Complaint Review: Sirius Satellite Radio - New York New York

Jamison, I am sorry but Sirius got what they asked for, plain and simple. Poor, if not non existant customer support, don't advertise a rebate and then try to reneg on it for any and every reason under the sun, and don't hang up on your customer, and then write in your log the customer hung up. Don't promise something or to get back to the customer and never intend to do it. No it's NOT finished up, too many people have been ripped off by Sirius and not helped the customers, rememner it's easier to keep a customer, than it is to regain them after you have gone. These are just a few that have taken the time to write, how many have not written, and just gave up and cancelled Sirius, there is another Satellite Radio out there for now, but soon to be a joint venture. I had the other radio for a while and spoke to their CSR's too, what a difference. Sorry, there is NO excuse or making up for being rude and discourteous to your customer. And Jamisone, the only ones who had an attitude were the Sirius CSR's. Loyal customers were asking for something due to them, for help and were only to be put on hold, hung up on, and lied to, talk about an attitude. Thanks for your comment, but screw me once shame on you, screw me twice shame on me !

Ok i just wanted to say how much i really hate that the whole company get's a bad rep becaues of a perticular call center site now if you had called to get that status of the rebate we get the same info you have and we do have to place you on hold to get the matter escalated inorder to override the rebate. And IT IS AND ENTIRELY DIFFERENT COMPANY that handels the rebates but we can override it and would be more that happy to when the customer calls without an attitude..not saying you personally sir but just customers in general but that's all i wanted to say...

Bernard, you may have a few points, but you want the absolute truth, I will give it to you straight. Sirius, as with most large companies, are outsourced. You, being as professional as you sound, should know what I'm talking about. If not, or for anyone reading this who does not know what this means; it means that thre are several sites to which handle different departments, who, in most cases do not have contact between one another, which makes it really hard when handling a case that does not belong to that particular department. Customer Service, just for one example, happens to be spread amungst at least 4 sites, online ordering has 2, warranty has one (which is altogether seperate from customer service, and then you have rebates, which is something altogether seperate again, and nobody in customer service has access to information on that except for the same tracking device YOU, the customer would use, to trace it. So, you see Bernard, this is what makes our (the customer service agents) job harder than you might think, and this is what i was saying when I said that we DO want to help, but our hands are tied in most cases do to that and several other reasons. Another reason being that we have certain tools we have access to, and that is it. I do not in any way want to make you out to be the enemy, Bernard, as I know you are not. You are just a customer who honestly had a rough go with the whole thing, and I can appreciate that, but it was the way you went about everything, and bash Sirius to death, is what i did not consider to be fair. If I personally had of handled that case Bernard, I would have got your rebate one way or another. Even if it meant placing the credit on your account, and refunding it to you on your credit card (which is the last resort, but i have done it in these extreme cases). I appolgise to you if you took everything I said the wrong way, and yes, the Howard Stern comment might have been a bit over the top, but I thought it would make for a great segment (free for all call in with complaints). Anyway, getting back to it Bernard, please don't refer to ALL customer service agents as beeing non helpful because i beg to differ, but there is no doubt in my mind that there is situations where things are not handled properly, or in a timely manner in which they should be, and your case happened to be one of them. Look at it this way though Bernard, for close to 7 million subscribers, less than 50 complaintants isn't really alot considering although ZERO would be the altimate goal in ANY company. I do sincerely appoligise though Bernard, on behalf of Sirius for the bad experience you have endured, and also for anything I may have said that may have offended you.

Here we go again, Heather rants about how good Sirius customer service is. No I did NOT think highly of Sirius Customer Service. Yes indeed Sirius Customer service is far from excellent, and saying it's Bad is a downright compliment, for rebates. It's a shame that you are a supervisor, and make comments without having the facts. Also to equate me to Howard Stern, that was real childish, and not from someone who should be in a supervisory position. Never in the forum have I said anything that was untrue and I have never taken the low road as you have. I guess the truth hurts. You never answered the questions I put forward only attacked me as an enemy. I have only dealt with the one location that you call by the 800 Number, and I don't know or care where it is. Since you are from Canada and do customer service from there it's better than when Sirius was only in the US. It took 14 phone calls and No results here in the US. I was fair and pleasant to all the CSR's I spoke to supervisors, and some were polite and promised to take care of it, Bottom line is it was all lip service, with Nothing done ! Look at the complaints especially for rebates, and then look at the number of complains for XM. Most Complaints are NOT for the service but for Promised Rebates. Customers in good faith followed the rules, and were rejected. Now look at you last comments, First I never said I was perfect, I get the job done and don't lie to my customers. Also you said I had too much time on my hands for a $30 rebate, The fact is it was for two $50 rebates totaling $100 US. Also the employees of Sirius did not look over the case after 14 phone calls, and the New York Attorney General did have time to investigate. I have letters sent to Sirius from the New York Attorney Generals Office, signed by Gilberto Badillo Bureau of Consumer Frauds and the New York State Consumer protection Board, signed by Kathleen Adams Consumer Advisor. These letters were answered by a Sirius Employee. on Sirius Letterhead t overide the rebate rejection. Please check with Azure Rae of Sirius Customer Care Coordinator Phone 212-584-5118 I guess you did not see this correspondance because you are NOT as important as you may think you are. I am not asking for perfection, But at least tell me the truth, don't lie and don't rip off a customer, by advertising a rebate and then not giving it for a majority of invalid reasons. In conclusion, why does it take 14 phone calls that accomplish nothing and a written complaint to the Attorney General and to the State Consumer protection to get a promised rebate ???

