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XM Radio Customer Service

User Reviews, Ratings and Comments

XM Radio customer service is ranked #444 out of the 728 companies that have a CustomerServiceScoreboard.com rating with an overall score of 30.54 out of a possible 200 based upon 1841 ratings. This score rates XM Radio customer service and customer support as Disappointing.

NEGATIVE Comments

1,739 Negative Comments out of 1,841 Total Comments is 94.46%.

POSITIVE Comments

102 Positive Comments out of 1,841 Total Comments is 5.54%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • Viewing XM Radio customer service complaints
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  • I'm being charged 5% city sales tax and 8% state sales tax on my bills. My city has no sales tax, and my state tax is 6%. I tried to get this corrected via "chat" and phone, and was essentially told to like it or lump it. I'm trying to cancel my subscription on three cars, and that isn't going so well, either.

    Dai Uy Ted 8/3/14 10:23AM
  • I cannot describe the frustration contacting this company. It is as bad as described by the other reviewers here. I would rather go to the dentist for a root canal than have to contact Sirus XM! The communication is hampered by the language barrier in reaching someone in another country to help you. The supervisors are no better. Also, they bill you in advance and your subscription "renews automatically" so I receive a bill every month even though I'm on a quarterly plan. MAKES NO SENSE.

    The other highly annoying factor is they will call you to tell you your bill has been mailed. Thank you for telling me this, I'll wait to get it in the mail. Then a few days later, they call to tell you that your account requires attention and want you to make a payment even though you probably haven't received your bill in the mail yet. They will keep calling and calling until you pay even if it's only a few weeks. The only reason I keep their service is that my husband loves the channels. I agree it's nice to have but I would have been done with them long ago. You can live without it! I do not recommend XM.

    frustratedbyxm 7/18/14 10:57AM
  • Sirius has the worst customer service among any services that I use. I received an offer in the mail for 1/2 off their usual fee. I called to accept. And then the actual fee will be higher due to the mandatory government fees. Shouldn't those fees be declared? Airlines have to declare these fees. I asked to speak to a supervisor and was told to "calm down." What? Needless to say, when I went to my car at lunch, no radio. So I contacted their chat line through the link provided in my confirmation email. I was told I had to contact the Refresh group. But this guy refreshed my radio anyway. I got back to my car... and no Sirius radio. I had to contact the refresh link through my phone again. Yet it is illegal for me to operate my phone in my state. I'm regretting activating this especially after reading the messages on this board

    Anonymous 7/17/14 12:01PM
  • Again, spent 20 minutes of my life trying to resolve an issue with listener care. After figuring out what the problem was for the guy on the other line he transferred me to some smart a** that could care less about my problem. Absolutely the worst customer service I've ever experienced. If I have to hear "I understand your frustration" again I think I'm going to lose my mind!

    Anonymous 6/30/14 6:41PM
  • I think the actual service is great. That is why it is so frustrating when I have to deal with the actual customer service agents that work there. They do not listen and constantly interupt you. I had to call three times and finally speak to a supervisor just to get service changed from one radio to another. The fact that I had 3 free months completely confused everyone. In fact, one agent told me I had to call back in 3 months. IF there was another company that provided the same service...I would switch in a heartbeat.

    Austin Guy 6/7/14 7:58AM
  • The customer service and stalking practices have to be stopped. I can't believe in this day and age a company can have such terrible customer service. I have been a member for many years now and was only drawn to it for Howard Stern. Even my loyalty to him couldn't keep me as a customer. It's so funny though how they will cut your bill in half when you try and cancel but never once thank their loyal listerners with any type of discount. The only discount I am getting is a full discount as these idiots will never get another penny of mine.

    markus2468 6/6/14 9:05AM
  • One of the worst companies at customer service that I've ever dealt with. They quote one price by phone and bill at a much higher rate. They don't seem to care given all of the similar complaints on this forum. Considering XM radio? My advice is to be afraid. Be very afraid.

    No more 5/13/14 6:10PM
  • I just cancelled my subscription to X-M radio because the price was getting to high. I reaalize that everything goes up but I tried to explain that I have two cars and was paying 54.00 every six months for the last two years. They said that the offer is not available any more and they tried to talk me into a different plan. I kept saying NO until the person said okay the radio will be cancelled for both radios. I wanted to stay but did not feel that the 5 month deal was worth it because with all the other added cost it brought the price up to more then I was paying. Sorry to say you lost a customer as of tomorrow.

    fh619 4/8/14 6:41AM
  • have two vehicles xm radio want to know who authorized removing 40 's on 4 with billy joel I paid for xm radio with ability to get 40's on 4 not billy joel please respond how you can legally do this dr. Samuel Sansone

    Anonymous 3/27/14 4:56PM
  • They charge for annual fee on your credit card without notification. I called to get a price break - and ended up getting less stations. Said they would credit the amount to my credit card, they DID NOT, had to call AGAIN -- there is no accountability with this company. Why? Because they have no competition.

    Anonymous 3/18/14 10:16AM
  • terrible web site - multiple sign-in poits with multiple id's and passwords required - lots of confusion between XM and sirius when you call (2 call centers)...no interest in helping the customer

    Anonymous 3/6/14 9:40AM
  • I am sick and tired or one of someone from another country calling me daily to get my credit card number to renew my subscription, aint gunna happen. I have had the service for 6 years and the reception has done nothing but got worse, so paying what they want for radio I don't think so...

