SiriusXM / life time subscriber switching service to a new radio after 3 tries
My 3rd satellite radio has died. The Onyx Plus was given to me last year as a replacement for a stolen one. SIRIUS will not activate my new Onyx Plus because it is my 3rd try. I just bought the new one right after Christmas 2017.
Even though 1 was stolen, they count that as a new activation and will not activate this one.
I was on the phone for 1.5 hours and on the internet for 1.5 hours (same time) trying to solve the activation. Not one representative would do it.
I requested my "Life Time Fee" returned, and they refuse.
The said the would escalate it and get back to me in 10 to 15 days!
Below is my entire "CHAT"
You recently chatted with one of our SiriusXM Chat Support Agents. Below is a copy of the conversation. If your question and/or concern was not addressed to your satisfaction, you may call us at [protected] from 8 a.m. - 10 p.m. ET Monday-Friday and 8 a.m. - 8 p.m. ET Saturday and Sunday. Thanks.
Chat Start Time Chat End Time Chat Duration Operator Interaction ID
Jan 01, 2018 18:11:00 GMT Jan 01, 2018 19:19:32 GMT 01:08:31 Jenny INT-va1appis11-[protected]
Auto-Generated Message (18:11:01 GMT) : SiriusXM: Hi, I'm the Sirius XM Virtual Agent. I'm here for you!
SiriusXM: May I have your first and last name?
Visitor: Robert wiacek
SiriusXM: Thanks, may I also have your phone number, including your area code?
SiriusXM: Thanks, again.
SiriusXM: How can I help you?
Visitor: My Onyx Plus died. I purchased a new one and called to activate it. The representative could not do it and told me to email the Support team. My new ID is:J53C0D4W. I am a LIFETIME SUBSCRIBER. I was told I had to pay for the turn on. Last time I purchased this radio I DID NOT PAY 75.00 USD To activate the Onyx Plus. Please turn on my service NOW
SiriusXM: That's not something I can handle, but I'll connect you with a specialist who can help you.
Auto-Generated Message (18:11:01 GMT) :
This customer has not signed in. Please validate the account info for this customer if you need to access the account for answering the customer's question. If you are going to push the payment card, please add Account Id as the parameter in the slider command.
Visitor (18:11:09 GMT) : My Onyx Plus died. I purchased a new one and called to activate it. The representative could not do it and told me to email the Support team. My new ID is:J53C0D4W. I am a LIFETIME SUBSCRIBER. I was told I had to pay for the turn on. Latst time I purchased this radio I DID NOT PAY 75.00 USD To activate the Onyx Plus. Please turn on my service NOW
Kyle (18:11:30 GMT) : Hi, my name is Kyle. Thank you for contacting SiriusXM
Kyle (18:11:36 GMT) : Hello Robert!
Visitor (18:11:40 GMT) : hi
Kyle (18:11:41 GMT) : I apologize for the inconvenience.
Visitor (18:12:34 GMT) : ok turn it on
Kyle (18:12:53 GMT) : Let me check with my supervisor.
Visitor (18:13:58 GMT) : what is going on
Kyle (18:14:05 GMT) : One moment.
Visitor (18:14:09 GMT) : k
Kyle (18:14:42 GMT) : Please help me with the complete address and ZIP code.
Visitor (18:15:48 GMT) : 105 S, Pelham Rd
Visitor (18:15:57 GMT) : Voorhees, New Jersey 08043
Visitor (18:16:04 GMT) : [protected]
Kyle (18:16:11 GMT) : Certain changes made on your account may result in us sending you an email confirming the changes. Is firstname.lastname@example.org your current email address?
Visitor (18:16:20 GMT) : yes
Kyle (18:16:43 GMT) : Perfect. Thank you for confirming the account details.
Kyle (18:17:26 GMT) : As per account I see that your life time radio is reached the transfer option.
Visitor (18:17:42 GMT) : ?
Kyle (18:17:45 GMT) : As of now you don't have the option to transfer to new radio.
Visitor (18:18:03 GMT) : Bulll [censor]
Visitor (18:18:21 GMT) : Them you replace my Sirius Radio that dies
Visitor (18:18:45 GMT) : I had to buy a new one, and now you wont turn it on????
Kyle (18:18:56 GMT) : On or after September 8, 2007: Lifetime subscriptions associated with home, portable or dock & play radios can be transferred a maximum of three times.* Lifetime subscriptions first associated with or transferred to radios installed in vehicles by automakers or dealers are NOT transferable unless the radio is stolen, accidentally damaged or defective.
Visitor (18:19:38 GMT) : This is NOT an automobile radio!!!
Kyle (18:20:10 GMT) : Lifetime subscriptions associated with home, portable or dock & play radios can be transferred a maximum of three times.
Kyle (18:20:22 GMT) : I see that you've transferred more than 3 times.
Visitor (18:20:31 GMT) : this is the 3rd
Visitor (18:20:46 GMT) : first was the old style
Kyle (18:21:18 GMT) : I've check this for you!
