XM customer service sucks

Thunder22 · #1 06-06-2009, 11:26 PM

major rant:

XM customer service sucks! The absolute worst CSR department of any company I've ever dealt with.

I have 4 xm radios on 1 account. The service on the primary radio in my C6 Vette was about to expire, so 3 weeks ago I call customer service. They want about $145/year to renew. I ask for and don't get the $77 deal they have had going on for years for Corvette owners, so I decide it's not worth it to pay for a year when the car is only used 6 months a year, so I cancel. CSR tells me that they'll just make one of the other 3 radios primary and I don't owe any money, I'm good until march of 2010 on the other 3 and we hang up.

Today I get a bill in the mail for $84 to make one of the other radios primary.

I call back xm, tell them wtf, CSR told me I don't owe any more money until march 2010. Rep won't cancel the charges. I ask for supervisor. Get put on hold at 10:50p.m. XM CS closes at 11 EST on Saturday. I called at 10:15p.m., so I've been on the phone with them for over a half hour. 11:00 p.m. comes along, I get hung up on.

Tomorrow I cancel the other 3 radios. I'm done with XM. EFF them.

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LeMansX5 · #2 06-06-2009, 11:51 PM

I have been their customer for few years and also using the $77 deal but this is the last year. I renewed in March before their prices went up in April and they stopped the $77 deal. Price you pay for no competition. I am sure they are getting hit by economy.

dkl · #3 06-07-2009, 01:46 AM

I don't get the guys at XM. $77 is better than $0 when customers are canceling. They should lower their prices during these tough economic times...not jack it up. Same thing goes for cable companies. Monopoly or not, these services are considered "fluffs" in tough times like these. I don't understand these illogical decisions...may be someone with an MBA can fill us in?

X5rolls · #4 06-07-2009, 06:30 AM

No MBA here, but in times like these, companies with weak balance sheets resort to short term tactics. They probably some analysis that shows holding out for the larger amount across the thousands of renewals gets them where they need to be - more customers accept the amount and don't cancel. I would also bet that the renewals, drop out rates and multiple receivers per account metrics are something the watch the metrics on very closely.

It would be better to take the $77 in my mind because the long term affect of pissing of a customer (especially with more than one receiver) is really bad for business.

I went another route - I let the subscription on the X via Sirius expire for a few months and then called them. I ended up with a $9.99 (total) rate for three months - then it goes to $9.99 per month. I had to decline all the choices they tried to sell me on 1st though, a few times for one of the offers. I also stripped it down to just music.

Quote:

Originally Posted by dkl

I don't get the guys at XM. $77 is better than $0 when customers are canceling. They should lower their prices during these tough economic times...not jack it up. Same thing goes for cable companies. Monopoly or not, these services are considered "fluffs" in tough times like these. I don't understand these illogical decisions...may be someone with an MBA can fill us in?

motordavid · #5 06-07-2009, 07:52 AM

Quote:

Originally Posted by X5rolls

No MBA here, but in times like these, companies with weak balance sheets resort to short term tactics. They probably some analysis that shows holding out for the larger amount across the thousands of renewals gets them where they need to be - more customers accept the amount and don't cancel. I would also bet that the renewals, drop out rates and multiple receivers per account metrics are something the watch the metrics on very closely.

It would be better to take the $77 in my mind because the long term affect of pissing of a customer (especially with more than one receiver) is really bad for business.
...

...some genius decided that "harvesting pricing" for current customers, and cheap come-ons for new customers, is the way to go...
Good for you, Gresch: fook'em.

I have never been a Sirius customer, but DISH is right up there, imo,
in treating exisiting customers like the great unwashed.

GL,mD

noncom23 · #6 06-07-2009, 10:02 AM

Yes. Don't shear the sheep. Just butcher 'em.

blondboinsd · #7 06-07-2009, 10:57 AM

That is odd G. I did the same thing as above with the Treg. I let it expire and have the 9.99 plan. I'm about to add the Jetta on as it's 6 month free credit is expiring and I was quoted 10.00 to add another line. I agree on holding Customer Service accountable for their attitude. Quit the service and try again in a few months

Wagner · #8 06-07-2009, 01:01 PM

OMG! SO Ironic. I just went through this thing last week. Ended up calling SIRIUS to complain as well as the BBB. Since then XM has emailed me about 5 times.

Michelle · #9 06-07-2009, 07:11 PM

Somebody jinxed himself.

FSETH · #10 06-07-2009, 07:21 PM

That sux gresch.

I have had a Sirius subscription for about 4 years now on my primary radio and added a secondary radio about 2 years ago. I haven't even had to call them once. Everything has been handled online and they notify me regarding my account through e-mail. No complaints here (knock on wood).

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