XM Blunder
January 14th, 2009I recently had a bad experience with XM and realized how it really changed my impression of the company. A few months ago I purchased a new Honda Accord that happened to come with an XM receiver. I really enjoyed the satellite radio service during my free 90 day trial offer.
A couple of weeks after my trial expired I received a direct mail piece giving me a special offer. I was standing in my kitchen reading the ad when I got a call from an XM telemarketer. My initial response was “damn, these guys are good.” I decided to go ahead and get the paid subscription by verifying my info with the telemarketer. Things were going fine and we were almost done with the call when all of a sudden “drop” the call ended. Ahh crap I thought, but then I looked down at the direct mail piece and figured I’d just call them back and finish the process.
I called the 800 number on the card and started speaking with the nice gentleman on the other end. I explained to him what happened and he checked the computer. There was no record of the transaction I had begun. I was a little irritated but hey thing happen, no biggie. So we started the process again. When we got to the end it became apparent that this inbound telemarketing rep had no information about the special first 90 days for $5 special that was plainly printed on the marketing piece I held in my hand. I nicely explained to the man that I wanted the promotional price. He said he would make a note of it and it was billed for the full amount to call them and straighten it out. Wait, I am supposed to call and straighten it out when your company screwed up? ooookay!
So after leaving my car with the ignition on in my driveway for 1 hour, I finally had my service back up and running. The car has to sit with direct line of sight to the satellite to reset. Makes sense to me but I’m glad I live in a good neighborhood.
All of this left me a little irritated with the company but I knew I would get over it quickly. Unfortunately for XM they decided to call me no less than 5 times over the following few weeks asking me to renew my subscription!!! These calls continued after I told them I had already subscribed.
This is a brand that I had a very positive opinion of before my actual interaction with them had begun. In one fell swoop I have lost a great deal of respect for the company and will have a harder time recommending them to others. I just hope that my peers stay vigilant in all our client and vendor touch points to ensure a positive experience. It doesn’t take much to tarnish a strong reputation.
