XM Satellite Radio customer service

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Like the other 19.5 million-plus subscribers to Sirius-XM, I enjoy commercial-free radio and have since 2002 when I purchased my first XM Radio.

The variety of offerings in their lineup and the outstanding audio quality were what hooked me the first time I listened.

Since then, XM and its only competitor Sirius have combined into the monopolistic Sirius-XM Radio.

Along with the good parts of the separate companies came the bad parts of the conglomeration.

To the dismay and consternation of many subscribers of Sirius-XM Radio, the company continues to use two separate customer management systems as well as two separate billing systems.

This in and of itself is not that big of a deal. Many merged corporations maintain multiple and redundant systems, like Home Depot, which until recently maintained three point-of-sale systems.

However, most corporations implement middleware that integrates the multiple systems into a unified system presenting a holistic interface to their customers and their customer service personnel alike.

Unfortunately, Sirius-XM is not one of those corporations, and as a result, any customer with billing issues that cross both systems quickly learns that the customer care call centers are incapable of rectifying their issues.

I have been in the throes of such a dilemma, which has taken over a year to resolve.

Like everyone else, I had been calling the customer care numbers seeking relief, only to find myself placed on hold repeatedly and transferred from agent to agent while attempting to explain my particular billing issue to call center agents who didn’t possess the ability to research the issues across the separated systems, a pertinent fact not shared with customers during the calls.

In my case, my first account was with XM Radio, where I never experienced a problem of any type, billing or otherwise.

After the merger which created Sirius-XM, I continued to enjoy a trouble-free experience until I purchased a new car with a built-in Sirius-enabled radio.

I called the customer care number to activate the new radio and deactivate the older XM add-on radio. All appeared to go smoothly during the call, but little did I know the trouble I had purchased for myself.

Every quarterly billing cycle since the activation of the new radio, the original costs I was quoted and had agreed to doubled, and it was being debited from my bank card.

This billing cycle I was again double-billed and spent several hours on the phone with the customer care centers going through the same song and dance, with the same results: nothing resolved.

SiriusXM XM XDNX1V1 Onyx Dock-and-Play Radio with Car Kit
Car Audio or Theater (SiriusXM)
  • PowerConnect FM Transmitter works through your vehicle s radio with easy do-it-yourself installation
  • Personalize your radio with six selectable display color themes and three different trim rings
  • View artist name, song title and channel information on a large color display; enjoy fast access to up to 10 of your favorite channels
  • Browse programs, artists and songs playing on other channels, without having to change the channel
  • One-Touch Jump to traffic and weather of the 20 most congested cities, or to the previous channel to which you were listening
  • Dock & Play XM satellite radio
  • Full-color display
  • 10 channel presets
  • PowerConnect system includes auxiliary output cable and power adapter/FM transmitter
  • Includes car accessories: docking station and roof-mount antenna
2008-01-25 17:07:32 by rae_mom

My understanding is this

When you first sign up you get a 1 year 'contract' that goes month to month after that (unless you move, or upgrade).
I too love DirectTV but am getting rid of it shortly because it's HD DVR is too expensive compared to my cable company's. And if I upgrade, they no longer have TiVo software anyway.
They do rock, though, and the XM satellite radio channels are an excellent plus.

2005-02-28 14:46:16 by Semi_acoustic

XM price hike 30% - screw that, $13 for radio

EW YORK (Reuters) - XM Satellite Radio on Monday said it would raise the monthly fee for its nationwide radio service by about 30 percent in April and would add some premium features to its basic plan, putting it on par with smaller rival Sirius Satellite Radio .
XM, whose shares jumped 13 percent, said the monthly subscription for its basic plan will rise to $12.95 from $9.99, effective April 2. For XM, the leader in the nascent pay-radio market that offers more than 100 channels of music and talk programming, it is the first price increase since its national launch in 2001.

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Sirius Satellite Radio XM XPMP3H1 Portable Satellite Radio and MP3 Player (XMp3i)
Car Audio or Theater (Sirius Satellite Radio)
  • Pause and replay up to 30 minutes of XM programming
  • Record songs while you listen, or schedule recordings of your favorite shows
  • TuneSelect and GameSelect find your favorite artists or sports events on any XM channel
  • Upload and manage MP3/WMA files with the included XM2go Music Manager software
  • 2 GB on-board memory, expandable via the microSD card slot
SiriusXM SiriusXM Edge Dock and Play Satellite Radio with Home Kit
Car Audio or Theater (SiriusXM)
  • Enjoy SiriusXM s Xtra channels - a number of additional comedy and music channels as well as SiriusXM Latino, a set of dedicated Latin music, sports and talk channels.
  • Pause, rewind and replay up to 30 minutes of live satellite radio.
  • View artist name, song title, and channel information on the large color graphic display.
  • Includes PowerConnect Home Kit.
  • Works on the XM network.

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