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Developer
Developer
Posts: 266
Registered: ‎04-01-2009
My Device: Not Specified

Customer Support Question: Reinstallation of Apps

Good Day,

I am a software developer and vendor selling my apps on the AppWorld.

Today a customer asked me the following: "I had to perform a complete reinstall of my OS and lost it (the linceses for the apps). Is there anyway I can get it back without having to pay for it again?"

 

How do I handle such support questions?

 

Best,

-Fabian

 

Developer
Posts: 5,339
Registered: ‎09-20-2008
My Device: ***
My Carrier: ***

Re: Customer Support Question: Reinstallation of Apps

Provide the customer with registration/license codes for the applications.

Developer
Developer
Posts: 266
Registered: ‎04-01-2009
My Device: Not Specified

Re: Customer Support Question: Reinstallation of Apps

Shouldn't theydownload that via the AppWorld?
Developer
Posts: 5,339
Registered: ‎09-20-2008
My Device: ***
My Carrier: ***

Re: Customer Support Question: Reinstallation of Apps

If downloading the application results in additional money charges - no, they do not have to pay again.

 

 

Developer
Posts: 484
Registered: ‎07-17-2008
My Device: Not Specified

Re: Customer Support Question: Reinstallation of Apps


bba wrote:
Shouldn't theydownload that via the AppWorld?

Yes, they should.

 

My understanding is that this should work 3 times with dynamic registration.

 

Unfortunately, it doesn't always work.  RIM needs to work on this problem.

Highlighted
Developer
Posts: 343
Registered: ‎02-23-2009
My Device: 8700 | 8310 | BOLD | STORM

Re: Customer Support Question: Reinstallation of Apps

bba,

 

The customer can download the same application to the same phone an unlimited amount of times.  Since the customer just reinstalled the OS and did not change his phone, he can just go to AppWorld, go to MyWorld, Log In and his purchased apps will resynch and then display.

 

From there the customer has the option to download again if it is not installed.  The 3 time download restriction only applies to different devices--you can only download to 3 different devices in one year.

 

I get these request all the time and once I tell the customer to do this, everything is OK.

  

I hope this helps.