Getting more fed up. Just sent this email to Mel Karmazin:
Mr. Karmazin:
I recently wrote you concerning an update Sirius sent which has disabled a large number of Mazda OEM receivers. It has now been 2 weeks and we still cannot listen to Sirius in our Mazda vehicles. Honestly, this is unacceptable. I have been a loyal subscriber for over a year now and (currently) have 3 subscriptions (including the Mazda subscription). In other words, I'm a huge fan of your service. However, I am quickly losing faith in Sirius' ability to fix this problem. If this issue isn't resolved soon I know many people will be canceling their subscriptions--myself included. At a time when you're fighting for all of the market share you can get I'm sure that's not what you want to hear.
Let me explain exactly why I am so upset. I am not the only one who feels this way. The main problem--besides not being able to receive the service which many of us are paying for--is the lack of caring from Sirius. I also had written Jim Meyer (President of Sales and Operations--I believe) and Jim has been kind enough to respond to my emails and even called me on a Sunday. Jim is doing what it takes to keep your customers happy, however, that's where it has ended. The people on the customer support lines are clueless. I'm not trying to make them sound bad, rather, I'm trying to illustrate just how badly the bulk of your management has handled this situation. It's obvious to everyone affected your customer support representatives have NOT been informed on what's happening. They are still telling people to take their vehicle back to their dealership to have their receiver, "reset," something which is not even possible. Also, Michael Moore has emailed us twice now saying they're working on the problem.If he is sending out an email to us, why hasn't this information gotten to the people who are answering your phones? I find it hard to understand why this is happening.
The last email (on Friday I believe) from Mr. Moore explained they have identified a fix but wouldn't be trying it out until, "sometime next week." I'm not sure exactly what that means but it doesn't sound good. Why would it take so long to try out a fix? Has it not been tested properly (like the original update)? If so, why tell us there's a fix if there really isn't yet? After everything I have been told I do not believe much of anything I'm being told about this problem.
I have to wonder, if this problem were affecting the Sportster or some other popular receiver, would we still be waiting for a fix? Right now, us Mazda owners feel as if we've been left out in the cold. A formal announcement from yourself and/or some other REAL communication would go a long way to keep your unhappy subscribers from canceling their subscriptions. More importantly, getting this problem fixed right now would actually make us happy again. I don't know what's taking so long to identify and implement a fix. Two weeks (and counting) is WAY too long.
I, and many other people, have been extremely patient with Sirius throughout this ordeal. However, my patience is wearing thin. How about treating us like Sirius actually cares about us?
Rick Farmer
xxx-xxx-xxxx
