Robocalls: XM Radio Style

We hear a lot these days about politicians getting out their propaganda through automated robocalls. But when it comes to the intrusive and aggravating use of robocalls, no politician can hold a candle to XM Radio, the satellite radio company.

After five years as an XM Radio customer, I believe our relationship is coming to an end. Here’s why – I receive several robocalls each day with a recorded message that warns me my service will be interrupted if I don’t call XM’s billing department right away.

Today, I called XM in an attempt to learn what their problem is. The off-shore customer service agent said that my credit card was expiring in March 2010, and that they merely wanted to remind me to update it. March 2010. Two hours later, another robocall.

Bottomline – I am getting nonstop robocalls because XM Radio is concerned my credit card is expiring 18 months from now. The only word that comes to mind to describe the company’s practice is, insane.

Here is a chart from today’s New York Times that shows the performance of XM Radio stock over the last year. It has dropped like a stone from more than $3 a year ago to 39 cents today. In challenging economic times, as we have today, services like XM Radio are among the first to be discontinued as an unnecessary luxury, a trend that is clearly reflected in the depreciation of the company’s stock. Why am I not surprised?

It is quite possible that whoever is in charge of customer service at XM Radio is simply clueless and inept, with no comprehension for the importance of retaining customers in hard times. Everything points in that direction. For me, the company’s robocalls have reminded me that XM Radio is an unneeded luxury. Adio.

Category: Featured, Reputation management