Sirius Satellite Radio - Page 2

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Another Bait and Switch
Posted by on
Rating: 2/51
MICHIGAN -- I received a 1 year trial subscrption for Sirius Radio with my 2012 Jeep Grand Cherokee. A few weeks before the trial period ended Sirius sent me an offer to get internet radio free for one year if I renewed my subscription. I listen quite a bit and was planning to renew anyway. I renewed my subscription one week before the trial expired and got used ID and password for internet radio.

The day after the trial period ended my service was shut off. I paid for the renewal with a debit card so I checked my bank account and found that the transaction had net been processed nor was it pending. However, the internet radio was still working. I called customer support and they still had a record of my previous call to renew; the CS gave me the date I called and the last 4 digits of the debit card I used.

After giving me the price for 1 year of service (which had not changed) the CS asked if I wanted internet service added. I explained that I had already taken advantage of the one free year of service offer. I was asked to wait while the CS checked something. She told me that the only way I could get Sirius internet was to buy some sort of all inclusive package for an additional $50 dollars or so.

It's not so much the $50 as the fact that I thought I had been promised the service for a lower price; that they went ahead and shut my service off and tried to jack the price up when I tried to renew. I know everybody would like to make an extra dollar, but I don't like to be lied to.

I told them not to renew. I'll be back with another review if they turn the service back on and bill my debit card.
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trmn8r on 01/23/2013:
This could be inadvertent. Some companies (eg Dell) are so large and poorly run that promotions aren't known by one department but offered by another.

This is a good warning for others. Good luck.
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Sirius Has Stolen Money From My Account
Posted by on
Rating: 1/51
TEXAS -- Dear Mr. Zarella
I am a very dissatisfied customer of your company, and here is the short story. I purchased a 2012 Mustang for my wife in November 2012, it was a Christmas present for her. I had the car loaded with everything Ford offered including Sirius. The Sirius program came with the car and was to run for 12 months, in March of 2012 I purchased a 2012 Ford F150 STX for myself and it came with 6 months of Sirius.

Then fun started, immediately I begin getting calls for late payments for both account as well as bills through the mail, along with marketing material asking me to join, when I was already a customer. Each time I explained to your customer service people the situation and it would stop for a while then pick up.

In September of 2012 Sirius took 93.61 out of my account, I immediately ask to see any authorization given to Sirius to make withdrawals from my account. Verbal or written, that request has been made to your folks as resent as 4 weeks ago and I have yet to receive a copy of the authorization, that is illegal!! Both of the accounts have now been canceled, without allowing the Mustang to receive its full 12 months of service.

What do I want? I want my 93.61 back or a copy of the authorization, I want the service to the Mustang restored for 6 months, and I want your people to stop calling me with threats of service termination for accounts that are no longer in service and I want your marketing department to stop sending me materials.

We have a group here in Texas called the PUC as well several consumer protection groups each of them will receive a copy of this letter
I am a very serious man, the kind of man who when he washes his hands he washes up to the elbow that means I follow through on everything I start, so don’t just think I’m someone to blow off, I would recommend you take this letter and me very serious.

You have 10 days to respond!!!

Rick Collum
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Obsfucation on 01/15/2013:
How did they get your account information if you didn't provide it to them? If you did give it to them in order to activate the accounts, you did in fact give them permission.. it's all there in the fine print. If you can get through to a sympathetic ear in their CS depoartment, you should be able to get it back. You just have to get someone who wwill listen to the whole story.

After I bought my car I began to get calls from Sirius to activate my 'free' account. I know what their racket is, so I would play dumb and say 'go ahead and turn it on... you need a credit card? Why? It's free, isn't it... why do you need a card?' After I tied up their sales people 3 or 4 times for an hour doing that, they got the message and stopped calling me.

