Sirius XM Radio
New York, New York
United States - 10020
|Mon||8:00 AM - 11:00 PM|
|Tue||8:00 AM - 11:00 PM|
|Wed||8:00 AM - 11:00 PM|
|Thu||8:00 AM - 11:00 PM|
|Fri||8:00 AM - 11:00 PM|
|Sat||8:00 AM - 8:00 PM|
|Sun||8:00 AM - 8:00 PM|
|Mon||8:00 AM - 11:00 PM|
|Tue||8:00 AM - 11:00 PM|
|Wed||8:00 AM - 11:00 PM|
|Thu||8:00 AM - 11:00 PM|
|Fri||8:00 AM - 11:00 PM|
|Sat||8:00 AM - 8:00 PM|
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On or around 12/18/2008 I called xm radio to renew my subscription (I purchased in 2006). I wanted to upgrade my subscription to the plus package in order to get Howard Sterns. I was informed there was a lifetime membership for $499. I purchased that package. I was then informed about a special. A free xm radio with the purchase of 3 months prepaid service and to continue for 1 year. I agreed and signed up. Everything seemed to be great.
I kept looking for the HS show and the NBA channel and could not find them. I called customer service. They said that they needed to reboot my radio (why wasn't this done at the time I purchased the lifetime membership.) I then updated my e-mail address with your company and had my online password reset. I received and e-mail confirming that the radio had been shipped on 12/19/2008. I was excited, it was to be for my wife car.
I was waiting for the radio and figured due to high mail traffic during the holidays that it was taking longer than normal(Whatever normal is). On or around 1/11/2009 I called xm and informed you that I didn't receive my radio(this was after 10 minutes of waiting on the phone to speak to a person and another 10 or 15 minutes talking to someone in order to be transferred). I was then transferred to another department where I waited 25 minutes to speak to someone and another 10 or 15 minutes with that person. I was told that I (I emphasize I) needed to call UPS and find out the tracking status.
I call UPS who I speak to immediately and they inform me the package has been shipped and received. I have not received the package. UPS said they delivered it to 230 east 7th avenue. I live at 203 east 7th avenue(I received my original invoice at 203 east 7th avenue for my main service in November-It is funny that when people want to be paid they know where to send the bill). They told me I needed to contact the sender and they needed to file a claim.
I'm on my 4th phone call to xm (another 5 or 10 minutes waiting to speak to someone only for them to transfer me to another department again). This time I only waited 40 minutes to speak to a live person. This person told me they send out another radio. They corrected my address and e-mail in there system, they said. I was very patient having spent 2 hours on the phone. I was confident it would be taken care of promptly.
On or around the end of January, beginning of February I placed another call to xm satelite radio listener care(what a crock) to let them know that I hadn't got my radio yet. Listener care told me that they were going to transfer me to a different dept(here we go again). They asked if my address was 230 east 7th avenue(wrong address again), It is 203 east 7th avenue. They also ask me if my e-mail is [protected]@cox.net(this had been updated 2 calls ago) it is [protected]@cox.net. I then inform them that I will not sit on the phone and wait any longer and to have someone call me as soon as it is taken care of. I was told that within 72 hours I will receive a call updating me on the situation. I did receive a call and was given the shipping dept. # and told to call in order to check on my order(customer service at its best). I inform this person I'm not going to spend another minute on the phone(free radio means free radio, My time is precious and I don't have time to sit on the phone for another 2 hours) that was the end of that conversation. On 2/24/2009 I call xm again!!! )= to be given the same run around that I had received twice before with no results what so ever. I was told again that I had to speak to a different dept. I once again told this person that was not going to happen and that I wanted a manager, supervisor (anyone that could get something done). I was told I would receive a call from someone in 24 hours. Today is 3/3/2009 and I haven't spoke to anybody until I called them today. By this time I just want to cancel the radio and get a full refund. I'm told that I have to be transferred to shipping at which point I tell that person all that has happened since December 2008 at which point I'm told that I will receive a refund of service and shipping for that radio. I'm told that I will receive confirmation by way of e-mail(you still had the wrong e-mail) I won't hold my breath for that one.
We really would've liked to received that radio, but after the customer service that we received I wanted to be done with it. Being that you have a monopoly on the market I guess you figure customer service isn't that important. You can bet if and when there is another satellite radio company I will be pulling my business from xm radio and I will let anyone that will listen know of the service I've received.
