After waiting MONTHS for an update on a death threat made against me, I directly contacted Twitch support today and asked for information. In my support request I explicitly stated that I had reported this person and received only an automated response...

I just got a reply from Twitch support saying that "I didn't go through the proper channels, I should have reported them. We can't do anything without a report."

It's like Twitch is trying to waste our time and sanity with automated responses until we give up...

Worst customer support I've ever experienced. Comcast is a MUCH more user friendly service.

In order to submit a complaint in the "General" subcategory of the "General" category of support topics, you need to select a SPECIFIC technical support problem.

Twitch provides its users NO way of getting help for things not explicitly defined in the support page.

It's almost as if they intentionally made it difficult for users to request help...

"Oh but there's so many support requests" -Corporate line to hide behind

It's a new technology with tons of users, and they bring in TONS of money. They can afford to provide the support and SHOULD be doing so.

I'm here right now because I reported somebody for making a serious death threat to me, and months have passed with me only receiving an automated reply saying they got my report. Thanks, Twitch, I totally feel safe using your service with support like that...

Yep same thing still. Being affected by a bug that is over 2 years old and twitch support just pretends it doesn't exist, sends generic unhelpful cut and paste advice. If you reply and request actual help they get beligerant and close your ticket.

I agree that Twitch needs better customer service. I was told that an ongoing drops event was ended and that I had missed out on the ONGOING event. The “support” then told me they had helped me all they could and closed my support ticket. They didn’t even check to see the entire game category was full of streamers broadcasting drops for that event. So, I guess my constructive criticism would be to hire individuals that are knowledgeable and actually care about their jobs helping others. Maybe training people to not shut down support tickets after two messages back and forth would be nice.

[Continued]

I replied to Twitch Support:

"Dear Twitch Support,

None of those steps are at all relevant. I'm not having trouble with Twitch not performing. Your system is pushing an out-of-date message, every one of the last several months, over and over:
"It's your 48 month anniversary. ..."

That's not me using an out-of-date browser (I just updated Chrome, days ago.), or a VPN (I don't.), or any other issue that could possibly exist on my end. Chat is working fine for me. It's just that your system has stopped counting my months as a subscriber to the Robot Co_Op channel.

This is probably happening to other users.

There is very little chance of me being able to ever send you a screen capture. As I've said, twice already, I have 99th percentile ADD, and can only reliably manage daily and weekly routines. The faulty message your system is sending is a monthly occurrence. By the next time I see the message, I will probably have forgotten that you asked for a screen capture.

You shouldn't need one, anyway. The occurrence is entirely from your end. It's a matter of a little, obscure bug i your code, that has resulted in a failure to update my total of months as a subscriber, after the real 48th month. All I'm seeing is clear, easy-to-read text, that's simply inaccurate, because of a logic error.

Stay safe."

They closed the ticket with this message:

"Hi PassedShelfDate,

Thank you so much for your patience.

We have reviewed your case thoroughly and can confirm that unfortunately, we cannot provide any additional insight to your request, outside of the solutions we provided in the previous responses. As a result, we will be closing the case in this thread. We apologize for any inconvenience this may have caused you.

If you have another question, please feel free to submit a new ticket under the appropriate category on our Help Portal. We would be happy to help out.

Thank you for contacting us, and we hope you have a great rest of your day!

Best Regards,

Twitch Support"

If they were actually best regards, they would say "We're passing your issue to our technical people. Coding is difficult, and some errors are really difficult to locate. We'll do our best. We're sorry the annoyance will continue for an uncertain time. We hope you still enjoy the channel you love enough to support so long. We also appreciate your support for Twitch.tv."

Why can't they at least hire an English major, on contract, to write them such better stock answers?

It took me days to figure out how to get through to q human (Hint: don't put anything in the search field Twitch offers; it only leads to an article library, with no way to get back to requesting a human.).

My issue still is that for one channel I support, Twitch has been sending the same message, in chat, "It's your 48 month anniversary" for several months (yes, with the same number). It's entirely on their end. I can't do a thing.

They asked for more info, even though there is no more info. I replied

"Dear Twitch Support,

"You're on your own.

"I can't give you screen shots, because the particular message, from Twitch, in chat,

""It's your 48 month anniversary"

only appears monthly.

"I have 99th percentile, non-hyper, "inattentive type" attention deficit disorder. I can only reliably remember and manage daily and weekly routines. Again, your message is only going to come up monthly. I can't help you with screen shots.

"I can tell you that the system message starts with

""It's your 48 month anniversary"

and something to the effect of "Let everyone else know" follows, in the same system post in chat.

"I am not receiving any "error" messages. I am receiving a message that is not intended to say in some words "There is an error."

"I am receiving, approximately monthly, a message that the system does not realize contains an error.

"The 48th month of my subscription to the Robot Co_Op channel can only occur once, in the real world. So somewhere in your system there's some code that has led to your database being out of touch with reality.

"That is all I can give you. I hope it's enough. I'm probably not the only users who has this issue, and it only comes up at the 4-year point, which only dedicated subscribers reach. That should be enough motivation for you to track down this issue.

"It is very difficult to get past the built-in gate-keeping in your "Help" system. That is why you haven't received more complaints about this. It took me three tries, days apart, to figure out how to get a message through, instead of being redirected to an article database, none of which addresses this issue, which is entirely on your end.

"Stay safe. You don't deserve to get sick and die."

Because of mu disabilities, I'll never remember to take a screen cap of that "48 month anniversary" message. And why do they need any more than what I've said? Do they really have problems with people going to so much trouble just to lie to them?

Their response:

"Hey PassedShelfDate,

Thanks for reaching out.

The web browser experience of www.twitch.tv is currently developed for the latest two versions of Google Chrome, the latest two versions of Mozilla Firefox and the latest version of Microsoft Edge. If you are experiencing an issue with an unsupported browser, please try a supported browser first.

In case that did not help, in order to troubleshoot and narrow down possible causes, could you please try the following steps:

Please disable any add-ons/extensions on your internet browser.
Please replicate this issue in an incognito window/private browsing mode while your browser extensions are disabled.
If disabling your browser’s extensions is ineffective, please clear your browser’s cache and cookies to improve loading. Detailed instructions on how to do so can be found on the support pages of your browser developer. It is very important to clear both cache and cookies! You’ll need to log into your account again after clearing these.
Please try a different browser entirely.
Please attempt these steps using a different network.
If you are using our mobile app, please ensure that you are using the most up-to-date version.
If the previous steps fail to resolve the issue, log out of VPNs or any other software which might reroute some or all of your requests through a different IP address than your own. (how to do this will depend on VPN software)
Lastly, if you are using Avast Antivirus or AVG anti-track, please make sure to add Twitch as a trusted website or disable it temporarily to see if that helps.

If you are still having issues, please send me a screenshot of the error you are receiving, so I may investigate further. Please also confirm which device/browser/operating system, as well as the browser version you are using and visit our help article about Supported Browsers and Troubleshooting here.

Best wishes,

Twitch Support"

Hear hear! The support form is broken and narrow, they should never have closed their help@twitch.tv inbox. THEY NEED A PHONE NUMBER TO CALL. Twitch support hides in the dark for fear of actually having to help anyone.

Have a better way to contact customer support on mobile.
Have a clearer way to contact support in general.
Have a way to report poor customer support highlighted in customer support emails at all times.
Train customer support to not be dismissive and patronizing.

yeah what twitch needs is like a person you can chat with like amazon has to fix your issue. its so hard to get a problem fixed with emails that take multiple days to respond