Customer Service

Vox does exactly what it advertises. I downloaded the app and used it for several months to play hi-res audio files through a DAC. This feature performed well. My issue is not with the app itself, it is with the subscription based Loop.

The subscription, which is aptly named, is extremely difficult to cancel and requires the customer to leap through several ‘loops’ in order to cancel. This is when I realized, I had in fact not cancelled the subscription through the app, and was required to call customer support for help. The button in the app was non-responsive, even after quitting the app AND restarting the computer.

I called customer support and the guy was nice and read the script very well. When I asked how to cancel, he informed me that I would have to speak with the sales team. I am not trying to buy anything, I am trying to cancel the subscription. I asked to be transferred to the sales department, and I was quickly informed the sales department is closed. (I called at 4 PM MST) I had to ask him what hours the sales department was open and what time zone they resided 4 times before he actually told me the real answer. The team is 9 am - 5 pm and they are based in the Ukraine. I would like to provide some prospective, the Ukraine is 9 hours ahead of MST, which means right now (4:30 PM MST) it is 1:30 AM in the Ukraine.

How am I, and other users able to receive support when the time zones are almost the exact opposite? Shrug, I am not sure. I am still waiting for the email to help unsubscribe. Quick to take the money, difficult and long time to quit. Very similar to an insurance company, except I don’t even want money back, I just don’t want to give it to them anymore.

Vox, it is time to find a replacement for the offshore customer service.

MacMonk5280 about VOX: MP3 & FLAC Music Player