Krystal: Hi, my name is Krystal, Thank you for contacting SiriusXM. How may I help you?

MyName: hi there krystal

MyName: i got an email from you guys that wanted to know my preferences

Krystal: Hello [SOs name].

MyName: so i went onto your site and made an online account

MyName: this is MyName, not [SOs name]

Krystal: Sorry, Hello MyName.

MyName: i'm trying to find the page on your site where i put in my music preferences

MyName: having no luck

Krystal: I'll help you with that information.

MyName: thx

Krystal: MyName, you'll find the instructions in radio mannual.

Krystal: manual.*

Krystal: Would you like me to help you with any other information?

MyName: uhm

MyName: yes

MyName: how do i get the radio manual?

MyName: or, can you just tell me

MyName: since we're already here

Krystal: I'm sorry MyName, as on chat we don't have information about that.

Krystal: We have a special team that will help you with that. Let me give you their telephone number.

Krystal: In order to process your request you will need to call Listener Care Product Support at 866-463-5326.

Krystal: Listener Care is available to assist you Monday – Saturday from 8am to 11pm ET and Sunday from 8am – 8pm ET.

MyName: uhm

MyName: are you serious??

MyName: is there anything chat can help with?

Krystal: MyName, all the technical issues are handled by the above department.

MyName: so what CAN you help with?

Krystal: I wish I could do as on chat we don't information about that.

MyName: as chat

MyName: wow

MyName: this is frustrating.

MyName: i'm paying you money to tell me you can't help me

Krystal: I'm sorry to hear rhat.

MyName: yeah me too

MyName: please connect me to a chat supervisor

Krystal: I assure you that once you call them they'll help you with this.

Krystal: Sure MyName.

Krystal: A supervisor is needed to process your request, please give me a moment while I get a supervisor.

MyName: yeah

Krystal: Thank you.

MyName: what's the time frame for getting a supe?

Vinay: Hi, my name is Vinay, Thank you for contacting SiriusXM. How may I help you?

Krystal has left the chat.

Vinay: Hello MyName.

MyName: hi

MyName: i came to your rep krystal, and she seemed completely uninterested in resolving my issue

MyName: didn't seem to care at all

Vinay: My apologies for the inconvenience caused. I understand that there is a technical issue you with you not being able to submit music preferences.

MyName: i'm trying to tell your WEBSITE my preferences

MyName: cause i got an email from sirius

MyName: asking for my preferences

Vinay: I understand that from above.

Vinay: It is indeed required to contact the technical team at 866-463-5326 as that department is not available on this queue. I am really sorry for any inconvenience caused due to this.

MyName: so what does this chat do? what can it help with?

MyName: and i understand you're sorry for the inconveniences caused...i would like an assurance that you will talk to your rep about customer empathy and engagement

MyName: i have spent 3-4 years in call centers working to provide good customer service and it's really frustrating when i encounter CSRs elsewhere that don't seem to care about their customer

Vinay: I will definitely forward this feedback to the appropriate team. We pursue all feedback.

Vinay: We thank you for your support.

MyName: yeah, well i'm thinking of cancelling now

Vinay: I am sorry to hear that.

MyName: yeah so am i

MyName: can you have the tech people call me?

MyName: at [cell phone # redacted]

Vinay: I am sorry. We do not have the option to call or arrange a call through this chat queue.

MyName: so much for first contact resolution