Sirius Satellite Radio Complaint - Seriously Disappointed
Thinking of subscribing to Sirius or becoming a shareholder? Here’s what you’re investing in:
I’ve been a Sirius subscriber since 2004 and I promise you that their customer service is the absolute worst of ANY company I have experienced! Worse than any airline, worse than any healthcare provider, even worse than any insurance company! I buy a new car every other year, and the WORST part of that experience is getting the Sirius service changed from one car to the next. I’ve had service that I paid for unexpectedly cancelled for no reason, only to have to call and wait on hold for 45 minutes to speak to someone in India who BARELY speaks English. I’ve been scolded by Sirius employees FOR HAVING TOO MANY ACOOUNTS! I’m not joking; I’ve been told “If you didn’t have all these accounts, you wouldn’t have these issues”. I’m so sorry I spend so much money with your company!
Today I attempted to log on to my account to avoid the whole call center situation, and my password no longer works! It’s the same password that I’ve used since 2004, oh well. So I called in to the customer service center. I waited on hold for nine minutes with “music on hold” intermittent with a ladies voice coming on every couple of seconds urging me to use the website. Very frustrating. But now, for the last 36 minutes, I’ve been listening to dead air. The call is still connected; I assume I’m on hold, but no music, no annoying message, nothing! I decided to Google “Sirius Customer Service” to see if there was another way to contact while I waited in the dead zone. Hundreds of consumer complaints popped up. I clicked on customer service scoreboard.com. I read several of the consumer complaints and then one of the employee responses. The response was from siriusspEgypt posted on 4-12-10. I was amused to read his/her letter regarding his/her attitude toward customer service and his/her job at Sirius. Here are my favorite excerpts:
“As for being put on hold for so long doesn't mean that we refuse to take your calls. I Work 8 hours a day and we take calls consecutively!!!! Meaning that as soon as we're done with your call we receive another one RIGHT AWAY...So you might be on hold for 45 minutes but I probably took more than 20 calls during that. Also keep in mind that the calls get transferred automatically meaning that we don't have the option to "pick up" the phone. Besides, Sirius have more than 22 million subscriber. Imagine if just 10% call us in one day...and yeah we're expanding our call centers to be able to absorb all that number.
"Regarding being double charged or payments that doesn't go through. Please understand that we work on computers and on systems. There's always a space for mistakes and system glitches. We all encountered that at some point. We do out best to assist you if it was our mistake !!!
At the end of the day you should just relax even if its a bad customer service."
"care service. After all, Sirius is Entertainment. ;)"
This clears up a lot for me. I never thought to look at it from the call center employee’s point of view. We should just relax, it’s only money and time, something we Americans have way too much of anyway! They have WAY too many customers to possibly give a damn about one customer’s issues! They have a job to do after all, just be patient! If you don’t like it, you can just cancel. Wait, you need to speak to someone to do that and then they actually have to do what you ask them to do! If you don’t like it, what are you going to do, listen to free radio? That’s just crazy!
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