The XM Radio Customer Service Twilight Zone

Sorry for the long post - but I had to rant!

Since letting my trial XM Radio subscription expire, I had been receiving all sorts of promotional rates in the mail. I hadn’t been particularly tempted to subscribe because I usually listen to audio books while driving, but on a recent long trip I thought having satellite radio would be a nice alternative to my books. So I pulled over to a rest area and gave them a call.

It took me several minutes to get to speak to a person. The first thing the automated menu asks is to enter your zip code, which it didn’t recognize (and still doesn’t). Then it makes you go through a series of choices and several minutes on hold. When I finally got to talk to someone, my first problem was not having my radio ID -- I was calling through the Bluetooth on the car display and was unable to switch on the radio to get the radio ID. However, the representative said she would be able to set me up with other information I provided her (my name, my car make and model, etc.). We agreed to a subscription at the 1-year promo rate of $77. Then when it came to paying, it became about $90 – this included some sort of fees that they hadn’t told me about to begin with. She also told me that after my one-year promotional period, it would be automatically renewed at whatever the prevailing rate is. I told her I didn’t want it to be automatically renewed, and she said, that’s all right if I pay up front. She told me I was all set up and ready to go and it would be activated within two or three minutes after I hang up. So, I hung up, turned on the sat radio, and proceeded on my way.

After 20 minutes or so it still hadn’t come on so I pulled over again and called them back. Again, it didn’t recognize my zip code and I had a bit of wait getting to someone. I explained that I had signed up with someone 20 minutes ago but my radio had not been activated. This person could find absolutely NO record of my previous call and I had to start all over again. However, I wasn’t using the Bluetooth this time so was able to get to the radio and give her the radio ID. But then she refused to honor the promotional rates because I didn’t have a promo code with me – she first tried to sell me the one-year subscription at the regular rate and then the lifetime subscription! When I asked to speak to her supervisor, we somehow managed to get cut off.

So then I called back a third time. This time, while the representative had no record of my previous two calls, he did honor the promotional rate and managed to get my radio activated.

When I received my credit card bill a few weeks later – guess what? They had charged me twice. Once on May 17, which was when I had made all the calls, and the second time on May 18. I called them back (and they still don’t recognize my zip code), and the representative had absolutely no record of the first charge. He advised me to fax my bill to them so they can make a determination. I decided it would be easier to call my credit card and get the charge reversed, which I did.

A few weeks following that, I get two welcome packages from XM in the mail, with two different radio IDs. One was correct, and the other was some other ID. Foreseeing that I down the road I would be billed for two accounts, I emailed their customer service with all the details and told them to delete the erroneous account. I got a reply saying that in order to confirm that I really want to “deactivate the radio†I have to call them. Oh joy.

Has anybody else had these type of problems with XM customer service? This has to be one of the worst I've dealt with since MCI Worldcom! I'm dreading when it comes to renewing. If I don't want to renew at whatever rate they're charging them, I'll probably not be able to cancel. They'll probably still be charging for both accounts (or they'll deactivate the radio I'm using and have paid for).

 

I did manage to talk to someone yesterday (two people, actually, after about a 15-minute wait on the phone) and I THINK the duplicate account is now deleted. It's still working in my car so at least they didn't delete the good account. They also credited me with one month extra service for my inconvenience.

It seems that what happened when I called the first time is that in fact she did set up an account for me but since I couldn't give her the radio ID she somehow just made one up. Whatever she did, it didn't activate my actual radio because the ID didn't match. Then when I called back with my radio ID, they had no record of the previous account. This is what I don't understand. They have my name, phone number(s), address, credit card number, model and make of car -- but because the radio ID didn't match they couldn't find any record of that account???

To be fair, the reps have been polite and patient even while I'm ranting. After all, it's not really their fault that the system doesn't seem to be set up to find BOTH accounts that were set up in my name! The one rep that really p'd me off though is the one that refused to honor the promo rate because I didn't have the code with me, and then went on to try and selll me a lifetime subscription.

 

I used to think that mergers would combine the best of both but they always seem to do the opposite. Like when AOL merged with Time Warner and AT&T wireless merged with ...I can't remember the name of the company now ...

 

Yes!