ACCT. # 1-[protected]
Address: 203 east 7th avenue (not 230)
Escondido, CA 92025
Phone #: 619.244.8703
The reports of horrible customer service at XM are not an exaggeration. All I wanted to do is cancel ONE of my radios. After being put on queue for 45 minutes, I was finally able to cancel the radio. Here is the kicker: The lady tried to sell me a "replacement" radio, which I told her several times I did not need. Why would I call to cancel a radio just to get another? It then occurred to me that she was trying to sell me this to make more money for XM. Not only did the radio cost money (ok, not THAT much) I found out they get a commission for every account they sell. She then tried to sell me the "lifetime" plan which I never asked for. I mean, XM is trading at penny stock level and now you want me to buy $400 for a service that may not be here in a few years? XM will try their very best to sell you a POS radio and then charge you for it. I also believe that the call center is in Jamaica or somewhere outside the USA, but can not confirm that.
2 months ago I signed up for Sirius satellite radio with the basic plan. Once I hit the website to register...
Cancelled service 11/20/2008 with XM and my card as well.Recieved no charges for 3 months ; then this month we recieved a bill. I called my card company but they told me I had to contact XM to get my money back.
Tried to call XM ; but the number I have for them no longer works. Need a number or someway of getting my $13.95 back as I'm not paying for something I don't recieve.
SIRIUS sold me on 11/04/07 three lifetime memberships. On 1/16/09 I traded a vehicle and attempted to...
First, let me define what, in my opinion, constitutes unethical behavior. My opinion is advertising specific attributes of a product and refusing to deliver that attribute.
I never got a chance to "enjoy" the programming. I checked out their website and wanted the "a la carte" programming for $6.99 per month. I bought the Starmate 5 (more radio than I needed/wanted) as the website said it supported "a la carte" packages as well as did the box the radio came in (I bought directly from Sirius). After receiving it I went on line to set up an account and activate it. When I came to the package options all the 'a la carte' programming was greyed out saying my radio did not support 'a la carte'. There were no monthly pay programs, the only two that were available were the full packages for a one year period.
I contacted Customer Service to try and ascertain the problem. After 8 reps and 1 1/2 hours on the phone the issue never go resolved. Two reps acknowledged this radio supported 'a la carte'. Every rep "hung up"--sending me to another rep who asked all the same information as previously--name, address, radio SID number, etc. I was completely disconnected once. One rep tried to "upsell" me to a life time plan. After getting all the info, one rep put me on hold and when he came back had no idea who he was talking to and asked for all the same info again. One rep said he didn't want to take the call and sent me some department who had no involvement in activation. Each time I spoke to a rep I told them that all I wanted was "a la carte" on a monthly plan; that's when they "hung up". Finally, one rep's supervisor told her to tell me to send the radio back, and transferred me to the returns department who gave me an RMA. Yeah, customer service sucked big time!!! The left hand doesn't know what the right hand is doing and none seem to be conversant with the product (they all said my radio didn't support 'a la carte'.
I agree with all the complaints filed here, and am rather surprised at the handful of positive comments. I'll not deal with Sirius again and will be recommending to anyone considering the service not to buy it.
It conforts me to know that it's not just me (not personal) who has fallen into that enpty void in which XM Radio likes to call customer servise. For me, it started about two years ago when I replaced permenant type XM Radio with one of those Delphi XM 2 GO's. I thought it would be nice to be able to play XM in my house and my truck. I really liked the radio until it died, I replaced it (my cost) and it didn't make it as long as the first one. I will back up and say that this is going back almost 2 years since the 2nd radio died and I phoned XM and canceled it but continued with an XM radio in my wifes Jeep. A few days before Christmas (2008), I looked into buying anouther radio to stay in my truck. I got looking at my account on line and my profile still showed my XM 2 GO but had the radio i.d. removed. I called XM to see if we were still paying for it and found out I was and they could only pay me back for 30 days worth. That was not good enough for me so the woman from XM told me that her superviser would have to call me back and it would be 2 or 3 days. After over 3 weeks (past holiday, I will give them that) and I never heard a word. I sent 3 e-mails, 2 more times of calling and on the third call, I read them the riot act. The woman told me, once again, I was told someone would call in 2-3 days and I came un-glued. I was actually patched through to that womans superviser and I explained the situation and you will love their reason. I was told that I was offered a deal on a new radio and I said I would have to get back to them. I was then told that since I never called back that I must be happy with my service but also it was noted that the radio was cancelled because it didn't work. How can I be happy with a radio (an expensive one at that) that would not work. I asked to speak with her superviser but instead she did credit back part of what I spent so I finally just said screw it. I love the commercial free radio but be carefull with the provider. Check your bill very closely as I should have if I could. I never see the actual bill, if you are like most of us, your credit cards keep a ballance. I'm sure I'm not the only one, my wife pays the bills and assumes the add on toy's (XM is a toy for most of us) have the correct billing amount and has no idea of what they really cost.
