[real-eyes] Re: sirius/xm--collective action

Writing at a generally accessible support E-mail account probably isn't a
whole lot different than calling. They are dumped into a queue for techs to
look at, and if a tech isn't familiar with the issue or have an idea on how
to fix it, he will just move to the next one. Perhaps it will get re-queued
to a SME (subject matter expert), but more likely it will just sit there
while other issues are resolved. It's a matter of "closing cases" that gets
the focus here. The key is keeping the pressure on: it's that old adage
about squeaky wheels getting the grease 
 

-----Original Message-----
From: real-eyes-bounce@xxxxxxxxxxxxx [mailto:real-eyes-bounce@xxxxxxxxxxxxx]
On Behalf Of Duyahn Walker
Sent: Sunday, April 24, 2011 11:30 AM
To: real-eyes@xxxxxxxxxxxxx
Subject: [real-eyes] Re: sirius/xm--collective action

I have had trouble with AkccuuRadio's website because of the flash content. 
I have written them twice asking that support for the many stations have
winamp or other media content links with no type of responce. I haven't been
able to find an actual phone number to contact them at either. All of the
stations are good and great. It's just the flash that is annoying. I have
asked them to please make the links accessible but, nothing so, I need to
look for a phone number to talk to someone.

Duyahn


----- Original Message -----
From: "Mitchell D. Lynn" <mlynn@xxxxxxxxx>
To: <real-eyes@xxxxxxxxxxxxx>
Sent: Sunday, April 24, 2011 10:07 AM
Subject: [real-eyes] Re: sirius/xm--collective action


> It would take thousands to register on their radar. Probably better if you
> could find a contact within the company and have everybody send your pleas
> and complaints through them. The fact that it is a large company with call
> center support over seas is exactly the reason something like this is 
> going
> to be less likely to succeed. There are going to be dozens, scores, maybe
> even hundreds of different agents taking your calls. They are not
> necessarily  going to understand fully what you are explaining nor
> necessarily sympathize with you. They might not even speak English all 
> that
> well. If you all do go the call route, I would suggest that each and every
> one of you who calls ask to speak to a supervisor, try to get an E-mail
> address of someone in authority, and make absolutely sure you get a case
> number. If you all continue to make follow-up calls on a regular basis, 
> you
> might get some where. Plus, if you decided to take some other kind of 
> action
> or further steps down the road, you all could pool the case numbers to 
> good
> effect in further communications or in legal action.
>
> These call centers aren't really in existence to solve problems. They are
> more to simply process calls. They are timed, and get greater
> rewards/credit--whatever--for handling the call quickly, being polite, and
> following some mandated script that gives the impression of concern and
> helpfulness. Remember why companies locate their support off-shore: for 
> cost
> reasons.
>
> There may well be some terrific support agents who are concerned about 
> your
> issue. But my experience in call centers as a tech support agent tells me
> that most will not be all that helpful. Your chances go way up if you ask
> for supervisors. Get the supervisor's E-mail addys, their bosses' names 
> and
> their bosses' E-mail addys. Get the case number above all, and ask if 
> there
> is a way you can track the ticket's progress online.
>
> Hope this helps. I know it sounds cynical, but it is more realistic than
> cynical.
>
>
> -----Original Message-----
> From: real-eyes-bounce@xxxxxxxxxxxxx 
> [mailto:real-eyes-bounce@xxxxxxxxxxxxx]
> On Behalf Of Wendy
> Sent: Saturday, April 23, 2011 7:40 PM
> To: real-eyes@xxxxxxxxxxxxx; real-eyes@xxxxxxxxxxxxx
> Subject: [real-eyes] Re: sirius/xm--collective action
>
> I'm willing to join in this effort if enough people do as well. If there 
> is
> lots of chatter about this on the list maybe we should come up with 
> another
> way to talk about how and when we should take this action.
> Wendy
> At 09:33 AM 4/23/2011, Kimberly Morrow, Ph.D. wrote:
>>app, and the online platform continues to be inaccessible, I have an
>>idea as to how we should take action.
>>
>>
>>Large companies such as Sirius/XM seldom listen to one
>>individual--especially when their call center is located somewhere
> overseas.
>>Those of us who are currently subscribed to the online Sirius/XM
>>platforms, which are no longer accessible, and who wish to cease
>>donating our $3.00 per month (hey, folks, that's $36 per year--you know
>>how many IPhone apps you could buy with that???): We should all pick a
>>day, and everyone should call sirius/xm and unsubscribe to the online
>>service on the same day, each of us stating to sirius/xm our reason for
>>doing so. Only when a collective voice is heard will Sirius/XM (or any
>>other currently inaccessible service), truly take note and listen.
>>
>>
>>
>>How about it?
>>
>>
>>
>>Kim
>>
>>
>>
>>
>>
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>
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> 

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