I had an experience with Sirius satellite radio and their subpar customer service. The issue was with a home radio not detecting an antenna. I ended up getting bounced around after sitting on hold for 30 minutes. Sure, its me complaining so what? But a search online and will find thousands of complaints. That isn’t a good thing.
When a search for “sirius customer service sucks” shows over 17,000 results there is something wrong. One thing I’ve always loved was when companies like this get active on message boards and blogs to answer customer issues. Also, when a customer service or tech person fixes something put up a website to help others with the same problems find a solution. You’d save your company a lot of calls and create a better relationship with your customer.