12-15-2011 12:54 PM
Someone added a review to one of my apps and asked for a response. This person gave a bad review and said that they didn't even install the app and wants a question answered.
1) How would I go about responding to this person?
2) Would you deny the review?
12-15-2011 12:58 PM
12-15-2011 03:53 PM
Thanks for the response. I've gone ahead and denyed the review. Not sure how people don't read the short summary and the part that says email me if you have any questions. No recieved email has gone longer than 12hrs without a response.
I also had to deny the extremely poor review of someone a month ago who said my app wouldn't work properly on OS2 beta. An OS that is still not ready for launch, earliest would be in Feb. 2012, and will most likely not be anything like the beta that's out now and meant for developers. It upsets me to deny reviews but some just don't deserve to be there.
12-15-2011 04:18 PM
12-20-2011 01:49 AM
I think a fair and proactive way to deal with this is to remove the comment but release an update (if possible) that addresses this issue. Maybe the update means making changes to the help section. By doing this you have done your dilligence to reach the user as they've requested, and you have addressed the issue for other users. Don't release too many updates, of course, but all of these reviews are opportunities to please your customers so acting on them quickly is a great benefit.
01-20-2014 12:04 PM
This is overneeded but will never happen unless everyone votes in jira as what's posted here doesn't seem to matter, only the amount of votes a topic gets in the jira ticket system.
I created a ticket about being able to respond to reviews a month or so ago and it hasn't even been looked at because there's no votes...
So if you want to respond to reviews, vote and let BlackBerry know
01-30-2014 05:28 PM - edited 01-30-2014 05:32 PM
to re-invigorate a little bit of faith into the system, I e-mailed the VP of developer relations about this and he clarified a few factors.
For the issue tracker, it serves two purposes:
1) Bug reports – the Dev Rel team confirms/verifies them, comments on any alternative solutions, and ultimately links them to the internal systems for R&D to resolve in a subsequent OS release.
2) Feature requests – Roberto is the prime for ingesting these, which accounts for the vast majority of what’s outstanding in his queue. These typically don’t get closed until they’re actually delivered, which allows others to vote on and watch the outstanding requests.
In either case, we’ve got a team of dozen or so people who are daily triaging incoming issues. Of course, we don’t actually close any of the outstanding bugs or feature requests until they are solved or delivered, which usually comes in new OS and/or new SDK releases.
This doesn't mean jira isn't fundamentally broken and they should re-evaluate their approach (screw votes and just start fixing tickets) but at the same time Jira is the easiest way for them to keep track of all these issues.
The major flaw is they put so much reliance into the voting when most people don't want to deal with it and that's what is hurting everyone.
The ticket about responding to reviews is now public and can be voted on if any of you feel like putting a vote in