|
Note: This is a Text only archive. Go directly to the real forum.
My experience with Sirius Customer Service
- Click HERE to go to the original thread with graphics
banner
| My experience with Sirius Customer Service
- Click HERE to go to the original thread with graphics
|
| TripleDigitRide |
My 10 month old Sportster Replay has worked great until a few days ago. I have 2 docking stations (1 in my work truck and 1 in my personal truck) that I use with 1 reciever.
A few days ago I took the reciever (that was working fine) out of my personal truck, and put it into my work truck. it worked great all day. As I was leaving work, I placed the reciever onto the docking station in my personal truck, but all I could get was "Acquiring Signal'. I messed with it for a few minutes, but I couldn't figure out what the problem was.
Yesterday, I called Sirius Customer Service hoping they could help me figure out the issue. The guy walks me though the trouble shooting process, but in the end, he determined the issue was the antenna. Then he tells me to buy a new antenna from my local Best Buy or Circuit City and call them back with the total. He said they would deduct the total from my future bills.
Today, I did exactly what he said. I went to Circuit City, bought the new antenna, and called them with the total (about $40). Guess what? There was a record of my call the night before, but no mention of the fact that he told me they'd reimburse in any way. Instead, I had to call the Warranty Department. I did just that. I was expecting them to tell me that they would send me a new antenna, and that I'd probably have to send them the old one. No problem, right? Well, it didn't quite work out that way.
I was givin 2 options.
Option #1 - I could send them my entire old system, and wait 2-3 weeks for the new one. Of course, I have to pay for shipping. I always love that about warranty issues.
Option #2 - I give them my credit card information, and they will send an entire new system right away. I could expect it to show up within 7-10 days. Then I have to package the entire old system, and ship it back to them. Assuming I have the old system to them within 30 days, I will not be billed for anything. Again, I have to pay the shipping charges.
I went with option #2. The issue I have is, why in the hell wouldn't they simply send me a new antenna? Seems to me it would be so much cheaper and much easier on me.
When installing my Sportster Replay, I didn't just throw it in my truck with wires hanging everywhere. I removed part of the dashboard and several other interior parts so I could hide all possible wires. This process took me quite some time. Now I have to do it all over again so I can take it out, and again to reinstall the new system.
I'm gonna have to think about this a while, but I think I'm just going to take the new reciever, antenna and remote. I'm not gonna fool with the docking station.
All in all, it's probably not the wosrt warranty experience I've ever had, but I think it could have been a bit more simplified. |
|
|
| VacateTheWord |
Hope it all works out.
Yeah, Sirius customer service, like most customer service departments, is disconnected (one department doesn't know what the other is doing) and confusing.
If you run into more trouble, tell them you are not satisfied and you want to cancel. I think you'll see that they'll work a lot harder to get your problem resolved.
I had Directtv years ago and was having trouble with the dish that was under warranty. After getting the runaround for a few days I was so frustrated that I told them I was going to cancel and didn't care what I signed. I was transferred to a manager who sent someone out and I had a new dish the next day. It pays to threaten to cease being a customer. |
|
|
| MJacobs |
| my experience with their billing department has been a year long problem after i purchased a gift subscription for my parents. They screwed up my renewal, they screwed up my parents renewal, it was a complete mess. One person would give me advice and then the next would say you can't do that, and I am not sure why they told me that. They suck! If it wasn't for Howard and Bubba, i would drop the service. |
|
|
| Chris3mes1 |
I went with option 2 when my Starmate 4 crapped out, the wait for the new radio sucked, and paying for shipping for my old radio also sucked, but I was happy to get the new radio.
When my antennas break i just usually buy a new one, plus they add up every time I buy a extra docking station or radio. so I now I have plenty of back-up antennas. |
|
|
| kingjetorl |
| I am going through the same process right now. I do not have a receipt and was not asked if I had one. am I gonna have a problem by not having a receipt? They are sending me a new radio. I gave them my credit card info, so it will be faster to get radio. Also do they send out refurbed or are they new? |
|
|
| TripleDigitRide |
Quote: Originally posted by kingjetorl
I am going through the same process right now. I do not have a receipt and was not asked if I had one. am I gonna have a problem by not having a receipt? They are sending me a new radio. I gave them my credit card info, so it will be faster to get radio. Also do they send out refurbed or are they new? |
You will not need your receipt. They have all the needed info in their comupter system.
They send refurbished units. I'm not sure how old your current reciever is, but the one they are sending you will have the weaker FM transmitter.
The newer ones will no longer transmit on many of the FM channels as they are with the older models. The reciever wasn't the issue, so I just kept the old reciever and took what I needed from the box of goodies. |
|
|
| Chris3mes1 |
Quote: Originally posted by TripleDigitRide
You will not need your receipt. They have all the needed info in their comupter system.
They send refurbished units. I'm not sure how old your current reciever is, but the one they are sending you will have the weaker FM transmitter.
The newer ones will no longer transmit on many of the FM channels as they are with the older models. The reciever wasn't the issue, so I just kept the old reciever and took what I needed from the box of goodies. |
FM transmitters are a thing of the past, I have mine with direct connect, the quality is amazing
http://www.tss-radio.com/cars-exter...45_256_258.html |
|
|
|
|
|
