App World - BIG ISSUES - support provider needed!

Our support email receives much too many e-mails regarding our application of SoundEffects.  I would really like to work with someone to BlackBerry on fixing these problems.  Here's what has happed because first of all, we have published our application:

1 SoundEffects v1.0 was released and we began to receive many emails from users of storm sounds complainant has not played

2. we confirmed that the Simulator has worked but devices have not issues.  The only work is about to set the volume after the sound is played.  There are several positions to a firmware issue and how it was fixed, but Verizon does not seem to get the upgrade.

3. we take the storm off the coast of the list supported for v1.0

4. created v1.0.1, which works around the problem to constantly adjust the volume when playing sounds.  Post us this new version and configured to be used only for the storms.

5. the correction seems to work for new customers.  Impossible to former clients who were on v1.0.  They get the option click on upgrade, but it never downloads and always error.  Some customers get just the button to buy the app again.  It is not good that we have set is a free update.

6. we get also some emails on how to download apps again or downloads fail to Download Center.  I would like to know how to react to this.  Is there an email support for blackberry App World, because there is nothing we can do to solve these problems.

I wish I could say this process has been worth, but given the number of purchases compared to all emails we have field for reasons beyond our control – bad firmware, bad downloads, has no updates, etc.  We would like to get a better understanding of how to answer these questions and if there are future improvements that will provide a better end-user for our customers experience.  Thanks for any help you provide.

I got the word of support from RIM.  It seems that the problems will be solved soon!

----------------------------------------------------------------

Thank you for your e-mail.  I wanted to address a few points/issues you mentioned below and try to bring a light at the end of the tunnel.

a. the user is impossible to pass your app (connection error message)

b. the user by not seeing your application when you log into My World

The 2 above issues have been identified early last week, and we are working on a fix to solve these 2 problems.  We expect to implement it and to live in the next 24-36 hours. Once this fix, users must be able to correctly reconcile their applications purchased by logging into my world, but also to move your application from the old version to the latest version.

Tags: BlackBerry Developers

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