Support not working

[lazyyh]

Hi guys. I've been talking to spotify support via email and they suddenly stopped responding, I have also been messaging support via the messaging app to find out what is going on but that has also just locked me out. Can someone please verify if spotify support is down and why I am not able to access this service? 

[Bittencourt]

Hi @lazyyh, thanks for reaching out!

That's odd. My first suggestion is that you try the messaging app again, this time using a different browser.

Also, I can try to help you here if you tell me what's going on 😊

[lazyyh]

I’ve tried that already. Either I get ‘something’s not working’ or the
convo just gets shut off and I can’t type anything! Is there a technical
issue?

[Bittencourt]

Hi @lazyyh,

I tried reaching out to support just now, but no issues for me. Have you been in touch with support before, in any longer conversations? It's possible that you might not get a reply back if the support team is still looking into things backstage or if they don't have any further news to share at the moment.

[lazyyh]

Thanks for confirming that it's not a technical issue. I have recently
re-tried messenger and it has started working. I got a response (twice) and
both times after reading up on my case I received the following response:

I appreciate your patience. It's seems that someone on our escalations team
already reached you out via email, and already addressed your queries. We
don't have any more information to share, but we'll be here if you need
help with anything else.

And then both chats were ended before I could respond.

I find this quite confusing as my issue was not resolved and I received no
email indicating that they thought my issue had been resolved or if not why
they had stopped replying. Am I being ignored? And if so why might this be?

Thanks

[Bittencourt]

Hey @lazyyh, thanks for your reply.

Can you please tell me what the issue is? I might be able to help you.

Just keep in mind that if it's something account-related and the issue has already been escalated, this isn't something I can speed up, since CS is probably already taking care of.

[lazyyh]

Thanks for your quick reply!

There is quite a lot of context and as it stands I've been passed around 8 different people already - all of whom I've had to explain my issue from the top - so I am sure you can understand why I am keen to first understand why support is not responding to me. To illustrate the point I am going to upload my chat - I just tried to get through again now and you will see that as soon as they read my issue the conversation was ended with no response or reason. This is the third time it has happened as well as my original email thread going silent. I am sure you'd agree this is very strange and concerning behaviour? Can you help me get to the bottom of this first?

[MihailY]

Hey @lazyyh,

Thanks for sending over the transcripts.

Looks like your issue had already been escalated and the colleagues from chat don't have any news to share at this point and that's why they're closing the conversation.

If you've already been in touch via email with the team that this has been escalated to, then we'd advise simply replying in that email thread.

Cheers,

[lazyyh]

Thanks for this. I appreciate you putting the time into answering.

That's not what I can see in that chat. What the uploaded conversation shows is that I have asked support to look into my question and then with no response or explanation the conversation is immediately closed. This has happened more than once. This is also exactly what happened in my email thread as well. I have also sent messages to the original thread as you have suggested but still no reply and no explanation. 

Please can you help me with the following:
- Is this how spotify support normally operates?

- If it is not can you either explain to me why this is happening or if not connect me to someone who can? 

Thanks again for your help!

[Yordan]

I'm afraid we can't tell why that is, @lazyyh, as your inquiry was handled privately and we're unable to access it here on the public forum. We'd love to help out and start over though - feel free to share what your original request was and we'll try to shed as much light on the matter as possible.

⚠️ Heads up: Account-related inquiries are generally beyond the scope of the Community as they may include sensitive/personal information and are thus only handled privately.

Cheers 🤘

[lazyyh]

Thanks for your response - I appreciate you putting the time into getting back to me. It makes a lot of sense that community channels don't handle account-related inquiries but as I've explained after 10 emails to my original thread (all ignored) and 4 new support requests using the chat (all shut down immediately) it looks like Spotify support won't help me and won't respond to me (even just to let me know what's going on) hence why I'm requesting help here. I know this isn't your fault and I appreciate your offer to help me fix my original issue but I have already been trying to start the support process all over again and Spotify just won't let me! I've found this whole experience pretty horrid so I'll be cancelling my subscription and moving to an alternative streaming platform. 
Thanks again