02-18-2013 07:18 AM
Does anyone know of any way to contact individuals that have purchased my app?
Someone has given it a very poor rating saying the app doesnt work - I'd like to contact them, or respond to the feedback to find out what the issue is.
I know the username of the buyer, but can't figure out if or how I can message them.
Solved! Go to Solution.
02-18-2013 09:17 AM
02-18-2013 02:53 PM
Unless you provided a Support Email they could send you a email feedback and you couldareply, but their isn't a way to reply back to the review written on the rating system.
02-18-2013 03:35 PM - edited 02-18-2013 06:00 PM
You can always deny the review if it is outright wrong/meaningless/etc.
If you haven't done this before, go to the "Manage Products" page for your vendor portal account,
click the link under the "reviews" column (the link text will be a number showing the number of reviews
you have) and on the reviews page click the tab for the platform on which you got the review you
want to possibly deny. There should be a "Deny" button next to the review. Someone at BlackBerry
has to complete the process.
Review denial, as best I understand it, is for removing reviews that are noise, and not for removing
reviews that are meaningful critiques of the app. Developers who abuse the review denial process
might get their denial requests denied and/or incur deserved criticism from users for trying to pad
their numbers and game the system.
You might also consider posting the text of negative reviews on your own support site, with your response.
This could be delicate, depending on how you handle it. An example of how this could be done well
might be if you get a pattern of negative reviews around some feature that you have, but is hard for
some folks to find, and that their reviews claim does not exist. In a case like that you might update your
app description in BlackBerry World, and/or post responses on your own support site and/or redesign
your app to make the feature more discoverable, with the latter probably being the best and most
leveraged response you can make.
02-18-2013 03:38 PM
By the way is your app a ported Android app by any chance? I've downloaded a few free Android apps and
very occassionally seen them come up with a blank, black screen inside the Android player. I have no idea
what causes this or how to reproduce it. Since these were simple and not-very-good ports, I just deleted
them and moved on.
02-18-2013 03:48 PM