Well, Bernard, like i said in my first post, I don't know who you were speaking to, but I myself don't have to go to a supervisor because I AM the supervisor, and i was telling you informatively what you should have done. And, BTW, you didn't get your rebate because of the Attorney General, you got it due to 14 phone calls in, and somebody actually had the authority to override the rebate. I have yet to hear from or see a written letter from an Attorney General, and i doubt very highly he or she would have the time to review small issues like that. I think they would get filed under "G". Furthermaore, I personally have YET to have a dissatisfied customer and emails go out to the customers I deal with for them to score me, and I score the highest possible. It's all in who you speak to Bernard, and how you treat them. You being in customer service would know, right? But, i think you would make an AWESOME Howard stern candidate for a very comical segment.Who knows, you could make some great money for it!

Okay Bernard, obviously you do no think highly of sirius customer service, that's fine, but to say that all representatives have terrible customer service skills, you can't overgeneralize your experiences to every agent who works for them. I'm not saying the customer service is excellent, because I'm only located in one location. But I, as well as many of the people I work with do an excellent job and am told by customers how much they appreciate how helpful I have been to them. If their problem can be solved I will solve it as long as it is in my power to do so, and I am certainly not the only agent who works for sirius who will do what we have to do to achieve customer satisfaction. As far as your point to look at all the people complaining about the same issue, I have to say that for over 6 million customers the number of complaints really isn't all that high. Customer service I don't believe is perfect within any company. I've yet to call into a company and everytime have the "perfect" employee such as yourself answer my call. I wish every agent did a good job within sirius, unfortunately there are some people who do not, and eventually they will be let go when they get caught treating people badly. Bottom line is there are excellent people who work for the company and every Csr is not as bad as you would like to make them out to be and not every customer is an angel either.

Yes Heather, You do have the answer to it all, don't you. It's your attitude, "Don't confuse me with the facts, My mind is made up" Just for your information I am in customer technical support, and I deal with customers all day every day. I don't give them the crap that Sirius CSR's give their customers. If I treated my customers the way Sirius Csr's treat theirs I would have been fired a long time ago. I work for a Professional organization, and I am professional with my customers, and I don't lie to them like Sirius CSR's do. I do solve their problems without having to go to a supervisor, I can make decisions and resolve problems. I don't have to lie, keep them on hold and hang up on them. As for me not recieving any asistance, answer these questions. Why it takes a year to get a rebate and to have to write to the Attorney General of New York, and the Office of Consumer Protection to get results ? Why do csr's try to make a deal and give you what they can and Not what's due. Why does it take 14 phone calls and still get no results. What happened to customer satisfaction ? Why are there so many of the same complaints for all the consumers that Sirius has denied? I am not the only one, go read the others! No I don't have a lot of time on my hands but I don't like getting screwed from a dishonest company. It was not the money, it was the principle, but I wanted what was due to me as set forth in the rebate promotion. I see you have too much time on your hands defending a dishonest and unprofessional company that does NOT live up to it's offers. Other companies are fair and Honest, maybe you should take a few lessons in customer service yourself, and be on the other end of the phone with your fellow workers and see how the customer is treated, see how you like being put on hold, lied to, and hung up on. But you never do that, always polite and courteous. Remember, the customers are paying Sirius for a service which is paying your salary, diservice to the customers will only diminish the Sirius customer base, all the csr's actions reflect the company. As far as your honey pot it's overflowing, try some yourself !

Well as far as rebates go, sirius is not the only company where there can be problems with a rebate, if the terms and conditions of a rebate are not followed to a T chances are you will be denied. From my experience, when this happens, if you send in your non compliance post card you will get your rebate as Sirius is not out for ripping of customers. It is very unfortunate Bernard that agents lied to you instead of just letting you know there was a problem and explaining how to go about getting it resolved, I am glad to hear that you did indeed get your rebate. Problem is an agent has very little information about your rebate that they can access and the best thing to do is get your tracking number if it is submitted so you can track it yourself. If a check is on the way to you it will be indicated, as well as if there is a problem. I certainly don't think that there is a big scam on the go in which sirius just wants to take peoples rebates that you are entitled to and make a profit, their programming is what they intend to make their money from. No it shouldnt be your responsibility to keep on calling for something you are entitled to but if you are entitled to it you will get it, all it takes is to get the right person on the phone to get the issue resolved. If the agent themself cannot fix it they do have to follow an escallation process and unfortunately that takes time.

