Marlene sent a message to James E. Meyer CEO, Sirius XM Radio Inc. that said:
On June 3, 2015, I called to transfer service from my husband's GTI to a new GTI effective on June 27, 2015 when his 3 month trial ended. I had a credit of $130.75 and wanted to make sure his service continued. We have been customers for a very long time, long before XM and Sirius merged. On the 3rd, the young man took care of it and made sure my husband had all the channels he was used to, ie SPORTS. He told me we might have to call and have the signal resent on the 27th. We did call on the 27th and spent over an hour trying to find out why he could not get his sports channels. I asked 5 times to speak to a supervisor because the first man we spoke with gave us another customer service rep, Jen, not a supervisor, and only after arguing with her and threatening to cancel all 3 subscriptions I have with you, did she finally give me a supervisor whom she said would take care of the cancellation. She gave me someone named Joe. She told me that the sports package is now an additional cost and I would have to pay more money to get it added. I had specifically made sure (or so I thought) that my husband did have the sports on June 3.) Joe ended up charging me more saying that my husband's new 2015 GTI has an old XM radio in it and the sports channels do cost more. I paid it and told him we will go back to our dealer in the morning and find out why the car has old equipment since he said that was a fact. I read him the info that came with the car that said it was Sirius/XM and had the all access program. Overall, I do not like the way we were treated since I thought everything was done correctly on the 3rd. These agents were not helpful and did not care about the customer. At the conclusion of the year we will probably learn to live without the 3 subscriptions because your service agents are not interested in helping your customers. If you look at my account you can see we have been with you a long time and deserve better than having your staff yell at us when we are trying to get answers. Joe was friendly but in the end I had to pay for your staff's errors. I am a CEO as well and have been in the customer service business for over 30 years and I would be ashamed to have these agents in my company.
I thought you should know what is happening in the "field".
Sincerely,
Marlene
