We made a mistake. Well, we missed something in testing with the XA database(that doesnt show up to most people if you were running XA 2.0 first). So its our fault.
And we can’t believe that Apple missed it too! They had the application ‘in review’ for over 12 hours after a week wait. And still ok’d it with a problem that affects a ton of mostly new users.
We had this problem debugged, an update submitted(and request to be expedited) all in the same morning it was released. And a simple workaround in place to fix the problem for people experiencing it.
But we don’t feel that is really good enough…and we’re sorry.
1. We can’t update fixes fast enough.
In the older Windows Mobile days we could have had a fixed app out in a matter of minutes after we fixed it, and saved hundreds of people from ever even having the chance of seeing the problem. There was just another level of trust there that Apple doesnt allow.
Why isn’t there a way that developer’s can get ‘trusted’ status from Apple. So if they have a minor update, they can go through a quick review channel. That way the fix is out there right away…
The quick channel right now is the developer finding an obscure form in Apple’s help system to basically beg for an expedited review, and then get a scolding “we don’t want this taken advantage of” letter back with a yes or no on whether they’ll do it quicker. This usually comes after a day or two. If they do agree, well then you’ll see the review start maybe a day after that.. So 3-4 days instead of 7-8+.
I know there are a lot of apps, and a lot of junk, so they are having to police. But what exactly did they do to review my app, if they didn’t catch what is essentially it not starting at all on some hardware if its a fresh install…
And I would think it would be somewhat obvious to Apple who is a more trusted developer, and who is turning out daily rss feeder or fart sound apps… Charge us a little more, and/or put it out there that if you do anything malicious you are kicked out of trusted status, and/or the AppStore. I know that a reviewer should be able to review a bug fix app(send it to the same tester that did the full review),and have them run through the whole thing covering all the screens of most apps in less than 10 minutes..
2. And then when a problem like this comes up, people think reviews are the way to get tech support.
Why is this bad?
Well, there is no way to get rid of them once its fixed. And about half the people don’t go back and change their review after it is… Go look at Extreme Agenda’s reviews right now. Some were nice enough to change their review, and some weren’t. But what is funny about that is if you actually read the product description. One of the first things I say is, ‘hey, if you have this problem email me and i’ll get it fixed’. And then towards the bottom I ask you not to use the reviews for tech support. In most cases(this not being one of them), I will not notice your problem review for weeks or months. Developers aren’t notified of new reviews, and have no way of contacting you once we do see the review, to see if we can help you fix it or get more information. Its just not a good idea, except to let your temper out, for getting tech support!
You aren’t really “showing this evil developer who purposely gave you a broken product”. Its amazing how many people think that if an app is broken for them, it doesn’t work for anyone and this app is obviously some kind of scam… What perpetuates that is we also have no control over refunds. Id give you a refund in a heartbeat if you are one of those people that can’t or won’t use tech support and try to spend a couple minutes resolving an issue. I know the AppStore and low prices promotes instant gratification, and I’m fine with that…
I had a fix for this done yesterday, but some people will still be seeing the problem after a week, and that part isn’t my fault.
So give us developer’s the benefit of the doubt at least initially if the app is not working correctly. There are a lot of factors, and a lot of different hardware and configurations that we can miss things or not be able to test for everything… and a good developer will help you resolve the problem as quick as they can.
And we are handcuffed by some of Apple’s systems, some that should be fixed up…