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Customer Service

R

ratkill1

XM Radio Customer Service is HORRIBLE. Their "Customer Service, Listener Care" has to be outsourced to some foreign land like India or Haiti. Not only do you wait on the phone for 20 minutes, then the people try to help and basically you pray to see if in 10 minutes they fix your problem.

I had to refresh my radio and boy what a fiasco, couldnt do it online, said I had to call Customer Service... then you get to listen to 15 minutes of elevator music and XM Promos... then you get someone named "Auchnaud" and you pray that Auchnaud can help you...
 
> XM Radio Customer Service is HORRIBLE. Their "Customer
> Service, Listener Care" has to be outsourced to some foreign
> land like India or Haiti. Not only do you wait on the phone
> for 20 minutes, then the people try to help and basically
> you pray to see if in 10 minutes they fix your problem.
>
> I had to refresh my radio and boy what a fiasco, couldnt do
> it online, said I had to call Customer Service... then you
> get to listen to 15 minutes of elevator music and XM
> Promos... then you get someone named "Auchnaud" and you pray
> that Auchnaud can help you...
>
I called this morning to verify an addition to my account, 17 minutes on hold and the person was very hard to understand on the other end. She was having a lot of trouble reading the script given to her.
In the past, a few minutes on hold and very good customer service people. Nice way to save a buck.
 
> > XM Radio Customer Service is HORRIBLE. Their "Customer
> > Service, Listener Care" has to be outsourced to some
> foreign
> > land like India or Haiti. Not only do you wait on the
> phone
> > for 20 minutes, then the people try to help and basically
> > you pray to see if in 10 minutes they fix your problem.
> >
> > I had to refresh my radio and boy what a fiasco, couldnt
> do
> > it online, said I had to call Customer Service... then
> you
> > get to listen to 15 minutes of elevator music and XM
> > Promos... then you get someone named "Auchnaud" and you
> pray
> > that Auchnaud can help you...
> >
> I called this morning to verify an addition to my account,
> 17 minutes on hold and the person was very hard to
> understand on the other end. She was having a lot of
> trouble reading the script given to her.
> In the past, a few minutes on hold and very good customer
> service people. Nice way to save a buck.
>


I activated a second radio a few weeks ago and had no problem. BUT if anyone can verify that XM swapped their customer service to India or a country outside of the US I will cancel both of them today
 
Re: It's Happening All Over

> > > XM Radio Customer Service is HORRIBLE. Their "Customer
> > > Service, Listener Care" has to be outsourced to some
> > foreign
> > > land like India or Haiti. Not only do you wait on the
> > phone
> > > for 20 minutes, then the people try to help and
> basically
> > > you pray to see if in 10 minutes they fix your problem.
> > >
> > > I had to refresh my radio and boy what a fiasco, couldnt
>
> > do
> > > it online, said I had to call Customer Service... then
> > you
> > > get to listen to 15 minutes of elevator music and XM
> > > Promos... then you get someone named "Auchnaud" and you
> > pray
> > > that Auchnaud can help you...
> > >
> > I called this morning to verify an addition to my account,
>
> > 17 minutes on hold and the person was very hard to
> > understand on the other end. She was having a lot of
> > trouble reading the script given to her.
> > In the past, a few minutes on hold and very good customer
> > service people. Nice way to save a buck.
> >
>
>
> I activated a second radio a few weeks ago and had no
> problem. BUT if anyone can verify that XM swapped their
> customer service to India or a country outside of the US I
> will cancel both of them today
>


It doesn't matter who you call whether it's Vonage, Dell, Linksys, credit cards, it's enough to make you screeeam out loud. I get names like Zing, Kun, Srata,nfjsh*h#!! etc... it's like walking into a Fry's Electronic store and reading the name tags. I called up Vonage for something, and I had a guy who sounded like the Cola Nut man. (Old Commercial). Or Bobby McPhferon - Don't Worry Be Happy. You have to squint to understand them.
The bad thing about XM's service is that they flat out don't know their product. Nobody knows nothing. It's that bad.
 
