Sirius radio: Poor customer service - FMVperformance.com : The site for all your Ford Mazda and Volvo needs
 
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post #1 of 9 (permalink) Old 06-23-2006, 05:42 PM Thread Starter
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Location: Seacoast NH
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Sirius radio: Poor customer service

Sirius has the friggin' WORST customer service I have ever encountered. They've pissed me off before.. and managed to do it once again today!

In '03 after I bought my truck I bought a Kenwood aftermarket head-unit w/ MP3 support. At the time they were running a promo where I got a free Sirius receiver kit for it. This is the built-in, head-unit controlled type where you slip a box under the seat and plug it in via the deck's CD changer control port. I subscribed w/ my credit card for 1 year to try it out. After the 1st year I was charged to re-up w/o any notice. I did not receive an invoice mentioning the charge, I did not receive an email alerting me that it was comming, and I most certianly had no way to cancel. It turns out that this is their policy and was 'clearly' mentioned in their leagal-ese subscription agreement.. basically I was told, but it was burried in the fine print.

No biggie, I liked the service and intended to keep it anyhow. It is there in black and white. My fault for not reading it closely enough. Not like I can do much about it anyway.

Fast forward another year. I have bought my GF a new plug and play receiver for her 3. We have a home-dock for it inside and another in her 3. It works great and is better than my Kenwood setup in so many ways. I decide that I'm going to not renew my subscription this year on my Kenwood. In a few months or so I might go for a PNP receiver for myself. (I have since purchased the receiver but not activated it yet. I simply don't use the service that much.)

At any rate, I call up, explain I'd like to cancel the Kenwood and keep the Audiovox PNP unit. I have receiver ID #s for both. I explain I would like to just get off the auto-renew program and let the Kenwood subscription just run out. No problem they say. I think I'm done..

2 weeks later I get nailed w/ a $150 charge on my CC! Whoa! Turns out the woman I talked to (who barely spoke english) either misunderstood me or just plain didn't do what I asked. My account had renewed for another year automatically. I calmly told them it was a mistake and to please deactivate it and refund my CC. "Sure, no problem, but there will be a $75 early cancelation fee!" .... That's about where I blew a gasket!

After an hour of nasty language, talking to at least 3 different 'reps' I managed to get the 'cancelation' fee waived. They still stuck me w/ a pro-rated fee for the weeks worth of time I'd already used on the account I thought I had canceled. (I had not turned on the receiver once since I had thought I canceled it BTW. Not once!) I was out $6-8. Not the end of the world, I decided to roll w/ it.

Fast forward once again to today. GF's account is about to expire. I have to call to renew it at some point. Last weekend I lost my wallet and am w/o my CCs and such. I am waiting for replacement cards to get mailed out to me. But I still have at least two weeks.. I know I just checked the other day. So imagine my shock when Bri calls me today and asks why her Sirius turned off today! I say I dunno, but will figure it out.. I try to log in.. nothing. Maybe I forgot my password, click the 'forgot my password' link.. nothing. Call customer service it says. Okay. I wade through the holding pattern and finally get hooked up w/ this flaming jackass of a guy who informs me that I called this AM to cancel the account... I did what? I don't think so. "No, it says right here you called at 9:38 to cancel. It says 'He said he just doesn't use it anymore.'" ... I did what?

We argue, he continues to be a flamer, I get nowhere. He insists that someone that knew all of my account information called this AM and cancled the account. Not like they scan your fingerprint or anything like that. If you know someone's full-name, home address, and telephone number you are 'in'. He says he needs my receivers ID number to reactivate it, and then we can discuss the charges. Ultra sophisticated company that Sirius is they can't look in the records from before 9 AM this morning to see what the ID number on the radio that was active was. ... And these guys launched a satellite?!

