Radio Silence Amid User Frustration

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This is going to be a bit of a read, but I feel like I need to put it out there. My goal is not to disparage Last.fm or rehash the many issues users have with the current state of the site. My goal is to understand what is happening and why that may be.

I've been here on one account or another for over a decade now, and in that time I've grown to love this unique corner of the internet. I stopped scrobbling in February of this year.

Why would I do that? Anyone who cares enough to post here will know the answer: an increasingly apathetic Last.fm staff.

The long list of missing features, occasional service disruptions, and reduced scrobbling compatibility are burdens that can be borne...for a time. But the poor communication from those in position to improve the site is intolerable. The best way to maintain trust in a changing website is to clearly, and regularly, make your actions and intentions known to your existing userbase. It is the active users who will support Last.fm the most, and it is the active users who most resent being ignored.

Please do not answer our questions with "soon" and then fail to update your progress (or lack thereof--just as important to communicate!) for more than a year. The support forums should be an open community where confidence in the future of the website is formed. Give us the truth--that you are too busy at the moment, that it is financially unfeasible, that it isn't high on your list of priorities--and then give us routine updates so we know you actually care.

I will put my money where my mouth is and subscribe the moment you show that you do.
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Cam

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Posted 3 years ago

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gutschiii

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You're unfortunately correct, sir. The owners of this site couldn't care less about us. 
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Will-90

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That is one of the "nice" comments posted above. In short, we are seen as burdens not assets here.
That is the abridged version.
Are you both referring to my post or the comment in shelly's link? My post could have done with abridging, to be honest. Could have whittled the whole thing down to a weary *sigh*.
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Will-90

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That is one of the "nice" comments posted above. In short, we are seen as burdens not assets here.
That is the abridged version.
Are you both referring to my post or the comment in shelly's link? My post could have done with abridging, to be honest. Could have whittled the whole thing down to a weary *sigh*.
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Will-90

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Tried editing and removing the double post while those options were still available. That kept on bringing up an error. Oh well...
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Andreas_Wotte

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@ all above. Apropos "to be fed up": What is the relationship between the word of the year "post truth" (in germany "postfaktisch") - opinion capsule (e.g. facebook algorithm) and user posts filters?
And what are the consequenses of this?
(before Twinkie ask, "How can you left us in suspence?" ;-) : In my opinion it is the end of communication, dialog and - of course - the end of truth.)
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Cam

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@Andreas
Good observation--I completely agree.
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Andreas_Wotte

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I'm glad, that not every time the same people focus this problem. So thank you Can. You only forgot to say that whole threads disappear like once people in chile. (Correct: "Closed and archived and not longer visible for the community") So better, you copy this adress.
Applause! (as long I'm not deleted.)
(Edited)
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Pellitero, Alum

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Hi Cam,

Thank you for taking the time to write some feedback and your support through the years.

You can always check the website updates at https://getsatisfaction.com/lastfm/categories/lastfm_updates . I hope this is what you were enquiring about.
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Cam

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Thank you for replying. I am aware of that page, and while it is helpful it is not what I'm talking about.
For example:
One of the most requested features is groups. The Official FAQ--
https://getsatisfaction.com/lastfm/topics/what-s-happened-to-groups-are-they-coming-back
was posted well over 1 year ago, yet includes the line "...including groups, in the coming months". That statement is obviously no longer accurate, but there has been no update. Jon did reply to a question about groups about 6 months ago, so that is good. But this needs to be a monthly process, for someone from Last.fm staff to let us know what is going on.
Even if it is just an update to tell us nothing is happening yet, at least we know that you care enough about the issue to hold a dialogue with us. Currently we do not get that--we are mostly ignored.
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Pellitero, Alum

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Thanks Cam. The above is an example of a feature that was scheduled on the product roadmap at the time of writing. The product roadmap changes at will of company executives. We (personnel manning this forum) can only communicate the information that we are given when it is given to us. Please do not mistake any of these product roadmap changes or lack of information as disinterest on our behalf. We do read each and every single one of your posts, convey the relevant feedback to the relevant team and reply accordingly. 
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Cam

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I appreciate your response.
I don't doubt that you are interested in improving the site, I'd just like you to talk to us about these "roadmap changes" or whatever else and show your interest.
It is pretty easy at the moment to look at my example and assume that Last.fm staff no longer cares about the groups feature. So what you are doing in this thread is great. Keep it up & you'll get less angry replies from frustrated users who don't know what is going on.
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Elliot Robinson

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Please do not mistake any of these product roadmap changes or lack of information as disinterest on our behalf. We do read each and every single one of your posts, convey the relevant feedback to the relevant team and reply accordingly.

This is good to hear, Pellitero - could you please convey one very simple point to them next time you speak with them:

COMMUNICATE MORE WITH LAST FM USERS*

(*even if this is via you and the rest of the team manning the forum)
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Wies Diman

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We (personnel manning this forum) can only communicate the information that we are given when it is given to us. Please do not mistake any of these product roadmap changes or lack of information as disinterest on our behalf. We do read each and every single one of your posts, convey the relevant feedback to the relevant team and reply accordingly.
This is all either very disingenuous or daft. If something is taken off the roadmap, that is information that is given to you, where did you communicate about it at that time? If things are taken off the roadmap that is either a basic quality issue or something that active users have been asking for, how do you explain that as anything other than disinterest? I mean, maybe it's not disinterest from the individual workers in Last.fm, but it's certainly disinteres from Last.fm as a whole. Where do you do this 'replying accordingly', I see a support forum with a pandemonium of feedback. So supposedly that is all conveyed to the relevant teams, but where are the according replies? All the feedback goes in, but nothing comes out, where can we find what is going to have priority for the foreseeable future, and how the feedback weighs into that?
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Frankenrin

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This has been brought to their attention time and time again, and they have yet to even acknowledge that there's something wrong with the way they keep on handling things. I like what you've written and I've been feeling the same way from the beginning, but it's wasted effort, it seems.
And no, this was most certainly not a question about where to find the update posts, but I guess that answer is the closest we're going to get from any official sources here. Just glancing right past the issue.