Apparently they cant even tell you what your subscription gives you... I should ask ya'll on spectrum...
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Having worked in Customer Services for a short time in an unrelated company in the past, in my limited experience when a customer service agent is specific like this it's because they know something you don't. For example I did see one or two of my veteran colleagues take a line like (but not exactly like) the below:
Agent: "Hey boss this customes account is doing some wappy stuff!"
Line Manager looks at issue: "Well, we've tried to recreate this issue but can't, there is nothing else we can do."
A: "Can't we send it to technical?"
LM: "Tech doesn't take issues if we can't recreate them and we can't, so there is nothing else we can do."
A: "Understood."
Agent to customer: "Hi, sorry for the delay, I and my line manager have looked at the issue and unfortunately have not been able to recreate it."
Customer: "But I can't use this!?"
A: "I know, unfortunately I am not able to help further without being able to recreate the problem... However do you have a Facebook or Twitter?"
C: "...yeah, both."
A: "I recommend you contact us on our public Twitter or Facebook wall."
C: "Wha-"
A: "I strongly recommend you contact us on our Twitter or Facebook."
C: "I... I understand."
30 minutes later.
Line Manager: "That account issue customer has raised a complaint on Twitter AND Facebook the procedure says this is going straight to Tech for investigation!!"
The above is fictional we were always able to send account issues on to where they needed to go and the company didn't have a Twitter or FB, but is based on a handful of observed events I saw in that job where the agent was able to set the customer on the right track to a resolution.
Now I'm not saying this is what's happening in this instance. Not saying that at all. Not in the slightest. But if there isn't a thread on this right now, imagine the shitstorm of long-time sub-backers realising an advertised feature of being a subscriber has quietly gone walkies... especially after the confidence hit losing your account bonded sub flair in game caused, subscriptions don't need more bad press especially from the longest committed to subs, do they... sounds like the kind of thing that would be put in front of the eyes of a subscription manager for an answer, maybe even an executive.
If there isn't one already, there is no need to start the thread off on Spectrum with Salt, Spectrum can provide that in droves. Just state the facts and add you were looking forward to that feature and are confused and disappointed it has gone away and would like info on what's going on with it.
Be prepared for one of the first forum user responses to be "Raise a support ticket".