I remember I had AT&T before (through a third party provider) and had excellent service. Then somehow it got switched to Cingular, which was okay for a while but then calls started dropping (change in network?). For example, I was unable to receive any calls at my office, when I went into a store, or in many places where I traveled. When Cingular and AT&T merged, I was hoping to see the service I used to have, but no such luck. I finally switched to Verizon.

 

The nightmare continues.:wacko:

I thought I had finally got everything sorted out with a pleasant service rep. The duplicate account with the phantom radio ID was deactivated (I think). My credit card had already reversed the charges so I told the XM rep that I didn't need a refund.

Several weeks later in July (all this trouble started May 17) I received a check from XM for an amount somewhere in the vicinity, though not exactly, of the amount that I had overpaid. However, since I already received a refund from the credit card, I didn't cash the check, but put it aside, intending to return it to XM.

Then about two weeks ago I get a bill. At first I was mystified, and then I realized that it must be because they finally discovered that I had been credited twice and were billing me for the amount they had refunded me (although it wasn’t exactly the same). So I decided I'd better just pay it and deposit the check. The bill was due August 25. Before I got a chance to deposit the check, I sent a payment electronically through my bank, to be received on August 24. However, by Sunday, August 22, XM had cut me off (it could have been even earlier but I don’t know).

When I called them to find out why I had been cut off, they told me it was because I had reversed the charges on my credit card and they had not been paid. I tried to explain the whole story, about how I had been charged for two accounts on two radios when I only had one radio, etc. etc. but all she would say was they hadn’t been paid for the account that I am using and I shouldn’t have reversed the charges but should have waited for the refund from XM. She said that the credit card refunded me the amount that was charged for the account I am using, not for the other one. Of course, there was no way for me or the credit card company to have known which charge belonged to which, as they were both exactly the same amount.

Anyway, I know my payment went through on August 24, but my service has still not been restored. Yesterday (Aug 25), I received a recorded message on my cell phone telling me that my subscription had been suspended and to call them. I have no desire to call them and be put on hold for another 15 minutes, only to have to go through the frustration of having to explain all over again why I’m calling. Since I’ve already paid, I can’t cancel the subscription because they’ll no doubt screw that up as well.

 

They aren't the WORST in my experience ... MCI Worldcom was by far the worst. They finally went out of business.

On Thursday, two days after I knew my payment had gone through, my service was still not restored. XM called me on my cell phone for the second time with a recorded message (no live person on the other end) telling me my subscription had been suspended. I decided I'd better call back and tell them that I had paid and need my service restored. This time, I didn't have to wait for long, at least, and they told me that they would resend the signal. When I turn on my radio, I should tune to channel 1, and I will receive channels in 15 minutes. That evening, I got in my car and turned on the radio, which was already at channel 1, like it had been for the past 5 days. It took me 15 minutes to drive home and I was still not receiving the other channels. I waited for another two minutes and called them back. This time I went through the voice system to ask them to resend the signal. It gave me the same instructions about waiting 15 minutes, but it actually started working within a couple of minutes -- and I didn't have to go through the aggravation of talking to one of their reps.

Friday, I received a bill for sixteen dollars and something for my service from May through the time it was suspended (the rep had told me that they would start my 1-year service over from the date it was restored, but I would be billed for the months I had used it). They sure are efficient when it comes to sending out a bill.

Then today (Saturday), I get another recorded message telling me that my service had been suspended. I run out and check - it's still working. I am nervous that they are going to suspend my service again if they don't receive my $16 payment by yesterday, though. I don't know how I can stop them from calling my cell phone to tell me they had suspended my service.

I can't cancel because I've already paid for a year's service and I don't trust them to ever refund me my money.

 

I just took a closer look at the $16.85 bill they sent me. It includes a $5.00 "late fee" and a $2.00 "invoice fee"! I was never late! In fact, I had prepaid for TWO accounts when I only needed one!

Carnutt - which board(s) did you post your complaints on?

I am gettng really tired of this. I was reading complaintsboard.com and somebody pointed out that once you sign up, you have agreed to their terms, which includes automatic renewal unless you call to cancel (which probably won't work). When I looked again at my bill, I saw the following: By enclosing a check or providing my payment information below, I authorize my payment and agree to the AUTOMATIC RENEWAL TERMS for my subscriptions as listed in this notice.

In other words, you cannot NOT agree to automatic renewal terms. Just by paying your bill you agree to it. Of course, if you don't pay it, then they'll be pursuing you forever.