Amazon,*I have been put through an absolutely insane support ticket process with your p...

GetHuman-paulkot's customer service issue with Amazon from November 2018

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The issue in GetHuman-paulkot's own words
Amazon,*I have been put through an absolutely insane support ticket process with your podcast and web radio provider for Alexis, TuneIn's support team. I'm a technical audio engineer, programmer, developer, writer, filmmaker, etc., and this is the WORST and most incompetent troubleshooting support I've ever encountered in my ** years of professional experience. I'm writing an article and submitting it to Wired, and a host of other trade publications about my experience with your partner company, and the implications it has for Amazon. This incompetence and total employee failure to perform at the most basic level is descriptive of a company culture that is rotten from the inside and that rot is showing publicly.*I submitted a podcast to TuneIn at the same time I distributed the feed to Google, Spotify, and iTunes. It works great on every platform but yours. During the next week, I have gone through chat support multiple times with my hosting service WordPress (who, incidentally, host **% of the internet), and a whole slew of increasingly bizarre emails with TuneIn and then group emails between TuneIn, WordPress, and myself. My technical background and WordPress' excellent work have clearly identified a serious failure on your part. Your validator is out of date, and your staff are completely incompetent. We've been treated rudely and*or ignored, and the interaction has escalated to the level of passive aggressive belligerence. It completely insane. I have included the communications in full threads below. Please start at the bottom and read up, as you do with emails.*A resolution to this issue is critical for all of TuneIn's customers and Amazon's customers and reputation. This is amateur hour on steroids. Please escalate this ticket immediately, and contact me right away to let me know what the status is. All emails to me should include *****@***.com as a cc: at minimum. Refer to WordPress support ticket ******** when you write your response.*It would behoove you to resolve this issue ASAP. The blow-back from this issue will be very negative. I'm pretty relentless, and I'm super pissed at this point.*Sincerely,*Paul Kott************Steve D. (Automattic)*Nov *, **:** UTC*Hey again,*WordPress folks: can you possibly arrange a direct call with someone on the TuneIn support team? TuneIn, can you please accept a direct call on this issue? Resolving this problem has benefit for many other users out there. This can't be a unique problem limited to just me.*We don't have phone support to schedule a call with TuneIn, but we're happy to discuss the issue with them directly and discuss the issue if they want to email us in a separate thread at *****@***.com*Looking forward to hearing back!*Best,*Steve D.*Happiness Engineer************Sami F. (Automattic)*Nov *, **:** UTC*Hey TuneIn and Paul,*We have tested your submitted RSS feed again and it still does not validate.*As I've previously mentioned, the W*C validator you are referencing is inadequate to verify a podcast's validity to be accepted to your service. I've pointed out podcast feeds that do not validate with the tool active on TuneIn currently. Additionally, my test podcast feed from WordPress.com was just accepted to TuneIn and does not "validate" either:*https:**validator.w*.org*feed*check.cgi?url*https%*A%*F%*Fpers-****-test.blog%*Fcategory%*Fpodcast%*Ffeed%*F*Please contact your feed hosting service for assistance in resolving this issue.*Paul's feed is hosted on the same service as my test podcast feed that was accepted to your service. You haven't given us any additional technical information as to why you're rejecting Paul's feed of https:**paulkott.com*category*contraband*feed*. The W*C validator tool is not an acceptable reason to reject the feed as I've hopefully illustrated over several emails now.*@TuneIn*Please escalate this support issue and provide specific technical reasons as to why the following feed isn't being accepted to your service:*https:**paulkott.com*category*contraband*feed**We've done a lot of legwork and troubleshooting from our end only to be met with unhelpful and non-specific responses.*Best,*Sami*Happiness Engineer * WordPress.com * Automattic, Inc.*Want to learn more about using WordPress.com? Our WordPress.com Support site can guide you through many great topics!*Attachment(s)*Screen Shot ****-**-** at **.**.