XM offering two-days credit for downtime

Wednesday, May 23, 2007 at 7:57 AM
Tags: 2, XM

Satellite RadioAccording to the Detroit Free Press, XM Satellite Radio will give two-days worth of subscription credit for the recent outage in service.

"Subscribers who request a credit will receive one" by calling the listener care number at 800-967-2346, said XM spokesman Nathaniel Brown.

Since a typical subscription runs for $12.95 a month, a credit of 2-days would give you... a whoppin' 87 cents credit. I'll pass.

[freep.com]
Thanks Tim!

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Comments

Not much to an individual subscriber, but considering that there's over 8 million subscribers, if every one of them took the credit, that would be almost $7 million in credit given out by XM to its subscribers, not a small amount of money.

Plus, I didn't think XM would do anything at all to try and make up for what happened. It might be small and largely symbolic, but on some level I appreciate it.

I guess that is consistent with cable companies' policy when service is interupted.

I don't think you should be required to call - that just wastes the time of the customer service reps that could be handling new activations. They should give every customer with the two days credit.

I think it goes beyond what most companies do these days. Does the city credit you when the water main breaks? Does the electric company, the gas company or the phone company credit you? Does your cell phone company credit you when their cell site goes down and you can't get a signal where you normally can? I think XM's doing the right thing by at least offering it, even if most people won't bother taking them up on it. 24-28 hours of downtime in almost five years comes out to 99.94+% uptime, and isn't too bad in my opinion.

"They should give every customer the two days credit."

But what about those of us who understand that **** sometimes happens? Inconvenience? Yes. End of the world? uhhh...no. XM can keep my credit and apply that to further improving their operations.

I, for one, am willing to take one for the team...the 24 hour outage has reaffirmed to me exactly why I choose XM over ground-based radio; it sucks something aweful. after 45 minutes of FM junk, i switched back over to my XM...i'd rather watch my Inno's diagnostic screen showing me 100% BER's for a full day than listen to one minute FM radio.

Think about all the positive PR it would generate if above all the "XM Service Interruption" headlines we saw "XM Apologizes for Interruption, Will Issue Credit" The headlines alone would be worth the cost...take it from the advertising budget.

It's not the amount, it's the gesture. For most, sitting on the phone with customer services is not work the pocket change. At least they are offerering something...

Even with FIVE subs (Family Plan) I'm looking at about $3.12

Screw it.

Not worth my time on hold to get three bucks.

Plus, I DID get overnight reception from XM-4

Screw it.

XM radio should give everyone a 30 day credit for their false advertising of uncensored channels.

If they were going to do this, they should have just given it to every subscriber automatically. After all, they were all inconvenienced.

Making people call to get a whopping 87 cents is kind of insulting. I suspect they know damn well that most people won't bother with it because of the time wasted waiting on hold. This way they can say, "Well, we offered you a rebate. It isn't out fault if you don't take us up on it."

Why does every big company in America these days seem to operate like a crooked carnival worker? Why can't it just be that a company offers a product that people need and/or want at a decent price that insures a reasonable profit and stand behind it? Why does everything have to have tiny print attached to it (literally or figuratively)?

Why does every big company in America these days seem to operate like a crooked carnival worker? Why can't it just be that a company offers a product that people need and/or want at a decent price that insures a reasonable profit and stand behind it? Why does everything have to have tiny print attached to it (literally or figuratively)?
============

Check out this company: Wholefoods.com They have a unique approach to customers. WFM is currently my largest investment project (it was previously XMSR).

Also, Ryan, check out teslamoters.com They offer XM in their *SWEET* electric sportscars (which are faster than Lamberghinis!!!

WF

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