My Troubles With Sirius/xm

HawkeyeOC · April 6, 2009

Start the Violins playing

Where do I start with these guys?

I wrote in here a month or two ago about the great $77 deal I got. It's so far coming at a big price!

I am griping a lot here but maybe others can learn from this

-CC charged in January for $359.64 (3yr subscription)

-Called on Feb 20th and got $77 deal. Balance to be refunded to CC in 24-48 hrs

-Credit shows up in their system but is never refunded onto CC

-Numerous call backs by me to get that money back on the CC. Excuses heard:

1 Can take up to a week sometimes

2. We already refunded back to your CC

3. most heard excuse: Computers show the refund "pending" so it should be soon

4. "I am so sorry, I will expedite your request right now"

5. Several times I was told a different department would call back. When I asked them later why no one called, they told me they got a Voice Mail one time and a busy signal the other...The phone number I gave them neither has VM and has call waiting

What I learned:

-Don't keep my CC on file with them. That gives them the right to charge what they think you want when your subscription runs out

-I am not saying stay away from them, but XM/Sirius has never made any money since they were created so give them as little money as possible. It's d@m hard to get it back once they have it!

- Their call centers are outsourced and the people that solve billing disputes don't take incoming calls. They have to call you? WTH???

- Check out the Better Business Bureau rating on these guys...sheesh!!!

http://search.newyork.bbb.org/reports.aspx...bersOnly=False#

My credit card company wouldn't do anything about XM's internal credits, so I had to cancel everything, wait 30 days and THEN I can get my money back!!

I think XM/Sirius is going down in a ball of flames ...I used to love this company

Off my Rant

MikeInCtown · April 6, 2009

If by outsourced, you must mean New York instead of India.

I agree that Xm CS sucks ass. I have Sirius and they have always been very helpful and their CS is way better than my experience with XM. they may have merged stations and some programming, but so far the billing portions are still seperate.

I'll probably write back in later swearing as I need to cancel my XM account as I finally hooked up my Sirius in the truck.

BuckFeverZ · April 6, 2009

I've heard this a many times. Last month I got the deal they had were you got 5 months for $19.99 but I had to give them my CC. They wouldn't send me a bill. So, now I have to remember to call before the 5 months is up or otherwise they will automatically renew by subscription. Hopefully they don't pull this shit with me when I cancel.

HawkeyeOC · April 6, 2009

I've heard this a many times. Last month I got the deal they had were you got 5 months for $19.99 but I had to give them my CC. They wouldn't send me a bill. So, now I have to remember to call before the 5 months is up or otherwise they will automatically renew by subscription. Hopefully they don't pull this shit with me when I cancel.

When/if you cancel, just make sure they don't owe you much and you should be fine

HawkeyeOC · April 6, 2009

If by outsourced, you must mean New York instead of India.

I agree that Xm CS sucks ass. I have Sirius and they have always been very helpful and their CS is way better than my experience with XM. they may have merged stations and some programming, but so far the billing portions are still seperate.

I'll probably write back in later swearing as I need to cancel my XM account as I finally hooked up my Sirius in the truck.

Through reading online, Someone said that there is one US call center, one in Manilla, and one in Jamaca? Not sure if this is true though. The people I keep getting have distinct accents

L29er · April 7, 2009

glad i went with lifetime, 4 years and no probs...

MikeInCtown · April 7, 2009

Called Sirius today and got someone clearly American. They hooked me up and now my Sirius Starmate 4 reciever works great again.

Need to call XM tonight or tomorrow as they had the site blocked at work and I didn't have the phone number.

08SGMSierra · April 7, 2009

So if the CS sucks, how is the actual product?? I had a Sirus system in a recent rental car and really enjoyed it. I have the XM unit in the Sierra and have considered activating it for a few months to see how I like it.

Is the radio clear? The rental I had, had a crappy radio and it didn't sound very crisp. Wasnt sure if it was the system or the provider?

MS3DALE · April 7, 2009

So if the CS sucks, how is the actual product?? I had a Sirus system in a recent rental car and really enjoyed it. I have the XM unit in the Sierra and have considered activating it for a few months to see how I like it.

Is the radio clear? The rental I had, had a crappy radio and it didn't sound very crisp. Wasnt sure if it was the system or the provider?

My XM is crystal clear in my truck The radio stations around here don't come in clear at all with all the mountians/hills we have.

superjim · April 7, 2009

Is the radio clear? The rental I had, had a crappy radio and it didn't sound very crisp. Wasnt sure if it was the system or the provider?

My XM is clear as can be.

In my opinion, it is very good.

I have had XM for over three years and like it.

khancock · April 7, 2009

I've been playing games with these guys for the last month as well. I had sirius in my previous truck, billed every three months to my cc, automatically. When I traded in August I canceled and all was well. Out of no where this month there is a re-bill on my cc for my 3 month charge???? I called and got a refund processed which took two calls back to actauly to show on my cc, but then it was for 1/3 of the charged amount. Another call and they promised to correct it but their refunds have taken about 10 bus days. I used to love sirius and i did put sirus in the new truck (took factory XM out) but I wish they hadn't merged. The programming is slowly going down hill and with customer service this bad its not looking like they have a bright futrue.....

HawkeyeOC · April 7, 2009

So if the CS sucks, how is the actual product?? I had a Sirus system in a recent rental car and really enjoyed it. I have the XM unit in the Sierra and have considered activating it for a few months to see how I like it.

Is the radio clear? The rental I had, had a crappy radio and it didn't sound very crisp. Wasnt sure if it was the system or the provider?

My XM is crystal clear in my truck The radio stations around here don't come in clear at all with all the mountians/hills we have.

The actual product is great. It's always been great in my book. Talk radio stations sound a little bit wired sometimes. Better than AM but you know it's digital. Reception is good too in general. It acts a little bit like AM reception and better in my truck in comparison to my sister in laws Acura. I would guess because my truck is higher.

HawkeyeOC · April 7, 2009

I've been playing games with these guys for the last month as well. I had sirius in my previous truck, billed every three months to my cc, automatically. When I traded in August I canceled and all was well. Out of no where this month there is a re-bill on my cc for my 3 month charge???? I called and got a refund processed which took two calls back to actauly to show on my cc, but then it was for 1/3 of the charged amount. Another call and they promised to correct it but their refunds have taken about 10 bus days. I used to love sirius and i did put sirus in the new truck (took factory XM out) but I wish they hadn't merged. The programming is slowly going down hill and with customer service this bad its not looking like they have a bright futrue.....

Yea, the CS issue is the problem. The people I get are friendly and they know the right things to say for the most part, but their policies and/or the way they are structured is a big issue. They say they are literally powerless to connect you to the correct people if there are problems they can't handle. They can't or won't transfer you to someone that can solve billing issues.

I am sure the merger is the root cause of it. I'd seriously give them a year before they either go under or get taken over again. The billing issues they are having are a serious sign that there is trouble