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Orderinfo@xmradio.com Complaint - POOR CUSTOMER SERVICE

Review by KensXmp3 on 2009-07-15
On June 24, 2009 I placed an order online for an XMp3 with the home kit and free vehicle kit. I opted for the standard shipping which would arrive within 7-10 business days. The total cost charged to my credit card was $243.79. Two weeks went by and no product had been delivered. I called XM Order Support at 1-866-ShopXM1. I learned from the support person at XM that my order had not even been shipped. He stated that he would get it shipped immediately and that I should receive my order within several days. Another week went by and no product. I called again on July 14, 2009 and spoke with another support person. I was on the phone with them for about 30 minutes while they tried to figure out where my order was. They stated there was a problem with the billing then she said it must be a problem with the credit card information. I advised her that I had already been billed on my credit card statement. She then told me to wait a couple more days to see if my order arrived and if it didn't by then she would contact a higher representative to alleviate the problem. I told her that I wasn't waiting another day! I told her to enter it in her system that I called two times already inquiring as to the status of my order and that I shouldn't have to wait any longer. My problem was not rectified. There was no effort on XM Order Support's part to get my product to me. I paid to have the product shipped within 7-10 days and it has now been 3 weeks and I've paid for a product that I have not received and unsure at this point if I ever will.
Comments:2 Replies - Latest reply on 2009-07-15
Posted by Anonymous on 2009-07-15:
Do a charge back now. If they don't know where your order is then it's lost in their system.
Posted by KensXmp3 on 2009-07-15:
They cancelled the other order and re-ordered the product. Said it would be here in two days. I'm gonna give them the benefit of the doubt. If, in two days, it's not here then I will do a charge back. They keep referring to the UPS Tracking number and putting the blame on UPS. I checked with UPS and learned that each time the package is received or leaving a distribution center it is scanned and that's how you get your updates when you track your package. I learned that the package is assigned a tracking when the distributing agency is ready to send something out. In my case it was assigned a number but the package never left XM Radio. So, therefore, it is not UPS's fault because they never received the package from XM Radio.

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