A request for better, more open communication from staff.

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  • Problem
  • Updated 3 years ago
  • Not a Problem
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I know that a lot of the feedback to the new Last.fm has been disrespectful (including some of my own). The reason for this, though, is frustration at having to deal with lack of communication for so long. In the old support forums, it more or less became a running joke that most issues would be ignored. Issues dragged out for months (for example, the compatibility issues between iTunes and the desktop scrobbler), and solutions, if any, would eventually come from other users and not staff. Stickied threads about updates and issues would be abandoned for years (I recall one "known issues"-type sticky being last updated in 2013).

Migrating support to Get Satisfaction is a step in the right direction, it seems, since at least users can see when you've acknowledged a thread even if you haven't replied. Can we please get better, more open communication? More acknowledgement, at the very least, of our feedback? A lot of users like me have been with this site for over ten years. Last.fm became home. We're upset because we love this website! More than anything, we're pleading with you to take our feedback into account and not destroy the functionality of this site.

You've been disrespecting your userbase for years now. It's only natural that we'd be upset. Please don't block our negative feedback out. Please don't Tweet/post updates to the void and then decide that's enough. Please allow a dialogue.
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soupface

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  • frustrated

Posted 4 years ago

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runeii

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I HATE the fact that they can mark a thread as "acknowledged" or "not planned" and not give us ANY details. Why can't we know? We're the ones using your site!
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soupface

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The only one that gets my goat is the rudely dismissive "doesn't need an answer." Marking something "acknowledged" without a written response isn't ideal, but communication from support staff has been so unbelievably bad in the past that it's at least an improvement.
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stephen

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exactly. All we've gotten from the staff is arrogance. Comments like "we've worked really hard on this" and "we'll have some of those functions back in a few months." I've never seen a website self-destruct so spectacularly. They are digging their own graves.  
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jusO6

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What's worse is that back when the old site was still active, I posted about 10+ complaints and critiques as the beta was updating and only got 2 replies from the staff and what did they tell me?  They were tired of repeating themselves.  They told me they can't be telling users the same thing over and over yet all they had to do was copy and paste their plans at the start of each thread so users would read it and know what's going on.  They admittedly stated we would get some more personalization options in the future (I'm hoping to God bbcode in our sidebar), and that some of these options weren't set in stone.  
Amateurs are running this site, they have no idea how to be informative and helpful so I'm half expecting to never get my sidebar back...
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Svetlana Stričević

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you at least got answer. BUT I GOT NO ANSWER on ANY FEEDBACK I left! And I left at least 5 detailed ones and 5 just pointing out misses. T_T but no answer then and now.
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soupface

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I never got any answers either. I can imagine repeating themselves has gotten tiring, but if they were clearer in the first place it wouldn't have been as much of an issue. "Don't worry, some missing features will be added back in"--the only clear info we got for weeks--doesn't really answer anything. All it does is tell users that the site isn't finished.
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Svetlana Stričević

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they just tell 'features missing will be added back'' BUT nevere answered about our complains on actual layout change and if they will consider it! Not just about lost features.. uh I really don't like how it;s going now... T_T
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Whispered X (Spineshank155)

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I don't think there will be much answers here, they know the site is pretty much self destructing due to the fact that CBS does not care about this site. They just want the site to die and this is the only reason why i can think of the rushed site overhaul. They say features missing will be back but they destroyed what last.fm was about. The about me section is now a joke and i don't like the way my profile looks now. You might get a better response from Hatchet, http://blog.hatchet.is/ as they are about to launch their beta site and we'll get to see what they have planned out. I can only hope that it will be near as good as last.fm was.. but i'm afraid it might not be but at the very least i would rather put my time in effort into a new site i haven't' even seen instead of this one which basically thinks a new last.fm is what people want but i like the older site better, the new site does have some improvements like somewhat of a better look, but there's too much wrong with it and so far communication from this website is terrible.

They are not doing anything to help the situation and it makes me think they have no control over what CBS is trying to do which ever since they took over, it's been a disaster for last.fm.
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soupface

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"They just want the site to die" - No; if CBS just wanted to pull the plug on the site, they would. I think it's more likely that the devs know exactly how big of a disaster this is, but the marketing people are pushing the new design forward anyway. If that's the case, it's less that the marketing people want to ruin the site and more that they haven't a goddamn clue what they're doing and only care about what their bottom line looks like in the short-term.

Which could still spell death for the site. I have my eye on Hatchet, too. But Last.fm has been a huge part of my life for the past decade, and part of me still hopes this will blow over...
(Edited)
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Whispered X (Spineshank155)

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Then they are just incredibly stupid because they should have known people would have gotten upset over the beta site launching when it wasn't even finished yet.

These people have no idea what they are doing.
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Benjamin Schroeder

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This is really the heart of it. Last.fm as an organization has very little transparency.
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failures

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I gave up already. I stopped scrobbling. I don't want to feed these ignorants with my data any longer. 
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KCarao

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I think I'll do it soon. And I won't go to any other network. I'll only keep my RYM on.
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VGMKing

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Damn stubborn staff of course our feedback is disrespectful to them but they brought it on themselves they made the first move when they scrapped the old last fm look
(Edited)
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KCarao

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And still no official answer.. {:

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