I am not an employee or representative of Sirius/XM but I have sold and installed many units.
Years ago they did not outsource customer service and there were no
problems. Then they started to outsource some customer service and it
got worse..now they outsource almost all of it.
It is a shame because the product is great. I have XM and I can not
even listen to regular AM/FM anymore. It would be like going from cable
TV back to local commercial via the airwaves..no comparison.
What I can say is that if Sirius/XM does not find a way to improve
it's customer service when it comes to activation/billing or
returns/exchanges it will really hurt them in the end.
I can not defend them anymore..too many complaints and losing
customers over this same issue. It really is a shame, not to mention
these are jobs Americans could use these days and are much better suited
for it. Problem is no one wants to pay American salaries when they get
representatives dirt cheap in India, Afghanistan and other various third
world countries.
The correct way to handle this would be for them to send you a new unit and a
box with a return label to send them back the broken one. What it seems
happened is they are assuming this was a used unit since you received it
on 12/2/10 and it is now 1/10/11. I don't think they celebrate Christmas where you called so they only assume you used the unit, broke it, and how want a replacement.
What you can try is calling 1-888-539-7474. You should get an American. Tell the rep not to transfer to CS you but you want to speak with a supervisor. Tell them you have been transfered before and it did no good. If you get the right person I would think they will get you the credit much quicker then 8 weeks. 2 to 3 days should be max.
