2. pc-audio
  3. 160233-107417

Serious Problems with Qobuz

About six weeks ago I started having trouble with Qobuz. Many recordings that are available to stream suddenly appeared as "Unavailable" in Roon and as "Sample" in Qobuz own app (in this last case, you can stream only about a minute of each track and nothing more). I contacted Qobuz on several occasions and they emailed me saying that it is a "rights" problem. The labels affected are Chandos, BIS, Naxos, Capriccio, and CPO, and not all of the recordings are affected but mainly high resolution ones, and featuring certain composers, orchestras, conductors and performers. According to Qobuz, Naxos is the culprit as it owns all of those labels. Qobuz mentioned that the "are working with the labels to solve the problem", but up to now nothing has happened and the list of unavailable recordings is growing. In fact, some labels, like BIS and Chandos, have told some customers that have contacted them about this problem, that they are not the ones doing this.

Interestingly, this is not affecting the same recordings in Tidal, which are only available in CD resolution (44.1/16). This raises the question, at least for me, how viable is Qobuz when the recordings I want to listen to are being made unavailable. Mind you, recordings that were available before and which I listened to and marked as "favorites". Customers are paying for this service, which is not cheap, and it seems that Qobuz is reneging on the recordings it made available when one signs on.

I asked some very well known reviewers, some who had featured Qobuz reviews and interviews with the company's CEO, but none answered, and one is "sponsored" by Qobuz.

Qobuz has to answer to its customers and be forthcoming about the real problem and let us know if this problem can be solved or not. If not, they will be losing a lot of customers to others. A very bad way to run a business.
brucknermahler

Showing 1 response by cycles2

cycles2
194 posts
 
I find Qobuz customer service to be very good.  I recently emailed Sebastien who provides most of the Qobuz customer email promotions.  I asked Sebastien if Qobuz could look into getting Lyle Lovett on their service as most Lyle Lovett albums have terrific SQ.  He replied quickly letting me know that he would look into it.

About 3 weeks later I get an email from Sebastien letting me know they posted most of Lovett's collection on Qobuz.  Even if I was lucky and they were already in the process of doing this isn't the point.  The point is that Sebastien took the time to reply and hope I enjoyed listening to the Lovett albums.  This is a characteristic of a world-class customer support organization.
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