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Old 03-31-2006, 11:29 AM   #1
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I think Sirius support may need some help.

I just got off the phone with Randy. Nice guy but not very informed. He told me the following:

At 10:12 this morning they got an email telling them that the upgrade would happen sometime today.

I asked specifically about the multiple car dock upgrade process. He went to ask someone but never got me an answer I told him what I knew of the process to inform him.

I asked if he had run through the upgrade process so he could help us. His answer was no. I don't want to go into the specifics, but he said once they go through a few calls they will understand how to do it.

SIRIUS - Please don't release the upgrade until your support staff is properly trained.

Please don't release it until everyone on your support staff has at least done the upgrade themselves with the following scenarios.

Upgrade it with USB Cable.
Upgrade it with Home Dock USB Cable.
Upgradeit with a dial up network
Upgrade it with a high speed network.
Upgrade multiple car docs.

Sirius support should have tested all the above scenarios and each person should be trained on the procedures.

Better yet, document each and make this available to all.

This really makes me mad when I hear such things. It's so simple to do it right.

It’s going to be a long weekend.
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Old 03-31-2006, 11:35 AM   #2
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Quote:
Originally Posted by me_rubin
It’s going to be a long weekend.
Sadly, this shouldn't surprise anyone here. Mike, you're a glutton for punishment. I can't believe you can even stand talking to them at this point. They should be paying YOU for every question that gets answered here, since it makes their jobs that much easier.
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Old 03-31-2006, 12:30 PM   #3
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If only we lived in a perfect world! Unfortunately we do not. These support people got the same info as the rest of us. They will do the best than can. All this could have, should have stuff really only seems to add fuel to the fire in my opinion.
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Old 03-31-2006, 12:35 PM   #4
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Originally Posted by DAB
If only we lived in a perfect world! Unfortunately we do not. These support people got the same info as the rest of us. They will do the best than can. All this could have, should have stuff really only seems to add fuel to the fire in my opinion.
No, Sirius deserves all the fuel added to this fire. We're not just dealing with CSRs that are uninformed, we're dealing with people that are incompetant, and are willing to put false, or at least unconfirmed things into emails and act like they are fact. Sirius' customer service has proven itself to be the most laughable group I have ever seen. I've called countless customer service lines for tech problems, and I've never seen anything like this. I challenge anyone here to give me an example of a more poorly run customer service group than Sirius'.
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Old 03-31-2006, 12:46 PM   #5
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Originally Posted by jubrand
No, Sirius deserves all the fuel added to this fire. We're not just dealing with CSRs that are uninformed, we're dealing with people that are incompetant, and are willing to put false, or at least unconfirmed things into emails and act like they are fact. Sirius' customer service has proven itself to be the most laughable group I have ever seen. I've called countless customer service lines for tech problems, and I've never seen anything like this. I challenge anyone here to give me an example of a more poorly run customer service group than Sirius'.
You won't get any arguments from me about SIRIUS the Corporation and the folks that are managing it. But we are talking about support people that are not trained and they honestly do the best they can with the limited information they do. Calling them and getting pissed off will get you what exactly?

Also, how many times are we all going to rehash this crap? We all know this stuff and so posting about it over and over and over? Is that really going to get us anywhere? Has it up until now? Some of you really think that the Orbitcast thing made them release this update? I think you are wrong, this update was released because it was thought to be ready. I have seen absolutely NOTHING that indicates that SIRIUS bows to pressure from subscribers or anyone else.

So my point is are we going to start a thread every week just to keep this going on and on. We've got an update, it appears to be pretty solid except for the car dock mishap and hopefully that was related to the failed update on their server. We shall see.

Lets give the update a chance and see where it goes from here. You know when you constantly bitch about every little thing eventually you just become a whinner to those that view these sites and when you get branded that, they just don't even pay you any mind anymore.

But I don't think those tech support people that haven't been properly trained should be the target of our anger. This lies at the feet of SIRIUS Corporate. So, I disagree adding fuel to that fire. In regards to SIRIUS Corporate say what you want, it rolls off like water on a ducks back, unfortunately.
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Old 03-31-2006, 12:49 PM   #6
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Man, I can't belive it took this long to start the "they didn't do anythign argument."

the over/under on the "when's 1.4 coming out" thread is 1 day.

Place your bets.
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Old 03-31-2006, 12:51 PM   #7
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When's 1.5 coming out?

Ha beat everyone!
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Old 03-31-2006, 12:52 PM   #8
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Personally, I'm happy with the update, if only for the fact that it seems to fix the PSRAM errors. Not that I personally had PSRAM errors, I'm just glad that rustytrombone will finally stop posting that "FIRMWARE can not FIX HARDWARE Errors!!!!"

Now where's that apology rusty? (I'll pass on all the other things you offered to do to/for me if I was right).
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Old 03-31-2006, 12:52 PM   #9
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Quote:
Originally Posted by DAB
Quote:
Originally Posted by jubrand
No, Sirius deserves all the fuel added to this fire. We're not just dealing with CSRs that are uninformed, we're dealing with people that are incompetant, and are willing to put false, or at least unconfirmed things into emails and act like they are fact. Sirius' customer service has proven itself to be the most laughable group I have ever seen. I've called countless customer service lines for tech problems, and I've never seen anything like this. I challenge anyone here to give me an example of a more poorly run customer service group than Sirius'.
You won't get any arguments from me about SIRIUS the Corporation and the folks that are managing it. But we are talking about support people that are not trained and they honestly do the best they can with the limited information they do. Calling them and getting pissed off will get you what exactly?

