In recent weeks a number of users of last.fm have complained about the lack of updates to their overall charts. As it happens, these charts are being updated, but sporadically and infrequently. The complaints have often become heated, with users of the service arguing angrily with each other about the issue.

An explanation which is currently on the last.fm system status thread reads:

We’re working on a completely new method of charts processing which will replace the current one and should be complete within a week or two. We are not working too hard to patch up the current system when we’re working on the new one.

It’s good to report status information to the users, but there are a number of problems with this specific information:

• There’s no definitive outlook for when the issue will be fixed. Approximate dates are vague or useless, and do not account for the processing of any backlog that will result. Status information should be clear, informative and visible, without the need to for users to resort to pick through forums. When I visit last.fm, I know immediately that last.fm are hiring people, but not what its status is. Which is more important to me, as a customer?
• The explanation indicates that staff are concentrating on developing new stuff rather than supporting current stuff. Even if this isn’t the case, that’s what the text implies. But when you are providing a service, you must always support your current user base as a priority – because your customers are your best marketeers, and possibly the main source of future revenue. Sure, last.fm is an optional subscription service, but just because users don’t have to pay doesn’t mean they shouldn’t be properly supported.