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  #1  
Old 11-30-2011, 05:55 PM
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Default I am grumpy with SIRIUS customer service...

Got my truck in October, including the 1 year trial for SIRIUS. I've been a client of SIRIUS since 2009 on my Magnum SRT, and also in 2001-2003 on a boat I had.

Up to last night, the truck's sat radio has been working fine. On the way home, the radio started showing the "preview" screens and "contact SIRIUS") information. No biggie- I take a pic of the radio serial number, break out the window sticker, and get on the phone at 7:30 this morning.

The goal- add the RAM to my present SIRIUS account, and delete the Magnum's radio. A simple, straight line transaction.

Almost 5 hours, 3 listener care reps, and 2 listener care supervisors later, and I have accomplished nothing except utter frustration. I HAVE been told that:
  • I have only a 3 month free trial vice the 1 year as stated on the window sticker and accompanying vehicle literature.
  • My brand new 2011 truck is a certified pre-owned vehicle (yet I drove it off the lot with a whopping 30 or so miles on it)
  • My dealer is at fault, and must call SIRIUS to correct the "problem".
  • The reps and supervisors cannot do anything- was even hung up on 3 times, and spent over an hour on hold.

I finally found the secret to SIRIUS- call corporate in New York vice the 888 number for Listener Care. I called corporate, and within 9 minutes (yes, I was timing it and taking copious notes) an US based CSR named Deborah got everything fixed; my account now reflects service until 11/2012, and the removal of the previous vehicle and radio.


I was still hot at SIRIUS, so you know what I did? I billed them for my time: smileup:

I sent them a invoice that detailed the hours I spent in frustration with their Listener Care department, trying to get Listener care to accomplish what their US based rep Deborah got done in 9 minutes. The invoice and supporting data was also emailed to Customer Care and the executive staff.

Will let y'all know what comes of it......
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  #2  
Old 11-30-2011, 08:29 PM
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Default

I have had Sirius since shortly before Howard started there in... 2005?

I can safely say that Sirius has the worst customer service of any company I have ever dealt with in my entire life.

The trick to getting results is simple though... tell them "Fine, transfer my to the account cancellation dept"

They will, and then if you tell your problem to the "cancellation" person, they will resolve it for you.
It is their job to make sure you don't leave.

I usually wind up with 5 months of service for $20 when all is said and done.

P.S. my favorite thing with Sirius was the phone calls I would get asking me to re-activate a radio that was stolen from my wifes vehicle.

They always insist they can give me a really good deal.... on the radio.... that was stolen.... so the thief can listen to it?

after 4 phone calls like that Somebody got cussed out.
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  #3  
Old 11-30-2011, 09:03 PM
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Default

I agree with their horrible Customer Service. It is by far the worst I have ever experienced. My 2011 RAM came with the standard 1 year subscription. I tried to remove the Radio from my old truck and they kept trying to give me deals to keep it active. They just didn't seem to get it that I no longer owned the truck with the radio.

My only advice is to NEVER use a credit card for auto billing. Just prepay for your service. I was billed for 3 consecutive months for the old radio after I was promised it was removed from my account. Then I was only reimbursed for 1 month. I decided it wasn't worth my time to try and get back the $28 for the other 2 months after hours on the phone attempting to resolve the initial problem. This was all due to the fact that they had my credit card on file. From now on I will only prepay.
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  #4  
Old 11-30-2011, 09:31 PM
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and they wonder why i told them to stop calling and sending me mail after my 1 year trial was up, enjoyed the radio aspect but not the people behind it!
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  #5  
Old 12-01-2011, 01:43 PM
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Oh god you guys are scaring me. My free 1 year trial just got terminated this morning on the way to work. I had plans to wait until they call to try to weesel a good deal out of them after I've read here that they will go down to ~$5/month if I tell them I dont need it. I was kinda looking forward to it but now I'm not looking forward to them calling.
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  #6  
Old 12-01-2011, 02:06 PM
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Default

You may have a different experience, as you as north of the border....


Here's how to bypass the crap, and talk to a US based rep:

call the corporate office at- 212-584-5100
Ask for customer care- if you get the "mailbox is full" recording, be patient and you should be able to press *0 to get to a live person.
Tell then what you need, and it'll be handled professionally and courteously.

The rep I talked to, Deborah, is at extension 363. Good luck!
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  #7  
Old 12-01-2011, 03:48 PM
Hogking Hogking is offline
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I too am having a problem with my free 1 year...Thanks for the info. I called the NY office and they took care of my free 1 year.
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Old 12-01-2011, 04:21 PM
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Sirius out sources all its customer service, just like many other companies do, you talk to a person in a country like India & their booklet does not have anything but generic answers.
You have to bypass them to get anything done

http://www.ratjed.net/home/cat/all/id/4145.html

http://www.google.com/search?q=outso...w=1024&bih=531
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  #9  
Old 12-01-2011, 07:41 PM
daggertats daggertats is offline
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Default

gonna have to agree about the service. im in the same boat asd the op who started this thread. window sticker and brochure from sirius says a yr yet they swear its just 3 months. we went round and round in emails . they are now ignoring me. looks like ill be calling corporate like the rest of yall did. back to the emails i sent........each time i got a reply it was a different person replying.they nearly brought my jersey attitude back after all these yrs of livin in nc. they really dont wanna see that

Last edited by daggertats; 12-02-2011 at 05:10 AM. Reason: fix typos
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  #10  
Old 12-02-2011, 12:34 PM
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Default

Guys let Ramtrucks.com handle it. Sirius also cancelled mine after 3 months. Dealing with Sirius customer service , well you know the story. I called Ramtrucks / E-mailed Ramtrucks and they took care of it , so i thought. Three months later , Sirius cancelled again. Well then i took my frustration out on Ramtrucks. Young Lady was cool , took care of it , and also noted another FREE YEAR OF SIRIUS AND TRAVEL LINK for my problems !!!!!! So as of right now , TWO FREE YEARS OF SIRIUS

Story to continue in another three months ??? We shall see
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