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Sirius Customer Service- Anyone ever have any luck?
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| Sirius Customer Service- Anyone ever have any luck?
- Click HERE to go to the original thread with graphics
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| therocknrollguy |
My Starmate has been acting up for a few weeks now (the power adapter seems loose...I can't keep the thing on for more than a few minutes). Every time I hit a bump, it shuts off and on. In the past two weeks, I haven't been able to use the Starmate (which makes for a shitty commute to work in the car).
I have been trying to get in touch with the Sirius Claims Department for 2 weeks now...I have been on hold for more than an hour at a time, and it tries the patience.
Anyone have any luck getting in touch with them? I've sent a few emails through the Sirius website, and I have not been contacted (which I understand...that takes time).
Before everyone tells me to stop bitching, I just wanted to see if anyone has had any luck contacting them, and if I should just wait it out. I haven't been able to listen in basically 3.5 weeks, and that sucks.
I'm still under warranty, which is good. But I just want the fucking thing to work! |
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| letsrollyo |
| Just buy new I have been through 3 car units in 2 years |
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| primeguy31 |
Quote: Originally posted by therocknrollguy
My Starmate has been acting up for a few weeks now (the power adapter seems loose...I can't keep the thing on for more than a few minutes). Every time I hit a bump, it shuts off and on. In the past two weeks, I haven't been able to use the Starmate (which makes for a shitty commute to work in the car).
I have been trying to get in touch with the Sirius Claims Department for 2 weeks now...I have been on hold for more than an hour at a time, and it tries the patience.
Anyone have any luck getting in touch with them? I've sent a few emails through the Sirius website, and I have not been contacted (which I understand...that takes time).
Before everyone tells me to stop bitching, I just wanted to see if anyone has had any luck contacting them, and if I should just wait it out. I haven't been able to listen in basically 3.5 weeks, and that sucks.
I'm still under warranty, which is good. But I just want the fucking thing to work! |
took me 6 weeks to get my sportster-replay replaced...hang in there... |
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| primeguy31 |
| i was lucky tho--my s/r would would if i could keep it cool enuff, but on rainy days when i had to keep the truck windows closed, i was S.O.L. |
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| Brentallica |
Quote: Originally posted by therocknrollguy
My Starmate has been acting up for a few weeks now (the power adapter seems loose...I can't keep the thing on for more than a few minutes). Every time I hit a bump, it shuts off and on. In the past two weeks, I haven't been able to use the Starmate (which makes for a shitty commute to work in the car).
I have been trying to get in touch with the Sirius Claims Department for 2 weeks now...I have been on hold for more than an hour at a time, and it tries the patience.
Anyone have any luck getting in touch with them? I've sent a few emails through the Sirius website, and I have not been contacted (which I understand...that takes time).
Before everyone tells me to stop bitching, I just wanted to see if anyone has had any luck contacting them, and if I should just wait it out. I haven't been able to listen in basically 3.5 weeks, and that sucks.
I'm still under warranty, which is good. But I just want the fucking thing to work! |
Happened to my buddy's starmate too. Same exact thing. Go to radio shack, pick up a new one for $11 and be done w/it. Those power adapters for that unit suck ass. I know they're warrantied, but I tried the same thing you did as a favor to him and hit the same snags. They told me to return it to the store where I got it, which I did, and they told me that unit was no longer made. Called the manufacturer, same thing. The $11 at Radio Shack was the best solution, wish I would've done that from the start. |
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| flowerfeeder |
SIRIUS has the worst possible customer service. the WORST in the world.
Waiting 6 weeks for a subscription service receiver is unacceptable in every way. Just plain mindnumbingly retarded.
As fucked as it seems, just buy a new one. |
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| therocknrollguy |
So you guys think that it's the power cord and not the Starmate unit itself? I'll try that out, but I've checked Best Buy and Radio Shack and they don't sell the power cord thing individually. I'll keep looking. I sure as shit don't want to wait 6 weeks for a new radio, especially when I'm already paying for a service I haven't been able to use.
