Audible - Audiobooks and more for Windows

User Reviews

• App Works Great Good Luck Getting Books From Audible...

  EeachhAugust 24, 2013

  Pros

  Android app is one of the better audio apps I've used. Controls are nice, it plays well with other audio apps.

  Cons

  Audible's customer experience is terrible.

  Summary

  I got Audible because a podcast I listen to offered a free download. I signed up from my desktop, purchased my free book, and installed the app on my phone. The next day I tried logging into Audible from my phone, it didn't go so well as I couldn't see my book purchase. So, I sent Audible Customer Service an email. What a farce that was. I got some story back about two accounts with the same login info and was advised to change my password to resolve the problem. Because that makes sense? So I called Audible customer service. Two calls later, I had one Audible account (I think) and could access my book purchase. Why did it take an email and 3 phone calls to delete an account I didn't know existed? It gets better though. Later I went to cancel my service... the app and the book worked well enough... but the customer service I'd gotten was so bad. The website offered my 50% off for 3 months... cool, so I took that offer only to find my credit counter reset. I let that go for a few days as I had other things to do than fight with Audible CS. Days later, I checked if that problem had resolved on it's own... it hadn't and so I called Audible CS. The first rep I spoke with advised there was trouble with my payment method... which is weird because I hadn't had trouble anywhere else. I'm fed-up at this point and ask to speak with a supervisor. The rep puts me on hold for a long while... maybe 3 min and comes back and tells me a supervisor isn't available and could someone call me back. Unacceptable. I do some digging around on my account. Find that there is a list of credit cards registered to it, and start checking info for these cards that I didn't add to the account myself (it seems Audible can make things magically happen when it's in their favor... but not when it's to the benefit of a customer). I notice that the state isn't set for one and set it... then magically my account sets that card as the 'default payment method' and gives me an option to change that setting... this wasn't visible before. At this I'm extremely annoyed. Not only does Audible share passwords with Amazon.com (found this out the hard way with my initial problem) but they import payment information from Amazon without telling you... and do it poorly at that. So I call their CS back again to get them an earful. I verify the account, then ask to speak with a supervisor... the rep wants to know why and so I advise the rep that if the last one did their job there are notes about why I'm calling. There were no notes... awesome customer service there. This rep does the same song and dance of the previous one... and so I threaten to cancel. Apparently Audible's retention method is to get uppity to customers and refuse service... or at least it was this guys response. That's quality customer service right there... back talking and over talking customers that want to cancel service. So I don't have an Audible account anymore. Six contacts to resolve two issues in less than a month? That's too much work for a service I pay for...

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