Digital Radio Central - Sponsored by TSS Radio
  DRC Home Page DRC Forums Contact Us  
 
SIRIUS Backstage Forum
 
 
 
  Sirius Satellite Radio XM Satellite Radio iTunes/iPod Slacker Pandora  
 
 
FAQ Members List Calendar Search Today's Posts Mark Forums Read  
Go Back   SIRIUS Backstage Forum > >
Visit Digital Radio Central

Notices

Install Garage & Help Desk You've got the radio, now which cable goes where? Got questions about factory installed radios in your car? Ask any installation or help questions here and someone will get to you soon.

 
 
Thread Tools Display Modes
 
 
Old 08-10-2003, 12:56 AM   #1
Flannan
Channel Surfer
 
Join Date: May 04, 2003
Location: Huntington, WV
Posts: 66
Flannan is on a distinguished road
Default Need Sirius HQ Contact - Customer Service Is Out of Control

I just got off the phone with one of the most obnoxious "customer service" reps I have ever dealt with at any company in my entire life. If anyone out there has a phone number of someone at Sirius - not Sirius "customer service," but at Sirius itself, I would appreciate it, because they've been overbilling me like crazy, this obnoxious shrew claims it's not happening, and then starts talking back to me when I challenged her on her statements.

I am ready to take this unit, mail it back to Sirius and tell them what they can do with it, "12 month commitment" or not. I do not accept being sniped at by customer service representatives when I call to resolve a problem.

BTW, that "commitment" is due to the fact that I signed up a few months ago under the special promotion that was offered here on Sirius Backstage in April and May, with the free Audiovox receiver. If anyone can answer this question, I would appreciate it (though it is secondary to the main billing problem I'm having): Did that offer include free activation or not? And if it did not, what was the cost of said activation?

Thank you to anyone who can help me.
Flannan is offline  
 
 
Old 08-10-2003, 01:03 AM   #2
Manco
Top Dog Member
Need Sirius HQ Contact - Customer Service Is Out of Control
 
Manco's Avatar
 
Join Date: May 30, 2003
Location: Bay Area, CA
Posts: 15,450
Manco will become famous soon enoughManco will become famous soon enough
Default

Sorry to hear about your experience. I don't have a number, but I would recommend sending an email to customer service stating your problem and what happened and let them know you are ready to cancel unless it is resolved quickly and in a satisfactory way. I don't think the customer service reps are prepared to solve billing problems when the billing department is gone. I did this during the weekday and got a satisfactory response within around 30 minutes of emailing them. During the weekend, I'm not sure how long it would take.

I think you have to pay the activation fee in the free tuner deal.

Good luck, and hopefully you will get this resolved satisfactorily.
Manco is offline  
 
 
Old 08-10-2003, 01:18 AM   #3
Flannan
Channel Surfer
 
Join Date: May 04, 2003
Location: Huntington, WV
Posts: 66
Flannan is on a distinguished road
Default

Thanks for the reply, M_L. The problem isn't even the billing, really; at worst, I can simply call Citibank and have the charges removed from my bill, since they are fraudulent and a breach of contract on Sirius's part.

What's really steaming me is that customer service rep. I did a lot of that sort of work when I was back in school, for several different companies, and at none of them were we ever allowed to even question what a customer said on the phone. If we couldn't get it to mesh with what the computers were saying, we were to take their word for it, give them whatever temporary fix they wanted, and/or immediately escalate the complaint up the line to more senior people. This Sirius rep not only questioned everything I was saying in an "Uh huh, yeah, whatever, Dude, I know what the computers are saying and you're lying" tone of voice, she told me that if I wanted this fixed I had to fax in copies of my credit card statements to Sirius to prove my innocence. (And she sprinkled in lots of snarky little remarks along the lines of, "Well, it's not MY fault, you know." It really took everything I had not to explode on her once she started doing that to me.) But I didn't; I simply thanked her for her time and hung up.

I do have her name though, and come Monday, somebody at Sirius is going to be told of their overnight weekend staffing problems.
Flannan is offline  
 
 
Old 08-10-2003, 01:45 AM   #4
Manco
Top Dog Member
Need Sirius HQ Contact - Customer Service Is Out of Control
 
Manco's Avatar
 
Join Date: May 30, 2003
Location: Bay Area, CA
Posts: 15,450
Manco will become famous soon enoughManco will become famous soon enough
Default

Definitely report your experience with her by name. These type of customer service reps need to get the message that the customer is king. Even if she couldn't resolve your problem, there's no excuse for them having an attitude!
Manco is offline  
 
 
Old 08-10-2003, 08:35 PM   #5
SiriusBeetle
Loyal Listener
 
Join Date: May 09, 2003
Location: Chicago
Posts: 249
SiriusBeetle is on a distinguished road
Default

yeah, I got double billed one month and I got the 'guilty until proven innocent' deal myself from the customer service woman.. I had to fax in my credit card copy showing both charges 3 days apart and they issued me a credit only AFTER I proved it to them.. go figure..
SiriusBeetle is offline  
 
 
Old 08-10-2003, 09:54 PM   #6
Jeff Cobner
Sirius Star
 
Join Date: May 14, 2003
Posts: 1,618
Jeff Cobner is on a distinguished road
Default

I havent had those proiblems with sirius, but did get charged for 2 mopnths with xm and they fixed it.

