We try hard to please all of our customers. We responded to this customer's complaints immediately, and even put her contact with our CTO, who personally worked on fixing the problem she was seeing. Not a single other person had complained about the issue, which seemed to be related to an issue that...
was specific to an update to the Android operating system on a few different Android devices. There are over 10,000 different Android devices in circulation, each with their own nuances, and so it's impossible to test all of them. When an update is made we follow a strict process to test for ~2 weeks, then it typically takes another few days to 1 week for Google Play store to approve the release. We spent 2 weeks diagnosing the issue and making the fix, and 2 weeks testing. Our CTO was in constant communication with the customer during this phase. We tried to explain this process to [redacted], but she didn't seem to understand care that we can't deviate from our process. It's too bad, because we actually appreciate when people like [redacted] take the time to report issues that we can use to improve our product.Rather than ask for a refund or respond to our CTO's last email, she posted derogatory things about our brand and our company on every single social media channel. After seeing these posts online, I issued a full refund, wrote her an email and also let her keep the product even though she didn't ask our support team for a refund prior to her onslaught of negative posts. At this point our team had already stopped what they were working on to make the technical fix that she requested and were in the process of testing it prior to releasing it to all of our users on the app store.We have a small business where all of our founders took substantial pay cuts to try to build a product that helps people. We did this for personal reasons - not to try to make money. It's demotivating when somebody goes out of their way to try to bully small companies like ours instead of simply talking to us like a normal person and having a little patience when we are spending our time and resources trying to keep them happy. We are very responsive and our other customers tend to appreciate this. We typically proactively refund people when they are unhappy, which is part of the reason why we typically have good reviews. We go out of our way to try to keep customers happy. Out of thousands of (mostly happy) customers [redacted] has been the most malicious in her posts, by leaps and bounds. In the future, I'd advise that she simply ask for a refund if she's unhappy. It's a lot simpler for everybody.
We try hard to please all of our customers. We responded to this customer's complaints immediately, and even put her contact with our CTO, who personally worked on fixing the problem she was seeing. Not a single other person had complained about the issue, which seemed to be related to an issue that...
was specific to an update to the Android operating system on a few different Android devices. There are over 10,000 different Android devices in circulation, each with their own nuances, and so it's impossible to test all of them. When an update is made we follow a strict process to test for ~2 weeks, then it typically takes another few days to 1 week for Google Play store to approve the release. We spent 2 weeks diagnosing the issue and making the fix, and 2 weeks testing. Our CTO was in constant communication with the customer during this phase. We tried to explain this process to [redacted], but she didn't seem to understand care that we can't deviate from our process. It's too bad, because we actually appreciate when people like [redacted] take the time to report issues that we can use to improve our product.Rather than ask for a refund or respond to our CTO's last email, she posted derogatory things about our brand and our company on every single social media channel. After seeing these posts online, I issued a full refund, wrote her an email and also let her keep the product even though she didn't ask our support team for a refund prior to her onslaught of negative posts. At this point our team had already stopped what they were working on to make the technical fix that she requested and were in the process of testing it prior to releasing it to all of our users on the app store.We have a small business where all of our founders took substantial pay cuts to try to build a product that helps people. We did this for personal reasons - not to try to make money. It's demotivating when somebody goes out of their way to try to bully small companies like ours instead of simply talking to us like a normal person and having a little patience when we are spending our time and resources trying to keep them happy. We are very responsive and our other customers tend to appreciate this. We typically proactively refund people when they are unhappy, which is part of the reason why we typically have good reviews. We go out of our way to try to keep customers happy. Out of thousands of (mostly happy) customers [redacted] has been the most malicious in her posts, by leaps and bounds. In the future, I'd advise that she simply ask for a refund if she's unhappy. It's a lot simpler for everybody.