Well, I just cancelled my account. The response I received when writing to the "premium" users' helpdesk sealed the decision to switch to Rdio (which, by the way, works fantastically.)
Below is the reply I received from Spotify support, followed by my email. It's depressing that I took the time to write out an impassioned plea for help (again!) and provided links to the issue, previous tickets where I've explained the issue, and the response is basically "what's your problem?". Apparently the tactic here is to just delay people so their monthly subscription renews as they do nothing to communicate with customers. Extraordinarily poor customer service showing.
Good luck to the rest of you hanging on in hopes it'll get better. Maybe it will someday and I'll be back. Until then, I'm voting with my wallet.
From: Kenneth Henderson <support@spotify.com>
Subject: RE: Canceling, but there's one last chance... [
ref:_00DD0pxIW._500D0LlVOL:ref ]
Hi there,
Can you let me know what your existing problem is.
--------------- Original Message ---------------
Sent: 03/01/2013 21:59
To: premium@spotify.com
Subject: Canceling, but there's one last chance...
I've written many community forum posts. I've tweeted. I've literally begged via support for help or an answer -- and have received nothing.
Perhaps this email alias goes to another support group that will actually do something? I don't know, but I'll give it one last shot.
Here's my problem:
http://community.spotify.com/t5/Mobile-iOS-iPhone-iPad-iPod/Radio-on-iOS-6-Spotify-broken/td-p/21058...
That entire thread. The proposed solution about some third party app causing problems is not the culprit. Support tickets? Got those, too. Check this one that went nowhere: ref:_00DD0pxIW._500D0LlVOL:ref
Tweeting after receiving no helpful response or assurance that it was even a bug that would be investigated got me this response from @SpotifyCares: "This is something the team are looking into. Sorry! In the meantime, you could try starting Radio with Wifi and then switching /M"
Okay, this is progress. Someone's at least "looking into" it.
So before I cancel, I ask one last time, passionately: is this a bug that will get fixed, or is it just not an issue Spotify wants to spend time tracking down?
I'm wasting money every month on a product that isn't working, and I'm literally begging you folks to help give you diagnostic details that will help pinpoint the cause of the problem...yet nobody seems to listen, express any concern for the issue, or actually read the forum posts!
I was ready to cancel after the two support followups I had where it was obvious nobody even read my message before responding. Now I'm pretty much ready to ditch the account, unless you'd like to confirm that this is a bug that will be fixed or let me help you folks get it fixed by providing you with whatever information you require (seriously, look at my previous emails - I am not an idiot...)
Please let me know. It's $10, which is peanuts I know, but I'd never heard of the "premium@" alias for support, so perhaps this reaches a group of people who actually give a darn? Time to find out.. 🙂
Sorry it's so long winded. I look forward to a reply, though!