This morning, I received an email from XM Radio about a firmware upgrade for my Pioneer XMP3 portable satellite device. One of the additions this update will provide is charging the unit’s battery in a standard USB port, which would be a very handy feature. I was looking forward to doing the update until I visited the link they provided, where I discovered that I would be required to have Windows XP SP2 with Windows Media Player 11 or higher to flash the radio. Since I’m currently Windows-free (and have been for many, many years), I’m out of luck.
I sent the following message to the folks at XM this morning via their website. As I state in the message, I know complaining about this probably isn’t going to provide the solution I need. However, that doesn’t mean I can’t express my dissatisfaction.
After reading this, you may wonder why I just don’t bring the radio to my job and to the update on one of their computers. I work in the Pentagon. I can’t even bring the radio into my office, let along plug it into a DOD computer.
Here’s what I wrote. Let’s see what happens.
I received an email today regarding a firmware upgrade for my Pioneer XMP3 portable XM satellite radio. While I appreciate the direct notice of this upgrade and the performance enhancements it will allegedly provide, there’s one thing I don’t appreciate. Why is it that companies like XM assume that everyone who subscribes to their services and uses XM equipment also uses Microsoft Windows?
I have been a Linux-only user since the mid-1990s. I have no use for Windows, don’t care for it’s lack of security, and I truly despise the closed, locked-down nature of the system and its software. The only time I ever use the system is during my daily tasks at work, because I’m required to do so.
There isn’t anything I cannot do in Linux that requires I also have Windows installed somewhere. Apparently other than updating my XM Radio firmware.
Linux works with all PC hardware, including the industry-standard USB ports that are likely required to perform the firmware update. How difficult would it be for a large, technologically-advanced organization like XM/Sirus to hire a couple of Linux developers to create a tool for performing this function on the Linux platform?
I know you believe that the number of XM users who also use some version of Linux doesn’t justify the cost of staffing developers to provide this service. I believe you would be shocked at how many of your customers actually do use Ubuntu, Fedora, OpenSUSE or one of the dozens of other Linux distributions. Someone with Linux development knowledge could create a single tool that would work on all versions of the operating system.
I realize complaining about this probably isn’t going to help me get my radio updated. But you need to understand the frustration of people like me…professional adults who spend money on your company’s services…who rarely seem to get any large company to understand that Windows is not the ubiquitous platform you believe it is.
By the way, not that this helps me, but I also notice you ignored the millions of people who own these devices and use one of Apple’s Macintosh systems. I don’t see an upgrade tool or method for them either.
I ask that you please excuse me now. I need to go borrow a Windows system from someone if I want to do this XMP3 upgrade.
Like yourself I am a Linux user. Unfortunately as I’m sure you are well aware we are in the minority. I’m sure XM does not feel there are enough XM/Linux users to justify paying someone to write the Linux tool that you covet. Yes XM does risk losing some subcribers, but probably figures it would cost them even more to staff a Linux coder. In the end it all comes down to the money as it does with any business.
While I like Linux and I appreciate your letter. I must admit I get a bit tired of what sounds like whining. Why go into all this detail about why you don’t like Windows and lack of security. Just say that you only have Linux and you want them to provide a driver. You discredit yourself with the company and some other readers. I want to see a Linux driver too. But when is comes to letters to the company, perhaps less frustration and more to the point..
Thanks,
Dave (Windows, Linux, Mac user)
Here are some rules I follow when writing similar such letters:
1. Don’t complain about Windows or try to explain why I use Linux- it is not relevant.
2. Do point out that I am one of millions of people that use Linux. Back when Linux-powered netbooks dominated Amazon’s top 100 list, I included a link to the list.
3. Do point out that vendors of other products such as routers allow firmware to be updated from any OS by means of a web browser.
Such letters are much easier to write when the particular vendor has competitors – I can threaten to switch. Probably doesn’t help here.
Very well written, very polite, and a really good movement on your side. Now, Pionner should answer. Please keep us up to date.
I had a similar problem and I installed windows in a Virtual Box. This allowed me
to pass through the USB connected device and use it. I later created a driver that
passed requests from a linux application to a server I wrote that passes the request
to the windows driver over TCP.
My bank also has a feature for depositing checks from home though their web site
but it only works from Windows. Again the windows in Virtual Box running
FireFox works fine.
Of course I complain about the lack of Linux support. But until then Virtual Box
solves the problem until then.
Joe, I appreciate the vent (I’ve sent quite a few similar messages myself) but, tell me, did you actually START with this message as your first contact to XM?
Just me, mind you, but I usually try the faux-naive approach first (“hey, I don’t run Windows- got any alternate methods?”) before I blast the reply with both barrels. There is the slight possibility that there is an existing Linux solution, and XM simply assumes that all of us in the secret-handshake society know it already.
I’m with you. I have the same problem with my Garmin GPS. It needs windoze to update/upgrade or whatever. And, although I can copy music and videos onto my Sandisk Sansa View, I can’t update or upgrade it either. I share your pain.
I think my solution will be to buy a netbook with Windoze 7 and I’ll load Ubuntu for dual booting.
Myu solution would be to collect the downloadables onto a CD, then pop along to a local computer store, preferably a brain dead megastore like PCworld, and say that you want to ensure that the new computer you are thinking of buying is compatible with your radio,
I would have asked them how they’d be crediting you the remaining balance on your subscription, myself… cash, check, or card?
Cancel subscription.
That is the only message that “they” understand. And make sure you tell the phone operator exactly why you are canceling.
When the two merged a couple years back, I was an XM subscriber with a 3yr sub plan in place. At the merge point they added talking DJs to what became of the one channel I listened to the most. So, I called up and canceled and got my refund on the remainder of the 3yr plan.
