DETROIT, MICHIGAN -- WORST CUSTOMER SERVICE EVER. I signed-up for a 12 month subscription at $5.00 in December and, after purchasing a new car (in May) I was told that the subscription I had paid for was no longer valid and that, instead of $60 for 12 months, I'd have to pony up $99 for the same thing. Their excuse? "That promotion is not currently in our system." So basically they're screwing me for buying a new car! I paid for 12 months of service, which they now refuse to honor - just because I got a new car. INEXCUSABLE! I'm telling everybody I know and also blogging extensively about this. What an awful thing to do to a customer.
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.
NEW YORK, NEW YORK -- I received several emails from Sirius that they couldn't bill my credit card because it was expired. I didn't have an auto-renewal on the account and when I purchased the service, I paid for 3 years. Two years into the service they are saying they need to bill me to renew it, which was what the auto-renewal bill was for. I repeat I did not have an auto-renewal on the plan, I never agree to those terms.
Since I paid for three years and they were billing me at the two year mark I decided to cancel my service since I don't want to work with such a disreputable company. I called them to make sure they understood to cancel my service. The representative I got barely understood English but I tried to explain I wanted to cancel my service. Instead he insisted that he would give me 5 months for some price, I told him I had no interest in continuing the service. After quite an ordeal I thought he understood what I was saying. This was Feb 15th.
On March 19, after receiving several emails saying they were still trying to charge my credit card, I called them back to see why they haven't canceled my service. I waited 20 minute for a representative to answer. They said they were trying to bill me for the service and did I want to cancel the service. By this time I didn't even own the vehicle anymore and told them so. After the conversation they asked me what I wanted to do. Again trying to explain I didn't have the vehicle (and I wanted to active a new vehicle) and cancelled the service back in Feb they still were asking what I wanted to do.
I couldn't seem to get it across to the representative (again didn't understand English) that I didn't want the service, was not going to pay for the service on that vehicle and I didn't own the vehicle anymore. The representative then asked if I wanted to speak to a supervisor to cancel my service and I told them I definitely wanted to speak to them.
The supervisor got on the phone (after a 10 minute wait) and asked what they could do for me. I went through the whole scenario again and she asked me what I wanted to do. So I went through the whole thing again and still never seemed to get it across to her (she did not understand English any better than the others). The supervisor finally said let me transfer you to a supervisor to cancel your service and put me back on hold without even trying to understand what I was trying to say and that I wanted to activate a different vehicle. I waited on hold for another 20 minutes with no answer I finally hung up.
I still don't have resolution on the ordeal. I was actually calling to activate my new car as well as figure out what was going on with the vehicle that I no longer owned, but ended up with no resolution on the issue and no service on the new car. From my perspective Sirius is the worst ran company and the worst customer service I have ever had the unfortunate dealings with. Even trying to give them business they weren't able to understand what I was asking for or trying to explain.
I bought a new car barely 3 weeks ago. Very exciting times! Came with Satellite radio, for the first time in my life. Super exciting! Was told by dealer I could get a 3 month trial for All Access package. I called Sirius XM to sign up. I told the girl though right up front, that I'm not happy with the radio in the car and I'll be upgrading it within a few weeks.
I asked if this would be an issue. I was told "no" and that all I had to do was "just call customer service and we'll take care of it". I was told too, there would be no fees to transfer service from one radio to a new one. They then talked me into buying an additional 6 months of service for All Access that would start after my 3 month trial ended. So in my eyes, I'm now good for at least 9 months. That's a long time to become addicted to Sat radio! :)
The big day came to upgrade my radio. I purposefully bought a sat tuner because the new Kenwood deck didn't have it built in. I paid for installations and everything. I get home with my new stereo, speakers, subwoofer, remote start, alarm system... the whole bit newly installed...SUPER EXCITED. I call Sirius XM to have service transferred to the new radio and...I'm told they cannot transfer a free trial period from a factory radio to a store bought tuner.
I was told TWO TIMES that my "free trial" is paid for by the dealer where I bought the car. I told the representative "I mean no disrespect, but why would I care? Seriously...why would I care? I was told I get 3 months free, enough time to decide if I like the service. I called Sirius to sign up...so why would I care?" I was told I can go back to the dealer and explain I upgraded my factory radio...but here again, why on earth would I call the dealer just because I went to Best Buy and upgraded my car stereo system?
