I am posting my story here because people in this forum probably understand how I feel. Sorry this is so long.
I had been an XM subscriber for over 10 years. I started out with an XM Commander and later bought a series of Chevrolets and Cadillacs with built in XM. I never had any problems and thought the service was a good value until the merger. Since then, it has been a constant battle. Until recently, I had 3 radios on my account, all in GM cars.
I will not waste time telling all the problems I had the last 2 times I traded a vehicle with XM and wanted to transfer the paid for time on the old radio to the new one. I assume I am not the first person to ever trade in a car with XM on another car with XM, but SiriusXM service acts like it.
A few months after the last trade-in ordeal, I got a letter from XM saying one of my radios was about to expire and I needed to renew. I thought that was wrong as I knew each radio had 3 - 6 months left. I went online to my account where all 3 radios had previously been listed. I was surprised to see that now only 1 radio was listed, the one in my wife’s car. The radio in my car and the one in my daughter’s were now under separate accounts. I had to set up new log-in ID’s and passwords for each radio. I also discovered that I had not been given credit for the paid up time remaining on the last vehicle I had traded in, despite assurances I received at the time. That is why that account was expiring before it should have.
There was no way to fix any of this online, so I called SiriusXM. I held for at least 20 minutes until someone finally spoke to me. I explained the problem and was told I needed another department and was put on hold again. This time the connection was lost and I had to call back. Same result. I gave up and tried again the next day. I was hung up on again. Finally, I decided not to worry about the early expiration and forget about the several months I had paid for on the old account. I just wanted to get all the radios on one account and then renew on a “family plan” adding the additional radios at the discount rate. The person who finally answered my next call said he could take care of that. He then cancelled all my accounts and combined all three radios on one account. Sounded fine, except he then announced that he needed my credit card so he could charge me for new service on all 3 radios. I said each radio had some additional time on it and I should only be charged for one radio at this time (the one they had cheated me out of the transferred time.) He said when they combined the accounts, the old accounts were cancelled and I could not keep the time that remained on those accounts. I said that could not be correct and told him to put everything back the way it was if he could not fix it. He said he could not do that either. I asked to speak to a supervisor. He put me on hold and a few minutes later the line went dead. I tried to call back and held for 20 minutes and gave up. When I got in my car later, XM was off. My wife and daughter reported the same.
That night I sent a long and detailed emails to Sirius XM customer service trying to straighten the mess out and posted a similar message on my account page. The only replies I ever got back were canned responses saying I had a problem which could not be fixed except by my calling again. My reply was that they could call me if they wanted to keep me as a customer, but that I had already wasted several hours on the phone (mostly on hold) and I would never call again.
A couple of days later, I got a call from SiriusXM. I mistakenly thought he was calling to straighten out the problem. However, he was just calling to try to talk me out of “cancelling my account” and knew nothing about what had happened or the emails I had sent. I explained that I had not wanted to cancel my account, and wanted to renew on a family plan, etc. He said he couldn’t take care of that but that he was sure I could speak with someone who would fix it if I would just call SiriusXM again. I told him I would never call SiriusXM again. They could call me if they wanted me to renew. He said he would have someone call.
That was almost a month ago. I have never heard back from SiriusXM. I get letters almost every day inviting me to renew, but my entire family has learned that we do not need XM. My daughter listens exclusively to her iPod. I listen to sports talk AM and FM and internet radio through my iPhone. My wife listens to FM and says she doesn’t miss XM at all.
SiriusXM’s terrible customer service cost them a 10 year, 3 radio subscriber. They owe me money for the time that was left on the accounts they cancelled, but I no longer care. I just never want to have to deal with them again and will warn everyone I know to stay away from SiriusXM.