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.
I have now spent two days trying to get through to customer service at Sirius Radio. We have spent literally hours on hold listening to crappy jazz. LOVE the radio, when it works, hate hate hate the so called service. Sirius is always double billing us, not cancelling accounts and is a royal pain in the butt to deal with. We tried to cancel an account back in the summer but got talked into keeping the account for a year at $6.90 a month, no problem went out and bought another radio. Sept we received our credit card statement and Sirius is deducting $300+ of the account, we have now attempted to get through for 2 days and no-one will deal with this. We are fed up with their lack of service and the inability to contact anyone.
I recently purchased XM Radio after a 3 month trial. The first surprise were the extra costs on top of the special price I was being offered. In the end, I decided it was still worth it. I was called by a sales person and agreed to renew. Once the sale was confirmed I felt like I was being rushed off the call but had several questions. One, I wanted confirmation of my purchase. I was told that I needed to call a 1-877 number and this person was unable to send me an receipt for my recent purchase. I couldn’t understand this form of customer service. Wouldn’t that just be the type of thing you would do for someone who just bought your product? Why make them go through extra steps? So, I call the 1-877 number and am on hold forever. The first call gets dropped, and I call back. I am on hold again for a very long time. Someone answers and tells me that I cannot get confirmation of the renewal for another 24 to 48 hours. Then, they say I need to log in to my account to see my account status. They can’t send me anything. But somehow, they do have all my personal data including email! So, I am given a number and – ofcourse, it doesn’t work. I tried it twice. This is a comedy or a tragedy. It is too bad I like the music too much because I am ready to throw a satellite into oblivion. So, still no receipt but I should get confirmation once it goes through on the set date. Why isn’t Sirius investing more in training about customer service and providing the required courtesies that should be provided to new customers? Believe me, I will not renew if I run into one more problem. Oh ya, and I was told this would automatically renew and I told them I do not want it to automatically renew and they said, well someone will call me to see if I want it to renew. They better.
Same thing is happening to me. These guys put through a similar charge over a warranty issue that was about two years ago. Their customer service is deplorable as well. Too bad they’re like this because I like my radio.
I have contacted New York Office directly to see if they can provide me with a name to post to the site. They have told me I should hear back from someone today. Just hoping they provide me with a name.
thank god i am a lucky one….. they wouldnt take 3 different credit cards off me. well.. i ended up losing $30.00 outa the whole deal. but ill never recomend their services to anyone again, customer service is a joke. hanging up on me, and my old man. biggest mickey mouse company ever. great product, bunch of scamers runnin the place.
January 24, 2011
Waited on the phone (1-888-539-7474) last night for over an hour without making contact with customer care. The battery in my phone died and so did my interest in SIRIUS radio.
I wish to cancel my service completely at the end of this contract.
I will be making written complaints to concerned stake holders concerning the poor service at Sirius Canada.
I had similar problems trying to cancel the service last year only to have my credit card debited while I was out of the country. The credit card attached to this account has been deactivated to prevent a similar occurrence this year.
Please do not renew my service.
If SIRIUS Canada treats customers so poorly I can only feel sorry for their employees who have to work with such a system.
I just cancelled my subscription with Sirius Canada and had no problems, although I did run into the multiple up-sells other users have warned about, thank you for the pre-warning.
I did want to mention what I did to get service so quickly, I went to the website, selected Contact Us at the bottom of the webpage and then used their fonlolo widget, located on the right hand of the contact page, to have them call me. I guess it took 5 minutes for the call back and 15 mins of conversation to have everything settled.
I did try calling them directly with the customer service number and was put on hold immediately, I waited 10 minutes and hung up then proceeded to the above step. I would recommend bypassing the direct CS number and just using the widget. Being put on hold for more that 10 minutes is frustrating and will make your Customer Service experience that much more difficult.
My wife & I are long term Sirius subscribers. So long infact we’ve grown tried of hearing the same songs on a never ending loop over & over & over. We also find the service very expensive. We have four Sirius setups and there is no worthwhile discount for multi-users. They wanted $398 to renew our subsciption for 1 year., so we canceled December 2010. Our radios all went dead. Problem solved right? Wrong. March 4/2011 a charge appeared on our credit card for $398.
Called the credit card company to report the fraud and we told we needed a cancelation number from Sirius before the charge could be reversed. Good to know. Spent well over an hour talking to rude Sirius employees, advanced to the second level of “telemarketers” and were told there is no such thing as a cancelation number. They also said they have no record of us every canceling in December (even though our radios went dead within hours after that call)
And so the fun begins. We’re not done with Sirius yet. We’ll also be canceling our credit card involved and I’ll be writing a nice letter to Ford Motor Co. It’s a shame Sirius has to resort to scamming people to stay in business.
