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Bad customer support experience

  • November 22, 2023
  • 7 replies
  • 109 views
A
Runaway Baby

Hi,

Did anybody had to open a ticket to Deezer support and had a bad experience with them ?

On short, I opened a ticket related to Flow not working. I had the same songs played over and over again. About twenty or something like that.

In the ticket, I mentioned that I have the same problem on mobile, Windows app and web. They obviously asked for app versions and after I provided them the version of each app (Android and Windows) they closed the ticket by saying that I do not use an official app. I had to figure it out that they were referring to the Windows app which, indeed, was old. I was left speechless.

They totally ignored the mentions about the Android app and web.

This is how the support “works” nowadays ?

J
T
2 people like this
  • J
    Jorge.Flores
  • T
    tequilamockingbird

7 replies

awesomemac
Deezer Legend
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  • awesomemacDeezer Legend
  • Deezer Legend
  • 1492 replies
  • November 22, 2023

Hi @alexandrovici, in the past I did contact Deezer support 3 times. My experience with the support was good.

My questions were different than yours, but they gave me good answers which I could use.

Last time was in September this year. 

Jaime.Deezer
A
Leonídia.Deezer
3 people like this
  • Jaime.Deezer
    Jaime.Deezer
  • A
    alexandrovici
  • Leonídia.Deezer
    Leonídia.Deezer
Barendrecht
Lover

On this forum only thing I see is that do no realy answer questions. and label most things 'not for now'. Or say " unfortunately our development team does not have a estimated timeline for this" ... Hilarious. And now the drama with the new layout... Real popcorn time reading this forum.

Nina Nebo
Deezer Legend
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  • Nina NeboDeezer Legend
  • Deezer Legend
  • 4755 replies
  • November 23, 2023

 

Hi @alexandrovici !

Do you still have problem with Flow !? 

Maybe users in this community can help you somehow !

 

💜🎧 | One good thing about Music, when it hits you, you feel no pain | 🎶💜
Leonídia.Deezer
1 person likes this
  • Leonídia.Deezer
    Leonídia.Deezer
A
Runaway Baby
  • alexandrovici
  • Author
  • Runaway Baby
  • 3 replies
  • November 23, 2023
Nina Nebo wrote:

 

Hi @alexandrovici !

Do you still have problem with Flow !? 

Maybe users in this community can help you somehow !

 

Nina, to be honest, I don’t even care. I didn’t open Deezer since then. I already have a YouTube Music Premium subscription and I’m using that at the moment.
Now, I’m trying to find a reason to not cancel my subscription to Deezer. And the only one is the quality of the tracks (HiFi).

I’m working in the software industry and I just don’t want to support/encourage bad management decisions :)

But thank you for the reply !

Nina Nebo
1 person likes this
  • Nina Nebo
    Nina Nebo
A
Runaway Baby
  • alexandrovici
  • Author
  • Runaway Baby
  • 3 replies
  • November 23, 2023
Barendrecht wrote:

On this forum only thing I see is that do no realy answer questions. and label most things 'not for now'. Or say " unfortunately our development team does not have a estimated timeline for this" ... Hilarious. And now the drama with the new layout... Real popcorn time reading this forum.

Well, you can imagine that as a company, you can’t take every wish/ request of a feature/ idea and implement them.

If I would own a company, I would do almost the same. Politely refuse the majority of the requests and implement a few. It’s about strategies, about planning, about market, about capacity, costs and so on.

You just can’t take all the ideas/ wishes people have and make them a feature.

In terms of issues, that’s why you have support and ticketing. The problem here is that from what I experienced, their support it’s a joke.

Nina Nebo
Deezer Legend
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  • Nina NeboDeezer Legend
  • Deezer Legend
  • 4755 replies
  • November 23, 2023
alexandrovici wrote:
Nina Nebo wrote:

 

Hi @alexandrovici !

Do you still have problem with Flow !? 

Maybe users in this community can help you somehow !

 

Nina, to be honest, I don’t even care. I didn’t open Deezer since then. I already have a YouTube Music Premium subscription and I’m using that at the moment.
Now, I’m trying to find a reason to not cancel my subscription to Deezer. And the only one is the quality of the tracks (HiFi).

I’m working in the software industry and I just don’t want to support/encourage bad management decisions :)

But thank you for the reply !

I'm really sorry about your bad experience with support and hope you will use Deezer again one day  😊

💜🎧 | One good thing about Music, when it hits you, you feel no pain | 🎶💜
Jaime.Deezer
Community Manager
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  • Jaime.Deezer
  • Community Manager
  • 5188 replies
  • November 24, 2023

@alexandrovici I am sorry that you had a bad experience with our support agents.

Have you checked this article from one of our superusers about Flow?:


Regarding the error message (“the requested content is not loading”) please check this article in the community: 


You mentioned that you have not opened Deezer since then. Could I ask you to try again and let me know if the problem persists?
Thanks, and apologies for the inconvenience
 

Leonídia.Deezer
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  • Leonídia.Deezer
    Leonídia.Deezer

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