Thread: Monday's update for SIRIUS (Mazda owners)

Originally Posted by VMG

Yea - adding to the email list, that must be it. How about we all go outside and give the finger to the satelite, maybe that will work too.

I guess you can't read because I said maybe my call to them did something because it was just funny that it started working about 16 hours after I called them. Maybe something happened between then and when it started working. All I know is that I'm glad it's working for me now, I'm not sure what the problem is but it fixed on mine and I just made this account here to tell everyone because I thought everyone would be fixed. I've been reading this thread since around the 28th because I had the same problem, so I don't need your stupid sarcastic remarks because I went out of my way to maybe try to help some of you or at least let you know that someone's radio works now. I'm happy because I'm going on a long road trip this weekend.



To give you a little clue on the model I have: I bought my car about 2 months ago, I'm not sure what Sirius receiver it is, though it is located in the trunk. It's a Mazda3 S Grand Touring, if that helps. I wish I could say that I did something abnormal to fix it, but I didn't, I've been just trying it everyday. When it worked, it didn't say updating at all, just went to "Weatherwatch" and then I was able to switch stations. I was stoked so I wanted to relay the good news.

Getting more fed up. Just sent this email to Mel Karmazin:

Mr. Karmazin:

I recently wrote you concerning an update Sirius sent which has disabled a large number of Mazda OEM receivers. It has now been 2 weeks and we still cannot listen to Sirius in our Mazda vehicles. Honestly, this is unacceptable. I have been a loyal subscriber for over a year now and (currently) have 3 subscriptions (including the Mazda subscription). In other words, I'm a huge fan of your service. However, I am quickly losing faith in Sirius' ability to fix this problem. If this issue isn't resolved soon I know many people will be canceling their subscriptions--myself included. At a time when you're fighting for all of the market share you can get I'm sure that's not what you want to hear.

Let me explain exactly why I am so upset. I am not the only one who feels this way. The main problem--besides not being able to receive the service which many of us are paying for--is the lack of caring from Sirius. I also had written Jim Meyer (President of Sales and Operations--I believe) and Jim has been kind enough to respond to my emails and even called me on a Sunday. Jim is doing what it takes to keep your customers happy, however, that's where it has ended. The people on the customer support lines are clueless. I'm not trying to make them sound bad, rather, I'm trying to illustrate just how badly the bulk of your management has handled this situation. It's obvious to everyone affected your customer support representatives have NOT been informed on what's happening. They are still telling people to take their vehicle back to their dealership to have their receiver, "reset," something which is not even possible. Also, Michael Moore has emailed us twice now saying they're working on the problem.If he is sending out an email to us, why hasn't this information gotten to the people who are answering your phones? I find it hard to understand why this is happening.

The last email (on Friday I believe) from Mr. Moore explained they have identified a fix but wouldn't be trying it out until, "sometime next week." I'm not sure exactly what that means but it doesn't sound good. Why would it take so long to try out a fix? Has it not been tested properly (like the original update)? If so, why tell us there's a fix if there really isn't yet? After everything I have been told I do not believe much of anything I'm being told about this problem.

I have to wonder, if this problem were affecting the Sportster or some other popular receiver, would we still be waiting for a fix? Right now, us Mazda owners feel as if we've been left out in the cold. A formal announcement from yourself and/or some other REAL communication would go a long way to keep your unhappy subscribers from canceling their subscriptions. More importantly, getting this problem fixed right now would actually make us happy again. I don't know what's taking so long to identify and implement a fix. Two weeks (and counting) is WAY too long.

I, and many other people, have been extremely patient with Sirius throughout this ordeal. However, my patience is wearing thin. How about treating us like Sirius actually cares about us?

Rick Farmer
xxx-xxx-xxxx

I just took it upon myself to try calling Customer Service to see if they had any update. The CSR I talked to was dumber than a rock, but nonetheless I spoke with him. He initially was like "Oh yes, that has been fixed sir." I quickly said "No it hasn't." He put me on hold to talk to his supervisor. He came back and said "Yes sir, you are correct, we are still having the issue and you need to take your car to the dealership and have your radio replaced." I blew a gasket and hung up before all the explicit language spewed from my mouth...Sirius has no clue about how to fix this issue and the BS voicemails and emails we have received from Michael Moore are bogus! This is over the top frustrating!

