{"id":23962,"date":"2019-01-16T16:39:14","date_gmt":"2019-01-16T21:39:14","guid":{"rendered":"https:\/\/mjtsai.com\/blog\/?p=23962"},"modified":"2019-01-16T16:39:14","modified_gmt":"2019-01-16T21:39:14","slug":"customer-support-for-failing-app-downloads","status":"publish","type":"post","link":"https:\/\/mjtsai.com\/blog\/2019\/01\/16\/customer-support-for-failing-app-downloads\/","title":{"rendered":"Customer Support for Failing App Downloads"},"content":{"rendered":"<p><a href=\"https:\/\/openradar.appspot.com\/radar?id=5064968168800256\">Bruno Virlet<\/a> (<a href=\"https:\/\/twitter.com\/bvirlet\/status\/1085478042225569792\">tweet<\/a>):<\/p>\n<blockquote cite=\"https:\/\/openradar.appspot.com\/radar?id=5064968168800256\"><p>On reportaproblem.apple.com, if the customer selects the option &ldquo;App fails to install or won&rsquo;t download&rdquo;, the customer receives the suggestion to contact the app developer correctly:<\/p><blockquote><p>If you&rsquo;re having issues with this app, please contact the app&rsquo;s developer directly, they may have more specific troubleshooting steps for their app. Click on the App Site button to open the developer&rsquo;s support page.<\/p><\/blockquote><\/blockquote>\n<p>Of course, this isn&rsquo;t due to a bug in the app because the App Store hasn&rsquo;t even downloaded it yet. Despite my selling far more software through direct downloads than through the Mac App Store, customers report more download\/installation problems when using the store. Another case where the App Store reality is not what one would have predicted. It&rsquo;s galling that this remains unreliable when Apple controls every aspect of the process&mdash;and then blames the developer. These are some of the worst e-mails to get. The customer is rightly upset that I&rsquo;ve just taken their money, yet they can&rsquo;t download the app, and there&rsquo;s not a lot I can do to help them.<\/p>\n\n<p>Previously: <a href=\"https:\/\/mjtsai.com\/blog\/2017\/12\/28\/apple-support-tells-customers-to-ask-developer-for-refund\/\">Apple Support Tells Customers to Ask Developer for Refund<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"<p>Bruno Virlet (tweet): On reportaproblem.apple.com, if the customer selects the option &ldquo;App fails to install or won&rsquo;t download&rdquo;, the customer receives the suggestion to contact the app developer correctly:If you&rsquo;re having issues with this app, please contact the app&rsquo;s developer directly, they may have more specific troubleshooting steps for their app. Click on the App [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"apple_news_api_created_at":"2019-01-16T21:39:17Z","apple_news_api_id":"05c170de-d542-4c25-a26e-76ad7d403da8","apple_news_api_modified_at":"2019-01-16T21:39:17Z","apple_news_api_revision":"AAAAAAAAAAD\/\/\/\/\/\/\/\/\/\/w==","apple_news_api_share_url":"https:\/\/apple.news\/ABcFw3tVCTCWibnatfUA9qA","apple_news_coverimage":0,"apple_news_coverimage_caption":"","apple_news_is_hidden":false,"apple_news_is_paid":false,"apple_news_is_preview":false,"apple_news_is_sponsored":false,"apple_news_maturity_rating":"","apple_news_metadata":"\"\"","apple_news_pullquote":"","apple_news_pullquote_position":"","apple_news_slug":"","apple_news_sections":"\"\"","apple_news_suppress_video_url":false,"apple_news_use_image_component":false,"footnotes":""},"categories":[],"tags":[91,131,31,1610,30,39,1609],"class_list":["post-23962","post","type-post","status-publish","format-standard","hentry","tag-appstore","tag-bug","tag-ios","tag-ios-12","tag-mac","tag-macappstore","tag-macos-10-14"],"apple_news_notices":[],"_links":{"self":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/posts\/23962","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/comments?post=23962"}],"version-history":[{"count":1,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/posts\/23962\/revisions"}],"predecessor-version":[{"id":23963,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/posts\/23962\/revisions\/23963"}],"wp:attachment":[{"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/media?parent=23962"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/categories?post=23962"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mjtsai.com\/blog\/wp-json\/wp\/v2\/tags?post=23962"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}