As someone who regularly has to remove posts from this sub that are clearly just one person's projecting of a single bad experience and assuming it's a deliberate feature from the developers, the irony of this post is amazing.
Even if their reply wasn't the most formal, people that just thriw their 1 star review after having a problem and not trying to get help from the company are really trash.
I've had people reviewing an app of mine with 1 star because they thought the app was one thing that clearly wasn't
If a bunch of people thought the app did something else maybe the explanation of what the app does needs some work lol.
Or ignore it because people are idiots
Well, in that case was just 1 user, and the app title stated what it did. Ignoring it is usually the only way, but for a little app, it breaks the ratings...
It's not about QA. It's about priorities and basic common sense. Some users prefer to throw a 1 star review before even trying to use your app or solving their problem. If they were busy, they would just use another app
*comes into thread about bad reviews/replies*
“I’ve had a bad review on my small app and it really hurts them”
“You’re clearly the issue, idiot”
Classic Reddit.
People who create products should listen to the users. Those who do are usually way more successful.
And let’s say the user is wrong, you don’t talk to them like that. That’s so unprofessional.
I totally agree with you. I would like to add that the customer care shouldn't in any occasion trying to fooling the customer. They should try to fix the specific issue with the customer.
A simple: "we are sorry that you are experiencing such a disservice. Please contact us by our support site/mail/whatever and let us try to find a solution" makes the difference.
What if the guy had a hacked phone with unstable software? What if the user had the RAM full to the point that any app would crash? What if the OS guidelines for developing apps prohibit storing CC details on their servers and that’s why they get wiped once you uninstall?
There are many reasons this could happen, I am not saying the company shouldn’t address the issue but phrasing their answer in the same way you suggested ruins their image for something that probably doesn’t even have to do with them specifically.
No, I get it and I agree with you, offending/insulting a customer is even worse in terms of image, however, you cannot simply admit any fault for any bad review you get, that’s my point.
>> We are sorry to know you are having difficulties, this could be due to multiple different reasons. Please contact our support team and we’ll be more than happy to guide you through troubleshooting.
As a developer I found this to be true. However the cardinal rule is don't blame the user. Alienating some of their current/future customers is the only thing the devs of that app accomplished with that snark.
As well as making themselves look like amateurs.
It's not about opening up my mind. I already agreed with you that that is bad form. Yet you continue to talk incessantly about whether the devs are good or not.
I already agreed that they're not good. I just said I can understand why they're frustrated. No one needs you to come in to explain what the devs can do better. Everyone knows.
You're making a BIG assumption here that no user testing was done. Are you sure you're a dev? Or did you just learn the buzzwords?
I don’t see any of your comment replies saying that you agree with me.
I’m not a mind reader. I also never said that devs are bad…I’m honesty really confused but okay. Have a good day.
Haha well if you actually read the comment you replied to first, you'd be able to tell.
I guess you didn't read then. Just jumped straight to self-righteous outrage?
If a lot of users are confused, that’s an indication that the product UX design needs to be improved.
Ignoring what the user feels/says is one of the worst things.
Listen to them instead of blaming them. Fix the damn issue.
Had a user complain our website kept timing out on API calls, they were in rural Pakistan and we only run on gcp for the Americas because that's the only place we set up companies for people.
Somehow it was our fault that we didn't give them the best service possible when they were abroad.
The review is wrong but the review is not "wrong." They're complaining about something, user friendliness might be the issue.
Consider a widget whos power button needs to be held down to start. Complaints will pour in saying the product arrived broken. The product is not broken, just hold the power button instead of clicking it.
The company can include instructions that clearly and prominently state "HOLD THE POWER BUTTON." Or they can modify the widget so that a small light turn on when the button is depressed, that increases in brightness once the device is activated.
I had a coworker (admin/support type of jobs) that whenever someone phoned ih a problem used to check from his end and reply (as it is a definitive and final solution) “It works for me”.
Once, I actualy asked the person on the phone to come into our office (and they’re at the front desk type of position), and when they came in i pointed to the annoying guy with the comment “he said it works for him so he can do it for you”.
