Complaint Rating:

XM Radio has got quite a business plan implemented; you can perform 99% of service through their self-service web portal... EXCEPT stop/disconnect service for a radio. I called and after 7 mins being transferred and answering the same questions over and over, I was transferred to the "only department that can stop or disconnect service". I was put on hold, and eventually got disconnect. I got on their website and through the "contact us" menu, sent an email requesting one of my radios have the XM service discontinued. Conveniently I got an email in my inbox (you provide your email address when filling out the form on the "contact us" portal), stating my email could not be delivered (ok, nothing special here, they have screening software that looks for key words like disconnect, terminate, turn off, etc..., and then generate an pseudo error message back to the senders email address). I called a second time and explained my frustration to the representative on the other end and after 15 mins she said the service had been stopped for the radio ID I provided. A half hour later I logged back in to verify the changes, and she had disconnect the wrong radio... guess she wanted to prove a point after I would not activate a replacement radio during her interrogation of why I was stopping service to this radio (i.e., what happened to the car, do you have a new or replacement car, did it come with XM radio, and on and on...).

Very easy to enable a new service, but be prepared if you ever try to terminate the service. Hopefully the proper agencies catch on to these tactics and put an end to it. With MP3's, it's no wonder XM Radio is broke, but their "make it impossible to disconnect" approach will only work against them in the end.