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The Worst Customer Service... Ever
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What does it take to get Sirius Satellite Radio to provide Customer Service?

I received a portable Sirius radio as a Christmas present, with docking stations for both my car and my home. I installed the radio antenna on the car exactly as specified in the instructions, but was never able to get the signal to come in clearly for more than 2 or 3 minutes. My in-home reception was even worse. I had initially signed up for a monthly subscription, to be charged to my credit card.

I responded to a survey re: my dissatisfaction with the radio and my comments were that it was absolutely a waste of time. Someone from customer care called but was unable to help me with the problem. She explained that the "lock out" might not be working, as there are several radio stations in my area (greater DC), but the process for determining whether that was the problem was so complicated that I did not want to take the time.

I was planning to cancel my subscription anyway, and then on April 6 my wallet was stolen (including the credit card to which the subscription was being charged). On April 29 I received an automated phone call from Sirius asking me to revise my credit card information. I pressed "0" to be connected with customer service, and after several minutes on hold I spoke with a very nice young woman who was completely unable to help me. She put me on hold four times so that I could be connected with the office that closes accounts--as she was apparently unable to do so--and ended up being cut off after I had waited on the line for 15 minutes.

I received subsequent phone calls over the next four weeks with the same result--no matter who I actually spoke with, they were not "able" to close an account. Each time I explained that the radio did not get good reception, and I was not planning to renew. Each time, I was transferred to another office but the call cut off after I had waited to talk with that office for several minutes.

Today, May 19, I received TWO calls from Sirius, and again was cut off while waiting to speak with someone to clear up the matter. I called back and was placed on hold for 12 minutes, then the call cut off. I called again and spoke to someone named "Brad" and I immediately asked to speak to a supervisor. He put me on hold for 5 minutes, and then the call cut off. I called yet again and spoke with "Mack," who put me on hold for 8 minutes after I said I wanted to cancel; then he came back on the line and told me that my account would be closed as of May 25. I then asked to speak with a supervisor, and after a 3-minute hold I spoke with someone named "Sulphy."

Sulphy immediately assumed he knew what my issues were, without giving me a chance to explain, but he did say that my account would be closed and that the charges that had accrued for April would be erased. He also said that I might still receive phone calls for a few days until the 'system catches up.'

I am tired of being harassed by these phone calls, and I am also incredulous that it took over FIVE WEEKS to reach a human being who had the ability to close my account. Are your 'customer service' staff not trained to provide the standard services for customers? Is there only one person who can do that among all of Sirius Radio's personnel?

If Sirius Radio's business model is to collect monthly fees from subscribers and then make it all but impossible for anyone to cancel the service, they have succeeded. But I'm wondering how long you can count on that for your revenue stream? I have thus far spent two hours either waiting on hold or explaining the situation to people who had no interest in my issue or ability to help me. I wonder how many other subscribers just give up in frustration and continue to pay the bill?
     
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Sirius Has The Worst Customer Service Of Any Company
Posted by on
Rating: 1/51
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.....
     
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Clueless Customer Service - Sirius XM
Posted by on
Rating: 1/51
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!!!!!
     
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Horrific Customer Service
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I paid for a 5 year subscription that was to begin after the 3 month trial expired on my newly purchased Jeep Grand Cherokee. I have been contacted several times recently about renewing my subscription, which technically hasn't begun. On 9/17/2011 (yesterday) I was contacted once again, this time by phone, about renewing my subscription. I explained my situation and was routed to another representative who flat out hung up on me. When I called back, I spoke to a supervisor who assured me that everything was worked out. Tonight, while out with my wife and another couple, I noticed that my service had been disconnected and, of course, the listener service center is closed.

I have spoken to representatives on three different occasions, not including today's conversation with them, and I've been assured each time that my situation is worked out. Currently, I have no service, but they've had my $750 payment since July 1st!!

My five year subscription is to begin on 10/08/2011. Why is my satellite service turned off??? I'm still in my trial period and, additionally, I've paid for a five year subscription. No matter how you look at it, I should have service right now!!

This company is too big to care. I was horrified when I began searching for complaints about Sirius; there are thousands! Something needs to be done about the way Sirius handles their business and how they treat their customers.
     
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Alain on 2011-09-19:
You can make a complaint at both
http://www.ftccomplaintassistant.gov
and
http://fcc.gov/complaints
Given the lack of service you've experienced, you probably want to consider cancelling with Sirius, as well.
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Intermittent service
Posted by on
223 MANHATTAN ,AVE. OAK RIDGE, TENNESSEE -- I have installed from the factory, unit 00180002 in a 2011 Mercury Mariner Hybrid, bought it new, It was initially set up by a sales representative at Ted Russel Ford in Knoxville Tn. After the free trail period, we were billed, @ 129. bucks for a years renewal. Twice since then I have been back to the dealership to have it re-installed. When I call or the dealer calls this number 1-866-584-7474, you are talking to someone different every time, and they aren't to smart. Mostly Canadians. I paid for a years subscription and have enjoyed @2 months since my renewal check was cashed 4/25/2011. The car has not been worked on nothing has changed electrically. I am completely dissatisfied with it. I refuse to continue the hassle. I am canceling out. you have a very poor system, for modern day electronics .
     