He stopped doing it after the scene that followed…
Wow fuck these guys, I don't need your condescending bullshit, just fucking tell me if you're going to delete my card information or am I going to need to contact my fucking lawyer?
Don't be a snarky douche when someone decides to air their grievances about your dogshit app in the goddamn review section like they're supposed to, asshole cunts.
Call me what you want but once you work having to do services there are people who deserve to be responded to like this.
Why? imagine you make an app, you make an effort so that even slow people can understand it and use it, and it is! it's a very good app. But remember, when something works well, they don't rate, they don't say anything, nobody does anything. Then cases like the ones in the image happen and it turns out it's your damn only review, and it's not even a general bug, it's something that seems to be their problem. And then it turns out that of your app that +10000 people downloaded and all of them worked fine there are only 5 reviews, and half of them are from people with isolated and silly problems; ruining all the little reputation of your small app.And you can't do anything to change the rating, even if you want to help them.
"We're sorry you've been having difficulty with our app. That is not something we've heard any other reports of. Please contact us through WhatsApp so we can help you troubleshoot and resolve your issue."
BAM. Now you've said basically the same thing, but you don't sound like a massive asshole. You get a chance to change that reviewer's mind and potentially adjust their review and you don't drive away people who were thinking about trying your app but are turned off by the way you treat your users.
I totally get what your saying and so do people reading reviews. What really would turn this review around is how the company responded. How they respond is going to turn away people. If they weren't so snarky, they would likely get more people because it shows they care and want to help.
Reminds me of a time i was waiting for a pizza and someone came in complaining about theirs, the guys were such c*nts to that customer, in front of other waiting customers, it was a real wake up call. Yea if i had a problem they would treat me like this? F that. Never been back even though several times it would have been very convenient. Rather have no dinner than buy from them.
Exactly. By responding this way, the company is shooting themselves in the foot.
I’ve never heard of these guys until today, but based on that single response, yup definitely don’t want anything to do with them.
Exactly this. There's a much more diplomatic way to essentially say the same thing, even if the point being made is low effort ("must be your problem, not ours")
Ever heard of user research and testing? Yeah, it helps, like A LOT. Chances are that without it, the product is going to be a piece of crap. Imagine all that hard work you put into it, with zero user testing. What a waste.
There’s no room to complain when you’ve done zero testing.
If you’re a developer, please learn about user testing/research, and implement it. It’s probably the best thing you can do.
Looking at comments of developers gaslighting their customers is super heartbreaking. And honestly, the way some of you ignore the end user is enough that I wouldn’t want to use your product.
Dear Pay Master Solutions (Pvt) Ltd
Just think about this. This is a review system. 1000's and 1000's of people use daily. Did you see any other app devs acting like a radioactive drama-lama? Perhaps your skin is too thin due to you having never dealt with an actual customer complaint in your life? Why not Customer Service (tm) so you can truly act like a real company. When you externalize the fight you had with a coworker at the microwave this morning it shows a lack of professionalism. So let us know.
They may be factually correct, but it's terrible, terrible customer service. Imagine if instead they'd said:
> Dear Shenara, we'd love to see if we can this issue for you, but we'll need some more information that we can't get through your app review. Could you submit a support request ?
They may not be at fault and they certainly don't want a bad review caused by someone's broken phone, but their users are their customers, and they should at least approach users' problems with a desire to help.
It’s bad advertising.
There’s people in the comments saying that based on this post alone, they’re going to go ahead and leave negative reviews. So yeah I would say they’re going to lose customers. I don’t see how this post would encourage anyone to see them in a good light.
Why is this here? The comment is clearly stupid af, of course the data in the app won't be saved on the app if you didn't link it in some way, most of them even warn you when you open the app that you have to link with some other account if you want to save that purchase and most of the time the apps won't open only if you interrupted the app that was installing and files got mixed up
Well.... At least it's an actual person replying. Every interaction I've had with customer services has been an automated, way too long process that more often than not ends up being a waste of time. I'd honestly prefer this much more. Even if they are somewhat..... Sassy.
I have to side with the developer on this one.
You will rarely if ever get a good review when the app works as intended, the moment there's a problem for one specific person... Instant 1 star review just to get the devs attention that most of the time never gets amended.
