XM - 90 day trial - NOT!
03-22-12, 05:05 AM
#1
Driver School Candidate
Thread Starter
XM - 90 day trial - NOT!
Love the XM, but their customer service is terrible!
I have XM in 2 other vehicles. After buying the GS (2/17/12) I thought I would just extend the trial subscription for at least a year, figuring the trial period would be added in for a total of 15 months.
Problem 1 - my radio ID did not show up in their records - without that you can't do anything.
Problem 2 - the service rep I spoke with opened another account for me when specifically told I have an existing account with two radios.
Problem 3 - driving home on 2/24 I lost XM - defaulted to a non subscription mode - channel 1 (or 0 ?)
Problem 4 - as a result of #3 above, numerous calls were made to XM. Numerous disconnects and recalls.
Bottom line - XM states the radio was activated by a dealership 12/22/11 (a second rep said 12/21/11) and therefore the trial period was over!
Interesting that the reps could not explain how there are 90 days between 12/21 (or 22) and 2/24/12. (if in fact that was when the trial period was activated)
Interesting that the reps didn't care that the car was just bought (2/17/12) - new not used. And that the car was manufactured in December 2011, in Japan and takes a few days to get to the US.
So after asking for a supervisor I finally got the XM back on in a demo mode.
A call to Lexus Corporate resulted in a helpful rep, but unfortunately she bought into the XM line of a dealer turned the trial subscription on 12/11. She called them back and had the issue escalated to XM management. That was 2/27. I have not heard anything since then from XM or Lexus.
Well I had to call XM 3/21 to cancel an automatic renewal on 1 radio since the car was sold.
As usual, they do what they want, not what you request. All I wanted was the cancellation of automatic renewal, keep the radio on until the end of the subscription term. What they wanted to do is cancel the subscription for that radio. Frustrating.
But worse -
1. They still show 2 accounts for me
2. They said the demo mode my (GS) radio expires today, 3/22! (I haven't tried yet)
3. They show some notes regarding the 90 day issue - but no resolution. The rep asked to put me on hold so she could talk with a supervisor - and - disconnect!
I can tell you from the Corvette forum there are numerous horror stories about their customer service.
My prior dealing were problem free. Now I understand the negative remarks regarding their service. If you don't have to call - great. If you do - be prepared.
I have XM in 2 other vehicles. After buying the GS (2/17/12) I thought I would just extend the trial subscription for at least a year, figuring the trial period would be added in for a total of 15 months.
Problem 1 - my radio ID did not show up in their records - without that you can't do anything.
Problem 2 - the service rep I spoke with opened another account for me when specifically told I have an existing account with two radios.
Problem 3 - driving home on 2/24 I lost XM - defaulted to a non subscription mode - channel 1 (or 0 ?)
Problem 4 - as a result of #3 above, numerous calls were made to XM. Numerous disconnects and recalls.
Bottom line - XM states the radio was activated by a dealership 12/22/11 (a second rep said 12/21/11) and therefore the trial period was over!
Interesting that the reps could not explain how there are 90 days between 12/21 (or 22) and 2/24/12. (if in fact that was when the trial period was activated)
Interesting that the reps didn't care that the car was just bought (2/17/12) - new not used. And that the car was manufactured in December 2011, in Japan and takes a few days to get to the US.
So after asking for a supervisor I finally got the XM back on in a demo mode.
A call to Lexus Corporate resulted in a helpful rep, but unfortunately she bought into the XM line of a dealer turned the trial subscription on 12/11. She called them back and had the issue escalated to XM management. That was 2/27. I have not heard anything since then from XM or Lexus.
Well I had to call XM 3/21 to cancel an automatic renewal on 1 radio since the car was sold.
As usual, they do what they want, not what you request. All I wanted was the cancellation of automatic renewal, keep the radio on until the end of the subscription term. What they wanted to do is cancel the subscription for that radio. Frustrating.
But worse -
1. They still show 2 accounts for me
2. They said the demo mode my (GS) radio expires today, 3/22! (I haven't tried yet)
3. They show some notes regarding the 90 day issue - but no resolution. The rep asked to put me on hold so she could talk with a supervisor - and - disconnect!
I can tell you from the Corvette forum there are numerous horror stories about their customer service.
My prior dealing were problem free. Now I understand the negative remarks regarding their service. If you don't have to call - great. If you do - be prepared.
03-22-12, 05:52 AM
#3
Driver
Join Date: Feb 2012
Location: TX
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It's fortunate for me that I live in a good market for radio stations such that I have no use or desire for XM. And in my past car's experience, the sound quality on most of their stations is subpar with local radio stations.
03-22-12, 06:56 AM
#4
Lead Lap
I'm willing to bet a LOT of money that there's no way a dealership had any 2013 GS stock in December, and activating XM would have been impossible.
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