Join the crowd ;) Actually, when you think about it, it would actually not be a good idea to be able to respond to people in the review comments. You might have the best intentions, but it *would* escalate into something you most definitely don't want in reviews.
However, you still have a problem to deal with. This is how we handled it with a lot of success: 1) The people that usually review are those that have a reason to come back to the app in Play and actually write a review. Your happy customers are the ones that don't need to review anything because they forget the app was ever not on their phone. What we did was provide a way for users to get to the reviews in-app and even give them update information and request a review if they are happy with the app. You can only ask once per update *at most* however, or you will again have unhappy customers. The result for us was that the positive reviews so out weighed the negative reviews that the negative became inconsequential. 2) Set up a system for support and actually handle your support requests. People have problems sometimes or they simp;y don't understand how to operate your app. Use those support requests to improve your app and deal with the issues first that you get the most support requests about. You can add the support option to the same place the users has the review option... that way if they have a problem they don't simply review poorly, they instead ask for support. It will take you a little while to work out your support system and it *will* be a burden for a while, but its worth the trouble. Even if you *can't* fix a users issue, you can record the problem in your backlog and let them know you have don that. They may not exactly be happy, but at least they feel that someone cares about the problem. 3)If a negative review is poorly written (erroneous, swearing, raging etc) you can ask Google to remove it and they usually will. Don't abuse the feature, but go ahead and use it. Keep in mind there is not a single app out there with no bad reviews, so don't remove them simply because they are negative. 4) When you get a bad review at the top of the stack, it can be a pain and *will* effect your sales. TO deal with this, simply modify your own review to address the issues, usually by asking them to contact support. When what will happen is that your own review will go to the top of the stack and be seen first. You will find that if you implement steps 1-3 that you will no longer need to do this, so step 4 is a stopgap while you get the rest of those suggestions in place. 5) If your app really does suck or break or look like crap, then fix it. That will help you reduce the need for points 1-4 and in the end costs you less in time wasted dealing with it. Hope that helps, - Brill Pappin On Friday, 30 November 2012 01:31:00 UTC-5, Techni wrote: > > I am getting some really STUPID comments and it's infuriating that I can > do nothing about them > -- You received this message because you are subscribed to the Google Groups "Android Developers" group. To post to this group, send email to android-developers@googlegroups.com To unsubscribe from this group, send email to android-developers+unsubscr...@googlegroups.com For more options, visit this group at http://groups.google.com/group/android-developers?hl=en