I'll try one more time to call them and I'll sit on hold as long as I can take it, but I will look pretty hard for a new power cord.
Thanks. |
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| LIFAN12 |
Sirius is not a manufacturer of radios, they are only a vendor.
Do you call Wal-mart when your Sony TV goes on the blink?
No . . you call Sony.
Sirius can only help you subscribe to their service and process their rebates. They only handle warranty claims because most people don't keep their warranty papers. |
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| therocknrollguy |
| I know that. I have my warranty papers. If there is a problem with your radio, Sirius Customer Service directs you to their Claims Department. |
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| flowerfeeder |
Quote: Originally posted by LIFAN12
Sirius is not a manufacturer of radios, they are only a vendor.
Do you call Wal-mart when your Sony TV goes on the blink?
No . . you call Sony.
Sirius can only help you subscribe to their service and process their rebates. They only handle warranty claims because most people don't keep their warranty papers. |
What do you do when your cable box goes out? |
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| xtxguyx |
i've had my starmate 9 months and not had a problem with it
<knock wood>
If I did have a problem judging by what I've seen written here about trying to get a radio replaced under warranty I'd just go out and get another new one. They're not very expensive and I don't need the aggravation of dealing with customer service. |
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| therocknrollguy |
Quote: Originally posted by xtxguyx
i've had my starmate 9 months and not had a problem with it
<knock wood>
If I did have a problem judging by what I've seen written here about trying to get a radio replaced under warranty I'd just go out and get another new one. They're not very expensive and I don't need the aggravation of dealing with customer service. |
I think I agree with you...that's probably the route I'll go. |
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| GravitaZ |
| Sirius was real courteous with me, i called and said that my antenna wasn't working right, they said just send it back with a letter about whats wrong so they could test it. I did and they sent me a brand new unit no problem. |
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| coreyf23 |
| Might be a stupid question, but I am going to upgrade units too....do they charge you to switch radios, or is the $75 fee just for the lifetime subscriber dealio? |
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| LIFAN12 |
Quote: Originally posted by flowerfeeder
What do you do when your cable box goes out? |
If I rent it from the cable company, I call them.
If I bought it, I call the manufacturer.
I had to replace my AC adapter for my Xact XTR1. I replaced one during warranty, after calling Xact and mailing it to them.
When I decided to buy a spare AC adapter and an extra Power Pod, I went to the Xact website, found the part numbers, and Googled the part numbers. Found them on eBay and Amazon, I did.
The only time I ever called Sirius was to activate my first unit, and follow-up on my rebates. |
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| xxvillainxx |
| sirius doesn't give a shit now that they have your money. they'll just tell you to buy a new unit. of course, that's after being on hold for 2 hours. fucking cunts. |
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| primeguy31 |
Quote: Originally posted by coreyf23
Might be a stupid question, but I am going to upgrade units too....do they charge you to switch radios, or is the $75 fee just for the lifetime subscriber dealio? |
i think its a $15 transfer fee |
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| ilovesavanna |
| i called recently and told the guy my online stream wasn't working........he asked me what the website stream.com told me to do........i told him there was no site, he said he had no idea what i was talking about...........so i went on to explain that i was having trouble hearing the show, etc. over the internet and he said "you can listen over the internet?" |
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| primeguy31 |
Quote: Originally posted by xtxguyx
i've had my starmate 9 months and not had a problem with it
<knock wood>
If I did have a problem judging by what I've seen written here about trying to get a radio replaced under warranty I'd just go out and get another new one. They're not very expensive and I don't need the aggravation of dealing with customer service. |
my s/r was $150 when i bought it, now seeing on sale for around $100 (when the stores can actually get ahold of some)...
