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Another Bait and Switch
Posted by Dpford on 01/22/2013
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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Posted by trmn8r on 2013-01-23:
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 Rickcollum on 01/14/2013
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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Posted by Obsfucation on 2013-01-15:
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.
Posted by BigAl on 2013-01-15:
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.
Posted by At Your Service on 2013-01-16:
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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No Customer Service
Posted by Jpduffy3 on 05/14/2012
NEW YORK, NEW YORK -- Sirius does not have a customer service program. It has a program that is designed to discourage all but the most persistent who have lots of time on their hands. After a very long hold, the person you speak with takes all sorts of information before deciding that you have to be transferred to someone else. Then there is another long hold (if the call does not get dropped), and the process starts all over again and ends with another transfer.
     
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Posted by Frustrated on 2012-05-16:
I Purchased a new vehicle that came with a 3 month Trial Subscription. At the End of the 3 Months the radio disconnected. I called Sirius to Sign up for a yearly subscription and gave them my info and payment with credit card. they turned in the radio and all was fine for a month when they disconnected my radio. I called them up to see why and they said hat I never signed up for a subscription after the trial period. I explained that i did and they should check the records. I checked with my bank and they never charged my account. so Again i called them up and signed up for the yearly subscription and gave them my payment info. they statred my radio up again. another month went by and again my radio was disconnected. i again called and they gave me the same story as last time. i argued that if i had not paid the bill they would not have restarted the radio. Again i checked my account and they had not charged my card. I checked to se if they had made an attempt and the banked turned it down, there was no attempts. so again i call them up and think i am resolving the account. i explain what has happened and i was assured this would not happen again. 2 days later my wife gets a call from them wanting payment or they will turn me over to collections. I again call them up and try to explain what was happening and they were only interested in my payment. i requested a supervisor. in my attempts to explain to Nancy the supervisor what was going on, all she wanted to do was chastise me for not paying my bill. at this time i demended to speak to her supervisor and she hung up on me. nice customer service policies they have there.
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Changed our account to a Lifetime subscription WITHOUT our approval!
Posted by Uiteaj89 on 12/04/2011
PHOENIX, ARIZONA -- Oct. 2 - I called 'Listener Care' after they debited my checking account $149.65 AND a $65.00 charge. The first charge was an 'automatic' yearly renewal after our three-year paid up contract expired on our vehicle. The second charge was for an 'automatic' yearly renewal after a one year contract expired on our second vehicle. No notice, no bill, no renewal contract, nothing...............they just helped themselves to our checking account and renewed both of our accounts. While talking to a representative in 'Listner Care', I agreed to a second three-year contract of 'Mostly Music' on vehicle 1. The three-year charge minus what they had already deducted from our checking account left an agreed upon balance that was to be paid in three monthly installments, beginning on Dec. 7. The charge on our second vehicle ($65) was to be refunded as vehicle 2 was in storage and we did not want to renew the contract. They would have been advised of this if they had sent a renewal notice rather than just helping themselves to my checking account. This call took 45 minutes.

On 10-20 another charge was taken out of our account even though nothing was due until Dec. 7! I called and a representative promised to have straightened everything out. Again on 11-9 another Sirius XM charge was taken out of our account even though nothing was owed until Dec. 7. On 11-11, I called 'Listner Care' only to discover that someone there had changed us on Oct. 18 to a Lifetime contract and we now had a balance of $797.03! This was done without our permission and there were no notes on our account as to why or who changed our account. When you call in, you must give several pieces of personal information in order to access your account. However, it seems someone (probably a Sirius representative that works on commission) easily accessed our account and charged us for a Lifetime contract! The representative kept quoting me 5 monthly payment amounts that did not equal the balance due. She couldn't figure out why the computor kept giving her a different balance than what was really owed. She promised me that she would review my account with her supervisor and call me back later that afternoon. This call took 35 minutes. She never called me back.

11-12: I called in and requested to talk to a supervisor. I received the run around and I finally demanded to talk to a supervisor. Supervisor(Kristen (ID 337PH) reviewed our account and because there were no notes on our account about us changing to a Lifetime contract, she believed me and said she was correcting our account and we agreed to the corrected balance. Kristen gave me a $54.11 credit for all my trouble. With the two additional debits on my account, we agreed to the unpaid balance.

11-22: I received a bill for over $400! I called and briefly explained that I was didn't want to talk to anyone except a Manager. I was put on hold for 35 minutes and then hung up on. I called back and demanded to talk to a Manager and told the representative NOT to put me on hold while she got me a Manager. I talked to Manager Ray (ID 676AC). He could see from all the notes on our account that everyone had royally messed up. He worked and worked on our account and could not get it to reflect the credits due us. He then said he was closing out our account and opening a new one. The new account reflected a balance due of $100, which I agreed was correct. Ray said if I would pay it in full during our telephone call I would end up with a paid up three-year contract. I told him I WAS not paying another cent until the agreed upon due date. He then offered me a $50 credit for my trouble and if he could process the other $50 during the call I would owe nothing. I agreed, he had me sign back in to my account to see that it carried a. 00 balance, which I did. I had originally requested Ray to call me back when he got our account straightened out and he informed me that they cannot make outgoing calls. I said if one of your employees has a heart attack are you telling me you can't dial 911? He said they could do that, but make no other outgoing calls. Therefore, I was forced to stay on that call for an hour until he straightened out our account.

12-3 I received two bills, one for $102.00 and one for $487.89 on two different accounts! I have now called in 9 times and had many, many long conversations with as many promises to correct our account and now two months later it has not been done. I have emailed 'Listner Care' and told them if I don't get a call from them by the end of the next working day (Dec. 5) I was cancelling my service and demanding a full refund.

The moral of the story is that 'Listner Care' does not listen, nor do they care, nor do they do what they say they are going to do. DO NOT SUBSCRIBE TO SIRIUS XM RADIO!!!!!!!!!!!!!!!!!!!!!!!
     
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Posted by Alain on 2011-12-05:
Thank you for some good advice.
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Horrific Customer Service
Posted by Tinyconsumer on 09/18/2011
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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Posted by 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 Seapopey223 on 07/21/2011
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 some one 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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Posted by 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
Posted by 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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Don't Expect a refund if you sell your car ( worst customer support ever! )
Posted by Xcustomer4ever on 07/13/2011
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!!
     
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Posted by trmn8r on 2011-07-14:
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.
Posted by azRider on 2011-07-14:
Seems to be a standard move for this company. they are very hard to leave and tight when you want money back. I use 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.
Posted by Slimjim on 2011-07-14:
I didn't even know you could ask for a refund back when you paid in advance and took the discounted rate.
Posted by Nohandle on 2011-07-14:
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.
Posted by FlitteringFirefly on 2011-07-14:
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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Sirius is the Worst Customer Service ever
Posted by Sirius is the worst ever on 07/06/2011
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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Posted by 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.
Posted by 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 Nosirius4 on 06/11/2011
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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Posted by 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
Posted by 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 BEJ on 05/19/2011
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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Posted by 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.
Posted by 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.
Posted by 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.
Posted by trmn8r on 2011-05-19:
To me, up 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. Up until 9pm doesn't seem like a lot to ask in return.

Also, a call like this up 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.
Posted by 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.
Posted by 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
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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 up until a certain hour. I responded with, "Not my house you're not."
Posted by 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.
Posted by Anonymous on 2011-05-19:
Lol jkt!
Posted by old fart on 2011-05-19:
Up 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!
Posted by 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 gotta 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.
Posted by 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.
Posted by 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.
Posted by Jerry on 2011-05-20:
They called me twice in one night. But it was about 5:30.
Posted by 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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