Like the subject says... Why is Spotify Android support so bad?
By that I don't mean the Android application but actual support here in the community (some might argue the app is also bad, but that's a whole different discussion).
Lets look at some statistics from the two pinned threads in the Android forum...
This thread was started on 2012-04-19 and has 45 pages, 446 replies, 342 kudos points and 16295 views.
Out of this there are just 7 responses from Spotify and perhaps the only reply ever by one of the Android delvelopment team. On 2012-06-12 ponjoh said landscape mode is coming, he couldn't give a specific date, but he said it was high priority.
This thread was started on 2012-06-21 by Spotify community manager PerBonomi who asked for feedback on problems with the latest Android release. The thread has 11 pages, 109 replies, 49 kudos points, 2573 views. Apart from the original post, there have been only 4 posts by Spotify employees, 2 basically saying "Thanks for the feedback, but we can't tell you if, what or when anything will be fixed", 1 sarcastic reply and 1 suggested workaround.
Now, I don't know about you, but to me these statustics don't look too good and show a very one sided conversation going on here. We, the paying users of the Spotify Android application, are very engaged as can be seen by the 16295 views on the first thread above. We ask lots of questions, we make lots of suggestions and we report bugs that we find and we make known the features that we think are lacking and would like to see. What do we get in return? Not much is the simple answer. Hardly any interaction from Spotify employees, and where there is interaction there is an almost complete lack of any useful information. The youngest thread above is almost 1 month old, more than enough time to give use some more useful information and not just thanking us for the feedback.
All we want to know is that you are listening to us and that something is actually happening. How hard is that? We don't need to know exact release dates we just want to know what's going on. Right now all we see is all of our comments, suggestions and bug reports falling into a blackhole. We don't know if anything we say is being read by anyone other than support staff that aren't responsible for, and don't have much influence on the actual product. Are the Android developer(s) (I hope to god there really is more than 1) and the Product Manager actually reading these threads? We don't know because you don't tell us!
It would be really good if the Android developers took part in the community here, but even this is not essential as long as there is a clear communicaton path from Customers->Support->Development and then back again Development->Support->Customers.
All we want is some basic common courtesy, answers to our questions, and not being ignored.
p.s. It would nice if someone from Spotify could respond to my other post here (it's been up for more than 24 hours now, has anyone from Spotify even looked at it? Do you have any response? Did I find a bug? Is this just a one off? What do the files "offline", "offline.bnk" and "offline.bnk.tmp" do?...