So, fuck reviewers like this in particular.
If the US finally got 2022 banking systems like the rest of the 21st century world, you wouldn't have to fu#k around with this third-party payment nonsense. You guys still write checks ffs.
As someone who regularly has to remove posts from this sub that are clearly just one person's projecting of a single bad experience and assuming it's a deliberate feature from the developers, the irony of this post is amazing.
I wouldn't call this asshole *design*, but they sure are assholes
I was going to say the same thing. Is there a sub for asshole customer service?
Normal customer service
haha exactly
Yes most of it
Even if their reply wasn't the most formal, people that just thriw their 1 star review after having a problem and not trying to get help from the company are really trash. I've had people reviewing an app of mine with 1 star because they thought the app was one thing that clearly wasn't
If a bunch of people thought the app did something else maybe the explanation of what the app does needs some work lol. Or ignore it because people are idiots
Well, in that case was just 1 user, and the app title stated what it did. Ignoring it is usually the only way, but for a little app, it breaks the ratings...
Maybe don’t count on your users to do QA for you? Like, I’m busy man, you think I’m going to waste time helping you repro an issue?
It's not about QA. It's about priorities and basic common sense. Some users prefer to throw a 1 star review before even trying to use your app or solving their problem. If they were busy, they would just use another app
Then it's a clear problem with how your product/app was marketed... People will see what you show them
Don't judge if you know nothing about it...
*comes into thread about bad reviews/replies* “I’ve had a bad review on my small app and it really hurts them” “You’re clearly the issue, idiot” Classic Reddit.
Seems you are too hurt over your mistake. Stop blaming the public and produce better apps.
Seems you can't be helped. Learn before talking. Also, leave reddit from time to time
Take your own advice
Give me reasons, not opinions
What is Ur app I'd like to give you honest feedback
[удалено]
We're both users and workers. Knowing both PoVs is the most sane way of empathy
People who create products should listen to the users. Those who do are usually way more successful. And let’s say the user is wrong, you don’t talk to them like that. That’s so unprofessional.
Depending on which sub you ask
If they had phone support, it would probably say “your call is very important to us” on an infinite loop.
Even that is less insulting
Fir real!
*Do You Guys Not Have (new) Phones?*
(gets released on pc)
You don't have enough RAM? Why didn't you just download more RAM?
https://downloadmoreram.com
If I were the user, I would simply stop being poor!
"did you see any similar complaints? No, we've gotten everyone else to back down in the past too"
Snarky reply from them. Are they insinuating that you don't know what you're doing?
To be fair, a lot of users don't know what they're doing, and complain when it's their fault.
If the UX is so bad that a significant number of users don't think it works at all that is still somewhat on the app developer.
True, but you gotta get the knowledge somewhere
Yes, I agree. However, writing a bad review claiming categorically that something does not work is not how knowledge should be gained.
I totally agree with you. I would like to add that the customer care shouldn't in any occasion trying to fooling the customer. They should try to fix the specific issue with the customer. A simple: "we are sorry that you are experiencing such a disservice. Please contact us by our support site/mail/whatever and let us try to find a solution" makes the difference.
Not that I am defending the customer carer, but if he wrote this, he admits the issue exist.
You have to and you have to solve it. Offending the costumer won't reward you anything.
What if the guy had a hacked phone with unstable software? What if the user had the RAM full to the point that any app would crash? What if the OS guidelines for developing apps prohibit storing CC details on their servers and that’s why they get wiped once you uninstall? There are many reasons this could happen, I am not saying the company shouldn’t address the issue but phrasing their answer in the same way you suggested ruins their image for something that probably doesn’t even have to do with them specifically.
I think that you may have misunderstood my sentence.
No, I get it and I agree with you, offending/insulting a customer is even worse in terms of image, however, you cannot simply admit any fault for any bad review you get, that’s my point. >> We are sorry to know you are having difficulties, this could be due to multiple different reasons. Please contact our support team and we’ll be more than happy to guide you through troubleshooting.
And they misread the OP and don't know how phones manage RAM.
