Join Date: Apr 2002
Location: Mauldin, SC, USA
Frustrated with XM Radio Customer Service
I've had an XM Radio subscription since 2005 or so. I added the Garmin receiver/antenna as a second radio at a reduced "family plan" price. Most of my XM listening was online; the online feature was included with the subscription. Later on XM changed its plans and the online radio became a "premium" feature at an extra cost. From that point I was paying for service on two radios that were not being used much.
Last week I decided to drop the first radio and change to one of the other plans, and pick up the online service again so that I could listen while at a computer. I looked on XM Radio's website but figured out I would have to call Customer Service to make the changes. After sitting on hold for maybe 20 minutes, a lady with an accent answered and told me she could change the plan but would have to transfer me to the Cancellations Department to delete a radio. Fine. On to plans. I asked about the less expensive "Mostly Music" plan since I seldom listed to anything else, but since the "Premium Online" was not available with that plan I had to go up. I don't care about the Sirius channels so that left the "XM Everything" plan (which is pretty much what I have now) as the best option. The website showed that the more expensive plans ("XM Everything" and "XM Everything Plus the Best of Sirius") each have a "Family Friendly" version that excludes channels with explicit language and cost a buck or two less than the "uncensored" versions. I ended up agreeing to change my subscription to "XM Everything/Family Friendly" plan, plus the "Premium Online" upgrade.
OK, on to the Cancellation Department after another few minutes on hold. Talked to another lady with a more pronounced accent, had to give all the same information again and explain that I wanted to delete Radio #1 and continue the service with Radio #2. She then kept offering to contine the service on the radio at a reduced rate. I declined (in part because I could see that I would have to spend another hour or two on the phone to India to cut it off later. At that point she agreed to delete the first radio, and asked me what plan I wanted for the remaining radio. I told her that the prior CS rep had already taken care of that by changing my plan to the "Family Friendly" version.
Cancellation Gal then proceeds to tell me that my radio is not eligible for the "Family Friendly" plan because it cannot be used on a primary radio, only for additional units added to a subscription. I thought perhaps she was confusing the "Family Friendly" plan with the "Family Plan", which allows you to add second or third radios to an account at a reduced rate. I told her that I was NOT asking for a reduced rate, I was willing to pay the full advertised rate for the XM service on my remaining radio.
She continued to insist that the Family Friendly plan was not available. I went to the main page of XM Radio's website and read her the descriptions of the plans that XM advertises. She put me on hold, and came back and told me that her supervisor confirmed that the "Family Friendly" plan was not available. I got so frustrated that I told her to cancel my XM Radio subscription altogether. The funny part was that at the end of the call, she asked me whether I was satisfied with the customer service I had received. I told her NO, and she ended the call.
I sent an online message to XM Radio through their website. That was Saturday and so far I have had no response whatsoever.
I could have relented and told Cancellation Gal that I would take the XM Everything subscription; it was only a dollar more than the plan I wanted. I don't care about the dollar, and I can certainly change the channel if I don't like the content. I just got so frustrated trying to educate XM Radio's employee about the company's own product I decided not to play anymore.
I quick search revealed tons of consumer complaints about XM Radio's customer service. I don't know if it is better or worse since XM and Sirius merged to form the satellite radio monopoly.
Anyone else gotten a bone-headed response like that from XM Radio Customer Service?