im not payin that much when im still under warranty...sure, it took 6wks for the replacement to get here, but i got it free... |
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| primeguy31 |
Quote: Originally posted by ilovesavanna
i called recently and told the guy my online stream wasn't working........he asked me what the website stream.com told me to do........i told him there was no site, he said he had no idea what i was talking about...........so i went on to explain that i was having trouble hearing the show, etc. over the internet and he said "you can listen over the internet?" |
wow, you serious? thats bad... |
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| dcjispimp |
| Buy more than one Starmate unit. I have three. One for two of my cars and one that stays in my home all the time. This way you avoid plugging and unplugging the units when you're taking them back and forth. Its just like anything else and will break if under constant abuse. |
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| LIFAN12 |
Quote: Originally posted by primeguy31
i think its a $15 transfer fee |
I don't think they charge to transfer a regular subscription to a newer unit, especially it you do it over the Internet.
They just charge to transfer a lifetime sub ($75) and to activate a unit by telephone. |
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| primeguy31 |
Quote: Originally posted by dcjispimp
Buy more than one Starmate unit. I have three. One for two of my cars and one that stays in my home all the time. This way you avoid plugging and unplugging the units when you're taking them back and forth. Its just like anything else and will break if under constant abuse. |
my s/r used to overheat...i guess whatever takes the signal from the antenna and turns it into the broadcast signal was getting fried...if i kept a fan on it or the wing-window open so air was constantly hitting it, it would work, otherwise, it got too hot and couldnt pull in a signal... |
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| GravitaZ |
Quote: Originally posted by ilovesavanna
i called recently and told the guy my online stream wasn't working........he asked me what the website stream.com told me to do........i told him there was no site, he said he had no idea what i was talking about...........so i went on to explain that i was having trouble hearing the show, etc. over the internet and he said "you can listen over the internet?" |
:lol: must be a rigorous hiring process for tech support |
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| primeguy31 |
Quote: Originally posted by LIFAN12
I don't think they charge to transfer a regular subscription to a newer unit, especially it you do it over the Internet.
They just charge to transfer a lifetime sub ($75) and to activate a unit by telephone. |
they didnt charge me in the warranty deal, but i think if you just wanted to change to a different unit they do charge 15 each time...or you can pay the 75 and not worry about it again. |
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| ilovesavanna |
Quote: Originally posted by primeguy31
wow, you serious? thats bad... |
true story! and he kept putting me on hold, i assume to ask questions |
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| RezDawg |
| Their customer service is awful. I am still waiting for my replacement S-50, and its going on like 2 months. I get the occasional e-mail from them apologizing for the wait and they keep informing me I am not meing billed for these days without my replacement, BUT I got a letter from the company telling me I had to pay another $153.00 for my service. This is the second dispute over service with these people, the first one came after my first year was up and they were billing me like $290 some dollars for my next years service, when I called and questioned it, they worked it all out and said I would only have to pay $93.00 and my next year would be all paid up, so I paid it. Then I got this bill for the 153, and I called back and they said, "Well you only paid for 8 months..." and we went back and forth for about 45 minutes about how their people told me I was good for a year, but she said, well thats our fault but you still have to pay this. I will pay it, but am serioulsy pissed because I don't evne have service and I am still getting billed for it. Sorry just had to vent... |
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| Brentallica |
Quote: Originally posted by therocknrollguy
So you guys think that it's the power cord and not the Starmate unit itself? I'll try that out, but I've checked Best Buy and Radio Shack and they don't sell the power cord thing individually. I'll keep looking. I sure as shit don't want to wait 6 weeks for a new radio, especially when I'm already paying for a service I haven't been able to use.
I'll try one more time to call them and I'll sit on hold as long as I can take it, but I will look pretty hard for a new power cord.
Thanks. |
Radio Shack will have a power cord for the Starmate dude. Just take the unit in and they'll set you up. (I don't work for Radio Shack). |
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| Hey Now MoFo |
| I have been waiting for over 4 weeks for my Sportster Replay, and not to mention when you finally get someone on the phone you can't here them. Fuckers. |
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| mddog |
| I am really surprised about all of this bitching at customer service. First of all, a lot of costumer services are shitty. Second, i had some problems with my sirius receiver and online streaming. i got right through each time (about 5 minutes of holding time) and was helped by experienced friendly representatives (WHO ACTUALLY SPOKE ENGLISH for a change.) My experience with cust. service has been excellent and i am surprised to read these posts. |
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| jon01 |
do the radioshack shaft. buy a new one, swap out the receiver only, return the old receiver. looks like a brand new unit. radioshack has a 30 day guarantee or something. Unethical, but dealing w/ Sirius sucks sometimes.
