Friday, June 9, 2006
Sirius warranty service sucks!
I am generally not a patient person (just ask my wife); however, I feel I have been more than patient with Sirius and their warranty department.
Exactly two months ago today, my Sanyo Sirius radio died. So I shipped the radio back and they received it on April 19th (I used delivery confirmation).
When I called to check on it the first time, I was told it would be 2-4 weeks from the date they received it. So I said, "Two to four weeks from April 19th?" Oh, no no no. It would 2-4 weeks from April 28th. When I questioned that date, I was told that was when they received the radio.
Well, guess what? Almost two months after they received my defective radio, Sirius STILL can't tell me if a replacement has shipped. THEY JUST DON'T KNOW! How can this be? How can they have a computerized warranty tracking system with fancy claim numbers and not be able to tell me the status of my claim?
And to make matters worse, each rep I speak to seems to have no knowledge of what the previous rep claimed would happen. Here is a breakdown of the past 3 calls:
May 31st
Spoke to Kurt who sounded just like Brad Pitt playing Floyd in "True Romance" (which I considered a good thing). He was very understanding and said that I would receive a Sportster Replay and Home Kit instead of the crappier Sanyo that died. He said this was because they had taken so long to get my radio back. I was happy and eagerly awaited my new radio.
June 5th
Spoke to Jesse who questioned everything that Kurt told me. She said they definitely would not be sending me a Sportster Replay and Home Kit. She even questioned whether they would send me a home kit at all (even though I returned mine to them as instructed). When I reminded her that the home kit is included with the Sanyo, she said that that would be what I was getting.
She claimed that she spoke to her supervisor and her supervisor would make sure that my radio went out on June 6th.
June 9th
Called back to get my tracking number and I spoke to Rachel. She seemed to have no information on her "screen" about anything I had discussed with Kurt or Jesse.
So, like Jesse, she put me on hold for a while (although she popped in half a dozen times to tell me she was working on it). When she returned, you wanna guess what she said? First, she said that tracking numbers can take a couple of days to show up in the system (sounds like they think my item shipped, doesn't it?). Then, she said that she spoke to her supervisor and her supervisor would make sure that my radio was shipped out ASAP. Huh? Are we just waiting for a tracking number or waiting for it to ship?
As I am writing this post, I am getting more and more irritated. I am actually going to go call this mysterious supervisor and see what is going on. Stay tuned...
UPDATE:
I called back and spoke to "Tonya" (I don't want to use the real name because I am going to use a quote from her later). She said that my radio had definitely not shipped. She also said that my claimed appeared to have only been open this morning. Nice! When I mentioned that the last two reps had already sent my info to their supervisor, she said "the more times it goes to my supervisor, the better chance you have of getting it shipped... you know what I mean?" I didn't know what to say. I actually wanted to ask for the supervisor's address so I could maybe send over a bottle of wine or some flowers to better my chances of getting noticed.
I am supposed to call back on Tuesday to get my tracking number.
UPDATE #2: June 14, 2006
After months of waiting, I got a replacement radio. Guess what? It was DOA. It worked for about 30 minutes (long enough for me to reactivate my service) and then it died. Also, they didn't send me a new unit. They sent me a refurb unit that was thrown in a box with some packing peanuts. Classy!
After calling CS, I was told that no radios were in stock and I would have to wait until they received more before I could get one.
UPDATE #3: September 23, 2006
Finally got an e-mail from Sirius saying that a replacement radio was available. I'm too fed up with them to even bother shipping the old one back. I'm done with Sirius. They have great programming; however, they treat their customers like crap. Good riddance!
I am generally not a patient person (just ask my wife); however, I feel I have been more than patient with Sirius and their warranty department.
Exactly two months ago today, my Sanyo Sirius radio died. So I shipped the radio back and they received it on April 19th (I used delivery confirmation).
When I called to check on it the first time, I was told it would be 2-4 weeks from the date they received it. So I said, "Two to four weeks from April 19th?" Oh, no no no. It would 2-4 weeks from April 28th. When I questioned that date, I was told that was when they received the radio.