My big problem wqas with an online order for some gortex gear from a hunting website. I placed the order 3 times with an error to re do it. I called the order in and everything was fine. Next time iK used my card I discovered it was maxed oiut. I called the visa people and discover the hunting supply charged me 4 times for the same order. I then had to call them and speak to their credit dept to get it "right". Ultimately they did, but I couldnt get it through the ladies head she needed my card bank number, not my checking account bank number.

Thats ok, had a daffy women from the phone company too. Saw my wireless phone had its light on that a call was in process, but the phone was hung up. I have 3 lights on my unit for the machine. Call in progress, power and ring. I hung my phone up a second time and called the phone company to record the fact my wireless phone was in use and I wanted to know who it was. She first gave me the line she couldnt get the number, but later admit she could but it would take a few days. Then she kept insisting I hit redail. I told her that was possible cause I was using the same phone I am talking to her with that experienced problem. Nothing came of it, no unexpected bill either.

I thought computers were suppose to make things easier?
Jeff Cobner is offline  
 
 
Old 08-12-2003, 12:50 PM   #7
KHill
Sirius Star
 
Join Date: Feb 06, 2003
Location: Akron, Ohio
Posts: 1,754
KHill is on a distinguished road
Send a message via ICQ to KHill Send a message via AIM to KHill Send a message via MSN to KHill Send a message via Yahoo to KHill
Default

Quote:
Originally Posted by manco_lives
Definitely report your experience with her by name. These type of customer service reps need to get the message that the customer is king. Even if she couldn't resolve your problem, there's no excuse for them having an attitude!
People do not understand that the customer rings the cash register and is always right.
KHill
KHill is offline  
 
 
Old 08-13-2003, 05:19 PM   #8
The Interpreter
Sirius Star
 
Join Date: Nov 08, 2002
Location: West Virginia
Posts: 6,207
The Interpreter is on a distinguished road
Default

With all due respect, whoever said the customer is always right never worked retail. There is a percentage of people who will never be happy, no matter what you do. Trying to please that last little percentage is very unfair to the great majority of your customers.
The Interpreter is offline  
 
 
Old 08-13-2003, 05:36 PM   #9
Manco
Top Dog Member
Need Sirius HQ Contact - Customer Service Is Out of Control
 
Manco's Avatar
 
Join Date: May 30, 2003
Location: Bay Area, CA
Posts: 15,450
Manco will become famous soon enoughManco will become famous soon enough
Default

Quote:
Originally Posted by The Interpreter
With all due respect, whoever said the customer is always right never worked retail. There is a percentage of people who will never be happy, no matter what you do. Trying to please that last little percentage is very unfair to the great majority of your customers.
True, but it takes the right attitude to deal with customers, and this person appears not to have it. I got a similar attitude from a Customer Service supervisor named Josh when I was dealing with a rebate denial, and I'm a reasonable customer.
Manco is offline  
 
 
Old 08-13-2003, 10:17 PM   #10
KHill
Sirius Star
 
Join Date: Feb 06, 2003
Location: Akron, Ohio
Posts: 1,754
KHill is on a distinguished road
Send a message via ICQ to KHill Send a message via AIM to KHill Send a message via MSN to KHill Send a message via Yahoo to KHill
Default

Quote:
Originally Posted by The Interpreter
With all due respect, whoever said the customer is always right never worked retail. There is a percentage of people who will never be happy, no matter what you do. Trying to please that last little percentage is very unfair to the great majority of your customers.
I'm a manufacturers rep, so I deal w "customers" all the time, so in my book they are always right. Try telling Honda (one of our customers), that there material choice was bad. I don't think so.
KHill
KHill is offline  
 
 
Old 08-13-2003, 11:17 PM   #11
DAB
Site Editor / Moderator
Need Sirius HQ Contact - Customer Service Is Out of Control
 
DAB's Avatar
 
Join Date: Jan 08, 2003
Location: Louisiana
Posts: 20,013
DAB has a spectacular aura aboutDAB has a spectacular aura aboutDAB has a spectacular aura about
Default

Well the fact is there are those that are meant to have service type positions and those that should be digging ditches and working on computers in the back, but not have contact with customers. Often times people are placed in the wrong position for their personality and temperment. I've seen this time and time again. As an employer myself, I can tell you that I have made this mistake myself. Sometimes you have to work with the employee to find their niche or spot in your organization. Sometimes there is no place and you simply have to let them go. A person that angers quickly or has attitude, should not be working in direct contact with customers in a CS position. But remember folks we all have bad days. I think sometimes we blow these things way out there. I've reacted to people in the wrong manner myself at times and probably will again. We are human, not programed machines. So we screw up, its simple as that.

