Wednesday, August 22, 2012

SiriusXM: Worst Customer Service EVER

SiriusXM has a great product. I got a 6 months free trial with my new car purchased in late 2010 and grew to love all the great music channels. I especially loved being able to hear music without the annoying barrage of commercials on “free” radio. My husband got a new car several months ago and also got the trial package and he loves the product too. We also have access on our computer.

The problem with SiriusXM, though, is that their customer service is the worst I have ever experienced. I used to think that because I spent almost 30 years in the field of customer service – 20 of those years in middle and upper management – that I was overly sensitive to customer service failures. But SiriusXM has proved to me time and time again that the problem is clearly theirs.

Anytime I have renewed or modified/added on to my SiriusXM service, SiriusXM screwed it up. That’s problem #1. Problem #2 is that their customer service people can only be described as incompetent. I just spend over 30 minutes on the phone with one who seemed incapable of understanding my problem, and then was completely incapable of resolving it. In fact, when he was unable to find the transaction I initiated a week before with another SiriusXM agent, he told me he was worried that my credit card had been compromised and told me to immediately contact my bank and credit card company. Nothing like having a clueless customer service rep warn you that the previous rep you spoke to may have been dishonest!

I contacted my bank who could clearly see a tiny pending transaction from SiriusXM which they felt was likely put through to verify the card. Why SiriusXM could not see this transaction or my order is beyond me. When I called SiriusXM back – I got a new customer service rep, of course – they seemed to start the whole thing over by NOT listening to my problem and parroting back to me information already on my account. At my wits end, I interrupted the rep and explained my problem, and, when he clearly sensed my growing frustration, immediately said he’d get his supervisor. A few short minutes later, this new agent was able to determine that they did have my order but it would not be processed until the date the trial ended on my husband’s new car. Why the first customer service agent could not see this is beyond me.

One of SiriusXM’s big problem is that it is evident they are outsourcing their customer service to a country – or countries - outside the U.S. and the communication barrier is great. And likely because of this issue, their agents seem to have a scripted manner of handling calls; when the call deviates from the script, the agent becomes confused and stymied in resolving the problem. They clearly have a case of “the right hand doesn’t know what the left is doing” problem, too.

SiriusXM seems unwilling to do anything except provide minimal customer service and they company doesn’t seem to care how much they inconvenience their customers. But they’d better change fast. More people are getting smart phones and other methods of wireless access that allows for more music choices and more ways to get music. When my subscriptions run out, I am going to give a serious look to SiriusXM alternatives. This is that last time I want spend time in the hellish world of SiriusXM customer service!

All Original Text Content © unless otherwise noted

Check out my blog home page for the latest information,
The Frequent Critic, here.

No comments: