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Google Cancelled Home Mini Order (Australia)

Google Cancelled Home Mini Order (Australia)

Plan

Family Premium

Country 

Australia

 

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

 

My Question or Issue

Spotify emailed both my personal and work emails about a spotify deal (Upgrade to Family - get a free Home Mini). I upgraded, go the link - processed the order only to get an email saying it was cancelled (this was all done within a minute of the email coming through). Spotify support said to contact Google, Google said to contact spotify. I tried again using the work's spotify account only for it to become canclled again (can't verify order) - no other information.

 

A quick Google search appears that this is a widespread issue, especially in other countries. Apparently there is no solution, and no one is taking responsibilty or at least assisting to solve the issue. I believe that this promotion breaks consumer fair trade and will be logging this with the ACCC (Australian Competition and Consumer Commission).

I will give spotify a maximum of 3 business working days to rectify this issue, especially since others are having problems. I'd rather see less people get ripped off.

I have attached a Screenshot of the email and deleted any personal information

 

Capture.PNG
Reply
50 Replies

The Spotify support email, I got had a hyperlink, I didn’t have to copy and paste the promo code. Their solution appeared to of worked. 

 

The issue we we are having is certainly Spotify related, stick with the support team, it should provide a suitable outcome. 

 

 

Regardless, we do have the ACCC complaint lodged. I recommend submitting one if you’re not happy.

I've managed to palce an order now like everyone else on here using the hyperlink porvided. The order hasn't been cancelled so far, however date of delivery is estimated at the end of may so fingers crossed it wont be cancelled by then. 

Same here...fingers crossed

Add me to the list of people affected by this error! It is so frustrating as the promotion was part of the reason I upgraded my family's subscription! I have spent way too many hours trying to get help from google or spotify to fix this. Keep us posted with how you go escalating this issue. No way they should be able to do this knowing there is an ongoing problem! Very poor form. 

I'm in the same situation... Ordered last Wednesday and automatically cancelled 5 mins later. I've contacted both Spotify and Google, but no-one seems to be able to give me an explanation or a solution for this.

You won't get an explanation, don't bother contacting Google. Message Spotify, they should pass you onto the specialist team who will reach out via email in a couple of business working days. If that does not occur, retry with another rep from spotify. If you're not happy, log a complaint with the ACCC

Same issue here. Google refusing to respond to support request. Contacted Spotify support and they appeared to be concerned and positive about helping me. Sent them copies of the Google order and cancellation email, they then respond saying they have no record of my order and won't be providing a new code. I've reported both Google and Spotify to the ACCC.

I contacted Google today also and this is what they have to say:

 

Alex (Google)
I've tried checking all the possibilities and I'm afraid to inform that since the promotion is via Spotify, we wouldn't be able to override it manually.
Alex (Google)
However, you can expect an email once there is any new information. Rest assured, we are always committed to render service to the best of our abilites.

Best option is to contact Spotify through their twitter and show them the invioce and they will in time give you another email with a hyperlink for a different code, but you need to sign in as a guest not through a google account. Hope this helps anyone, this is what i went though. Took me about a week or so to get it processed, but it hasn't arrived yet but hopefully it does!! All the best to everyone!

Fear not everyone, I have good news. After the whole documented ordeal, the google home mini arrived! Rejoice. 

Same problem for me. Initially told I had to wait until after my next billing cycle... that didnt work either. I contacted Google who referred me back to Spotify and provided a email stating the there was a problem that only Spotify can fix. I have sinec been in contact with Spotify twice. Both times I was told that it was going to be escalated to another department that would respond very soon. The second time I was advised that the case would be escalated further. After almost 4 weeks I'm seriously concidering cancelling my subscription (along with instructing my bank to dihonour any attempts by Spotify to charge me any futher monies) as well as lodging a complaint to the ACCC. 

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