XM Radio Informative - Poor Customer Service
VENTURA, CALIFORNIA -- I really have to comment about the poor customer service I received over the last few days. I have been a loyal XM subscriber for several years and it finally came time for me to replace my original SkiFi with an updated model. I also had an XM direct I rigged to run on my PC that I had not really been using for about 9 months and wanted to take them off of my account. I tried to call 2 days ago, I was put on hold for 45 minutes, only to be redirected to a line so static filled, I could not make out the voice of the person on the other side and we had to disconnect. Today I am trying again, Over a total of 69 minutes and 20 seconds I was on Hold, told by the service rep 58 minutes later that he could not terminate service, transferred to another service rep who took my radio information, poorly read a script on why I should continue to get XM radio on my replaced and unused systems (I had to tell her "Let me read from my script --I - WANT - MY TWO - RADIOS - DISCONNECTED"). She put me on hold again for the final 8 minutes where I was then disconnected. So here I am again, listening to horrid french pop music that you use for hold music ( I am convinced you use this torture to get people to hang up ) along with the occasional interruption regarding heavy volume of new subscribers (Hmmmm, didn't your CEO just announce shortfall in new users?). I think this is a cheesy excuse to cover up that you have woefully understaffed your human customer service reps and will do everything possible to constantly charge customers for service they do not want. I would have happily visited your website to disconnect service on these 2 radios, but I can't do that, I HAVE to sit through this voice mail, hold, automated system to get you to stop charging for these 2 systems. So I will start by submitting this letter to your customer Listener Care system and continue to post it it to every internet complaint site I can until I get off the hold music (I am now at 14 minutes + on this second call) and get ahold of someone competent to take care of something that should have been simple to take care of. I wonder how Sirius would have handled this problem?