XM Radio Resumes Normal Levels of Service – But Its CRM Sucks

by Vinaya HS on May 24, 2007

in Technology

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You probably have heard about – or worse, experienced – XM’s satellite radio service conking out in the United States. For all those hard-earned dollars paid as subscription fees, you would be forgiven for thinking that XM could have put out a better press release than simply saying:

XM Satellite Radio has resumed normal levels of service for customers who experienced outages or significantly degraded service starting yesterday.

The problem occurred during the loading of software to a critical component of the satellite broadcast system, which resulted in a temporary loss of signal from one of the company’s satellites.

After you turn on your XM radio, please allow five to ten minutes to reacquire the XM signal.

XM apologizes for any inconvenience this has caused.

Do you think the company could have done better? What if it was AirTel’s or Hutch’s network going haywire down here and you had no connectivity for a full 24 hours?

Link:

Catch the full XM story here.

Update: Here’s Engadget’s take on XM’s response:

XM looks be trying to make things right with its customers after an outage put a crimp in its service earlier this week, although the company isn’t exactly going all out to make sure they stay on board. As compensation for any withdrawal symptoms customers may have suffered (those that haven’t already jumped ship, that is), XM has deemed it suitable to dole out credits for two whole days of service (yes, days) which, at the current rate of $12.95 a month, works out to about 87 cents. Of course, you’ll have to do a bit of work to pocket all that change, with a call to XM customer service at 1-800-967-2346 required to pry it from the company’s coffers.




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