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BlackBerry® World™ Development

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Contributor
Posts: 25
Registered: ‎04-15-2011
My Device: Bold 9700
My Carrier: Rogers

Double Charges, Reinstall Issues, etc. what a mess!

I've had four customers, from three different apps email me over the last two weeks due to being either:

a) double charged 

b) charged and not able to install/reinstall (asking them to pay again)

 

They've all emailed me payment receipts, etc. There is virtually no way to get a hold of RIM (on another note I have three apps that have been pending review for > 6 weeks) for support. 

 

Any idea what's going on or how I can get these customers help?

Developer
Posts: 1,452
Registered: ‎11-06-2009
My Device: Torch 9810
My Carrier: WiFi

Re: Double Charges, Reinstall Issues, etc. what a mess!

[ Edited ]

For double charges - advise your customers to send their purchase orders to appworldbilling@rim.com and to request a refund.

 

For not able to install - advise your customers to login into BB App World, My World section, menu "Refresh list". If this doesn't help next step is to reset BB App World with ALT+RST (hold ALT key and type R S T)

 

I have to handle this kind of issues all the time, it's like 1-2 per week, the approach above usually works.

 

Edit: as for support - vendor support form is your best friend Smiley Happy

https://www.blackberry.com/profile/?eventId=8109



"When you become a level 3 developer, you learn to communicate over the ether. I'm told that level 5 developers are ascend into a higher level of existence beyond the physical realm." gord888 @ crackberry
Contributor
Posts: 25
Registered: ‎04-15-2011
My Device: Bold 9700
My Carrier: Rogers

Re: Double Charges, Reinstall Issues, etc. what a mess!

Thanks for the suggestions - will do in the future. 

 

Much faster support here then through RIM. Emailed them yesterday for a user:

 

"Hello,

In response to your request, the following course of action has been provided.

If you have any questions concerning this request, please reply to this email within the next three (3) business days.

Details:
This case was classified as junk mail.

Resolution:
This case was resolved as junk mail due to the content within the original email.

BlackBerry Customer Support Center"

Contributor
Posts: 25
Registered: ‎04-15-2011
My Device: Bold 9700
My Carrier: Rogers

Re: Double Charges, Reinstall Issues, etc. what a mess!

I should have mentioned also that these were all Playbook users - so the ALT + RST trick isn't applicable, unfortunately. 

Developer
Posts: 889
Registered: ‎08-31-2009
My Device: 9530, 9630, 9800, 8530, 9900, 9810, 9930, PlayBook, Dev Alpha
My Carrier: Verizon

Re: Double Charges, Reinstall Issues, etc. what a mess!

On the PlayBook, there is still a "Refresh List" button on the MyWorld screen that performs the same action as ALT+RST


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