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SIRIUS S50 You asked for it, now you got it! A forum all about the SIRIUS S50.

 
 
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Old 04-20-2006, 11:44 PM   #1
sracer5
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Default Sirius Customer ( NO ) Care: Don't Lose Your USB Cable

Don't try to get a replacement USB cable from Sirius , It's impossible. I've been lied / mislead to for the last 7 weeks. These are copies of my e-mails to Sirius. Sirius support is a joke ! I was put on hold for over 40 min. the last time I called, So I thought I would try e-mail !!! Oldest E-mail is last / Newest from me first !

APRIL 20th


Rosalind,
Are you crazy ? Please read this whole E-mail String I have called Sirius 5 times in the last 6 weeks ! Don't reply to a customer E-mail / complaint with a form response without reading the whole E-mail and past e-mails from your company. I"m still amazed that Sirius treats their customers this way. Please forward your supervisor / Managers e-mail address or phone # so I can speak with someone who knows what they are doing.

Sirius Radio Equipment <Equipment@sirius-radio.com> wrote:
Dear Paul,

Thank you for contacting SIRIUS regarding your equipment replacement.
We're happy to help!

The USB cable would have been a warranty issue, we suggest that you get
in touch with them to find out where the cable is if it was to be
shipped to you March 29, 2006! We have provided the warranty number for
your convenience!

Warranty:
1-866-257-7726

We hope that the information we provided is useful and helps to resolve
your equipment issue!

We are committed to providing you with the best in customer care. If
you have any more questions, please feel free to contact SIRIUS Customer
Care. For your convenience, we are available 24 hours a day, 7 days a
week at:

1-888-539-SIRIUS (7474)

As well as by email at:

www.sirius.com/customercare

Sincerely,

Rosalind
SIRIUS Customer Care

Did you know that SIRIUS has great money-saving billing options? You
can get 1-14 months free depending on the option you choose. Call us at
888-539-SIRIUS (7474) and we?ll help you choose the plan that?s right
for you!


Original Message Follows: APRIL 19th
------------------------
Well , It's APRIL 19 / 2006 .

The Date of your reply promissing the cable was MARCH 29th
. Remember, I was promissed this cable now 4 times in the last 6 weeks
by 4 different people that work for SIRIUS .Still no cable as promised.
I'm very disappointed . If I ran my shop like this I wouldn't last 6
months. I borrowed a cable and was able to get the unit to work , but I
still need the USB cable promissed so I can use the unit as an MP3
player.



Paul C.

Sirius Radio Equipment wrote: MARCH 30
Dear Paul,

Thank you for contacting SIRIUS with your mailing address!! We will be
sending you a new USB cable via mail and you should receive it within
1-2 weeks. Thank you for being a SIRIUS subscriber!!

We are committed to providing you with the best in customer care. If
you have any more questions, please feel free to contact SIRIUS Customer
Care. For your convenience, we are available 24 hours a day, 7 days a
week at:

1-888-539-SIRIUS (7474)

As well as by email at:

www.sirius.com/customercare

Sincerely,

Melissa
SIRIUS Customer Care

Did you know that SIRIUS has great money-saving billing options? You
can get 1-14 months free depending on the option you choose. Call us at
888-539-SIRIUS (7474) and we?ll help you choose the plan that?s right
for you!


Original Message Follows:
------------------------
My Full address is ;
Paul Closuit
3033 Marquita Dr.
Fort Worth , Texas

76107


Thank You !

Sirius Radio Equipment wrote: MARCH 29th
Dear Paul,

Thanks for contacting SIRIUS Customer Care, we are here to help! We
would very much appreciate you sending us your mailing address in full.
Please send this information as soon as possible, and place email in
care of me Sammy J. We have a USB cable at our office we would like to
send to you! As always, w
e are committed to providing you with the best in customer care. If you
have any more questions, please feel free to contact SIRIUS Customer
Care. For your convenience, we are available 24 hours a day, 7 days a
week at:

1-888-539-SIRIUS (7474)

As well as by email at:

www.sirius.com/customercare

Sincerely,

Sammy J
SIRIUS Customer Care

Did you know that SIRIUS has great money-saving billing options? You
can get 1-14 months free depending on the option you choose. Call us at
888-539-SIRIUS (7474) and we?ll help you choose the plan that?s right
for you!