- Jon |
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| thoroldjames |
| their service sucks ass,good thing for them the product is so bloody good(with or w/o Howard) |
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| Hey Now MoFo |
Quote: Originally posted by mddog
I am really surprised about all of this bitching at customer service. First of all, a lot of costumer services are shitty. Second, i had some problems with my sirius receiver and online streaming. i got right through each time (about 5 minutes of holding time) and was helped by experienced friendly representatives (WHO ACTUALLY SPOKE ENGLISH for a change.) My experience with cust. service has been excellent and i am surprised to read these posts. |
Hi Mel |
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| ruggertheretard |
I had the exact same issue with the same unit (I posted about it months ago). I called mid august and (after an hour on hold) was told that the units were out of stock and I would recieve a replacement in ten days. They told me to expect an email (which I never received). Three weeks later I called back, after 45 minutes on hold, they told me they had no record of my original conversation. At that point they told me my claim was filed and that a new unit would be mailed to me. I called three weeks ago and (after an hour on hold) was told that I would recieve a unit within 10 days. It came yesterday. They're customer service blows. Its bull shit to let them off teh hook. The warranty is issued by Sirius not the unit maker. I would have loved to just buy a new unit but I don't have that kind of money laying around.
I know sports fans in the Stern universe are few and far between but Peter King writes a feature for SI.com called Monday Morning QB. Its the best insider NFL stuff on the web. He often goes off on tangents. A couple weeks ago he wrote the following:
"I ordered a Sirius desktop radio a couple of weeks ago. Had to call to check on the delivery status Thursday. I was put on hold to wait for the next Sirius attendant, so I put my phone on speaker. My phone has a digital time readout, as most do.
When the Sirius person picked up, the timer read 16:55. A long time to be on hold, certainly, but now we'd find out where the radio was, at least.
"Sir, I'll have to transfer you to the department that can help you,'' Ms. Sirius said.
Grrrrr.
On hold again. When the second Ms. Sirius picked up, the time read 1:01:06. I'd been on hold for the proper person for 61 minutes.
Not a good way to run a business, Sirius. Aren't you making millions off Howard Stern? Can't you add a couple more operators?"
http://sportsillustrated.cnn.com/20.../09/mmqb/2.html
With the relationship with the NFL, maybe his beef will get attention. |
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| Thadaeus |
Quote: Originally posted by therocknrollguy
My Starmate has been acting up for a few weeks now (the power adapter seems loose...I can't keep the thing on for more than a few minutes). Every time I hit a bump, it shuts off and on. In the past two weeks, I haven't been able to use the Starmate (which makes for a shitty commute to work in the car).
I have been trying to get in touch with the Sirius Claims Department for 2 weeks now...I have been on hold for more than an hour at a time, and it tries the patience.
Anyone have any luck getting in touch with them? I've sent a few emails through the Sirius website, and I have not been contacted (which I understand...that takes time).
Before everyone tells me to stop bitching, I just wanted to see if anyone has had any luck contacting them, and if I should just wait it out. I haven't been able to listen in basically 3.5 weeks, and that sucks.