** PM.png************Hello*Thanks for your email. We have tested your submitted RSS feed again and it still does not validate. You can review the errors that were discovered in the feed here:*https:**validator.w*.org*feed*check.cgi?url*https%*A%*F%*Fpaulkott.com%*Fcategory%*Fcontraband%*Ffeed%*F*Please contact your feed hosting service for assistance in resolving this issue.*Also, if you are looking to increase the visibility of your registered TuneIn station or podcast in TuneIn, we strongly encourage you to add our embed player to your website. Go to:*http:**tunein.com*broadcasters*promote* for more information.*Let us know if you have any other questions. *Sincerely, *TuneIn Broadcaster Support * Beginning October *st, ****, all update requests must be submitted using our online submission form located here for stations and here for podcasts and scheduled programs.*On Sun, Nov *, **** at *:** PM ******@***.com* wrote:*OK, this is a wild claim. I'm a technical audio engineer. I have done an*analysis of the wave file to check for corruption. It's plays just fine*from the website and from Google, iTunes, and Spotify. If it does not*exist, how do you posit that it is playing? What would be the source of the*audio I am able to hear? In fact, the detailed error report referenced in*this email thread shows the .wave file very clearly. Nothing has changed*since that report was created.*I think that what the folks at WordPress need is some technical information*about the nature of the problem. If we can't even agree on the existence of*the source file, this is going to be a pretty difficult process.*On Sun, Nov *, **** at *:** PM ******@***.com* wrote:*Hi,*There is no audio currently in the podcast feed.*On Fri, Nov *, **** at *:** PM ******@***.com* wrote:*I am looping Wordpress in on this email as a cc:. They feel that the*problem is on your end, not theirs. Please communicate. WordPress: explain*why this is not your fault. TuneIn: explain why every other platform,*Iincluding iTunes, for whose standard you return multiple errors, has*accepted this feed but you can't.*On Fri, Nov *, **** at *:** PM ******@***.com* wrote:*Hello*Thanks for your email. We have tested your submitted RSS feed again and it still does not validate. You can review the errors that were discovered in the feed here:*https:**validator.w*.org*feed*check.cgi?url*https%*A%*F%*Fpaulkott.com%*Fcategory%*Fcontraband%*Ffeed%*F*Please contact your feed hosting service for assistance in resolving this issue.*Also, if you are looking to increase the visibility of your registered TuneIn station or podcast in TuneIn, we strongly encourage you to add our embed player to your website. Go to:*http:**tunein.com*broadcasters*promote* for more information.*Let us know if you have any other questions.*On Wed, Oct **, **** at **:** PM ******@***.com* wrote:*Hi,*I have not. I'm using WordPress to host my website and podcasts. I'm using*their GUI and forms to input everything and their technology formats the*rss feed automatically. Again, everything works perfectly on iTunes,*Google, and Spotify. I've done an analysis of the source audio file and it*is perfect. There is no data corruption or anything problematic going on*that I can see. I have re-uploaded the feed to you. Hopefully that helps. I*can't imagine why it would, but I thought it was worth a shot.*Best,*Paul*On Wed, Oct **, **** at *:** PM ******@***.com* wrote:*Hello,*we have tested you stream multiple times and it has not worked , we are wondering if you have done any self formatting to the RSS feed.*On Tue, Oct **, **** at **:** PM ******@***.com* wrote:*Podcast Title: Contraband*Host Name: Paul Kott*XML*RSS Feed URL: https:**paulkott.com*category*contraband*feed**Country: United States*Language: English*Website Address: https:**paulkott.com**Genre: News & Politics Podcasts*Station Email: *****@***.com*Phone Number: (***) ***-*****Twitter: @paul.kott*Comment: This is my *nd attempt at loading this podcast. It is currently accepted and functional on Spotify, Google, and iTunes. I am an audio engineer with a technical background in encoding and redbook CD standards as well as compression, and I know definitively that there is no technical problem with the feed I'm supplying here. If there is a technical problem of any kind, as your initial screener suggested, I need to know what that is specifically so I can fix it. I was send a generic "how to" about audio files last time. I'm not aware of any legitimate problem with the file. Please let me know if there is anything I need to do. A call would be fine too.*********** (From WordPress)*Sami F. (Automattic)*Nov *, **:** UTC*Hello Paul and TuneIn,*There is no audio currently in the podcast feed.