AUSTIN, TEXAS -- I have been using XM for about 5 years or so. I use the service in my car and for most of those years I drove a lot and found the service works great for me. I listen to a lot of talk radio and it worked great. On several long trips (18 hours) or so the service stayed on continuously. Before XM I would listen to a lot of AM radio but would lose the station when out of range.
Prior to 2009 when Sirius/XM changed their pricing I had myself plus 2 family members and 1 friend under a family plan where my radio was $12.99 plus theirs were $6.99 per radio. It was a good deal. I believe the additional radios went up by $2. I was a single person until recently so I had a lot of alone time in my car and at home. I had a Roady XT that I would move the radio from the car to home which I think works well and saves you some money. For me, if you will be listening a lot then it is worth it.
Regarding customer service (CS) though I do agree with some of the people here I have not had any real problem with CS. The only time I would need to contact CS was to change a radio. Myself and family members switched equipment a couple of times so I would have to contact CS. At one time we had an extra radio we were not using. I contacted CS and asked to have the service disconnected. They told me they could give me 3 months of free service. I had not planned on using it but I ended up getting the free service and let a friend borrow the radio.
After the 3 months were over my (unemployed) friend kept it and I ended up paying an extra 2 months since I did not call back XM to cancel the radio for good. Canceling a radio is not an easy process but you can do it. You cannot do it online. This would be great if you could. They do allow you to add a radio online. When you call in it takes about 10-15 minutes before you talk to someone. The first person you speak with will take your information and talk to you but if you tell them you want to disconnect a radio they will transfer you to a second person. This whole process takes about 20-30 minutes.
They will offer to give you free service. If they offer this you need to watch your bill. Their website is pretty good and allows you to check your service and billing. The last time they did this for me they credited my account for the free service on my first bill then the last 2 months I was charged for the full service. It balances out but if you are looking at it monthly I would prefer to get credited evenly over the 3 months.
PITTSBURGH, PENNSYLVANIA -- I am a 7 year customer of XM Radio. I have had minimal pain until now. My wife pays our bills so I didn't have a chance to notice that XM Radio had been double billing me since Sept 08. After waiting on hold for over 40 minutes a customer serviceless representative said "hello". This was pretty much the last word in English that I understood. Unfortunately I don't speak Pakistanian.
After trying to explain the error to him 3 times I asked him if he actually understood what I was saying. He immediately grew terse and told me "don't you ever speak to me in that tone again." It's funny how the phone gives you instant courage! I know had he spoken that way in front of me there would now be a dentist in Pakistan counting his money for fixing this guys teeth! I digress. I didn't get in a spitting contest with this foreigner. I just asked to speak to any supervisor on the floor. I was put on hold and I knew that would be the end of anyone speaking to me.
I went to another phone of mine and dialed the customer serviceless line again while on hold on the other line. After being on hold again for over 30 minutes I asked the agent politely if I could speak to a supervisor on the floor. Amazingly I was only on hold for ten minutes. A supervisor came on the line and I explained both situations; the billing issue and the customer serviceless representative who put me on hold and that I was now on hold waiting for a supervisor on the other line for 1 1/2 hours!
Surprisingly, she said "let me check" and within a few moments the other line finally went dead after the hour and a half! She knew who it was! She said she would speak to the offender and of course that made me feel a lot better (can you detect a hint of sarcasm there)! I explained the overbilling and here is where I wanted to go "medieval" on XM Radio. She said I needed to "fax" the bank statements to them. FAX? Who has a fax machine anymore?
I suggested to her that I just scan them and email them to her and she said (are you ready for this) "we don't have an email address that we can give you." This is a company who put a satellite in space and they can't accept emails??? Even after all of this nightmare it just had to go one more. The fax number 313-203-5240 wasn't working! It wouldn't accept any faxes!
I ended up having my daughter fax it from her work and I'm still not sure if it went through as I have not received a response from them. What is most irritating is that I can't drop them and go to a competitor. I travel a lot in my car and the actual radio service is OK. I would go to Sirius but then that wouldn't accomplish too much now would it?