I'm still under warranty, which is good. But I just want the fucking thing to work! |
agree: sirius customer service sucks cock |
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| Thadaeus |
Quote: Originally posted by Thadaeus
agree: sirius customer service sucks cock |
i take that back...i really wouldn't know if they suck or not, cuz I never get thru to a real person..all i get is automated recording and music :mad: |
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| Sal's a Homo |
Quote: Originally posted by Thadaeus
agree: sirius customer service sucks cock |
:D Ha, you would know. ;) |
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| flonsta |
| They take fucking goddamm forever just to put an actual person on the line when you call them. |
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| danalange |
| They fucked up my friend's billing and have cut her service off three times in the last two months even though her payments have been made. every time she calls they tell her that it's fixed. the last time she called they told her that they will give her three months free service. |
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| WillowGlen |
I guess im lucky. Ive never had a problem with them. But ive only needed to call them a few times and one of the times was pre Howard.
If you guys are still having equipment issues in your car quit buying all the add on crap units like the Starmate and the Sportster that never seem to mount in the car correctly and shake themselves to death going down the highway. Buy a Kenwood Sirius ready receiver and never worry about it again.
Buying audio visual equipment is like buying tools. If you buy cheap you get cheap. Buy the best up front and cry only once. |
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| VagitarianMike |
| The only time I had to deal with them was when I had problems with getting my rebate. At first I tried the contractor that processes the rebates and they told me to try Sirius. I called them and after about 10 minutes on hold, I spoke to someone that sounded like they were American. I explained the problem (copy of the ESN had a 5 that looked like a 6) and they credited my account. My 1st year sub ended 2 weeks ago, so I guess I got my rebate finally. |
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| JPL108@S50 |
ok try this one,,,,,,,well my car kit for my s50 is not working to good so i call up the tech support and could not get thru for 2 days so I call up the main number and go thru my story and he tells me if I buy a new car kit right now he will pay for half of it and now my battery is not lasting 5 hours its \only going 3 hours so he gives me a 50 dollar credit,,,so final price for a new car kit is 106 dollars but gave me a 110 credit,,,,so I got a new car kit but they paid me 4 bucks to get it.....
not bad huh |
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| mr_cazorp |
| I dunno. I called to activate a new radio and find out my online streaming password...talked to a human who helped me out promptly and competently. Then again that was about four million new subscribers ago, so maybe they're a little swamped now. |
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| pattyofagan |
| I just got my sportsman replay and the fm transmitter works like shit. my cheapy exact unit worked fine..but no worries rather then fussing with Siius i just bought the hard wire for it...hope that works |
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| dark1313star |
Quote: Originally posted by pattyofagan
I just got my sportsman replay and the fm transmitter works like shit. my cheapy exact unit worked fine |
i heard that they've weakened the FM transmitter, i guess so that it's harder for freeloaders to tune in
usually when i call customer service, the call gets disconnected when transferring from the initial waiting on hold to a human, or when a human tells you to please hold for a moment... if you're lucky enuf to not get cut off, they look up a stupid answer unrelated to your problem
i know the power connection is a widespread problem, at least with the starmate... as far as people know, is it always the cord? or sometimes the connection on the unit?
i ride a motorcycle all summer so my radio has been sitting at work and stays powered alright when it's stationary... i need to fix the problem now that winter's coming :grrr: |
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| dark1313star |
ok, my opinion of sirius cust svc just marginally improved... they just sent this response to my email about reception problems:
"Thank you for contacting SIRIUS. We appreciate the time taken to
contact us regarding your unit saying "acquiring signal." We are here
to assist you.
It sounds like you may need a new antenna. Great News! We have
credited your account $20.00 for the antenna. The $20.00 will stay on
the account to go towards your subscription."
:tu: |
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| Pussah2 |
| they take 2 weeks to get back to you |
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| clevelandgirl |
For the last 3 or 4 months I get an email saying that my account is past due.
I have them automatically withdraw from my account and for some reason it's not doing it. Every month I call and they say they've corrected the problem but it keeps happening.
Is it better to just pay for a year at a time? I'm afraid they'll mess that up and still say my account is past due. |
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| Monstblitz |
| On hold with them right now. Going on half an hour. Sportster car antennaes are pieces of shit. I |
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| RezDawg |
Quote: Originally posted by clevelandgirl
For the last 3 or 4 months I get an email saying that my account is past due.
