A Sirius Problem

[SISO]

This company has proved time and time again that they are just plain stupid. Corporate at XM knew what they were doing I think, and Sirius' mis-management is showing with these channel changes.

It is now clear that changes (perhaps very large ones) will occur next week. Yet we have NOT HEARD ONE official word from SiriusXM. What in the world are they waiting for? They can't expect to announce major changes a couple of days before and expect even a majority of subscribers to know about them before they happen. Yes, we'll know, but the average subscriber simply will not.

They are going to have even MORE upset customers due to their lack of communication. I seriously don't think they understand that word over there. If this company fails we will know exactly who to blame.

/rant off

 

[Jleimer]

This company has proved time and time again that they are just plain stupid. Corporate at XM knew what they were doing I think, and Sirius' mis-management is showing with these channel changes.

It is now clear that changes (perhaps very large ones) will occur next week. Yet we have NOT HEARD ONE official word from SiriusXM. What in the world are they waiting for? They can't expect to announce major changes a couple of days before and expect even a majority of subscribers to know about them before they happen. Yes, we'll know, but the average subscriber simply will not.

They are going to have even MORE upset customers due to their lack of communication. I seriously don't think they understand that word over there. If this company fails we will know exactly who to blame.

/rant off

Definetly , and this is the big one as regards to channel changes . A press release or a statement on the website should of done it , but they haven't done it yet. What is the hold up with , but they have to get it together asap.

And I do agree that alot of customers will not know what happens and be very pissed off. Mel is dropping the ball big time here.

 

[TacoKid]

There are 18 million subs.

The online community aspect of it, that would be us, does not represent the majority in my humble opinion.

People will get online here and at XMFan, rant and rave, be totally pissed but not enough people will cancel or be that upset.

I know I won't.

 

[Wolf]

I agree with yea SISO!

 

[TulaneJeff]

I understand that they might not have time to design and print glossy cards or brochures promoting the new lineup. Without knowing anything about the myriad of human resources, technical and other hurdles they've had to conquer in order to unify the SIRIUS-XM platforms, they have failed to utilize the simplest methods of all to communicate:

1) a clear and concise email explaining the upcoming changes
2) a webpage with a pdf channel guide on their websites

I am not the least bit surprised by the utter disregard of marketing and public relations at SIRIUS for communicating to their customers.

If an intern could do it, why can't someone who makes $250k a year do it?

 

[Vols44]

I don't understand the secrecy surrounding the channel information. Corporate should be disseminating the information to it's loyal subscribers and for marketing purposes. Talk about tripping on the starting line. Pull your head out Sirius and act like a legit business.

 

[siriusfan]

When the merger was being discussed was a channel merger always in the cards? I did not get that idea when they were discussing a la carte programming. After music channels are merged, how many subs will actually bother with a la carte? The merger increasingly feels like a Sirius take over of XM. Rather than access to more variety, we appear to be on the verge of all getting the same thing. Was that what they were selling to the FCC when they agreed to allow this deal?

 

[Smort]

I don't understand the secrecy surrounding the channel information. Corporate should be disseminating the information to it's loyal subscribers and for marketing purposes. Talk about tripping on the starting line. Pull your head out Sirius and act like a legit business.

Typically, this kind of change would take months of planning for the marketing. Apparently, Sirius XM has had only a few weeks to throw this together. I would suspect part of the reason they haven't made an announcement or told us what the channel line-up will be is because they're not done yet -- they're still putting stations, playlists, liners, shows and personnel together. In marketing, you shouldn't announce until it's all ready to go. Otherwise, you can cause more confusion (and damage) than not saying anything.

I think this must be a huge undertaking since it apparently covers dozens of channels. When you're a content provider on a very big scale with two broadcasting platforms, it's not as easy as flipping a switch. If it were, it would have happened in mid-October instead of next week.

 

[DAB]

This is typical Sirius and is just part of a long pattern of disregards for their subscribers.

This maybe a huge undertaking, but they have had plenty of time to make decisions in regards to exactly what the plan is going to be. They don't have to say we'll have this program on this channel etc. They just have to provide a run down of what channels will remain and go from each service. Basically just provide a print out of the channels. If they are at this late date still trying to decide this, then there is an even bigger problem within Sirius than I suspect.

Sirius has never properly communicated with subscribers in all the years I've been around. Everything has been kept in a vale is secrecy unit the very last minute. Maybe I could understand this when they were competing head to head with XM, but that is no longer the case.

 

[ClubSteeler]

This company has proved time and time again that they are just plain stupid. Corporate at XM knew what they were doing I think, and Sirius' mis-management is showing with these channel changes.

It is now clear that changes (perhaps very large ones) will occur next week. Yet we have NOT HEARD ONE official word from SiriusXM. What in the world are they waiting for? They can't expect to announce major changes a couple of days before and expect even a majority of subscribers to know about them before they happen. Yes, we'll know, but the average subscriber simply will not.

They are going to have even MORE upset customers due to their lack of communication. I seriously don't think they understand that word over there. If this company fails we will know exactly who to blame.

