I love deezer but...


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Dear Deezer

I've been a family member for a few months now. There is so much I love about Deezer. The depth of choice, the lyrics, the flow and other recommendations. And I enjoy supporting a smaller player in this market who has less clout and money compared to other services.

But you're making it hard for me to stay. To be honest, the application is buggy. Songs get removed from playlists. Favourites suddenly don't appear marked anymore. Blacklisted tracks and artists are still played. It's a lottery whether Chromecast works without needing to reboot my phone. Sometimes Deezer adds more songs to my playlist automatically and sometimes it doesn't (I have recommendations turned off). Etc.

I feel like Deezer care and want to help but some of these things are basic core features which should work consistently. I sometimes feel like Deezer don't test or even use their own application. Removing the cache and the application and then reinstalling is not a professional way to fix problems and often it doesn't work anyway. And I rarely have to do this with other apps which cost less money or are even free. And promises that issues will be passed on to the relevant people does not represent any intent to fix a problem.

I recommend that you open a dedicated bugs channel where issues are logged and investigated through to a conclusion. Fixed, won't fix for reason X, can't replicate the problem, etc. In this way it would be possible to really understand the problems users are facing and improve the stability of the application.

I love Deezer and I will stick around for a while to see how things pan out over the coming months but I have to be honest in saying that I often don't find the application to be stable, reliable or easy to use.

Thanks


8 replies

Userlevel 7
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Hello @Jim Barton, your honest feedback is very much appreciated. We’re thinking as well of ways that would enable us to have a better communication with you regarding the issues we have. The Community itself was created to improve this communication, we do think we’re getting there but obviously there’s still a lot of work to be done.

I recommend that you open a dedicated bugs channel where issues are logged and investigated through to a conclusion. Fixed, won't fix for reason X, can't replicate the problem, etc. In this way it would be possible to really understand the problems users are facing and improve the stability of the application.

→ I really like this idea, we had something similar in mind for the Community.

Let me share your feedback to the team so we can discuss it, I’ll get back to you regarding this.

Thanks a lot for your support :slight_smile:

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@Kevin Deezer Thank you so much for taking time to reply. 

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@Kevin Deezer According to @Rob Igo you already have such a service and I should visit https://support.deezer.com/hc/en-gb/requests/new

Is this correct? In which case why aren't people on this forum directed there when they report bugs here?

Userlevel 7
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@Jim Barton No worries, that’s our job :slight_smile: But I do believe your feedback deserves more than just an answer, because it makes a lot of sense. It won’t be done in only one day, it’s a lot of work, but this is the kind of communication we’re willing to set up. We also need users to bear with us and be active on the Community, just like you are, so that we can work and exchange together to create a better service. We’ve had good results recently, like a Questions & Answers session on the French Community that was a first for us, kind of an experience and we want to do the same on this Community in the future :wink:

Userlevel 7
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@Jim Barton sorry I hadn’t seen your latest comment, I think we were both writing at the same time. That other service is the customer support team, they mainly deal with issues with your account and subscription. You can obviously report bugs, but this is something you might as well do on the Community so that other users have visibility on the issue.

We (both the Community and the customer support team) create tickets on our side related to each bug, and when we answer you that we are forwarding your feedback to the teams, we’re basically adding you to the list of users affected by the issue to evaluate how much of an impact it has on the users.

And again, I would like to improve the visibility you have regarding bug fixes, and this can only be done through the Community, as it is a public website :slight_smile:

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@Kevin Deezer Thanks for getting back to me. Regarding the bug reported in my other thread then, I will continue to discuss it on here.

I think main issue is that most responses to bugs seem to be that it will.be reported to the relevant people but I would like to know what happens after that. Could the team replicate it? Did they run any tests? How about requesting an application log from the user and then giving feedback on what is found? Etc

Thanks

Userlevel 7
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Hey @Jim Barton 

Nice speaking to you again, I've been away for a while. Glad to know that @Kevin Deezer was taking good care of your queries in the meantime.

You're absolutely right about knowing what happens next. It's our aim to bring that process a bit closer so we've been working with our community partners (InSided) to create a space dedicated to that. A bit of what Kevin already mentioned.

The reason why a bug could take longer to get fixed depends on some of the stuff you mentioned, like the tests or if they can't be replicated. In some cases, we may request logs from users, but our Deezer Legends (community superusers) are the ones picked for that first :thumbsup_tone2:

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@Rudi Thanks for your reply. I think it would be good to separate out bug reports and fixes from the other general discussions on this forum. A dedicated bug reporting space where issues are followed through to some conclusion. I realise that would probably need more resource from Deezer’s side but ultimately I think it would really help with quality and be a pay back in terms of user signups.

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