Fine.. I give up. I call Bri, get her to read me the ID number and call back. Wade back through the holding pattern and get a woman that speaks so softly I can barely hear her. I give her my story and the radio ID number. She says "That ID has never been on your account! I show two other IDs, both were deactivated; neither matches the number you just read me" Uh, what? Meaning the radio that was active and on my account at 9:30 this morning was never actually on my account?! Funny, it's been receiving programming for almost a year. "You know, I don't really know what's going on here." She says. (Nooooo, really?! Say it isn't so!) "Let me transfer you to the retention dept. Hang on." ..Sure no problem. I live to listen to musak while on hold.

Then the line goes dead..

Sigh, this sucks!

Daily: 2009 Volkswagen Jetta SportWagen 2.0T - Gray, stick
Beater: 2003 Ford Ranger FX4 Level II - Silver, stick
GF's DD: 2005 Mazda 3i Sedan - Strato Blue - 4Spd Auto

1999 Mazda Miata - Emerald Green & Tan - Leather Package
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post #2 of 9 (permalink) Old 06-23-2006, 11:34 PM
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Re: Sirius radio: Poor customer service

While i love Sirius, they have the WORST billing i have ever seen in my life, BAR NONE.

Lemme grab a screencap of my NIGHTMARE of a billing problem with them, having been a customer for ~ 3 years now... Every year, its the biggest PITA.... Even their CS reps cant understand WTF goes on with my acct...

2005 Mazda3 Black Mica Sedan | Auto | Black Leather | Navigation | 6-Disc | Sunroof |
17"/TMPS | Side Sill | ABS/Airbags | Xenon | Alpine M-301 350w Mono Amp | JL Audio 10" W3 Sub |
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post #3 of 9 (permalink) Old 06-24-2006, 12:07 AM
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Re: Sirius radio: Poor customer service

Here is roughly 1/2 of my entire billing record... 3 years as a customer, 3 radios (never more than one radio at a time). Every few months, i would get hit with a charge, then get it partially credited for no apparant reason. Also, one time, my first renewal (which i dont think is in the pic below), i was charged ~ $150 THREE times for one single radio. Then it took them about 2 months to refund my money. Its a complete nightmare, but im hooked so im willing to deal with the major PITA every few months

Keep in mind, this is only HALF my billing record... None of it makes any sense to neither me nor the sirius reps...


2005 Mazda3 Black Mica Sedan | Auto | Black Leather | Navigation | 6-Disc | Sunroof |
17"/TMPS | Side Sill | ABS/Airbags | Xenon | Alpine M-301 350w Mono Amp | JL Audio 10" W3 Sub |
Polk Audio MMC6500 6.5" Components | Polk Audio MMC570 5x7 Coax | Polk Au
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post #4 of 9 (permalink) Old 06-24-2006, 07:41 AM
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Re: Sirius radio: Poor customer service

Ill agree....they have some shitty billing but the radio is great!

Sherman- 2010 Mazda 3 Grand Touring Hatch
Lucy- 1996 Mazda Miata

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post #5 of 9 (permalink) Old 06-26-2006, 09:58 AM Thread Starter
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Re: Sirius radio: Poor customer service

Saturday I sat down w/ all three receivers I have ever owned.. so I had the IDs for each radio handy and called them back. Did the song and dance and managed to blow through the first tier of customer service people fairly quickly.. and onto a woman that seemed to have her ass and her head wired together. She did her thing and we eventually got GF's radio re-activated.. although I'm on the hook for another year's subscription. Basically what she did is re-up me, waive the new subscription fee, and apply the (very small) credit I had on my account to the new subscription. I'm not extatic about the solution, but it will work.

This rep was actually decent. I mentioned the problems I'd been having and she gave me her personal extension. I now have her extension and work schedule written down.. I'll be dealing w/ her exclusively from now on.

Sadly I'll cope too. I often have a fairly low threshold for this kind of crap, and I have canceled the subscription for the receiver I had in the truck (I tore out the receiver and am getting ready to ebay it!). So they have lost out on at least one subscription out of me. But my GF doesn't deal w/ them directly, she makes me do it, so she is hooked and keeps convincing me to keep paying those bastards.

And I actually bought myself a new PNP receiver for myself to replace the hard-wired one in the truck. But after this latest fiasco I'll be damned if I am going to get a sub for it.. not until the dust settles from this latest bit anyhow.

