Slacker has mis identified a song by Trooper as "Santa Maria". I sent them a note indicating that they have mislabeled a song. This is the response:

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XM subscriber since 2005/12/05:

• Pioneer Airware (LIFE, wife)
• Tao (son)
• Pontiac G5 (XM Canada)

Sirius subscriber since 2007/12/06:

• Stilletto 2 (LIFE)
• Premium Internet
• TTR1

Creative Labs 32Gb Zen owner since 2009/02/02
Slacker Plus subscriber since 2010/01/15
Apple iPhone4 (4.0.2) owner since 2010/08/16

Sounds like Sirius tech support.

In addition, they seem to have screwed up my billing cycle.

I signed up for the "free" preview on 01/15. I committed on 01/22. My renewal date should be 02/22. I get a letter that they have charged my credit card today (02/04) and my next auto-renewal is 02/15. My free preview wasn't really free.

Not a huge deal but leaves a sour taste in ones mouth.

__________________
XM subscriber since 2005/12/05:

• Pioneer Airware (LIFE, wife)
• Tao (son)
• Pontiac G5 (XM Canada)

Sirius subscriber since 2007/12/06:

• Stilletto 2 (LIFE)
• Premium Internet
• TTR1

Creative Labs 32Gb Zen owner since 2009/02/02
Slacker Plus subscriber since 2010/01/15
Apple iPhone4 (4.0.2) owner since 2010/08/16

What he said!

When I deal with support I generally do my best to deal with Rome E. He seems to be the only one that really knows what is going on.

I would suggest you send this issue not to support, but to their head programm Scott Riggins. You can send him a PM or post it in the appropriate music forum. He'll see it.

He has added a lot of music as my request over the last year. There was hardly any Southern Gospel and New Age was scant, but both have been improved dramatically.

I do agree that support often times has a lot to be desired, but there are some bright spots there with the few people I generally deal with.

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iPhone 4 32GB, Black, iPad 32GB 3G/WiFi
MacBook Pro 2.27GHz, nVidia 256GB, 4GB Ram, 320 GB HD
Mac Mini (Home) 2.53GHz 4GB Ram, 500GB HD

Are you from Canada? Some of the Canadian billings were held up due to us needing to billing in Canadian Dollars.

If this is the case for you (and for anyone else from Canada) then you got your upgrade on 1/15. You enjoyed the 1 week. You should have been billed on 1/22 (after the 7 days) but we were able to, but you continued to enjoy the benefits anyways. When the problem with billing was cleared up, the billing went through, to pay for the month that you are getting. Your renewal date is 1 month after you upgraded to the subscription. So if you signed up on 1/15, your next bill will be on 2/15. The "7 day trial" period is 7 days that you can cancel, and never be charged. But if you don't cancel, then it does count towards your month that you are purchasing.

Best regards,
Rome E
Slacker Support

Actually, the response is the proper one. We pass it along to the music folks who look into the issue. While we can not access the system, look up the music, or anything like that, our job is to take your feedback/questions and make sure that the appropriate person handles it. If the question is a Support or Billing issue, we take care of it. If it's a content problem with the music, then we will notify the proper dept. In this case, the proper dept was notified, and then they need to do some research. We have to determine if the song is indeed incorrect, or if there is a different copy floating around some place. If we need to get the proper audio from the Record Labels again, or what to fix the problem, etc. So, even after being reported, it can sometimes take several days/weeks for the problem to be identified and resolved and corrected in the systems.

I do apologize that you didn't feel that you weren't helped. In this situation though, there really wasn't much more we could do other than take the information and pass it along.

Best regards,
Rome E
Slacker Support

Hey RomeE

Good to see you over here at DRC posting again! Been awhile, I always appreciate the way you reach out to Slacker subscribers.

Also appreciate the clarification in regards to how submitting a problem song or title works through support. Sometimes we may not feel that our question is being answered, but you guys are follow your setup protocols.

Thanks again! (Keep on Slackin) heheeh

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iPhone 4 32GB, Black, iPad 32GB 3G/WiFi
MacBook Pro 2.27GHz, nVidia 256GB, 4GB Ram, 320 GB HD
Mac Mini (Home) 2.53GHz 4GB Ram, 500GB HD

I expect to be billed in US$ as I put a US$ credit card against it. I did not see anywhere where it was going to be CAN$.

Thanx for the explaination. I can see how one can interpret the 'free' preview that way.

__________________
XM subscriber since 2005/12/05:

• Pioneer Airware (LIFE, wife)
• Tao (son)
• Pontiac G5 (XM Canada)

Sirius subscriber since 2007/12/06:

• Stilletto 2 (LIFE)
• Premium Internet
• TTR1

Creative Labs 32Gb Zen owner since 2009/02/02
Slacker Plus subscriber since 2010/01/15
Apple iPhone4 (4.0.2) owner since 2010/08/16

Thanx for this explaination. My advice is to include a shorter version of it in those responses. It looks very very very much like a canned auto-response. "We have submitted your suggestion to appropriate department for consideration".

As an old Trooper fan, I can certainly tell you that that song is not Santa Maria. But I realize that Trooper fans are pretty much isolated to Canada.

__________________
XM subscriber since 2005/12/05:

• Pioneer Airware (LIFE, wife)
• Tao (son)
• Pontiac G5 (XM Canada)

Sirius subscriber since 2007/12/06:

• Stilletto 2 (LIFE)
• Premium Internet
• TTR1

Creative Labs 32Gb Zen owner since 2009/02/02
Slacker Plus subscriber since 2010/01/15
Apple iPhone4 (4.0.2) owner since 2010/08/16