XMRadio Customer Service FAIL

by kevin on July 16, 2010

I have lost my login informatio to my XMRadio account online.   No big deal.   I will go to the site and have it sent to me.    I go to their site and click “Forgot Password”.   The next page is a form asking for your username and they will send a new password to the email address on the account.   Simple enough – except I have forgotten my username too.   Oh, but there is hope!!  There is a link to find out your username.  Perfect!!!   I click on that and it asks me for one of the Radio IDs on the account and it will email me the username to my email address.  Done.

I get the email and it lists my username.  Great.  I go back to their site and click “Forgot Password” again.   This time I use the username from the email and hit the button.   Oh.  Error.   That username is not valid.   uh???  How is it not valid if you just sent it to me when I asked you for it.    Fire off an email to customer service.

Dear Mr. Meyer,

Thank you for contacting XM. Unfortunately, we were unable to locate your account using the information that you provided in your email.  If you could please email us again including any of the following: your XM account number, your Radio ID (found on Channel 0), or your address and phone number, we would be happy to assist you.

We are committed to providing you with the best in customer care.  You can always manage your account 24/7 by visiting our website at www.xmradio.com.

If we can be of further assistance, please feel free to send an additional email or you may contact a Listener Care Representative directly at 1-800-XM RADIO (800-967-2346).

Thank you,

Gwen
XM Email Listener Care Team

Um, OK.   I gave you the info your website gave me when I gave it the RadioID.   But I will send that to you and maybe you can help.  I replied to the email so the entire email thread is available.   The next (and only other response I get):

Dear Mr. Meyer, Thank you for contacting XM. In response to your inquiry, our records indicate that your eCare account is active. Please visit listenercare.xmradio.com or ecare.xmradio.com and enter your username and your password. If you do not remember your password or username, click on the “Forgot your password” Or “Forgot your username” links on the website. Please let us know if you need further assistance. We hope you are enjoying XM’s 100% commercial-free music and entertainment programming. We are committed to providing you with the best in customer care. You can always manage your account 24/7 by visiting our website at www.xmradio.com. If we can be of further assistance, please feel free to send an additional email or you may contact a Listener Care Representative directly at 1-800-XM RADIO (800-967-2346). Thank you, Harvey XM Email Listener Care Team

Are you kidding me Harvey?   The whole point in my contacting customer service was that the website could not help me and I just wanted to change my email address.      XMRadio Customer Service: FAIL

Thanks for not being so helpful.

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