    Anonymous 2/22/14 9:18AM
  • the worst customer service ever! Why am I surprise4d to learn that you owned by Direct TV...LOL

    Anonymous 1/30/14 7:11PM
  • I've had siriusxm for a long time now. I love the sports channels. I recently switched off of my brother's plan to my own because he got a new car and didn't want the radio anymore. so they tried to charge me a reactivation fee to put my radio on a new account - i complained and even though the rep said he couldn't do anything about it, after a quick "chat with his supervisor," the fee was waived. the next day I drove to work and my radio didn't work, it just gave me the channel listing channel. so I called that night and got it started again and I found TWO activation fees on my bill! so I had to call back and even though this new rep said it couldn't be done, I got both fees waived. as a bonus she wanted to send me a free radio (i only have to pay the shipping) that I agreed to. I gave it to a coworker for christmas. Then I see that I was charged an activation fee and a three month subscription for that radio. I asked my coworker if he had activated it, he admitted that he hadn't even installed it yet. so I had to call back and get these charges removed. to do that they wanted to charge a 75 dollar early termination fee. I started getting angry so I was transferred (and I always get transferred and have to explain everything to someone else again and again, I think the call center is in south asia and I have yet to speak to someone who can clearly understand me. there is always a language barrier/problem). and after being told that the early termination can't be waived, it was waived. this is the latest in problems I've had with the customer service, I usually sign up for a year and have a problem every time it's time to renew. but there's nothing I can do about it. I can't get my sports channels any other way. siriusxm is a monopoly sanctioned by the government so I have no other choice. I can't wait for the next problem.

    hospadar 1/27/14 9:46PM
  • I have a TTR1 internet radio that has been working fine until about 4 days ago. I called sirius and they said that they were having a media player problem and that it should be fixed in a few days. I called back yesterday and they said it was fixed however my TTR1 would not connect. I spent an hour on the phone with 2 different supposed technical representatives who walked me through all of the usual steps to try to fix it, including new login passwords, etc. Nothing worked. The final suggestion was to purchase a new radio. Lo and behold, they are out of stock for the TTR1. It seems all to convenient that they were having technical problems and now my radio will not work and I have to buy a new one?

    Anonymous 1/12/14 2:15AM
  • I have tried to cancel my subscription and was transferred 4 times having to repeat each time my entire record and the last person in the cancellation dep't hung up.

    Anonymous 1/9/14 10:55AM
  • I had cancelled my xm radio over a year ago and got a mailing today that said I owed $180.00. Tried to cancel this and resolve the issue. I was on hold for over 30 mins, finally go someone on the phone and got disconnected. Currently on hold again, 30 mins and counting.

    run asian run 1/3/14 12:47PM
  • I am extremely disappointed with XM Radio customer service. These people give you false information and lie. When I purchased my car, it came with 3 month of free service. Before the end of the 3 month period, one of the reps called and offer me 3 month intro plan for $9, which i accepted because it sounded reasonable. When i checked my credit card statement 3 days later, i found out that I was charged $56 dollars. I called XM Radio and rep argued that the deal i am claiming never existed and that I can have a $12 deal, which i reluctantly accepted because rep assured me that my card wouldn't be charged automatically after 3 months. Well, 3 months later, they charged me $56 again, and upon calling, they offered me 6 month plan for $21 , which i accepted (foolish me) as I was starting to enjoy listening to NHL radio. 2 months later, i received an email stating that my subscription is ending in late December, and not in April. Upon further inquiry, i found out that 6 months $21 didn't exist and that I was actually charged $27 for 3 months, which ends in Late December. I am totally fed up with these liars and cheaters and am planning on cancelling my service. I am not going to accept any deal even if it is free. My advice is never use a credit card to pay, it may be better to pay them by money order.

    szane 11/28/13 4:31PM
  • Had Sirius on my previous car, as the lease expired I changed cars to one that had XM. And then the nightmare started.
    Called first to transfer the remaining balance on my Sirius account to my new XM account.... I was told it was done, a month after (after lots of emails and calls asking me to join XM) I call back and find out my balance was never transferred... So I try to talk again to Sirius and it just became painful. After dealing with the rep, I asked him to cancel the account.

    The lady who takes my call to cancel the service after asking reasons runs the numbers and tells me that my unused balance would be refunded... Well, only half of the amount showed on my account.

    I feel like I was cheated by this company.

    Gus 11/15/13 12:30PM
  • Sirius XM has made life for anyone that has billing or customer service issues a misserable existance.

    The true reason behind the lack of service is the wild spending on talent like howard stern and Oprah. While I have been a Stern fan for 20 years, he and Oprahs contracts/stock options make it nearly impossible for the company to spend any decent wages on support except in India.

    bad customer service does not return benifits long term and the second howard stern leaves the air XM will go into receivership and be de listed form the exchange. Oprah cant keep this barge afloat alone.

    Anonymous 11/12/13 8:43AM
  • I can no longer find Leo Laport The Computer Tech Guy on channel 166 since they have changed format. He used to be on Saturday and Sunday afternoons. His own web site still lists Ch 166 which is obviously not correct.

    Do you still carry his progrm and if so where is it?

    Plus later around dinner time, EST, on Saturday on ch 166 there was a scientist with a Japanese name who was also very good. Where can I find him now?

