Jim sent a message to Scott Greenstein – president and chief content officer of Sirius XM Radio – Email Address that said:
Mr. Greenstein,
This email is in regards to a recent experience I had with your company. Two weeks ago I was offered a home satellite unit and was given the impression that the product / service would cost approximately $37.00 a year, not $19.00 a month.
I have cancelled the plan and I am returning the unit. I believe that much of the confusion was the result of communication difficulties with the phone representative I was talking with at the time the deal was offered to me.
While cancelling the subscription I learned the call centers I was interacting with were in the Philippines. Every representative I worked with was polite and did their best to be helpful and provide good customer service. Nevertheless, there were difficulties with each person I spoke with trying to understand them and having them understand me.
My question is is, if Sirius XM is an American company that caters to a large American customer base, and is funded through American customer fees; why are you exporting American jobs to the Philippines? I realize that is it more cost effective but the end result is a loss of American jobs and frustration for your customers who are trying to speak with a person who does not understand their culture and is difficult to understand.
I encourage you and your board to reconsider this and to move these jobs back to the US where this money can be kept in our economy and improve communications between your employees and the customers who pay for your service. Thank you for your time and consideration.
Jim