I wouldn't even take their service for free...and I haven't ever regretted it.
BigAl on 01/15/2013:
When I bought my last new car it also came with Sirius service for one year. When I drove out of the dealership it was working. After 11 months had passed I began receiving requests to renew my service which I ignored. After the 1 year it quit working and life went on. They must have changed their way of doing business. The OP should contact the dealer he purchashed the vehicle from because they also share some blame in this. After all they were the agent for Sirius.
At Your Service on 01/16/2013:
With respect, I would contact them directly as there is no reason to believe they will ever read this. I'd be interested to know what takes place.
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Sirius XM customer service
Posted by on
Rating: 1/51
OPELIKA, ALABAMA -- I wanted to share my awful experience with Sirius XM customer service. I was given a radio as a gift along with a $50 Sirius gift card. The radio does not work well in my house or most hotels. I decided to take the radio back and tried to get the money back from the gift card. Their response was "sorry, we don't give refunds on cards purchased. That is just our policy and there is nothing we can do about it."

Well, because of this POOR excuse for customer service, I will NEVER EVER use Sirius Radio, and will be more than happy to share my bad experience with anyone I come in contact with.

Also, my best friend bought the service for his girlfriend and made the mistake of using his credit card for the service. What he did not realize, was it automatically renews itself. He ended his relationship with the girfriend, and months later he noticed he was charged another $200 to renew her subscription. After weeks of going back and forth with them, they agreed to credit his account. After they did, they tried to charge him again. These people are crooks. Stay away from Sirrus XM and never give them your credit or debit card.
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Bill on 04/02/2012:
You are correct on never ever giving them your credit card. I've had Sirius/XM for four years and each year I renew and request a paper invoice. It cost $5.00 more but well worth it because they will auto-renew you for the sky-high amount. I've been paying $77.00 per year each year because I call them a few days before my account expires and I tell them I will only renew for $77.00. Any other price and you can just stop my subscription when it expires. Since they don't have a credit card on file they can't do anything except cancel or renew. To them $77.00 $5.00 for the paper invoice is better than zero.
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Lifetime subscription cancelled
Posted by on
I have been a Sirius XM subscriber since I purchased my new car in 2007. At the time I purchased a lifetime subscription to XM Radio and also an annual subscription to Nav Traffic.
Last year (2010), Sirius XM discontinued the lifetime subscription plan. They also changed the Nav Traffic to require a monthly subscription plan in order to subscribe to Nav Traffic. Sirius then proceeded to cancel my Nav Traffic, since there was no monthly radio sibscription.
I called customer service (absolutely worthless) and they escalated to corporate. I was told over the phone that their new combined system (Sirius & XM merged) could not allow NavTraffic without a monthly radio contract. According to my notes, Sirius XM told me they would setup a nominal monthly billing of $1/month for the radio service in order to keep NavTraffic.
I now have learned that without my consent, they refunded a portion of my lifetime service (approx 1/3 of the original cost) and initiated a quarterly credit card charge for radio service.
I called back today (12/5/11) and the customer service manager told me that if I didn't like what they were offering, I could cancel and refused to escalate my case to corportate. She told me if I didn't like it, sue us.
Well, now that she has suggested it, perhaps I should...
I wonder how many others have been victimized by their illegal billing practices? This smells like a class action I need a hungry attorney :)
Bottom line...if a company has no competition, subscriber beware.
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Don't Expect a refund if you sell your car ( worst customer support ever! )
Posted by on
First let me start by saying we don't normally complain but this deserves to be heard!! Six months ago we sold our car equipped with a Sirius Sat Radio. In the beginning we did enjoy the service for many years. We always paid yearly in advance.

So we called and cancelled. They said we had a refund of $113.00 coming since we only used a few months of the service this time around. They said it would be 8 weeks to process the request and to expect a check.
So 8 weeks came and went no money.
So we called again. They said sorry we will put in another request for refund. Another you guessed it 8 weeks.. Again nothing! Nada Zip!

In the meantime we started getting bombarded with 3 to 4 calls a day trying to sign us back up for a service for a radio we don't have anymore.
It got so bad we had to threaten them in order to get the calls to finally stop.

