SiriusXM: Hi, I'm the Sirius XM Virtual Agent. I'm here for you!
May I have your first and last name?
You: Fred Cube
SiriusXM: Thanks, may I also have your phone number, including your area code?
You: 000-000-0000
SiriusXM: Thanks, again. How can I help you?
You: When I try to use the mobile app, I am getting a message that says "We found your account, but your subscription does not include streaming"
SiriusXM: Okay, I can help you with that. Are you trying to log into your SiriusXM account? Or log into SiriusXM Streaming Radio so you can listen online?
You: log into streaming radio app to listen online from my iphone
SiriusXM: No problem. Follow this link to recover your SiriusXM Streaming Radio username and password. Did that help?
You: No
SiriusXM: I'll try to do better in the future. Would you like me to connect you with a specialist who can help you right now?
You: Yes
10:40 AM You're now chatting with Wesley.
Wesley: Hi, my name is Wesley. Thank you for contacting SiriusXM. Fred, let me access your account and help you to access the app.
You: Hello - I am trying to listen using the app on my phone. I am getting a message that I don't have streaming with my subscription
Wesley: In order to assist you with your request, I will need to access your account. For security reasons, can you please provide the complete address, including zip code?
You: ___ Omaha NE ___
10:32 AM
Wesley: That matches. Certain changes made on your account may result in us sending you an email confirming the changes. Is fred.cube@email.com your current email address?
You: yes
Wesley: Perfect. May I know you are trying to access the app with the username: fred.cube@email.com case-sensitive.
You: yes. i am able to login i am unable to listen since I get the message that my subscription does not include streaming (which I've used before).
Wesley: I get that. Your radio is now under Select Lite plan and this will not allow you to access the online streaming services.
You: When did that change - because I used it this morning, yesterday, a few days ago and so on? also - if I go to my contract agreement, it says that I have streaming.
Wesley: I get your concern. Do to [sic] technical glitch you were able to access this app. I have not heard from you in a while and your chat window shows you've been idle, are you still with me?
You: yes - I was wondering what was going on. Sorry.
Wesley: Let me explain this for you.
You: Can you point me to what exactly the "Select Lite" offers.
Wesley: There are 2 plans that is Select and Select lite. The select lite have same channels what Select plan have however it will not have any online streaming option.
You: ok - what is the regular price for "Select Lite"? I don't see it on your site.
Wesley: The regular cost for both the package cost $15.99/month + fees and taxes.
You: Select costs the same as select lite?
Wesley: Yes you are correct.
You: then why did I get switched to select lite?
Wesley: I see that your radio was under this same plan form Jul 29, 2019 after the free trial ended.
You: the select lite?
Wesley: Yes you are correct.
10:50 AM
You: ok so I did not want to pay the $15.99 after the free trial so I was going to cancel. The person I talked to offered me this for $5/month (plus fees/tax). But you're telling me that the regular price is the same as select lite. so after my special price ($5) goes away (08/01/2020) I will be paying $15.99 for a service that has no streaming but costs the same as the one that has streaming? Some people call me a stable genius.
Wesley: I do understand your concern however now my hands are tight [sic] and can not help you with the Select promo offer that you have now. If we make any changes then you will lose the promo offer.
You: no - I'm neither concerned nor asking for anything else. I am just trying to make sure I understand.
Wesley: I get that.
You: I'm not angry or demanding anything. I was just confused because I was able to use streaming until just now. it is seriously (that's how you're supposed to spell serious) no problem. I just wanted to make sure I wasn't doing something wrong. I do have one other request though ... If you get a chance, could you go down to the tech guys and ask them to reinstall that glitch. It would really be helpful for me. Thanks.
Wesley: Sure. We have already got few customers with the same technical glitch and have updated to your team. They are working on it.
You: Thanks Wesley - Although I think something is getting lost in translation. I'm going to go now.
Wesley: Thank you for understanding. Is there anything else that I can assist you with today?
1 comment:
Seems that the team needs to patch the technical glitch in Wesley’s logic circuit
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