*@TuneIn*Can you please provide more information on this? I'm able to see the following audio file from the feed https:**paulkott.com*category*contraband*feed*:*https:**paulkott.files.wordpress.com*********contraband-cd-quality-wav.wav*And I've verified that the podcast feed will pull up in iTunes and Spotify where I'm able to listen to the audio content. I'm not in the position to help or do more troubleshooting when the information we're getting back is lacking in any detail unfortunately.*Best,*Sami*Happiness Engineer * WordPress.com * Automattic, Inc.*********** (From TuneIn)*Hi,*There is no audio currently in the podcast feed. *Sincerely, *Quincy *TuneIn * Beginning October *st, ****, all update requests must be submitted using our online submission form located here for stations and here for podcasts and scheduled programs.*On Fri, Nov *, **** at *:** PM ******@***.com* wrote:*I am looping Wordpress in on this email as a cc:. They feel that the*problem is on your end, not theirs. Please communicate. WordPress: explain*why this is not your fault. TuneIn: explain why every other platform,*Iincluding iTunes, for whose standard you return multiple errors, has*accepted this feed but you can't.*On Fri, Nov *, **** at *:** PM ******@***.com* wrote:*Hello*Thanks for your email. We have tested your submitted RSS feed again and it still does not validate. You can review the errors that were discovered in the feed here:*https:**validator.w*.org*feed*check.cgi?url*https%*A%*F%*Fpaulkott.com%*Fcategory%*Fcontraband%*Ffeed%*F*Please contact your feed hosting service for assistance in resolving this issue.*Also, if you are looking to increase the visibility of your registered TuneIn station or podcast in TuneIn, we strongly encourage you to add our embed player to your website. Go to:*http:**tunein.com*broadcasters*promote* for more information.*Let us know if you have any other questions.*On Wed, Oct **, **** at **:** PM ******@***.com* wrote:*Hi,*I have not. I'm using WordPress to host my website and podcasts. I'm using*their GUI and forms to input everything and their technology formats the*rss feed automatically. Again, everything works perfectly on iTunes,*Google, and Spotify. I've done an analysis of the source audio file and it*is perfect. There is no data corruption or anything problematic going on*that I can see. I have re-uploaded the feed to you. Hopefully that helps. I*can't imagine why it would, but I thought it was worth a shot.*Best,*Paul*On Wed, Oct **, **** at *:** PM ******@***.com* wrote:*Hello,*we have tested you stream multiple times and it has not worked , we are wondering if you have done any self formatting to the RSS feed.*On Tue, Oct **, **** at **:** PM ******@***.com* wrote:*Podcast Title: Contraband*Host Name: Paul Kott*XML*RSS Feed URL: https:**paulkott.com*category*contraband*feed**Country: United States*Language: English*Website Address: https:**paulkott.com**Genre: News & Politics Podcasts*Station Email: *****@***.com*Phone Number: (***) ***-*****Twitter: @paul.kott*Comment: This is my *nd attempt at loading this podcast. It is currently accepted and functional on Spotify, Google, and iTunes. I am an audio engineer with a technical background in encoding and redbook CD standards as well as compression, and I know definitively that there is no technical problem with the feed I'm supplying here. If there is a technical problem of any kind, as your initial screener suggested, I need to know what that is specifically so I can fix it. I was send a generic "how to" about audio files last time. I'm not aware of any legitimate problem with the file. Please let me know if there is anything I need to do. A call would be fine too.*********** (From WordPress to group)*Sami F. (Automattic)*Nov *, **:** UTC*Hello Paul,*I'm adding *****@***.com as a CC to this email thread, so keep that in mind going forward. If they don't receive this message, feel free to forward it on to them.*I'm not confident that the linked W*C validator is reliable when it comes to testing for a modern well formed podcast feed. For example, some of the warnings given reference:*url must be a full URL: https:**paulkott.files.wordpress.com*********contraband-cd-quality-wav.wav*But the validator mentions:**If this is a link to a web page, you must include the "http:**" at the beginning and immediately follow it with a valid domain name.*Which seems woefully outdated given the rise of https.**In fact, I see various feeds listed on TuneIn's directory that won't "validate" with the W*C tool, for example:**https:**tunein.com*podcasts*True-Crime-Podcasts*Dr-Death-p*********https:**validator.w*.org*feed*check.cgi?url*https%*A%*F%*Frss.art**.com%*Fdr-death*Additionally for reference:**The podcast feed https:**paulkott.com*category*contraband*feed* appears well formed to me.