While I respect your opinion fully Kev... customers are not always right. Sometimes they themselves are the problem. I've often in my business told clients that I prefer not to do business with them and as a business owner that is my right. I will NEVER put up with someone BS repeatedly simple because they like giving folks a hard time as a pass time.
__________________
DAB

Digital Radio Central (New Forum) http://www.digitalradiocentral.com/forum.php

Slacker G2 Premium (4gb-25 Stations), Home Dock
Delphi XpressRC with 2 Home, 2 Car Docks and XMBB1 Boombox
1st Gen, iPod Touch 32gb (Slacker and Pandora Apps) iKicker Boombox
DAB is offline  
 
 
Old 08-13-2003, 11:34 PM   #12
BenDee
Sirius Star
 
BenDee's Avatar
 
Join Date: Apr 19, 2003
Location: West Bumblef*ck, NY
Posts: 6,749
BenDee will become famous soon enough
Default

The customer is NOT always right. That's why bars flag people.
BenDee is offline  
 
 
Old 08-13-2003, 11:57 PM   #13
bmassey85
Loyal Listener
 
Join Date: Jul 05, 2003
Location: Belden, NE and Houston, TX
Posts: 109
bmassey85 is on a distinguished road
Send a message via MSN to bmassey85 Send a message via Yahoo to bmassey85
Default

I have to agree, the customer isn't always right. That might have applied centuries ago, but not anymore. There are too many people out there abusing "the customer is always right." You can't rely on a trust system anymore. In the case of being overbilled, I think she should have credited your account without many questions. That's a situation where they won't lose more than a couple month's revenue from one subscriber. In other situations, however, like when someone tries to return a stolen, broken TV to a store, it's vendor beware. I think since so many people out there try to rip off anyone they can, it's understandable for a CSR to question a little bit.
bmassey85 is offline  
 
 
Old 08-14-2003, 07:21 AM   #14
bogart
Loyal Listener
 
Join Date: Apr 10, 2003
Location: Southern WVa
Posts: 249
bogart is on a distinguished road
Default

The customer is not always right, but you have to assume they are until you can investigate the facts. If the facts point to the customer being wrong a company MUST NOT let itself be run over by the customer. A company may have to bite the bullet now and then to keep the customer happy, but a company must also stand firm when it has to.

Flannan, how did your issue turn out? When I was going through my billing issues, I called billing and asked for a supervisor and stayed on them for days until it was resolved. I must say that they did assume I was right it just took a long time to sort out the mess.
bogart is offline  
 
 
Old 08-14-2003, 08:08 AM   #15
KHill
Sirius Star
 
Join Date: Feb 06, 2003
Location: Akron, Ohio
Posts: 1,754
KHill is on a distinguished road
Send a message via ICQ to KHill Send a message via AIM to KHill Send a message via MSN to KHill Send a message via Yahoo to KHill
Default

Quote:
Originally Posted by bmassey85
There are too many people out there abusing "the customer is always right." You can't rely on a trust system anymore.
I agree that you can't trust people anymore and that there are people that abuse "the customer is always right."

Quote:
Originally Posted by bogart
The customer is not always right, but you have to assume they are until you can investigate the facts. If the facts point to the customer being wrong a company MUST NOT let itself be run over by the customer. A company may have to bite the bullet now and then to keep the customer happy
I agree that you do not want the customer to run the company down. I also agree saying that the company may have bite the bullet to keep the customer happy. We've bit the bullet many times to keep our multi-million dollar customers happy.

Anyway, enough of the customers always right stuff. Let's get back on track and talk about Sirius. How did you make out with your situation Flannan?
KHill
KHill is offline  
 
 
 

Go Back   SIRIUS Backstage Forum > >


Digitalradiocentral.com




Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -5. The time now is 07:24 PM.
Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2020, vBulletin Solutions Inc.
Search Engine Optimisation provided by DragonByte SEO v2.0.39 (Pro) - vBulletin Mods & Addons Copyright © 2020 DragonByte Technologies Ltd.
All Content Copyright SIRIUS Backstage. All Rights Reserved. SIRIUS and registered trademarks are the property of SIRIUS Satellite Radio, Inc. The opinions posted on SIRIUS Backstage website and forums are those of the individual posters and/or this website and are not necessarily the opinions or positions of SIRIUS Satellite Radio, Inc.