Poor Customer Service - My Dealings with Sirius Radio
This hub is more of a rant. It probably going to lower my hubscore, but I am so mad about this I don't care. I just want this story on the Internet for anyone to see. Basically I am just letting out my frustrations with not being taken care of. I may have a high standard. I have worked in customer service call centers while I was going to college and no matter what, you did something to help the customer. What I will describe next, goes against every customer service rule I was ever taught.
My wife purchased a Sirius radio and a $50 prepaid card that she was going to give me for Christmas. Well, we decided that I am not in the car enough to make it worth have such a thing. While it would have been nice to have, I would rather spend my money another way. So we decided to return the radio and the prepaid card.
The return went very smoothly. As expected Radio Shack just credited the account. But there was an issue with the prepaid subscription card. They were not able to return this particular item and told me to call the 800 number on the back of the package. Now the card was never used and the pin number wasn't even scratch off yet. I have all the documentation (receipts, etc) so I expected this to go as smoothly as possible.
So I call the customer service number and trying to find the option that I was looking for was almost impossible. I, having dealt with automated voice systems new that the keyword "operator" would get me to a human. After about a 10 minutes wait a guy, who I could barely understand, came on the phone. He said he would do what he could to help me. I tell him my situation and he said that he needed to put me on hold for a few minutes. 5 minutes later, he comes back asking for the Pin number off the card. I told him that I hadn't even scratched that yet. He put me on hold again and after about 10 minutes he hung up the phone on me. Totally unwilling to help.
So of course now I am pissed. So I called back. Got this girl who's name I can't remember (if I did remember it I would post it her, I'm not protecting anyone). I explain to her my situation and she says, "I'm sorry sir there is nothing I can do for you".
What!! You don't say that in customer service. I even read to her that there was a 30 day guarantee, and yet she still refused to help me. So I asked her to get me her manager and she told me she would put me on hold for 10 minutes. So after letting her know how much I did appreciated her and hung up the phone
Seinfeld Customer Servce
Did I get any help?
After all of this I called the Radio Shack that I purchased this stuff from and the manager said while there wasn't much she could do there were people at Radio Shack that might be able to help me. This story isn't over yet, but I find it interesting that while this is not the Shacks problem they are the ones helping me.
So after a few months of waiting I got my $50 check in the mail on 4-02-2008. I guess better late than never right.