Yeah, I'll Take That Gamble

August 9, 2006


I got a letter from XM Radio back in June that the credit card the monthly fees are charged to has an expiration date that is near. It asked that I call the super special 800 number to update the information lest the earth stop spinning on its axis and my XM Radio be discontinued.

And I needs me some satellite radio. ‘Cause I hates me some commercials and local talent.

So I call up with my credit card ready and get to speak with the lovely Tanya, Customer Service Representative. Tanya has a lovely headcold. And is trying her hardest to be perky. Not bright, but perky.

I explain to Tanya why I’m calling and she proceeds to attempt to pull up my account. I say “attempt”, because it appears my account does not exist. And here’s where it goes bad fast.

“I’m sorry, ma’am, is it possible the account is under a different name?”

“No. It isn’t. And, since you guys generated this form letter from your customer account database, I would imagine you have used the actual customer information to do that, right?”

“Well, I don’t know about that.”

“Well, I didn’t send the letter to myself, so SOMEONE at XM knows we have an account…especially since you people have been billing me for 2 years.”

“Yes. Perhaps you could give me the radio ID number?”

“No. I’m not in my car.”

“Is your car nearby?”

“Are you kidding?”

“Well, we could definitely find the information using the radio ID.”

“So, you want me to walk out to my car, in the rain, and burn up cell phone minutes because you guys can’t find my name?”

“If you wouldn’t be too inconvenienced.”

“Let me think about that – NO. And now I have a different concern. You want me to give you credit card information – and you guys seem to have lost my existing information. Why on earth would I risk giving you this sensitive information now? As a customer, I am now officially uncomfortable.”

“I’m sorry for the inconvenience.”

“Well, here’s what I think I’m gonna do. I’m going to hang up now and NOT give you the updated information. Perhaps you really have lost my information, and yet I still receive your XM services. You sent me that letter in June. It is now August. There doesn’t seem to be any hurry to get this new info, does it? So, I’ll gamble that my XM radio doesn’t get shut off – and if it does, then I’ll consider calling you back.”

“Uh, okay. Um…if you get a chance, call us from your car – or, uh… have a nice day.”


Any bets on how this might turn out?

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4 Responses to “Yeah, I'll Take That Gamble”

  1. Hula Doula Says:

    OH CRAP! I would have been PEEVED to say the least.
    So…did you grab the radio and throw it out of the car? Got to love customer service these days.

  2. Melanie - Holy Schmidt! Says:

    Ever consider that the letter was a hoax…Snail-mail-fishing, perhaps?
    Maybe you could cross-reference the number that was on the letter to the number given on XM’s official website just to make sure?

  3. bestfriendwendy Says:

    well, in case there is every any doubt that we are soul sisters, “does anyone fly this airline more than once?”

  4. jen Says:

    The incompetence continues to amaze me, although really, it should not. *sigh*
    We renewed our contract with ADT, for our home security system. It has always automatically come out of our account on the 20th of the month. Upon renewal I asked if it would still be taken out on that date, and was told “Yes. There will be no interruption of service or payment type.” Exact words!
    Fucking payment came out on the first. Usually this would be no big deal. But hubby was out of work for over a month and we blew through what savings we had during that time. So now we are a bit behind and doing the whole ‘paycheck to paycheck’ thing, and it screwed us up. I had a $500 check bounce as a result. I have, swear on my life…NEVER bounced a check before. EVER.
    I called ADT to ask “What the fuck?” And was basically told, “Well, the first is when you called to renew so that is when payment comes out.” I explained how I had asked about this etc…and she told me “Well, sorry. This is how we do things and I cannot change it.” *Click*
    AND SHE HUNG UP. *blink*
    No ‘I am sorry for any inconvenience.” No “Sorry. Have a good day.” Nada.
    To say I am a bit pissed off is an understatement….