Well, guess what? Almost two months after they received my defective radio, Sirius STILL can't tell me if a replacement has shipped. THEY JUST DON'T KNOW! How can this be? How can they have a computerized warranty tracking system with fancy claim numbers and not be able to tell me the status of my claim?
And to make matters worse, each rep I speak to seems to have no knowledge of what the previous rep claimed would happen. Here is a breakdown of the past 3 calls:
May 31st
Spoke to Kurt who sounded just like Brad Pitt playing Floyd in "True Romance" (which I considered a good thing). He was very understanding and said that I would receive a Sportster Replay and Home Kit instead of the crappier Sanyo that died. He said this was because they had taken so long to get my radio back. I was happy and eagerly awaited my new radio.
June 5th
Spoke to Jesse who questioned everything that Kurt told me. She said they definitely would not be sending me a Sportster Replay and Home Kit. She even questioned whether they would send me a home kit at all (even though I returned mine to them as instructed). When I reminded her that the home kit is included with the Sanyo, she said that that would be what I was getting.
She claimed that she spoke to her supervisor and her supervisor would make sure that my radio went out on June 6th.
June 9th
Called back to get my tracking number and I spoke to Rachel. She seemed to have no information on her "screen" about anything I had discussed with Kurt or Jesse.
So, like Jesse, she put me on hold for a while (although she popped in half a dozen times to tell me she was working on it). When she returned, you wanna guess what she said? First, she said that tracking numbers can take a couple of days to show up in the system (sounds like they think my item shipped, doesn't it?). Then, she said that she spoke to her supervisor and her supervisor would make sure that my radio was shipped out ASAP. Huh? Are we just waiting for a tracking number or waiting for it to ship?
As I am writing this post, I am getting more and more irritated. I am actually going to go call this mysterious supervisor and see what is going on. Stay tuned...
UPDATE:
I called back and spoke to "Tonya" (I don't want to use the real name because I am going to use a quote from her later). She said that my radio had definitely not shipped. She also said that my claimed appeared to have only been open this morning. Nice! When I mentioned that the last two reps had already sent my info to their supervisor, she said "the more times it goes to my supervisor, the better chance you have of getting it shipped... you know what I mean?" I didn't know what to say. I actually wanted to ask for the supervisor's address so I could maybe send over a bottle of wine or some flowers to better my chances of getting noticed.
I am supposed to call back on Tuesday to get my tracking number.
UPDATE #2: June 14, 2006
After months of waiting, I got a replacement radio. Guess what? It was DOA. It worked for about 30 minutes (long enough for me to reactivate my service) and then it died. Also, they didn't send me a new unit. They sent me a refurb unit that was thrown in a box with some packing peanuts. Classy!
After calling CS, I was told that no radios were in stock and I would have to wait until they received more before I could get one.
UPDATE #3: September 23, 2006
Finally got an e-mail from Sirius saying that a replacement radio was available. I'm too fed up with them to even bother shipping the old one back. I'm done with Sirius. They have great programming; however, they treat their customers like crap. Good riddance!
¶ 9:59 AM 
Comments:
I just finished talking to Rian from Sirus who assure me that my radio will be shiped ASAP and I should get it withing 2 weeks. He took my credit card # and told me that I need to send defective radio back within 30 days or my cc will be charged. I have been trying to get new radio from the SiRUS since June'06. My fist radio that i purchased in December'05 stoped working in June'06. I have called Sirrus warranty multiple times to replaced my radio. Each time I was told that the radio will be shiped soon.I am yet to get my radio.
posted by 
basia : 2:20 PM
basia : 2:20 PM My Sirius Starmate went out three weeks ago. I called to get a replacement radio. After waiting on hold forever, they told me it would be shipped within 48 hours. I just got it today and it was not shipped for two weeks.
But guess what? They shipped me the wrong model, a Sportster 4. I got right on the phone and cancelled my subscription.
They tried to get me to send it back and get the right one. I told them that I had waited over three weeks for this one. The customer service rep told me that that is not too bad, others have been waiting for over six months. Like that is supposed to make me feel better.
I told her, there are plenty of Sirius receivers on the store shelves. I said the customer service is terrible.