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seapopey223 on 2011-07-21:
I have a letter from Joe Zarella Chief Service Officer Sirius XM radio. There's no address on his letter , not one of the E-Mail address on his flier works . Not even that 1-866-564-7474
Whiteduck on 2011-07-22:
Maybe it's a problem with the car? I have XM/Sirius in my Honda and it works great. Hybrids are pretty new tech and there's always problems with new tech.

Just a thought.
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Sirius is the Worst Customer Service ever
Posted by on
NEW YORK, NEW YORK -- They turned me over to a collection agency, because I emailed that I wasn't renewing the service on a car I was trading in. They said I had to "call" to cancel the service. But when you call, you are on hold for 30-60 minutes. When I got through, you are dealing with someone in Thailand or India, who you can barely understand. So they've outsourced American jobs, made it damn near impossible to cancel, and then they try to ruin your credit when you don't renew. STAY AWAY FROM SIRIUS, UNLESS YOU WANT A LIFETIME SUBSCRIPTION THAT YOU CAN NEVER CANCEL, ITS LIKE THE MAFIA, ONCE YOUR IN, YOUR IN. Customer service and customer rights are non-existent. Short the stock, because they cannot survive with this kind of customer service IMHO.

     
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azRider on 2011-07-06:
I would never try to cancel any contract service with an email. you may have to wait on the phone for a long time, and put up with the BS, but you have to do that to make sure your cancelled. an email is not going to work and won't count in a small claims case since anyone can produce an email. its just the bad part of dealing with these companies.
777tech on 2011-07-06:
The paying of the Howard Stern multi-millions of dollars is where Sirius Radio Customer Service went to. I am a lifetime customer of theirs so I know takes at least 20 to 30 min. to talk to someone now. They now also want to charge you if you change equipment if you are a lifetime customer with them! No government regulation here!
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Horrible Customer Service!!!
Posted by on
My new Ford Escape came with Sirius Radio for the first six months. I really didn't like most of the channels available, but did enjoy having access to MSNBC. However, it has gotten to the point that there are more commercials on Sirius than on standard commercial radio!!! So, I decided to contact customer service to complain. What a nightmare!!! I ended up complaining more about the customer service experience. Horribly ignorant, rude people. I waited on hold for so long, my cordless land line battery expired. I told one representative that I was going to file a complaint with the BBB and she said, "Go ahead and make my day." Then I got connected to someone who sounded like an drunk version of Sam Elliot who was so disgusting it absolutely sealed my confidence in my decision to end this service. Don't waste your hard earned dollars on Sirius - what a waste!!!
     
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Alain on 2011-06-12:
I took a quick look at the web and found a pretty fair number of Sirius complaints involving customer service. Sounds like they lost you as a customer. If you want to, you can file a complaint about them at http://www.fcc.gov/complaints
SIRIUS XM Customer Relations on 2011-06-15:
Sorry to hear about your experience. We would appreciate the opportunity to help and rectify your negative customer experience. Please send us your contact information to sxm_help@siriusxm.com and we will get in touch with you.

Regards,
SIRIUS XM Customer Relations
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How late is too late to make a business call
Posted by on
The phone rang at 2052 last night. When I picked up the line, It was a customer service representative from Sirrus wanting to know how I was enjoying my service and if I had any questions about the service.

I asked her if she knew what time it was. She quoted me the time. I asked why she was making a business call at that hour. She told me it was a computer generated list and she could do nothing about the call except make it.

I said if Sirrus really wanted my opinion, they could call during normal business hour which are generally between 0900-1700.`
     
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momsey on 2011-05-19:
Is that 8:52 pm? I don't think that's too late. 9 pm is my general cut off for too late.

Most people are not home during the regular business hours you quoted, so it would not make sense for businesses to make calls like you received during those hours.
Anonymous on 2011-05-19:
20:52 is 8:52pm military time. Telemarketers can call between 8am and 9pm, I would think that this is also the rule for the type of call the OP received.
Nohandle on 2011-05-19:
Since I'm one of the few who don't know military time I have to count on my fingers to understand what time you are stating. I do know any call in my area before I believe 7:00 am and after 8:00 pm are not allowed for solicitations, collections and the like. Many individuals have varying work schedules. If someone calls me after 8:00 pm I'll just hang up the phone.
trmn8r on 2011-05-19:
To me, until 9pm is OK.

