Barbie Perkins-Cooper, Author

Living Life in the Country As A Writer, Photographer


Recently you requested personal assistance from SIRIUS XM.

Below is a summary of your request and our response.

 Subject
Sirius   XM Requests Your Feedback
   
 Response   To Your Inquiry (SiriusXM Customer Care)

08/02/2012 11:35 PM

Dear   Ms. Cooper,

Thank you for contacting SiriusXM regarding your Customer Care experience.

Please accept our sincere apology for the previous encounter over the phone   and we hope that this incident will not permanently affect our partnership.   Our objective is to provide excellent service to all our subscribers and our   Listener Care Representatives are adequately trained to assist customers with   the issues. We are saddened to learn that you were not pleased with the   service you received, but we can assure you that our representatives will   convey the Company’s guidelines in a polite and friendly manner. Please keep   in mind that your concern is a priority and we value you as a customer.

We guarantee you that our team does not take pleasure in embarrassing or   distressing a customer. All of our customers are appreciated and each   subscriber plays an active role in the growth of SiriusXM. This issue will be   forwarded to the relevant department and your concerns will be investigated.   This will, hopefully, further enhance the service which we provide.

We hope you continue to enjoy SiriusXM’s commercial-free music and   entertainment programming. We are committed to providing you with the best in   listener care. If you have any questions, feel free to reply to this email.   You can always manage your account online 24/7 by clicking
www.siriusxm.com/myaccount

Thank you,

Rose
SiriusXM Listener Care

My reply:

Thank you for the reply, Rose. Never is it easy to inquire about anything with Sirius XM Radio, but this experience was truly something that annoyed me to the highest!

If you, Or Anyone, check our records you will note my husband DID have an account for his 2008 Jeep, but it WAS moved into my account when I activated my new car, after the three months of free service, on, or before June 4, 2012.

My husband, Phillip DID HAVE AN ACCOUNT. His account was paid thru his debit card until May of this year. How all of this got so confusing and incorrect is beyond me. No, I did not get the names of the people who spoke with me. Besides, they ARE ALWAYS from India, the Philippines, or somewhere else and it is difficult to understand MOST of them. If my husband didn’t have an account, may I inquire as to HOW HE GOT SERVICE AND WAS ABLE TO PLAY SIRIUS RADIO BEFORE I ACTIVATED MINE???

Yes, I am frustrated. My husband should not have to ‘deactivate’ his radio…go to channel 1 – which does not exist – and I should not be inconvenienced any longer. To be honest, I am seriously considering deactivating mine, just to make a statement.

Whatever happened to customer service in America? And – why can’t we as Americans speak with customer service reps that are in America, not outsourced to another country, with broken English who refuse to service us with a pleasant attitude. The real kicker was when He demanded to speak to my husband. I am not a second class citizen in America…I am an American woman who can communicate, either via phone, or with my words.

Thank you!

Barbie Perkins-Cooper

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