Meanwhile no refund again. This has been going on for 6 mos now. So we just called again this evening. Same run around. Seems no one can give us a straight answer. They even tried to tell us theymay have put it back on a CC we cancelled two months before we called them the first time. We told them prove it.. of course they can't!! It's impossible!! So we asked for a supervisor and they transferred the call to a bigger idiot than the last one. This guy Promising he would put in another of many trouble tickets.

Here's the rub... They will just keep giving you the runaround till you just give up and they keep your hard earned money for FREE!! The Worst part is they now have pissed us off so bad that we will never do business with them again.

They have Lost two loyal customers and we will tell everyone STAY AWAY!!! Imagine how much money they keep off hundreds of thousands of unsuspecting clients this way. It makes me sick!!! No honesty and No integrity... that sums up Sirius Radio! Just hot air!!
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trmn8r on 07/14/2011:
Paying a year in advance seems like a bad model, at least for the customer.

How many things do you pay in advance for an entire year? Myself, only my motorcycle insurance - it is yearly.

Sorry you are going through this - by the time it is over you will get paid $15 an hour for your time, with your own money.
azRider on 07/14/2011:
Seems to be a standard move for this company. they are very hard to leave and tight when you want money back. I used to think they may have a good business model. now its clear its just trying to hold on to funds before they go out of business. Thanks for the heads up. Oh I pay lots of things yearly, so your not alone.
Slimjim on 07/14/2011:
I didn't even know you could ask for a refund back when you paid in advance and took the discounted rate.
Nohandle on 07/14/2011:
I pay a year in advance for a few services so I'm not troubled monthly, plus I receive a discount with those payments. Terminix..both pest and termite contracts, MSN Premium, Virgin Mobile and something else that I've forgotten right now. I pay my insurance with State Farm 6 months in advance, some policies also within the company a year in advance, no discount for that but I'm not charged the small extra fee for the privilege of monthly or quarterly billing.

I would think even if one received a discounted rate a refund would be in order, pro-rated. I've not yet attempted to cancel any of the above services. I'd be as sore as could be if I cancelled something and didn't receive a refund for unused services. No contract that I have states I will loose my pre-payment if I cancel before the period end.
FlitteringFirefly on 07/14/2011:
I just got rid of my XM and received a refund for a prorated amount. It went right in to my checking account and I never had an issue. I was nervous about cancelling though.
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Seriously Disappointed
Posted by on
Thinking of subscribing to Sirius or becoming a shareholder? Here’s what you’re investing in:

I’ve been a Sirius subscriber since 2004 and I promise you that their customer service is the absolute worst of ANY company I have experienced! Worse than any airline, worse than any healthcare provider, even worse than any insurance company! I buy a new car every other year, and the WORST part of that experience is getting the Sirius service changed from one car to the next. I’ve had service that I paid for unexpectedly cancelled for no reason, only to have to call and wait on hold for 45 minutes to speak to someone in India who BARELY speaks English. I’ve been scolded by Sirius employees FOR HAVING TOO MANY ACOOUNTS! I’m not joking; I’ve been told “If you didn’t have all these accounts, you wouldn’t have these issues”. I’m so sorry I spend so much money with your company!

Today I attempted to log on to my account to avoid the whole call center situation, and my password no longer works! It’s the same password that I’ve used since 2004, oh well. So I called in to the customer service center. I waited on hold for nine minutes with “music on hold” intermittent with a ladies voice coming on every couple of seconds urging me to use the website. Very frustrating. But now, for the last 36 minutes, I’ve been listening to dead air. The call is still connected; I assume I’m on hold, but no music, no annoying message, nothing! I decided to Google “Sirius Customer Service” to see if there was another way to contact while I waited in the dead zone. Hundreds of consumer complaints popped up. I clicked on customer service I read several of the consumer complaints and then one of the employee responses. The response was from siriusspEgypt posted on 4-12-10. I was amused to read his/her letter regarding his/her attitude toward customer service and his/her job at Sirius. Here are my favorite excerpts:

