Issues Activating SiriusXM Guardian

[Frank]

I bought my truck with 10 miles on it last weekend, plastic wrap and all. I went through the steps to activate the Guardian trial and the guy tells me they show someone else owns the truck. I said that doesn't make sense and he says "uh well 10 miles is a lot." He wants me to fax my bill of sale and just wait a couple days until someone does something with it. No option to scan and email, etc. Problem is my bill of sale is a 2+ ft long carbon form and the printing is slightly askew...that ain't going to fax and if it does they won't be able to read it.

I talked to Ram customer care on a separate issue and asked them about it while I had them on the line. They said their records have me as the only owner and maybe someone typod a radio ID at Sirius.

Has anyone else had this issue and is there a more reasonable way to fix it? I have a 1-800 number for Guardian given to me by SiriusXM Radio support that I might give a try if I find some time, but afraid I'm just going to get the same call center I talked to through the truck the other night. It doesn't seem like SiriusXM is putting near the effort into customer support for Guardian as they do for their other services.

 

[RamCares]

I bought my truck with 10 miles on it last weekend, plastic wrap and all. I went through the steps to activate the Guardian trial and the guy tells me they show someone else owns the truck. I said that doesn't make sense and he says "uh well 10 miles is a lot." He wants me to fax my bill of sale and just wait a couple days until someone does something with it. No option to scan and email, etc. Problem is my bill of sale is a 2+ ft long carbon form and the printing is slightly askew...that ain't going to fax and if it does they won't be able to read it.

I talked to Ram customer care on a separate issue and asked them about it while I had them on the line. They said their records have me as the only owner and maybe someone typod a radio ID at Sirius.

Has anyone else had this issue and is there a more reasonable way to fix it? I have a 1-800 number for Guardian given to me by SiriusXM Radio support that I might give a try if I find some time, but afraid I'm just going to get the same call center I talked to through the truck the other night. It doesn't seem like SiriusXM is putting near the effort into customer support for Guardian as they do for their other services.

I'm very sorry to hear this. Have you had a case open for this concern? If not, I would be happy to help! Please send us a private message.

Alison
RamCares

 

[phush]

Ask the Guardian Support person to do a full reset on your profile and do not try to log in for an hour. I had this exact same issue and it took 3 calls to get to the right person. For me it was caused by migrating my account to a different email address.

 

[Frank]

Ask the Guardian Support person to do a full reset on your profile and do not try to log in for an hour. I had this exact same issue and it took 3 calls to get to the right person. For me it was caused by migrating my account to a different email address.

Guardian Support is offshore and has a bit of an attitude problem both times I've talked to them. They refuse to budge and said my only option is to have the dealership fax the bill of sale that also won't fit in their fax machine. I've got a call and email into my salesman who was on the lot with a customer, I will see what shakes out there before bugging Ram again.

 

[phush]

Guardian Support is offshore and has a bit of an attitude problem both times I've talked to them. They refuse to budge and said my only option is to have the dealership fax the bill of sale that also won't fit in their fax machine. I've got a call and email into my salesman who was on the lot with a customer, I will see what shakes out there before bugging Ram again.

when you log into mopar.com and view "My Garage" does your new rig show up and what does the Guardian status on the right side of the page show?

 

[phush]

mine used to say inactive and I had the same issues you currently have.

 

[Frank]

when you log into mopar.com and view "My Garage" does your new rig show up and what does the Guardian status on the right side of the page show?

Yes, I removed my old truck and added the new to my Mopar garage. Ram also sees me and only me in their system. Guardian Status in inactive, and the "how to Activate" link just goes to https://www.driveuconnect.com/.

My VIN is solidly locked down in the backend system which is where the work is done. They claim it's a security issue, and I can see that. If I could call and switch any VIN then I could unlock doors and rob you. BUT at the same time their system is disjointed with Ram, they put the burden on the buyer to fix it, and they provide very inconvenient options and guidance to fix it. I had no problems changing my radio account over so either that system works or they aren't concerned about free radio.