Original Message Follows:
------------------------
I have to say that I'm more than dissapointed about the service I have
received from Sirius. I called your company March 7th. to get this "
Free " USB cable. The first man I talked with was helpfull and after the
5 min. or so hold , he said he had a cable and would ship it out to me
at no cost.I offered to buy the cable and pay for shipping , but was
told that the cables aren't available for purchase ! I understandably
felt he had the cable in hand and it would be sent shortly. I waited a
week or so and still no cable so I called back. I was then told after
the initial hold of about 10 or so minutes that the cable had been
shipped , but couldn't be tracked. But not to worry , If the cable
hadn't arrived to call back in a couple of days. I next called of friday
March 24th. I was on hold for 30 minutes and then was told ato hold and
he would check for me .After a 3 minute wait I was again told that the
cable should have arrived , but give it a couple of more days. I was
told that the
cables were now out of stock , but that you were to get more the first
of the week. I was also told that Your office ships on Tuesdays so I
should call back Monday if I hadn't received the cable. My last and most
frustrating conversation with your company came yesterday after another
20 minute wait to talk to someone. A woman named Janet put me on hold
for 3 or 4 minutes. When she came back she said " I'M SORRY, BUT THE
CABLES HAVE BEEN BACKORDERED SINCE FEBUARY. WE DON"T HAVE ANY TO SHIP.
YOU CAN CHECK THE WEBSITE AND THE CABLES ARE LISTED FOR SALE FOR A COST
OF ABOUT 7 DOLLARS. I TOLD HER THAT I HAD BEEN ASSURED AFTER 3 LONG
CALLS THAT THE FIRST CABLE HAD BEEN SHIPPED , THAT THE CABLES WERE NOT
AVAILABLE FOR SALE ECT..., ECT..., ECT...
I enjoy the Sirius service , I have 2 units( the Sportster Replay
and the Starmate Replay ) that I have bought and are currently in month
to month service. I have owned the original Orbiter 4000 and Boombox ,
and the original Sportster and have constantly upgraded my equipment at
a substancial cost, to have the latest receivers. So here I am , stuck
with an unusable product . This kind of service has me seriously
considering canceling and going to XM or just dumping Satilite radio all
together.I can't believe that I have been treated this way. I'm now
paying $250.00 a year or so for some really lousy service !!!!
The Phone # on my account is 817-681-4913, I can also be reached at
that phone # any time.

Paul Closuit


Sirius Radio Equipment wrote: MARCH 7th
Dear Paul,

Thank you for your recent email regarding your equipment. Great news!
If you need a USB Cable for your S-50 receiver, you can actually get one
of these for free from the manufacturer of the receiver! The
manufacturer of the S-50 receiver can be reached at the following
number:

1-800-869-5364

We are committed to providing you with the best in customer care. If
you have any more questions, please feel free to contact SIRIUS Customer
Care. For your convenience, we are available 24 hours a day, 7 days a
week at:

1-888-539-SIRIUS (7474)

As well as by email at:

www.sirius.com/customercare

Sincerely,

Jack
SIRIUS Customer Care

Did you know that SIRIUS has great money-saving billing options? You
can get 1-14 months free depending on the option you choose. Call us at
888-539-SIRIUS (7474) and we’ll help you choose the plan that’s
right
for you!





Original Message Follows: MARCH , 6th
------------------------
First Name: paul
Last Name: Closuit
Email Address: sracer5@swbell.net
Subscriber: Yes
Phone Number: 817-681-49
Message: I'm Thinking of purchasing a used S-50 that is missing the USB
Cable with the Home power adapter and the software C/D. How much will
these 2 items cost ? i would like to get a quote ASAP. I'm now using a
starmate replay. Please e-mail me back , By The Way i LOVE your service
!
Paul
Closuit












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Old 04-21-2006, 02:55 AM   #2
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Default

Just for information, TheSiriusStore.com does sell the USB cable.