“As for being put on hold for so long doesn't mean that we refuse to take your calls. I Work 8 hours a day and we take calls consecutively!!!! Meaning that as soon as we're done with your call we receive another one RIGHT AWAY...So you might be on hold for 45 minutes but I probably took more than 20 calls during that. Also keep in mind that the calls get transferred automatically meaning that we don't have the option to "pick up" the phone. Besides, Sirius have more than 22 million subscriber. Imagine if just 10% call us in one day...and yeah we're expanding our call centers to be able to absorb all that number.

"Regarding being double charged or payments that doesn't go through. Please understand that we work on computers and on systems. There's always a space for mistakes and system glitches. We all encountered that at some point. We do out best to assist you if it was our mistake !!!
At the end of the day you should just relax even if its a bad customer service."

"care service. After all, Sirius is Entertainment. ;)"

This clears up a lot for me. I never thought to look at it from the call center employee’s point of view. We should just relax, it’s only money and time, something we Americans have way too much of anyway! They have WAY too many customers to possibly give a damn about one customer’s issues! They have a job to do after all, just be patient! If you don’t like it, you can just cancel. Wait, you need to speak to someone to do that and then they actually have to do what you ask them to do! If you don’t like it, what are you going to do, listen to free radio? That’s just crazy!
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CaptainSpaulding on 09/24/2010:
This is an excellent complaint, "Siriusly Disappointed"!

I am an XM Satellite Radio subscriber and I understand exactly how you feel about Sirius' lousy customer service!
jktshff1 on 09/24/2010:
I have had no problems with my Sirius account.
CaptainSpaulding on 09/24/2010:
Did you ever have the misfortune to call Sirius' customer service telephone number, jktshff1?
jktshff1 on 09/24/2010:
Actually, yes. A couple of years ago I purchased a vehicle with satellite in it and did not have to use their radio as an add on. Called them, figuring out how to set it up. Took about 15 minutes, mostly because of my hearing and ignorance. Another time, it was about the automatic yearly payment via charge to a card. My mistake, did not take the time to read t&c, they took care of it. Called them took under 10 minutes to get that taken care of. Even if I did not travel as much as I do, I believe I would still keep my Sirius.
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Worst Customer Service Ever!
Posted by on
This place is a horror show. No wonder they went into bankruptcy. It was the hassle of a lifetime just getting the radio installed up and running. The most fustrating thing was dealing with customer service. It was like getting an audience with the Pope just to speak with a representative I had to because they kept rejecting their own product code on the website hook-up.

The representative was, and I say this in all the charity I can muster, an absolute dolt. He had no idea of the product or plans available. There is an obvious culture of rudeness where he works. I can just imagine the working conditions this creature endures in that he feels that he has to take his work fustration out on paying customers. The experience riviled Kafka- he asked me about rate plans and installation and was angry that I didn't know. He accused me of wasting his time and not reading numbers correctly. He "had it with stupid people" like myself.

After spending numerous hours and expense just installing their product I was desperate to see the project through. I asked for another representative I got silence and cut-off. I called again- going through the torment of their phone prompts again and waiting one hour for another representative I explained the situation to this representative She listened, without acknowledgement to my ordeal, and asked what I wanted her to do. She was smug but at least was coherent. I asked for the radio to be activated and gave her my plan. At this point I just wanted the transaction over. I choose a year because I didn't want to deal with these people again.

Fast forward a year. The radio works and I really don't think about Sirius. I listen to Southern Gospel radio in the car and it just becomes a small part of my life. The radio suddenly goes out.

I discover from Sirius web reviews that indeed, Sirius had called me twice about my account. They use an 800 number and leave NO message. I don't pick up 800 numbers thinking they are telemarketers. If these jerks just would have left a message I would have called back.

So today, I try and contact Sirius. No luck as usual. Cut-offs and prompts that just go to dead space. The web installation is no better. I've decided to not throw good money after bad. I'll buy an ipod adapter for my car and listen to tunes that way.

