Hello,

I am writing to complain about the bad customer service you have.  It is so bad, that it´s rear for a paid service.

Many days ago, I made a simple request: please delete my account.  All well up until then, the account was deleted, and the support representative reimbursed me the money I had paid for Premium.

However, I had the extremely bad idea of thinking that your software and integration with Facebook actually worked well, so I created a new account and paid for Premium again.  At the time there was a promotion of "Paid for one month and get 3 of premium service".  Awesome.

However, by accident, I linked my account to my girlfriend´s Facebook account, when using Spotify on her iPad. After several attempts to unlink both accounts without succcess, I contacted your customer service again, and asked a simple question one more time: Can you please delete this account, so I can start afresh?  After all, the problem wasn´t mine, it was the software that wasn´t working, because I should be able to disconnect both accounts.  

And that was the mistake.  Something that was soooooo simple the first time, because a pain..you know where.  Not only I had to send lots of e-mails just to confirm what I had just confirmed.  But your response time is soooooooooo loooooooooooong!!!

So I asked: delete the account, please, and reimburse me the money I paid for premium.  --Money? From Premium? Which Premium? When did you pay for Premium? Bla, bla, bla, bla, bla?   After I sent all, and I mean all! the details to the customer service representative (the number 5 or six by that time), I´ve got the response...I´m sorry, but since your account was deleted (because, Alelhuya! I got my account finally deleted), we cannot reimburse you, but we can give you a free month of premium anyway! Awesome! NOT!

When I asked whether you would respect the 3 months of free that I got when I signed up, the answer was:

I hate to be the bearer of bad news but I can only able to credit you the one month, I am sorry there isn't much more I can do about that Herman.

Would you like me to apply your free month now? 

Sorry again Herman and I look forward to your reply! 

25 e-mails, a lot of time wasted talking to you guys, the problem was originated because of a failure in YOUR software, whuch I PAY TO USE, and you cannot honour the conditions under which I subscribed to the service in the first place?  Can you please tell me, what kind of company you are, and what is going on here?

This is the worst ever customer service I´ve received for a paid service.  Just so you understand what I mean:  I work for an NGO which uses Microsoft software, which we get completely FREE.  Do you know how long I wait for them to get back to me after I submit a service request? A: 15 - 30 mins.  Yeah, they are Microsoft, fair enough.  Let´s give the startup Spotify 6 hours then...ohh, no...12 hours.  No, not enough.  What about 2 days to just write 3 lines of a follow up e-mail? Because that´s how long I had to wait for you to get back to me most of the time!

You should be embarrased.

Regards,

Herman Haugland

(Ex) Spotify Premium Subscriber

PS: Attached you´ll find the ridiculously long conversation I´ve had with your customer service, just to get my account deleted twice and 2 reimbursements.