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iPhone App will not stay open - just flashes when trying to launch

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Re: iPhone App will not stay open - just flashes when trying to launch

#261

Post by yunolisten »

raverbashing wrote: post #59

I can't believe people are still buying any "cloud powered" crap for their homes Fool me once shame on you, fool me twice... Don't buy anything "cloud powered/IoT stuff" unless you know what you are doing and the product has been vetted by the general public and you're aware that there will be breaches Right now the number of IoT stuff I intend to buy is Zero

> I can't believe people are still buying any "cloud powered" crap for their homes

This should be closer to the top :) Sadly many consumers don't understand exactly what they're buying into.

Re: iPhone App will not stay open - just flashes when trying to launch

#262

Post by yunolisten »

CaliforniaKarl wrote: post #18
finaliteration wrote: post #6

Earlier quoted context omitted.

Acting out in retributive ways when your customers (justifiably or not) have issues and leave negative reviews is a pretty terrible way to build and run a business. Is the spite towards that one person really worth it?

Look at the timing. This was an Amazon purchase. The developer mentions Saturday, and how the Amazon review was left around the same time as the forum post, so presumably the the item was delivered on that same day. That's gonna be a bad experience for both sides: The purchaser has to wait until Monday to return, and the developer has to deal with (what I expect is) a drive-by flame. It's a Saturday night, and each s…

> I doubt the guy was going to continue

> We don't know anything else

It's almost like you treat your 'doubt' as a matter of fact, rather than pure opinion.

Re: iPhone App will not stay open - just flashes when trying to launch

#263

Post by yunolisten »

Just1689 wrote: post #25
Lazare wrote: post #16

Earlier quoted context omitted.

I'm sure any negative review is painful, but that hardly seems to cross any lines. "Abusive language" is really, really, really stretching it.

Yeah, abusive language it is not. It's more of a tantrum. Looking at the other reviews, it does seem that the company is happy to help with issues even where there is a negative review.

> It's more of a tantrum.

And the knee jerk response of bricking the device is ok then?

Re: iPhone App will not stay open - just flashes when trying to launch

#264

Post by dozzie »

eps wrote: post #231
bigbugbag wrote: post #93

Earlier quoted context omitted.

There are countries where national laws says doing that is illegal to deny service to some customers based on subjective opinion and you can be sued for discrimination. "This customer is a toxic asshole" is not that far from "this customer has a skin color / religion / political view I don't like".

Examples?

Half the EU?

Re: iPhone App will not stay open - just flashes when trying to launch

#265

Post by jo909 »

arjie wrote: post #153
qume wrote: post #53

Dear customer, We are a small team who don't have the resources to test every single OS version on every device. Problems will happen. As such we're happy to issue you a refund, and you can keep the device. All we ask is that you let us update the app to make sure it's working on your device, and hopefully others. Thank you for helping us find the issue. We will work tirelessly until it is fixed. If at some stage you…

Which companies do the refund + keep-device if unsatisfied?

It's not about "Whatever, here is your money back, just keep the device we don't care, goodbye."

It's about acknowledging the customers frustration, hopefully lowering it by returning the money no questions asked, and ALSO keeping the door open to continue the conversation in the hope for a more positive outcome.

Maybe the customer angrily throws the device away and you never hear from him again. Okay then, everybody moves on.

But maybe he is less frustrated and is willing to have a productive discussion about his problem, provide you with more information and try some things.

Again this might lead nowhere. Ideally you either find that something completely out of your control was the fault, and the customer can admit that blaming you for it was unreasonable, or you find the fault and are able to fix it.

So you might end up with a customer that no longer blames you, or even better one that is now able to use and enjoy your product.

Re: iPhone App will not stay open - just flashes when trying to launch

#266

Post by mikro2nd »

matt4077 wrote: post #212
barking wrote: post #196

Earlier quoted context omitted.

In my experience there are a small percentage of customers, bullies basically, who are toxic and have the ability to ruin the experience for your good customers by taking up an inordinate amount of resources in money, time and employee mental state. Maybe part of the reason they are cheap is because they don't pander to this type?

Dunno. I once tried to check in online, but the service was just giving me errors. Tried for half an hour. When the service was back up, it wouldn't let me check in because that closes two hours before the flight. There were around 20 people at the check-in, all of which had had the same problem. They made every single one pay 45 Euro per boarding pass, telling us to file a complaint later. Filed a complaint, got a c…

Do you not have recourse to a Small Claims Court or similar process where you are?

Here the mere threat of using the Small Claims Court is frequently sufficient to prompt adequate redress. No lawyers are allowed to advise parties. The head of the company has to show up in person and sit waiting on a bench along with everyone else waiting for the case to get called. Court sits outside of normal working hours, and there's no appeal. For small amounts it works incredibly efficiently.

Re: iPhone App will not stay open - just flashes when trying to launch

#267

Post by yunolisten »

bluefox wrote: post #179
erikb wrote: post #122

Earlier quoted context omitted.

I think many people here only read the headline and immediately start aiding the destruction of what seems to be a single person's business. I have experienced myself how painful it can be to stay polite towards a*hole customers, so as said in some comment: It's totally fine to quit a customer who acts like that and refund him.

I'll just note that this entry was posted twice, by two different accounts, with the same title, even though it does not appear anywhere in the site. PR effort for or against.

> I'll just note that this entry was posted twice, by two different accounts

another behaviour that's quite common here ;)

Re: iPhone App will not stay open - just flashes when trying to launch

#268

Post by NotSammyHagar »

a3_nm wrote: post #161
msh wrote: post #152

Earlier quoted context omitted.

Do you have a reference? Googling dont reveal any cases, only people speculating if they might do it.

The closest analogue I know is Amazon remotely wiping books from customer devices when Amazon noticed that they did not have the right to sell them in the first place: http://www.nytimes.com/2009/07/18/technology/companies/18ama... (Ironically, the books were by Orwell.) There was a lawsuit which was settled http://www.bizjournals.com/seattle/blog/techflash/2009/09/am... and apologies from Amazon which said they woul…

Yes, that was a mistake, and they said it was a mistake, and they won't do it again. So you can't use this as a general example of how amazon behaves - unless you are arguing they listen and try to fix mistaken behavior.

Re: iPhone App will not stay open - just flashes when trying to launch

#269

Post by sowbug »

Should the result have been any different if this exchange had happened face-to-face in a brick-and-mortar store?

Most stores display signs reserving the right to refuse service to anyone. Using profanity is one reason a customer might get kicked out.

Re: iPhone App will not stay open - just flashes when trying to launch

#270

Post by jo909 »

jbverschoor wrote: post #260
arjie wrote: post #153

Earlier quoted context omitted.

Which companies do the refund + keep-device if unsatisfied?

Every company selling products via the internet in the EU.

Definitive NO. I think you mean they have to offer free _return shipping_.

I only know the situation in Germany for that, and the law here is not even as straightforward as most customers expect, just the big online retailers are pretty relaxed with their return policies (because that is what the customers are expecting).

There is no situation where you could insist on keeping a defective product, and its also not commonly offered voluntarily.

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