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Report: #188878

Complaint Review: Sirius Satellite Radio - New York New York

  • Submitted:
  • Updated:
  • Reported By: cocoa Florida
  • Sirius Satellite Radio 1221 Avenue Of The Americas New York, New York U.S.A.

Sirius Satellite Radio CUSTOMER SERVICE INCOMPETENT Ripoff New York New York

*UPDATE EX-employee responds: I can't say I disagree

*Consumer Comment: Sirius Customer Service e-commerce Sucks!

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I am a lifetime Sirius subscriber and responsible for at least 12 of my friends signing up.

I recently went to their online medchandise site and purchased 2 sweat shirts. One was a present and one for me. IUp to this time , I loved the company and was more than happy to wear an advertisement. I paid by CC and opted for 2nd day delivery. Since this period, I have not received any items. I have called multiple times , I was frequently lied to that the items were sent and given delivery dates, and the item never comes. Every time I call, I have been put on hold for up to 45 minutes, then continually transferred to other customer service reps, repeatedly asked the same info over and over, I have many times requested and been refused to speak with a manager.

I follow up with an email(s). My emails are always answered with a form letter, often citing a subject I did not even complain about, then telling me to call them!!! I call and can never get the issue resolved. They tell me they will follow up and call me which they never do. Absolutely horrible service.

There is gross incompetence going on. I wanted to receive the order by two day mail as a present, now a long time past and no one can even tell me the status of the order. I want my money back, and to warn others of Sirius Radio's horrible service. I have all emails, and can supply cell phone bills showing I spent over this period 2+ hrs trying to get a very simple order straightened out.

How incompetent can a companies customer service (e-commerce) be?
Avoid these guys at all costs.

Thanks for hearing my rant.

John
cocoa, Florida
U.S.A.

This report was posted on Ripoff Report on 04/27/2006 12:29 PM and is a permanent record located here: https://www.ripoffreport.com/reports/sirius-satellite-radio/new-york-new-york-10020/sirius-satellite-radio-customer-service-incompetent-ripoff-new-york-new-york-188878. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#2 UPDATE EX-employee responds

I can't say I disagree

AUTHOR: Oarion7 - (U.S.A.)

POSTED: Tuesday, August 26, 2008
I'm a former employee who can vouch for both of your experiences - it was a summer job between my university studies the past two summers - and I spent the majority of my job fixing the mistakes that other representatives made. A lot of the time, however, there were mistakes so crucial I could not even resolve them. Sirius keeps your credit card on file when you set up an account, and if you aren't informed of the automatic renewal, you get a pleasant surprise when your subscription renews. That's all fine, people should be able to keep track of that most of the time, but the problem arises when the customer lets the service lapse and cancel out. After 30 days of not paying, your radio shuts off. So if you set up SIRIUS on 20th of january 2004, it will automatically "renew" on 20th of january 2005 (if you're on a 1 yr service), if your credit card has changed, is no longer valid, the service will STILL "RENEW" - and then after 30 days, so into february, the radio gets shut off, and the cost of those 30 days of service is written off on your name to a third party collections agency (NCO) - so because representatives couldn't clearly explain the renewal of the service, and SIRIUS's automated system which is supposed to contact you in these situations doesn't always work, your credit gets damaged. You get issues on your credit report. For a radio.

All I can say is, if you scream and swear at them, they are authorized to disconnect the call. But if you are clearly angry and persistent without yelling, you can intimidate the hell out of them. Your best bet is to ask to speak with a supervisor. If that doesn't work, threaten to cancel. Once you get to the cancellation department, now don't acknowledge this while speaking to them, but if you tell them how dissatisfied for everything you are and you thus want to cancel your subscription, they will basically ask you, what can I do to save you as a customer, and they have limits, but they can do a lot, waive activation fees, waive receiver swap fees (those are new), send you free replacement hardware for free.

You've got to be asking yourself, how can a respectable company run things so poorly. Well. They don't want to pay anyone very much, so they outsource their customer service to a company that hires people for ceahp, and then the poor management at the outsourcer, glitchy cheap billing system, etc. is where everything goes downhill.

Just remember, be patient, and if you keep trying, you might get someone like me. I'm never going back, but there were some decent and half intelligent people there. It really is ridiculous that if you have to make that much of an effort for such a simple thing, but thats just how that company is.

P.S. They don't drug test.
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#1 Consumer Comment

Sirius Customer Service e-commerce Sucks!

AUTHOR: Bill - (U.S.A.)

POSTED: Friday, April 28, 2006
I agree totally with you. I followed Howard over to Sirius and went to purchase some items from their e-commerce web site. I have to say they have absolutely no ideaa what they are doing. I will never again order from them. I never received my items and they still charged my credit card. The phone and email experience was the most frustrating experience ever.
They better get their act together, or they will lose customers. If it were not for Howard, I would have dropped them.

Sirius customer service SUCKS!!
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