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Old 11-02-2006, 10:29 PM   #1
bdinger
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Default Customer Service Experience

I thought I'd post this after the recent posts and articles about how bad Sirius's customer service has become. My experience has been different. In the past, I used to cringe at making a call to Customer Service. From getting someone who was impossible to understand to getting someone who had no idea what they were talking about, Sirius's Customer Service downright sucked.

In recent months, I've had to make two calls to Sirius Customer Service. One call was to change the billing cycle for two of my receivers. The other call was to cancel a fourth receiver on my account. On both calls, I talked to someone who spoke English perfectly, was friendly, and was able to take care of my concerns with no difficulty. I was putting off making the calls due to some stories here and my past experiences, but I was pleasantly suprised when I finally made the calls.

I know the stories and postings here make it sound otherwise but, in my personal experience, Sirius's Customer Service has improved throughout my two years as a subscriber.
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Old 11-02-2006, 11:28 PM   #2
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I've also had almost all good experience with them as well. My last time I called them was not a very good one though. Not very good english, and could not really help me with my question. I think he was a new employee. All in all been mostly happy with customer service responses. I find it important to give them feedback. So that way they will continue things we like, and discontinue things we don't like. One example. I sent them a email stating how I liked the halloween programming on 116. That I hope they continue to do that in the years ahead. They usually forward your messages to the appropriate department. The subscribers of today can help to form the listening product of tommorrow. I hope all of you take time to give them feedback both positive, and negative. So we can continue to build a better listening product !
 
 
 
Old 11-02-2006, 11:50 PM   #3
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It's great when somebody takes the time to post POSITIVE comments. Most people only take the time when they're frustrated and feel the need to vent. I guess most of us take GOOD service for granted.

I recently had a mixed customer service event. When I tried to add my new Sportster Replay receiver to my account online, the website was acting very slow. I thought it may have been the fault of my ISP. I waited over one hour but I still couldn't get the job done. Then I called C.S. The first CSR I spoke to said the website would probably be down for only about 1/2 hour, and she couldn't add the receiver either. I tried an hour later but still couldn't get into my account. Then I called back and reached a very nice CSR. She said she could bet on the system being down all night and that I would probably have to try back in the morning. Not what I wanted to hear, but I believed her. It wasn't the first time I've had problems reaching my online account because of an update. The call center was partially to blame since they didn't inform the reps of the time frame of the system update. I waited until 8:30 in the morning. I was finally able to access my account, but adding it via website was going to cost a $15 activation fee. I knew that adding an additional receiver online should only be $10 at the most. I called C.S. again. The CSR was very helpful and totally waived the activation fee since I had been having so much trouble. For the most part, it was a GOOD experience even though I don't understand why their database was down for so long and the CSRs weren't informed of the outage time frame.

Last edited by The_Hackman; 11-02-2006 at 11:54 PM..
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Old 11-03-2006, 01:03 AM   #4
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Had some good experiences lately despite a few strange situations. Had a new receiver that was broken for me by an installation shop, and even though I had to wait on hold for the warranty department for an hour each of three times, they were generally nice. Then, CS helped me out by re-activating my old receiver that I fixed. I thought for sure they were going to charge me for activation fees, but instead didn't charge me and got me back to listening.

Was very pleased.
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Old 11-06-2006, 07:09 AM   #5
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I have never had any trouble with them, I have called many times since July of 2002 and they seem to do a good job.

Today was a different story, first they have the push 1 for english garbage. Of course I speak english, this is america isn't it. Then they have the automated attendent that doesn't understand english or touch tones.

Then I get to speak with people that got fired from McDolands, I had to repeat myself over and over again. Two of the customer service drones hung up on me.

I finally spoke with a manager who said that the reason my premium streaming account wasn't working was because I didn't have a capital letter and number in my user name Not sure what that has to do with anything, perhaps they didn't have me turned on and were looking for a way of covering that up? Reguardless it works now, and the nice lady gave me 2 months credit.

It pisses me off that I have to given them my number, address and email address everytime, and they listen at 2 words a minute.
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