On Dec 30, 6:05 pm, b0b wrote:
I cannot help to be regularly infuriated by what I see there even if I'm
trying to take this with a grain of salt (not easy I tell you after
pouring hours into development!)
I've been there. We do need to take control of what we allow to
Get plenty of sleep and exercise. Make sure you are making some good
money from your app. That seems to take the sting off.
I'd like to know how other developpers deal with unwarranted bad
Here's how I would sum it up:
1. You can respond through the description, your website, your weekly
newsletter, or even the app. What response is appropriate for your
users is up to you. For me, I don't want to waste the top of my
description on responding to comments, and noone reads to the end of
the description. I do respond to comments in weekly newsletters.
2. You are NOT trying to reach the user who left the comment,
reeducate him in hopes he'll change the comment. He's probably long
gone. What you are trying to do is educate the masses with helpful
3. You are in this for the long haul, and you are trying to make the
app and the user experience better for everyone, not specifically for
4. You can get a better return by maximizing good comments rather than
minimizing bad comments (which is hard to do). Encourage the people
who have learned your app and used it to comment, through your
newsletter, through the app, through your facebook fan page, etc. If
you got the same number of whiners, but got three times as many fans,
would that change the situation?
- users thinking the comment system is a support forum
In your newsletter, mention where your helpdesk has hints and a place
to report this if anyone has seen the same problem.
- confused users about the features of your app and making false claims
You'll never get everyone, but reducing number of confused users is an
activity with a good return.
However simple you think your UI is, it can probably be improved. Its
amazing, but just a couple of buttons have caused users confusion for
There are tradeoffs. Making one feature more obvious can make another
one less obvious. Make them all obvious and someone will complain
about how cluttered your app is.
For example, I have enough features that I've decided to keep using a
menu even though there are people who will never make it to that menu,
even if the opening screen shows a picture of how to open the menu.
- users downgrading ratings if you ever make the sligthest mistake in a
upgrade: "..bla..bla...used to work....NOW USELESS!!!"
Don't ever make the slightest mistake in an upgrade, ie beef up your
QA processes so that you never break existing functionality.
But I can't exactly say i am very strong or set a good example in this
department. On December 23rd, there was an update I just needed to get
out, but with all the fixes and improvements, I couldn't help but feel
there was something I missed that would break, particularly when I
hired out some of the code. I was right! ;(
- condescending users giving you orders: "bla..bla..., please fix!"
Take your time. Put it in proper priority with the other hundred
feature requests I'm sure you have.
- users stating the obvious: "trial version is limited. WHAI IT IS NOT
No need to respond at all. These are ones I just skip right over in my
newsletter, along with:
"I like it but it should cost half as much. . ."
"App XYZ is better and it is free"
Sooner or later some one will post "This app saved me $400!". I think
that puts it in perspective.
There is no need to feel the least apologetic for charging for your
app or trying to make money on it. Even if someone contacts me
directly, I do not respond to comments about price. At most, I would
ask "what would make this more valuable for you?".
- users perverting stars as a tool: "...5 stars if ZZZ feature is
Don't count on them coming back to update the comment when you do have
ZZZ feature. But be sure and loudly proclaim when you do have feature
ZZZ, in your blog, newsletter, social media, description, youtube
video. Somebody else might very well comment.
- haters that just hate randomly
If they use bad language, even abbreviated, mark it as spam. Most of
those comments will be against Market policy. You can't count on
Google enforcing it - but you can try.
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