Now I guess I will have to sell the new unit on Ebay and the three docking stations I have for the Starmate.
But guess what? They shipped me the wrong model, a Sportster 4. I got right on the phone and cancelled my subscription.
They tried to get me to send it back and get the right one. I told them that I had waited over three weeks for this one. The customer service rep told me that that is not too bad, others have been waiting for over six months. Like that is supposed to make me feel better.
I told her, there are plenty of Sirius receivers on the store shelves. I said the customer service is terrible.
Now I guess I will have to sell the new unit on Ebay and the three docking stations I have for the Starmate.
posted by 
: 2:50 PM
: 2:50 PM I recently gave up on ever getting my replacement. I finally got an e-mail saying mine was ready (after 6 months of waiting).
However, at this point, I don't even want to invest the shipping cost to get another radio back.
I was planning on selling the replacement on eBay considering I will never subscribe to Sirius again (due to their terrible customer service).
I love the radio programming; however, if they aren't willing to treat their customers any better than how they treated me, I am not going to give them my money.
However, at this point, I don't even want to invest the shipping cost to get another radio back.
I was planning on selling the replacement on eBay considering I will never subscribe to Sirius again (due to their terrible customer service).
I love the radio programming; however, if they aren't willing to treat their customers any better than how they treated me, I am not going to give them my money.
posted by sMoRTy71 : 3:09 PM
sMoRTy71 : 3:09 PM Sirius is a COMPLETE AND UTTER JOKE. The only thing they have going for them is their programming (and they know it, which is why they don't think they have to do jack squat for their customers). Their equipment is shoddy and their customer service is non-existent. I have been waiting for a replacement sportster boombox for 2+ months now, only to be told repeatedly units are still on backorder (with no estimate of delivery available). If that is true, why then do I see the sportster boombox package for sale on the F'ING SIRIUS HOME PAGE!?!?!?!?! NOT TO MENTION AT EVERY RETAILER FROM BEST BUY TO TARGET TO FRIGGIN WAL MART??? I say it is time for every one to start registering complaints at the Better Business Bureau. Do it today. I would be long gone, never to subscribe to Sirius again, but my wife is obsessed with Stern and she would divorce me if I took away her precious Howard. Clearly we are getting no where with these clowns. Keep fighting!!!!
posted by : 10:01 AM
: 10:01 AM Sirius sent me a customer service survey. After I bitched about the terrible service, I got the following after submitting the survey:
"Thank you for responding! Your responses have been received by our Service Management Team.
We are committed to providing you the best in customer care and look forward to doing so in the future.
Thanks!"
Gotta love the exclamation point.
Hello, McFly? I cancelled my service. Sending me a standard survey generated by a computer based on a call list to the customer service department "really" shows you care.
It brought me to tears. "They really like me, they really like me."
Jerkweeds.
"Thank you for responding! Your responses have been received by our Service Management Team.
We are committed to providing you the best in customer care and look forward to doing so in the future.
Thanks!"
Gotta love the exclamation point.
Hello, McFly? I cancelled my service. Sending me a standard survey generated by a computer based on a call list to the customer service department "really" shows you care.
It brought me to tears. "They really like me, they really like me."
Jerkweeds.
posted by : 9:32 PM
: 9:32 PM Every rep must have the same step by step manual on how to give horrible service. My Starmate R went bad (2nd one that has) and called it into warranty. Said it would be shipped out right away. Several weeks later, received the Sportster4 instead. Doesnt fit in my car right because of the huge size. Called that in and they said Starmates are on backorder and probably wouldnt get them until Jan (this is Nov 2)... Since I now had 2 home kits (home & wk) and 2 car kits that was useless, I asked for 2 home kits for the Sportster4. They said they needed proof of purchase for the kits, so luckily I had it and emailed it right off. Said it was received and taken care of. Several weeks later, I got a package - but it contained a boombox - for the Starmate R!! Called them back AGAIN - let her know the mistake, asked for a RMA # to ship the boombox back (label was ripped)but she told me to pay to ship back and she will reimburse the cost as soon as I sent a copy of the receipt to her. To get the home kits, she needed copy of receipt, sent that off for the second time + copy of shipping. no word. Sent her to confirmation of delivery... she wrote me back that she cannot reimburse me for shipping, she does not have that authority and I misunderstood her. They cannot do that. WTF?!? So I repeated everything step by step of what she said on the phone - she replys "already then, thanks and have a merry christmas!" No I'll fix it, doesnt even try... Still no home kits either...
