by Ryan McKeen
Treat clients right in the first instance.
I subscribed to Sirius satellite radio in 2004. I ended my subscription in August of 2010. For a number of years, I had 4 active subscriptions on my account. Throughout my subscription I was satisfied with the content.
In August, I cancelled my subscriptions.
The radio in my wife’s car stopped working. My brother gave me a replacement radio that he was no longer using. On a warm summer day, I sat in my driveway and called Sirius to activate my radio.
Much to my surprise the voice on the other end told me that it was going to be an additional $15 to activate the radio in my wife’s car. When I bought my wife a subscription, I had paid $15 to activate her account. Now, Sirius XM wanted another $15 to activate a replacement radio.
I balked. The “customer service representative” told me that he could reduce the fee to $12.50. I balked again. He then said “$10.00. I balked. He said $7.50. I balked again. He said $5.00. I balked again. He said $2.50. At this point, I said fine.
The call left a bad taste in my mouth.
The next day, I called to cancel. The representative first offered to remove the $2.50 charge from my account. I told him that I wanted to cancel. He then offered me a year’s subscription at half off the price. I said that I wanted to cancel. He then offered me a 5 month subscription for $20. I told him that I wanted to cancel.
Finally, he let me cancel both of my subscriptions and refunded me the amount that I had already prepaid on each of my accounts.
Every time he lowered the price, I got angrier. Stupid was me for paying full price all of these years. Sirius was taking a good customer for granted.
Since cancelling, I’ve received a number of phone calls and letters from Sirius XM begging me to come back. They’ve offered “free activation” and cut rate subscription prices to me. Each time their mail has gone in the trash.
Had they treated me right in the first instance and not tried to hit me up for another activation fee I would still be paying full price for two subscriptions.
Instead, I’ve discovered WNPR which I’m ashamed to admit that I had never really listened to before. I’ll be taking the money I used to spend on Sirius and donating to one of their pledge drives.
Horrible customer service has caused me to trade Howard Stern for John Dankosky and my pal, Colin McEnroe. In early January 2010, I was as aware of McEnroe’s show as he was of my blog. Now I’m a daily listener.
Clients have choices. Don’t take good clients for granted.