I sit at my keyboard and attempt to control my ever increasing anger. It has been 36 hours of no account access and no response from Spotify support. I am actively paying for someone else to, not only view plenty of personal information, but use my Spotify account.
This message is to Spotify (the company). Expand your support and increase your security measures. It is industry standard to not allow accounts to change email addresses without a confirmation from the original email address (not just a notification!). It is smart, to employ two-factor authentication, device authentication, or any number of possible security filters making it easy for users to recover their accounts on their own. That is, without having to wait on your under-funded and under-staffed support.
This part is to Spotify (the people). You work hard. I am sure of it. You probably get plenty of requests just like this one all the darn time. Guess what? That means your company's security sucks. Make them fix it. I am sure it will be hard to find the time. What, with all the account resets you have to attend to now. Perhaps some of the money that the company is making can goto hiring additional staff to tackle this issue.
Now back to Spotify (the company). I will be plastering this complaint on your message boards until my issue is resolved. At which point I will move my suggestion from 'Help' to 'New Ideas'...."New" Ideas.
The response times are a real problem.
I actually received an email yesterday asking for some follow up information. The tech said that they are "having a bit of trouble locating [my] account" and "need some other details". So birthdate, orginal email address, email that they sent me and my account username are not enough?! Sorry, Spotify. Get. Your. **bleep**. Together.
I see that the 'Help - Accounts and Subscriptions' section is the largest on this forum. How do you expect to make an IPO like this? You are a company who's whole business model is to deliver a streaming product to a customer. You HAVE to take care of your customers in a more timely manner.
My suggestion stays the same as in my last post. You can greatly reduce complaints by improving security and introduce better account recovery methods. This is actually painful to watch...
-maligor
Case #s 03374927 and 03368938
Merged with post 'Account Hacked. 60th hour.'
I think the community should know that it will take several days (or more) to complete an account reset.
I think the community should know that you might have to cancel a credit card and create a new account instead.
Lastly, I think the community should know that Spotify support can be improved and there are features we should be asking for.
-maligor
Staff / Moderator/ 3 years ago in Social & Random