Sirius Warranty Center is HORRIBLE. Purchase at BestBuy or someplace that you can buy a warranty on - ITS WORTH IT!
Sirius Warranty Center is HORRIBLE. Purchase at BestBuy or someplace that you can buy a warranty on - ITS WORTH IT!
posted by : 10:06 PM
: 10:06 PM Whoa, so I wasn't the only one. I had an ST2 that died. Called the main number, got directed to warranty repair. I had to actually SEND IN A SCREEN SHOT of my Sirius account on their web site because I "wasn't in their system". So it appears that these are two seperate companies? I mean, they charged my credit card real quick, but yet I had to send in screen shots to prove I had an account. So back to the story.
they sent me a sportster replay instead of an ST2, the SR didn't fit in my car, didn't have the same features, and was basically wrong. So I sent that and my ST2 back at the same time and called the support line again. Yesterday I got a box from Sirius, and guess what was in it! The big sportster replay, not the nice startmate 2 I had purchased. The ST2s are on back order and won't be in for a while.
Well hells bells, so my wife and I swapped radios and guess what, the SR they sent was defective. My guess is when they get a bad radio in, they just repackage it and sent it back out, that way they can keep charging you for a service you never receive. My suggestion is to spend the money you would spend each month on Sirius on a music download service and fill up that MP3 player. Unless you need to listen to Howard's "entertainment" it's just not worth it.
they sent me a sportster replay instead of an ST2, the SR didn't fit in my car, didn't have the same features, and was basically wrong. So I sent that and my ST2 back at the same time and called the support line again. Yesterday I got a box from Sirius, and guess what was in it! The big sportster replay, not the nice startmate 2 I had purchased. The ST2s are on back order and won't be in for a while.
Well hells bells, so my wife and I swapped radios and guess what, the SR they sent was defective. My guess is when they get a bad radio in, they just repackage it and sent it back out, that way they can keep charging you for a service you never receive. My suggestion is to spend the money you would spend each month on Sirius on a music download service and fill up that MP3 player. Unless you need to listen to Howard's "entertainment" it's just not worth it.
posted by : 11:33 PM
: 11:33 PM you guys are lame...you act like these radios are fucking heart monitors,you are not going to die if your satellite radio doesn't work. i listen to what you assholes call "terrestrial radio" everyday, and by god i'm still alive! if sirius warranty does not have anything to send, then they don't. GET OVER IT. you get credited back for lost service, and if you really want to listen to it that bad, go online, cuz guess what? it works on there! and you guys keep saying you are gonna cancel your service...nobody cares, if you are gonna do it then get some balls and do it pansies. go to xm if you hate it so bad. you people need to get a life and stop sittin there with your thumbs up your asses and cryin about your radio. some of you people call like, everyday, by the way, i know this because i worked there, and i quit because you people are fucking assholes with no respect for people that are just trying to make a living, because it's not the person you are talking to's fault that there are no radios in stock, but back to the point, you are wasting your life calling so many times. so go fuck yourselves you jerks!!!
posted by : 6:29 PM
: 6:29 PM BTW, to be fair to Sirius, warranty service is done by Service Net over in New Albany, IN (just across the river from me here in Louisville).
If the person calling themselves "ex sirius warranty employee" is really an ex Service Net employee, then this attitude is not least bit surprising and it is probably better for everyone that you did quit.
Your job was to serve your customers and treat them with respect regardless of whether they are "assholes" or not.
Regardless of the availability of the radios, Service Net and, by their association with them, Sirius have shown a lack of respect for their customers. Considering that is Service Net's entire business (providing warranty services), you'd think they would be good at that no matter what the situation.
If there are no radios, then say there are no radios. If you say you're going to send someone a radio the next day, then send it. If not, call the customer and let them know. Don't string people along for weeks and then send them refurbed radios that don't work. You won't have customers like Sirius for long based on the comments that have poured in on this thread.