/rant off

So the company that had the early start and a seemingly insurmountable lead 3 yeasrs ago "knew what they were doing"...... and the company that went from 600K to to 10M subs in 3 years, took over the "knew what they were doing" company, fired most staffers, and eliminated sat competition, "are just plain stupid"?

I get it.

Anyway.. when it happens, it happens. When are they going to let us know? I don't know. But considering they are issuing a press release on Monday announcing their 3Q financials, maybe just maybe, they know a bit more than you give them credit for, and they are waiting until after that announcement.

Also, it's probably a beter move to wait until very close to the launch considering how over-dramitic XM subs have been. They're all jumping off of bridges and pointing blame for the death of their company, yet they have yet to lose 1 channel. Just the mere rumor of a name change is going launch a landslide of unjustified rage,..... So maybe it's best to handle this in a way where maybe a few sane individuals will give it a fair chance before calling for a public lynching of Mel.

 

[edalen]

Also, it's probably a beter move to wait until very close to the launch considering how over-dramitic XM subs have been. They're all jumping off of bridges and pointing blame for the death of their company, yet they have yet to lose 1 channel. Just the mere rumor of a name change is going launch a landslide of unjustified rage,..... So maybe it's best to handle this in a way where maybe a few sane individuals will give it a fair chance before calling for a public lynching of Mel.

I don't disagree, as I think some XMer's are getting a bit hysterical at times based on purported emails, blog postings and wild speculation (that many of them created). On the other hand, Sirius subs only "know" that apparently a few channels may move (The Pulse and Led Zeppelin as examples) and the decades channels will have a name change on the Sirius side.

If the rumors swirling around the channel hackings and show cancellations affected the Sirius side just the same as XM, I think you'd see similar dramatics. That's not to say major changes aren't coming to Sirius as well, but we just don't know. Maybe XM has more spies in their midst. But you're right -- considering the XM subs reaction so far, it's better to wait.

 

[Blitz71]

Very well put ClubSteeler. Maybe I'm just to easy going but the anticipation makes it more exciting to me. I'm looking forward to Wednesday and finding new channels.

 

[Smort]

This is typical Sirius and is just part of a long pattern of disregards for their subscribers.

This maybe a huge undertaking, but they have had plenty of time to make decisions in regards to exactly what the plan is going to be. They don't have to say we'll have this program on this channel etc. They just have to provide a run down of what channels will remain and go from each service. Basically just provide a print out of the channels. If they are at this late date still trying to decide this, then there is an even bigger problem within Sirius than I suspect.

Sirius has never properly communicated with subscribers in all the years I've been around. Everything has been kept in a vale is secrecy unit the very last minute. Maybe I could understand this when they were competing head to head with XM, but that is no longer the case.

I don't think anyone will say Sirius or XM (and now both) have had award-winning marketing plans, and they do seem to be enamored with the Cone of Silence. But to play devil's advocate for a moment, part of the marketing has to do with the intended and unintended consequences. If they said "Channel changes will be announced November 12" would that change anything? It would probably only stir the pot. And the more specific they are, the more stirring.

Now, I'm not saying I agree with this. Something along the lines of their current "Best Of" campaign would not hurt, IMO -- "XM will get even better." Even something a little hyper, like "Exciting new channels are coming November 12!" (While not mentioning the exciting old channels that get axed.) Anticipation can be a powerful thing, as you've seen on these boards.

 

[DAB]

If they said "Channel changes will be announced November 12" would that change anything? It would probably only stir the pot. And the more specific they are, the more stirring.

No it isn't going to change a thing. But it seems to me that for a subscription based company where you have a great potential to lose subscribers, you'd want them to understand where you are heading with all this as to provent potential cancellations based on speculation. Which we have seen. Heck I already know a dozen people that have canceled subs. I suspect the churn rate initially will take a hit, but should rebound once this settles out.

But again this is par for the course with Sirius to keep subscribers in the dark as long as possible. I personally think it is a terrible policy and creates a situation where you never really build in great customer loyalty. If I feel like you are taking care of me, then I'll take care of you. I'ver never had the sense with Sirius EVER. I've had that with XM though in the past.

 

[TacoKid]

Very well put ClubSteeler. Maybe I'm just to easy going but the anticipation makes it more exciting to me. I'm looking forward to Wednesday and finding new channels.

I'm right there with you.

I still love satrad more than ever.

 

[DAB]

So the company that had the early start and a seemingly insurmountable lead 3 yeasrs ago "knew what they were doing"...... and the company that went from 600K to to 10M subs in 3 years, took over the "knew what they were doing" company, fired most staffers, and eliminated sat competition, "are just plain stupid"?

Actually that is yet to be determined! But I think the company that keeps subscribers in the dark, that doesn't have an open and honest working relationship with subscribers does indeed stand a good chance of experiencing higher churn rates. I've never believed Sirius churn rates, just like the way they count subs of cars parked on dealer parking lots.

XM always gave subscribers a feeling of being connected. You would email DJ's or program directors and they would email you back. You email anyone at Sirius and you are just pissing in the wind. If they do reply it is a canned answer with no real information.

So, YES I do think they way SIRIUS operates this business is poor and/or stupid. They could do a much, much better job of keeping subscribers informed and building subscriber loyalty. While Stern made Sirius a viable competitor it has also created a situation where they were unable to get profitable because they just kept adding more and more content to the point that it was out of control as are their debts. Instead of paying down debt, they just kept adding to it. That is a poor business plan, though I will tell you that without Stern, Sirius would have indeed been toast and XM would have won this battle hands down. But because Sirius merged with XM in what was billed a merger of equals (fat lie) doesn't mean they have won. They still could go bankrupt, they are far, far from out of the woods.

 

[edalen]

No it isn't going to change a thing. But it seems to me that for a subscription based company where you have a great potential to lose subscribers, you'd want them to understand where you are heading with all this as to provent potential cancellations based on speculation. Which we have seen. Heck I already know a dozen people that have canceled subs. I suspect the churn rate initially will take a hit, but should rebound once this settles out.

But again this is par for the course with Sirius to keep subscribers in the dark as long as possible. I personally think it is a terrible policy and creates a situation where you never really build in great customer loyalty. If I feel like you are taking care of me, then I'll take care of you. I'ver never had the sense with Sirius EVER. I've had that with XM though in the past.

I was visiting a board that had to do with satellite TV, and one of the services (I forget which) was supposedly preparing to launch Fox News Channel in HD, and rumor was it was supposed to be on a certain date. Well, the date came and went, and the HD didn't happen (maybe it has now), but the service never actually announced the date . . . probably due to technical problems.

In another case, I have a cell phone which AT&T announced (last year) they would upgrade to the next (latest and greatest) software. They never gave a date, though, and the rumor was October 2007. That came and went, and the next rumor was a specific date in November. The software wasn't released until February, supposedly because there were issues with some of the functions. Folks on the boards were outraged and indignant.

All I'm saying is Sirius XM is not the first (nor last) company to instigate changes and not make a specific announcement. If there's a reason, it may be something very legitimate that we might only find out in the following weeks or months.

There should be some "transparency", especially when it comes to public companies, but they also do need to keep some secrecy. If it's announced prematurely, the stock may rise, and then if something goes wrong, the stock slouches. I think they probably just want to make sure everything is "just right" before hiring the trumpet players. They may also be holding back because once they pull the trigger, there will be some backlash, and if they announce it as late as possible (like on the same day), it will be like ripping a band-aid off very quickly instead of millimeter by excruciating millimeter.

 

[DAB]

All I'm saying is Sirius XM is not the first (nor last) company to instigate changes and not make a specific announcement. If there's a reason, it may be something very legitimate that we might only find out in the following weeks or months.

I think you totally miss the point. Who said you have to give a specific date as to when these changes would be made. A simple notice on their web site that ways. We are working towards merging the channels and this is what we have so far. This is by no means completed at this point, but we want to keep you subscribers informed. I think this would go a long way in subscribers feeling like SIRIUS gives two shits about them. Which I don't happen to think that they do. Certainly customer feedback to SIRIUS has never made much of a difference.

There is nothing legitimate about them keeping subscribers in the dark. They have done this in the 7 years I've been a subscriber. XM on the other hand has never found that necessary. Why is that you think? Because one understood about customer loyalty and one doesn't see it as important at all. I won't defend them, you can all you want too, but I MUST call BS when I smell it!

The bottom line is that it has not been necessary to keep people totally in the dark. Info being leaked by DJ's or folks leaving the company. This just makes them look bad.

 

[edalen]

I think you totally miss the point. Who said you have to give a specific date as to when these changes would be made. A simple notice on their web site that ways. We are working towards merging the channels and this is what we have so far. This is by no means completed at this point, but we want to keep you subscribers informed. I think this would go a long way in subscribers feeling like SIRIUS gives two shits about them. Which I don't happen to think that they do. Certainly customer feedback to SIRIUS has never made much of a difference.

There is nothing legitimate about them keeping subscribers in the dark. They have done this in the 7 years I've been a subscriber. XM on the other hand has never found that necessary. Why is that you think? Because one understood about customer loyalty and one doesn't see it as important at all. I won't defend them, you can all you want too, but I MUST call BS when I smell it!

The bottom line is that it has not been necessary to keep people totally in the dark. Info being leaked by DJ's or folks leaving the company. This just makes them look bad.

I'm not trying to argue with you, and I can't even say I disagree. I'm just saying their decision to remain silent is not (necessarily) ineptness. There is a reason they have chosen to withhold an announcement -- it may not be a good reason, but there is one.

You and I would probably run the marketing much better than Sirius XM, but I don't think they pay very well.

 

[Smort]

A few years ago, our cable company had a major channel shuffle, and they sent out notices about a month in advance. Of course, if you mess with people's TV, you'll have a major riot on your hands.

I told my wife about the pending changes on XM, and that her favorite channels may move or be canceled, and she doesn't seem terribly concerned -- although she did ask if Fox News or CNN were going away. I said I don't think so. (I think she only listens to three channels anyway.)