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Old 12-01-2006, 08:55 PM   #1
id10t
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Default Sirius Customer Service

I've read some threads from other people here about their "horror stories" about dealing with Sirius Customer Service...and I just had my first experience today...technically with shop.sirius.com
A couple of weeks ago I received my order of the "free" Starmate with home/car kits...I'd added a T-Shirt to the order since the website advertises (but does not honor) free shipping for all orders over $49.99...
Anyway...I open the box...and there is no T-Shirt in there...so I email the completely useless Sirius Customer Service account, and shortly after receive an email stating that I need to call, they claim to not have access to orders, despite the uncanny ability to send out shipping information...
So I call...and some complete schlub answers the phone...he keeps calling me "bud", asks if I have an account, so I give him my phone number...and then my favorite part was asking me what the T-Shirt is worth (I said about $15), and he proceeds to ask if it'd be alright if he "threw $20 back onto my credit card"...I said sure...
And that was about it...it's odd that a company like Sirius employs CSR's that treat callers with a complete lack of professionalism...I suppose all things were resolved for me, but it doesn't seem like Sirius really cares if they screw things up...
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Old 12-04-2006, 09:28 AM   #2
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I've had Sirius for about 3 years, and I just dealt with their customer service for the first time last week, and here's my story.

I got my mom a Sportster Replay that worked fine in her car, but not in her home dock. So I go over to take a look and it says "Antenna Not Detected". I go through the usual troubleshooting, make sure it's on the dock correctly, move the antenna... nothing. So I go out and get my 3 year old Sportster to put on the dock to see if it works... nothing. So I get in the car to leave and suddenly, my 3 year old radio - which has never had a problem - says "Antenna Not Detected". My mom's home dock blew out 2 radios.

I call Sirius and explain the situation. I was told that they would do an exchange of my mom's radio and kits because it was under warranty, but that because mine was as old as it was, I would have to buy a new radio (which I expected). The rep (Jason, I believe his name was), completed the RMA for my mom , and then offered me a Sportster Replay for $20 - which I took. He also threw in an FM relay for no charge - I didn't ask for one, made no implication that I knew how crappy the FM modulater was... nothing. He just threw it in. It took the usual 2 days for the replacement to actually ship, but beyond that, everything went great.

I was also able to call Sirius with the tracking number we received for sending my mom's defective radio back, and they sent out the new one within the same 2 days - even though they hadn't received the defective one back yet.

The problems I had with the radios were easily taken care of by Sirius, and I received NO runaround, in my one-and-only experience with them. I expected nightmares after reading this board, but this was honestly one of the easiest call-center related customer service issues I've ever experienced (no, I don't work for them!)
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Last edited by Natron44; 12-04-2006 at 10:05 AM..
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Old 12-04-2006, 03:09 PM   #3
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That's cool Natron44. They hooked you up. I've had similar experiences. Though not perfect all the time, CS generally takes care of me.
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Old 12-04-2006, 04:37 PM   #4
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I've had good and bad experiences with SIRIUS Customer Service Reps, but all in all it's better than what you deal with at the electronics stores when you buy the radio!
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