No response to my letter - sound familiar?
Here's the letter -
June 1, 2009
XM Satellite Radio
PO Box 33174
Detroit, MI 48232-5280
RE ACCT. # : xxxxxxxxxxxx
I write you this evening after having been put on hold by your XM associates for a total of 109 minutes. I have three XM radios. I have been a subscriber of yours for more than seven years. I recently lost my job and one of my cars. I, therefore, no longer need one of the three radios. The ID of the one I want cancelled is xxxxxxxxxxx.
I have spoken with no fewer than 8 of your associates this evening. After explaining my wishes they said they could not take care of it and would have to transfer me. Each time I was transferred and being on hold each time for 15 minutes or more, I told them I wanted to cancel one of the three radios I was disconnected. I finally wanted to speak with supervisors and was told there would be a minimum wait of 30 minutes. When I complained to one of your associates that XM had run this 100+ minutes from my cell phone account, she told me I had dialed a toll-free number. Someone needs to explain to her toll-free numbers do not make the call free when using a cell phone. Because I have lost my job I know have a small cell phone plan, therefore each of those minutes will cost me 25 cents (times 110). You can do the math.
I want this one radio cancelled immediately (effective June 1, 2009) and for my nearly two hours of my time, suffering with horrible customer service people, some of whom I could not understand due to their location in India, as well as the over $25.00 in cell phone costs, I am insisting on one free month of service for the remaining two radios. I also, under the circumstances, refuse to pay any cancellation fee for any reason, including this one radio not having been in service for a year. Again, I have been a customer of yours for over seven years. I believe this is the least you can do to even come close to calling it respectful, respectable and reasonable customer service.
Also, while I have your attention, your recent marriage with Sirius is the worst thing you have done since I began my subscription. We have lost the weather channel, you are now combining cities (which make no sense together) on your traffic and weather channels, the morning “team” on “Nashville” channel 11 is horrendous – They are no better than a local small-market country station and now we have to listen to all the commercials in addition to the poor product? So convince me why we listeners should have to pay for that when it’s available anywhere in the country. The announcers on the seventies channel are a joke. They read this terrible attempt at humor and it’s laughable, but not with them. To demonstrate how out of touch you are with your programming, why could you possibly believe the “Open-Road” Channel (now Road dog) should have promos for Martha Stewart! On a trucker’s station???
XM Radio – page two,
When I first bought into your company the big deal was commercial-free music. It is anything but that today. There are commercials all throughout your programming not to mention these “mini-sermons” (religion) we are forced to listen to. Just what are you trying to accomplish? Who do you believe your audience is? How much more do you think your listeners, your customers can take? I could go on but XM has taken up enough of my time tonight.
I have enclosed my recent invoice and I plan to not send another dime until I receive a positive response from your offices with regard to my request and to my comments about the product.
I thank you for your time and await your response.