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March 2009 Archives

March 1, 2009

XM radio hates me

I’ve been an XM subscriber for several years; we even have two radios — one in our minivan and one in my office that I listen to all throughout the workday. I very much enjoy their music selection.

I got an email recently that it was getting time to renew — would I be interested in renewing for a multi-year bundle? You can save a little money by paying the balance up front (vs. monthly); I didn’t mind giving a little money to cash-strapped XM in the hopes that it will help them stay afloat. So I renewed on a multi-year plan early last week.

On Friday, I was out all morning and first used my minivan XM radio mid-afternoon. It went to the “preview” channel, meaning that it had somehow been deactivated. Blast!

I was busy with work and running errands all afternoon, so I didn’t think about this until I got home and turned on the XM radio in my office. It exhibited the same behavior: only tuning the “preview” channel, indicating that it, too, had been deactivated. Gaahhh!

I tried logging into the XM web site to see what was up, but it was refusing my login (“the XM system is having problems; please try later”). So I called XM and asked what was up. After a very confusing conversation, the support rep said that a supervisor would be calling me back between 24-72 hours later (which seems like a really odd timeframe). In the meantime — no XM radio. So sad. ☹

I finally got a call Sunday evening: the minivan radio had been fixed (I tested it and it works again), but my office radio had not. I can login to the web site now, but it only shows the car radio — it doesn’t show my office radio. I’m waiting for yet another call back from XM to figure out how to fix that.

I asked the rep this evening what the cause for these problems was. She gave me a very confusing answer that led me to believe that the fact that I renewed (somehow I apparently changed plans in the process?) caused a 24-72 hour delay in processing that deactivated my radios in the meantime. Very, very frustrating.

Seriously, for a cash-strapped company like XM, they should not be offering promotions like this and then cutting off service for multiple days to long-time/loyal listeners while they “upgrade” your service.


March 5, 2009

Happiness and Sadness

I have my new Blackberry. Happiness!

I have to return my old Blackjack to Cisco for erasing and recycling. Sadness (I cannot just throw it off a roof — or perhaps something even more creative — that would have been happiness).

XM still hasn’t fixed my second radio yet — no XM radio at work since last Friday. More sadness.

XM promised me on Sunday that they would call me back about my second radio, but they hadn’t yet. So I called them today. After sitting on hold for 30+ minutes, I finally got a very friendly and helpful representative. She unfortunately could not do anything to help my second radio not working (apparently it was deactivated off my account — I have no idea why), so she promised — very earnestly — that she would bump this to her supervisor and try very hard to get him to call me back today. I do believe she was honest and genuinely trying to help (and she was actually quite apologetic and sympathetic), but I got the same speech on Sunday. So we’ll see what happens.

Perhaps because she felt bad for me, she bumped me up to a “lifetime” subscription for the Honda-built-in XM radio in our minivan. It was only a few $ more than what I had just paid to renew it for 3 years anyway, so it was a good deal. Let’s hope XM stays in business long enough to make that worthwhile! ☺

March 7, 2009

XM hates me a little less

So the XM saga is over… at least for now. My XM account has been restored and I can listen to my radio again.

As probably was to be expected, I did not get a call back from my previous call to XM support (despite promises from the helpful XM rep that I spoke to). So I called again today and sat on hold for 30+ minutes. I finally got a rep who re-activated my radio on the spot. He also gave me a month’s worth of credit for my lost time and to cover the rest of my existing subscription that should have been on my account. He also signed me up for 2 more years on my office radio (which is what I tried to do over a week ago).

Why on earth couldn’t the other XM reps that I talked to do that? Why did I have to be offline for over a week? Extremely frustrating / disappointing. ☹

About March 2009

This page contains all entries posted to JeffJournal in March 2009. They are listed from oldest to newest.

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