928991 - Make it possible for a developer to contact a person who wrote a review

Status: RESOLVED WONTFIX

(Marketplace Graveyard :: Developer Pages, defect, P3)

Description

[Jeena Paradies]

User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.8; rv:24.0) Gecko/20100101 Firefox/24.0 (Beta/Release)
Build ID: 20130910160258

Steps to reproduce:

Someone wote a review of my app and stated some problems with the application: https://marketplace.firefox.com/app/feedmonkey/ratings

I think I know what the problem is and would like to contact this person to help them out.


Actual results:

I was looking for a way to contact the person who wrote this review so I could help her/him out so the would be able to use the application. I wasn't able to find their email address or some other way to contact them.


Expected results:

There should be a way for a developer to contact a reviewer. This would make it easier for users to get help and for developers to find out how to reproduce bugs reported only as a app review in the marketplace.

Comment 1

[Christopher Van Wiemeersch [:cvan]]

UX, can we revisit our support strategy for apps? Thanks.

Comment 2

[Maureen Hanratty]

I'm hesitant to allow developers to contact reviewers directly or respond to reviews inline (like Yelp does). Though you have the best intentions other developers may abuse this right. If developers are responding inline to reviews then it will make it difficult to read through reviews. We do have a channel for users to contact developers for support issues--the support email that's required for the app. In addition I'd suggest addressing feedback that is coming in the reviews in your app description, for example if there is a bug that you have subsequently fixed. People who haven't written a review might be having the same problem so making this information public in your description is good for all your users.

Comment 3

[Jeena Paradies]

I wasn't thinking about inline responses, just a form somewhere so I can send a message to the person who wrote the review. I know as a fact from the iOS AppStore that people don't read the app descriptions, they only look at the screenshots and write reviews.