Thursday, March 3, 2011
My new car came equipped with Sirius radio and a free 1-year subscription. It runs out at the end of this month, so I went online to renew. It was a simple process right up until I went to click the submit button. At that point, I began a journey into the Twilight Zone to the corner Frustration and Aggravation.
Since I couldn't order online, I had to use the phone. A process that should have taken no more than 5 minutes, took what seemed like a day and a half, but was actually just shy of a 25 minutes.
Part of the problem was that he had computer problems and had to put me on hold twice, but that toward then end of the journey. The thing is that this would not have bothered me in the least, except that by that point I was ready to rip the radio out of the car and hurl it skyward in an attempt to bring down one of their satellites.
From the beginning, he knew I had done everything up to the point of clicking submit online. In fact he was looking at my transaction online. Instead of simply processing it and change to an invoice instead of auto-renewal, he felt compelled to (or was required to) explain every detail of every option and every step to me twice, and attempt to sell me a new product or service with every other breath he took.
Had I not interrupted him at least three times, and finally ask him to stop trying to sell me things, I know the call would have lasted at least ten minutes longer.
Probably the thing that bothered me the most, were two hidden charges that got added on near the end of the process, just prior to his computer refusing to process my order. The first was a royalty fee that took the advertised price up another $30. (I failed to read the fine print in their offer.)
The other was a $2 invoice fee that they hit me with because I didn't want them to automatically renew and process my credit card at the end of the term. At that moment, I knew what the bull feels like as the picador jabs him in the neck with his lance.
Whether it be mindless representatives or mindless corporate policies that dictated the procedures I had to endure, I do not know, but they need to examine one or both, because, Sirius, seriously pissed me off for no good reason. They turned a satisfied customer into an angry one. That's no way to do business, seriously!
Update March 8, 2011 - Sirius Response
Dear Mr. Wolinsky,
Thank you for contacting SIRIUSXM. Please accept our sincere apology for the previous encounter over the phone and we hope that this incident will not permanently affect our partnership. Our objective is to provide excellent service to all our subscribers and our Listener Care Representatives are adequately trained to assist customers with the issues. We are saddened to hear that you were not pleased with the service you received, but we can assure you that our representatives will convey the Company’s guidelines in a polite and friendly manner. Please keep in mind that your concern is a priority and we value you as a customer.
We guarantee you that our team does not take pleasure in embarrassing or distressing a customer. All of our customers are appreciated and each subscriber plays an active role in the growth of XM. This issue will be forwarded to the relevant department and your concerns will be investigated. This will, hopefully, further enhance the service which we provide.
We are committed to providing you with the best in customer care. If we can be of further assistance, please feel free to send an additional email or you may contact a Listener Care Representative directly at 1-800-XM RADIO (800-967-2349).
Sirius XM Email Listener Care Team