Before anyone contacts, customer support about this problem, read this carefully.
I'm writing about my worst ever customer support experience. What was even more disappointing is that it came from Apple.
So a while ago, I decided to use the educational discount and switch from Spotify to Apple, so I began by moving my entire library from Spotify to Apple Music. After downloading 7.7GB of my 22GB library, all I wanted was to listen to music when I'm out.
The next day I was trying to do while I'm out and the music just keeps stopping and not playing, I noticed that it stops after 15 seconds, I googled around and found a question on you support community that had a bunch of solution that didn't work for me (not only me btw)
So I thought that the best thing was to contact a customer support member, and here comes Kavita, and she gave me the worst customer support experience I've ever had in my life.
My chat with Kavita was a never-ending loop of repeating ourselves. She never once took a moment to either understand the problem or what I was telling her, even though I asked her that multiple times throughout the conversation.
here's what happened: Kavita told me to "Remove and re-download the affected content." to which I said, "OH NO! that's 22 GB! No way I'm doing that :(" followed by "I live in Egypt, internet here is slow & expensive at the same time you know."
But Kavita told me that I don't have to delete my entire library. I can only delete a few songs, so I did what she told me. I deleted one of the affected songs, and then I turned off "Sync Library" based on what she asked me to do.
I turned the "Sync Library" option on again, following her steps, only to find out that my entire music library is gone! I checked "Downloaded Music," and it shows "Zero KB," and just to make sure, I checked "iPhone Storage," and I couldn't find any music there, and there shows up my 7.7 free space!
At this point, I knew that my entire library was deleted and I'll have to download it again, so I asked Kavita, and she kept reading herself so confidently that my music library will be back as normal. Even after asking her a simple yes/no question, she had no doubt about it.
Once I was 100% sure that this conversation wouldn't use anywhere, I politely asked her to transfer me to someone else.
And then she transferred me to Agatha. Following Agatha's steps really worked in getting back my music library to show up, but I would still have to download it all over again!
At this point, I was boiling! I wasted at least 2 hours organizing my library on Apple Music, then 7.7GB (that's around 8hours), and not only I couldn't listen to the music, but I also wasted a full hour having this conversation that resulted. In deleting my entire library!
Apple, is your customer's time a joke? Why would you hire such unqualified customer support agents that end up wasting your customer's time and making their problems worse! This is not acceptable at all, my entire day was ruined today, and I'm never leaving Spotify for Apple Music ever again.