    Al Henryson

    N/A 11/10/13 3:41PM
  • i am totally disgusted and pissed offed at XM radio. The recent removal of many of my favorite channels is the last straw. I called and complained and was told that clear channel radio is responsible for this. I don't care who they want to blame it still sucks. I told them that I wanted to cancel my subscription. After offering some BS channels I will never listen to they finally offered me something I couldn't refuse. 3 months free. yes, 3 months free. So I took the deal and if things don't change I will cancel in 3 months. You can do that too. get your 3 months free and then tell them to kiss you know what. I miss my talk shows, especially coast to coast. Been a subscriber for many years but not for long jersey girl

    jersey girl 11/4/13 7:25PM
  • terrible customer service. the wait time is terrible, they tell you 10 minutes and after 20 your still waiting. I canceled 2 radio subcribtions and they said no problems a month plus later I get a bill, even after they turned the service off. Not I tried to call, hung up after 15 minutes after being told I was 10 minutes out. when on line with a chat, after 10 back and forth, he call his supervisor and he wanted to start all over instead of reading the chats.
    Not having an online ability to cancel subjcribtion is terrible.

    gene 10/26/13 1:35PM
  • I'm frustrated, disappointed and out pissed off that XM radio had decided to remove Talk Radio channel 246 from it programming schedule. All of the programs on Talk Radio were interesting, informative and entertaining. I decided to "chat" with one of your representatives who never answered my question as to why the Talk Radio channel was removed but offered alternatives for me to listen to including a "porn" channel. Now I'm not a prude but for someone to point me to a "porn" channel was in very poor taste. She also pointed me to channel 104 and the Covino & Rich show where every other word out of the hosts is "f" this and "f" that. What kind of programming is XM promoting? She also offered me a Hispanic channel. I am an American and don't listen to Hispanic shows on radio or watch these shows on TV. I kept referring her to the Coast to Coast show on channel 246 and she finally offered an explanation that made no sense at all. I would appreciate the reason XM radio removed the Coast to Coast show as well as all the other shows that were on channel 246.

    Wayne Spaulding 10/19/13 10:54AM
  • Brutally horrible customer service. There is a complete cultural and linguistic disconnect, combined with a heirarchal fear system in place with the poorly paid and trained representatives. Good product, brutal non-service.

    Anonymous 10/19/13 9:44AM
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  • Viewing positive XM Radio customer service ratings
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  • I am disabled. I have your service in all our vehicles. We now have a motor home. I called to get lifetime subscription in there along with all my vehicles. I was told you are not doing lifetime anymore?
    Please reconsider this decision as I am probably one of your best customers and would like to continue that way. I know that it would certainly reverse a lot of the negative comments and feelings. Please let me purchase a lifetime subscription, I am unable to get around much and the radio brings me so much joy. Can't wait to hear from you! Thanks

    mollimom 8/23/13 12:58PM
  • I just called and had a great experience. I was on hold for less than 30 seconds. The contact center sounds like Manila - which i only know because I've been to Manila several time. The accent was light and very pleasant. He took care of my problems in no time.

    r-fig 2/7/13 5:22PM
  • The cancellation number got me to a real person quickly, and she seemed helpful in canceling my account. We'll see in the next few days if it really happened or not. But so far so good.

    none 12/30/12 9:49AM
  • Gee, I just got help from XM and I had no problums with them.

    Jerry 10/29/12 1:25PM
    Official company reply

    Hi Jerry -

    Happy to hear that! If you ever need any assistance, feel free to email us at [email protected] and we'll be happy to reach out.

    Thanks,
    SiriusXM Digital Care Team

    SIRIUS XM Help 10/29/12 1:28PM

  • I added a radio for our RV in the summer. I cancelled it tonight successfully with Alma. It was a positive experience--except--I should have been able to do this online. I was told the reason I couldn't was because it would challenge the bandwidth. Hello! The real reason is XM wants to offer me other services, products... In other words, a sales pitch. Then, when you add how long you have to wait to get a person, it is a negative. Come on XM!

    PaulNolan 8/16/12 7:49PM
  • So far, I have not had a problem. I have paid $14.+ for over a year now with no problem. They take the money out like clockwork. I just called and added a skydock for my Iphone in my truck. $30.+ bucks that had to be paid today, and then $23.+ every month after. The only thing that I will suggest, is that you simply make the customer aware of the three available plans that Siriusxm offers and how it will save more money to go the "1-payment route", but not try so hard and push the "One payment" option. It is better to do this towards the beginning of the year (income tax returns) or holiday (being given as a gift). If a person is already set up on a monthly plan, the odds are that they would like to continue with this same plan. I am a somewhat happy customer and simply just want to stay that way.

    DiamondInTheRaw2 7/31/12 7:53AM
  • I have never had any problems with my radio. I also get the online service, and when I try to log into my account a different persons name and email shows up as the account holder. I called today to cancel my subscription because it has become too expensive (114 for 6 months) and money is tight.

    I am sooo glad I didn't have all the problems with customer service that the other reviewers did. I started today by googling a number to call. First # was 888-635-5142 and I was on hold for 36 mins then gave up. Checked for another number and actually read a number from a negative review on here and called 866-635-4070. I took the phone into the kitchen to make lunch (expecting a long hold time) however, my call was answered almost immediately by a representative named Rax. Though foreign, she spoke perfect English. I spoke with her for a few mins, explained about the incorrect online log in and that I wanted to cancel. She asked me for my username and password so she could log into my account and I refused. I told her I just want to cancel and she transferred me to the dept to cancel my subscription.