They told there is nothing I can do but they would be happy for only $15 to activate my new radio and then transfer the 6 months package I had previously bought to the new account. I told them no. I explained that when I signed up, I told the representative I was going to upgrade and they said it was no problem, and it was free and there would be no issues. It was all, a total lie. Ironically, I tried Online Chat in order to get the new radio turned on, without cost and to get the 60 additional days of free/trial service back, and I was told no.
Since I was forced to call them to cancel, I did just that and I was told again...NO. But this guy added that I could go online and submit feedback and maybe they could help. So...in a last ditch effort to save this account, did send them an email and explained everything once again. Today, I got the email back saying that "we are limited in what we can do via email support, thanks for being a customer, but there is nothing we can do for you." LOLFR. Not that..."we'll send this to our consumer affair department, or our cancellation department," or how about this... "hey...we'd love to give you 30 days of free trial if you'd like to repurchase the 6 month package you had earlier."
But no...they would rather see a customer leave...they would rather give a really POOR customer experience instead...ALL BECAUSE I UPGRADED MY CAR STEREO. Yes, that's all it took...I upgraded my car stereo. MY BAD! For what it's worth...I regret spending the money to install the Satellite add-ons for my new car stereo system. Sirius XM was, and is, simply not worth it. The flip side...the POSITIVE SIDE...the new radio is HD, so I just doubled the number of radio stations! So it's not a total loss! :) Thanks.
PHOENIX, ARIZONA -- Oct. 2 - I called 'Listener Care' after they debited my checking account $149.65 AND a $65.00 charge. The first charge was an 'automatic' yearly renewal after our three-year paid up contract expired on our vehicle. The second charge was for an 'automatic' yearly renewal after a one year contract expired on our second vehicle. No notice, no bill, no renewal contract, nothing...they just helped themselves to our checking account and renewed both of our accounts.
While talking to a representative in 'Listener Care', I agreed to a second three-year contract of 'Mostly Music' on vehicle 1. The three-year charge minus what they had already deducted from our checking account left an agreed upon balance that was to be paid in three monthly installments, beginning on Dec. 7. The charge on our second vehicle ($65) was to be refunded as vehicle 2 was in storage and we did not want to renew the contract. They would have been advised of this if they had sent a renewal notice rather than just helping themselves to my checking account. This call took 45 minutes.
On 10-20 another charge was taken out of our account even though nothing was due until Dec. 7! I called and a representative promised to have straightened everything out. Again on 11-9 another Sirius XM charge was taken out of our account even though nothing was owed until Dec. 7. On 11-11, I called 'Listener Care' only to discover that someone there had changed us on Oct. 18 to a Lifetime contract and we now had a balance of $797.03! This was done without our permission and there were no notes on our account as to why or who changed our account.
When you call in, you must give several pieces of personal information in order to access your account. However, it seems someone (probably a Sirius representative that works on commission) easily accessed our account and charged us for a Lifetime contract! The representative kept quoting me 5 monthly payment amounts that did not equal the balance due. She couldn't figure out why the computer kept giving her a different balance than what was really owed. She promised me that she would review my account with her supervisor and call me back later that afternoon. This call took 35 minutes. She never called me back.
11-12: I called in and requested to talk to a supervisor. I received the runaround and I finally demanded to talk to a supervisor. Supervisor ** reviewed our account and because there were no notes on our account about us changing to a Lifetime contract, she believed me and said she was correcting our account and we agreed to the corrected balance. ** gave me a $54.11 credit for all my trouble. With the two additional debits on my account, we agreed to the unpaid balance.
11-22: I received a bill for over $400! I called and briefly explained that I was didn't want to talk to anyone except a Manager. I was put on hold for 35 minutes and then hung up on. I called back and demanded to talk to a Manager and told the representative NOT to put me on hold while she got me a Manager. I talked to Manager **. He could see from all the notes on our account that everyone had royally messed up. He worked and worked on our account and could not get it to reflect the credits due us. He then said he was closing out our account and opening a new one.
The new account reflected a balance due of $100, which I agreed was correct. ** said if I would pay it in full during our telephone call I would end up with a paid up three-year contract. I told him I WAS not paying another cent until the agreed upon due date. He then offered me a $50 credit for my trouble and if he could process the other $50 during the call I would owe nothing.
I agreed, he had me sign back in to my account to see that it carried a 00 balance, which I did. I had originally requested ** to call me back when he got our account straightened out and he informed me that they cannot make outgoing calls. I said if one of your employees has a heart attack are you telling me you can't dial 911? He said they could do that, but make no other outgoing calls. Therefore, I was forced to stay on that call for an hour until he straightened out our account.
