We just had this problem. Someone posted a 1-star review on the App Store saying:
> I create puzzles under the username: [---]. The editor is designed to allow you to upload an increasing number of puzzles as a reward for earning high ratings on those puzzles you've created so far. However, if the rating drops, the puzzles you can upload may actually drop. This is lame and unfair. Numerous times I've trashed a puzzle with the intention of replacing it with a new one, only to find that I am now not allowed to upload a new one because my max number of uploads has dropped. Fix this and I will give you 5 stars. Otherwise I will stop uploading puzzles altogether.
The annoying thing is, he's absolutely right. We didn't think of this use case, and we're fixing it right now (it should be rolled out within a few days). But it's so frustrating that he felt like he had to threaten us ("otherwise I will stop uploading puzzles altogether") and didn't even think to contact us first.
And what's more, he decided that our game deserves 1 star, even though he's clearly played it for many, many hours, and presumably has really enjoyed it.
Don't look at it as a threat, because I don't think the user intended it as one. He's not saying "Fix this bug or else I will stop playing." He's saying "Not fixing this bug will cause me to stop playing."
As for the rating, he's saying that this bug is so bad that it kills the entire experience for him. This is how people react to things they don't like: if they enjoy something for 9 hours and absolutely hate the 10th hour, most people will just say they hate it.
As for contacting you first, how easy is it for him to contact you? Did you say anywhere in the game that you all are happy to hear suggestions for improving the game? Also remember that for most users, the App Store is the only place they will interact with you. That's the model. Even if you had said in the game itself that you welcome suggestions and how to reach you, that may not be how users think about you and your game.
I, on a few occasions, have went the nice route by firing off an email (or phone call) about problem and have it deleted or a form letter sent back. In essence, my problem was ignored.
In that case, I went on Google and linked my name to a nasty complaint. Lo and behold, they called or emailed back and solved it if I removed the negative feedback.
Time and time again, if I complain publicly and become a cost sinkhole I get results. If I am a sheep, I get nothing.
I understand that, and it's happened to me a few times also.
But I still feel like the first response, if it's possible, should be an email. We're just a couple of guys, and both our website and our game's credits make it clear that we're not a major faceless company.
I suppose people are conditioned by large companies ignoring them, so I hope that the proliferation of indie developers in the App Store can recondition people to actually send emails.
We love getting direct email from people, and we respond to every single one. I think people are sometimes surprised to get a personal reply; hopefully that won't be such a surprise if enough developers do it.
For your company, that may be the right way to go. But people don't know that.
All they know is that 90% of the time, their time and money is wasted if they go that route. So they take the shortcut. Once you have a good rep with a customer, you can bet they'll do it your way, because that then becomes the best way for them. The problem is that you have to get a rep with that customer first. That usually happens by having a problem, which is the problem in the first place.
Why did this guy think that this was the best communication medium? Do you have forums where you regularly engage your users and answer their questions? Do they know they exist? He sounds like a creative user, and most creative users visit the forums to share and learn tips and tricks.
There is a touch arcade thread that people occasionally visit, but most of our contact with our users is through email. We're planning to add a direct email link in our "about" page in the game (we already have a link to our website), so hopefully that will make it easier for people to contact us.
(We readily admit that we're pretty bad at forming a community. This is a spare-time thing for both of us, and neither of us uses twitter, facebook, or really any social service, much personally, so we feel a little like fish out of water when it comes to the social aspect of the game. We have a level editor, but no way for people to share levels outside of the game itself, and no way for people to talk about levels they make. We're getting there...)
> I create puzzles under the username: [---]. The editor is designed to allow you to upload an increasing number of puzzles as a reward for earning high ratings on those puzzles you've created so far. However, if the rating drops, the puzzles you can upload may actually drop. This is lame and unfair. Numerous times I've trashed a puzzle with the intention of replacing it with a new one, only to find that I am now not allowed to upload a new one because my max number of uploads has dropped. Fix this and I will give you 5 stars. Otherwise I will stop uploading puzzles altogether.
The annoying thing is, he's absolutely right. We didn't think of this use case, and we're fixing it right now (it should be rolled out within a few days). But it's so frustrating that he felt like he had to threaten us ("otherwise I will stop uploading puzzles altogether") and didn't even think to contact us first.
And what's more, he decided that our game deserves 1 star, even though he's clearly played it for many, many hours, and presumably has really enjoyed it.