If customer retention is the cornerstone of your business plan then you are doomed. Let me share my story and get your thoughts:

Our family purchased a new Honda equipped with all the bells and whistles. As part of the purchase we received XM radio, at no charge, for a certain time frame. Smart marketing on your part, try it and if they like it they’ll stay with you. We tried it and liked it, but the $12.95 per month fee was too much for our liking. We let the free service lapse, then the calls from the XM folks started, trying to get us to re-establish our service. After several attempts and a variety of options we agreed to re-establish our service for one year at a price of $72 plus applicable fees & taxes. I was invoiced and paid the bill in full, on time. After this one year period expired we began to receive invoices to continue our service at the regular price of $12.95 per month. I called XM radio customer service 6 times to discuss other options. I suggested to them that I would sign up for another year at a reduced price. No one could make a decision. I was told to hang up and call customer retention. I thought it was silly to ask a customer to hang up and call another number especially since I was already on the line. I tried the customer retention number. I was disconnected or hung up on multiple times in trying to reach those folks. I mailed a letter to customer service offering to discuss options for continuing our service. No acknowledgement, no response, nothing at all, a black hole.

In the meantime I continued to receive invoices at the $12.95 per month price. I returned them with “CANCEL SERVICE” written on the top, since no one was willing to take or return my calls or respond to my letter. Then I received the attached notice from a collection agency informing me that I owed $40.54 for two months XM Radio service which I had cancelled. Now my credit score is at risk because of the incompetence XM Radio’s customer service department? I’ve settled my debt with the collection agency, but you can be certain I will now do everything in my power, to make sure everyone I come in contact with is made aware of how your company treats a customer. What is the adage from Jeff Bezos?

If you make customers unhappy in the physical world,

they might each tell 6 friends.

If you make customers unhappy on the Internet,

they can each tell 6, 000 friends.

Terrible company, and terrible customer service.

Never do business with them. They do not refund full amounts, and hang up when you call them back to complain about it. Tell your friends and family not to ever subscribe. Its simply not worth it.

XM Radio has absolutely ATROCIOUS customer service. They will lie to you, overcharge you, and dismiss any complaints. If you doubt me, do a quick Google search for XM Radio Customer Service and read the thousands upon thousands of disaster stories. After too many years of trying to make it work with this relatively new company, I've given up after they recently overcharged me and refused to refund my money, and instead just decided to credit it to my next year's bill (a bill I won't be paying). Three calls all netted promises of refunds, but none came. I sent an email, and received a 2 word response -- "Assume resolved." Of course they never resolved anything. Stream Pandora or another phone-based radio system into your car or home, but avoid XM at all costs.

Wanted to cancell xm Radio. Called and was offered a half price fee. Received bill and it was wrong.Returned call and spoke to another person.Told again same price. Told by two different people what my rate would be. Recieved two bills with different rate. Called a third time and spent another hour on phone given a totally different amount. So sick of these people not getting things right. I will definitely be cancelling my contract at the end of it, ...oh and make sure it is not a day late or you get stuck with another huge bill. Too bad they have such a monopoly!!! XM YOU SUCK ON CONSUMER CARE!!!

The whole company is a joke. Billing problems. I even had to spend my own money to send the product back. Someone needs to put the company out of business!!! Please.