• Report: #680912

Complaint Review: Sirius XM Radio

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  • Submitted: Mon, January 10, 2011
  • Updated: Wed, January 12, 2011

  • Reported By: pubtel — Pasadena Maryland USA
Sirius XM Radio
300 Nixon Ln., Edison, New Jersey United States of America

Sirius XM Radio Sent Me Defective Radio And Then Charged Me Before They Would Send A Replacement Edison, New Jersey

*Consumer Comment: Well good luck with it...

*Author of original report: Sirius XM Radio Sent Me Defective Radio And Then Charged Me Before They Would Send A Replacement Edison, New Jersey

*Consumer Comment: yeah, they have an issue...

*Author of original report: Sirius XM Radio Sent Me Defective Radio And Then Charged Me Before They Would Send A Replacement Edison, New Jersey

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I bought my wife a satellite radio for Christmas. Sirius/.XM came out with a new top of the line model called the Mirge. With this you can get both Sirius and XM programming. I ordered it on 12/01/2010, and $2674.99 was charged to my credit card that same day and I received it two days later. I wasn't going to have it installed until Christmas week so I stored it until then. I took it to a professional to have installed. After he put in all the internal wiring he came and showed me the radio had a broken dial. Frantically I called XM saying that I needed a replacement ASAP !!!.

The only way they would do that was if I charged a new one and sent the broken one back. I went around and around with them but reluctantly agreed because I wanted to surprise my wife. That same day they charged $317.99 to my credit card. Their excuse was that when I bought the first it was on sale but now it wasn't. I got the new radio the next day and handed the delivery man the original to ship back. The fun part came when I called back after Christmas as to when I was going to get credited for the broken one. To cut to the point I asked one of their "Listener Care" reps where they were located and he said Afghanistan.

That's where all of the "Listener Care" call centers are located. Every time I call checking on my credit I get a different story and loads of phony promises. If I had to ado all over I would NEVER do so again. I called my credit card company and they agreed to put the amount in dispute. I'm waiting to hear from XM wanting to know why I did that. It is obvious that they don't give a @#$%&! about their customers. They want your money and that;'s it. Today I got an email from them that said a refund could take up to 8 weeks to process. They didn't take that long to originally charge me. Never again.


This report was posted on Ripoff Report on 01/10/2011 10:33 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sirius-XM-Radio/Edison-New-Jersey-08837/Sirius-XM-Radio-Sent-Me-Defective-Radio-And-Then-Charged-Me-Before-They-Would-Send-A-Repl-680912. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Well good luck with it...

AUTHOR: Ronny g - (USA)

..but in your original posting you state and I quote.."I ordered it on 12/01/2010, and $2674.99 was charged to my credit card that same day and I received it two days later", which should mean the 3rd.

Either way..the credit should not take 8 weeks, that is way out of line. They should have it back to you 2-3 days tops but you are dealing with the moron customer service reps sad to say. Do you know if they received the broken unit back yet? That could be the cause of the hold up. But if they have it back there is no excuse, your refund should have been back by now or long ago.

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#2 Author of original report

Sirius XM Radio Sent Me Defective Radio And Then Charged Me Before They Would Send A Replacement Edison, New Jersey

AUTHOR: pubtel729@msn.com - (USA)

Thanks for the feedback. I will look into it. Actually I got it on 12/01/2010 but didn't go to have it installed until 12/22/2010. I am just writing about it now.

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#3 Consumer Comment

yeah, they have an issue...

AUTHOR: Ronny g - (USA)

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.

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#4 Author of original report

Sirius XM Radio Sent Me Defective Radio And Then Charged Me Before They Would Send A Replacement Edison, New Jersey

AUTHOR: pubtel729@msn.com - (USA)

Please let me correct my typo. I originally paid $264.99.

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