It is interesting and unfortunate that they assured you a new cable however. Sirius isn't in the hardware business, Directed (the warranty number) should've been contacted to get any parts or warranty help.

I'd probably pick up a phone and call instead of dealing with E-mail for these sorts of things, that way you can always be transferred if you're unhappy with the response without waiting until the end of time for responses.

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Old 04-21-2006, 10:13 AM   #3
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Well, I don't know if the phone helps either. I called tech support the day after I upgraded the car dock back on 3/30, it was fried. He told me my internal antenna connection was probably bad and sent me to the e-commerce department.

The man was of course helpful and said they would send a whole new replacement S50 kit and I had 30 days to return the old one or they would bill my card. That was 3/31, and I was hopeful because a new order showed up for 0.00 on my orders page.

It's now 4/21, I've called every week and been told it will ship in 2 days each time after explaining yet again the problem. I've even asked if they were out of stock and the answer from each of them has been no, we have plenty. I'm almost due again for another call because the last person I spoke to was adamant that she had fixed the problem, yet they sent me an email as follows:

The status of the RMA ticket #20790 has been updated:

Ticket #: 20790
New Status: Closed (Complete)
Close Reason: Resolved Successfully
Close Date: 2006-04-17
Ticket Link:
http://shop.sirius.com/edealinv/serv...1556339&c=2640

A new replacement order(s) 1525883 has been created. Please check for the order
in your "pending orders" to see if any charges need to be paid before this
replacement order can be shipped.

The following is the status of each item associated with the ticket:

SKU Name: S50-TK1
RMA CODE: EXCHANGE
Code Description: Item exchange.
Resolution Path: Request exchange. -> Send Notification E-Mail -> Receive
returned item. -> Approve exchange. -> Ship replacement item.


Thanks for using SIRIUS!

*** This is an auto-generated email. Please do not reply. ***



Not sure, but that last bit about the exchange worries me. No one has said ship the unit back, only that they would ship a new one and I was then to return the old one. That email was 4 days ago and still no new unit. The order is the original order from 3/31 for 0.00 and I'm slowly losing confidence in Sirius.

Ian.
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Old 04-21-2006, 11:07 AM   #4
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Well, typing a post here compelled me to call again. Now they are escalating to corporate investigations who will personally mail a new unit out according to the person I spoke to. I did ask her to put notes for my name so that I don't have to keep going through the whole story again and again and she gave me a 32 dollar credit on my main subscription not to mention putting a hold on my S50 subscription.

They've all been nice and she noted my frustration but I stayed calm. No point in getting angry over all this.

As a note, she did ask if I had returned the original unit and I said no since the orginal person I spoke to said they would ship one out and I was to return the old one. She said they don't usually do that, but I mentioned the "advanced exchange" as I've read on this forum and she said they do that on occassion.

Knowledge is power and I thank this forum for that, but we'll see if a new unit is shipped next week. Round 4 done.

Ian.
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Old 04-21-2006, 12:48 PM   #5
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The timeframe for receiving replacement units at the beginning of April was 2-4 weeks, so you should be receiving the original replacement shortly. Although, I secured my replacement several days later on April 3rd, and mine arrived several days ago. I'd give it a few more days. They should have given you the 2-4 week timeframe when you secured yours back on the 30th.
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Old 04-21-2006, 01:50 PM   #6
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I've been waiting for about a month now for my usb cable. The part that connects to the S50 broke and I've called twice and both times they claimed to have mailed me a new one that I shoudl get in (2-4) weeks. If they're both telling the truth (I'm sure they aren't) then I'll get two in the mail.

Whatever.
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Old 04-21-2006, 02:37 PM   #7
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Unfortunately everyone I talked to has said it will ship in 2 days, so I wish they would have said 2-4 weeks instead of we have plenty in stock and it will ship in 2 days. Anyway, sorry for hijacking but I certainly can sympathize with you vargas.

Ian.
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Old 04-21-2006, 04:09 PM   #8
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I asked for a 2nd one in early January and got it in a week.

