Sirius/XM: You’ve Lost our Signal

Sep

Written By The Center for Trustworthy Leadership

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Twice a year, I go through the same rigamarole with Sirius/XM, and I only have myself to blame. I should just cancel my subscriptions, but Karen depends on it to keep awake on her commutes to Campbell University, an hour each way.

By threatening to cancel, I am always offered a better rate than the regular renewal rate, about one-third, actually, or about $125 annually. Today, however, I learned something new, or that I’d forgotten from years ago. By continuing to threaten to cancel after the initial “exclusive rate,” I actually can receive even better rates, much better, in fact. The first updated offer was slightly more than half the “exclusive rate,” or about $77 annually. The second updated offer then became $2.00 for three months!

As Frederick Reichend wrote years ago in The Loyalty Effect and Loyalty Rules, companies should always offer their best/most loyal customers their best rates, as the cost to acquire a new customer is far higher than keeping an existing customer.

Thanks to way I’ve been treated today by Sirius/XM, they’ve lost one of my two subscriptions. Now, armed with better information, I’ll see if I can get them below $2.00 in December when Karen’s subscription comes up for renewal.

Those wanting the juicy details can read the transcript of my exchange today below:

Hi there,You recently chatted with one of our SiriusXM Chat Support Agents. Below is a copy of the conversation. If your question and/or concern was not addressed to your satisfaction, you may call us at 866-635-2349 from 8 a.m. – 10 p.m. ET Monday-Friday and 8 a.m. – 8 p.m. ET Saturday and Sunday. Thanks.

General InformationChat Start TimeChat End TimeChat DurationOperatorInteraction IDSep 08, 2020 16:09:25 GMTSep 08, 2020 16:28:30 GMT00:19:04OnikaINT-va1appis16-1599581365772-28341

ChatBot (16:09:26 GMT) : SiriusXM: Hi, I’m the Sirius XM Virtual Agent.

SiriusXM: May I have your first and last name?

Visitor: Aneil Mishra

SiriusXM: Thanks, may I also have your phone number, including your area code?

Visitor: XXX-XXX-XXX

SiriusXM: Thanks, again.

SiriusXM: Are you contacting us regarding your upcoming or recent renewal?

Visitor: Yes

SiriusXM: Let me connect you with a specialist who is better able to serve your needs.
Onika (16:09:41 GMT) : Thank you for contacting SiriusXM. My name is Onika. How may I help you today?

Aneil Mishra (16:10:02 GMT) : I either need to receive a special one-year rate as I have in the past, or I need to cancel my subscription for my Honda Accord.
Aneil Mishra (16:10:18 GMT) : E970Y2WZ
Onika (16:10:19 GMT) : I’m sorry to hear that you want to cancel the service. I’ll be more than happy to assist you.

Onika (16:10:27 GMT) : For security purposes please provide me with the follow:

Your address and zip code

and email address?
Aneil Mishra (16:10:37 GMT) : XXX Marcella Court
Aneil Mishra (16:10:40 GMT) :
Aneil Mishra (16:10:46 GMT) :
Onika (16:10:53 GMT) : Thank you for the information.

Onika (16:11:05 GMT) : Do you own ___?

Aneil Mishra (16:11:41 GMT) : Yes, but that is not the subscription I’m writing about. It’s for my other car.
Onika (16:11:50 GMT) : Please allow me one moment to look at this for you.

Onika (16:11:56 GMT) : Without considering the price, how have you been enjoying the services?

Aneil Mishra (16:12:18 GMT) : I rarely use it, but when my wife drives my Honda, she does use it and likes it.
Onika (16:12:48 GMT) : Glad to hear, you enjoy our services.

Onika (16:13:29 GMT) : The offer is with our All Access package for $99 plus fees and taxes for 12 months. Everything will remain the same.
Onika (16:13:36 GMT) : Like all of our plans, this one automatically renews and bills at then-current rates. You can cancel at any time. Let go ahead and have you signed up.

Aneil Mishra (16:13:43 GMT) : Okay.
Onika (16:14:07 GMT) : Please allow me one moment to make the changes to your account.
Onika (16:16:50 GMT) : I’m still working on this for you.
Aneil Mishra (16:17:01 GMT) : Ok.
Onika (16:17:29 GMT) : Let’s go over the details. The 12 month All Access plan you chose starts today. Your bill is $XXX.20 for the initial period, which includes fees and taxes. There is a credit balance of $1.07 from previous transactions, which brings your total today to $XXX.13. For your first renewal you will be charged $5.89 which includes fees and taxes. This charge may be prorated to align with the billing date on your account. Your service will automatically renew on September 08, XXX and renew every month at then current rates. You may cancel at any time by calling us at XXX-XXX-XXX. Your Customer Agreement, including the refund policy, can be found on our website at:siriusxm.com or you can request it at any time by phone. If there is an email address on your account, a confirmation of this transaction will be sent to that email address within 5 days. Do you accept these terms? And may I have your permission to charge your card ending in XXX now for $XXX.13, and for all future charges?

Aneil Mishra (16:18:34 GMT) : I’d like to use a different credit card.
Onika (16:19:01 GMT) : Sure, I’m going to send a link for you to have the card updated.
Onika (16:19:22 GMT) : /f updatepayment 110072170269
Aneil Mishra (16:20:34 GMT) : Before I say “yes,” what would be the cost to adding all access/computer access to the Lexus car?
Onika (16:21:35 GMT) : You do have the All Access package on the Lexus.
Aneil Mishra (16:21:56 GMT) : Got it. In that case, I’d just like to cancel the Honda subscription. Sorry about this.
Onika (16:22:03 GMT) : You’re currently on a promotional offer for $99 plus fees and taxes that ends on 12/23/20.
Aneil Mishra (16:22:11 GMT) : I’m just not using it in my Honda enough to justify two subscriptions.
Onika (16:23:42 GMT) : We don’t want to lose you as a customer you can get our select package for $4.99 per month for 12 months plus fees and taxes. You’ll get XXX+ channels With the option to stream on your smartphones, computers and tablets.

Onika (16:23:42 GMT) : Like all of our plans, this one automatically renews and bills at then-current rates. You can cancel at any time. Let go ahead and have you signed up.

Onika (16:24:17 GMT) : With fees and taxes it’s $77.23.
Aneil Mishra (16:24:28 GMT) : No, thanks. I’d just like to cancel the Honda subsrcription
Onika (16:25:25 GMT) : Because we value your loyalty and would hate to see you leave, you can get 3 months for $2 plus taxes with our all-access package that is like a trial subscription. It’s a huge saving versus the current rates.

Onika (16:25:26 GMT) : Like all of our plans, this one automatically renews and bills at then-current rates. You can cancel at any time. Let go ahead and have you signed up.

Onika (16:25:30 GMT) : With fees and taxes it’s $2.15

Aneil Mishra (16:25:52 GMT) : Please, just cancel my subscription.
Onika (16:26:42 GMT) : Okay, the service was cancel and the cancellation number is XXX-GDT-XXX.
Aneil Mishra (16:27:09 GMT) : Thanks!
Onika (16:27:35 GMT) : You’re welcome.
Onika (16:27:47 GMT) : Is there any thing else I can assist you with?
Aneil Mishra (16:28:28 GMT) : No, thanks. You’ve been very helpful.