1 Star reviews: Can anything be done?

Solar2D General Questions/Discussion
#1

I have gained a 1 star review from a customer who just says
‘rip off: doesnt work’

There’s no reply option, and that statement is demonstrably false.
Yet it can hang around there now like a bad smell.

If I could just talk to the customer, I could find out if something was wrong, whether they want an option we don’t offer, or even give them a refund. (I’m happy with that)
But there doesn’t seem to be any way of reaching them unless they email me.

Where do we stand on things like this?
Does Apple allow any right of reply/redress?
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#2

same problem here… some people are telling that some levels cant be solved, but they can. and they do not contact us, but write 1* reviews instead.

apple really should allow developers to get in touch with people. [import]uid: 90610 topic_id: 24944 reply_id: 101261[/import]

#3

>>some people are telling that some levels cant be solved<<
Ah. That one at least is refutable: have a set of ‘solution’ videos if the steps are repeatable. Think Angry Birds… :slight_smile: [import]uid: 108660 topic_id: 24944 reply_id: 101269[/import]

#4

This irritates me too - I have one game that has circles for levels, along a road. Unlocked levels are in yellow and orange, locked are in gray.

I’ve had multiple one star ratings from people who don’t know to click the level icon and then complain about it.

I guess at this stage I just see it as par the course - though I agree not being able to reply sucks. [import]uid: 52491 topic_id: 24944 reply_id: 101494[/import]

#5

Just buy your own app under your developer name and you can reply in the comments. Update your comments when needed. Make sure it is clear the developer made the comment.
[import]uid: 100901 topic_id: 24944 reply_id: 101514[/import]

#6

I don’t remember where I saw it, but I read an article from a developer who said he did the following.

His app asks the user if they liked the game.

If they answer no, he prompts them to write an email which gets sent to his support email address.

If they say yes, he then prompts then to leave a review.

He claimed that this greatly reduced the number of negative reviews.
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#7

@T.alberga: well, this is an idea but since i have bought the game in the swiss store, I cannot comment in the us store… [import]uid: 90610 topic_id: 24944 reply_id: 101518[/import]

#8

Well, depending on how far you are willing to go. Buy an iTunes giftcard for the US store and create an US account.
Not sure if it is worth the trouble though.

Depending on your other reviews I wouldn’t pay much attention to the one star review. [import]uid: 100901 topic_id: 24944 reply_id: 101522[/import]

#9

Here’s the article on getting better reviews.

http://www.smallte.ch/blog-read_en_24001.html [import]uid: 67839 topic_id: 24944 reply_id: 101523[/import]

#10

@T.alberga: yes, I could do that :). BUT… it is not that much of a deal. We have 16 1* ratings out of 315, at least half of it because of stupid reasons like: “oh, the game is english only”, “i hate the end”, etc…

we still have an average rating of 4.45 so it’s ok! [import]uid: 90610 topic_id: 24944 reply_id: 101525[/import]