I had XM service from October of 2004 until 1/12/09. I received a statement in the mail indicating that I...
I am a first time user of the Sirius satellite radio because it was given to me as a gift from my wife. She purchased the radio along with a $50 pre-paid gift card that was supposed to be applied to the first year contract price. I went online, created my account, activated the radio, and provided my credit card to pay the difference of the 1 yr contract. I check my account on the Sirius website and I see that the entire year contract was billed to my credit card, but the $50 pre-paid gift card is sitting in the account as a "credit" or negative balance.
I call customer service (obviously sub-contracted out of India) and ask for the $50 to be refunded back to my credit card. They told me the were unable to do this and that the $50 would be available if I wanted to purchase any other services or renew my contract next year.
This is unacceptable... I don't want any other products and I am not sure I would want another year of service. I called again. And same thing. I asked for a supervisor and I get disconnected.
I will keep trying to get my money back, but I see this as petty theift. The company obviously needs the $50 more than I do... I also contacted the Radio Shack where the radio and gift card were purchased and the manager said he would bring the issue up with his account manager from Siri.
My advice to everyone is don't bother with the pre-paid gift card. It really doesn't provide any value and just gives Sirius an easy way to unjustifiably KEEP you money.
A new frustrated customer, but not for long...
After the trial period for XM Radio in a new car expired I opted to pre-pay for one year of service. That service ended in Oct. 2008. In December I received an invoice for service post-dating that period. I called to let them know that I had not renewed my service and to have the bill canceled (the radio had already stopped receiving XM service). The three individuals I spoke with, including a "manager" stated that XM service automatically renewed. When I had originally signed up for the one year service plan over the phone I was not asked if I would want the service automatically renewed, nor was I notified that it would be. In addition, in the invoice I received covering the aut0-renewal, the monthly rate was increased 36%.
To top it off, when I called to complain about both the unauthorized auto-renewal and the increase in the fee, the people I spoke with were very uncooperative and boarder line combative. When I said that I had not seen anywhere in writing that the yearly plan I had pre-paid for would auto-renew, the manager challenged me to read to him over the phone every word of the billing and account information documents I had received from XM. The "manager" was not able to address either my questions or offer any solution other than for me to pay the disputed bill in question. He told me that someone who would be able to address the problem would call me back. It was by far the worst customer phone support experience I've had.
I submitted the rebate form two weeks ago but Sirius claims they have not received it. It still have not shown up on their tracking web site . Sirius just keeps giving me the run around but won't help me get the issue. They told me to resubmit the claim but the original UPC code was mailed in the initial rebate request. Don't expect Sirius will honor a rebate.
Paid for 3 years service in July. Wanted to cancel remaining contract. They said my $233.00 credit was submitted to billing for processing 10-01-2008. I did not receive the funds. I contacted on-line 5 times over two months and made 7 phone calls during same period. I am told that I will receive a phone call with 24-72 hours. No one ever contacts me.
I have not received the funds and I am left totally frustrated.
Have been a customer for about 6 years. Had three receivers in three cars. Cancelled two because I no longer...
I have 2 radios with XM, which were signed up 16 months ago. One was on a 3 year pre-paid contract, the other is on a 12 months pre-paid. The 12 month pre-paid ended, and was no longer needed. Apparently, somewhere in the fine print, I had to call and wait on hold, only to cancel a contract that I didn't want to go past the 12 month mark in the first place.
XM called me with some pre-canned Voicemails, stating that I might end up "Missing my great service" if I don't renew. Nothing stated that it was more than a Marketing ploy.
Imagine my amazement when they turn off my first radio, the one that I pre-paid 36 months for! Their reason is that since I did not call in to cancel, I owe them $175!! And, they will not turn back on the radio that I paid for, until I pay...
This one is going to court, so I will let you know. Don't be stupid, just buy and iPod or use the normal radio. XM has bad service, and bad reception in many areas...
