I have had XM Radio in my car since December of 2004 (it came with the car and 3 months free), I like the service, it is so nice to be able to drive across 3 different states and listen to the same channel with out having to re tune the radio, etc.. But I absolutely hate their customer service people and their web site. My problems with them started right after the three months of free service.
The first problem I had was I paid for the subscription for one year, but they never activated my radio, so driving down the road and all of the sudden the radio will only turn to the preview channel. Wow was I mad, when you pay $140 and change for a service, you would expect it to not cut out on you, because they feel you didn’t pay the bill. I paid the bill through their web site, problem #1. See their web site is the clunkiest thing in the world. I had a print out that said I paid the bill, but they had no record of it ever being paid. I then received bills in the mail saying I hadn’t paid them. I finally ended up calling them and they took my credit card and billed me about $150 (about $10 more than I had done through the web, because they charge stupid activation fees. Note the first charge never did appear on my bank statement).
So fast forward a year, and I get a letter in the mail saying they were going to auto charge my credit card for the next year’s subscription. This was the second thing that made me mad was that they actually stored my credit card info. But I figured it wouldn’t go through because the card they had, had expired in September of the previous year, and it was now march. But wouldn’t you know it, they charged it anyways, which means they obviously are not checking to see if the cards are even valid any more.
Fast forward to this week, and the problem has started all over again. See last year (after they charged my credit card) I got a letter from my bank saying that my card was one of the ones stolen in a credit card bust, so I was almost positive they would not be able to charge that card and if they did, they would be having some other problems. So I spent the other day trying to log in to their “listener care” web site to see if there was a way to get the credit card out of there and change it. Well every single time I clicked on any of the “billing” or change contact info links I got this error:
This is the error I get no matter what time of day, no matter what computer or if I am at home or my office. I ended up sending them an email the other night, but never heard any thing back. So last night I get a call from XM saying that I had not paid my bill yet. I explained to the woman (whom I could barely hear even with the volume all the way up) that I had been trying to do it all week but their web site constantly gave me that error message. Her response was that they are constantly updating their web site to make it current and that the error should go away after 10 minutes. I told her it never goes away, and she then hung up on me. Wow what great customer service. So I called back and got a different woman. I told her my whole story and that they were trying to charge an expired and stolen credit card and the such. She then took my new credit card number and said my bill was now payed. Great, another year and then the whole thing will start over again.
So I get home today after my final day at work, and what is in the mail, a letter from “XM Radio Collections” saying I had a past due bill and the credit card on file with them the bank is reporting as invalid (duh!). Which is really funny because that is the first bill they have actually mailed me this year. Way to go XM. I tried to log in to see my billing info to verify that it was in deed paid, and guess what:
yup, still broke. So I hope the XM and Sirius merger goes through and Sirius takes over everything as I am pretty fed up with XM’s Customer Service. What made me most mad about calling XM is that when you are on hold they keep telling you to go to their web site to do everything you need to do with your account. That would be all fine and well if their web site actually worked, but it NEVER works. I am not even going to put in this post about trying to change my email address with the and the fact that the email address is some primary key in their database and there can never be two accounts with the same email address.