Visitor (18:21:28 GMT) : then the last one was the ONYX it died 3 days ago, this I the third
Visitor (18:22:09 GMT) : YOUR RADIOS KEEP DYING NOT MY LIFETIME SUBSCRIPTION. ITS YOUR PRODUCTS
Kyle (18:22:14 GMT) : Let me check with my support team.
Kyle (18:22:21 GMT) : Allow me two minutes
Visitor (18:24:13 GMT) : Support Center Support Home Answers Submit a Question to our Support Team Email Address * Required First Name * Required Last Name * Required Phone * Required Radio ID / ESN Ask Your Question * Required My Onyx Plus died. I purchased a new one and called to activate it. The representative could not do it and told me to email the Support team. My new ID is:J53C0D4W. I am a LIFETIME SUBSCRIBER. I was told I had to pay for the turn on. Latst time I purchased this radio I DID NOT PAY 75.00 USD To activate the Onyx Plus. Please turn on my service NOW Screen Reader users press enter to select a Category. Values selected:Activating My Radio Swap Service to a New Radio Category * This button does not work with screen readers. Please use the previous link instead. Activating My Radio Swap Service to a New Radio Attach Documents
Kyle (18:24:37 GMT) : One moment please.
Visitor (18:24:42 GMT) : K
Kyle (18:25:05 GMT) : I appreciate your efforts.
Kyle (18:29:14 GMT) : I'm checking Its taking some long time.
Kyle (18:29:34 GMT) : By the way you need to pay transfer fee if the you've the option to transfer.
Visitor (18:29:43 GMT) : I'm TRYING TO FILL OUT THE FORM ON LINE AND ITS FROZE THATS WHY I COPIED YOU IN THIS CONVERSATION AS BACKUP.
Kyle (18:30:10 GMT) : Please change the browser and give a try to fill the form.
Visitor (18:30:27 GMT) : I know I have to pay but last time it was 25.00 or 35.00
Kyle (18:30:58 GMT) : I'm sorry the Life time transfer is $75 from long back.
Visitor (18:31:08 GMT) : ok get it done
Kyle (18:31:21 GMT) : Give me a moment.
Visitor (18:31:59 GMT) : battery on lap top is almost out. please hurry
Kyle (18:32:11 GMT) : Yes give me 2 more minutes.
Kyle (18:32:51 GMT) : I'm sorry, I've check with my support team and It can't be transfer as you've used transfer option 3 times
Visitor (18:33:50 GMT) : it was only 2 times. this is the third
Kyle (18:34:02 GMT) : The first transfer is on [protected] [protected] 12/28/2009
Kyle (18:34:12 GMT) : The second transfer is on [protected] N6RT0AC7 12/31/2014
Kyle (18:34:17 GMT) : Third transfer is on N6RT0AC7 MTGC1AME 11/05/2015
Visitor (18:35:20 GMT) : you see the 2nd one and the 3rd one are the same radio that failed you want the damaged one back
Kyle (18:36:17 GMT) : The second one is : [protected] to N6RT0AC7 on 12/31/2014
Kyle (18:36:33 GMT) : The third on N6RT0AC7 to MTGC1AME 11/05/2015
Kyle (18:37:01 GMT) : I'm sorry It can't be transfer
Visitor (18:37:19 GMT) : that's because it died...I didn't buy one because I wanted a new one, but because it died. just like this one that just died
Kyle (18:37:36 GMT) : I'm really Robert!
Visitor (18:37:48 GMT) : what???? I no longer have a Life time Membership Subscriber?
Kyle (18:38:48 GMT) : You've life time transfer, But you can't transfer the services as you've used 3 times.
Visitor (18:39:12 GMT) : You are not being clear.
Kyle (18:39:32 GMT) : Let me explain you clearly.
Kyle (18:39:57 GMT) : I see that you've transfer the services for 3 times It can't be transfer as of now.
Kyle (18:40:42 GMT) : Would you like me to help you with any other information?
Visitor (18:41:03 GMT) : YES...I'm LIFE TIME RIGHT? IM STILL ALIVE RIGHT? WHATS THE PROBLEM?
Kyle (18:41:37 GMT) : Life time transfer can be done 3 times and you've reached the 3 times option.
Visitor (18:42:39 GMT) : I signed on as a lifetime member prior to you changing the rules/. Now I can't JOIN at all?
Kyle (18:43:30 GMT) : The rules are since we have started the life time subscription.
Visitor (18:43:42 GMT) : no way.
Visitor (18:44:31 GMT) : I'm Life Time I paid for Life time. Your radios fall apart.uy new radios because your radios fall apart and now I can't get service
Kyle (18:44:50 GMT) : I can help you with the customer agreement you can go through that.
Visitor (18:45:05 GMT) : go
Kyle (18:46:09 GMT) : HTTPs://WWW.siriusxm.com/pdf/siriusxm_customeragreement_eng.pdf?intcmp=GN_FOOTER_NEW_CustomerAgreementWebsiteTermsofUse
Kyle (18:47:15 GMT) : Please follow above link to check the customer agreement.
Visitor (18:47:23 GMT) : You gonna return my LIFETIME FEEClass action lawsuit? Is that what happens next?
Visitor (18:47:48 GMT) : Do I call Howard Stern?
Kyle (18:48:54 GMT) : I apologize for the inconvenience.
Kyle (18:49:02 GMT) : A supervisor is needed to process your request, please give me a moment while I get a supervisor. Thank you for your patience
Info (18:50:00 GMT) : Kyle has transferred this interaction.
Info (18:50:00 GMT) : The interaction has been transferred to Jenny
Jenny (18:50:05 GMT) : Hi, my name is Jenny. Thank you for contacting SiriusXM.
Jenny (18:50:13 GMT) : I'm Kyle's Supervisor.
Visitor (18:51:35 GMT) : This is very simple. I paid for LIFE TIME. I purchase your radios, they fail I in good faith buy a new one, One gets stolen, I buy a new one, it fails and now I can't get my Lifetime Service back on
Jenny (18:53:56 GMT) : I understand your concern, Robert.
Jenny (18:54:29 GMT) : However, as per lifetime transfer policy we will not be able to transfer services to a new radio now.
Visitor (18:54:59 GMT) : I have no other option? I want my service back on, or I will go start a class action lawsuit for ALL Life Time Members
Jenny (18:55:23 GMT) : If there is a way I would have definitely helped you on chat.
Jenny (18:55:35 GMT) : However, I recommend you to call at [protected]. They may help you further.,
Visitor (18:56:01 GMT) : Should I send you my Onyx Back and youll fix it so I can get back on?
Visitor (18:56:13 GMT) : I already called them.
Jenny (18:56:28 GMT) : Sure, I will help you with the phone number of our advanced technical team, who will help you fixing it.
Jenny (18:56:36 GMT) : Please call at [protected].
Visitor (18:56:45 GMT) : it doesn't power up
Visitor (18:57:11 GMT) : so they cant diagnose it. This is why I bought a new one
Jenny (18:57:12 GMT) : Once you call at the above number, they will check this for you.
Visitor (18:59:09 GMT) : THEY CANT CHECK ANYTHING IT WILL NOT TURN ON
Jenny (19:00:39 GMT) : I wish I could transfer services for you, however, we do not have an option.
Auto-Generated Message (19:01:17 GMT) : Visitor has requested for email transcript. The email will be automatically sent after the interaction is wrapped up.
Visitor (19:01:40 GMT) : I want my file time fee back if you cant help me.
Visitor (19:02:09 GMT) : life time money back
Jenny (19:02:35 GMT) : I'm sorry, as we do not have an access to refund lifetime money.
Jenny (19:02:50 GMT) : I recommend you to call at [protected]. They may help you with an alternate
Jenny (19:02:51 GMT) : Is there anything else that I can assist you with today?
Visitor (19:03:25 GMT) : then activate my radio. I'm ALIVE, I PAID FOR LIFETIME, YOUR RADIOS LAST A SHORT TIME, I BUY A NEW ONE, IT DIES AND YOU WONT ACTIVATE
Visitor (19:04:04 GMT) : THIS IS NOT OVER I WILL START THE PROCESS GOOD BYE FOR NOW
Jenny (19:05:46 GMT) : Let me check with our support team if we have any other option.
Visitor (19:06:33 GMT) : K
Jenny (19:10:34 GMT) : Your patience is greatly appreciated.
Jenny (19:10:51 GMT) : I have checked with our support team also, I'm sorry as we do not have an option to transfer lifetime plan to new radio.
Visitor (19:12:40 GMT) : ?
Jenny (19:13:38 GMT) : Lifetime subscriptions associated with home, portable or dock & play radios can be transferred a maximum of three times.* Lifetime subscriptions first associated with or transferred to radios installed in vehicles by automakers or dealers are NOT transferable unless the radio is stolen, accidentally damaged or defective.
Jenny (19:13:47 GMT) : However, it has been transferred 5 times on your account.
Visitor (19:14:10 GMT) : 3 TIMES
Visitor (19:14:46 GMT) : 09, 2014, 2015 LAST RADIO'S LAST 1 YEAR
Jenny (19:16:54 GMT) : On 12/28/2009 you have transferred services from [protected] to [protected]
Jenny (19:17:26 GMT) : On 12/29/2014 you have transferred services from [protected] to N6RT0AC7 and on the same day you have transferred from N6RT0AC7 to [protected]
Jenny (19:17:44 GMT) : On 12/31/2014 you have transferred services from [protected] to N6RT0AC7
Jenny (19:17:54 GMT) : On 12/31/2014 you have transferred services from N6RT0AC7 to MTGC1AME
Visitor (19:19:15 GMT) : NO KIDDING...12/29 DAY LATER RADIO WAS STOLEN 12/31 NEW RADIO SET UP-ACTIVATION
Visitor (19:19:27 GMT) : IM TAKING OTHER ACTION
Updated by robwiacek, Jan 02, 2018
Lets start a Class Action Lawsuit against SIRIUIS XM because of their deceptive "Lifetime Subscriber" program.
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