Over at Simplenomics, Mike Sigers takes on Sirius XM radio in An Open Letter to Mel Karmazin, CEO Of Sirius XM Radio, and reports an abysmal customer service experience. He reports that, in the weeks since his original post, no one from that corporation has responded to his blog post. Meanwhile thousands of readers have read his posts on the topic.
What’s that old saying? If you’re not part of the solution, you’re part of the problem?
Of course, now that Sirius and XM have merged, there’s not a lot of competition to keep them on their toes, is there?
Meanwhile, I’ve had a positive interaction with tech support at Garmin. Over the holidays I gave my wife a Garmin GPS for Christmas. (Ask her to tell you about the multiple times she’s taken school kids on field trips and gotten lost.)
Two weeks ago, I wanted to attend a Toastmasters Area speech contest on the other side of town. The address was 1124 IH-35, yet every time I keyed it in, it kicked out a different address 20 miles north on the same highway.
I went to the Garmin Web site and sent them an e-mail over the weekend. On Monday, I received a response, but wasn’t able to reply for several days. When I did, my responses were returned within a day, once or twice within minutes. Solution, don’t use the USPS standard of putting an “H” in the address. Just key it in as “I-35,” not “IH-35.”
I wound up having a nice experience interacting with the folks at Garmin.
Problem solved and now, when someone asks about the difference between, say Garmin and Tom Tom, I can relate a positive experience.
Meanwhile, after reading Mike’s post, I am less likely to invest in satellite radio and more likely just to keep updating my iPod.
Once again, if, like Sirius XM, you don’t participate in the conversations in the blogosphere, Twitterverse, and various Internet forums, etc., you’re losing customers since you’re missing the opportunity to engage in service recovery. Your lack of participation is also helping prospective customers form, shall we say, “less than postive” opinions of you.