Qobuz - How to report defective/deficient tracks?

[Pierre Qobuz]

Thanks for appearing here. One of the most frustrating things about Qobuz is how many tracks suddenly become unavailable. I add them to my Roon library, then I can’t play them. The result is my favorites migrate to Tidal…

Dear @ahofer, thank you for your feedback. Indeed, when a label withdraws an album or sends over a newer version, it happens that the previous version is no longer available. We have seen this happen on other platforms too. To overcome this, we have automatic scripts to check for available replacements when a track is still available but through a new reference in the catalogue. If we find one, we automatically replace the track in our users’ playlist. However, because of the way Roon syncs with Qobuz, these scripts are not applying to Roon users. We are aware of this issue and are actively working on it for our future updates. Sincerely. Pierre

 

[Xombul]

Hello, why Qobuz don't provide an API to freeware developers ( don't tell me it is for security reason...). You could increase your potential customers portfolio, me included.

 

[OldTimer]

I wish Qobuz app on Playstation. Currently only Spotify.

 

[Pierre Qobuz]

Hello, why Qobuz don't provide an API to freeware developers ( don't tell me it is for security reason...). You could increase your potential customers portfolio, me included.

@Xombul Thank you for your feedback. Indeed, as of today, we don't provide API to freeware developers for security reasons. We will revert if anything changes in the near future in regards to this matter. Sincerely.

 

[LuvTheMusic]

In regard to albums with missing tracks: at least for some classical music labels, it appears that they release "sampler" or "mini" versions of the albums that might contain only one or a few tracks. I suspect (but cannot prove) that these releases are for promotional purposes.

The good news is that in most cases the label also releases the full album to Qobuz. Confusingly, the partial album and the full album have exactly the same info: same title, same artists, same cover art, same everything except for the number of tracks. So if you search for, say, "Chopin Etudes Smith", the first item returned might be an album of Chopin etudes played by a pianist named Smith -- but it could be the promo version with, say, four tracks out of the expected 24. If that happens, keep looking! It will look like there are two listings for that same album, but one will be the partial version and one is the full version.

Frustrating? Yes. But easy to work around. And I think it's more the label's fault rather than Qobuz: Qobuz is just taking whatever the label sends them. Why the label sends the partial version when they also are sending the full version is a mystery, but whatever.....

 

[ehabheikal]

I would like to report a Qobuz issue. Whenever i switch between screens on galaxy fold 4. If i go to play queue on the big acreen the app crashes

 

[MarnixM]

So if I understand you, there's no simple way to report that? I mean, in the end it's just about firing an email and hoping it reaches the right person.

Being an active user for many years, I can state that a complaint/request to the customer service was always handled quick and accurate. When I had a failing album (nerely never) or failing track I was always offered an alternative album of free choice to compensate me. A fine example of how it should be. I'm not using roon and had never the problem with any old, non existing albums. An extended search option would be good.

 

[diddley]

Dear @Pierre Qobuz , When i listend to playlist and go to radio preset, there is no possibility to go back to that playlist.
Then i have to start the search option al over again.
Am i doing something wrong or is it the app?
Thanks.

 

[Pierre Qobuz]

Dear @Pierre Qobuz , When i listend to playlist and go to radio preset, there is no possibility to go back to that playlist.
Then i have to start the search option al over again.
Am i doing something wrong or is it the app?
Thanks.

Hi @diddley, thanks for your request. I am not sure I understand your issue and I invite you to contact our Customer Service for further information. Sincerely. Pierre

 

[Solveit]

@Pierre Qobuz it would be nice to have smaller steps with the volume control in WASAPI exclusive mode when you use control-up- down for the volume.
Now it's like 0-10 in every step so have to fiddle with the mouse to get lesser.

 

[CleanSound]

Dear @CleanSound, thank you for your question. If you'd like more information on our new features, I can indeed share the major updates here. In parallel, don't hesitate to subscribe to our newsletter and follow our news on the Qobuz Club to be informed as soon as they arrive. Sincerely.

Hi @Pierre Qobuz any updates with these feature requests?

 

[TNT]

Hi @theREALdotnet, if you are using a mobile device, have you tried to open the app and take a screenshot when seeing something wrong ? A pop up will show for you to report bugs, suggestions and ask questions. Hope it helps. Sincerely.

I could not make this work on an android phone. A screenshot is an phone OS thing - how could that be connected to a bug report to Qobuz?

So I experiance a badly behaving album using the Qobuz plugin for Lyrion Server (Squeezebox) - how do I report that?

//

 

[ahofer]

This continues to be a frustration in Roon. Even happened in Tidal once recently.

 

[Pierre Qobuz]

I could not make this work on an android phone. A screenshot is an phone OS thing - how could that be connected to a bug report to Qobuz?

So I experiance a badly behaving album using the Qobuz plugin for Lyrion Server (Squeezebox) - how do I report that?

//

Dear @TNT, apologies for this misunderstanding but this feature is only available for tech-authorized beta testers which is a group of people that is not supposed to evolve at the moment. I would recommend that you share this behaviors to our Customer Service directly. Thank you for your support and looking forward to keep seeing you on Qobuz. Sincerely. Pierre

 

[JIW]

[...] Have you tried to contact our Customer Service to report the problem on your downloaded track ? Writing to our Customer Service team is the simplest and fastest way to get your questions answered. Thank you for your feedback regarding the visibility of the icon for our Customer Service contact feature, although we are striving to implement best practices in the sector, I have shared the information with the relevant teams who will look into it if this feedback becomes more frequent. Sincerely. Pierre

I just tried reporting this track. It has been failing in the same way for a long time now and today I had enough. Anyways, I had a rather arduous chat with the support AI - Clara who says she is Maya - taking around 40 minutes to rule out all other possible failures before I requested an adult read the transcript after it became quite frankly stupid. It also did not even have the correct path to the relevant setting. Please just add an option to send a message to human support personal if they are not available at the time.

And the chat icon is still not available on the help site linked to in the latest macOS app - https://www.qobuz.com/de-de/help/contact/. It has now been almost one and half years since you have known it. I had to get to the help center through the bottom of the website and then there it was on this page - https://help.qobuz.com/de.