    Once transferred I spoke with Jenna. This representative was very polite, helpful and expedient. My total call took 20 mins including the time I spoke with the first person. I explained all the same issues with Jenna and she offered me a year at half price ($94.43). I love my Sirius radio so I agreed to the offer. Then she canceled my internet radio to help reduce my bill, placed me on invoice and removed the automatic billing, and reset my username and password so I could register online. I am completely pleased and satisfied with my service today. I thanked Jenna and comment on how happy I was that she was so helpful, especially since I had read so many reviews. She told me they have been listening to the reviews and trying to correct the problem by hiring more people.

    SGunn 7/28/12 12:34PM
  • Just called to cancel my subscription due to selling a car, buying a new one already loaded with XM/Sirius and had no problems. Phone call took about 5 minutes and now a check is "in the mail". So far, so good.

    Anonymous 7/26/12 1:41PM
  • It took me about 5 minutes on hold so not bad. I was ending a 6 month subscription which I only paid $25.00 for, also - not bad. We just didn't listen enough. The only complaint is the lady (who spoke perfect English)offered me about 7 things before she finally cancelled. This was kind of annoying and I just kept cutting her off with a polite, "no thank you". I am sure I will get some more offers in the mail but I can throw them away like all the other crap I get. It does suck and is a little ridiculous in this day in age that you can't just do this on their website. Usually a telling sign that a company is struggling and feels the need to make you call in to BEG you to stay with a bunch of offers.

    steelpen 6/12/12 3:07PM
  • After reading all the comments here I was not looking forward to cancelling my subscription on my old vehicle and transferring to my new one. However, when I called I did not have any wait time on the phone. It was immediately answered by a very nice and professional young lady who was by all accounts an American who spoke perfect english, promptly answered my questions, and switched my service. No problems at all. I'm happy, their happy and the whole world is smiling.......

    Happy 5/29/12 5:53AM
  • I have been an XM customer since 2004, at times carrying as many as 5 radios on my account. I recently traded in my minivan for a car, and I was slightly annoyed to discover a radio change over could not be done online.

    I called last night at 9 pm CST, and the automated machine estimated a wait time of 5 minutes. Twenty minutes later, I was connected with a very pleasant young lady. We had an issue or two communicating due to her heavy accent, but she was kind, patient, and not pushy at all. We had my radios swapped and all the details complete in less time than I was on hold. I know customer service depends all on the representative, and after reading the stories from other posters, I will count myself in a lucky minority.

    Luckie 5/18/12 10:40AM
  • Just called the 800-998-7900 number to cancel my XM service. I held for less than 1 minute and then spoke to Marie who spoke perfect English. I had my service cancelled in 3 minutes. I made sure to record the conversation on my voice recorder and also let Marie know that my next call was to my credit card company's fraud dept. to let them know that we had agreed to discontinue service. After speaking with my credit card company, they now know that any XM charges from this point forward are unauthorized by me.
    If XM tries to charge my account, etc., I will re-post! Good luck to everyone else!!

    Anonymous 5/2/12 11:39AM
  • I'm sorry so many of you have had a bad experience with XM. I bought a new car 2 years ago and let my free trial run out. They did incessantly contact me to renew, but the offers were so good it was hard to refuse. After a year, the cost did increase. Eventually, I decided to cancel (Most of the time I end up listening to my ipod.), but when I did they offered me an excellent 6-month deal. Each successive time I've called to cancel (once the price goes back up), they are able to give me a similar break. As long as they do this, I have no problem. I suppose if you don't want the hassle of having to call and deal with customer service every few months, it's better just to avoid them though.

    anonymous 4/26/12 10:10AM
  • Other than being on hold for 15 minutes the two ladies I spoke with were very helpful.

    Anonymous 4/10/12 7:36AM
  • I had a fairly compicated issue and received prompt and very polite service. Issue was dealt with no problem. I'd give them a 10 out of 10.

    Trajan 3/21/12 12:41PM
  • After reading all of the complaints of the customer service I was a bit worried about my upcoming cancellation of the service. I called the customer service number expecting a long wait but immediately got a customer service representative that was very pleasant, accomadating and spoke very good english (he was canadian). I was so impressed that I extended my service another 5 months for a very reasonable rate.

    Anonymous 3/7/12 2:48PM
  • I was getting ready to order this service but after reading over 120 bad reviews consecutivly I opted not to do so. Instead I wired a 3.5mm cable into your shi--y xm lines and now have aux in my SS. Thanx for suckin balls.

    REDi 2/18/12 9:45AM
  • excellent service switching from one radio to another. immediate pickup by representative. took 15 min because I had to go out tjo my car to get my radio no. even corrected a vin no that was recorded incorrectly by the license bureau. called at 10 pm friday noght

    satisfied well 12/2/11 8:25PM
  • Called to cancell subscription, less than 30 second wait time, very courteous representative. Thank you.

    Anonymous 12/2/11 6:57AM
  • Other than the ridiculous wait time on hold and the internal structure, the customer service is ok. They are nice and helpful. I don't agree with the way they do things overall, they do not have an efficient system to take care of issues. A lot of bureaucracy, like the Government. I hope to see another company emerge to compete so they have to change.

    jessica 11/7/11 8:17AM
  • Changed service from one Tahoe to another. Had a little trouble understanding the lady I talked to, had to have her repeat and speek up but otherwise, I have three XM radios and have good service, have good quoperation when I contact customer service. If I had to complain, I get too many emails fron XM.

