If you have a Sirius Satellite radio and have ever bought new equipment or sold a car with a Sirius radio installed you have discovered that you cannot cancel the subscription from the website. You can cancel your Star Wars Galaxies subscription on-line but cancelling a recurring subscription for a radio requires a phone call.Â
Now if you are like me you will just set aside some time and pick up the phone can call to cancel. Last week I traded my LR3 and purchased a Prius again. That discussion is for another post. Right now is this is to describe the horrid customer service that Sirius provides. In the interest of full disclosure, I should also point out that I have a significant number of shares in Both Sirius and XM. That, is a subject for another post.
I sat down while working and went ahead and made the phone call to Sirius. Following the telephone prompts when I chose honestly, and stated that I wanted to cancel an account, I was hung up on by the system 3 times. They should be ashamed of themselves for conducing business in this manner. Note, the 3rd time I called and chose the cancellation option I did it just to really get myself aggravated. I knew what would happen.Â
The 4th time I called I changed only one choice and lied. Saying that I wanted to activate a radio. 3 minutes later I was talking to a nice lady to took my information and seemed completely unsurprised that I had to lie to get to her. She passed me off to another person, and 30 minutes later another nice lady is informing me they want to charge me $75 for cancelling my service before a year is complete.Â
Time for another note, this is a second account, and only cost $76 for the whole year.  Â
I started laughing. Then asked if she wanted me to cancel both accounts. She was already working on stopping the silly charge. 15 minutes later the charge was reversed. Total time, 1 hour 15 minutes spent doing something I can do with a click of a web site check box using most services.
The conclusions, I will never recommend anyone install a Sirius radio to just try it. I will never activate another installed radio in a vehicle for Sirius. I will most likely cancel my Sirius service on the portable once the merger settles. I will have a radio already. I don’t need two radios for the same service.
Sirius makes it impossible for a fully honest person to cancel their service, and then they try to charge you a penalty for doing so.  This is radio folks. Your company has said that you have a large number of competitors, thus justifying the merger with XM. It might be good for your customer service managers to remember that.Â
If you let customers come and go, some will come back. If you make it hard for your customers to leave, they will stay gone.