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Very Poor Customer Service

J

jasper933

Has anyone called Sirius customer service recently? I was on hold for 19 minutes to speak with someone about billing who I could not understand. Then after a few minutes they decided to transfer me to another part of the world and was on hold for another 32 minutes only to be hung up on. WFT. Called back was on hold for another 22 minutes only to be transferred.

Is there an easier way to deal with billing? I have 4 devices and want to turn one of them off. This cannot be done on-line.
 
i've been able to deal with them okay enough. I dont thin kthey understand english very well (outsorcing i suppose.)
I've not had this problem with turning off a device, though do know the hold times suck. I haven't tried calling serius to put anything on vacation yet, but the XM side while bad isn't impossible.
I can write back later when i put my serius on vacation and report back, for what its worth.
 
I've never had any problems (although mine's actually XM). They've been nothing but helpful to me whenever I've had to call them.
 
I finally got the issue resolved after long wait times.

From the responses, I take most had a good experience with customer service. Do you have Sirius or XM? Are they the same call center?
 
I've called customer service (Sirius) two times in the last three years. Both times I dealt with people speaking clear American English and got my issues resolved quickly.
 
Funny somone should start this thread, I called on monday to upgrade my receiver to the new edge, It took 10 minutes to go over it with the rep, then she told me she had to put me on hold for 3 to 4 minutes,I waited 5, then they disconnected me. Had to call back, and start all over again, they transfered me to billing and all over the place, all in all, just to upgrade me receiver, it took 45 minutes.
 
I haven't dealt with them in a long time, but this sounds very much like what they were doing 2 years ago.

With a corporation as large as they are, I fail to see why it takes so long to address an issue over the telephone. One service rep with a computer terminal in front of them should be able to access a customer account, make a simple decision and execute it all at the stroke of a few keys. That never happens though.
 
Cancelling a radio is the worst.
I WAS able to get thru to an outsourced CS rep within a reasonable amount of time (under 5 minutes) but when I wanted to cancel I had to get 'transferred' (back to the USA) where I waited almost 20 minutes to speak to an American to cancel my service; but, after their pleas and offers, I still refused to keep any extra SXM radios when I'm not happy with the small music playlists on the decades channels, which is not likely to change.
 
In the future, why not pay for your subscription with a prepaid credit card? That way, if you want to cancel, spend the money remaining on the card and don't reload it. That way, you don't even have to call. When they try to charge you for service, they'll contact you.

Some MBAs and VCs are saying that customer service is the ticket to money for 2012 and beyond. New companies that want to succeed should give stellar customer service. Duh.
 
As long as they keep sticking Sirius/XM receivers in new cars they will stay around.
 
Or in my case, when your CC expires, XM continued to leave my service connected for another 3 months. When they tried to bill for it, the card was expired and they started calling. I wanted to get rid of them anyway, so I refused to pay the balance for the last billing cycle, unless they would give me a real deal on the price for the next year. We never could come to terms, and they finally stopped calling about it. That was three years ago now.
 
It only took Ford and GM 100 years to figure out that quality is what sells cars and keeps customers. Other than Geico, few other companies have figured it out. Poor customer service WILL sink a company. However, most CEO's only care about this quarter's numbers.

pellmell said:
Some MBAs and VCs are saying that customer service is the ticket to money for 2012 and beyond. New companies that want to succeed should give stellar customer service. Duh.
Click to expand...
 
My NTG 4, in the 2010 Chrysler T&C cabinet, has Sirius and for the first year, I had the free subscription. On December 1st 2011, in expired and became a wallpaper when I touch the "sat" option since.
For Feb 1-14, 2012, there is a free preview that the radio will not wake up to.

I called Sirius 3 times yesterday. They suggested I go t the Chrysler dealer. The dealer says they have nothing to do with the Sirius but I could leave the car there for a "repair" of the radio.

This is a Sirius problem. (no pun intended).

Personally, all I want is POTUS. Everything else I can get by different means.

This service better keep their relationship with the new car manufacturers tight, otherwise I don't see them surviving in their current business model.

Jeff in Sa-ra-so-ta!
 
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