Re: It's Happening All Over

> > > > XM Radio Customer Service is HORRIBLE. Their
> "Customer
> > > > Service, Listener Care" has to be outsourced to some
> > > foreign
> > > > land like India or Haiti. Not only do you wait on the
>
> > > phone
> > > > for 20 minutes, then the people try to help and
> > basically
> > > > you pray to see if in 10 minutes they fix your
> problem.
> > > >
> > > > I had to refresh my radio and boy what a fiasco,
> couldnt
> >
> > > do
> > > > it online, said I had to call Customer Service...
> then
> > > you
> > > > get to listen to 15 minutes of elevator music and XM
> > > > Promos... then you get someone named "Auchnaud" and
> you
> > > pray
> > > > that Auchnaud can help you...
> > > >
> > > I called this morning to verify an addition to my
> account,
> >
> > > 17 minutes on hold and the person was very hard to
> > > understand on the other end. She was having a lot of
> > > trouble reading the script given to her.
> > > In the past, a few minutes on hold and very good
> customer
> > > service people. Nice way to save a buck.
> > >
> >
> >
> > I activated a second radio a few weeks ago and had no
> > problem. BUT if anyone can verify that XM swapped their
> > customer service to India or a country outside of the US I
>
> > will cancel both of them today
> >
>
>
> It doesn't matter who you call whether it's Vonage, Dell,
> Linksys, credit cards, it's enough to make you screeeam out
> loud. I get names like Zing, Kun, Srata,nfjsh*h#!! etc...
> it's like walking into a Fry's Electronic store and reading
> the name tags. I called up Vonage for something, and I had a
> guy who sounded like the Cola Nut man. (Old Commercial). Or
> Bobby McPhferon - Don't Worry Be Happy. You have to squint
> to understand them.
> The bad thing about XM's service is that they flat out don't
> know their product. Nobody knows nothing. It's that bad.
>

As much as I love XM, it sucks to think that they are utilizing a service center that doesn't know the product before they answer calls about it
 
Re: It's Happening All Over

> > > > > XM Radio Customer Service is HORRIBLE. Their
> > "Customer
> > > > > Service, Listener Care" has to be outsourced to some
>
> > > > foreign
> > > > > land like India or Haiti. Not only do you wait on
> the
> >
> > > > phone
> > > > > for 20 minutes, then the people try to help and
> > > basically
> > > > > you pray to see if in 10 minutes they fix your
> > problem.
> > > > >
> > > > > I had to refresh my radio and boy what a fiasco,
> > couldnt
> > >
> > > > do
> > > > > it online, said I had to call Customer Service...
> > then
> > > > you
> > > > > get to listen to 15 minutes of elevator music and XM
>
> > > > > Promos... then you get someone named "Auchnaud" and
> > you
> > > > pray
> > > > > that Auchnaud can help you...
> > > > >
> > > > I called this morning to verify an addition to my
> > account,
> > >
> > > > 17 minutes on hold and the person was very hard to
> > > > understand on the other end. She was having a lot of
> > > > trouble reading the script given to her.
> > > > In the past, a few minutes on hold and very good
> > customer
> > > > service people. Nice way to save a buck.
> > > >
> > >
> > >
> > > I activated a second radio a few weeks ago and had no
> > > problem. BUT if anyone can verify that XM swapped their
>
> > > customer service to India or a country outside of the US
> I
> >
> > > will cancel both of them today
> > >
> >
> >
> > It doesn't matter who you call whether it's Vonage, Dell,
> > Linksys, credit cards, it's enough to make you screeeam
> out
> > loud. I get names like Zing, Kun, Srata,nfjsh*h#!! etc...
> > it's like walking into a Fry's Electronic store and
> reading
> > the name tags. I called up Vonage for something, and I had
> a
> > guy who sounded like the Cola Nut man. (Old Commercial).
> Or
> > Bobby McPhferon - Don't Worry Be Happy. You have to squint
>
> > to understand them.
> > The bad thing about XM's service is that they flat out
> don't
> > know their product. Nobody knows nothing. It's that bad.
> >
>
> As much as I love XM, it sucks to think that they are
> utilizing a service center that doesn't know the product
> before they answer calls about it
>
Its about the same as the Netgear specialists that work for my cable company. Internet goes out, get connected to these guys. They ask you to do stuff that makes no sence and can barely speak English.

<P ID="signature">______________

AIM: JeremyA1069</P>
 
> I activated a second radio a few weeks ago and had no
> problem. BUT if anyone can verify that XM swapped their
> customer service to India or a country outside of the US I
> will cancel both of them today
>
They use an outsourced company called Sitel from Omaha, although there call centers can be from elsewhere. I read on another XM forum site that they have at least some of their calls taken from a Sitel office in Jamaica.
 
If it is a Tech issue

contact technical support. They have a much better feel for the product. Programming is usually a FAQ type of response so less training is needed. If you end up in customer service, ask to be transferred or hang up and follow the prompts to tech support.

Unfortunately, XM like virtually every company you call today runs you through a gauntlet of prompts, keypad entering and first/low-level filters. I can't even recap for you the hoops I had to go through for Nextel (now Sprint), Vonage and Linksys in the last month to in some cases not even get an issue resolved.
 
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