SiriusXM... WOW talk about incompetence
So I finally got around to giving the XM radio a bit more attention because I wasn't seeing traffic info and I was under the impression that the 90 day trial came with it.
I called Sirius XM and the first guy I talked to was utterly incompetent. He couldn't get the Nav traffic added to my account and used the usual ploy of "the system is down" to try to get me off the phone. I don't buy that when I hear people fumbling on the phone and asked to speak with a supervisor. He put me on hold and then came back about 10 minutes later and just hung up the phone.
I call back and ask to speak with supervisor immediately. The guy says sure thing, but first let's try to add the nav while we wait. Seems reasonable. Surprise surprise, he gets it added. Mind you, by this time, it is bedtime so I don't check it in the car, but on-line it shows on my account.
Morning comes and during the commute I try to take a look at the icon and nothing. No traffic info.
So I call SiriusXM during the ride home and get the signal refreshed. Nothing. Wait another 15 minutes, nothing
I call back. The woman congratulates me on my new Escalade. Whoa... Escalade? I say to her, I have a Lexus, that's probably what's wrong. So she types in a few more things and nothing. Still no signal. She transfers me to a "technician." This idiot tries to convince me that I simultaneously have a loose wire and that the Nav is down for everyone because of the upcoming channel change thing. I don't buy it.
He insists I have to take it back to the dealer because a wire is loose. I smell bullpoop. I tell him that is probably not it since the XM radio works, it is just the Nav Traffic that isn't coming through. I ask to speak with his supervisor... another 10 minute hold.
Next woman is the same story. AGAIN, congratulates me on the Escalade and AGAIN I try to correct that. She is also CONVINCED that there is something wrong with the car and that I need to take it back to the dealer. I ASSURE her she is full of crap because the radio works fine and it is the same signal.
Finally I get frustrated and just tell her, "look, based on this there is no way I'm renewing this once it is done, you people are absolutely incompetent."
Suddenly, she says, "wait, there is a special line for Lexus owners" and gives me the following line: 1-877-209-5087.
I smell Bull again but what the hey, one more try. I call and tell the next woman who answers the whole story. Guess what? She agrees with me. It is THEIR problem and not the car! I then tell her about the Escalade thing and she looks though the tickets and finds a typo! Wrong VIN number on the account! She corrects that and then refreshes the signal.
BAM. Traffic info!
I thank her profusely and tell her that all these clowns before her should be fired and that she should get a raise.
So basically, when met with a challenge, SiriusXM's response is to just try to get you off the phone.
On the up side, I love the car aside from this experience.
So I finally got around to giving the XM radio a bit more attention because I wasn't seeing traffic info and I was under the impression that the 90 day trial came with it.
I called Sirius XM and the first guy I talked to was utterly incompetent. He couldn't get the Nav traffic added to my account and used the usual ploy of "the system is down" to try to get me off the phone. I don't buy that when I hear people fumbling on the phone and asked to speak with a supervisor. He put me on hold and then came back about 10 minutes later and just hung up the phone.
I call back and ask to speak with supervisor immediately. The guy says sure thing, but first let's try to add the nav while we wait. Seems reasonable. Surprise surprise, he gets it added. Mind you, by this time, it is bedtime so I don't check it in the car, but on-line it shows on my account.
Morning comes and during the commute I try to take a look at the icon and nothing. No traffic info.
So I call SiriusXM during the ride home and get the signal refreshed. Nothing. Wait another 15 minutes, nothing
I call back. The woman congratulates me on my new Escalade. Whoa... Escalade? I say to her, I have a Lexus, that's probably what's wrong. So she types in a few more things and nothing. Still no signal. She transfers me to a "technician." This idiot tries to convince me that I simultaneously have a loose wire and that the Nav is down for everyone because of the upcoming channel change thing. I don't buy it.
He insists I have to take it back to the dealer because a wire is loose. I smell bullpoop. I tell him that is probably not it since the XM radio works, it is just the Nav Traffic that isn't coming through. I ask to speak with his supervisor... another 10 minute hold.
Next woman is the same story. AGAIN, congratulates me on the Escalade and AGAIN I try to correct that. She is also CONVINCED that there is something wrong with the car and that I need to take it back to the dealer. I ASSURE her she is full of crap because the radio works fine and it is the same signal.
Finally I get frustrated and just tell her, "look, based on this there is no way I'm renewing this once it is done, you people are absolutely incompetent."
Suddenly, she says, "wait, there is a special line for Lexus owners" and gives me the following line: 1-877-209-5087.
I smell Bull again but what the hey, one more try. I call and tell the next woman who answers the whole story. Guess what? She agrees with me. It is THEIR problem and not the car! I then tell her about the Escalade thing and she looks though the tickets and finds a typo! Wrong VIN number on the account! She corrects that and then refreshes the signal.
BAM. Traffic info!
I thank her profusely and tell her that all these clowns before her should be fired and that she should get a raise.
So basically, when met with a challenge, SiriusXM's response is to just try to get you off the phone.
On the up side, I love the car aside from this experience.