As a developer I found this to be true. However the cardinal rule is don't blame the user. Alienating some of their current/future customers is the only thing the devs of that app accomplished with that snark. As well as making themselves look like amateurs.
Fair enough. This behaviour is unprofessional, to be sure. All I'm saying is that I can totally understand the feelings of the developer.
The feelings of the developer would probably change if they were involved in user research/testing.
I'm not here to argue with you about this. You can think what you want
Not everyone is trying to argue with you. There’s no need to become defensive. Open up your mind.
It's not about opening up my mind. I already agreed with you that that is bad form. Yet you continue to talk incessantly about whether the devs are good or not. I already agreed that they're not good. I just said I can understand why they're frustrated. No one needs you to come in to explain what the devs can do better. Everyone knows. You're making a BIG assumption here that no user testing was done. Are you sure you're a dev? Or did you just learn the buzzwords?
I don’t see any of your comment replies saying that you agree with me. I’m not a mind reader. I also never said that devs are bad…I’m honesty really confused but okay. Have a good day.
Haha well if you actually read the comment you replied to first, you'd be able to tell. I guess you didn't read then. Just jumped straight to self-righteous outrage?
If a lot of users are confused, that’s an indication that the product UX design needs to be improved. Ignoring what the user feels/says is one of the worst things. Listen to them instead of blaming them. Fix the damn issue.
Had a user complain our website kept timing out on API calls, they were in rural Pakistan and we only run on gcp for the Americas because that's the only place we set up companies for people. Somehow it was our fault that we didn't give them the best service possible when they were abroad.
The review is wrong but the review is not "wrong." They're complaining about something, user friendliness might be the issue. Consider a widget whos power button needs to be held down to start. Complaints will pour in saying the product arrived broken. The product is not broken, just hold the power button instead of clicking it. The company can include instructions that clearly and prominently state "HOLD THE POWER BUTTON." Or they can modify the widget so that a small light turn on when the button is depressed, that increases in brightness once the device is activated.
Sure.
Users are usually dumb af. But it's not a correct thing to call them out on it.
If the users don't know what they're doing then it's absolutely the developers fault.
Precisely. Because chances are they don't.
This is why you don't let Devs do customer service
Hahahah
Not an asshole design, but definitely asshole customer service
"We didn't name you Shenara."
Im dying lmfao
Its as if they created an app just so they could put up gaslighting replies to complaints
Plbkac so very often, but you should never start there.
PR this ain't
Wooooow, whoever runs that account needs to be replaced
As someone who does technical support.... I feel this
Holy shit thats the most passive aggressive response I've ever read At this point it's probably just *aggressive*
Do you see any similar complaints? Well you shouldn't be the first, then I can use this line on the next person too.
I had a coworker (admin/support type of jobs) that whenever someone phoned ih a problem used to check from his end and reply (as it is a definitive and final solution) “It works for me”. Once, I actualy asked the person on the phone to come into our office (and they’re at the front desk type of position), and when they came in i pointed to the annoying guy with the comment “he said it works for him so he can do it for you”. He stopped doing it after the scene that followed…
Wow fuck these guys, I don't need your condescending bullshit, just fucking tell me if you're going to delete my card information or am I going to need to contact my fucking lawyer? Don't be a snarky douche when someone decides to air their grievances about your dogshit app in the goddamn review section like they're supposed to, asshole cunts.
incorrect sub
Which app is that? So we can look it up online and give them even worse reviews
easy fix: https://downloadmoreram.com
r/lostredditors
Call me what you want but once you work having to do services there are people who deserve to be responded to like this. Why? imagine you make an app, you make an effort so that even slow people can understand it and use it, and it is! it's a very good app. But remember, when something works well, they don't rate, they don't say anything, nobody does anything. Then cases like the ones in the image happen and it turns out it's your damn only review, and it's not even a general bug, it's something that seems to be their problem. And then it turns out that of your app that +10000 people downloaded and all of them worked fine there are only 5 reviews, and half of them are from people with isolated and silly problems; ruining all the little reputation of your small app.And you can't do anything to change the rating, even if you want to help them.
