Sirius XM Radio Refusal to honor "grandfather clause" agreement on XM Radio/Internet Package Subscription New York, N.Y. Nationwide
In Aug 2005, I paid for a 3 yr subscription that included BOTH XM Satellite Radio & XM Internet. I was told by an XM rep (who later confirmed via email) that I'd be able to keep that package as long as I was an XM subscriber. And I have been till this month when I cancelled my next 3 year renewal. That's because Sirius XM refused to provide XM Internet access as part of the subscription, despite raising the rate 17.6%! Numerous requests via email and phone calls in which I presented my case for "grandfather clause" were rejected. I talked with 3 reps that promised they or a supervisor would get back to me but none did. Each ignored my assertion that I was promised the combined XM radio/Internet package for as long as I continued as a subscriber. They obliviously replied: "XM Internet is a paid service and we can't give it to you for free."
As a result of Sirius XM's negative decision, I filed a complaint with the BBB-New York office.
I received this response from a Sirius XM Corp Customer Relations representative:
We have received your rejected Better Business Bureau Complaint.
In 2005, our SiriusXM Internet Radio was included in our subscription packages as a free service.
In 2006, our services changed and the SiriusXM Internet Radio became a paid service.
Anyone, including yourself, who had the internet service in 2005 was ‘grandfathered’ in and kept the SiriusXM Internet Radio service for free until their next renewal.
When you were ‘grandfathered’ in to keep the SiriusXM Internet Radio service for free, this was until your next renewal and not for as long as we were in existence.
In 2011 when you called in about this, your outstanding balance for the SiriusXM Internet Radio was waived as a one-time courtesy.
Due to our terms and conditions, we are no longer able to provide the SiriusXM Internet Radio service to you for free.
If you have any other questions or concerns, please feel free to contact us at 1-866-578-7474, option number three.
Thank you,
Sirius XM Corporate Customer Relations
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Here's the reply email I sent back:
I must reiterate what I told you on the phone: Prior to subscribing for 3 years in Aug 2005, I was told by an XM Radio supervisor that I'd be able to retain the combo XM radio/Internet package as long as I was a subscriber. And I have been since then.
1 Updates & Rebuttals
ajwdct
Santa Clara,California,
Miscellaneous Complaints Add Insult to Injury!
#2Author of original report
Mon, August 18, 2014
1. In order to cancel your subscription, you must call 1-866-635-2349 and spend at least 1/2 hour on the phone (after a long call hold time) to answer questions from an agent.
2. In a conversation with an agent on Aug 15, 2014, I reiterated the Sirius-XM had broken their 2005 promise of providing me bundled pkg of XM radio + Internet. The agent replied, "we can change our terms and conditions without notice." That depends on how one interprets this statement from their legally binding customer services agreement:
Changes in Fees: Our fees and other charges are subject to change without notice. siriusxm.com/pdf/siriusxm_customeragreement_eng.pdf
3. No compensation or concession for the loss of XM Internet was offered to resolve my BBB complaint. Hence, I cancelled the renewal of my 3 year subscription.
4. One of the worst aspects of this ordeal -which lasted almost 6 weeks- was having to talk with 5 Sirius XM reps in their Corp Customer Service dept (located in Nova Scotia, Canada). All but the last one passed the buck to another rep without resolving my complaint. They didn't follow up with phone calls as promised and didn't do any research into my account. One provided totally wrong information (=a lie) that I had a credit applied to my account in 2011 for XM Radio when I had never ordered that as a paid service.