Bernard, I can honestly see now why you didn't receive any assistance. And, please God, don't tell me your going all out over a 30.00 rebate. I'm thinking maybe you may need the rebate though as you seem to have alot of time on your hands to shoot down a company. I wish you could spend just ONE day doing what i do, and i KNOW you couldn't handle it. Furthermore, people who call up screaming don't tend to get very far. It's like the old saying, "you catch more flies with honey than you do with vinegar" You might want to consider that as you seem a bit short fused.

Heather, Sirius customer support in the US is horrendous. Oh so that's where we get shifted to to Canada for customer support. Sirius CSR Lie, put you on hold, hang up on you, and worse yet after they hang up on you they put in the log that the customer has hung up. Speak with some, they are taking it to the next level, that next level is the trash can. Promise you the check is in the mail, the check never comes and then the next time you call they ask what are you talking about ? Helpful, oh they are helpful all right. helping themselves to the profits of the rebates they do not allow. How can they be so helpful with all the complaints listed in this forum ??

ok bottom line is this, customer service DOES NOT HANDLE THE REBATES...one person actually got it right...we at customer service will help you out in any way we can, and if need be, we will refund your service account if necessary, or your credit card. i cannot believe all the complaints about this issue as if you send in the required items, and fufill the service terms, there should be NO issue. furthermore, if you want to spend the money out on filing a lawsuit over it, and spend out more money than it's worth, (not to mention court fees, as i'm sure theres a legitiment reason why you didn't get your rebate), then it's your perogative. best suggestion is to call customer service, and get assistance.

I actually have had a very good experience with Sirus' rebates. I have received all of mine pretty quickly. One was damaged badly by the post office and there was no way I could cash it. I was going to write it off as an "oh well" but I decided to see if they could do anything. I e-mailed Sirius from their contact form on the website and they reissued the check and I got it like a week later. Maybe they are getting better with their rebate process. I have 3 receivers and Sirius is great!

Well a year later, and complaints to the New York Attorney General and the New York State Consumer Protection Board I finally got the rebates. It should not have to come to such action just to get a rebate that Sirius Advertises. Thanlks to all for the info to make this happen.

I've read a lot of complaints about the Sirius rebates...I DO believe Sirius is not handling the rebates -- most companies farm this task out...ANYWAY, I sent my rebate request in January, and got my check in mid-April. It does come, but it takes longer than any other rebate program, in my experience. Here's a link to check the status of your Sirius rebate: web-rebates.com/sirius/Default.asp And, no, I am not/have never been a Sirius employee.

Well, It's now April, After the complete hassle with Incompetent Sirius customer support, some 14 phone calls and yes put on hold for long periods and then disconnected, only to have in their log the Customer hung up ! I have some good news. I had filed for 2 rebates in June of 2005, now some 10 months later I did yesterday receive a check for one of the rebates. I guess a formal written complaint to the New York Attorney General might have had soemthing to do with it ??? If anyone has problems with Sirius go to the New York Attorney General's web site, download the complaint form and mail it in, talking to Sirius is a total waste of time, unless you want to get lied to, put on hold, and then hung up on. The more complaints the better chance you will have getting it resolved. It will cost you a stamp. and a little of your time, much better than wasting your time being put on hold by Sirius!

Nice try Greg, Who do you think you are you kidding ! I did not fall off the turnip truck yesterday. Boy, Talk about a bunch of Crap ! Sirius NOW handles the rebate, the Fulfillment house no longer handles them. I called the fulfillment house they referred me to Sirius ! I already called Sirius customer care, now 14 times, each time the CSR has a new story, at least 5 times it has been overidden. One of the 4 most lies " The check is in the mail " Wait 4 weeks, it will be there ! Call back in 4 weeks, then Wait another 2 weeks ! Call again it's no longer valid. Well the best I can do is give you $20 I spoke to my supervisor, the best we can do is $20 and not the $100 that the rebate was for. Talk about being given the run around. Total Fraud and deception ! Get customers to Pay for Howard, then screw them out of the money they were promised. Nice way to do business. Let's see what the Attorney General of New York has to say ?

Ok, here is the thing. The "rebate center" has nothing to do with Sirius. They are there own private entity. All they do is handle the rebates. If you receive a letter like this stating that you have been denied because the SID/ESN number is invalid, UPC not submitted or invalid, you can contact customer service and they will be more than willing to help you out. It is not SIRIUS that is sending you these postcards. Go to the website where you can check your rebate status. www.web-rebates.com/sirius. Note that this is not a SIRIUS website. Please do not think that Customer Service is trying to scam you. They are here to help. Not scam on you. Call and we will help. *Note that there is no rebate center you can contact. At the call center the only thing an agent will be able to do is lookup your rebate information and/or override you rebate if it qualifies with all the terms. *CUSTOMER SERVICE DOES NOT HANDLE THE REBATES. IT IS A SEPERATE FULFILLMENT HOUSE*

Bill, it's about time someone took the bull by the horns. I am in the process of reporting it to the New York Attorney General.

I have filed a lawsuit against Sirius in my state. I am trying to gather honest and accurate information from others who have not received their rebate. I,too, have a long horror sstory about Sirius' nonresponsiveness. Bill I will monitor this response and if you are interested will get my email address to you.