How do you answer customers who complain about app installation failure

[baolei]

I have received customer emails like these for several times:
"The app installation has been stuck for several days",
"The app icon disappeared after installation",
"The app doesn't load, the icon is gray"

I believe that these are app store bugs and the developer can't really do anything on that (correct me if I am wrong). My apps were downloaded for tens of thousands times and I have heard about this kind of questions for ~5 times.

So normally how do you answer these questions? I really can't do any experiment with their devices and personally I didn't experienced any app installation problem on my device so far.

Thanks very much.

[dre]

There is not much you can do about it. People leave comments for more stupid reasons or even worse - competitors leave bad comments.

You can "report concern" to Apple. Apple sometimes remove retarded comments. That's the most you can do.

[baolei]

Oh sorry actually I meant that they complain to me by email, not in the App Store. And they normally ask what they can do to get it successfully installed.

So what are the best suggestions that we can give them? Thanks.

Originally Posted by dre

There is not much you can do about it. People leave comments for more stupid reasons or even worse - competitors leave bad comments.

You can "report concern" to Apple. Apple sometimes remove retarded comments. That's the most you can do.

[Bertrand21]

Originally Posted by baolei

Oh sorry actually I meant that they complain to me by email, not in the App Store. And they normally ask what they can do to get it successfully installed.

So what are the best suggestions that we can give them? Thanks.

Download on iTunes and sync their device.

[lukeca]

Originally Posted by Bertrand21

Download on iTunes and sync their device.

Yep, or ask them to reboot their device, that restarts the install usually