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XM Radio, BAD BAD CUSTOMER SERVICE



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Old 06-27-2009, 11:59 AM   #1
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XM Radio, BAD BAD CUSTOMER SERVICE

Well I dont know how many of ya out ther have XM but I hope yall aint gotta deal with what I have.

K heres the deal about 2 years ago I got the setup when I was driving alot and payed the year subscription, renewed last year. Then in july last year I quit driving as much and quit listenig to XM, So I just let my subscription run out this last march and called and said to cancel.

Bout 2 weeks later I get a bill stating that I owe $150 for another year. I call and ask what the hell. They say it wasnt canceled and I owe the money. I tell them cancel and I will not pay. They try to offer me a home kit to listen at home I say I have XM on dish network not interested. They say They give me 3 free months I say whatever aint going to listen just cancel the thing and credit the account. They say everthang good I owe no money.

So Im curious if they gave me 3 free months I turn on the XM in my truck about a month ago. NO service so I figure they didnt give it to me so I dont worry bout it.

Today I get bill in mail saying I owe $50 for another month. I call on hold 20 minutes. Lady ansers I tell her. She says cant help transfer you to cancel department. On hold another 30 minute. Im pissed, another lady ansers I tell her, she says ok radio canceled but you owe $10 for service used. WTF I say, she says no profanity, and that you didnt call after 3 free month to cancel you owe. I say the F*!!*n radio didnt work the last 3 months I aint listen to it since last july why the F*#! would I pay she says because you didnt cancel.

I say give me manager. On hold another 25 minute. Guy ansers tell him. He says you accepted 3 free months I say did not, I wanted canceled he said you was gave 3 free months you had to call and cancel I said how the hell was I to know i had 3 free the damn radio didnt work. He says well we dont know that wnd wont know that unless you call in and tell us. I very pissed now. I say I dont F*@#N care I didnt have service so I figured I didnt have any thing. He says you are responsible for the charges. So i told him a few very choice words and hung up.

So moral of the story IF YOU HAVE XM RADIO AND WANT TO CANCEL MAKE VERY CLEAR IF THEY OFFER FREE MONTHS TO DECLINE AND THEN CALL BACK 2 WEEKS LATER TO MAKE SURE ITS CANCELED. So that you dont have to spend 2 hours on the phone and still have to pay them.

Thanks for letting me rant
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Old 06-27-2009, 12:57 PM   #2
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Sadly, you're not alone on this one. Since the merger, their customer service has gone to hell, quick.

My story with them goes something like this:

We've had XM on three vehicles for almost 5 years now. It's stupid expensive, but worth it because we're on the road, a lot. Changing stations or fiddling with CDs was a hassle, and in the end I was buying 2 CDs every month--which worked out to the same amount anyway.

So, the account has been set up on auto-pay. Last year, I updated the credit card #'s and such through their online system, as the old one had expired. No biggie. In January, the computers ran the old card--and it wasn't accepted, duh. So, in February, they call me up and say my account is past due. In struggling to figure out what was wrong (I'd forgotten I updated the old card), I just gave up and had them bill a different card and thought the issue was settled.

Well, in March, I opened my statements on both cards and found they'd corrected their billing problem from the computer saved card, and they'd gone ahead and billed the one I gave them over the phone. Sooo... I got on the phone with them and wanted one of them reversed, naturally.

I've contacted them once a week since then, and just now got the reversal on one of the cards. I've talked to every level, supposedly, of their customer service folks and was promised it would appear within 72 hours--since March. Every time they handed the phone call off to someone, it never felt like I was making progress, rather just to another monkey on the phone. All promised the same thing, and finally after 4 months one of them got it right.

I've no plans to cancel the service, but I've gone back in and deleted all my card information. Hopefully, they'll have to call me to get their money next year, and I'm going to make them work for it. Each one of the aforementioned monkeys offered me the 3 free months as an apology--to the tune of 18 months free.
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Old 06-27-2009, 01:11 PM   #3
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At least you got 18 months free. When it comes time for the renewal they will try to call you (SO THEY SAY) and send you a statement in the mail also.
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Old 06-27-2009, 02:50 PM   #4
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Yeah, I don't expect to get them to be honest. I figure they'll fall back on the three free month thing and still end up billing me for them anyway. I'm sure my math and theirs won't ever agree. They had 6 agents promise me the same three months is how they'll see it.
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Old 06-27-2009, 03:28 PM   #5
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That is probably exactly the way they will see it. Xm is great dont get me wrong I just didnt need it any more. But on the flip side if I was looking at getting it for the first time knowing that the customer service is like it is Id stay way from it and just keep buying Cds
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Old 06-27-2009, 04:04 PM   #6
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Your not alone -- their customer service has s*cked since day one that we have had them -- but Dan being on the road so much what were we to do since Sirus and Xm merged!! I always get a name, employee #, date and time I talk to someone and make sure they put the information in the computer. I call back and ask for the next person to read the notes on the account to make sure it is there!!

