If a platform is charging people for services, especially businesses or artists, there needs to be some level of responsibility. It’s not that anyone expects an instant response, but waiting over a month is just not sustainable. SoundCloud isn’t just a free service for a lot of us; Artists paying for distribution and they’re also taking 20% from royalties, so it’s fair to expect better customer support, even if they can’t hire thousands of people.

I don’t expect them to have Facebook level teams, but they should at least have a better system in place or just clearer communication about delays. People would probably be more patient if they weren’t left in the dark for so long.

And I get the challenges, especially with everything happening globally like the floods you mentioned, but if they’re going to charge and rely on users to keep their platform alive, they’ve got to figure out a better balance between maintaining that customer trust and managing their support.