    Anonymous 10/27/11 5:52AM
  • Sounds like I'm the only one having a great time with their service:
    I bought my car new in 2004, paid for two years and haven't had to pay since. I haven't paid since 2004 and I still get all the channels.. Woo Hoo

    Anonymous 10/10/11 3:07PM
  • Just cancelled an unused radio. Called the number listed here. 2 minutes to navigate the voice phone tree. Live rep was immediately available. Cancelled the radio with no muss no fuss. Easy Easy.

    Anonymous 9/17/11 12:34PM
  • I would like to compliment one of you customer representatives--after spending about 4 hours trying to re-activate my radio signal and getting nowhere, I got "Annie" on the phone--she was most helpful and called me back on my cel phone so I could be in my car while she activated my signal.

    She was most helpful and considerate to a frustrated consumer.

    Kudos to "Annie"

    Anonymous 8/25/11 1:33PM
  • After years of non use, I cancelled my subscription today and received excellent service and corteous treatment from a rep named Daniel! I was given options to renew and was treated nicely when I declined. It was an excellent experience that took a total of 10 minutes.

    Anonymous 8/19/11 5:24AM
  • Submit your comment >>
  • I currently work in the customer satisfaction department (aka as the 'cancelation' department) for SiriusXM. I would personally suggest to be transferred to csat whether you want to cancel or not. So you save yourself the time and frustration. As for promotions, those constantly change. First of all, DO NOT call and ask for a promotion. The answer will ALWAYS be NO. Sadly, you have to threaten to cancel your subscription unless you could get a better rate. It's considered a retention department and our job is to save you as a subscriber. The SELECT promos are currently:
    Year for $95 plus fees & taxes
    Year for $86 plus fees & taxes (if there's no tax in your state, the total is $96.75)
    Six months half off $43.47 plus fees & taxes (again, if there is no tax in your state, the total is $48.90)
    Five months for $24.99 (if there's no tax in your state, $28.11)
    We No longer offer the 6 for $25, so please don't waste your time insisting on the extra month. At that point, we just think you're cheap and will just cancel your subscription because we cannot set up the 6 for $25 and we need to move on to the next customer. Plain and simple. Keep in mind ALL SERVICES AUTOMATICALLY RENEW UNLESS YOU CALL IN TO CANCEL. You are NOT required to leave a credit/debit card on file, UNLESS you have a refund being issued. Then you must leave it on file for 3-5 business days otherwise your refund will be delayed. However, Your other option is INVOICE billing. Which means you receive an invoice in the mail NOT email. You can remove your card and have refund sent in the form of a check which takes 7-10 business days to be issued. There is a $2 invoice administration fee added to each bill except where prohibited. Such as NY. There is no $2 invoice fee there. If you have a LIFETIME plan which was purchased AFTER September of 2007 and you purchased it on a vehicle (OEM meaning its not portable or aftermarket) , all you have to say is that your vehicle was TOTALED and we will transfer it for $75!I hope this helps for next time you call in if there's a next time. Maybe you'll get lucky and reach the Iowa center and get me =) I may even throw in some free SXIR if you're nice. Have a great day!

    Anonymous 3/9/13 9:05AM

  • I work for a company that is outsourced by sxm to do their customer service. I recently got 3 calls about the activaton fees charged for no reason. They were right I brought it to the attention if my managers so far no one seemed to Care sxm has 22milliom subscribers so if they hit just a fraction of accounts with that fee it would add up to alot more than the $9/hr I get paid. I bet most people won't notice.

    Anonymous call center worker 12/13/12 5:17PM

  • im currently working as csr for this company and i apologize for any bad experiences that u encountered dealing with siriusxm.

    1st and foremost rudeness of a csr towards the customer is unforgivable with the company and our calls are being monitored by the quality team to make sure the we provide excellent customer service to our clients. rest assured we are polite to our customers even you are irate and frustrated. keep that in mind we are here to help :)

    i would just like to inform you that siriusxm subscription automatically renew and bill on a recurring basis until you call us in to cancel... we inform our customers about this policy in several ways via our website under the customer agreement page and invoices

    if your card is on file with us and you subscribe on a annual service, we provide notification via email address 45 days from the date of the renewal and we always ask for verbal authorization if we can keep the card on file for automatic payment so kindly listen to our verbatim every time u process a payment.

    if you dont want to put the card on file, we can process one-time payment so we can remove the card on file to avoid recurring charges on your cc and we can send you billing statement everytime your account renews.

    regarding the cancellation, if your subscription already renewed and you wish to cancel the subscription, we only CHARGE you for the used time of the service.

    and for the promo the u have for half off price a year or $25 for 6 months, those promo is a one time courtesy promo and we usually advice the customer that once promo ends it will go back to our regular rate which u can check in our website.

    so im really sorry to those who were not informed by the csr regarding the policy that we have. lets just move forward and smile :)

    MeetTheRobinsons 8/21/12 7:03PM

  • for the past year I've worked for an outsourcing company , and I just wanted to apologize for the bad customer service, it's not right what they do to customers at all. Here are some tips so you don't get screwed over or have to deal with customer service.

    1. Make sure you actively listen, if you don't that's usually when problems occur.

    2. ALL PLANS AUTOMATICALLY RENEW, if you don't want it to make sure you ask for them to set a future deactivation date.

    3. I honestly suggest getting "invoiced" instead of using a credit or debit card, if you use a cc or a dc and don't want to be automatically charged...say "process this a one time cc or dc payment," that guarantees that your card won't be kept on file.

    4. Make sure you ask the rep. to give you your radio id number and account number, if you forget to, you can find your radio id number on channel zero.


