Building on my last post about SiriusXM and my recent experience with their customer service apparatus I can now say, although the service is polite and efficient clear communication is not a forte.
My ability to stream SiriusXM music (or anything on the service) was locked in error (by the ) with the latest version of the SiriusXM app. This was confirmed by customer support.
I was told fixing it was a priority so naturally when it was not resolved by bedtime yesterday I assumed I would wake up to an operational service.
Third Follow up
You guessed it, this was not the case leading me to a third interaction with customer service in the morning. This time the cause of the problem was not acknowledged and I was told technical support would contact me within 24 to 48 hours.
This change in the story was not impressive. I received no follow-up but the issue was fixed in the mid-afternoon shortly after I submitted feedback complaining about how the service was down for over a day, Not sure if this had an effect.
I noted in my feedback how the support was inconsistent, initially seeming open and upfront slowly reverting to the more typically – know nothing, can’t help
Using the Opportunity to Build Customer Loyalty
Mistakes happen, problems are a great opportunity to prove to your customers that you care. Resolution may take time but clearly telling all you know continuously until it is resolved works almost every time relative to avoiding frustration.
Everyone accepts the world is not perfect. Getting straight forward responses that ring true obviously is not the same as having problems fully solved however it does go a long to reducing anger and frustration.
Based on my first contact with Sirius I sensed they understood this, and did care. Todays follow-ups, not so much.
