Very disappointed in Customer Care department.
Written: Mar 16 '07
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My fianceé bought me a Sirius S50 radio and a home kit for Christmas. There was a $100.00 rebate offer.
I activated my service on 12/26/06 and Terri sent the rebate form in shortly thereafter.
The terms of the rebate require:
"A subscription, paid by credit card (which may be combined with SIRIUS prepaid card), must be activated no later than 01/06/2007 and kept active for at least 60 consecutive days. Requires submission of receipt for combined purchase (either original or photocopy) for the purchase of the eligible SIRIUS hardware, the original UPC code from the hardware packaging, the electronic serial number of the receiver (either original cut from the box or photocopy) and a fully completed redemption form"
This was all sent in.
Teri received an e-mail on January 25, 2007 from Sirius stating that the rebate form was received, and another e-mail that same day that the rebate was "processed"
Here it is:
"TERRI DIXON,
Your SIRIUS Satellite Radio rebate submission in the amount of 100.00
has been processed. Your check will be mailed shortly. Please allow 2-3
weeks for completion."
The terms and conditions on the rebate state the following:
Once the necessary documentation has been submitted, SIRIUS will verify that the required subscription has been activated and remains active for the required period and that the account is active and in good standing and mail a check for the appropriate amount to the name and address on the redemption form within 8 to 10 weeks. If rebate is not received within 10 weeks, check status at www.web-rebates.com/sirius or call Sirius at 1-888-539-SIRIUS.
The 60 days required was up on February 26, 2007.
The check has STILL not been mailed or received.
Terri sent several e-mails asking about the status of the rebate. She received one indicating that they needed the account information. Terri followed up again and got the following e-mail:
" Dear Terri,
Thank you again for contacting SIRIUS! We appreciate the time you have
taken to email us regarding the current status of your rebate. We
apologize for any inconvenience this has caused. We are here to help!
Our records indicate that your rebate is stuck in the "required service
period." We understand the frustration this has caused and we would
like to submit your rebate for an override. In order for us to do this
we need to verify the account that this receiver is on. Please reply
with the following information:
- First name on Account
- Last name on Account
- Primary phone number on Account
- Address on Account
- Account Email address
- The last four digits of the credit card on file
Terri, thank you again for your patience regarding your rebate. We hope
you receive it soon! We are committed to providing you with the best in
customer care. If you have any more questions, please feel free to
contact SIRIUS Customer Care. For your convenience, we are available 24
hours a day, 7 days a week at:
1-888-539-SIRIUS (7474)
As well as by email at:
www.sirius.com/customercare "
I followed up since they wanted MY information (the radio account) and was told that they "didn't have to do an override," and that it might take 4 - 6 more weeks for the check to be sent.
I HIT THE ROOF!
We have done everything asked of us. We have followed all the terms of the agreement. we have provided all of the necessary documentation, account numbers, credit card numbers, addresses, etc.
The customer care rep told me that "part of the problem is that the name and address on the rebate is different from the Sirius account."
I mean, really; does this mean that you can't buy someone a radio as a gift??!! Do you have to give the radio and the rebate as a gift??
I asked to speak to a supervisor and was put on hold and then told they were "really busy"
Well, of course they are. Busy with more frustrated customers like Terri and me.
It has now been 13 1/2 weeks since I activated my service, and more than 12 weeks since Terri sent the rebate form in.
The lesson here: Sirius knows only how to take money from customers. They are unable or unwilling to expedite resolution of customer care issues. It is unwise to buy Sirius radios as a gift. They tie everything to the radio account.
Their rebate processing and support is non-existent.
Good luck!
Recommended:
No
What product did you purchase or try to purchase? Sirius Satellite Radio - S50
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