On 8/10/2008 I called XM Radio to deactivate a Skyfi2 radio that was stolen the night before. I figured I would also cancel my account as I didn't want to spend the hundred bucks or so I thought it would cost for another one. I was told the radio would be deactivated right away but when I said to cancel the account I was put on hold then offered a XM EZ radio for $9.99 plus shipping which had to paid upfront with a credit card. I agreed provided that it did not require any additional wiring to what was already in the car (my XM antenna and a feed to the cigarette
lighter for power).The Skyfi2 broadcasts directly to an open FM frequency as is.
This worked for me for the last couple of years. I heard from different people about different units needing more setup. I was assured after another hold that I would be "good to go with what's in the vehicle" when I received the radio. 8/11 - I get an email that the order was shipped. The total was $21.91. (11.92 for shipping). 8/19 - The XM EZ was delivered. In the box there was a packing slip that mentioned a SURE CONNECT included with the radio. I figured it was sent in error as the instructions in the manual didn't mention it. I plugged the antenna in and attached the power cord and plugged it into the cigarette lighter.
I tuned it to the same frequency I had been using for the Skyfi2 that I knew was OK and it didn't work. (I was told it would already be activated) It wasn't. I called SHOP XM to activate the radio. While sitting in my car and on the phone with XM, I could see it activate and get the stations but it wasn't broadcasting to the radio. After being put on hold a number of times, while she kept checking who knows what, the rare someone who actually knew something about the equipment must have told her that the XM EZ (you guessed it!) needed to have the SURE CONNECT installed.
I told her at now the 1 hour 8 minute mark, that this was useless to me and unacceptable and I wanted to return it, get my money back and CANCEL my account. She was already painfully aware that I was told before I accepted this model, I wouldn't need a SURE CONNECT. (I guess whoever packed the box must have had one in their car!) After another attempt at putting me on hold, I said no I wanted to CANCEL my account and send back the radio. After some muffled background conversation, she said she could transfer me to someone who would issue me an RMA number (for excepted returns UPS) but also to offer me a better deal.
The new woman she transferred me to (how come you never get cut off when they are trying to sell you something else!) gave me an option of getting an XM Skyfi3 THAT WOULD NOT NEED ANY ADDITIONAL WIRING. (sound familiar?) I asked her twice to make absolutely sure this model did not require a SURE CONNECT as I didn't want to waste any more time on this. (My wife heard me as I was now in the house). She assured me that I only needed to connect the antenna already there and plug in the power to the lighter and then activate it.
She told me the radio would be $49.99 plus an activation fee of $14.99 which would be credited back to me and $20.97 for 3 months of XM in advance which would be credited back also "for what you have gone through and your patience". She said this had to be paid upfront with a credit card after I agree to XM radio for 12 months, and early cancellation fee. At this time I asked one final time about the SURE CONNECT because as I've said I didn't want to go through this again. The elapsed phone time at this point was somewhere past 2 hours. At this point I agreed, asked for all this to be documented in an email to me.
She said my RMA# for the return of XM EZ (remember that? Seems like years passed!) will be emailed and when they get it into the warehouse I will be credited with that also. Later that night I received an email detailing the charges with another shipping charge, now only $9.60 (I guess I earned a preferred rate) but this has tax included of $6.02. Go figure. The total is 101.57. The email has no mention of any agreement or a verification that the Skyfi3 doesn't require a SURE CONNECT. There is a second email with the RMA# and instructions for returning the XM EZ. The Skyfi3 was shipped the next day and I received it on 8/28.
At this point I figured they weren't bad people just incompetent and ignorant about what they are selling people. On 8/29 I installed it and called XM to activate it and was told I would get a signal in 10 or 20 minutes. I went out in the car and was running errands all evening. While out I noticed it was activated but when I tuned to the frequency I use for XM it wasn't coming through the car's radio. When I got home I stayed in the car while I called XM and was continuously told to try another frequency. In my haste to install the radio I didn't inspect ALL of the contents in the box.
