• Report: #1138324

Complaint Review: Sirius-XM-Radio

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  • Submitted: Sat, April 12, 2014
  • Updated: Sat, April 12, 2014

  • Reported By: CDReno — Plano Texas
Sirius-XM-Radio
Nationwide USA

Sirius-XM-Radio Deceptive Business Practices and Fraudulent Actions Nationwide

*Consumer Comment: Corroboration of Sirius XM Deceptive Practices & Broken Agreement

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As a lomgtime customer of Sirius radio, I am saddened to cancel my subscriptions due to deceptive business practices by their representatives resulting in a breach of contract from their company. I contacted a representative by telephone to inquire about the status of my wife's XM radio in her car. I understood that she was on a promotion so I wanted to inquire about either cancelling it or renewing at a rate that fit our budget. The male representative went through the usual process of trying to sell us on a package. I asked him if I added my new vehicle radio if it would allow us access to a better package deal. He stated he could look if I gave him the ESN info, which I did. He then tried to sell me on a package that was way over our budget. I explained that I would not spend that much no matter what so he tried to downsize the package to 6 months which was still over our yearly budget by the time we renewed. So he said he would provide me with 5 months at $20 per vehicle and then we could see what kind of deals were available at the end of the expiration. I specifically asked him if this would incvlude all channels in my new truck and I stated that if I could not listen to Howard Stern then I did not want the package. He stated that rest assured I would get all of the channels since my stereo received both Sirius and XM. He credited my account one month for what was remaining on my wife's current promo and then I authorized the the new charges for the new packages on my credit card. I would have much preferred a one year subscription if it was reasonable but it is what it is. I accepted the current deal. However, once the gentleman activated my radio and refreshed the signal, he hung up while I was checking the channel lineup. I found that my radio was skipping over the Howard Stern channels so I IMMEDIATELY called back. I asked the new representative if there was problem with my new radio or what was the issue. It was here that he informed me that the first representative had signed me up for a promotion that did not include the Howard Stern channels (and others) and that in order to get these, I would have to upgrade and pay an additional $34 for 6 months per vehicle. I advised him that the first representative had stated I would receive all of the channels including Howard Stern (which was named specifically) and that the gentleman had already billed my credit card while not providing the services he had ageed to from their end. The new represetnative was very rude and just kept saying all I can do is cancel or you must pay to upgrade. However, he could not tell me when the credit would be returned to my card. So I had him cacnel and asked to speak with a supervisor. This was a mistake. Now I see why the represetatives are so bad, the managers are even more rude and disrespectful and just said, we will conduct an internal investigation but we have no way to track down who did the original activation. So much for their customer service. They knowlingly charged my credit card while lying to me about the services they would be providing, only to try and force me to pay more for an upgrade to get the channels they had promised from the beginning. I still have not seen my refund. Go with another prvider but whatever you do, AVOID SiriusXM. My whole family is cancelling so this will cost them about 20 radio subscriptions as well.


This report was posted on Ripoff Report on 04/12/2014 09:24 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sirius-XM-Radio/nationwide/Sirius-XM-Radio-Deceptive-Business-Practices-and-Fraudulent-Actions-Nationwide-1138324. 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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Updates & Rebuttals

#1 Consumer Comment

Corroboration of Sirius XM Deceptive Practices & Broken Agreement

AUTHOR: ajwdct - ()

 This is NOT a rebuttal, but rather a confirmation/corroboration of Sirius XM Deceptive Practices and Broken Agreement/Promise.

In Aug 2005, I paid for a 3 yr subscription that included BOTH XM Satellite Radio & XM Internet.  I was told by an XM rep (who later confirmed via email) that I'd be able to keep that package as long as I was an XM subscriber.  And I have been till this month when I cancelled my next 3 year renewal.   That's because Sirius XM refused to provide XM Internet access as part of the subscription, despite raising the rate 17.6%!   Numerous requests via email and phone calls in which I presented my case for "grandfather clause" were rejected.  I talked with 3 reps that promised they or a supervisor would get back to me but none did.  Each ignored my assertion that I was promised the combined XM radio/Internet package for as long as I continued as a subscriber.  They obliviously replied: "XM Internet is a paid service and we can't give it to you for free."   

As a result of Sirius XM's negative decision, I filed a complaint with the BBB-NY.

I received this response from a Sirius XM Corp Customer Relations representative:

We have received your rejected Better Business Bureau Complaint.

In 2005, our SiriusXM Internet Radio was included in our subscription packages as a free service.
In 2006, our services changed and the SiriusXM Internet Radio became a paid service.
Anyone, including yourself, who had the internet service in 2005 was ‘grandfathered’ in and kept the SiriusXM Internet Radio service for free until their next renewal.
When you were ‘grandfathered’ in to keep the SiriusXM Internet Radio service for free, this was until your next renewal and not for as long as we were in existence.

In 2011 when you called in about this, your outstanding balance for the SiriusXM Internet Radio was waived as a one-time courtesy.
Due to our terms and conditions, we are no longer able to provide the SiriusXM Internet Radio service to you for free.

If you have any other questions or concerns, please feel free to contact us at 1-866-578-7474, option number three.

Thank you, 

Sirius XM Corporate Customer Relations

...........................................................................................................

Here's the reply email I sent back:

I must reiterate what I told you on the phone:  Prior to subscribing for 3 years in Aug 2005, I was told by an XM Radio supervisor that I'd be able to retain the combo XM radio/Internet package as long as I was a subscriber.  And I have been since then.  

 
Again, your firm is evidently "penny rich and pound foolish." The 3 year difference in price for XM Internet is only a little over $3 per month or <$110 for 3 years!  And your company has no concept of long term subscriber retenetion or good will!  Think of how much time you and your colleagues have spent on this issue.  And what negative publicity/image you will get as a result.  Or how your colleagues failed to do any research or get back to me as promised.

 

 

 

 

 

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