Monday, May 25, 2009
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So I have had XM radio for almost 5 years. I pay for it a year at a time. Always on time. You would think that they would treat a customer like this well. Nope, not at XM. I sold my old Corvette to my father a couple of years ago when I got my new one. He transferred the XM service to his account, well little did I know that XM didn't take that radio off my account. So they have been double dipping. I called tonight because I know that my car is paid up. I got an email saying my service would be shut off if I didn't pay my balance. I talked to one girl saw that the '06 Corvette was on two accounts and removed that radio from my account and credited what was "due" back to my account. She then transferred me to another woman who was supposed to look stuff up and figure out the radios and credits. She did no such thing. She told me it is not possible for one radio to be on two accounts. Said I was never double charged. All this without looking at my father's account to see that the same radio was on there and paid through next year. What she did do was try and charge me another $84 through next May. I paid $77 through November 09 last November. She said I couldn't stay on my current plan because I only have one radio, so I needed to give them another $84. Mean while she was telling me full price for 1 year with one radio is $142 but she is trying to get another $84 which would take my out of pocket for one radio this year to $161. Not to mention the over charges for the other Vette, which according to her can't happen. So I was explaining my stance on not giving them another dollar till November and she transferred me to hold then another lady picked up. This poor woman gets me and I am really angry now. I kept it cool, but with a stern voice, not abusive to the person on the phone at all. So I am waiting for a manger to call me. 3 weeks ago when I was trying to solve this issue, a manager was supposed to call. Never happened. So I am waiting for them to just shut my radio off. I plan to write a letter to the FTC, FCC, my senators and representatives. This is why Sirius and XM should never have been allowed to merge. The new company doesn't care, they have the market and are screwing the customer every which way they can. Sirus/XM Radio is losing customers left and right, this is exactly why. Last quarter they LOST customers. They said it was because the auto industry has slowed. Guess what maybe it is the complete lack of customer service and accountability that the company is displaying. I guess they must need to pay Howard this month and need me to kick in a bunch of extra so they can keep him around or something. XM Radio owes me money and an appology for the monster run around. All this today and no resolution. Don't let them have your card to run as needed. They will run it over and over again. This doesn't even touch the changes of programming that happened where I lost my 3 favorite stations in favor of the crap Sirius version. I'll blog more about this later if they call me back or if my radio that IS PAID FOR THROUGH NOVEMBER gets turned off. Sirius/XM Radio customer service SUCKS!Labels: Cars and Racing, Entertainment, Personal, Politics, Technology
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7 Comments:
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Damn bro. I'd ask for a list of the policies in writing, the date that they went effective, and proof of how your consent to the policies was given.
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Good idea. I'll do that if/when they call back.
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Yea buddy. They suck. I cancelled my service after years as a subscriber after they merged and got rid of my favorite channel and replaced it with the Spa channel. The Spa channel? Who the hell wants to listen to that namby pamby crap? I don't care to hear Howard Stern, Bruce Springstein, The Grateful Dead, Elvis, Hip Hop. I guess that satellite radio aint for me. They kept throwing offers at me. I finally agreed to 5 months for 19.95. I tried to listen online and see that they now charge an extra 2.99 per month for that. this is one of the worst mergers the regulators ever approved. they should bust up this monopoly as these folks are out of control.
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Yep, XM Sirius is sliding into a big hole fast. I cannot for the life of me figure out why they can leave out an the entire progressive rock genre, yet devote entire stations to Springsteen, the Dead and Metallica. Slacker Radio has a Prog station with 180 great artists, most of which have fallen off of XM / Sirius. Sorry Porcupine Tree and Riverside, the world needs entire stations devoted to bland artists. NO artist in the world deserves and entire station at the sake of burning exposure to so many other great artists. The hire rates are to pay for Rosie, Howard and tired DJ's. How about more and better music? XM Sirius deserves the fate the sowed.
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I know exactly what you mean. I got my radio for Christmas last year, well technically 2 years ago....Dec. 2008. About two months after I got it the radio kept malfunctioning. I called XM and Delphi where the receiver came from and was told that I needed to send the radio back with a letter of activation, which I needed to get from XM Radio. Well the first time I called to get this letter, it was never sent. The second, third, and fourth time I called, all they sent me was a copy of my last statement, NOT a letter of activation. The fifth and sixth time I called I received nothing, though they claimed a letter was sent. Finally I had to threaten a law-suit and a report the the B.B.B. and they finally reactivated my account so I could go online and print it out myself. Know when I received the radio? YESTERDAY!!!! It's been over a year and I just got the goddamn radio. BUT it doesn't end here. I had to call them 3 times to reactivate my new radio and then they charged me the wrong billing cycle...the only reason I still do business with them is because I have this brand-new receiver.
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Arrgghh!!! I enjoyed XM radio for the first year, so I ponied up and bought a three-year subscription. Had a little portable unit that worked really well, so everything was good.
Then in Sept. 2008, I bought a car with XM capability built in and a three-month free subscription. I knew my portable subscription had another year left on it, so the plan was to just transfer the account from the portable to the in-car radio when the free plan was up. Well, it never transferred, despite calling FIVE times to resend the signal. I always followed all of the instructions, but never got a signal. After a while, I just decided to forget having it, as I'd gotten used to listening to free radio again.
In late November, a charge for $450.43 shows up on my bank card. They'd automatically renewed my three-year plan. I wasn't mad, because I know automatic renewals are common, and I had not told them NOT to renew.
However, the cancelling process is a joke! There's no where on their website where it lets you cancel, and they bury it so deep in the phone navigation that you're lucky to find it. I finally did, and I kid you not, I waited 19 minutes for someone to finally get online to talk to me. I'm sure getting people to hang up in frustration at the long wait time is part of their plan to "retain" customers. I was not going to be denied, so I hung in there.
Finally, on Dec. 1, I cancelled the plan and was told my $450 would be refunded. In the meantime, three separate sales reps have tried to get me back with all kinds of pleas and offers. I've steadfastly refused, and finally asked the last one (who called two weeks after I cancelled) when I could expect my money to show back up in my account. He said 10 business days. Well, it was already passed the 10 days, but I continued to be patient.
As of today, Jan. 8, the refund had still not been posted. I called to talk to someone, and again, after a long wait, I talked with someone who said that she would enter a new request for billing to refund my money!! I was very calm but very firm in asking WHY another request would need to be posted. I made it very clear the first time and every time after that I was DONE with XM.
I asked to speak to a manager and after some delays, I finally spoke with someone else. I told her that I was upset that the money came OUT fast enough, but the delay tactics in getting it back in were really ticking me off. I told her that I'm sure it's so that the sales folks will have more time to harass me, and that I might have considered XM at some point in the future, but not after this shabby treatment. She said that they had made a request to billing, but could not account for what billing does with their requests. I asked to speak to someone in billing. Of course she did not have a direct number. Surprise!
So, I'm calling corporate on Monday and seeing if I can work my way up to billing. Dang people, this isn't $15... I'm talking about almost $500!! I don't know about you, but that ain't chicken feed to me!
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I used to work for XM Radio, and they are a joke,they use Sitel as a call center, and then moved all of the call volume to a third world country. Why would you have a american based operation then have the american customers deal with people in manilla. People there dont give a crap about helping people in america, why would they. Then there was the merger with sirius. WHAT A JOKE. And the kicker with all of this is that they changed it where customers had to pay extra to listen online. WTF. Then you only get a fraction of listening channels. And the big thing with Sirius is Howard Stern and Martha Stewart. JOKE JOKE JOKE. wake up people deal with AM/FM
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