Service Issues and Opinions
I have been reviewing the large number of comments and complaints about service issues people have been experiencing and am compelled to write this page about these issues. Even though I love the product and have had tremendous success and service in my dealings with Sirius, I encourage everyone to continue to submit these kinds of comments. There are people in the IT department at Sirius Canada who are monitoring this site on a regular basis. So your comments are read by people who may end up passing them on to others within the company. I know that the chances of this are slim but you never know. There is always a possibility. I strongly suggest as well that comments be passed on directly to the company through the website.
If you feel that you have a strong enough concern that should be addressed by someone at a higher up level, take those concerns further and address them to those at the executive level. This company needs subscribers in order to survive and therefore it should be paying attention and addressing the views of all customers. We all pay money for this service and the customer, while not always right, IS THE CUSTOMER.
I have tremendous respect for SiriusXM’s man at the helm, Mel Karmizan. He has addressed in his various television appearances that customers are what drive the company to continue doing what it does. So I again stress to every reader of this page and every subscriber who comes across this page, if you are not happy with your service issues, pursue them until you get some sort of a satisfactory answer. Do not settle for less than that. I want this company to survive and believe in the product. Stand up and shout loud, let Sirius Canada have it if you are not happy! Speak up!
Reader Comments
My husband has been having absolutely no luck getting any help from Customer Service as Sirius Canada with his Stiletto 2. I purchased it for him for Christmas in 1997 and it worked for a while, including some WiFi Channels throught the internet radio. He is now on this third set of satellite headphones, but cannot receive a signal, even after performing a device recovery as suggested by Customer Service. It just now indicates it was never connected. When we call Customer Service we reach Cape Breton and they will do nothing except try to boost the signal. There is an address at Liberty Street in Toronto, but no phone number can be found. Also, after several e-mails to them explaing the problems at length, we just get some vague run around answers (although we thought we were getting somewhere when they were talking about their engineers trying to figure out what the problem is). It’s as if they can’t or won’t read and answer the questions. All my husband wants to know is where he can take it or send it to be looked at and/or repaired (for which he will pay). Our last flippant answer was that it was not under warranty so we must call customer care (Cape Breton) and ask for a manager. My husband called there today and was told there was no manager to talk to. It looks like we are now going to have pay money to do a corporate search to try to find out who the head of this company is in Canada so we can write a formal letter. In the meantime, we now have to fight to cancel the yearly subscription they just automatically took again, even though we are getting no service. As you can imagine, this radio has cost a lot of money since 2007 for something that never worked for even a year and we are both extremely frustrated and disappointed. If this is how they treat their customers it’s a wonder they stay in business.
Deborah, it is important to take your complaints as far as possible. If the law firm where you work (I can tell by your email address) permits you to do a corporate search, I strongly encourage you to do so and post that contact information here, I will upload it to a main post as well so it gets some returns in a Google Search.