@hgeifman I finally heard from them yesterday. There was a typo in the customer service email address I posted *here* but not in the emails I sent them. The issue is not getting my account updated with a new email address—I did that (although I never received any verification of the change), but now I cannot log into my account using either my new or old email address. Qobuz asked for a Paypal payment receipt, which I sent them yesterday, because they can’t seem to locate the account either. Waiting to hear back from them. Honestly, I searched high and low but could find a US phone number to contact them—perhaps I missed it. There is no shortage of complaints on line about their customer service. At this point, I will say that my experience is that it has been difficult contact them and the response has been very slow (and still ongoing). I do love the product. Thank you for your assistance.
Is Qobuz Customer Service an Oxymoron?
I can’t log into my account and I’ve tried for a week to get in touch with Qobuz. I have sent emails to support-help@gobuz.com but no response. There is no U.S. phone number to call. I IM’d them on FB and even tried commenting on one of their FB posts asking for someone to contact me. Crickets. I see others have had difficulty contacting them. Does anyone have a suggestion as to how to get their attention?
The problem started when I changed the email associated with my account. Now I can’t log in with either the new or old email address. I tried many times re-setting my password using both emails, but I never get an email in response with a link to reset my password.
Thank you for any suggestions!
Showing 3 responses by robert1234
I’m starting to doubt that Qobuz has any customer service at all. I’ve received a few emails from them, but they aren’t really responsive to the last email I sent so they may be AI. One of them asked how I paid for the account so they could use that to track it. Great, now we’re getting somewhere. I sent them screenshots showing the exact details of the charge with reference numbers on my Paypal account. That was a week ago. No response. I’ve sent a couple follow up emails. No response. Also, the phone number you posted doesn’t work. I’ve tried to be patient and give them the benefit of the doubt regarding their customer service, but at this point I’d say it’s abysmal. I imagine there’s a way to get Paypal to stop paying them and then I could open a new account. But what’s really riding on this is some 500 albums and a ton of songs that I’ve favorited over the years. It would be crushing to lose that. Thanks for your interest and tips.
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I was finally able to log into my account this morning. Before I describe what happened, I note that email to support@qobuz.com bounced back. Also, I couldn’t log into the website or the app or access any music. The problem occurred when I changed the email associated with the account. There was a typo in the new email address. This was my fault and frankly my up close vision isn’t what it used to be. So, my bad. Yet, at the same time, this is an entirely foreseeable human error that happens from time to time. That’s why every online account I’ve ever used requires verification in the form of an email sent to the new account. Qobuz doesn’t. When I couldn’t log in and tried to reset the password, the reset link was likely getting sent to the new, wrong email address I created. Again, my bad, but exactly the reason why a company should have customer service. Not having a phone number to call (and visible on the website) when all else fails is just inexcusable. This took more than two weeks to fix and could have been solved in a single five minute phone call. Thank you for all your help. I’m not sure this problem ever would have been resolved without it and any pressure created by this discussion. For folks that encounter customer service issues in the future, I recommend you contact: support-help@qobuz.com. Qobuz will respond, but be prepared for a long tedious process.
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