While I was on one of my 10 minute holds, I noticed (now you're catching on!) a SURE CONNECT! I asked the girl to please find out if this was needed. She had no idea what a SURE CONNECT was. I said to transfer me to the area that handles returns. I am done, I want to return this and CANCEL my account. (There is that word again that triggers all sorts of weird behavior.) Now I was being stalled so she could find a number that I could call. I soon found out why. When my watch struck 11 PM EST she had no problem transferring me to that department.
The message was that they close at 11 pm. 8/30 The next day first thing, I call SHOP XM and go through everything again with a new representative who kept saying she couldn't let me return a radio unless it was defective. I said the person who sent it to me was defective not the radio. She offered me another Skyfi3 to replace the one I had.
When I got off the floor and stopped laughing, I explained to her for the seventh time that I was sent this in error. It was not what I agreed to. She asked me if "there was anything ELSE I can help you with?" I said "what do you mean ELSE? I haven't been helped yet in the last 2 weeks. Please put your supervisor on or someone that has the authority to undo all this nonsense."
I must say though, she did have the routine down pat. She kept saying that it should work if you use the same frequency as your radio. At this point I knew that it's not that they don't know their product as much as they are trained to do as instructed by the company. All those people in a company can't all be incompetent. Now I get her supervisor, Philip I believe. He said he has heard everything and I don't have to re-explain. This is going to be hard to type but Phil tells me I will have to use a SURE CONNECT with this model radio.
He asks me why I refuse to add this wiring. I give him my reasons even though I didn't feel I needed to and then he says "well you were UPGRADED to a better radio." My cost was UPGRADED too. You are forgetting that I didn't want this. He insinuates that I was aware of what the requirements were. At that point I said "Why on earth would I send back one XM EZ radio for the same reason which XM accepted because I have the RMA to prove it then let you send me a radio that just cost me 5 times as much with the same requirement that is not acceptable to me. That makes no sense". He couldn't answer that.
At this point he said "sorry all sales are final. You agreed to the terms." I said "I didn't agree to something I didn't want." The agreement was based on misinformation that I took in good faith. Such an agreement would have to be unenforceable. I said I wanted to close my account and I would take further action to get my money back. He brazenly said "yeah we get a lot of that". I told him "I'll bet you do". He said there would be an early cancellation fee of $100. By the way, the transfer to the cancellation department never went through. If you'd like to make a call..
Now I will try to find an upper management person to send a letter to, for a chance to make this right before I take this to claims court. I would welcome any and all help in this matter. In return I would my best to insure that this does not happen to anyone else. I should have cancelled my account in the first place instead of being a victim of what appears to be fraud.
DETROIT, MICHIGAN -- I pay annually for XM service. This past October (09) was when my latest annual subscription was up. Due to the economy, I decided not to renew. I wrote "cancel" on the renewal form, mailed it in, and thought everything was finished. Boy am I surprised now to get a COLLECTIONS notice!!! This is for the past three months apparently as they have continued charging me! I called and thought I could explain the situation and get it resolved. No way. These folks didn't even want to listen. They kept repeating their standard talking points concerning having to "call in" to cancel.
Apparently, no written or other form of communication is allowed to cancel. You have to call or else they continue your service until they realize you aren't paying. Then they cancel the service and send you a bill and a collections notice for the remaining amount due. What a total rip off! I had planned on renewing my subscription at some point as the economy turns around, but YOU CAN FORGET THAT NOW XM!!! I am now a walking advertisement "against" XM or SIRIUS radio service. I figure I can at least affect a few folks regarding their service. Dear XM: Is this really worth $51.39 to you? Wow.
Please read if you are about to cancel your XM Satellite Radio subscription. I don't know you, but I can tell you what will happen next. You will log into your online account to cancel the service, and find out that you MUST call an XM Radio representative to cancel a subscription. You will call the 800 number, and give your name, address, and account number to the first customer service representative, who will put you on hold for twenty minutes.
