Why is support so bad?

[Helsing001]

I am a Premium Android user in Romania.

I'm having troubles with my daily mixes (almost never generate, never update), issue happening only on Premium - while I was on free they were working fine. 

Also, my Discover Weekly playlist is generated, but it is never shown under Discover tab where it should be, I need to search for it manually.

The same issues are happening to a friend of mine.

I contacted support, several times, in chat. They never solved the problem - all they were saying was wait a little more, someone said I should recreate the account even though I told him my friend has the same issues, another guy said he raised a ticket to support but when I contacted them again no one knew anything about any ticket. The last guy I talked to on chat said he will escalate the problem and I will be contacted via email.

The first email was promising - my issue had been escalated to the highest level of support. First email said I should check if I am offline (already checked by a previous guy) and explained to me how daily mixes work (I told him that 1 of my 2 daily mixes has not even one song that I ever liked, so obviously it is not working for me - btw, the other one was nice but was never updating). I also told them daily mixes were working on free. They said there are no differences between premium and free, so I sent them a screenshot with my daily mixes on free - lucky me, I had one, can't remember why I took it, I guess they weren't expecting that 🙂 . They proposed to create a new account. I told them again about my friend. The next email, can you guess? Wait a little little more, they said, maybe they will generate eventually. I told them I am not happy with the answer, that they should investigate a little before answering and they said the ticket was sent to the dev team. 3 weeks later, no other news from them.

This is unbelievable, honestly.

Worst is that I told them I know other people with the same problem and they don't seem to care.

[wallofchaos]

Your site sucks!!!!!!!

[wallofchaos]

Their support sucks so bad because everyone working support doesn't have a clue. Just reinstall it will be fine.  What the **bleep**. I feel your frustrations. Mine was pausing non stop. Took me a few days to find the solution. When I did find it. It was the very last post that had the answer. Which worked. The thing that upset me most, they closed the discussion so no one else can post or even thank the guy for the proper answer. Did staff even bother to give a solution? Or tell everyone that his post was correct. Heck no. The just rudely closed the thread.  I cancelled just for that reason alone. Had the family premium plan too.  I'm going back to Pandora. Or another app that actually works like it's supposed to. My wife's Spotify also has severe issues. Haven't been able to use her phone for music for week. Adios. Spotify. Jerks. And now I can't even post on this forum. wth guys???

[Maxim]

Hey @Helsing001,

Thanks for reaching out.

If other users are having the same issue (e.g. your friend), I'd recommend referring him to your post and telling him to give it a thumbs up.

Also, can you please post all the troubleshooting steps that you've tried so far?

[alexandruilie]

Hello!

I am the friend but I cannot thumbs up the original post, I get the following message: "Sorry, you can't like this post."

Please make spotify great again, Thanks!

[alexandruilie]

Just seconds after my post I was able to like the original post, thanks for fixing it so fast! If only the spotify functionality could also be fixed this fast; or just fixed.

[Helsing001]

The troubleshooting steps are all I could possibly have done, but this is clearly a backend problem.

I reinstalled the app, checked the daily mixes also in browser and on the Windows app, checked if I am offline - I am not.

Most importantly, I asked one Spotify support person to cancel my Premium account - my daily mixes were instantly back, all 6 of them. Then I asked him to reactivate my Premium account - they were gone again. He said my free account is in some sort of trial, I don't know what that meant exactly, the fact is I had good, diverse daily mixes. The same was before going Premium - and they were updating constantly, too.

[wallofchaos]

Ouch. That sucks. I feel your pain. My account was hacked. They deleted
everything. Had to start from square one.
If the trial account is the same email as the premium it "should" transfer
over. If it is a different login than premium then yea, you wouldn't have
anything saved. But I am assuming it's the same login. Heck I have never
used free. So I'm no help really. 😞

[Maxim]

That's odd.

I'd recommend checking if you have any other Spotify accounts.

Let me know how it goes.

[Helsing001]

Thanks for the reply.

Facebook has an expired data access permission.

My main email address is conected, because I receive emails from Spotify. Other email addresses shouldn't be connected to the Spotify account in question and also the Spotify account shouldn't have multiple email addresses attached, but I don't know how to check.

I used Spotify on several devices, but I don't remember to ever connect to another Spotify account from my phone (I did it once on my PC). I just got my current phone, so I haven't checked in the caches like in the example because for sure I will only see my account.

Hopefully this helps.

[Maxim]

Okay, so since you say that you only have one account, can you please let me know which device this issue is happening on (device type, current OS) and the version of Spotify.

Thanks!

[Helsing001]

Sorry for the delayed answer.

It happens on all kind of devices: Windows 10 PC, Windows 7 PC, on 2 Android 8.0 devices etc On Windows I tried both the web interface and the application.

Spotify support answered in the meantime. They seem to acknowledge there is a problem, not sure if they say it's general or only happens to me. Here is their answer:

Thanks for being patient with us.

We have alerted our developers to this issue and they are investigating the matter. They are aware of the number of Mixes going down when you update from Free to Premium.

We appreciate your inputs, specially the screenshots, as they help us focus on the particular issue you experienced. Please be aware we’re not able to confirm if or when your specific request will be addressed.

We are however able to confirm that your Daily Mixes should eventually go back up to six.

[Maxim]

Thanks for letting me know.

Since the Support team has already got back to you with this information, and you've followed all the required troubleshooting steps, I can assure you that this has been reported to the right team 🙂

You can check the following Ongoing Issue post for the latest update on this issue.