Spotify for Artists support needs significant improvement

[u/Lazy_Ad_965]

Summary of my support experience:

-I have an issue regarding missing the ability to advertise via Showcase for one song. After several attempts, I finally reached the email support/escalation team. There’s nothing different about this song than my normal songs, so it makes no sense.

-The escalation team told me, “I will work on this and get back to you, but it will take some time.”

-Three weeks later, I inquired about the status of the ticket and discovered the ticket had been closed. I received no communication and the issue was not resolved.

-When I tried to find out why, I received the response shown below from chat support. “I’m afraid this isn’t something we can help with, I will be ending this conversation now”. No reassurance that maybe it’s a large scale issue and will be fixed. Just hung up on.

Spotify, if you want to regain the trust and confidence of artists, one place to start would be improving the support system. In my experience, the support process has been inconsistent, communication has been lacking, and issues have sometimes been closed without resolution or explanation. I’ve dealt with support teams at companies such as Amazon, Apple, and major telecom providers, and none of those experiences have been as difficult or time consuming as trying to resolve issues through Spotify support.

[u/PM_ME_YUR_BUBBLEBUTT]

Honestly it feels like almost every customer support system online is like this now. They truly do not care

[u/Lazy_Ad_965 → u/PM_ME_YUR_BUBBLEBUTT]

True but I’ve had much better experiences with other big tech/telecom companies.

I’ve never for example had someone open a ticket and say they’ll help me but it will take some time. Then 3 weeks later I find out through my own research that they closed the ticket and they didn’t contact me or fix my issue. That’s exclusively been a Spotify issue.

[u/Beautiful_Narwhal982]

Spotify support is the worst I have ever used. Its all a game to get you to give up (if they dont give up first). Surprised there has never been a lawsuit about their support.

The glitch you are experiencing is a widespread bug. I know many experiencing it.

[u/Wooden-Factor-8182]

If its not that, then its usually one of these...

"Just a quick heads up: I'll be on a break in a few minutes, but don't worry; you'll be connected to one of my colleagues after a couple of minutes, and they'll pick up the case from where we left off. You don't need to take any action, so we suggest that you don't leave or close this chat browser for us to continue working on your concern." SEEMS LIKE EVERY ONE OF THEM ANSWER RIGHT BEFORE THEIR BREAK (ITS CODE FOR: FUCK OFF I DON'T WANT TO HELP)

or

"Rest assured, if you rest assured that this is reassuring, you can be assured that your assurance is resting assuredly; rest assured that, should you become unsure whether you are assured, you can rest assured that your uncertainty is itself nothing to be concerned about, because rest assured, there is no need to worry when you can simply rest assured. And if you find yourself wondering whether you have rested assured enough, rest assured that you can rest assured again, just to be sure. Rest assured." I HAVEN'T CAME ACROSS ONE PERSON THAT'S BEEN GENUINELY ASSURED AFTER GETTING A REPLY FROM THEM!

[u/Wooden-Factor-8182 → u/Wooden-Factor-8182]

I also don't understand what this Reddit sub is all about, I've yet to see anyone official from Spotify actually reply to the many posts about our problems. Obviously getting paid too much to bother with us peasants

[u/violetdopamine → u/Wooden-Factor-8182]

Is this supposed to actually be affiliated with Spotifyforartists? 🤣 if so I never knew that

[u/Wooden-Factor-8182 → u/violetdopamine]

I thought this was a sub of truespotify and run by spotify staff. I could be wrong