12-3 I received two bills, one for $102.00 and one for $487.89 on two different accounts! I have now called in 9 times and had many, many long conversations with as many promises to correct our account and now two months later it has not been done. I have emailed 'Listener Care' and told them if I don't get a call from them by the end of the next working day (Dec. 5) I was cancelling my service and demanding a full refund. The moral of the story is that 'Listener Care' does not listen, nor do they care, nor do they do what they say they are going to do. DO NOT SUBSCRIBE TO SIRIUS XM RADIO!!!
NEW YORK, NEW YORK -- I only need Sirius so I can listen to Howard Stern. There are so many other options out there for music that Sirius is simply not needed. However, because I want to hear Howard every day, I am being held hostage by Sirius and am being nickled and dimed at every turn, then disappointed that the "upgrade to premium Internet service" is not working, all of the links to download the Blackberry app are dead, and unless you call their "Listener Care" Department, they don't tell you that the problem is on their end.
Currently, I'm paying for their so-called "Premium Internet Radio" and none of it works. After an hour and a half conversation last weekend and a half hour conversation with "Listener Care" today, I was told that if I'm not satisfied, I should just cancel my Internet radio subscription. As much as I would like to tell them to F-Off and cancel my subscription. I would have no way to hear Howard Stern.
So there you have it... I'm held hostage by Sirius because of one piece of exclusive programming that I like, that I pay a premium for, that they can't seem to get to work, and they do not appear to be in any hurry to fix it. They did offer a $10 credit to be applied to next year's renewal, but the money is not the issue, nor am I even certain I will stay a subscriber for another month, much less more than a year from now.
Three times a year when it's time to renew one of my three radios, I get invoices from Sirius, each with a $2 "Invoice Fee". Not sure why they feel it necessary to fleece us for $2 to send us their bill, but that's a perfect example of the way they operate.
This year I decided to do automatic renewal to avoid that made-up fee and get all three radios in line to be auto-renewed ONE TIME a year. I only wish their customer service and technical support were as efficient as their billing department. Their billing department is very good at taking my money, but their customer service and technical support seem to be absent (or at least the opposite of helpful) when I have had to call to complain.
To add insult to injury, after I renewed all three radios for a year each, I was informed that I no longer had Internet Radio available (a service that was previously included with my subscription), unless I paid an additional $3 a month for it. They touted that this cost would give me "near CD quality" audio and allow me to download and use their Blackberry App for listening from my smart phone.
So, after paying them $300+ for my three radios, I am now paying an additional $36 a year just to be able to hear Howard from my computer. Again, Internet radio service used to be included with the subscription, and now it's an up-charge.
After all of this, I still cannot listen via my Blackberry because they have made the app unavailable (all the links are dead), and their so-called "upgraded Internet radio console" won't play any content. If you can get by without Howard Stern, you do not need Sirius XM. Nearly all the rest of their content is available elsewhere, and usually for free.
They only care about your money regardless of how slick and relentless their advertising is. They couldn't care less if they have technical issues... they already have your money and are hoping you just blow it off and don't complain. If I could get Howard Stern some other way, cancelling this money-grubbing company would be a no-brainer. Avoid this company at all costs!
I have had a Sirius radio for about 6 years now and have always been happy with the service and content. I purchased a lifetime license about 4 years ago which includes online listening. Today, I went to listen to Sirius on my Android phone using the smartphone app and I received a message saying I needed to add online listening to my account to use the app and to call customer service. So I called and basically was told over and over (the service representative just kept reading from the same script) that my online listening package is considered the basic package and I need the premium package to use the app.
That's funny, because if you try to sign up for their online listening service there is no discussion about basic versus premium, in fact the page says with online listening you can listen anywhere, your computer, your iPhone or your android phone. There is only one option to sign up for, but I was told anyone who had a lifetime license was converted to a basic online service and that I could listen on my computer but not on my smartphone, if I want to do that I have to pay an additional $2.99 a month.
There is currently a proposed class action settlement against these guys for charging lifetime accounts the $2.99 fee for online listening so I guess their way around this is to now claim the lifetime licenses only get computer access and that smart phone access is a separate service (although not sold or offered that way anywhere on their site). These guys are really trying to put themselves out of business with their horrible practices, I guess they don't care about me since I am a lifetime member and they can't get more money out of me so who cares if I am not happy with the service.
