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Mr. Charles McClain Director, Customer Service
DirecWay
100 Lakeforest Blvd
Gaithersburg, MD 2087
Web Address: www.direcway.com
RE: Case #5502890 Customer ID:
I purchased and subscribed to the Hughes DirecWay system in
March, 2004, for my home with the system installed on March 11, 2004. I was lied to by the
sales representative in the fact that the system allows for identical access as
Cable/Broadband.
In fact nothing could be further from the truth! The system
does NOT even come close to allowing a user the access or capabilities of even the most
primitive of connections --- DIAL-UP! In fact, I had to resort to my dial-up system and
used this more then the “Always On” piece of art.
Configuring one’s computer with the so called
“optimizing program” actually modifies the client’s internet control
settings to route system traffic through a Proxy Server and then, to add another dimension
of chaos, the proxy utilizes a non-standard port (88) for internet web traffic
connections. By using port 88, the user is prohibited from using any SECURE SSL
connections, cannot establish nor use a VPN connection, and cannot access any web hosting
services requiring IP authentication. In essence it is useless except for children
“surfing” the Internet. However so I have been told that upgrading to a
“Business Account” for double or even 2.5 times the rate I could obtain a static
IP address.
While I am not an attorney, I will certainly hire one if this
is not resolved in a timely manner, but I believe an expressed warrantee was conveyed
here. I asked the right questions and was specific enough to mention VPN connections.
Either the person on the sales end was ignorant of the broad limitations of the system or
just plain out committed fraud at the least, or was a knowing party to Direcway’s
theft by deception philosophy at the very worst.
Removing the proxy server address and routing will allow
limited capabilities, but again nowhere remotely equal to what had been available using a
cable broadband system. On May 24, 2004, two months and two weeks after installation, the
total lack of support, utter frustration with arrogant customer service and a useless
internet connection, I canceled my subscription and returned my DW6000 Modem and roof
radio components in good and working condition per instructions (FedEx number 8456 0737
4101) which was received on June 9, 2004, by a J. Hood (signature proof attached).
The system and service was purchased in good faith with the
expectation that the usage and connectivity would at worst EQUAL cable performance, out
perform cable at best. Speed is useless if the ability to connect to other services,
functions and hosts are not available.
A casual search on Google with no more then
“DirecWay” entered, returned over 5,000 entries in the first few pages of
thousands, with complaints, unsatisfied clients, shoddy sales practices and lack of
service. This has to speak volumes as to the reprehensible and arrogant behavior of this
company and its management. With the solid reputation that Direct TV holds, many
unsuspecting victims fall prey to this crooked firm’s siren song.
Its time that this type of deceitful practice comes to an
end. For the board of directors, senior management and, yes, the shareholders of DTV stock
to condone the fleecing of thousands of clients is truly a crime.
I want my credit card account credited for the full amount of
$400.00. Or I want the correctly serial numbered DW6000 and radio equipment RETURNED to
me.
Stephen Beluch, sbeluch@sfbeluch.com
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