The lady on the phone went all the way up to offering me a free 1 year of service if I would stay. Told her no, cancel the thing. Her response: “not even for free…..”.
You should do the same. If they don’t support you, then you should not support them.
Does the firmware update work with Wine or FreeDOS?
Well, I’ll try to address your comments one at a time:
Lantesh: you’re right. Always follow the money.
Dave: I want them to try to understand why I use Linux, so they can’t come back and play the “well, why don’t you just switch to Windows” card. They need to understand why we Linux users do what we do.
sk43999: explaining why we use Linux and why we don’t like Windows is, unfortunately, not always obvious to these people. Read my response to Dave.
Pedro: Thanks. I will follow up, if/when I hear from them.
Larry: Good idea. But that misses the point. That’s extra steps I have to take. That means I have to find a copy of Windows (I don’t own a copy anywhere) or buy one (which I won’t do). I’m not going to use a pirated copy, on principle. I’m the customer of *their* product. I can’t believe this can’t be done over the air, frankly. I have an Android-based phone and a DirecTV DVR. Both of them have had OTA firmware upgrades. Why not XM?
Tyler: no, this was my first contact with them. I suppose I could have tried what you suggested. But, having been a Linux-only user for a long time, this was just the latest example of a hardware issue that required Windows. Like most Linux users, I tend to be more experienced in figuring things out, and I did a pretty thorough search for a possible solution to this first. I guess I’ve about had it with situations like this and wanted to hear an explanation (other then the “nobody uses Linux” reason, which doesn’t wash anymore). I’m still waiting.
Bob-El: I used to use a Sansa E200 series MP3, and my solution was to load Rockbox. This isn’t a possible solution for everyone, but it worked for me and I got more and better features out of my Sansa. I won’t do what you’re planning, because that would be caving. I’m very happy NOT having Windows in my personal life. I’d like to keep it that way.
Bob Harvey: Good one. Best Buy might be the place to go for this. Many of their Geek Squad guys are pretty clueless.
Michael S: Don’t know. I don’t use Wine (again, that’s kind of caving to useing Windows) and I doubt FreeDOS would work, because the update allegedly requires Media Player.
Baylink and anon: the idea of canceling crossed my mind. But the radio was a gift from my bride of 30+ years and that means something to me. Some of the programming is stuff that is kind of important to me for various reasons, so not getting the enjoyment out of it seems to be shooting myself in the foot a little. I’m still waiting for a reply; for all I know, they could come back and say “hey, you’re right, we’ll get on this right away.” Even offering to do something in the future would satisfy me, because I’ve now made them aware of our growing community.
What Baylink and anon said raises the point of voting with the wallet.
I’m for that, if I don’t get the satisfactory response I hope to from XM. Again, I’m not asking them to come up with a solution overnight, but I would like them to address the issue in some way. Since they’re pretty much the only game in town for this service, closing my account would just leave me without the programming I want, and losing one customer might not matter to their bottom line.
As someone who frequently drives long distances across many states, the service can be pretty comforting to have along, vice AM and FM radio stations that come and go (and don’t offer the variety). The service has *value* to me, so I’m trying to fix an oversight rather than take my ball and go home.
Here’s an analogy: there are a lot of FOSS purists who thing using any version of Linux with ANY non-free code is a crime against humanity (just think Richard Stallman). I’m not that anal about it. I’d like to see FOSS versions of everything, but as a realist, I know that’s not always possible. Richard and people like him are willing to plod along with stripped down Chinese netbooks running stripped-down systems for the sake of freedom. Bully. I want to be able to play my music, watch a video, or do the hundreds of other thing I can on my laptop. Unfortunately, the real world requires me to have some of the nasty old non-free code in there.
Well, someone made the effort to make that non-free code work. If all that’s required is that I agree to a license, fine. I need the thing to work.
Perfect example: I buy and download a lot of mp3 files from Amazon’s site. They built a very neat little download manager that integrates very nicely with their billing system. You can configure it fo where you want the downloaded music saved on your system. They built a version for most of the popular Linux distros, and with a little hacking and patience, you can get it working with most others.
But the code is closed. They don’t offer the source. That, of course, violates the FOSS spirit. But it works on Linux, and that’s all most people care about.
All I’m asking is for XM to meet us half-way. I don’t need some FOSS solution; I don’t want the source; I just want something that works without me having to jump through a bunch of hoops, some of which require me to hand over money to Microsoft.
I sent the email a few days ago and haven’t received a response yet, so perhaps they’re mulling it over…usually these kind of mails elicit a “sorry, we won’t be supporting Linux” response, and that be what I get anyway. We’ll see.
Thanks for all your comments and you support.
To the ones that say that there is no need to state the reason why one is using Linux. Sadly there is — without it there would be no need for this blog post in the first place. I am a Linux user as well, and I constantly bump into people that think that it’s just a geeky for fun preference to run Linux, rather than a well considered choice. If I were to get a dollar every time someone said “why don’t you just install Windows?” I would be rich by now. Just my $0.02
Joe, My solution when it comes to flashing and upgrading stuff exclusive for the “windowsphere” is to use VirtualBox as it does support USB bridging. Perhaps that would work for you?
To the ones that say that there is no need to state the reason why one is using Linux. Sadly there is — without it there would be no need for this blog post in the first place. I am a Linux user as well, and I constantly bump into people that think that it’s just a geeky for fun preference to run Linux, rather than a well considered choice. If I were to get a dollar every time someone said “why don’t you just install Windows?” I would be rich by now. Just my $0.02