When my truck got stolen I call to cancell -- they tried for 30 mintues to offer me another radio, free service, etc... The jacka**'s wont take no for an answer!!
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Old 06-27-2009, 04:10 PM   #7
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It is sad when business claim how great they are but, at the same time have the worst customer service.
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Old 06-27-2009, 04:16 PM   #8
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I see they switched over to the Sirius costumer disservice. lol

We have sirius and my mom has to fight with them over one thing or another at least once a month. My brother and I both were signed up on separate accounts from our parents. At some point we both got put on their accounts, yet their 3 or 4 accounts were all over the place. Only connection with mine was my mom's CC info from when I first got it and my brother used their phone number or address at the time.

Most of the time the hassle is a result from the two cars my mom had before. She traded in the first one, transferred the remaining subscription to the new car, the second car was destroyed 6 months later, and now she has another one. There's always an issue where they are trying to bill her for renewing the other two or they are shutting the new one off for nonpayment. Last week I got an email for her account saying it was disconnected because her card had been reported lost/stolen, never contacted her. My email address has NEVER been on her account. They just took it upon themselves to add it.
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Old 06-27-2009, 04:31 PM   #9
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I see they switched over to the Sirius costumer disservice. lol
That is why I went to XM instead of sirius, I had heard they had bad customer service
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Old 06-27-2009, 04:36 PM   #10
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That sucks...I payed for a year subscription 3 yrs ago and its still going strong. Maybe I should look forward to a bill...lol. **** em turn me in to collections.
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Old 06-27-2009, 04:41 PM   #11
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That sucks...I payed for a year subscription 3 yrs ago and its still going strong. Maybe I should look forward to a bill...lol. **** em turn me in to collections.
Hell your prolly the only one that has slipped through the cracks then
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Old 06-27-2009, 05:10 PM   #12
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I got 6 months free when I got my new truck. It was ok, but I'm not paying for radio when you can get it free. So, when my time runs out I tell them I don't want the service, the fools kept calling me for 6 months trying to get me to subscribe, even after I told them not to call back.
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Old 06-28-2009, 11:36 AM   #13
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I got 6 months free when I got my new truck. It was ok, but I'm not paying for radio when you can get it free. So, when my time runs out I tell them I don't want the service, the fools kept calling me for 6 months trying to get me to subscribe, even after I told them not to call back.
That sounds about par for course with these guys. In my opinion XM/Sirius any more it aint worth it.
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Old 06-28-2009, 08:17 PM   #14
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If you live in a big city where you actually have a choice in radio stations it probably isnt worth it. But if you live in the middle of nowhere or on the road a lot like me it is well worth it.
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Thats pretty much how I feel about it....You gone yet?
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Old 06-28-2009, 08:21 PM   #15
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i have had siruis radio for a few years and the cust servic sucks. i had two radios. they both broke. called and they replaced both for free. put one in and the other sat for a awhile. they shut off the one that sat. when i tried to set it back up under one account with the same billing every 6 months they could not do it. i finely said f-it. and paid it. so every 6 months it is reoccuring, and every 6 months it gets shut off for non payment. but it does not try to go through my back accout.
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Old 06-30-2009, 11:48 AM   #16
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satellite radio

I got 6 of the Sirius units:
09 Kia ( 3 months was free)
08 Dodge 3500 ( 1 year is Free)
06 Dodge 2500 stand alone unit broke after 3 years, replacement was on me.
06 Caddy SRX Stand alone unit had to be replaced after only 6 months of grandkids jacking with it, imagine that lol
06 Town Car Stand alone unit fine so far
04 Mercury Stand alone unit fine so far
My only complaint is also long hold times and their stuborness at customer service.
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Old 06-30-2009, 02:49 PM   #17
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I have had sirius since the day first were on the air. I have yet to have any issues with them.
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Old 06-30-2009, 03:13 PM   #18
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i've had sirius since 06. no problems here.
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Old 06-30-2009, 05:57 PM   #19
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Its just like every other company, some people have problems others dont.
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