boosterp
12-12-2008, 09:01 AM
I let my XM account lapse on purpose because I was considering whether I wanted to stay with the new company or not. After 2 months though regular radio was driving me nuts so I did some research and decided to activate my truck's receiver only. Being in the medical field I am use to witting down what the patient tells me and I write fast, so I decided to use this technique for my call. Here is how it went:
I typed in "Sirus XM customer service" into Google to get the number. I call the number and here is what I got:
Automated operator: "Existing customer... please enter you radio ID number so that I can further assist you"
Me: "Representitive"
A. O. "did you say Representative?"
Me "Yes"
A.O. "Just a minute while I connect your call. You may hear a pause while I connect you"
Live rep "Can I have your radio ID to further assist you?"
Me "No sir, let me tell you what I want first because I am not going out to my truck to get it" Actually I forgot I needed it and did not want to waste cell minutes to get it
Rep "Okay sir, what can I do for you?"
Me "Here is what I want, I want only my XM content, I do not want any Sirius programing I do not want to hear any offers other than how I can have the existing XM content"
Rep "Okay sir, but this is Sirius not XM..."
Me "But I thought you merged and became one company?"
Rep "(pause) Um, well sir we did (pause) but you need to call XM."
Me "(pause) Okay (a little sarcasm), then can you transfer me?"
Rep "No sir, you will need to call 800..."
Me "Well okay, thank you sir."
Hang up to dial XM number
A.O. "Please enter your radio ID..."
Me "No, representative"
A.O. "Did you say representative"
Me "Yes"
A.O. "Just a minute while I connect you"
Live Rep "Welcome to XM, can I have your radio ID?"
Me "I do not have it... (interrupted)"
Rep "Can I have your account number or... (I interrupt)"
Me "Let me tell you what I want first then you can help me"
Rep "Okay sir what... (interrupt)"
Me "Here is what I want. I want XM content and only XM content sir, I do not want to hear any offers involving Sirius content. I let my account lapse because I was uncertain if I wanted to stay with your company. Before I install a new radio with new equipment I want to see if we can make this happen. Otherwise, I return the XM equipment and get my money back."
Rep "Okay sir, let me pull up your account information, can I have your phone number?"
Me "Yes sir, it's 281......."
Rep "Okay Mr. (pause) Richard" They can never pronounce my good German last name
Rep "Well sir, I see that your account has been suspended, I will need your credit card... (I interrupt)"
Me "Hold on, I had renewed my subscription every year, do I owe you anything?"
Rep "Um... No sir"
Me "Okay then let me up date my information and give you the new radio ID"
Rep "Yes sir, let's start with your credit card number, what is the number?"
Me: "Okay, 5--------------"
Rep reads the number back and confirms the exp date
and we confirm billing address, phone number then:
Rep: "Sir I see there are three radios on your account... (I interrupt)"
Me "I do not have them, I do not want them activated. I am adding a new radio to my other truck"
Rep "Okay sir, we can do that. What is the new radio ID?"
I give him the info and we review the number"
Rep "Sir is this in a car?"
Me "Yes" I thought I made that clear
The rep gives me all the activation info.
Me "Okay, but this thing has to be updated via computer first, what information do I need to do that?"
The rep gives me my account number and a web address.
Rep "Well, we have these offers that I want to tell you about" I thought I made it clear in the beginning what I wanted and did not want
Me "No, I do not want to hear any other offers."
Rep "Well sir, because of your activation we have this offer for a... (interrupt)
Me "Please sir, I do not want to hear any other offers."
Rep "(pause) Okay sir, no problem. Would you like to do an automated survey at the end of our call?"
Me "No sir, but I will do the review online"
Rep "Okay sir, thank you and have a good day."
Me "Thank you sir, you to"
This was all pleasant and they were rather helpful.
I typed in "Sirus XM customer service" into Google to get the number. I call the number and here is what I got:
Automated operator: "Existing customer... please enter you radio ID number so that I can further assist you"
Me: "Representitive"
A. O. "did you say Representative?"
Me "Yes"
A.O. "Just a minute while I connect your call. You may hear a pause while I connect you"
Live rep "Can I have your radio ID to further assist you?"
Me "No sir, let me tell you what I want first because I am not going out to my truck to get it" Actually I forgot I needed it and did not want to waste cell minutes to get it
Rep "Okay sir, what can I do for you?"
Me "Here is what I want, I want only my XM content, I do not want any Sirius programing I do not want to hear any offers other than how I can have the existing XM content"
Rep "Okay sir, but this is Sirius not XM..."
Me "But I thought you merged and became one company?"
Rep "(pause) Um, well sir we did (pause) but you need to call XM."
Me "(pause) Okay (a little sarcasm), then can you transfer me?"
Rep "No sir, you will need to call 800..."
Me "Well okay, thank you sir."
Hang up to dial XM number
A.O. "Please enter your radio ID..."
Me "No, representative"
A.O. "Did you say representative"
Me "Yes"
A.O. "Just a minute while I connect you"
Live Rep "Welcome to XM, can I have your radio ID?"
Me "I do not have it... (interrupted)"
Rep "Can I have your account number or... (I interrupt)"
Me "Let me tell you what I want first then you can help me"
Rep "Okay sir what... (interrupt)"
Me "Here is what I want. I want XM content and only XM content sir, I do not want to hear any offers involving Sirius content. I let my account lapse because I was uncertain if I wanted to stay with your company. Before I install a new radio with new equipment I want to see if we can make this happen. Otherwise, I return the XM equipment and get my money back."
Rep "Okay sir, let me pull up your account information, can I have your phone number?"
Me "Yes sir, it's 281......."
Rep "Okay Mr. (pause) Richard" They can never pronounce my good German last name
Rep "Well sir, I see that your account has been suspended, I will need your credit card... (I interrupt)"
Me "Hold on, I had renewed my subscription every year, do I owe you anything?"
Rep "Um... No sir"
Me "Okay then let me up date my information and give you the new radio ID"
Rep "Yes sir, let's start with your credit card number, what is the number?"
Me: "Okay, 5--------------"
Rep reads the number back and confirms the exp date
and we confirm billing address, phone number then:
Rep: "Sir I see there are three radios on your account... (I interrupt)"
Me "I do not have them, I do not want them activated. I am adding a new radio to my other truck"
Rep "Okay sir, we can do that. What is the new radio ID?"
I give him the info and we review the number"
Rep "Sir is this in a car?"
Me "Yes" I thought I made that clear
The rep gives me all the activation info.
Me "Okay, but this thing has to be updated via computer first, what information do I need to do that?"
The rep gives me my account number and a web address.
Rep "Well, we have these offers that I want to tell you about" I thought I made it clear in the beginning what I wanted and did not want
Me "No, I do not want to hear any other offers."
Rep "Well sir, because of your activation we have this offer for a... (interrupt)
Me "Please sir, I do not want to hear any other offers."
Rep "(pause) Okay sir, no problem. Would you like to do an automated survey at the end of our call?"
Me "No sir, but I will do the review online"
Rep "Okay sir, thank you and have a good day."
Me "Thank you sir, you to"
This was all pleasant and they were rather helpful.