I've been a big fan of XM Radio ever since my Acura came with satellite radio. XM was a life saver when I would drive to and from Jersey City when I was a managing director at Harrisdirect. I'd listen to ESPN, Comedy Channel, CNN, and all the different music stations. Some times the comedy channel was the only thing that kept me going while I was sitting in traffic on the Pulaski Skyway. When I started my home based business, I added a second radio in my office so I could listen to news, sports, and of course Springsteen once XM merged with Sirius.
That worked great until about a month ago. Instead of using some cash in the stock market or leave it in a bank to earn nothing per month, we built this great extension on the house which is now my office. Unfortunately I can no longer get a signal in my office because it is on the North Side of the house and the Southern part of the room is an interior wall.
So I logged on to my XM account but got nowhere with the help menus. Next I called into listener care which could do nothing to solve my problem, so sadly the only thing I could do was cancel my service since luckily for me, it was a little before my annual renewal. I had no issues with their customer care, they were professional and courtesy but they couldn't do anything with my signal problem.
However, I started to get bombarded with what I'm assuming is their save program. Now I love save programs, especially integrated direct mail, internet campaigns. I also think their approach for customers that left for other reasons would be quite reasonable, but don't they know I can't access their service? Why don't they know I called in to their listener care and they tried to help me but couldn't. Is it too much to ask to use data to segment out their list to people that left because they could no longer get a signal. And, why don't they know I'M ACTUALLY STILL A CUSTOMER WITH MY PRIMARY CAR RADIO STILL ACTIVE?
Why send me this smoking great offer? If you want me back why don't you send me emails with a different product, some kind of booster, or something that actually addresses the reason I left? Why don't they recognize I was a multi-unit customer with my other radio still active? Shouldn't that clue XM in that it really was a move of the equipment and not the price? I don't think that is too much to ask using modern targeting techniques.
XM, I still love you. Please turn off the email and direct mail campaigns and save those dollars for a real save. If you have a non-price solution for me, I'd be happy to turn the radio back on.