Our first app, Celebritize, finally made it to the iPhone App Store. It took a lot longer than I thought it would, mostly because of well spent time in QA. Still we’ve been getting reports of the app crashing for folks when they try and choose a different celebrity pose. We made some tweaks to the app in an attempt to fix this issue in version 1.1. For many it’s worked, but in a few cases, it didn’t and actually made it worse. That’s frustrating and embarrassing.
Customer satisfaction is our most valuable asset and even when a couple of folks who buy our app experience problems using it, it’s a heavy weight on my mind. The fact that I can’t effectively communicate with them certainly doesn’t help either. Reviews on the app store are one way of finding out what the user experience is like, but it doesn’t offer a way to contact the reviewer to try and resolve the issue for them.
I’ve had a few folks use our Live Chat system on our website or email me when they experience an issue and I’m very happy to hear from those folks. As the creator of this app, I certainly want everyone who uses it to enjoy it and when I can address a user’s problem and fix it for them, it’s very satisfying on both ends.
On the other hand, when a user has a bad experience and just gives up or posts a negative review, I’m really bummed. We’re working hard to fix the issue ASAP. In the meantime, I’ve posted an easy solution to the crashing issue on our website, our Facebook page, added it to the description in the App Store and I’ve tweeted about it, but that still misses some folks. I’ve tried locating the folks who have left negative reviews by searching for the user name they used on their review, but that’s really hit and miss.
We are working on a permanent solution to the crashing issue and will have it fixed as soon as we comb through the code with fresh eyes. In the meantime, I hope folks who are having trouble will find the easy solution I’ve posted and enjoy using the app. We value each and every person who has purchased our first iPhone app and hope it results in lots of smiles and fun.