I have over the years enjoyed the two radios I have in my car and at home. We had switched over to sirius radio so we didn’t have to listen to commercials and talk on regular FM stations. We only want the music and that is what we had hoped to purchase.
The recent channel line up change was great, however, more talk is coming on and to the point family is asking why we were listening to regular “free” radio.
Too much talk and not enough music!
I am absolutely appalled by Sirius right now that I am ready to jump out a window. So here goes my issue. I initially contacted Sirius about 3 weeks ago to have a replacement (reburshished) radio sent out to me since my current radio had died on me. After a constant run around with Sirius I finally was connected with someone who took my order and sent me a radio to my work address. I paid for the shipping of this radio. I was very specific about my work address which included a suite number and company name. Well after a few weeks went by, I finally checked the UPS delivery info to try and find out where my radio was, with the airbill that was initially emailed to me, just to find out the person did not add my company name nor suite number. The security guard would not sign for the package and it was sent back to sirius. And that wasnt even a big issue if you can believe it. The really bad stuff comes next.
So tonight I contacted sirius to have them send me back out the refurbished radio and this is where everything went from bad (not having my radio) to worse if you can believe it. So here goes.
I contacted Sirius this evening to see about having another radio sent out to me. Well i was soarly wrong in thinking this task could be handled. Not because Sirius refused, but no one could transfer me to the proper department. I was literally transferred SIX times and I kid you not, SIX times. I kept telling my story, over and over to all six people and no one could help me.
I have no choice but to cancel my subscription since no one is capable of handling my problem. All I wanted, was the replacement radio that was initially sent to me, resent. I dont mean any disrespect by that statement, but come on, SIX times being transferred around in your phone queue.
I am currently on hold once again, waiting for the cancellation department, which is the SEVENTH transfer. I am not confident, I will even be transferred to the proper department.
So I just spoke to a Sirius rep who could not complete my order of a new radio, since the old one, according to your system, was in transit, which it is not, and it turns out he is not able to process the re order of the unit.
Now I am on hold waiting for another rep who I am now told can correct the shipping information. This is number EIGHT and I am now at 3 hours or not having my issue resolved.
I am so disappointed in Sirius and feel like my money that I pay each month, has been taken right out of my pocket. Its really not fair that Sirius puts their customers through all this aggravation and headache.
I have no choice but to cancel my service, since no one is capable of handling my problem in your entire company. I’ve been a customer for quite a long time and its sad to leave you guys, but I have no choice.
So sad that a company like this can do such a thing to its customers.
Thank God that I came across this and a few other links describing the customer “service” issues at Sirius. I’m just about to end my 7 day trial and was thinking of subscribing. Whew!!!! Thanks for the posts.
can some one tell me when you set up and account and they tell you that once the radio is installed you must call back to activated the signal.
So when the acct was set up Aug 11,2011 and for some reason we were unable to install in the vehicle and since then it has never been used. I called to cancel Aug 26 and was told that I still have to pay the one time fee 19.99 and the 14.99 monthly charge plus tax. When I told the rep(Brad) the story he said that they have no way of know if the the radio was activated or not?????? so therefore I do not get a refund. any suggestions and no i will never set up w/Sirius
I was contacted July 22, 2011 to resubscribe as it ran out previously and my credit card expired. they offered such a good deal and decided to go for it. after giving credit card # they inform me that there is a remaining charge of $25. I told them not to charge my card, and i did not want to deal with them anymore. again at least 4 more times i told them no to charge card. receive my card statement today, they charged it. so far 2 hrs and holding.
I was contacted by the American Sirius call center that handles renewals(not Sirius) as Sirius is just a name for the collection of 3rd party companies that do the work and have unlimited access to my personal info and banking info.
They stated that they were able to withdraw 129.00 but that there was an outstanding balance of 29.00 which was rejected by the bank.After half an hour on the phone I realized that this person was clueless and couldnt be trusted with my banking info. I instructed them to delete my banking info. Call center #2 handles all the financial matters from Bhopal India. They argued to death as to why I MUST give them my banking info and refused to delete the old info. Thankfully my card had expired and I had recieved a new one, thats why they had, in fact, recieved no money at all. I love the Sirius service I just don’t trust the company anymore. They have outsourced themselves to the point where I don’t believe they can control their own business.