It's obvious that this company just doesn't care. The reps have chips on their shoulders because they hate their jobs. Management can't take a customer base of millions and turn a profit.
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Sirius Renews Service Without Your Approval - Then Turns You Over To Collections!
Posted by on
NEW YORK, NEW YORK -- 9/29/09

In the years I’ve subscribed to Sirius, paying in advance for service was always the standard. In 2008 I started having difficulty with my signal. It would cut in and out just a bit at first, then over several months it happened constantly. I made multiple calls to Sirius who would generate a “signal boost” in my zip code area. This would help somewhat, but eventually it would get so bad again I just shut my radio off. Even after spending $90.00 on a Sirius signal booster from Circuit City, the improvement was minimal at best. Sirius eventually said my radio was out of date and I needed to purchase new equipment. Since the last part of 2008, I quit using my Sirius all together, even though I had paid in advance for the service I was no longer using! When I received renewal information in 2009, I did not respond because I was not going to invest money in another year of poor service and excuses.

I spoke with a Sirius representative 4-5 weeks ago, explained my situation and he thanked me for my years of service. To my horror, last week I received a COLLECTION NOTICE in the mail for $31.12! The customer service representative didn’t bother to say anything about what they were doing on my account; he only wanted me to renew service!

I called Sirius and spoke with 2 customer service reps and a supervisor who would not escalate my call any further saying “managers above me don’t talk with customers”. They refused to do anything to correct the outstanding balance saying it was my fault that I did not call them to discontinue service; therefore I was charged for 2 additional months of service after my account expired. When I did not pay for the additional 2 months of service, they turned me over to a collection agency.

They said they didn’t need my approval to continue my service since this was “their policy” and I should have called to cancel. I asked them to either remove the charges or provided me with a copy of a binding contract under my signature that allowed an automatic continuation of service. Once again, they said they didn’t need a signed contract to continue my service.

I refuse to pay for extortion! If they ruin my perfect credit, I will do my best to ruin them! Maybe they will stop defrauding people if we slap them with a class action suit! If you know of one that has been initiated, please post it on this site.

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tnchuck100 on 09/29/2009:
"...generate a “signal boost” in my zip code area." That is pure non-sense. They do no such thing.

As far as the auto-renew goes it's in the terms of service. The only way to protect yourself from this sleazy practice is to send a certified/return receipt requested letter stating the cancellation and its effective date. Once you have the delivery receipt you legally free of them no matter what crap they pull.
jktshff1 on 09/29/2009:
what tn said, it's in their terms and condition. I use sirrus and have for several years and not had any problems.
MSCANTBEWRONG on 09/30/2009:
I love my Sirrus...never had any problems with them.
Anonymous on 09/30/2009:
"generate a signal boost in my zip code area"...Really? Did they reprogram the orbiting satellite to increase the power to your area? They lied to you!
momsey on 11/13/2009:
Yeah, what the others's in their terms & conditions. And, the renewal would have told you that you would be charged. We just got our renewal notice, and it indicated the date our card would be charged. Sorry you're stuck, but I'm not sure you have a way out. If you a are a subscriber, you agree to certain things automatically.
Mr. Magnet on 11/19/2009:
You commented about Siruis radio automatically charging your account then turning over to collection. That happened to me also and man that is low. I paid it but I tell you as I told them I will never send another dime to Sirius and will also spread the word.
rkup on 04/24/2010:
I had the same to happen to me. I DID call to cancel. Still was billed and firmly believe they would have billed my credit card that was on file for the whole year had it not been expired. I Did not pay the bill and refused to do so. If it shows up on my credit report I will dispute it. There needs to be a class action suit! This is theft and they are legally doing it!!!! I will spread the word to all I know about these unscruptulous tactics.
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They Can't Be Sirius, This Is Not Customer Service????
Posted by on
This is the worst company by far that I have ever had to deal with. Their customer service is in the toilet. I bought a Sirius Stiletto 100 just over a year ago using gift cards given to me by my son. After 6 months the record mode started to malfunction in that the show I was recording, the Howard Stern show, was coming in all scrambled when I recorded it. When I try to listen without recording the unit gets too hot when it is not in its dock and the battery burns out within 15 minutes of listening unless the unit is in the dock. Anyhow, I called numerous times and spoke to Tech Support and complained about it over and over and they never connected me with Product Support or Customer Service for a replacement.

