Sirius Satellite Radio Complaint - BUYER/SUBSCRIBER BEWARE!!!! Customer Service is Reprehensible
First, I’d like to start by saying I was previously and originally a Sirius subscriber since 2005 and finally cancelled my subscription in May 2011. I have never written a review on a product or service, but this time I’m so dissatisfied that I’m compelled to write a review. If this review does not turn you away from the service, then it has to be assumed that you are someone who needs to learn from experience.
I knew something was smelly about the merger/acquisition in 2008. I even called to voice my opinion, knowing that it probably wouldn’t matter, but the prospect of another monopoly in the USA was, and still is, disgusting to me. They told me that the hotline provided for the voicing of opinions about the merger/acquisition was for shareholders only. No, I was never a shareholder, but I was a subscriber. Without people like me, there would be no shareholders, yet my opinion doesn’t count for anything. I welcome you to corporate America where the sole goal of a corporation is not customer satisfaction, but to satisfy its shareholders. What that means is turn the biggest profit margin possible without upsetting a majority of customers, yet now the merger/acquisition of Sirius and XM gave the emerging company a monopoly over satellite radio which all Americans should be against. A capitalist economy runs on pure competition, not monopolization of an industry.
Now the company is going through a lawsuit; surprise! The lawsuit against the company is because they raised subscription rates after the merger/acquisition even though part of that deal was an agreement NOT to raise subscription rates. Is that smelly enough for you? If not, continue reading about my personal experience.
So, in May 2011 I called to cancel my subscription to Sirius XM satellite radio. I was at work on lunch break, but I still had a half-hour left, so I decided to go ahead and quickly cancel my account. You should note this from my experience, that you cannot cancel your account through any other means than the phone. Like other reviewers have stated, you can set up your Sirius XM account in 5 minutes online, but cannot cancel it the same way. Ridiculous…
On this lunch break, the first time I called, they needed to transfer me to accounts. No big deal, a normal thing. After waiting on hold for about 5 minutes, a nice woman answered and began to assist me with my cancellation. She took my information and put me on hold to verify the information. While on hold my call was disconnected. The frustrating part is that when calling back, you have to go through the exact same process of being transferred to accounts and put on hold, etc. I call again and get a man in accounts to whom I explained I was on my lunch break and running out of time because of the previous disconnection and the combined hold times of the two phone calls now. He rudely responded with “maybe you should call back when you have more time,” and then somehow the call was dropped. I’ll let you figure that one out. A third call finally got me somewhere, I thought…
Today, July 9, 2011, I get a phone call from Sirius XM radio asking me how everything is and wanting to update my account information. I told him that I canceled and he sounded surprised. I verified my information with him and he said that my account was past due. Ok, now I’m just angry. The auto-bill could not withdraw the payment which is why they wanted me to update my information. If you’re thinking that they automatically set you up on auto-bill upon subscription by default, then you’re thinking right. Of course they have the right to because they put it in the fine print of the agreement terms. Fortunately for me, they could not auto-bill my credit card because it was closed.
Anyhow, he put me through to accounts because he can see that there were notes from May explaining that I wanted to cancel the account because I no longer had the radio. Just like before, while on hold, my call got disconnected. It’s really a great business model for a scam; only offer a way to cancel over the phone and keep disconnecting the customer in hopes to discourage them enough to forget about it.
When I called back later, I was not happy and I’m sure it was known on the other end of the line. I apologized for my initial tone and explained that I understood that it was not the fault of this person I was talking to and just wanted to cancel my account. I also asked for a manager’s name and contact info just in case I got disconnected again and was told that he cannot give me that information because there were no managers or some real shady explanation that just upset me even more. So I now learned that there is almost no way of cancelling an account AND there is NO accountability!
Well, I got through to accounts successfully on this last call and am convinced that I got the most helpful person at Sirius XM radio. She immediately canceled my account and then had me login online to see that visually there were no charges or radios on my account anymore. This is my warning; use close consideration before subscribing to this service.