 

[phush]

THIS IS THE EXACT ISSUE I HAD!!! Call them again and ask for a upper tier support person and tell them to reset/repush your profile sync.

 

[Jsrunnlus]

Someone they have yet to identify activated mine when my truck was purchased. Consequently the activation from the vehicle did not apply. RAM said it is a Sirius issue. Two calls to them, from inside the truck, resulted in getting that issue corrected. Then I am locked out of my RAM account. Sirius can't change it so directed back to RAM. When the Sirius person made a change they misspelled an item, which was then applied to the RAM account.

The only bigger headache has been trying to gt the rear step removed due to recall replaced.

 

[Frank]

Sounds like Ram needs to have a talk with their partner...

Did escalating to a supervisor connect you to someone in the United States? I've generally had good experiences with Sirius call centers, all US based as far as I could tell. Except that time I hacked my wife's Taurus to turn on factory Nav without being on the Nav VIN list....but sir your car doesn't have Nav!

 

[Jsrunnlus]

I have dealt with both Sirius and XM since before they merged systems and had an active subscription at the time this vehicle was purchased. The first issue arose from a "helpful" person activating the subscription and putting incorrect information in the sign up and deviating from the set up process. The second issue arose from identifying the incorrect information but it was left in the system and updated to the RAM account which made it unable to be accessed. Quickly learned calling support from the button inside the truck sped things up for identification purposes.

 

[Frank]

They have the VIN correct and know who I am. Other guy is named Charlie apparently.

 

[Jsrunnlus]

How well do you get along with the dealership? Go over and sit down with the salesperson and let them escalate it. They know that survey is coming...

 

[Frank]

150 miles away, not my normal dealer and they sell on price not service. I may call my regular guy here in town and see what he can do for me.

Update: Original salesman got a hold of me this morning and said they were on the line with Sirius fixing the issue. I'll give it another shot tomorrow morning.

 

[Frank]

I'm very sorry to hear this. Have you had a case open for this concern? If not, I would be happy to help! Please send us a private message.

Alison
RamCares

@RamCares I'm approaching my breaking point on this issue. My dealer called me to tell me they were on the line handling it with Sirius at 9a last Friday. Sirius still says nothing has been processed. I've been trying for 9 days now and keep being told call back and check tomorrow. I understand the need for security given the things you can control with this, but Sirius's administrative process around this is very amateurish. They have made it overly difficult to fix a problem that only exists on their end, yet the difficulty isn't because they are effective controls because I can still see ways to get around them.

Is there anything Ram can do to get Sirius to fix their records? Ram knows I bought the truck new, it's in their system.

 

[Frank]

@RamCares I'm approaching my breaking point on this issue. My dealer called me to tell me they were on the line handling it with Sirius at 9a last Friday. Sirius still says nothing has been processed. I've been trying for 9 days now and keep being told call back and check tomorrow. I understand the need for security given the things you can control with this, but Sirius's administrative process around this is very amateurish. They have made it overly difficult to fix a problem that only exists on their end, yet the difficulty isn't because they are effective controls because I can still see ways to get around them.

Is there anything Ram can do to get Sirius to fix their records? Ram knows I bought the truck new, it's in their system.

And as I hit Post a text came through from my dealer saying it's reactivated (I left a message asking status earlier today), and another text from Sirius showing activation. Hallelujah but for crying out loud. Now if you would let me reset communication to my TPMS sensors without the hassle of scheduling and dropping off for half a day at a dealer we would be in business.

 

[Brewbud]

I hope it is working for you now. I am glad my Sirius Guardian activated correctly. I bought a truck out of state and I am using it to track my truck on the way to me. I get to see how much they cry when I remove Sirius from my 2 other vehicles though. Heck, maybe all three other vehicles since it seems the sound quality has dropped.