Monday's update for SIRIUS (Mazda owners)

**tankerman** · 10-04-2006 04:42 PM

Update Wed 10/4

Ok, I got an idiot CSR this time. I could barely understand him.
I was told,
"We is workin own it. It am just gonna take am couple mo days."

When SIRIUS sends me any more emails, I will post them right away.

**swt_man99** · 10-04-2006 06:01 PM

Just got off my daily call, and boy it was brutal! The CSR I spoke with had no clue, and all she could say is "We are working on it." I raised a little stink with her and got a month credit to my account.

That's all I got for today. It was good to see that Tankerman actually got an email from Sirius. That gives us a little hope!

**skacey** · 10-04-2006 09:29 PM

Quick question for you existing customers, when you get an update, how long does it usually take before the update is complete?

In other words - how much time should I give my unit each time before assuming that the fix is not yet in? As I am checking each time I get in the car, three times a day I give it about a minute before trying to find a tollerable station on FM. Is that enough time?

Thanks all - great to have company in my misery.

-skacey

**tankerman** · 10-04-2006 09:41 PM

Originally Posted by skacey

Quick question for you existing customers, when you get an update, how long does it usually take before the update is complete?

In other words - how much time should I give my unit each time before assuming that the fix is not yet in? As I am checking each time I get in the car, three times a day I give it about a minute before trying to find a tollerable station on FM. Is that enough time?

Thanks all - great to have company in my misery.

-skacey

From my past experience, it should take about 5 min (8 max).
Also, during a normal update, your radio will still have audio.
Anyone else have different thoughts?

But, I wouldn't expect anything before Friday.
It's a shame that they can't just give us the old software back, until they find a fix for this.

**VMG** · 10-05-2006 07:08 AM

It's my understanding that it should take no longer then 5 minutes for the update, but during the update you should be able to get channel 184 and hear the voiceover. I don't expect they will have a quick fix on Friday. I spoke with the Tech Service staff at Sanyo and this is a big deal with them and quite a few other manufacturers. I don't believe there will be a fix without swapping out hardware. I think they are working on the logistics on how to do it.

**swt_man99** · 10-05-2006 09:50 AM

Originally Posted by VMG

It's my understanding that it should take no longer then 5 minutes for the update, but during the update you should be able to get channel 184 and hear the voiceover. I don't expect they will have a quick fix on Friday. I spoke with the Tech Service staff at Sanyo and this is a big deal with them and quite a few other manufacturers. I don't believe there will be a fix without swapping out hardware. I think they are working on the logistics on how to do it.

VMG,
I sure hope you are wrong! I am not ready to wait in line at a Mazda dealership to get my dash torn apart again.

**VMG** · 10-06-2006 07:25 AM

Latest news: Spoke with local Mazda Service manager - he recieved a preliminary notification from Mazda that 6000 Sirius modules are affected nation wide and will require replacement. He didn't have all the details yet, but says it will be handled by a Tech Service Bulliten and believes it will happen within the next 2 weeks. I think the hang up is getting these 6,000 replacement units. You may want to check with your local dealership to see if they are saying the same thing.

**tankerman** · 10-06-2006 05:46 PM

Friday's update:
Called my Mazda dealership, they said that they are aware of the problem.
They said that there will not be a swap out on the radios.
They also said that this is a Sirius software issue.

Called Sirus Tech Support.
Told them that we have not received any information, other than the email that I received the other night. The email stated that we would receive information by the end of the week. Where is it?

I got put on hold while he talked to his supervisor. Came back and told me that they are going to be sending out a new update to ALL radios, that will fix this problem, and hopefully not affect any others. He also told me that this is the first major problem that they have had since they went into business.

Everyone will get a months worth of credit on their account (as long as you've called in to complain).
I told him it's not a money issue. It's a customer service issue. We as paying customers need to be updated as to what is going on.

That's all I've got for today.

**swt_man99** · 10-06-2006 06:13 PM

I just got an automated voicemail from Michael Moore (a VP at Sirius) stating that they have finally isolated the issue, and it's not a Sirius related issue, but rather a hardware issue, which I think we all knew. Anyway, he said they have a solution in place and we should all have Sirius back and running no later than next week!! We shall see if this actually happens.

**acivick** · 10-06-2006 06:23 PM

Dear SIRIUS Satellite Radio Subscriber:

Thank you for your continued patience as we work with Mazda to correct
the problem that has interrupted service to some SIRIUS subscribers.

We have determined that the problem is not related to the SIRIUS
broadcast system; however, Mazda and SIRIUS technical experts have
isolated the issue, which is related to select radios on the following
vehicles:

Mazda 3
Mazda 5
MX-5
CX-7

We have identified a solution, which we expect to implement no later
than next week, that should allow you to resume your Sirius service.

Once more, we apologize for this inconvenience, and we will update you
again early next week. Ensuring affected customers are satisfied will
remain our top priority.

Sincerely,

Michael Moore
VP/Customer Service

Please note: this is not a promotional e-mail. As a SIRIUS subscriber, you will periodically receive service notices via e-mail. These service notices are intended to provide you with helpful information that will facilitate and enhance your SIRIUS listening experience.