*I was able to subscribe to the feed inside of iTunes and listen to the podcast episode.*Apple suggests using http:**podba.se*validate* to validate podcast streams.*https:**help.apple.com*itc*podcasts*connect***itcac***c****The podcast feed validates well enough there.*https:**podba.se*validate*?url*https:**paulkott.com*category*contraband*feed**Another validator:*http:**castfeedvalidator.com*?url*https:**paulkott.com*category*contraband*feed**@TuneIn can we please get more information on:**"We have tested your submitted RSS feed again and it still does not validate". What in specific is malformed about the feed that won't work with your service?*"we have tested you stream multiple times and it has not worked". How are you going about testing the stream, what is your success criteria?*Best,*Sami*Happiness Engineer * WordPress.com * Automattic, Inc.**Want to learn more about using WordPress.com? Our WordPress.com Support site can guide you through many great topics!************Hello*Thanks for your email. We have tested your submitted RSS feed again and it still does not validate. You can review the errors that were discovered in the feed here:*https:**validator.w*.org*feed*check.cgi?url*https%*A%*F%*Fpaulkott.com%*Fcategory%*Fcontraband%*Ffeed%*F*Please contact your feed hosting service for assistance in resolving this issue.*Also, if you are looking to increase the visibility of your registered TuneIn station or podcast in TuneIn, we strongly encourage you to add our embed player to your website. Go to:*http:**tunein.com*broadcasters*promote* for more information.*Let us know if you have any other questions. *Sincerely, *TuneIn Broadcaster Support * Beginning October *st, ****, all update requests must be submitted using our online submission form located here for stations and here for podcasts and scheduled programs.*On Wed, Oct **, **** at **:** PM ******@***.com* wrote:*Hi,*I have not. I'm using WordPress to host my website and podcasts. I'm using*their GUI and forms to input everything and their technology formats the*rss feed automatically. Again, everything works perfectly on iTunes,*Google, and Spotify. I've done an analysis of the source audio file and it*is perfect. There is no data corruption or anything problematic going on*that I can see. I have re-uploaded the feed to you. Hopefully that helps. I*can't imagine why it would, but I thought it was worth a shot.*Best,*Paul*On Wed, Oct **, **** at *:** PM ******@***.com* wrote:*Hello,*we have tested you stream multiple times and it has not worked , we are wondering if you have done any self formatting to the RSS feed.*On Tue, Oct **, **** at **:** PM ******@***.com* wrote:*Podcast Title: Contraband*Host Name: Paul Kott*XML*RSS Feed URL: https:**paulkott.com*category*contraband*feed**Country: United States*Language: English*Website Address: https:**paulkott.com**Genre: News & Politics Podcasts*Station Email: *****@***.com*Phone Number: (***) ***-*****Twitter: @paul.kott*Comment: This is my *nd attempt at loading this podcast. It is currently accepted and functional on Spotify, Google, and iTunes. I am an audio engineer with a technical background in encoding and redbook CD standards as well as compression, and I know definitively that there is no technical problem with the feed I'm supplying here. If there is a technical problem of any kind, as your initial screener suggested, I need to know what that is specifically so I can fix it. I was send a generic "how to" about audio files last time. I'm not aware of any legitimate problem with the file. Please let me know if there is anything I need to do. A call would be fine too.************Hello,*we have tested you stream multiple times and it has not worked , we are wondering if you have done any self formatting to the RSS feed. **Sincerely,*Jaime*TuneIn, Inc************Hello*Thank you for contacting us regarding this issue. We were unable to add the podcast feed that you've submitted to TuneIn. This is likely due to your feed missing audio files or the feed does not conform to the RSS *.* specifications. For more information about this standard, please visit:**https:**cyber.harvard.edu*rss*rss.html**Let me know if you have any other questions. **Sincerely,*Jaime*TuneIn, Inc.

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Amazon

Customer service issue
Reported by GetHuman-paulkot
Nov 8th, 2018 - 3 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 74660 others
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GetHuman-paulkot started working on this issue
Nov 8th, 2018 5:49am

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