Customer service isn't rocket science, despite what "ex sirius warranty employee" might want us to believe. Unfortunately, people like "ex sirius warranty employee" are often the only ones willing to take the job.
If the person calling themselves "ex sirius warranty employee" is really an ex Service Net employee, then this attitude is not least bit surprising and it is probably better for everyone that you did quit.
Your job was to serve your customers and treat them with respect regardless of whether they are "assholes" or not.
Regardless of the availability of the radios, Service Net and, by their association with them, Sirius have shown a lack of respect for their customers. Considering that is Service Net's entire business (providing warranty services), you'd think they would be good at that no matter what the situation.
If there are no radios, then say there are no radios. If you say you're going to send someone a radio the next day, then send it. If not, call the customer and let them know. Don't string people along for weeks and then send them refurbed radios that don't work. You won't have customers like Sirius for long based on the comments that have poured in on this thread.
Customer service isn't rocket science, despite what "ex sirius warranty employee" might want us to believe. Unfortunately, people like "ex sirius warranty employee" are often the only ones willing to take the job.
posted by sMoRTy71 : 7:12 PM
sMoRTy71 : 7:12 PM no dumbass, i am in medical school, i am going to college to be a pediatrician, i just did that to keep myself busy and pay my rent, little do you know i was the top student of my class. so no...i am not the only type of person willing to take that type of job, i like to help people, and you fuckers act like you don't want to be helped, being nice goes a long way, and for the people nice to me, i went out of my way to help them.
posted by : 9:52 PM
: 9:52 PM I'm sure the kids will love your bedside manner. You're quite a charmer.
Thanks for trying to be a helper, doc.
Thanks for trying to be a helper, doc.
posted by sMoRTy71 : 10:12 PM
sMoRTy71 : 10:12 PM It makes me sad to think that everyone who hates our service goes out there and blogs it, while everyone who loves it doesnt do anything. I try my hardest day after day after day of being screamed at and yelled to to help customers. Some reps DO lie, only because they don't want to be screamed at or yelled at. It's a hard job and unless you have tried it, don't criticize us. The reason you think most of what we are saying is a lie, is because we ourselves are lied to and misinformed almost everyday. I personally do the best i can to help anyone who calls me. I hate that you think it is a call reps fault, when we were on backorder, they told us it would be 2 weeks, then another 2 weeks, then it snowballed into months. I personally never intentionally lie to anyone. Ive had women crying on the phone with me because they arent happy with our exchange process, or people screaming curse words at me because i cant give them what they need, im not saying your anger is not justified, im just saying its misplaced.
-current Sirius employee
P.S. its not in new albany... but close
-current Sirius employee
P.S. its not in new albany... but close
posted by : 5:38 PM
: 5:38 PM Being a doc myself , I hope the med student takes better care of his patients than sirius takes care of their clients. I sent my radio in to the warrenty dept.to find it had been intercepted by the "delivery contractor" who took the radio out and put a broken camera in the box. This was after the mail service delivered it to sirius warranty. I was only able to get this taken care of because I had the reciet which states the shipping weight. Currently the antenna did not have magnetic strength enough thus fell off car and broke. After munerous complains and request to send back , I was told to send the antenna back to sirius warrenty. Well after two months they now say I will have to have the whole unit replaced and take the antenna out and return.They said they could not return the antenna I had sent to them on their recomendation. After finding out they would charge me $79 for the radio if it was not sent back to their satisfaction , I smell another rat. Absolutely the warranty sucks. I would chose , working at a 7/11, digging ditches or hustling drugs before working with a company that cant keep its word and gives the worse service imaginable.
