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