking to innumerable techs, and escalate the case up to a corporate executives before someone finally decided to flip the right switch. That’s the nightmare scenario one subscriber recently lived through when her DirecWay satellite service went south.

On day one, DirecWay made a satellite change that immediately had the effect of knocking out the subscriber’s connection. “I was without both e-mail and Internet,” the subscriber wrote. “Each technician in turn took me through his own various steps of “standard troubleshooting protocol”; I wasn’t allowed to talk to the same person twice and DirecWay’s support system doesn’t allow them to call out to follow up with me even if they’d wanted to.”

On Day 25 after 40 hours of tech support and many calls to corporate officials… “I called the Hughes vice president and, after some hesitation, he said he would have one of his ‘senior guys’ call me. In less than an hour, this technician determined the settings at their Network Operations Center had been set wrong. He had them reset everything for my account on a new frequency, and I instantly had the connection. He said he thought that ‘a little more fact-finding’ could have been done earlier.” Read the compete horror story…

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