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Thursday May 17th, 2007 2:45 PM by Big Head Rob  
Filed under: Scandals, Radio

xm.jpgWe just called the XM satellite radio service number, posing as a customer who wants to cancel. After waiting on hold for over 45 minutes, we spoke for about 10 minutes to a customer service representative who offered us a 30-day credit, if we’d stay with the service. We declined, and then decided to ask for an update on the number of people who have cancelled their subscriptions since Opie & Anthony were suspended.

“I can’t tell you that,” the rep said at first.

After we tried out a few more ways of asking the question, she said that managers have told reps not to mention the number.

“Why?” we asked.

“They want us to pretend it’s business as usual around here.”

“So, they want you to lie?” we asked.

“Yes,” she replied. “The numbers are really bad.”

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  1. 28 Comments to 'XM Telling Customer Service Reps to Lie About Cancellations'


  1. 1. Ummm, Yeah said:


    What? So you’re telling me that at no point did they as for an account number or check your name against the list of subscribers? And then they offered you a credit??? HA! Right.

    It’s well known that those phone calls are recorded (they even tell you this), so I doubt any service rep would truly say what you claim they said.

    Sad, Rob. Sad.

    posted May 17th, 2007 at 3:27 pm | Quote

  1. 2. Jeff said:


    LOL. above poster give the rubes at XM WAY too much credit.

    posted May 17th, 2007 at 3:55 pm | Quote

  1. 3. Steve C. (not Carr) said:


    Perhaps Rob is already a customer and was simply posing as one who who wanted to cancel. How hard is that to understand?

    posted May 17th, 2007 at 4:12 pm | Quote

  1. 4. Ben said:


    said just about the same thing to me when i cancelled my sub

    posted May 17th, 2007 at 4:12 pm | Quote

  1. 5. Sassy Spiers said:


    Great scoop!

    posted May 17th, 2007 at 4:18 pm | Quote

  1. 6. Mary Ann Ankle Bracelets said:


    Brilliant investigative journalism! Keep up the good work, Rob.

    posted May 17th, 2007 at 4:19 pm | Quote

  1. 7. :) said:


    Plus, Rob’s sexy when he’s investigating.

    posted May 17th, 2007 at 4:23 pm | Quote

  1. 8. Leola Lovehandles said:


    Rob is sexy no matter what he does! YUM!

    posted May 17th, 2007 at 4:23 pm | Quote

  1. 9. Ummm, Yeah said:


    Wow. The Army of Aliases attacks!

    No, really guys — how is that Rob would be offered a credit if he wasn’t even a customer already? He admits they spoke for 10 minutes, yet in that time the customer service rep didn’t think to ask, “Hey, are you even a subscriber?”

    Has anyone considered that Rob might be making this up? Like he did that picket line outside the Blogger HH a few weeks back?

    posted May 17th, 2007 at 4:43 pm | Quote

  1. 10. Leola Lovehandles said:


    Rob doesn’t make things up! He’s an important journalist for crying out loud!

    posted May 17th, 2007 at 4:48 pm | Quote

  1. 11. curiouser said:


    Some people need to get a sense of humor. Well, one person in particular.

    posted May 17th, 2007 at 4:50 pm | Quote

  1. 12. J.L. said:


    Roosh loves it here. Too bad Rob won’t ask him to be an intern.

    posted May 17th, 2007 at 4:50 pm | Quote

  1. 13. This story is true said:


    Guys, calm down.. you can call XM and talk to them without an account number or radio ID. I was told a story similar to the one posted here when I called two days ago. The service rep said they were overwhelmed by the sheer number of phone calls.

    posted May 17th, 2007 at 4:57 pm | Quote

  1. 14. Tape the calls! said:


    Not that I don’t believe this, but someone seriously needs to get one of these calls on tape. Just beep out the person’s name or something. They tape all their phone calls, so why don’t we? I put over 2 hours on my cell phone in the last 2 days just to cancel my account.

    posted May 17th, 2007 at 5:04 pm | Quote

  1. 15. Plusser said:


    It’s illegal to record calls without informing them…They will not talk dirt, if they know they’re being recorded.

    posted May 17th, 2007 at 5:13 pm | Quote

  1. 16. CALLS RECORDED said:


    Assuming they are recording ALL calls, there’s no way they could ever listen to them all. Just not possible to cover that many calls unless they had a 1 to 1 CSR to Phone listener.

    Digg this story to the major papers… FIGHT for freedom of speech!!

    posted May 17th, 2007 at 5:21 pm | Quote

  1. 17. Rob deserves a Web Award said:


    For uncovering this story!

    posted May 17th, 2007 at 5:24 pm | Quote

  1. 18. S.B. said:


    Don’t forget for being sexy.

    posted May 17th, 2007 at 5:25 pm | Quote

  1. 19. S.B. said:


    And smart.

    posted May 17th, 2007 at 5:25 pm | Quote

  1. 20. Ummm, Yeah said:


    Wow. As if this is a freedom of speech issue, morons. The American people only have freedom of speech insofar as the GOVERNMENT cannot restrict it. Private corporations are not held to the same standard. Therefore, XM can ban whomever they want.

    posted May 17th, 2007 at 5:25 pm | Quote

  1. 21. Jeff said:


    And we can cancel, asshat.

    posted May 17th, 2007 at 5:29 pm | Quote

  1. 22. Liz Smith said:


    Big Head Rob is a great defender of Free Speech! Again Rob has taken a noble cause and has used his considerable clout and influence to make a difference. You did it again, Rob!

    posted May 17th, 2007 at 6:43 pm | Quote

  1. 23. Wasserman said:


    This site represents what we in the late 90s called civic journalism. Kudos.

    posted May 17th, 2007 at 6:51 pm | Quote

  1. 24. Blake Thompson said:


    When I cancelled yesterday I asked if anyone else had and she thought for a few seconds:

    “umm… hmm, there were maybe a few earlier today.”

    then I laughed at her and told her not to lie to me.

    posted May 17th, 2007 at 7:43 pm | Quote

  1. 25. Masked Blogger said:


    Wow! What a great story, Rob! You should get a Pulitzer for this!

    Sorry. I just thought I’d try and get in on the sock puppet fun.

    posted May 17th, 2007 at 8:07 pm | Quote

  1. 26. Tella Eve said:


    Roosh is mad again. Tee hee.

    posted May 17th, 2007 at 8:14 pm | Quote

  1. 27. ScL said:


    I cancelled my two subs yesterday after a combined hour and 15 minutes on hold. Spoke with a rep in Canada who said he could no longer give anything free away but implored me that XM had heard everyone loud and clear. I cancelled anyways, on a side note if you don’t turn your xm radio on for a month or two after cancellation chances are you can listen for free for life. Check out wiki for details.

    posted May 17th, 2007 at 10:13 pm | Quote

  1. 28. Racy said:


    Rob’s not making all this up. It’s in the mainstream press too.

    http://www.latimes.com/business/la-fi-shockradio17may17,0,5876487.story?coll=la-home-business

    posted May 18th, 2007 at 10:34 am | Quote

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