How to handle bad ratings not caused by the developer?

Hallo Garmin-Team,

the app developers are getting many bad ratings for their apps which are not caused by the app or the developer.

Reason 1:
Many bad ratings results from users which don't know how to handle their device. A Example ist, that users wrote that a datafield don't appear on their watch. The cause was, that they believed it would appear automatically (or as a widget). So I hab to brief many user how to set up a datafield for a activity.
So pleae Garmin, insert a Information on the app-page where you inform the user what kind of app it is and how such a app is used (or installed)

Reason 2:
Error are caused by device or firmware (see https://forums.garmin.com/showthread.php?345891-Edge-1000-configurable-app-settings).
The users don't reflect what could be the reasen. It don't work so the app gets bad ratings.

And now my question:
What does Garmin think this situation should be handled?
Shall we flag all these ratings as Inappropriate?
Will Garmin add a option to answer to reviews (currently many user don't allow private message so developer can't give feedback)?
Arew other solutions planned?

Thanks for helping us developers ;)

Greetings
Ronny

ronnywinkler over 9 years ago

Hello Shannon,

thanks for your answer.

You are right, that the users can contact Garmin support. But will they do? They try a app - it don't work like expected - the make a review for the app...
The problem is the missing information in the app page. You can search apps by selecting a device or a category. But if you are in category "new apps" you dont't see if a app is a widget, datafield or app. In the app description you also can't see the kind of the app. At this point the user don't know if it's a widget or datafield.
I wrote about it in the app description (also requirements and how to install a datafiel), but many users dont' read it.
So displaying the app-type in the app page would help. And if there would be a hint how to use this app type in a eye-catching place the users attention would be directed to this (I hope :-))

The firmware relevant reasons are mostly known by developers (I linked to a thread where this is discussed and addressed to Garmin development). So I believe Garmin will do their best to fix such bugs. But users don't care about such things. Something they try don't work and the have only the relation to the installed app. So the app is "bad" and gets the review.

I had also some users which used the contact button to write a comment. But if they don't insert a mail address and they don't alllwo private messages I can't answer.
I try to get in contact with the users (if possible) to inform and help them. But sometime I have no chance.

I just wanted to point at these point. I develop for fun and the users feedback ist the only earning :o
Especially the first problem could be improved by Garmin by providing som Information about app type and how to use. That would be very helpful :)

Bye
Ronny

ronnywinkler over 9 years ago

Thanks Shannon ;)

Former Member over 9 years ago

Can't even count how much was spit on my watch when steps history was cleared after the firmware update. My decision is to just take it easy and help users if you can. Bad rating is usually evenly spread among all apps and can be simply disregarded.

I really like Garmin devices and they are doing great job. I think Garmin are best watch on the market. However, there is still a lot of room to improve things, there is stuff to simple reuse from others: apps market, SDK, updates support, programming languages, dev community support, etc. and etc. I really hope they are on the right track and Connect IQ would evolve faster into a great tool.

- DigicWatch