We launched an app this week that’s been exhaustively tested:
- 2G, 3G, 3G S, 4
- iPod 2/3, iPod 4
- OS 3.1, 3.1.3, 4.0, 4.1, 4.2
- 10+ different human testers
- Apple’s own testing (App-review process)
…and yet we’re getting 1-star reviews on the app store, citing “this app crashes on startup”.
Meanwhile, according to Apple:
“No crashes for this app”
It’s always possible that someone’s writing shill reports, but I find that very unlikely. I find it far more likely that there’s some bug somewhere that’s affecting a narrow range of existing users.
Yet there’s literally no way for us to uncover this. Apple still provides no means for a developer to contact users. You are forbidden from sending replies or messages to the people who review your app.
Those people are assuming (we know, because they say this in their review!) that we know about the crash and can do something about it – we can’t. We cannot do *anything* until one of these people contacts us and gives us some crash info. Or allows their phone to upload crash reports to Apple.