A letter to Sirius Customer Service, Investor Relations and CEO...
Dear Customer Care:
Let me begin by saying that I am a fund manager, former shareholder and current subscriber of Sirius Satellite Radio. My experience as each has been less then satisfying, to say the least. My experience as a subscriber highlighted a neglect for customer service, which I viewed as a red-flag as a shareholder.
I have enclosed your latest communication to me, dated nearly one month ago, regarding my request for service on the S50 I purchased at year-end.By way of background, the unit functioned properly for all of two months, but thereafter, was unable to record or playback recorded music. While it does still receive satellite radio (for now), my entire rationale for purchasing the S50, and choosing Sirius over XM, was the recording functionality of the unit. Note that XM now has at least two units with enhanced functionality, so these additional options will indeed come into play when my current contract with Sirius expires. Also note that if I had not pre-paid for the entire year, I would have already canceled the service in all likelihood.
My advice to Sirius and to Mr. Karmazin is to invest in customer service. The company's hold times are unbearable, and the representatives are uninformed or uneducated. Good programming may drive growth in the near term, but in the long run, is not enough to retain your subscriber base.
You can start by replacing and/or repairing my S50. During my first call with customer service over a month ago, I was told to send the unit in, but was not given a mailing address. I was then informed that Sirius was overwhelmed with backorders, and that I would be notified in a couple weeks of when and where to send the unit. I'm still waiting.
Best regards and best of luck,
And follow up email, several months later...
I have now been on hold for nearly an hour waiting to speak with a representative. The last communication i received from sirius was via email in early august. Weeks after my initial call. I've since written a letter to customer service and investor relations. Not surprisingly, i have yet to receive a response from sirius. That letter is attached for your reference. As an update, the radio now does not function at all.
A quick search online reveals that there are no inventory problems with the s50, as countless vendors continue to hold them in stock. It is unacceptable to tell current customers that you are out of stock.
I will ask again, to repair my existing unit, or replace it. If you can not do this, i will expect a refund for the purchase price of the unit as well as my subscription costs. Again, if you can not resolve this issue, i'd prefer to cancel my subscription.
Please contact me in a timely manner with an update. You can call me, write me or email me. Just contact me.
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