Originally Posted by
SiriuslyScrewed.com
Hopefully everyone had a safe and happy Thanksgiving holiday and here are some things that make us a lot happier.
On Wednesday I finally received a call from SiriusXM Corporate offices in response to our efforts. Let me make this clear this was not the call center, this was SiriusXM Corporate. Below is what I was told in regards to the changes.
1.) They are working on ways of bringing programming back. This includes some of the more demanded stations like Backspin. They are currently reviewing several options to bring these back. The woman could not be more specific except to say they are very interested in keeping their loyal subscribers happy and enjoying the service. There are available slots on the service but these are generally reserved for Sports PBP. The current stations will also be tweaked to remove and add content. They were trying to blend channels and they admit this may have not been the best strategy. In an attempt to make everybody happy, they only managed to make the majority of people unhappy. She wanted to reiterate to me that they are listening, they are working on it.
2.) They continue to say the radio-edited content was and is an accident. When I pressed her she did acknowledge that the record label provides BOTH versions. Due to the recent layoffs and holidays it has been difficult to correct this as they are checking programming playlists one station at a time. They are also browsing through a massive music library. They hope to have all these resolved before December 14th. When I pressed her regarding family friendly packages and why all the edits were on these channels she had no definitive answer.
The second piece of good news comes from a Supervisor at the call center. I had a good 30 minute conversation with him/her. The supervisor asked I not identify him/her but this is what the supervisor was willing to share.
The rate of complaints and cancellations are at their highest volume EVER in the last two weeks. They have given out more free months of service than ANY previous time in their history. The Customer Service centers have experienced longer wait times than at any other time. This includes the previous record holder of December 26th, 2005.
Corporate has given them updated directives to deal with these calls on an almost daily basis.
There you have it. Our efforts are working but we can't let up. We have to make sure we hold their feet to the flame until they have provided what they just promised. The first being elimination of censored content, the second being restoration of previous content.
This is a positive step but we need to make sure they follow through.