The second customer service representative will ask you for the same info you already provided, and ask you WHY you are canceling. You will answer, and be put on hold for another 30 minutes. The next customer service representative will ask you for the same info you already provided, and then ask why you are canceling, and then ask if there is something they can do to keep your business. When you answer no, you wish to cancel, you will be put on hold for another twenty minutes. At this time, the phone will disconnect.You will then repeat steps 2 through 4, get disconnected again, throw your arms up in the air in disgust and call it a day.
One month later, your credit card will be billed again, and you will repeat steps 2 through 4 again. This time you will be smarter (or so you think) that the representative, and you will tell the first one who answers that you are not going to wait, that you want to cancel your subscription immediately. You will be put on hold for another twenty minutes. When the next person answers, they will try to come up with a payment plan that will meet your needs. You will decline and demand a cancellation. They will tell you they are cancelling your account and that you will receive a cancellation confirmation email.
The confirmation email never arrives. One month later, you will be billed again. You make one final telephone call to XM Radio and repeat all steps above. Angry, you resort to ranting on a message board in hopes that somebody will be able to wave a magic wand and make the whole mess go away. When the XM fairy does not show up with the magic wand, you will be forced to cancel the credit card associated with the XM Radio account. Of course, this is the one credit card you have the most credit history with, and your credit score goes down the drain.
I wish this were a joke. I have been a subscriber for 5 years now. I have 3 radios on my account. All I wanted to do was to remove one of the 3 radios. I now live outside the US so I thought I could email XM to remove the one radio. Nope, I have to call a US toll free number. So I called in January when I was in the US to have the radio removed. After a 20 minute call, I thought it was taken care of. Here we are a month later, I continue to email, to plead really to remove 1 of my 3 radios from my account. I continue each time to get the same form letter that I need to call XM on the toll free US number during their business hours.
After 5 emails, I have decided that I'm going to completely close my account. There is seriously no one that even knows how to read as part of this customer service. So here I am now in March still living outside the US and I need to find a way to completely terminate my account this with company. I'd like to say that this is the first time I've had such troubles.
The opposite is true, billing is not accurate. It's not possible to get a good view into the breakdown of the billing and it seems like every time I call, I'm on hold and get someone who does not fulfill the request that I've made. Without a doubt, this is the worst customer service I've seen in my life. On the basis of the customer service alone, I would advise any and all of my friend, family, and frankly anyone who can read to stay away from XM.
After seeing the other reviews I am less surprised at the response I got from an XM associate. I pre-paid a 3 year subscription for my car that ended 6/6/09. I never listen to XM so I did not renew when my renewal came up. I got many automated calls to call them to avoid service interruption. Never a call to say it was auto renewal and must be canceled. 7/29/09 I got recorded message from CNA collections and called to find they sent me to a collection agency and charged me an additional 30% collection fee. Yes, for one month 6/7-7/7 they say I owe them $46.33.
The collection agency gave me the number to call XM. The associate said this is what I owe and that was that. Spoke to the supervisor, Vaughn **, and he said it is an auto renewal and this is what I owe with the collection fees. How is this close to being legal??? One month service (12.95) and I owe $46.33. Even if it were legal to auto subscribe me how did they come up with such a number???
I offered to clear the account and pay for the one month at 12.95 since it was actually on, even though I did not renew. He repeated that $46.33 is what I owe. I requested to speak to his supervisor and he said he is the floor manager and that is as high as there is. Advised me to send an email.
I will take some of the advice on this site and file with the BBB and pursue corporate further. I too had intended to renew when my husband got his new vehicle so we would be on one account. No way am I getting XM after this. I will tell everyone I know to STAY AWAY FROM XM.
In January of this year, I obtained XM radio on a new vehicle and a subsequently ordered one for an older vehicle. Although the radio was fine and the stations were good, the service by XM was a total rip off. For 4 months I heard nothing from them and received no bills. Suddenly, I received two bills for over $400 with no explanation for this. Since I was told that the service was $9.99 per month, you can imagine my concern with this charge. When I contacted them, they were very vague about what the charge was about and after about an hour on the phone with several people, they corrected the bill and extended the service; supposedly at the $9.99 fee.
