Can someone give me an email address to someone that can help me resolve a sirius customer service issue.
I apologize in advance for the long post, but I'm still steaming..
I've been a Sirius customer for 3+ years and I'm maxed out with 4 receivers on my account. 3 weeks ago my wife got a new car, so I bought her a new Starmate 4 from Crutchfield to replace the Sportster receiver she had in her old car. I installed the new radio and called Sirius to swap out the subscription from the old receiver to the new one....then later that day I was driving my truck and the sirius receiver connected through my Kenwood headunit stopped playing and kept scrolling a message to call Sirius to subscribe. I thought it was too much of a coincidence that my radio went out the same day I swapped out another receiver, so I called Sirius tech support. All they could do was resend the activation signal, which did nothing.
I suffered through the week listening to terrestrial radio and on Saturday I pulled apart my truck to trouble shoot the install and make sure everything was still connected properly. I even hooked up a different antenna and DIN cable, but it still didn't work. As a last resort, I called Sirius tech support, again, to have them double check that they didn't mess up the original receiver swap. They ensured me they didn't and tried resending the activation signal again. By the end of the call I was convinced either my receiver or my head unit had gone bad, both were almost 4 years old. The Sirius tech support guy came to the same conclusion and suggested I buy a new radio.
It took me awhile to decide whether or not to buy a replacement car only kenwood receiver or to buy a new plug and play. I liked controlling my radio through the head unit, but I wasn't sure which component was the problem, so I decided to buy a plug and play. I spent a couple weeks trying to find a good deal on Ebay and I finally got a brand new, still in the box, sportster 4 for $84 including shipping. My sportster 4 came yesterday and I called Sirius to swap out my broken Kenwood for the new one. Later that day my wife called and said her new Starmate 4 just went dead.
Too much of a coincidence, again, right? I called tech support immediately and explained everything to him. He agreed something seemed strange, so he proceeded to go through each of the 4 radios on my account and we were swapping back and forth and resending activation signals. He was finally able to determine that the wrong receivers had been switched out, not once, but twice. An error that was 100% their fault which caused me to go out and spend $84 on a new receiver because I thought my old one was broken. I told the tech support guy I wanted Sirius to give me a credit on my account. He said he could only give me a refund if I bought the radio through them and it was under warranty. He then asked if I could take the radio back and I explained that I bought it on Ebay and this wasn't possible. I asked to speak to a supervisor because I understood that this CSR didn't have the authority to give me a credit. I thought I had a pretty rock solid case, but the CSR floor supervisor was extremely rude and unprofessional from the first point. I wasn't screaming or acting unreasonable, I was just trying to explain my case. He said that I didn't buy it from them so all he could give me was $25.90 (2 months service credit) and if I had bought it from a legitimate source I could return it directly to them. Last time I checked Ebay processed billions of dollars in sales, which I think anyone would consider a legitimate source. I asked to speak to someone higher than him, but he said he was the most senior person at that site, so I asked to be transferred to a more senior person at another site. He said he couldn't do that, but suggested I hang up and try calling again and maybe I'd get connected to one of the other sites...Unacceptable I told him.
He said the radio wasn't under warranty so there was nothing he could do. I argued it wasn't a warranty situation, but a customer service situation. He explained they had procedures and this wasn't in their procedure, so he couldn't do it. I told him he could do anything he just wouldn't do it and that I'm sure it's also not in their procedures to disconnect the wrong receiver twice and fail to solve the problem on two separate calls.
He wasn't budging and I was burning cell phone minutes, so I hung up. I apologize again for the long post, but I'm still steaming. I've brought a lot of business to Sirius over the years through word of mouth and actually buying radios for family members and if I wasn't so addicted, I'd cancel my service right now.
Any suggestions?
I apologize in advance for the long post, but I'm still steaming..
I've been a Sirius customer for 3+ years and I'm maxed out with 4 receivers on my account. 3 weeks ago my wife got a new car, so I bought her a new Starmate 4 from Crutchfield to replace the Sportster receiver she had in her old car. I installed the new radio and called Sirius to swap out the subscription from the old receiver to the new one....then later that day I was driving my truck and the sirius receiver connected through my Kenwood headunit stopped playing and kept scrolling a message to call Sirius to subscribe. I thought it was too much of a coincidence that my radio went out the same day I swapped out another receiver, so I called Sirius tech support. All they could do was resend the activation signal, which did nothing.
I suffered through the week listening to terrestrial radio and on Saturday I pulled apart my truck to trouble shoot the install and make sure everything was still connected properly. I even hooked up a different antenna and DIN cable, but it still didn't work. As a last resort, I called Sirius tech support, again, to have them double check that they didn't mess up the original receiver swap. They ensured me they didn't and tried resending the activation signal again. By the end of the call I was convinced either my receiver or my head unit had gone bad, both were almost 4 years old. The Sirius tech support guy came to the same conclusion and suggested I buy a new radio.
It took me awhile to decide whether or not to buy a replacement car only kenwood receiver or to buy a new plug and play. I liked controlling my radio through the head unit, but I wasn't sure which component was the problem, so I decided to buy a plug and play. I spent a couple weeks trying to find a good deal on Ebay and I finally got a brand new, still in the box, sportster 4 for $84 including shipping. My sportster 4 came yesterday and I called Sirius to swap out my broken Kenwood for the new one. Later that day my wife called and said her new Starmate 4 just went dead.
Too much of a coincidence, again, right? I called tech support immediately and explained everything to him. He agreed something seemed strange, so he proceeded to go through each of the 4 radios on my account and we were swapping back and forth and resending activation signals. He was finally able to determine that the wrong receivers had been switched out, not once, but twice. An error that was 100% their fault which caused me to go out and spend $84 on a new receiver because I thought my old one was broken. I told the tech support guy I wanted Sirius to give me a credit on my account. He said he could only give me a refund if I bought the radio through them and it was under warranty. He then asked if I could take the radio back and I explained that I bought it on Ebay and this wasn't possible. I asked to speak to a supervisor because I understood that this CSR didn't have the authority to give me a credit. I thought I had a pretty rock solid case, but the CSR floor supervisor was extremely rude and unprofessional from the first point. I wasn't screaming or acting unreasonable, I was just trying to explain my case. He said that I didn't buy it from them so all he could give me was $25.90 (2 months service credit) and if I had bought it from a legitimate source I could return it directly to them. Last time I checked Ebay processed billions of dollars in sales, which I think anyone would consider a legitimate source. I asked to speak to someone higher than him, but he said he was the most senior person at that site, so I asked to be transferred to a more senior person at another site. He said he couldn't do that, but suggested I hang up and try calling again and maybe I'd get connected to one of the other sites...Unacceptable I told him.
He said the radio wasn't under warranty so there was nothing he could do. I argued it wasn't a warranty situation, but a customer service situation. He explained they had procedures and this wasn't in their procedure, so he couldn't do it. I told him he could do anything he just wouldn't do it and that I'm sure it's also not in their procedures to disconnect the wrong receiver twice and fail to solve the problem on two separate calls.
He wasn't budging and I was burning cell phone minutes, so I hung up. I apologize again for the long post, but I'm still steaming. I've brought a lot of business to Sirius over the years through word of mouth and actually buying radios for family members and if I wasn't so addicted, I'd cancel my service right now.
Any suggestions?
to Satguys 
