Sirius XM Radio XM Radio What the heck has happened to customer service? Don't ask Sirius XM radio! Internet, District of Columbia
OK, I first bought into the whole Satellite radio thing 4 years ago. I joined up with XM Radio and got a Delphi Roady XT and was fairly happy. I had discontinued my year long commitment due to financial reasons. Last week, I got an email about a "great " new offer from Sirius-XM. So I took em up on it and wanted to reactivate my Roady XT.
Needless to say I ended up calling for help, and spoke to a woman that sounded Indian(like from India). She said I needed to upgrade my receiver and they had an excellent offer for a reconditioned Xpress and another deal on service. I agreed, she said it would only cost $9.00 to do all this plus my monthly service fee.
I had to run to work after that, and had my Roady XT all plugged in and it worked! WOW, so I thought $9-new receiver, big deal. Today, 9/30/09-I checked my bank account after this box arrives with my new receiver and I have multiple charges(2 for $25 and 1 for $80).
I called XM and spoke to a man that sounded like he was talking in a fliter or something. I explained that all I wanted to do is mail back all this unnecessary stuff and be credited-but continue service with my Roady XT. He said,"you ordered the radio, that's why you are charged this way"??
Then, he finally agrees to transfer me to the returns dep't and keeps me on hold for over 30 minutes-Before hanging up on me. Who runs this company-the post office? I have sent emails to the Better Business Bureau, Sirius headquarters, and tomorrow I will mail one to my state Attorney General's office.
This company needs to answer to someone, obviously not me the customer-for their outrageous business practices.
4 Updates & Rebuttals
Simplemind
Elcho,Wisconsin,
United States of America
Stupid Sirius
#5Consumer Comment
Sun, February 28, 2010
Watch out Sirius/XM has a new scam they like to pull on customers.
An extra music license fee they don't tell you about.
I had my Sirius radio disconnected in my car. About three weeks ago I go an offer to sign back up for 60% off. I think it was 4 months for $19.95.. 6 Months for $29.95 and one year for something like $60.00. I don't have the flyer in front of me so I can't quote the exact prices.
I called customer service and talked with all the options.. I said well sign me up and give me the total amount of charges and fees. The $19.95 plan came out to be about $30.00.. The 6 month plan $29.99 plan turned out to be $43.00.. I asked why? The customer service rep explained there are local sales taxes.. I said that should only be 5.5%.. What is the other $10.00 for? The customer service rep told me there is a $1.98 music license fee per month added to each plan.. Why can't they be up front and honest with the music license fee and add that to the charges?? If I hadn't asked about it, they wouldn't have told me..
For what its worth.. I have a Slacker G1 player. I can plug that into the audio input on my car. $40.00 per year for commerical free music, unlimited skipping songs, plus custom made stations is still a better deal. Plus I have Pandora, and Last FM on my Smart Phone. So don't need Sirius anyway..
missinStLouie
Leroy,Minnesota,
USA
"Settled" with XM..still very unhappy!
#5Author of original report
Wed, December 09, 2009
I went to my bank VP last week after I was still being billed for service I had discontinued. She advised me that she would assist in this issue as my personal banking was being affected by XM Radio. She phoned the company and had ALL charges made by XM in front of her. After she witnessed the runaround that XM is known for, she got on another line and put me on with them. The customer service rep lied TWICE during our exchange-First, she said I was never billed for anything other than service to my radio. Second, she said I never phoned XM about any wrong charges.
So I asked for a manager and after 1 hour of dinking around they agree to discontinue my subscription for $75.00!! I was appaled that this scheme even exists. I thanked my banker for helping me out-she said this is a shady operation and will let others know to be suspicious. She also said that it is very strange that every person BOTH of us talked to had a "different picture" of my account(I only had one).
Best advice doing business with XM-either DON'T or use one of those pre-paid credit cards for your transactions with this rogue outfit.
missinStLouie
Leroy,Minnesota,
USA
Language Barrier??? Yet still being charged...
#5Author of original report
Thu, October 29, 2009
I have filed a notorized complaint with my State AG and the FTC, as this company refuses to refund my bank account. To the fellow who says the only reason he sees with my complaint is the language barrier, why do they refuse to refund when it's their mistake. AND why was I charged $13 last week for service that is now cancelled???
I am more than prepared to seek paid counsel to pursue my refund and every day I have tried to collect what is due me, and I make way more than minimum wage-so this simple language barrier is going to involve compensation if they continue to act like this problem never existed.
Ronny G- by your response I am doubting you just install radios, so maybe you could convince someone you know to help ALL of our complaints with XM-not just mine with a so called "language barrier."
Ronny g
North hollywood,California,
USA
A suggestion...
#5UPDATE Employee
Fri, October 02, 2009
I am not actually a direct employee of Sirius XM..but I work for a company that sells and installs a lot of them.
I can't come to their defense in this case because I have experienced the customer service first hand..and yes..all calls are taken in India to save the company money. The language barrier causes issues,,and I myself at times wished I could reach though the phone receiver and choke the living sh*T out of the person whom I was speaking with.
Now it is apparent you enjoy the programming since you wanted to reactivate it. Sirius XM has over 18.5 million subscribers..and since most of them don't have to deal with their customer service in India as you have..they have no compliants.
I don't think the company wants to rip you off with intent or deceptive actions as they really need subscribers..they are struggling as most businesses are during this tough economy.
You dissatisfaction is really due to the language barrier..and perhaps you are mistaking it as being rude..or perhaps the person you spoke with was intentionally rude..I can't say for sure..but the language barrier is certainly a concern.
I know it can be frustrating..but keep calling until you speak to a person that understands your situation and can offer a satisfactory solution as I am sure this is a misunderstanding.
Good Luck.