SiriusXm satellite radio is on the same road as cable television. Horrible customer service with a penchant to lie and cheat. Cancelling service becomes a reasonable option. The call center in the Philippines is good at reading scripts but they seem unable to listen.
SiriusXm Rivals Cable For Bad Customer Service
There are some nice features to satellite radio. When it comes to music, the options are nearly limitless. News and information stations are abundant, and SiriusXm covers sports like a blanket.
The cost is high. Nearly $200 a year for a standard radio package. More when sports or premium channels are added. With the baseball package, it’s possible to listen to every game all season. Same is true with hockey. With multiple channels, every game is streamed live.
The problem with Sirius, in addition to the confiscatory rates, is the absence of customer care.
A call to customer service gets a sales pitch. The Philippines call center has agents that read scripts. The dialogue is filled with comments like, “I’m sorry” and “I understand”. Nothing gets done until they make a sales pitch.
The foundation of SiriusXm is centered around their exclusive channels. Included is Howard Stern. Stern received a one hundred million dollar contract to move his syndicated program to SiriusXm. He brought 6 million new subscribers with him.
SiriusXm is a unique product. There’s a problem. Since the merger with XM radio, they are the only satellite radio service available in the United State. In the real world, that’s a monopoly. Satellite radio and cable television are not affected by monopoly laws.
The Consequences Include Poor Customer Service
Most have experienced the headache of dealing with the cable company. Consumer advocate of radio and television, Clark Howard, calls it customer no service. SiriusXm is right there with the cable companies.
Calling the service center for help will cause perfectly sane people to actually try to reason with the customer service representative. When it’s over, they’re no longer sane.
In the case of SiriusXm radio, customers often end up ordering something. The deal sounds good, but it’s not wanted. It’s a deal that is suppose to cost nothing. It ends with a new radio, or whatever happens to be the special that day. The original call’s purpose had nothing to do with wanting or buying a product.
Eventually the product is returned, and the refund is received. The ordeal ends up costing nothing. Nothing except time, aggravation, and the bitter taste of knowing the customer is not alway right.
Satellite radio, like cable television has no need for happy customers. They want only paying customers. The service they offer is unique to them. and customers have but two choices. Pay for it, or go without.
The harsh truth about satellite radio is their market includes more than 30 million subscribers. It is a big, publicly owned company and management’s only concern is stock values. When there is no competition, customer service is secondary to making money.
For all those who have experienced the harsh reality of satellite radio’s customer service, take solace in knowing technology is improving. It is possible to stream nearly anything from a SmartPhone via bluetooth to your car radio.
People can stream their favorite music using the free Pandora app. Stream to a speaker, like a car radio. Those using satellite radio to hear sporting events are still stuck. Sort of. Your local station that carries the game may have an app. Try it. Stream it live to the car radio.
There is another option for sports lovers. Using a SmartPhone or tablet, and a cellular signal hotspot along with a favorite sports channel subscription, the game of choice is available in video.
As for cable, their days are numbered. At least in terms of a monopoly. The dish option works for some, but fiber optics will soon change the industry for ever. Google is investing to get it done.
SiriusXm satellite radio has proven that without competition, the customer suffers. Both in service, and cost. Using outsourced customer service unwilling to listen, the perception is, cheating and lying are approved. Couple it with outrageous rates, and we know that with the first glimpse of an alternative, 30 million subscribers will start to cancel.
Questions or comments? Leave them in the comments section an we’ll talk. —Robert