After buying a car equipped with ability to get satellite radio, I got bombarded with mail and phone calls advising me that I had a trial subscription. I tried to use it and found that I had 3 channels, all promotional. I don't drive all that much, so ignored it. Then I got a phone call asking for a subscription. I told them I wasn't all that interested and really didn't get to try the system. I got a promotional rate of $7+ a month if I provided a credit card for 6 months. I consented and gave them the card. I couldn't get service (in a large metropolitan area) and called and emailed for weeks. On two occasions I drove for an hour or so trying to get the satellites to track. Finally one day I got service and I must say there were some interesting channels. A day or two later the service was gone, and I couldn't get it and decided to give up. Mind you I paid by credit card for 6 months. Then I get collection letters and threats to suspend service. I call them and ask what's going on and get people who are real idiots, one of whom tells me I need to reset the satellite reception every day due to my location! I say when I did that it took me an hour and my drive is like 15 minutes, and I got the rudest answer, causing me to officially terminate. I can't tell the difference between terminate and not terminate as I had no service anyway. Well, they are trying to get $14 out of me with endless statements and phone calls while I am driving. The people who call are kids, who follow a script, trying to talk sense is like talking to a wall. I cannot see how this company can succeed. I guess I'm glad that they lost my credit card as I am sure I would be getting billed forever. Unless you love the service and get consistently good reception, don't bother with this company.
The complaints are true, stay far away from Sirius!
After reading complaint after complaint about Sirius Radio billing dept. on various internet forums, I decided to subscribe, but pay by "MAIL INVOICE ONLY". That way, if they were as bad as people say, then they wouldn't have my credit card number to bill without my permission.
Later, I called to Cancel my subscription about a month before the renewal date. They asked for my telephone number, and then told me that I couldn't cancel my account because I didn't have an account.
Then I got a bill in the mail that had my account number on it. I called just before the renewal date, and specifically canceled by providing the account number.
A month later I got an email saying that I owed them overdue payment. I called and spoke with a supervisor: He said that he saw the record of my earlier call requesting to cancel the account, but that I had failed to ask for the "Cancellation Department" and that until I spoke with them, the overdue amount would continue to increase, and that they would hand the bill over to a collection agency. Then he hung up on me. (That was a Sirius supervisor!).
I called back and spoke with a different supervisor. I explained that I had been trying to cancel over and over, and he said that I didn't really have to speak to the cancellation dept. He said he would cancel the account and delete the balance due. (Thank You Pedro for at last canceling the account!) He also said I could verify that he had cancelled it and deleted the balance due by logging into the website, with a new ID and password that he provided.
Finally, I'm done with Sirius, and my advice is the complaints are true, stay far away from Sirius!!!
PHOENIX, ARIZONA -- Each time I renewed my Sirius Radio service I would call and get their best price and specifically say, no automatic renewal, I will call and renew when the time comes. So my subscription expired last November, they sent me a bill, I phoned them, went through the half hour wait, a person came on the phone who I was unable to understand, I advised my car lease expires in March, thus I only need four months service, communication with him was impossible, he kept asking should I cancel your service, I kept saying I told you what I want, he did not understand, I asked to speak to an English speaking person, preferably an American, he refused to help, I terminated the call.
A couple weeks ago my phone rang, it was a recording, I pressed a button, a lady came on saying can I help you, again very bad English, I said you tell me Sirius called me, I did not call Sirius, the language was so bad I asked her to have someone who speaks good English call me.
As my subscription expired, I switched the band to FM in November, today I received an invoice for $34. Then this evening I received a call from Sirius, an option was billing concerns, I hit #2, waited 30 min, then a person answered the phone, I explained that I received a bill for service for something that I did not want, my agreement was no automatic billing, when the subscription ends, based on the price I would determine if I wanted to renew. He said he did not understand me, so connected me with cancellation dept. The lady I spoke to, Ramone spoke English and understood my request, she advised my preference not to be on automatic billing was in the system, however, she was unable to cancel my the invoice. I asked to speak to her supervisor, again I waited for him, Sean, told him my story, he said he will cancel my account, but I must pay the $34 invoice, I advised I was not going to pay for something that I did not buy. I asked to speak to his supervisor, he said that he is as high as I can go with Sirius Radio.
Needless to say I am very disappointed with Sirius Radio's service, Ranone is the only person who saw my preference in the file, but was unable to assist me. I just Googled Sirius Board of Directors, and CEO, I have their names and will write to each person on their board of directors as well an the Phoenix and New York Better Business Bureaus, and the New York State Attorney General.
Ramone was honest but the system would not allow her to cancel my subscription and the invoice, Sean was just a dishonest mean spirited person.
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 scoreboard.com. 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!
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.
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.
ATLANTA, GEORGIA -- I would give a half star if offered. Sirius by far has the worst customer service of any company I have ever had the displeasure of dealing with. The average time on the phone is 30 minutes plus, for simple issues...such as turning off the wrong radio, activating the wrong radio, trying to blame a car dealership for Sirius errors. I would also love to talk with someone who has a decent understanding of the English language. Some of their CS reps will hang up on you mid conversation.....especially if the issue is above their pay grade, which almost certainly it is. My guess is that they work at Sirius because their intelligence level will not be sufficient to work in a fast food environment. I have 3 vehicles with Sirius...when their contracts run out, I will be 100% with Pandora...
I am in hopes that finally Sirius will get enough competition to either put them out of business or at least make them aware of what real customer service is all about.....
ATLANTA, GEORGIA -- I had a subscription and traded in my car..easy enough I was supposed to get a year free on my new car and then upgrade to a paid package. I spent hours on hold, they billed my old account, billed me for the free year, then credited my account, then set up the wrong service on my new car, they gave me a free upgrade, then took away the free upgrade. I had to make 5 or 6 different calls, each new person had no idea because they "did not see the account notes."
Now they are supposedly going to upgrade me to Premium and "auto-renew" next year. Any bets how badly they will screw that up???? The government needs to break up their monopoly if they can't service the customers!!!!!
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 suit...now I need a hungry attorney :)
Bottom line...if a company has no competition, subscriber beware.
1100 CORPORATE OFFICE DR, MICHIGAN -- Hello,
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!!