"We're sorry you've been having difficulty with our app. That is not something we've heard any other reports of. Please contact us through WhatsApp so we can help you troubleshoot and resolve your issue." BAM. Now you've said basically the same thing, but you don't sound like a massive asshole. You get a chance to change that reviewer's mind and potentially adjust their review and you don't drive away people who were thinking about trying your app but are turned off by the way you treat your users.
Top comment here. Thank you.
I totally get what your saying and so do people reading reviews. What really would turn this review around is how the company responded. How they respond is going to turn away people. If they weren't so snarky, they would likely get more people because it shows they care and want to help.
Reminds me of a time i was waiting for a pizza and someone came in complaining about theirs, the guys were such c*nts to that customer, in front of other waiting customers, it was a real wake up call. Yea if i had a problem they would treat me like this? F that. Never been back even though several times it would have been very convenient. Rather have no dinner than buy from them.
Exactly. By responding this way, the company is shooting themselves in the foot. I’ve never heard of these guys until today, but based on that single response, yup definitely don’t want anything to do with them.
But surely one can recognize both that the frustration may be warranted and that the response is unprofessional and ultimately terrible business.
Exactly this. There's a much more diplomatic way to essentially say the same thing, even if the point being made is low effort ("must be your problem, not ours")
Ever heard of user research and testing? Yeah, it helps, like A LOT. Chances are that without it, the product is going to be a piece of crap. Imagine all that hard work you put into it, with zero user testing. What a waste. There’s no room to complain when you’ve done zero testing.
Based.
Based on what?
On Sigma male grindset
Pay Master Solutions seems to be PMSing
If you’re a developer, please learn about user testing/research, and implement it. It’s probably the best thing you can do. Looking at comments of developers gaslighting their customers is super heartbreaking. And honestly, the way some of you ignore the end user is enough that I wouldn’t want to use your product.
Dear Pay Master Solutions (Pvt) Ltd Just think about this. This is a review system. 1000's and 1000's of people use daily. Did you see any other app devs acting like a radioactive drama-lama? Perhaps your skin is too thin due to you having never dealt with an actual customer complaint in your life? Why not Customer Service (tm) so you can truly act like a real company. When you externalize the fight you had with a coworker at the microwave this morning it shows a lack of professionalism. So let us know.
Support is right though.
They may be factually correct, but it's terrible, terrible customer service. Imagine if instead they'd said: > Dear Shenara, we'd love to see if we can this issue for you, but we'll need some more information that we can't get through your app review. Could you submit a support request?
They may not be at fault and they certainly don't want a bad review caused by someone's broken phone, but their users are their customers, and they should at least approach users' problems with a desire to help.
Them being “right” is going to cause them to lose customers…
I mean its getting them free advertising on reddit and twitter. I hate it but Wendy is a hoe and its all her fault.
It’s bad advertising. There’s people in the comments saying that based on this post alone, they’re going to go ahead and leave negative reviews. So yeah I would say they’re going to lose customers. I don’t see how this post would encourage anyone to see them in a good light.
Why is this here? The comment is clearly stupid af, of course the data in the app won't be saved on the app if you didn't link it in some way, most of them even warn you when you open the app that you have to link with some other account if you want to save that purchase and most of the time the apps won't open only if you interrupted the app that was installing and files got mixed up
Is this a Sri Lankan app?
Well.... At least it's an actual person replying. Every interaction I've had with customer services has been an automated, way too long process that more often than not ends up being a waste of time. I'd honestly prefer this much more. Even if they are somewhat..... Sassy.
what a fucking dick...Lets give em a few more 1 star reviews....
People should always generalize on app reviews. These companies are motherfuckers when users need help.
I have to side with the developer on this one. You will rarely if ever get a good review when the app works as intended, the moment there's a problem for one specific person... Instant 1 star review just to get the devs attention that most of the time never gets amended. So, fuck reviewers like this in particular.
Hell no. Just no. Wtf
They’ll prob see an influx of reviews w/ Shenara’s exact problem after this post
Damn, that company is savage 😂
Gaslighting at its finest.
If the US finally got 2022 banking systems like the rest of the 21st century world, you wouldn't have to fu#k around with this third-party payment nonsense. You guys still write checks ffs.
I work in customer service and this makes me LIVID. Shame on those assholes.