You know, a lot of consumers expect to call at all hours of the day and night now and get customer service. Until 9pm doesn't seem like a lot to ask in return.

Also, a call like this until 5pm doesn't make a lot of sense for most people - they are working. Think of the complaints for bothering people during their business hours.
BEJ on 2011-05-19:
Sorry for the military time--it is used at work--I just automatically use it.

I must be in the minority here because I was think that any time after 7:00pm is late to make a business call. If the person is not at home then leave a message.

Yes I did pick up the phone but was expecting a call from my sister.
Anonymous on 2011-05-19:
When I worked collections, we were allowed to call between 8 am and 9 pm, 7 days a week, including holidays
Nohandle on 2011-05-19:
To my way of thinking there is a great deal of difference in a customer calling customer service and a business/organization calling an individual. I expect customer service to be open extended hours for the benefit of customers but by golly don't call me at home at an ungodly hour unless I've requested it.
trmn8r on 2011-05-19:
Well, I didn't mean they should call at all hours of the night, like 10:30pm or midnight.

It seems to be a toss-up as to whether 8:52 is too late for the average Joe or Sue.

I know that I won't make personal calls after 9pm to most people, and I feel a bit uneasy doing it after 8:30. I can understand someone not being thrilled about receiving a business call at this hour, but I'm on the fence as to whether they should do it.
Nohandle on 2011-05-19:
I've gotten so observant of others that I seldom call a friend after 7:00 p.m. the reason being they are early risers or are in the middle of the evening meal. I pretty much know my friend's schedules that I know when to call. My SIL stays up half the night and sleeps until noon. I believe we're talking about calls FROM a business to a CUSTOMER or would be customer. It's bad enough if I'm home during the day but I get really angry when I receive those early/late evening calls.
BEJ on 2011-05-19:
Perhaps I should have added this this was an unsolicited call. I had recently purchased a new car that came with a 3 month free trial. I not not expecting a call from them at all.
jktshff1 on 2011-05-19:
Probably, somewhere in the paperwork, there was a clause stating that you agreed to receive solicitations or follow ups to your free trial period. I always look for those clauses on "deals". However, this was not really a business call, but a follow up on your service. You need to advise them to discontinue the calls.
BTW, I love my Sirrus.
Venice09 on 2011-05-19:
In New York, calls are permitted until 9:00 p.m. I think that's reasonable considering a lot of people aren't home during the day and don't get home until after 7:00 p.m.
tnchuck100 on 2011-05-19:
Not too late. Still had 8 minutes to spare.

Sirrus/XM customer relations has serious issues but this isn't it.
Anonymous on 2011-05-19:
I do the same BEJ. I ask them if they know what time it is and when they tell me the time I say "Exactly. I'ts afer bedtime in my house, and you just woke me up."
I ask that they make a note not to call me after a certain hour as I am not apt to be amenable to any sales pitch call I have to get up out of bed to answer.
They all, without fail, fall silent a moment and then begin to stumble all over themselves apologizing and end the call with a quickness.

Only once, long ago, did one try to tell me, after I explained it was late for me, that they were allowed to call until a certain hour. I responded with, "Not my house you're not."
jktshff1 on 2011-05-19:
if all else fails....just be as rude and obscene as possible when talking to the rep. Use curse words against their momma, daddy, company etc.....have fun with it.
Anonymous on 2011-05-19:
Lol jkt!
old fart on 2011-05-19:
Until 2 weeks ago an Indian phone room lady used to call almost daily trying to sell diabetic supplies. (I'm not diabetic)
I launched into the most obscene tirade I could muster and she hung up!
I haven't had a call since!
momsey on 2011-05-19:
I do feel bad for telemarketers and other people who make calls like the Sirius ones the complaint is about. Yeah, they're annoying, but obviously telemarketing is lucrative, otherwise companies wouldn't do it. So someone's got to do the job, some people really need the job, and they have to call who they are told when they are told. It's a rough job.
jktshff1 on 2011-05-19:
I don't feel bad, it's part of the job. If they can't handle it quit...and no I really don't care if they have a family to feed, can't find something else..etc.
Nohandle on 2011-05-19:
I thoroughly enjoy the political calls whenever that period comes around. I remind them I'm on the NDNC list and several of the idiots have actually told me political calls were exempt from the list. Ain't that swell? I am aware of that and you don't want to know how I responded.
Jerry on 2011-05-20:
They called me twice in one night. But it was about 5:30.
Anonymous on 2011-07-25:
XM/Sirius did the same thing to me after I purchased a car and it had a trial subscription. When I wouldn't pick up the phone at home they started calling me at work. Unacceptable! I informed their corporate office and the car dealership.
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Automatic payments
Posted by on
In December of 2009 I purchased gift cards for my daughter in law as a Christmas gift. She entered the info and had service for the year. However last month she was automatically renewed on her credit card which they also had on file. I also was automatically charged for her renewal in Dec. 2010. When I called they told me that they had explained that I would automatically be renewed. I asked how they could do that on gift cards. They then wanted to know where the gift cards were. I stated she used them which they disagreed with. They finally agreed to cancel the charge to my account although they did charge for usage from the 23rd of Dec. 2010 until today Jan. 14 2011 because they said she had the service on which had nothing to do with me.