    5. IF YOU WANT TO CANCEL THE ACCOUNT KINDLY SAY TO THE LISTENER'S CARE REP. " I DON'T WANT TO BE TRANSFER! JUST CANCEL MY ACCOUNT, AND THE SUPERVISOR WILL CANCEL IT IMMEDIATELY...."


    6. If you want an awesome deal here they are...

    1 yr at 95 dollars, with fees and taxes it will come out to be 85.32

    1 YR HALF OFF

    5 mo at 24.99, with fees and taxes it will come out to be 29.99



    However the prices could be more due to you local City, State, and County Tax....Also make sure you tell them to waive the 15 dollar reactivation fee.



    I hope my tips are useful and I look forward to speaking with you,
    Sincerely Paul Bird

    ANONYMOUS 6/20/12 11:24PM

  • I work for siriusxm radio . Service and billing department , well i understand how could be the customer frustrated from a bad experience he had before . but common give the new guy a chance . be nice with him , showing him/her hell it's not gonna solve the problem agents are ppl who also have feelings . if your being nice he will do his best to help you , coz it feels real good if make a customer happy .another thing some customer are kinda racist , wanted to speak some one in america , even some times i fix every thing for him or her and he is satisfied the customer says i just want to speak to an american . and also think that agent has limited authority , he isn't a magician or the siriusxm corp manager . so if the agent telling you i need to transfer you to another department to cancel , please be on the line until you get to the cancellation coz that's the right procedure and he doesn't have the option to cancel ,also agents has nothing to do with prices and they can go against the policy . some times what the customer asking for might get the agent fired . so you are talking about in order for you to save some money for a service get another one fired from his job coz he is cheating the policy or the system . be reasonable and remember "don't shoot the messenger"

    anonymous 3/26/12 11:17PM

  • Hi every one, I am one of Siriusxm customer care reps. after I have read the the reviews of customers and how upset they are with the issues they had with the the company or the reps, I felt very sorry, If this is how it is I would fell the same if I were in there shoe, and actually some of the comments are totally right, but some others are a bit unrealistic, because some times customers get confused between a complemintary prommotion they get 1 time only and a regular rate thinking that they are beeing over charged however the prices are right there on the web site, and beside that one more issue we experience on daily basis is that customer misunderstand the policy thinking if they let their subscription expire by not paying the bill or even without to call to cancel that will be it, actually the service never get canceled unless it is done verbally over the phone following the proper procedures just like any other subscription commitment. So what I realy recommend you to do to avoid any issue like that is to listen actively to what the rep says and get the bottom of it, also siriusxm generate an online account center for every subscriber, make sure to check on it on monthly basis to make sure that every think is going the way you want it to be, some times I get calls like that, "Hi I am xxx, cancel my service, OK, cancel my service, I don't want you guys any more, and don't call me, did you hear that, don't call me, bye, tchik" you know what? nothing happens, late fee applies, balance goes where it should go, just because people are pactient enough to do it right. Even in every single call representatives ask customers to go to www.siriusxm.com to read the customer agreement, which explains ever important term, but guess what? very few who read it. I think it is a matter of understanding.

    Mack 3/7/12 4:00PM

  • First off let me say I work in the sales department in a call center in Virginia one of 3 in the united states. First off I will say that we do worry a lot about sales (which upsets a lot of customers) however this problem would totally be avoided by a customer taking 3 seconds to make sure there calling the right department. Also people complaining about :they never told me it didn't auto renew i want my money back" is bull crap... Every call we have is graded strictly.. believe me you guess fussed at for 8 seconds of dead airtime. reach-ability for the customer is great. its most the time instant. although people complain about it being forever. and the reason everyone complains about not getting a supervisor to the phone is just because they will not come to the phone for a stupid reason.. they do have a job to do.

    xm woo 12/12/11 7:59PM

  • My name is Paul B. for the past year I've worked for an outsourcing company in NW Iowa that sells XM, and I just wanted to apologize for the bad customer service, it's not right what they do to customers at all. Here are some tips so you don't get screwed over or have to deal with customer service.

    1. Make sure you actively listen, if you don't that's usually when problems occur.

    2. ALL PLANS AUTOMATICALLY RENEW, if you don't want it to make sure you ask for them to set a future deactivation date.

    3. I honestly suggest getting "invoiced" instead of using a credit or debit card, if you use a cc or a dc and don't want to be automatically charged...say "process this a one time cc or dc payment," that guarantees that your card won't be kept on file.

    4. Make sure you ask the rep. to give you your radio id number and account number, if you forget to, you can find your radio id number on channel zero.

    5. If you want an awesome deal here they are...

    1 yr at 77 dollars, with fees and taxes it will come out to be 85.32

    5 mo at 24.99, with fees and taxes it will come out to be 27.69

    3 mo at 12.95, with fees and taxes it will come out to be 14.35

    However the prices could be more due to you local City, State, and County Tax....Also make sure you tell them to waive the 15 dollar reactivation fee.



