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XM radio wins, then fails

February 22, 2012


Sirius XM radio is not my friend anymore.

I broke up with them- a result of economizing and lack of usage. It wasn’t a friendly break-up.

It started out nicely. They kept me going for almost 6 months with incentives to continue the service. I thought it was a great customer retention strategy. When I first tried to cancel, they offered a discounted price for 3 months of service. I said no, thanks. They offered a better price. I said no again. They offered 3 months free. I said yes- why not? This happened twice- each time when I tried to cancel.

At the end of the second 3 months, they billed me about $80 for the following quarter. I sent back the bill asking for the account to be cancelled instead. They started calling my cell phone. The first time they called, they said, “are you aware that there’s a remaining balance of $12.99 on your account?” I cleared that up by telling them I was cancelling my service, and owed nothing. They said I’d have to call a different department to deal with that. So I thought, that’s ok- they’ll see my cancel request in the mail, and sort this all out.

They started calling my cellphone a few times a day. Then 4-8 times of day. Sometimes as late as 9 or 10pm. Each time, with the same, “are you aware…” Over, and over, and over. This happened over a period of several weeks. Every time I’d get home from work and try to call, they would be closed. Finally, I got through- and told them, the calls need to stop. I owe you nothing. You are harassing me. They said, so sorry- we’ll put you on the ‘do not call’ list, take the charges off your account-but it may take a few days.

Several more weeks of stalking followed. The 888 number popping up on my cell phone at all hours of the day- until in frustration, I’d pick up and say, ‘stop stalking me!’.

Eventually, it did stop.

But it was harassment- seriously so.

Clearly, they are desperate to keep subscribers. Early on, the great offers were a wonderful way to surprise and delight, and keep me going- it actually kept me on the service for 6 months longer than I intended. The endless calls with telemarketers that had no idea that I’d already been called a zillion times, were just about the most abhorrent telemarketing onslaught I’ve ever encountered. When I asked one of them why they kept calling, he said, “I’m sorry- a number just pops up on my screen and I have to call it”. They have no idea of the history, of the customer, of the situation. A number just pops up.

This is the antithesis of everything we stand for when we talk about customer service. It’s not going to win anyone back. You have to wonder what XM’s marketing department thought they were going to accomplish in the long-term, by bilking people out of $12.95 as final hurrah, as they sever the relationship. I can picture a bunch of marketing folks in a room, trying to come up with creative ways to make the quarter’s sales goals.

Not a good way to go, Sirius XM, not a good way to go.

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