Then when I called August 1 they finally connected me with someone in Product support who told me, sorry your warranty has just expired and we can't do anything about it. I explained that I had been calling on and off for about 6 months about all the problems I have been having and all they did was put me off until just after the warranty expired. They told me my calls were not in their records. What?? I know that I called all those times so where did the record of it go. It does not surprise me though because the caliber of people they have working in their tech support and customer service levels are a joke. They are unprofessional and downright rude!

When I explained to one supervisor, and I use the term loosely, that I could not afford the unit to begin with as I am a senior citizen on a fixed income she replied in a sarcastic voice that "Well, I would not have bought it in the first place if I were you but, OK." I did not even bother to explain to this dolt that my son gave me the gift cards so that I could get it but that I can't afford to lay out the money to buy a new one just because the one I already paid for is a lemon. And why should I pay for a new one when the unit, that costs almost $300 new was malfunctioning from the start, not to mention the lousy customer service I am subjected to by being a customer of Sirius. Forget it! They are not worth the aggravation and stress involved.

They keep you on hold for hours at a time only to get a customer service rep who is rude and arrogant and unwilling to help you. If you ask to speak to a supervisor they tell you there is none available. If you insist on speaking to a supervisor they hang up on you. Then after a whole day of trying to get to a supervisor, when you finally get one, they are rude and arrogant as well. There is something wrong with this picture!
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hubbard53 on 08/21/2008:
well at least there's comeptition in the satellite radio business so you can go elsewhere....oh wait, nevermind. They merged so you have no recourse other than going back to good ole' advertisement ridden terrestrial radio.

Sorry for your experience, I have XM and they were always good but not sure how its going to be now that they two merged.
Anonymous on 08/21/2008:
I also have XM and while I don't have too many issues with the service itself, anytime I've needed to call customer service it's pretty much a nightmare as its all outsourced and it takes a lot of patience. I haven't noticed any improvement since the merger.
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Sirius - Poor Business Practices
Posted by on
I have never posted a company complaint, but I am so disgusted with Sirius that I feel I must do something. I am with the crowd who are upset with Sirius not the few who have posted excuses for their poor practices. People who accept these excuses are the ones who allow company's like Sirius to continue.

1. Sirius does not make it clear that they will automatically renew the service and charge ones credit card without new approval. Maybe it's somewhere in the fine print, but what's wrong with a clear disclosure? With the efficiency of the Internet what's the big deal to email the customer at renewal time? I have other accounts that do this.

2. It is nearly impossible to cancel ones account with Sirius. One cannot cancel online although the account can be set up online. According to Sirius "Customer Care" this is due to "Security Reasons". I have a bridge to sell to anyone who believes this one. When one calls the 888 number, no menu choice leads one to cancellation. If one asks for Customer Care (which is prompted at the second repeat), one gets the same menu in a different order. When an agent is finally reached from anyone of the menu choices (I tried all of them), the agent takes your information and then connects you to their "Customer Retention" line. I asked and was told the hold would be long, as much as 30 minutes! I went through the process twice and held for 11 minutes and 10 minutes respectively before giving up. I also called (as a test) into both the tech support and activation lines and assistance was immediately available without delay.

In my opinion, this is a most disreputable company. Even if the radio service is a good product (I didn't find it to be worth the extra cost) this is still not a company with which anyone anyone should do business. All consumers need to start saying no to this type of business practice. Don't do business with Sirius, at some point you will regret it.
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