Tech Support Number

[esrosen]

Derek Serianni,

Please send me a number to call so I can talk to you. I opened a ticket 23133 on the 26th of November and have heard nothing in over two weeks. In this forum I have gotten a few posts from yourself and David, but nothing is resolved.

This is too slow a process. I need to know if the radio is defective or not. The channels do not load. I have been staring at "Waiting for Channel Load" for weeks. The signal strength is good, since I stuck the antenna out the window. There are no drop outs and it is reported consistently at 66%.

Sirius has no idea how to help me or even what kind of radio I have. Each time I explain the situation, they have never heard of you and do not know what to do. I get put on hold and then end up transferred to someone else or disconnected.

I do not know where I go from here.... At this point, I am fairly convinced it must be the radio that is defective. I was listening to 184 for over an hour and Sirius sent numerous activation signals, none of which had any visible effect on my unit.

Now, I can't even get through to your support site for an RMA. Sirius' last piece of advice was to call Kenwood (Directed Electronics) support number, but I suspect they won't have any idea on how to help me either.

Eric

 

[dserianni]

I believe I already forwarded your ticket to our RMA group to arrange for a replacment.

I know that the person taking care of that deparment had to leave for a funeral out of town.

He may not be back yet.

I will follow up later today on the status of this for you.


Our plan is to send you out a new radio.......


Derek

 

[esrosen]

Thank you. The not knowing and inability to contact anyone directly is as I'm sure you can imagine very frustrating.

 

[dserianni]

I can certainly understand the fustration.

Derek.

 

[esrosen]

When should I expect the new radio? I assume I can tell Sirius to switch my subscription to the new EIN number.

 

[dserianni]

The RMA department will let you know when the new unit is shipped out.

Sirius will happily change the radio ID at no charge.


D.

 

[esrosen]

As long as I am up and running before the 9th I'll be happy. I hope they test the replacements before sending them out. I don't want to go through this again. The person in Sirius Backstage that went through 11 Directive Kenwood connect units freaked me out.

 

[dkieffer]

We do indeed test equipment before it goes out the door. For RMA exchanges we test 100% of the time - so we can really tell if it is an equipment problem or a PC problem!

I don't think we've ever come close to someone needing to do 11 exchanges with us! I think 3 is the most and that happened once or twice.

I'm going to check on your ticket right now - you should have a response to your ticket in your inbox. Things will get moving on Monday for you. Thanks for being patient.

David K.
Time Trax

 

[esrosen]

You sent out the new radio with no instructions on how to reactivate TimeTrax. The old key is no good and there was no new key in the box.

 

[dserianni]

I replied to your support ticket. Use your original activation key that was sent to you.

Derek