posted by : 1:32 AM
: 1:32 AM I worked at the Indiana location for several months from 05-06. We were misinformed ON PURPOSE, daily, because Sirius (not the huge call center I was at) was too cheap to take care of their customers. WE did try. A few employees actually found ways around Sirius' shitty service to help the customers, but once they found out that those customers were actually getting new units, instead of shitty, broken refurbs, they were instructed to stop, or else. Our supervisor (who has probably quit by now, was on the phone with the Sirius rep daily, bitching her out over the treatment of the customers. I was called a bitch, slut, whore, anything you can imagine by some of these people, who I would have given anything to have been able to help. Our hands were completely tied. Completely. The company handling the Sirius warranty program had no idea what they were getting themselves into. I quit my job because I was so tired of the way the customers were being treated, and I just couldn't handle being a part of it anymore. Most of the people I worked with really DID care, but after awhile, with absolutely NO instruction from Sirius, NO ETA's on getting products to customers, no guidance on what to tell you guys, we all just gave up. We were specifically told to tell everyone that they'd have their replacements by the time Stern hit the airwaves, even though I'm convinced they knew that was false information. They were more interested in saving face and letting us look incompetant than taking responsibility for their own shortcomings. Apparently, word got around quick about the shitty customer service, because even Stern can't save Sirius now.
posted by : 3:43 PM
: 3:43 PM I think that everyone who has had unfair treatment by Sirus has to take into consideration that it is a new company and a newer product on top of that an electronic product. There will be problems and defects with units thats a given. I don't know if it would be fair to say that the people who work at these call centers can be held accountable for the fact that the actual sirus company is sending out defective units. In truth most of us work at jobs that we take instruction regardless if it is the right way or if we know that it is wrong. We have all said things to some one in our lives that maybe stretch the whole truth just to save arguement not saying it's right only it's the truth and human nature. So in my opinion maybe instead of attacking these people at the call center who are only doing as they are told and who don't even have units there at their location to send out to us, or have any type of real correct information to offer us we should try and figure out a way to go after the REAL enemy being Sirus themselves, no company wants a bad rep? And seeing how people love these units so much it seems to me a way could be found to make Sirus step up to the plate with their customers and provide legit satisfaction. Just a thought....
posted by : 11:19 PM
: 11:19 PM I have a few radios and wanted to give the sportster away since it's no longer needed but was missing the suction mount. I called the warranty dept. ( because sirius advised me to ) and I spoke to a woman Rose. She told me she doesn't carry them around in her pocket. They are starting to hire some people with shitty personalities lately. Oh well, I feel bad for the people who have service calls. Without Howard, these people don't have a job!
posted by : 9:09 PM
: 9:09 PM Here is one for the books. Just recently traded in Subaru for a Sport Trac. Leaving my Sirius Starmate R wiring and antenna with the Subaru knowing that all I have to do is go to Best buy, purchase a wiring kit and have them install it in my Sport Trac. Do you see where this is going?
Informed by BB and CC and local independent dealer that the Starmate R is no longer made and nobody stocks the wiring kits!
So, I send an email to Sirius CS and get a response saying that they do not have any discontinued wiring kits in stock and I will have to go to my favorite search engine to find one on line!
There was no CS from these people!
Telling me to go and look for a replacement on my favorite search engine! Also found out that the new Starmate series has different plug adapters so buying a Starmate 4 wiring kit will not even work on my old Starmate!
Looks like Sirius wants to get me to buy a new unit.
I emailed them again and told them that as a lifetime subscriber I should get a new radio for no charge. Never heard back from them. I hope the FCC does not allow the merger with XM and that Sirius goes belly up.
Gator fan in NC
Informed by BB and CC and local independent dealer that the Starmate R is no longer made and nobody stocks the wiring kits!
So, I send an email to Sirius CS and get a response saying that they do not have any discontinued wiring kits in stock and I will have to go to my favorite search engine to find one on line!
There was no CS from these people!
Telling me to go and look for a replacement on my favorite search engine! Also found out that the new Starmate series has different plug adapters so buying a Starmate 4 wiring kit will not even work on my old Starmate!
Looks like Sirius wants to get me to buy a new unit.
I emailed them again and told them that as a lifetime subscriber I should get a new radio for no charge. Never heard back from them. I hope the FCC does not allow the merger with XM and that Sirius goes belly up.
Gator fan in NC
posted by Joe : 10:51 PM
Joe : 10:51 PMblog comments powered by Disqus
About Shawn Morton
Married father of 4, social media strategist at Nationwide, consumer electronics enthusiast, hair metal aficionado.
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