They could not give me any further info as to why my "Online Listening" account which shows as active on my account is different from the "Online Listening" service they currently offer other than the service representative telling me I have to take his word for it that there are different accounts available, a basic and a premium but only they can see it. I would cancel my subscription if it wasn't already a lifetime license. I know I definitely will not be getting another SiriusXM radio again anytime soon, that's for sure. I would suggest that anyone reading this stay away from them as well, they only care about milking every last penny out of each customer before they lose them.
MICHIGAN -- I received a 1 year trial subscription for Sirius Radio with my 2012 Jeep Grand Cherokee. A few weeks before the trial period ended Sirius sent me an offer to get internet radio free for one year if I renewed my subscription. I listen quite a bit and was planning to renew anyway. I renewed my subscription one week before the trial expired and got used ID and password for internet radio.
The day after the trial period ended my service was shut off. I paid for the renewal with a debit card so I checked my bank account and found that the transaction had net been processed nor was it pending. However, the internet radio was still working. I called customer support and they still had a record of my previous call to renew; the CS gave me the date I called and the last 4 digits of the debit card I used.
After giving me the price for 1 year of service (which had not changed) the CS asked if I wanted internet service added. I explained that I had already taken advantage of the one free year of service offer. I was asked to wait while the CS checked something. She told me that the only way I could get Sirius internet was to buy some sort of all inclusive package for an additional $50 dollars or so.
It's not so much the $50 as the fact that I thought I had been promised the service for a lower price; that they went ahead and shut my service off and tried to jack the price up when I tried to renew. I know everybody would like to make an extra dollar, but I don't like to be lied to. I told them not to renew. I'll be back with another review if they turn the service back on and bill my debit card.
TEXAS -- I am a very dissatisfied customer of your company and here is the short story. I purchased a 2012 Mustang for my wife in November 2012 it was a Christmas present for her. I had the car loaded with everything Ford offered including Sirius. The Sirius program came with the car and was to run for 12 months, in March of 2012 I purchased a 2012 Ford F150 STX for myself and it came with 6 months of Sirius.
Then fun started, immediately I begin getting calls for late payments for both account as well as bills through the mail, along with marketing material asking me to join, when I was already a customer. Each time I explained to your customer service people the situation and it would stop for a while then pick up.
In September of 2012 Sirius took 93.61 out of my account, I immediately ask to see any authorization given to Sirius to make withdrawals from my account. Verbal or written, that request has been made to your folks as resent as 4 weeks ago and I have yet to receive a copy of the authorization, that is illegal! Both of the accounts have now been canceled, without allowing the Mustang to receive its full 12 months of service.
What do I want? I want my 93.61 back or a copy of the authorization, I want the service to the Mustang restored for 6 months, and I want your people to stop calling me with threats of service termination for accounts that are no longer in service and I want your marketing department to stop sending me materials.
We have a group here in Texas called the PUC as well several consumer protection groups each of them will receive a copy of this letter. I am a very serious man, the kind of man who when he washes his hands he washes up to the elbow that means I follow through on everything I start, so don't just think I'm someone to blow off, I would recommend you take this letter and me very serious. You have 10 days to respond!!!
1100 CORPORATE OFFICE DR, MICHIGAN -- Hello, first let me start by saying we don't normally complain but this deserves to be heard!!! Six months ago we sold our car equipped with a Sirius Sat Radio. In the beginning we did enjoy the service for many years. We always paid yearly in advance.
So we called and cancelled. They said we had a refund of $113.00 coming since we only used a few months of the service this time around. They said it would be 8 weeks to process the request and to expect a check. So 8 weeks came and went no money. So we called again. They said "sorry we will put in another request for refund." Another you guessed it 8 weeks... Again nothing! Nada Zip! In the meantime we started getting bombarded with 3 to 4 calls a day trying to sign us back up for a service for a radio we don't have anymore. It got so bad we had to threaten them in order to get the calls to finally stop.
Meanwhile no refund again. This has been going on for 6 mos now. So we just called again this evening. Same run around. Seems no one can give us a straight answer. They even tried to tell us they may have put it back on a CC we cancelled two months before we called them the first time. We told them prove it... of course they can't! It's impossible! So we asked for a supervisor and they transferred the call to a bigger idiot than the last one. This guy promising he would put in another of many trouble tickets.
Here's the rub... They will just keep giving you the runaround till you just give up and they keep your hard earned money for FREE!! The worst part is they now have pissed us off so bad that we will never do business with them again. They have lost two loyal customers and we will tell everyone STAY AWAY!!! Imagine how much money they keep off hundreds of thousands of unsuspecting clients this way. It makes me sick!!! No honesty and no integrity... that sums up Sirius Radio! Just hot air!!!