Our app update failed approval because the testers didn't read the instructions -- How can we move this forward?

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R and R Digital asked Oct 26, '16

Our app update failed approval because the testers didn't read the instructions -- How can we move this forward?

The latest version of our app failed approval because the testers didn't follow the testing instructions which clearly state that our app must be installed using the Amazon AppStore.

This problem has happened before and we simply filed a support request using the "Contact Us" link and pointed out that the app needed to be installed correctly before testing. Within 24 hours, the app was retested and passed without issue.

We're in the same situation again and despite filing a support request more than two days ago, we haven't received any response or update -- surely a courtesy reply is warranted at this point.

Our customers and sales are impacted by the delay and we're not sure how we can move this forward.

The two support case ids are 1923103461 and 1923104771.

PLEASE RESPOND.

app submission and updates testing live app testing

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Answer 1 · 2016-10-26T15:30:44Z

Levon@Amazon answered Oct 26, '16

Thanks randr,

I have forwarded your instructions to testers.

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Answer 2 · 2016-10-27T01:45:42Z

R and R Digital answered Oct 27, '16

Thanks, Levon -- I, and our customers, appreciate it!

On a related note, surely there's a way to improve the process in the future -- we're open to anything that will help -- even something as obvious as naming the .APK "Cyboid_Vxxxxx_THIS_MUST_BE_TESTED_WITH_APPSTORE.APK" is fine -- just let us know!

Moreover, if there is a way to improve response time from support -- a paid account, per-incident fee, whatever -- just let us know!

Simply put, now that we've launched and have paying customers, app updates and new IAP, it's at the point where multiple days for a reply -- even a courtesy "we got your email and will response when we have time" response -- is just not acceptable.

Again, thank you for the prompt response -- I'm hopeful that the app will be retested today, as we're now at three days -- other app stores don't have such "overhead" -- HINT.

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Answer 3 · 2016-10-28T13:04:50Z

R and R Digital answered Oct 28, '16

So it's been another day (or more) and still no word, update, response or information.

Please re-contact the test team to find out what's going on and when we can expect the update to go live.

Thanks!

1

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Levon@Amazon ♦ commented · Oct 28, 2016 at 02:10 PM

Hi R and R, the test team is working on your case. Apologies it's taking longer than expected, and thank you for your patience.

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Answer 4 · 2016-10-28T15:45:45Z

R and R Digital answered Oct 28, '16

Thanks again, Levon!

Not only do you respond, but do so promptly -- VERY much appreciated.

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