Today I contacted them again as I had been directed to do. I was prepared to continue my service at the $9.99 rate. I was informed that I had a bill balance of over $46 and that they were adding an extra $1.98 per month charge for some copyright fee. I informed them that I had not received any bills nor had I received any notification that there would be an increase in the monthly rate. As this was the second time that this company attempted to raise their rates in direct violation of our original agreement, I asked to speak to a manager and was told that one was not available.
Because of their horrible service and their underhanded tactics related to pricing, I instructed them to cancel the service and I would return the radio they had sent me. I was informed that there would be a $25 early termination fee and the radio could not be returned. I informed them that since they did not uphold their end of the original agreement and raised the prices quoted without notice, I was not paying any fees. I was told that a manager would contact me about this. At this time, I have not been contacted - which seems to be their preferred method of doing business.
I was satisfied with the product, but the companies policies are obviously designed to rip off the customer. At one time I would have been an avid customer and advocate of their service. But now I would not recommend them to anyone. In fact, I intend on warning everyone I know to stay away from this company unless they wish to be ripped off by their poor customer service, increasing prices, and willingness to modify their agreements without proper notice.
XM's customer service is fine if you're subscribing. If you're cancelling you get hooked up in India with this scripted methodology for making it as inconvenient as possible for you to do so. First, you'll get transferred to "another department" and it's here that they might disconnect you --accidentally? Not really. You would think so but not after I read several accounts of this online.
The next thing they'll do after you eventually get through to this other dept. is that they'll tell you that their "system is down" and they can't access your account. BS --I was ON my account online as I spoke with them. It's just that XM doesn't have an option to cancel your service online. They said the service was going to be back up in two hours and to call back at that time. They couldn't take my order to cancel nor could they call *me* back when the system was back online.
Well, I thought this was very suspicious so I did a quick search online. Guess what? MANY accounts of people that got the same runaround. Exact same things listed --disconnection the moment you say "cancel" and then the "system down" bs. That got me furious. I called them back immediately as I knew their system wasn't down at that point, and I told them as much, and, oh, a miracle --their system was working again. What a surprise.
I was so upset as this point that I cancelled all 3 of my XM radios instead of just the one I was calling about. Of course they run you through a hard sell script to try to get you to keep subscribing. They list a nothing "promotion" first like a 50% off for one month and then they build it up to 3 months free. I told them to make it a year for how they made me feel. Anyway, they lost someone that probably would have been a lifetime subscriber. I loved their product. But support this sleazy methodology? No way.
I'll bet they mistakenly charge my credit card next month and make me jump through hoops trying to get them to reimburse me just as many others are saying is the next thing they experienced after cancellation. I've submitted a convenient complaint form on the BBB website and I suggest anyone else do the same that has experienced this shameful scam.
I've been an XM subscriber for 5 years with radios in two cars plus an XM Weather receiver in the cockpit of an airplane that our company operates. There have been few actual "service" problems over that time, but the billing and associated customer support is an absolute nightmare. You can't change or cancel your recurring billing online once it is instituted -- likely by design because they want to try to talk you out of doing it. However, when I called to have a recurring auto-payment stopped (due to the pending increase in rates and elimination of certain services) I was first told that I could only do that in the month my subscription renews.
Since I had waited forever on hold to get through to someone, I demanded to get it handled NOW... I was then told I'd have to be transferred to another department that could handle that task. So they transferred me and I remained on hold for 36 minutes before their phone line abruptly disconnected me. I e-mailed them about this problem and got back a B. S. response about how they pride themselves in providing "world class customer service" but aside from that they did nothing to solve my actual problem.
I e-mailed back and forth several times and despite demands to do so, I could NOT get anyone from XM to call me. They instead gave me another toll free number (allegedly for payment cancellations) which got answered by a recorded voice but then abruptly disconnected me before ever getting to a human being. I absolutely cannot reach anyone to take my cancellation order!!! As a result, I am simply going to have to resort to having American Express deny all charges made by XM and thereby constructively cancel all their services.