More than a year ago, a man in New Jersey entered his PNC Bank debit card information into the Sirius website so he could sample the satellite radio company’s service for a month. Unfortunately, he only realized in recent weeks that the free trial had auto-renewed into a paid subscription. [More]
When satellite radio providers Sirius and XM merged almost half a decade ago, consumers and regulators feared that the combined company would begin to act like a fearsome monopoly with a stranglehold on the entire satellite radio market. Not quite. They’re still acting as separate companies working together to confuse the hell out of their customers. Emily’s family are longtime XM subscribers who bought a car with a Sirius receiver, assuming that since it’s all the same company, the services are interchangeable. No, not even close. [More]
Satellite radio wonder-twins Sirius and XM have been together for three years now. Customers often whine to us: why can’t we get multi-subscription discounts when they subscribe to both Sirius and XM. It’s all the same company, isn’t it? Offering discounts would have made too much sense, and was therefore impossible. Until now! [More]
Some people, and companies, just don’t take a hint. Sirius has been calling Matthew two and three times a day trying to get him to resubscribe. No matter how many times he tells them no, they still keep coming around, trying to win him back. Ok, that’s not so much a problem with taking a hint as serious stalker behavior. [More]
Olivia recently wrote in to share her story of success in sending an executive e-mail carpet bomb to Sirius/XM Sattelite Radio. She writes that the company has been billing her credit card for $44.79 every three months since the middle of 2008, even though her original subscription came from a gift card, and she never authorized payments from her credit card. Should she have noticed this? Yes. Should Sirius have billed her when she made it clear that they were not to charge her? Uh, no. [More]
Paul reports that there’s good news and bad news as far as the merger of XM and Sirius satellite radio goes. The two companies have not decided to band together and operate as one scary monopolistic entity. The bad news is that the companies seem to be cooperating to confuse customers and turn them off of the idea of satellite radio entirely. [More]
If you have an issue with your Sirius XM Radio service or a billing problem, and vanilla customer service behind the 1-800 number just can’t seem to get it right, no matter how hard you try, you might try emailing the people running the company. Here are their email addresses: [More]
Next time your satellite radio goes on the fritz, use the following magic number to solve your Sirius XM problems…
Sirus-XM charges for access to its Sirius Music Player, but for the past few days, some customers can’t get it to work. One of them in this forum says it only connects after Howard Stern is over, and speculates that some cost-cutting measures have reduced available bandwidth, leading to locked-out customers. In another thread customers are complaining that popular third-party streaming radio services have been sent cease-and-desist letters from Sirius, further limiting access to streaming Sirius programming online. Naturally, Sirius-XM hasn’t responded to customer queries about the issue.
According to the NYT, Sirius XM owes $175 Million by the end of February and it may not be able to pay up. Bankruptcy may very well be in the cards for the Satellite Radio super-organism. The article cites a failure to “to win over many younger listeners” and the general economic downturn.
Inside, email addresses, phone numbers, and addresses for over 100 different companies to inject your customer service complaints into their corporate executive offices, and get it well on the way to success.
XM/Sirius have (temporarily?) canceled two punk rock stations, Fungus 53 and Sirius Punk, and are redirecting listeners to a 24-hour station “dedicated to Australian hard rock act AC/DC.” We’ve been told by readers that this is a temporary promotion and happens all the time, to which we ask, wtf? XM/Sirius sometime cancels real programming channels to run paid-for promotions? Do you get a refund on those channels, or what? [Punknews.org] (Thanks to Craig!)
Space. The final frontier. These are the voyages of Sirius-XM. Its continuing mission: to explore strange new anti-consumer practices. To seek out new revenue streams and crowd out new competitors. To boldly safeguard the dangerous monopoly granted last night by the FCC.
Reader Hayden had to email the CEO of Sirius radio just to get them to ship him some replacement adhesive backing for his car radio. Every homebrewed solution he tried couldn’t get his Sirius radio to stick to his dashboard. When he called Sirius, he got bounced around between disconnections, robots, people who couldn’t speak English, a guy who insisted Sirius didn’t have stock any replacement tape. So Hayden kicked it straight to the man at the top with a nice cogent complaint letter, cc’d to us, various Sirius execs, the BBB, the Georgia Governor’s Office of Consumer Affairs, and some popular gadget blogs. Apparently that’s what it takes to get some replacement tape. His complaint letter, inside…
If you have a serious Sirius radio issue and ground level customer service isn’t helping you out, escalate your call to the executive customer service line at 888-635-5142. Also, here are some email addresses and a mailing address for the CEO to send your missives off to:
What does the XM-Sirius satellite radio merger mean for XM customers? Well, according to one customer service rep, it means mean prices are going to roughly double in May. Here’s what she said to one of our tipsters:
This is strictly confidential, but all the paperwork is signed and ready to go, and XM has fully acquired Sirius Radio. Come May, there will be a substantial price increase for XM Radio, as it will, in June or so, host all the Sirius channels. It would be best to simply extend your XM plan as we will honor your current contract price per month before we begin hosting the Sirius stations.
The tipster said he believed she said the price was going to double. Perhaps the customer service rep just wanted to score a renewal, but if true, it would certainly at least be ironic considering when the DOJ approved the deal was they said, “the evidence did not show that the merger would enable the parties to profitably increase prices to satellite radio customers.” However, reader comments on this post and this post over at Orbitcast say this customer service rep is full of pure baloney.