    I hope my tips are useful and I look forward to speaking with you,
    Sincerely Paul Bird




    PaulB 8/10/11 9:21PM

  • I work for a call center in NJ that does the renewals for SiriusXM and I hear these same complaints all day long. We do not work for SiriusXm but are employees of DialAmerica(Telemarketing co.) in Mahwah, NJ so complaints about the rep that sold you service are pointless if you call SiriusXM corporate offices. They are pointless if you call DialAmerica because the life span of reps is about 2 months. They hire 10 to 20 new reps every week, mostly 18 to 25 year olds.
    Listen carefully to what the Representative is telling you in the disclosures, do not rush off the phone. When you pay by credit card or invoice you are read an authorization to charge your card now and on a recurring basis, you are giving verbal permission to charge your debit/credit card for auto-renewal. Your call is recorded and if you dispute the charge this transcript is sent to your card company as proof of authorization.
    You are told that the plan will renew at the same term at then current rates meaning that if you renewed for a one year promo for 77.00 plus taxes and fees you will be auto-renewed for 1 year at the full rate of 155.00/year plus taxes and fees.
    Make sure you have all the ESN's or radio ID"S of every receiver you have now or have owned in the past to make sure that old radios are closed and no longer being billed.
    Choose invoice billing and suck up the $2.00 administration fee it will save you heartache in the future. I am always amazed how people will choose to put a debit card on their account because the do not want to pay the 2.00 fee. Yes you will be auto renewed on invoice billing but at least if you forget to cancel your Credit Card/Debit card is not charged. If you cancel your service on invoice billing after the renewal date you will be responsible for the prorated amount due at the time of cancellation.
    We tell you to go online and read the customer agreement, READ IT! The terms and conditions are spelled out to you.
    The Reps and Supervisors have no authority to offer you deals beyond the promos SiriusXM have authorized for you and we can not cancel accounts or issue refunds.
    Every time you lease or buy a new car with a free SiriusXm trial you end up with a new account and unfortunately Car Dealers do not send complete info( missing correctly spelled client names, make and/or model of car etc)making it difficult to determine what car you may be calling about.*see keeping record of all ESN's above

    AtomicDog 8/2/11 7:16AM

  • Hi everyone, as a current person working at SiriusXM in the cancellation department, I will say that I now understand who people truly are in just a 5 minute call. Put it to you this way, if your mom, grandmother, or boss were to listen to your call would you be pleased with hearing what you said to the representative? No, you would probably be fired. Personally, I agree with a lot of you that you would rather listen to the FM radio.

    Also, understand that we have to make offers. We can get a "performance improvement notice" or terminated. The turnover is so high. I'm surprised were still in business. The business model is old as well.

    Plus, I agree with what everyone else has had to say...read your terms and conditions. We say to you over the phone and we do have every call recorded when we say, "Your subscription is governed by the SiriusXM customer agreement which you can find on our website. Please be sure to read it." It's 14 pages I believe. It's not a novel or anything. I think the language is pretty clear as well. Also please take an extra look at part F section 2...Yeah, exactly. That should solve a couple of calls.

    I'm just glad I'm only doing this for the summer. I've truly learned I need to finish my degree this year so I never have to work in a place like this again.

    None 7/12/11 11:54AM

  • i know we are not americans but we can speak better ENGLISH dont you know that we are always here to help you out.. resolve your issues.. dont you know that we work here at 11pm until morning??

    do you think we work here just to cheat and get charge your credit cards?

    first of we always remind you people about the terms and condition before putting your credit card on file ..

    we even ask for your authorization before charging your credit card..

    you must understand people that we alway millions of calls every day , and after you hung up another customer called in just to say profanity or whatever.

    happy07 3/25/11 3:21AM

  • I Work at an XM call center for billing. And yes we do have to transfer you to another department if you are canceling, and it's their job to try and keep you as a customer. The only reason hold times are so long is because we have MILLIONS of ppl calling all the time and it's not like we can sit there and get to every person right when they call in. We don't have that much man power. My call center is suppose to have 255 ppl in it. We probably don't have 100. You can't yell, cuss, or get fustrated with us when we say we can't do something. If we aren't allowed, we aren't going to. Because we are graded on calls and we will get in trouble for doing things. So you need to think about how hard we have it as a rep versus what you think. You need to see what its like before you go around saying things like that. And yes there are alot of us who don't do our job, but it's because of the customers.

    PxJx 10/23/10 10:06AM

  • Former employee of XM Radio's Tips:

    1) DO read the TERMS AND CONDITIONS. When you get XM Radio the T&C is sent to you by mail or email. It is in a welcome packet that most people throw away because they think it is junk mail. IT IS NOT. If you lost your copy, go to the XM website to read it there. I know a lot of complaints are valid but about 90% of my day was people screaming at me about the autorenewal and how I charged their card without their permission. IT'S ALL IN THE T&C. And when you give XM your card number to add it to you account, there is a statement read to you that goes something like: "you will continue to be charged on a regular basis depending on your plan... do you allow XM to charge your card?" Many people do not pay attention to this stuff and say "yes" without thinking. Saying "yes" to that statement with the same statement on the T&C you got sent to you leaves you s**t out of luck. All calls are recorded. Nobody can beat XM Radio because of this, this is they have the T&C and bigwig lawyers.

    2) GETTING BILLED BY INVOICE DOES NOT MEAN YOU WON'T GET AUTORENEWED. It's in the same T&C, and a statement about invoice that sounds the same as the CC one is read to you by phone. You will still get autorenewed, even if it comes by paper.

    3) MAKE SURE YOU ARE IN THE CANCELLATIONS LINE AND TALKING TO SOMEONE IN CANCELLATIONS IF YOU WANT TO CANCEL. Telling one of the people who call you at home trying to get you on a promo offer or collections people that you "won't renew" will get you nowhere. YOU HAVE TO CALL IN AND GET IN TOUCH WITH CANCELLATIONS!

