question

rgbbot asked Dec 6, '12

Is the "Customer support email address" visible to users?

Two weeks ago I got a 1-star review of my app, so last week I released an update that I hope fixes the issue. The user never contacted me at the support email address and I was wondering if they can even find the address in the store. All I can think of to do so far is comment on his review and ask him to try the update for the app and/or contact me at the support address (if it is displayed somewhere in the appstore). Thanks in advance for any advice.

amazon appstore showcase

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Samuel@Amazon answered Dec 8, '12

Hi rgbbot, Commenting to the customer review is the one way you can ask him to upgrade to the latest version of your app. We have option to contact customer service by clicking on "If you need help or have a question for Customer Service, contact us." down the page. Thank you.

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Allan Folz answered Jan 6, '13

Hello Samuel, I tried making a comment to a review from my developer login and I get the message "** You must have purchased items from Amazon to post." Do I need to open a support ticket to get my developer login endorsed for commenting privileges? Thanks.

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Sachin@Amazon answered Jan 7, '13

Hi, To enable writing reviews to products on Amazon.com or to reply to any review, you must have successfully purchased one product from Amazon. You do not have to purchase the product you are reviewing. If you are doing your purchase first time, then it will take 48 hours to enable your account for writing reviews. Hope this helps.

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Allan Folz answered Jan 7, '13

I presume the purchase requirement is to guard against fake reviews and trolling comments. I would think a registered developer account with an tested and verified App uploaded and available for sale meets the spirit of the purchase rule for preventing fakes and trolls. If this can't be handled with a support ticket request, I'd ask that this request be routed to the appropriate team as a future enhancement request. Thanks.

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Sascha Hlusiak answered Jan 7, '13

By the way, how would you comment on a review in a different market place other than Amazon.com? The Android App does not seem to offer comments right now. For the other market places I don't even know a way to see the reviews for my app.

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Anshul@Amazon answered Jan 8, '13

To enable writing reviews to products on Amazon, you must have successfully purchased one product from Amazon. You do not have to purchase the product you are reviewing. If you are doing your purchase first time, then it will take 48 hours to enable your account for writing reviews. Also you should have an account per locale to see comments for that locale.

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