2. digital
  3. 192764-96960

Anyone else ever deal with Tidal "support"?

Well I think I'm about to cancel my Tidal subscription based on their lackluster  "support". First of all, there is no phone support option, as they stated in their email. But they guarantied they'd take care of me. I realize this is the way things are going these days, but if I'd been able to TALK to these guys, we'd have had it figured out in 30 minutes, instead of 30 days!

Long story short, after a month of going back and forth with them, sending screenshots, speed tests, uninstalling the app, re-installing the app, deleting logs and data, they come back today to tell me they no longer support their app in a Windows 7 operating system. Ok,, I get it. But I described my setup in my INITIAL email to them! I think that's just their way of copping out.

When I ask for answers about how they determined this to be the problem, I just get a standard, "We don't support or troubleshoot Win 7 anymore." I never got any technical answers on my issue.

It's just frustrating to get zero answers to my questions...by email.

FWIW, my issue is after a few songs, it will drop out every two seconds, play music for two seconds, etc. etc. I initially thought it was buffering, but realized it was playing ok, just dropping out. 

This only happens on the MAX resolution setting. I discovered this when they told me to try LOW res streaming. I told them I never considered streaming in low res, that's why I got Tidal in the first place, for the HIGH res. What's the point of listening to anything lossless? Viola, streamed fine in LOW res.

So my temporary fix, until I switch services, is to install an older version from my Downloads folder, and just not update it. That seems to work for the time being. I will miss the "lyrics" option of Tidal. It's fun to break out the PA system and sing along sometimes. If anyone knows of a hi-rez service with scrolling lyrics, let me know. 

Thanks for letting me rant. Just curious if anyone else had any dealings with them,

Bob

 

bobdg2000

Showing 1 response by mswale

mswale
216 posts
 

This is where we are all going. Music companies are now doing tech support, with 100's of different devices with a 1000 different setups to know about, and support. Meanwhile, they want to pay minimum wage to these people who are suppose to know how everything works on every device. 

Tidal also dropped its app on Samsung devices. 

Did you, or have you used Tidal through the web? Did that work? If you are having app issues, try using the web app. Of course does your device have the minimum requirements for the service? If you are at the minimum, then you will get the minimum experience. If low-res fixed your issue, you have only a couple of problems. 1, slow internet (Tidal loves bandwidth, and has low cacheing) 2. your system is too slow.

Think most people will get tired of having their own home built streamer, that will constantly need to be upgraded, will also be disposable. Same for some streamers, they will be obsolete in a few years. No one will want our cutting edge streamers in 10 years. 

 

 

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