I have been a paid subscriber of XM Radio since June 2004. For the most part I am very satisfied with the technology and programming. However, at the end of this month I will not be renewing. Sirius XM messed up. Here are the reasons I will be returning to terrestrial radio (AM/FM) in March.
- After XM and Sirius merged, they lowered the sound quality for online listeners and then had the gall to demand a higher monthly fee to get what was previously defined as part of the service. I paid for a 4 year renewal based off the high sound quality of their online offerings. After they lowered the bitrate, the music stations were unlistenable. Basically they went from near CD quality to AM radio quality.
- Poor customer relations. Channels were added and dropped and I never once got an email or letter. The only time I ever got an updated channel listing was when there was a bill. On a few occasions, I emailed stations asking what song they played at a certain time. Only once was any of my emails ever returned. Don’t ask your listeners to contact you if you have no intention of responding to them.
- The May 2007 suspension of Opie and Anthony for something a deranged homeless man said. The station is marked XL for explict language. That 30 day suspension was uncalled for and showed that XM Radio is a spineless company that cared more about the merger with Sirius than free speech.
- Call center in India is unprofessional. I have absolutely no problem with call centers in India. The majority of my experiences have been positive, but not with XM Radio. When I have called XM Radio, it takes forever to connect with someone. Once you get someone on the line, they have music blasting. I was able to overcome the Indian accent, but not with Snoop Dogg playing in the background.
- Call center in India deals with sensitive financial information. American laws protect my financial data on American soil. Although India has data protection laws, I do not feel comfortable that I am protected or have recourse if that trust is violated overseas. In other words, I will not be reading a credit card number to anyone that is not in America. Tech support, no problem. Financial transaction, no way.
- The most important reason is that XM Radio has fraudulently charged my credit card twice, lied to me and has not apologized or made peace with me. I was forced to cancel my credit card number and file fraud charges on them. The full details are on the post Filing Fraud Charges Against XM Radio.
- Seattle has at least three good commercial free radio stations on the FM dial. 88.5 has dance music, 89.5 has jazz when NPR isn’t on and 90.3 has a killer selection of indie music. There may be more good stations, but I haven’t ventured past 90.3.
There you have it Sirius XM. I predict your company will go into bankruptcy. When people like me that have been early supporters and die hard backers of your technology walk away angry – you have problems.
After you go through bankruptcy, fire Mel Karmazin, bring the call centers back to the States and emerge as a new company I might forgive you. Until that happens, you’re dead to me.
Photo by Tom Magliery