To summarize. I was automatically charged a recurring fee for 180.00 worth of gift cards. She also was billed for the year on her credit card.
     
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jktshff1 on 2011-01-14:
There is a check on you account information that allows you to opt out of auto renewal. Love my Sirrus, but opted out of the auto renew. Had it for several years now.
trmn8r on 2011-01-14:
I realize you summarized your complaint, but I could not understand what happened. Is it essentially a case of double charging for one subscription, to both her and your credit cards after the first year ran out?
2dancers on 2011-01-14:
I was auto renewed on gift cards. I did not have anything to do with the actual contract.
She used the gift cards for a year of service and was automatically charged for another year and had never been billed.
trmn8r on 2011-01-14:
What does you "were auto renewed on gift cards" mean? They bought you gift cards? How can you be auto renewed if you aren't on the contract?

I think I understand what happened to your daughter. That sounds like some kind of fine print type thing.
momsey on 2011-01-14:
I don't understand either. Were both of you charged for the year? Or were you issued new gift cards automatically?
unhappy999 on 2011-01-14:
I have a new car and it came with Sirius free for 6 months. Does anyone know if they will send me a bill at the end to keep it going or do I need to contact them to cancel it? I never received anything about this as of yet.
madconsumer on 2011-01-14:
with all my new vehicles, I got sirus for free for 6 months as well. they won't send you a bill, but they will hound you to sign up for service.

frankly, I never found sirus radio all that.
2dancers on 2011-01-14:
I bought gift cards and at the same time the following year I was recharged.
unhappy999 on 2011-01-14:
I don't the Sirius radio either. Its not something I want to spend my money on.
jktshff1 on 2011-01-14:
I travel putting 1200-2k on the car a month. Looking up radio stations and having to listen to religious music on I-20 in Louisiana just don't get it. I love my Sirius.
momsey on 2011-01-14:
I don't even drive that much but I love Sirius. When I'm without it in a car, I'm driven nuts by the lack of options.
madconsumer on 2011-01-15:
lol jkt, that is why they made the ipod and cd!
jktshff1 on 2011-01-15:
got both but get tired of the same old thing.
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Sirius Will Not Be Around For Very Long!
Posted by on
IN AUGUST 2010 I bought 2 new Fords, an Explorer and a Mustang Convertible. Both came with 3 months "free" Sirius radio. Every three days from that dateon I received, not one, but TWO "renewal notices" from Sirius. What a deluge of mail and a waste of trees and postage. I finally called them to place an order for not ONE but TWO lifetime contracts. I then learned that there was no discount for TWO lifetime accounts for the same person and since one cannot drive 2 cars at once, I did not see any value whatsoever in paying $495 plus tax a grand TOTal of $576.49 for 2 vehicles (2 times $576.49)

So after some consideration of telling Sirius to F--- Off, I decided to sign up for coverage for my Explorer for $495 plus taxes to total $576.49, which I DID (on record and tape recorded) on Nov 13th at 9:15 am EST...on my Amex card.

So imagine my surprise when coming home from a busy day at work on Nov 17th, I have NO SIrIUS RADIO!!!!!!!

So I call the number annoyingly flashing on my screen in my lovely Ford Explorer, only to reach an idiot in Sirius customer service who advises I have no account...Hm the "genius" cannot figure it out or help me, so finally I tell him to F---- Off and hang up. I get home and thinking I had just by chance gotten an idiot on the phone, I call again and get another idiot who after about 15 wasted minutes disconnects me by accident. I call back again and ask for a supervisor...I get "Blenn" who although nice is unable to help me, tries to charge me even MORE MONEY $616 for the lifetime membership,,,asks me to hold while he gets his manager who when the :"manager" picks up he cannot hear me and hangs up. I have now wasted over an hour with these buffoons

These folk are idiots who will NOT BE AROUND TO SERVICE YOUR ACCOUNT. RUN AND HIDE...DON'T WASTE YOUR MONEY. Use your ipod instead. These incompetent jerks will be GONE during this recession/depressiona and they deserve to GO UNDER. Idiots can't even process a lifetime membership.

Good riddance, I will dance on the grave of your dead business!!!!
     
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