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Old 12-23-2005, 04:53 PM   #1
Andy T
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Default Lousy Customer Service

Anybody here know somebody inside Sirius who could really help with an account problem?

I've had a subscription to Sirius since July of 2004. And been very satisfied with the programming. Satisfied enough to get a second subscrition for my girlfriend in October of 2004. But Sirius' indifferent customer service is driving me to XM.

I got an invoice from Sirius in August that didn't make any sense. I called customer service with my questions. The person I spoke to couldn't answer them but said they would straighten it for the next invoice.

September invoice came with no answers. Another phone call with another clueless customer service person and another promise to get me some answers and get back to me.

Ditto for an early October invoice. And another unproductive phone call to customer service.

In late October I got another invoice with no answers. So I wrote a polite letter describing my questions and sent it with copies of my invoices to PO Box 34517 in Newark. This is the address on the invoices they sent. I never got a response to the letter.

In November I started to get threatening emails from Sirius regarding my account balance. So I made another call to customer service. There was no record in their compuetr file of my letter! First person I talked to was no help. She gave me some song & dance about a big company with multiple offices and letters sent one place wouldn't necessarily get to customer service. I was finally connected to a guy who agreed my account was messed up. He said they would review all the charges and email me a complete account history within 24 hours. I never got anything.

The emails continued in December. So I made another call to customer service and had to wade through another first line person to talk to a guy who said there was no still no record of my October letter and no record of a request for account review and history to be sent to me. He then said that it was Sirius' policy to charge $5-10 per page for an account history. I told him that someone should have told me this before I made a handful of phone calls and wrote a letter to Sirius to try to get to the bottom of this. I said that at this point I felt they owed me the account history for free. He said he would work on it. Of course I heard nothing from him.

Last week I sent a new letter to James Meyer, listed on Sirius' website as president of operations and sales, outlining my issues and recounting the difficulties I had trying to resolve things with customer service. I sent the letter to the address in New York for Sirius' coprporate office. I've gotten no response to this letter.

Last night my subscriptions were cut off.

I'm totally exasperated with Sirius at this point. I don't/can't treat my customers this indifferently. Based on my experience, Sirius deserves to get ground into the dirt by XM.

My inclination is to hit the after Xmas sales on the 26th and buy 2 XM rigs.
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Old 12-23-2005, 05:32 PM   #2
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Andy Check your PM box- hope this helps you.
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Old 12-23-2005, 05:59 PM   #3
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I will tell you this since Sirius is not rounting the calls to Canada now The C/S has gotten better ..........

The Candada C/S dept..Sucks I knew more than they did and there suppose to know whats going on but thats a joke ........
Feel sorry for all the new Scribers in Canada they will be out in the cold..........

Now since the U.S.A. 888 number is staying in the states the C/S has got much MUCH Better ....Thank You Sirius Canada not answering no more calls in the U.S.A.
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Old 12-23-2005, 07:26 PM   #4
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Default Sirius CS

I'll back up the original poster - Sirius customer service is not very good. I called probably 6-7 times over a three day period to straighten out a basic subscription issue. Most customer service reps were clueless, and I spent a lot of time on hold. I eventually was accidently transfered to someone who said they usually worked with dealers. They did try to help and fixed my problem in minutes.

I love sirius and don't ever see myself dropping my subscription, but customer service is definitely an area where they can improve.

-UNHsirius
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Old 12-23-2005, 08:51 PM   #5
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i will tell you this since Sirius is not rounting the calls to Canada now The C/S has gotten better ..........
how can ya tell wherre a csr is from you get canada ,us
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Old 12-24-2005, 08:29 AM   #6
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The many times that I have had to deal with customer service, I have had no problems. This time of year they probably have a lot of temporary help that is not as experienced as the normal people. This can be said for anywhere you go during the Christmas time.
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Old 12-24-2005, 11:45 AM   #7
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XM customer service is still worse, trust me that is one thing that drove me to SIRIUS. I am a Customer Service rep for a different company in a different industry and I can tell you that you will occasionally get someone who is new and/or inexperienced. They generally do not last long. Try with a different rep or with a supervisor. I am sorry you have had the experience with SIRIUS, because my CS experience with them has been great!
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Old 12-24-2005, 12:40 PM   #8
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I've had several conversations with Sirius CS - they were courteous and friendly every time. They were able to quickly get me the FM wire antenna for my Sportster, and most recently helped me with a series of tuner swaps due to defective equipment.