Also, how many times are we all going to rehash this crap? We all know this stuff and so posting about it over and over and over? Is that really going to get us anywhere? Has it up until now? Some of you really think that the Orbitcast thing made them release this update? I think you are wrong, this update was released because it was thought to be ready. I have seen absolutely NOTHING that indicates that SIRIUS bows to pressure from subscribers or anyone else.

So my point is are we going to start a thread every week just to keep this going on and on. We've got an update, it appears to be pretty solid except for the car dock mishap and hopefully that was related to the failed update on their server. We shall see.

Lets give the update a chance and see where it goes from here. You know when you constantly bitch about every little thing eventually you just become a whinner to those that view these sites and when you get branded that, they just don't even pay you any mind anymore.

But I don't think those tech support people that haven't been properly trained should be the target of our anger. This lies at the feet of SIRIUS Corporate. So, I disagree adding fuel to that fire. In regards to SIRIUS Corporate say what you want, it rolls off like water on a ducks back, unfortunately.
I think you're missing the point. The people that should be taking responsibility for Sirius' CSRs being uniformed IS Sirius Corporate. It would be one thing to have them be uniformed once or twice, but it's clearly a pattern. Are you saying that the Sirius customer service group is run completely separately from the rest of the company? If that's the case, then the company needs to fix the lines of communication. All I'm asking is how hard is it to send an email out the the CSRs (who clearly have email accounts), telling them what's been released, and giving them some basic information on it?
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Old 03-31-2006, 12:56 PM   #10
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Quote:
Originally Posted by jubrand
I think you're missing the point. The people that should be taking responsibility for Sirius' CSRs being uniformed IS Sirius Corporate. It would be one thing to have them be uniformed once or twice, but it's clearly a pattern. Are you saying that the Sirius customer service group is run completely separately from the rest of the company? If that's the case, then the company needs to fix the lines of communication. All I'm asking is how hard is it to send an email out the the CSRs (who clearly have email accounts), telling them what's been released, and giving them some basic information on it?
I didn't miss your point at all. Like I said I agree with your position on SIRIUS Corporate, but we can't blame these folks that are in the trenches doing the best they can with the info they are provided. Rubin is right they need help, but the real deal is they aren't going to get it.

This update may go smooth as it appears to be for most people, so how do we know this is going to be a long weekend loaded with problems? Lets give it a chance and see what happens. Rubin maybe right, but lets not put the cart in front of the horse.

I have beat the drum that SIRIUS has always had a problem with lack of communication not only with subscribers but internally as well. I just don't find it necessary to bring this up over and over. Most of us already know this.
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Old 03-31-2006, 01:02 PM   #11
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Quote:
Originally Posted by DAB
I didn't miss your point at all. Like I said I agree with your position on SIRIUS Corporate, but we can't blame these folks that are in the trenches doing the best they can with the info they are provided. Rubin is right they need help, but the real deal is they aren't going to get it.

This update may go smooth as it appears to be for most people, so how do we know this is going to be a long weekend loaded with problems? Lets give it a chance and see what happens. Rubin maybe right, but lets not put the cart in front of the horse.

I have beat the drum that SIRIUS has always had a problem with lack of communication not only with subscribers but internally as well. I just don't find it necessary to bring this up over and over. Most of us already know this.
Hey, I hope it does go smooth, but I'm not going to sit here and take it while they continue to ignore the problem. So yea, if they continue to give bad information and not know how to fix anything when people call them for tech support, I'm going to start a new thread on it every week. Just because you have the lowest tolerance for threads you don't like of any forum mod I've ever seen doesn't mean we should silence ourselves. This is a forum for relevant s50 discussion, and this is relevant to the s50.
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Old 03-31-2006, 01:06 PM   #12
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I'm going to start a new thread on it every week.
Oooooo, that'll show em. Are you going to stamp your feet too?
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Old 03-31-2006, 01:08 PM   #13
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There has been some talk about "instructions" on how to do the update, like when to plug it into the dock, and what it should do. Where are these intructions coming from?
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Old 03-31-2006, 01:12 PM   #14
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Quote:
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There has been some talk about "instructions" on how to do the update, like when to plug it into the dock, and what it should do. Where are these intructions coming from?
After you download the update, a new web page opens that has the instructions.

Quote:
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I'm going to start a new thread on it every week.
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Originally Posted by jgatie
Oooooo, that'll show em. Roll Eyes (Sarcasm) Are you going to stamp your feet too?
Perhaps, if you think it will help.
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Old 03-31-2006, 01:15 PM   #15
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The update went smoove here, but people do have to observe the instructions (RTFM in other words).

In my case I took mine out of the home dock on "Restart to update" and then turned it back on when it stayed off. It did its song and dance (Updating, etc.), all was well and I was at the main menu. Put it back in my home dock, unit worked fine.

Went out to the car, put it in the car dock and waited until I had sound again. It has to do 2 updates, the latter appears to be a channel update. The first one takes quite some time to do, which is probably updating the firmware in the car dock itself.

I can't say I've noticed anything super new, but I am glad that they are progressing in fixing some problems people are having.

--

Failure to follow the directions does not allow you to get 'full hot on the deal' if it doesn't work right. This is a pretty basic process and the end result should be a brighter future with your S50. If you follow the directions and it doesn't work, then yeah, you have the right to be a little irritated. These CSRs still serve some respect though.

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