I have them automatically withdraw from my account and for some reason it's not doing it. Every month I call and they say they've corrected the problem but it keeps happening.
Is it better to just pay for a year at a time? I'm afraid they'll mess that up and still say my account is past due. |
I pay mine by the year, and no it does not help. If you look back at my previous post you will see what I am talking about(its on page 2 of this thread). |
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| mattp818 |
| Last year when i bought my radio, i had it two weeks and the suction cup fell off the window and snapped the male end of the power cord, sent it to Brix Lab in Cali who makes the reciever... sent me out a brand new one...... i found out later that the unit heats up and shuts down after an hour....sent it back ... they gave me credit and i got a replay.. i also found abase for the unit that goes in the cupholder instead of the suction cup... |
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| Monstblitz |
| Still on hold. |
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| bossofbam |
| This weekend, my sportster replay suddenly stopped finding the antenna and I couldn't get a signal. I was on hold with Sirius for an hour this morning and finally I got through. They said they will send me a new car dock but if I don;t send the oldone back, they will charge me $130. They said it will be here in 7-10 business days. lets see if that is true... |
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| 15fuckartie51 |
They Fucking Blow!!!!!!!!!!!!!!!!!!!!!!!!!!!
A total disgrace and no way to run a business.
Anyone have Mel's email address? |
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| Driver1866 |
Quote: Originally posted by coreyf23
Might be a stupid question, but I am going to upgrade units too....do they charge you to switch radios, or is the $75 fee just for the lifetime subscriber dealio? |
No Charge for equipment changes, just make sure the radio is on and you have your new ESN# handy, be sure to ask for a US Customer service rep when they pick up.
I have changed equipment several times over the years I have been on Sirius, the only time my account gets messed up is when I am talking to a guy in Canada or the Dominican Republic ect.
Trust me when I tell you, the overseas call centers can't even get a bill in the mail to you on time and right and your account will most likley be messed up by contracted morons overseas.
This is something I have learned as a customer now for over 4 years on annual plans.
TIPS: Call durring normal U.S.A. East coast biz hours.
ALWAYS ASK WHERE THE REP IS AND MAKE SURE YOU GET A U.S. REP New Jersy Reps are the best!
ALWAYS and I mean ALWAYS ask the Name of whom you spoke to and keep notes as to date time ect....
Have Them Enter FULL notes into your account file and make them give you a readback and note this yourself.
Sounds like alot, but they mess up my annual plan billing EVERY YEAR because I pay by check.
I don't know if they want me to cough up the credit card or what, but I Pay by check so I get messed with.
These are the methods I use to get them to fix my problems, hope it helps someone by easing their CSR Pain. |
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| Froggy |
Quote: Originally posted by GravitaZ
Sirius was real courteous with me, i called and said that my antenna wasn't working right, they said just send it back with a letter about whats wrong so they could test it. I did and they sent me a brand new unit no problem. |
They were real courteous with me as well last week when all three of my radios displayed Acquiring Signal for 7 straight days. Even my Stiletto saw no signal while I was outside (the WiFi connection worked fine) with that geeky and painful antenna-headphone set.
First each support person repeatedly resent the authorization signal to each of my radios, but since I was not receiving sound on any channel (even on #184 which does not require authorization) there was no way I could receive the authorization signal. Unfortunately this logic was beyond the support people (all of them).
Each support person then insisted that my antenna was at fault, even though I explained (many, many times) that each radio had it's own antenna. I even went so far as to purchase replacement antennas at CircuitCity to prove that the issue was with their terrestrial repeaters and not my radios.
Finally I managed to get past the initial service people and talk to a supervisor who admitted that they had been having issues with their signals in my area all week, that their support people were not appropriately informed about the issues, and that the problem would be resolved by Tuesday (which they were). I returned the new antennas; all three radios work fine now, with their original antennas.
So much for courteous support people - give me a rude and crude technical manager who actually knows what he's talking about every time, and keep the courteous support people working the sales counters at Macy's where they can do only limited damage. |
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