I called the Mazda 1-800-222-5500 Tech Service number to see if they had any new info and was told that the current fix was that Sirius was going to send an update to the affected modules that would reset them to the old channel configuration while the problem with the new update was being resolved. In this way we could start recieving the signal again. This sounded somewhat plausible so I called Sirius. I spoke with a supervisor and he never heard of this. In fact he stated that there is only one type of signal that they can send out. Which makes sense; they cancelled channel 30 amoung other things so resetting my reciever to the original configuration won't bring it back. The point is and I agree with Rick this has gone on way too long and to be jerked around like this is unacceptable. Unfortunately the only recourse we have at this point is to cancel the subs and let people know the type of treatment we have been recieving.

Originally Posted by dynamitega

All I know is that I'm glad it's working for me now, I'm not sure what the problem is but it fixed on mine and I just made this account here to tell everyone because I thought everyone would be fixed. I've been reading this thread since around the 28th because I had the same problem, so I don't need your stupid sarcastic remarks because I went out of my way to maybe try to help some of you or at least let you know that someone's radio works now. I'm happy because I'm going on a long road trip this weekend.

Thanks for the post.
Glad your radio is working.
Everyone is just really pissed of right now.
If anyone else's radio starts working again,
please let us know.

Originally Posted by GadgetRick

Getting more fed up. Just sent this email to Mel Karmazin:

Great email Rick.
You took the words right out of our mouths.
Thanks for posting it.

Does someone have Jim Meyer's phone number?

EXCELLENT EMAIL!! WELL DONE!!
I was talking to someone today who works in the cell phone industry and he was shocked when I told him what was happening with Sirius. I agreed with him when he told me this would never happen in his industry. Could you imagine if people were without their cell phones for 2 weeks. Or computers, cable tv, gas and electric or any service for that matter.
I called the Corporate office(1-212-584-5100) again today and had no luck. Nobody knows anything. You can ask for Michael Moore if you call this number and at least get his VM. I also called Mazda(1-800-222-5500) and told them there needs to be a greater sense of urgency. They always agree but dont offer anything more than that.
I've tried the Sirius warranty dept(1-866-257-7726) and product support(1-800-869-5590) but had no luck. You are on hold forever. I have also been pestering the local Mazda dealership I bought the car from.
Other Sirius hdq. numbers are (1-646-313-2000) and (1-646-313-2497).
Calling the main CS # (1-888-539-7474) is a joke! How can these people be so uninformed!
I will continue to pester these people until this problem is resolved. I don't know what else to do. I don't really want to cancel my subscriptions because I enjoy it. I wish there was a competitor with the same programming.

Ok, If this is not the fix, please don't shoot the messenger!

I hope this is not a cruel joke (by the XM people)

I just found this on Siriusbackstage.com.

TAKE NOTE: DON'T DO THIS UNTIL AFTER 6AM EASTERN WEDNESDAY OCT 11!





Mazda Updating Fix

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Mazda Updating Procedure

Summary: Procedure for SPs to explain to Mazda automobile owners to eliminate the continuous "Updating" message in SAT mode, and get their Sirius Radios operational again. This procedure will reestablish the customers satellite radio services after 6:00 AM Eastern Time Wednesday October 11th, 2006.

1. Ensure vehicle has full view of the open sky, with no over head blockage of the satellites overhead.

2. Turn the ignition and radio on.

3. Switch the radio to SAT mode.

4."UPDATING", "CH184" or "Invalid Channel" will be displayed on the radio without audio.

5. Wait 5 minutes. It's normal for the radio to continue to display the above status messages prior to switching modes in step 6.

6. Switch radio mode to FM for 30 seconds.

7. Return the radio to SAT Mode.

8. "Updating" may be seen momentarily followed by the audio and normal operation from the satellite radio.