A S.
Terrible customer support
Where to start? Every time I have submitted a ticket request it has taken upwards of 6 weeks to get a reply and months to get a solution to the issue. I joined and later filed some song claims in December 2022. The claims never progressed past "Song Processing" state and were never distributed to PROs. In December 2023 I finally submitted a ticket about it and was told the songs had been frozen. It seems weird to me that the songs were just frozen with no notice, no text explanation, no email, no anything. I just needed to clear up some formatting issues, but how would I have ever known that??? I updated the claims and by April 2024 the issue was finally resolved. [Edit: Originally I complained about a second issue in this review. My second issue was not, in fact, SongTrust's fault. I was facing multiple issues dealing with a co-songwriter but I later learned it was due to there being multiple songwriters existing with the exact same name registered with the same PRO.] The web site and ticket system is terrible. You can submit a ticket, but it logs you out when you do it. You get a ticket number but there is no way to check on the status of the ticket, and there is text repeatedly warning you to not file a new ticket asking about the status of tickets. Finally, I know publishing moves slowly, but I am not convinced they are actually collecting royalties from everywhere they should be. [Edit 2024-10-10: I am upgrading my review to 3 stars.]
Response from SongtrustOct 10, 2024
Thank you for taking the time to share your feedback. I’m truly sorry to hear about your experience with our customer support and the challenges you’ve faced with your song claims. Your concerns are valid, and I understand how frustrating it must be to encounter delays and lack of communication. We shifted the way that we reviewed songs this past year and feel confident that our song registration process is more efficient and secure moving forward. We thank you for your patience as this process was redefined to better adapt to the current music industry and publishing landscape and again apologize for not proactively notifying you of this issue. On the issue regarding your non-collecting writer, this wouldn’t be anything we can control as to how ASCAP allows that specific writer to join or not. We do not have any authority over writers we do not collect for and only ask for the details of these writers to ensure splits are accurately reflected. We have made a concerted effort in 2024 to improve our communication via Support with the resources that we currently have. Your feedback is always valuable in understanding how we can continue to do better so we thank you for taking the time to provide it.