Cant say that my experiences with XM's Customer Care department have been as good - I actually hung up on one of their reps as english was apparently not even a second language for her.
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Old 12-24-2005, 12:41 PM   #9
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Default Re: Lousy Customer Service

Quote:
Originally Posted by Andy T
Anybody here know somebody inside Sirius who could really help with an account problem?

I've had a subscription to Sirius since July of 2004. And been very satisfied with the programming. Satisfied enough to get a second subscrition for my girlfriend in October of 2004. But Sirius' indifferent customer service is driving me to XM.

I got an invoice from Sirius in August that didn't make any sense. I called customer service with my questions. The person I spoke to couldn't answer them but said they would straighten it for the next invoice.

September invoice came with no answers. Another phone call with another clueless customer service person and another promise to get me some answers and get back to me.

Ditto for an early October invoice. And another unproductive phone call to customer service.

In late October I got another invoice with no answers. So I wrote a polite letter describing my questions and sent it with copies of my invoices to PO Box 34517 in Newark. This is the address on the invoices they sent. I never got a response to the letter.

In November I started to get threatening emails from Sirius regarding my account balance. So I made another call to customer service. There was no record in their compuetr file of my letter! First person I talked to was no help. She gave me some song & dance about a big company with multiple offices and letters sent one place wouldn't necessarily get to customer service. I was finally connected to a guy who agreed my account was messed up. He said they would review all the charges and email me a complete account history within 24 hours. I never got anything.

The emails continued in December. So I made another call to customer service and had to wade through another first line person to talk to a guy who said there was no still no record of my October letter and no record of a request for account review and history to be sent to me. He then said that it was Sirius' policy to charge $5-10 per page for an account history. I told him that someone should have told me this before I made a handful of phone calls and wrote a letter to Sirius to try to get to the bottom of this. I said that at this point I felt they owed me the account history for free. He said he would work on it. Of course I heard nothing from him.

Last week I sent a new letter to James Meyer, listed on Sirius' website as president of operations and sales, outlining my issues and recounting the difficulties I had trying to resolve things with customer service. I sent the letter to the address in New York for Sirius' coprporate office. I've gotten no response to this letter.

Last night my subscriptions were cut off.

I'm totally exasperated with Sirius at this point. I don't/can't treat my customers this indifferently. Based on my experience, Sirius deserves to get ground into the dirt by XM.

My inclination is to hit the after Xmas sales on the 26th and buy 2 XM rigs.
Ok man First the problem is YOU SENT A LETTER TO A CHECK COLLECTION address........

Why on earth would you do that? You know why your letter didn't get read? Because the non english reading person who opened it saw it wasn't a check and threw it in the trash.

Here's what you should have done.

Call the phone number, and DO NOT get off that phone untill you have your answer.

There has to be a side to this you aren't telling. Fess up
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Old 12-24-2005, 05:09 PM   #10
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Ive had similar problems RECENTLY with Sirius customer support, but im going to assume thats because of christmas. They have been rude recently and have not been able to get me to the right people to talk to about a warrenty replacement. (Apparantly nobody thought the WARRANTY DEPT. would be a good place to send someone.) Over the summer they have been good to me.
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Old 12-24-2005, 09:47 PM   #11
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some csr can be rude at sirius all ya need to do is get their name and tell the next csr their name and it will be checked into when you have to call back to sirius one bad csr gives a bad rep to the company and their is no need of it
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Old 12-24-2005, 10:17 PM   #12
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Quote:
Originally Posted by jackied
some csr can be rude at sirius all ya need to do is get their name and tell the next csr their name and it will be checked into when you have to call back to sirius one bad csr gives a bad rep to the company and their is no need of it
yea, if an ass is answering the phones, you can either ask for supervisor or simply hang up and call back for another rep. i always do this for credit card companies. i called about a billing prob and i got a clueless noob on my first call. i simply agreed that she didnt know what's up and hung up. called back immediately and got a guy who was real nice and a pro.

it would be funny if i got the same rep but if i did, i can always ask to transfer. but that hardly happens. this strat always work for me with big companies.
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