Just wanted to post a good story to go with these.
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Old 04-21-2006, 11:16 PM   #9
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Default No USB Cable Still

Droobe,
Just wanted to follow up. If you checked my crazy long original post you can see that I called 4 times in 4 weeks time before I returned the original e-mail. I originally sent the first e-mail request and then followed the directions to call the s50 number. Thats when the runaround started. I checked the sirius store site a day or so ago and the cables were backordered. This still doesn't change the fact that Sirius has always told me that the cables would be provided at no charge. I offered to pay for the cable and for express or UPS Postage , but they said they couldn't do that. I DON"T CARE IF THE CABLE COSTS ANYTHING , BUT WHY DID SIRIUS " LIE " TO ME OVER AND OVER? I THINK 6 OR 7 DIFFERENT PEOPLE HAVE LIED AND GIVEN ME CONFLICTING STORIES. I DIDN"T GET A REPLY FROM MY LATEST E-MAIL YET. I THINK THE " ARE YOU CRAZY " FIRST LINE MAY NOT BE THE MOST EFFECTIVE WAY TO GET A REPLY. ---- THANKS FOR THE THOUGHTS AND HELP---GREAT FORUM
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Old 04-21-2006, 11:19 PM   #10
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Default Re: No USB Cable Still

Unfortunately Sirius uses outsourced support like many companies do. The people you email and the people you call could be anywhere (including Canada) at any given time.

The USB cable is on back order with TheSiriusStore. I don't know how long that backorder is. It's possible Sirius has a backorder as well, since as far as I know TSS gets their stuff from the same channels as everyone else does.

I do agree that you deserve beter information from these guys than you have been getting.

--Droo, @Network
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Old 04-21-2006, 11:51 PM   #11
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Hey I just sent my S50 for replacement now you guys are worrying me .... I called and asked if they received my package in the mail and they said they only know when the replacement ships back to me not when they received mine.......does that make any sense?should I be concerned?
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Old 04-21-2006, 11:53 PM   #12
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Default USB CABLE

POSSIBLY THERE'S ONE GUY IN THE BACK OFFICE AT GOOBERS GAS STATION IN MAYBURY ANSWERING THE PHONE ! I THINK THE LAST TIME I CALLED HE SAID THAT THE CABLE WAS BOXED AND PUT ON THE STEAM ENGINE AT PETTICOTE JUNCTION.I SHOULD EXPECT IT TO ARRIVE IN 2 DAYS WHEN HELL FREEZES OVER .

Again SERIOUSLY ! Thanks Droobe for your thoughts !!!!!
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Old 04-21-2006, 11:54 PM   #13
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Quote:
Originally Posted by quaffcravat
Hey I just sent my S50 for replacement now you guys are worrying me .... I called and asked if they received my package in the mail and they said they only know when the replacement ships back to me not when they received mine.......does that make any sense?should I be concerned?
They probably use a 3rd party Logistics company to handle this stuff... It's actually more normal than you think.

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Old 04-21-2006, 11:56 PM   #14
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BE AFRAID ! BE VERY AFRAID !
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Old 04-22-2006, 02:08 PM   #15
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The Replacement parts that we have for the S50 is a simple thing. We open an S50 Box and sell the items separately. Our constant asking of the distributors to carry the parts separately does not make any difference, nor is their enough money for a company like Directed to sell just the USB, so people like us end up finding a way.

The problem with the S50 Parts that we have is that if any of the parts sell far faster than the others then we may have opened 15 S50 Boxes to sell just the USB cables alone and the rest of the stuff may not sell. So, at any given time some of the parts will be on "backorder."

A few more suggestions, and here is a huge one, don't deal with SIRIUS Warranty Dept, Directed Has their own one. Their telephone # is 1-800-876-0800. They can sometimes accomodate to replace separate parts on their one. HOWEVER, if everybody who had a warranty claim knew about it, then it would be flooded and they would not be able to help people in the manner they currently do, IMO. When our S50 customers need warranty help we fwd them to Directed. In most cases Directed will need a receipt from an Authorized Directed Dealer. It's likely Ebay purchases will not get taken care of.

Also a very common thing is for people to feel that they have lost their USB cable when really it is plugged into the wall. It's easy to forget it doubles as the charger. I would say about 50% of the people inquiring about the USBs have the cable plugged into their wall outlet.
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