For God’s sake, don’t let your children subscribe to Sirius/XM.
Since May 4, when Sirius rearranged all its channel numbers, my radio has been badly confused. If I punch in station 23, it goes to the station that’s currently 23 for a while, then jumps to the station that used to be 23, etc. And certain stations, which according to the Sirius website are part of my standard package, are completely inaccessible.
Given my past experience with XM customer service, I knew this was not going to be an easy fix, so I’ve been putting off making the call. Today I had some spare time. Sure enough, I’ve spent over TWO HOURS on the phone with these people being alternately put on hold, lied to, put on hold, lied to some more, and put on hold again.
They claim the missing channels are missing because they’re “premium” channels not included in my package. Except that their website clearly identifies these channels as standard channels that *are* part of my package. They tell me that they’re instituting a fix at their end which requires me to leave my radio on for fifteen minutes before it takes effect; this gives them a convenient excuse to hang up and not be there fifteen minutes down the line when nothing has changed. When I complain about how long I’ve been on hold (the automated system always says the wait time is “about eight minutes” before stranding you for half an hour), they give me a direct number to call to bypass the queue. I call that number and am told that no, this number is only for radios installed on airlines or boats. I complain that I’ve just waited twenty minutes to get this message. They give me a *different* number to call, promising me that there is currently no wait at that number. Thirty five minutes later, I’m still waiting.
Ah, but what about just using the form on their web site? Well, you see, that form will not allow me to submit a query unless I give it the serial number of my radio — a serial number that it insists is wrong, even though I have *copied and pasted* it from the “My Account” section of their own damned website. Therefore my query cannot be submitted.
No useful contact by phone, no possible contact whatsoever by web. No email address provided. No way to get help, no way to demand a refund. Let me stress that: Unless I am willing to wait another 40 minutes or so on hold, there is no way even to *request* a refund, not that I believe these evil bastards would grant one in any event.
So. What’s *your* worst customer service story?