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:
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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. 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. Onika (16:10:27 GMT) : For security purposes please provide me with the follow: Your address and zip code and email address? 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 (16:11:56 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 (16:13:29 GMT) : The offer is with our All Access package for $99 plus fees and taxes for 12 months. Everything will remain the same. Aneil Mishra (16:13:43 GMT) : Okay. Aneil Mishra (16:18:34 GMT) : I’d like to use a different credit card. 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. 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. |