Daily: 2009 Volkswagen Jetta SportWagen 2.0T - Gray, stick
Beater: 2003 Ford Ranger FX4 Level II - Silver, stick
GF's DD: 2005 Mazda 3i Sedan - Strato Blue - 4Spd Auto

1999 Mazda Miata - Emerald Green & Tan - Leather Package
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post #6 of 9 (permalink) Old 06-26-2006, 07:22 PM
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Re: Sirius radio: Poor customer service

so far I haven't had to call or deal with any problems so I don't know about how Sirius handles thing, but what I do know is trying to get my XM account canceled was a big PITA. I got switched around like 8 times "oh they sent you to the wrong department, here let me transfer you" kind of thing and then I'd have to explain that i was canceling my account each time and they'd go through their spiel and transfer me again. It was almost like they made it to be a PITA so you just gave up instead. Then when you finally do get to someone who will cancel the account they try everything in the world to keep you on board. I felt like yelling "B**** your s*** won't work in my new car cause its an OEM tuner for Sirius you freakin' retard!!!"
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post #7 of 9 (permalink) Old 07-12-2006, 04:16 PM Thread Starter
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Re: Sirius radio: Poor customer service

I Siriusly can not win w/ these people.

In the last week and a half I have had my username mysteriously change on me (making it impossible for me to log in!), had the automated telephone system disconnect on me while trying to make a credit card payment, and had a completely erroneous paper bill sent to me w/ charges they claim were never applied to my account on it..

Finally today I manage to log in to the web to make a payment. It processes my payment. I then go back to the account summary page and I suddenly have a $275 CREDIT! It seems the system billed my CC THREE TIMES!

Siriusly.. WTF..

Daily: 2009 Volkswagen Jetta SportWagen 2.0T - Gray, stick
Beater: 2003 Ford Ranger FX4 Level II - Silver, stick
GF's DD: 2005 Mazda 3i Sedan - Strato Blue - 4Spd Auto

1999 Mazda Miata - Emerald Green & Tan - Leather Package
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post #8 of 9 (permalink) Old 07-12-2006, 05:04 PM
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Location: Cape Cod Ma
Posts: 2,764
Re: Sirius radio: Poor customer service

wow that's frigged up....i haven't had any issues yet...i just have the one account and paid it for the year....hopefully i don't hear from them until the year is up


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post #9 of 9 (permalink) Old 07-13-2006, 12:45 PM Thread Starter
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Posts: 437
Re: Sirius radio: Poor customer service

You won't hear from them even when the year is up.. they will just charge your cc for the next year of service.

Up until I tried to so something zany like.. oh, I don't know.. cancel one of my two receivers, change my billing info, or correct the fact that my radio was turned off for no explicable reason things were just dandy..




I got home yesterday and their was a frantic sounding telephone message on my machine telling me to call them back and giving an extension number. I called.. yet shockingly there is no way to enter an extension. I waited on hold for 30 min and finally got in touch w/ an opperator who flatly admitted that there is no way to dial an extension directly. (So why the hell did the first operator bother leaving her extension?! So I could wait for someone to answer the phone.. then wait even longer for them to transfer me to them? Awesome..)

We got the tripple charge thing cleared up.. although I suddenly can not log in to manage my account anymore.. once again. I could for a little while yesterday afternoon.. but by 6:30 it was broken again.

..Then this AM I finally get another email reply from their customer support people on the web. Once again the email is addressing concerns about listening online.. which works fine for me. But they sent me a new username and password I've never seen. I tried it.. and whaddayah know, I'm in.. Looks like they changed my username and password on me again.

..Of course the online 'account history' listing still shows the tripple charge to my CC.. not reversed!

WTF..

Daily: 2009 Volkswagen Jetta SportWagen 2.0T - Gray, stick
Beater: 2003 Ford Ranger FX4 Level II - Silver, stick
GF's DD: 2005 Mazda 3i Sedan - Strato Blue - 4Spd Auto

1999 Mazda Miata - Emerald Green & Tan - Leather Package
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