    4) YOU MUST CALL TO CANCEL AND YOU MUST STAY ON THE LINE UNTIL THEY ARE FINSIHED CANCELLING THE RADIO AND CONFIRM THIS WITH YOU. If you get to a cancel person, say "cancel my radio" and hang-up, nothing will be done. STAY ON THE LINE AND GET A CONFIRMATION NUMBER, the person's first name, location, and any refund amount or final bill amount. This will protect you if there are any discrepancies.

    5) ANY PROMO RATES YOU GET ALL ROLL OVER ONTO THE REGULAR PRICE. Once again, there is a statement read to you that you agree to explaining this.

    6) BE A RESPONSIBLE CONSUMER AND CHECK YOUR CREDIT, DEBIT, BANK STATEMENTS, AND BILLS WEEKLY. I have taken too many calls about people saying they haven't had or used the radio for 3 years and have just noticed XM has been billing them since--but you never cancelled it, you thought it just "ran out". You will not get your money back, the T&C is in effect.

    7) STAY CALM. Even though it can be understandable that one is upset about unexpected charges or bills, if you scream at the person you are talking to or call them names they not only will be less than willing to try and either explain the issue or resolve it, they will probably hang up on you because people are told they do not have to allow personal abuse or attacks from people. You would not like anyone calling you stupid, a b*tch, etc. when you are trying to help them.

    Good luck.

    anon 6/8/10 3:01PM

  • Hey everyone I am a former employee of XM and I would hear complaints like yours everyday... promises of call backs, refunds, messed up billing... you name it Iíve heard it.
    I've realized a few truths about xm...
    1) The center in the Philippines/India is horrible beyond words. If you've spoken to them chances are you've been charged for something you just didnít want. The reason is that ALL of xms csrs work on commission.
    When I first started working at XM a supervisor said to me "I know you thought you were here for customer service but you're actually here for sales". I never understood what he meant until a month into the job, there is immense pressure in the call centers to sell as much as you can to subscribers, whether itís an unwanted radio or 3yr subscription... our jobs are to convince you that you want it. The more you sell the more money you make.
    Alot of times I notice India will charge radios to subscribers credit cards because they're desperate for sales... At one point for each radio sold at xm one would get $5 commission, now itís down to $1, so the workers especially in India are desperate now more than ever to SELL!!
    Trust me I know this because I would spend alot of time cleaning up the mess they'd make.
    If you want your billing issue addressed by someone in India promise them that you'll buy 2 radios when they have it dealt with... you're issue will be cleared up in a jiffy! If they realise you're not going to purchase something from them they'll either leave your account the way it is, transfer you to another person or just leave you on hold until you hang up.
    2) Nothing is ever confirmed with xm... no receipt, no confirmation of anything... its all verbal. Because of that itís hard to prove anything at all. Iíd advise everyone to just suck up the invoice fee and have a bill mailed to them
    3) The person you talk to today more than likely wonít be there tomorrow. Taking someoneís Name and id # makes no difference because they fire/hire employees so much that you referring to something that "Alex" who is employee "#00008" told you, means nothing to anyone there.
    4) Threatening to sue xm or report xm to the BBB if your issue isnít dealt with means nothing to someone in Philippines or any of the representatives there. You're probably the 18th person to say that in the last 3 hours.
    5) As for supervisors - The reason it is almost impossible to get a sup is because they are almost impossible to find. They're always busy and many of them get annoyed when you as a csr ask them for assistance and tend to brush you off because they have 56 other csrs asking them for assistance. Alot of times we will just tell our supervisors the situation and they will tell us what to do. So talking to a supervisor is almost redundant because you will get the same solution the rep gave you.
    If Xm has your money, good luck. Theyíre protected by so much legal mumbo jumbo crap that they have their bases covered.
    OH! Im pretty sure the corporate offices donít even exist!! An email does no good either because youíll just get a long letter which just asks you to call the CSRs so they can try to sell you something else!

    The Ghost 3/13/10 11:00PM

  • AND AFTER YOU HAVE CALLED 1800-XMRADIO TO GET THAT CHEASPER RATE. DON'T PAY FULL PRICE THEY WILL GIVE YOU TGHE 1YR FOR 62.16 IF THEY SAY THEY CAN HANG UP AND SPEAK TO SOMONE ELSE AND THEY WILL I GUARANTEE THIS. ALSO XM WILL LIE ABOUT YOUR BILLING MOST OF THE CUSTUMER SERVICE DON'T KNOW WHAT THEY ARE TALKING ABOUT. GO TO WWW.RESULTSUNIVERSITYONLINE.COM.
    THAT IS A COACHING TOOL WE USED. JUST LOOK AQT IT.

    CHRIS28645 8/30/09 8:40PM

  • Listen I worked for xm radio center in duffield VA until they closed it down on aug,17 to take overseas. let me tel you about how they work with billing and etc. let the truth come out a bit. When you speak to someone in the states you usually get satisfied but thats hard to do anymore i think theres 1 center in usa now. they sell radio to anyone and don't care if it'll work they make $5 for each radio they sell. also the billing system they use is messed up it;ll over bill easy. always check your bill and make sure. they have terms and conditions so itl be hard to sue so always read that 1st. check everything xm will screw you over. AND DON'T GIVE THELM A CREDIT CARD NO MATTER WHAT THEY HAVE TO GIVE YOU SERVICE EVEN WITHOUT IT. and if you waqnt a better rate tell thelm you want to cancell and they sent you to retention and offer you a good deal tell thelm you want 1 yr for 62.16

    chris28645 8/30/09 8:29PM



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