I have been a Sirius subscriber since everyone thought it would be a failure. I clearly remember hearing DJ...
Now that I have received a notice from collection agency, I find there was an assumed agreement with XM Radio...
In late August, I was sent a letter in the mail that let me know my credit card had been declined during the renewal process.
I called to verify that they had the right information and they listed the last 4 digits of the card - but did not confirm the date.
It did not bill, so I called back. This time, we confirmed the date, but, I didn't want to risk a double-billing, so told them to wait and I went ahead and paid the due amount online. They agreed not to charge me.
At this point I began receiving automated phone calls once a day (Sept. 3, 2008) asking me to call them back to prevent a service interruption.
I did and informed them I had already paid. While I was waiting to get through, I noticed that my card had gone through on the automated system as well, even though I had told them previously that I wanted to pay online.
Now I was speaking with someone and had two requests... stop calling and refund one of my payments. I was told they would.
When I continued to receive phone calls, I got frustrated and asked for them to cancel my service. Rather than listening to me, the operator (who was obviously overseas), told me that he was going to discount my service to $5 each month. I begrudgingly agreed - if only they would stop the automated phone calls.
Several days went by and STILL - the calls kept coming. I finally decided to call the heaquarters in D.C. and after being first redirected (automatically) to the overseas center, I hung up called back and dialed the operator to demand a stateside location.
I was put through to Malora who refunded the remainder of the $5 discount and supposedly took me off the call lists. After doing this, she took a long pause and I asked about the cancellation and refund of the second payment because of the harassment. She quickly said, "Oh yeah, we'll do that... call back if you still get calls."
Two days went by and I was still getting calls, so I called her back and she told me to wait a couple more days for the system to clear out my data.
Roiled - but helpless - I agreed. Still, more calls came. I'm now waiting to hear back from Darryl Peete, her supervisor, who tells me that he is going to get confirmation on whether my name is still in the system.
In all, this process has gone on for about three weeks. He offered me 3 free months of service, but I refuse to deal with a company (as I told him) who can not control their own computer systems.
XM Satellite Radio, Inc. P.O. Box 33174 Detroit, MI [protected] Re: Acct# 1-xxx1645210 September 3...
We have xm radio for our home and I wanted to get a secondary receiver for my shop, located next to home. I was told I could have a secondary receiver for $9.99 a month. When it arrived, I found that no matter where I placed the receiver in my shop, I could not get a signal. So, I call to cancel it. I was hung up on THREE times!!! Finally got someone, who told me that I would have to pay a $100.00 cancellation fee!! I said, "So, if I keep it, I will be paying $9.99/mo for no signal service, or I pay $100 cancellation fee???" YES! I was sa angry that I decided to cancel my entire account. I will be charged $100.00, which is such a complete rip off, but I have no other option. That have you and they know it and they completely rip their customers off. I have not received my credit card bill, but after reading many of these complaints, I am worried I might have other charges from them! What can a person do in this situation, as so many others are in?? How can XM Radio get away with this?
I bought a new powerboat in April of 2007 with Sirius Radio installed from the factory. A 6-month free subscription for Sirius was given to me upon purchase. When I called to activate the system, I was asked if I would like to take an additional 6 months for the standard charge. I said yes. (I know, my mistake). At the end of the full year (6 mo free, 6 mo charged) I was contacted three times by the Sirius Sales Department asking if I wanted to re-up my subscription. Each time I said no. During the first month after the subscription ran out, I turned the radio on to see if it had been cancelled, and I listened to the music. During this time the radio was on I lost contact and I received an error message on the screen. I never received any written or phone contact from Sirius over this issue.
Now, I have been contacted by NCO Financial that my account has been turned over to them for collections. The amount is $94.52!
Upon contacting Sirius I was told that the fee included one months usage after the end of contract, plus $75.00 collection fee. I explained that I was contacted by their sales department and I told them three times that I did not want to re-up my contract. Twice, I was told by the Sirius agent that they would wave the collection fee and I would only have to pay the one month of usage.
They also told me twice that they would contact NCO and correct the amount I owed down to $15.54 for one month usage. Now after the third contact with Sirius I find out that my account is closed with Sirius and I must pay the total amount of $94.52 to NCO and then call back to Sirius again and they will refund me the $75.00.
I just don't trust Sirius to refund me the $75.00 after I pay NCO the $94.52
What you think?