Acknowledged
CIQQA-4150

Replies on reviews are easily flagged as prohibited.

Hello,

Since a few days I'm having a rough time replying to reviews. I easily get this message:
Your reply was not submitted because it includes prohibited language or contact information. Please remove prohibited content and resubmit. For more information, see Garmin’s Terms of Use.

I really don't understand what's wrong with this reply for example: "Hello, I appreciate you reaching out about the battery issue. That's concerning to hear! Could you let me know which watch model you are using? Please feel free to contact me through the 'App Support' button on the 'Info' page of the watchface, and I can help you further. Thank you! Best regards, Wim"

Can I get any advice on which words not to use or can we get more information in the alert (on what it's failing exactly?). Or can it be less strict again? 

Best regards

Wim

VAW.BE

  • "This hypothetical form already exists"

    it is obviously not clear, I get contact app support messages that are reviews and I get reviews that are meant to be contact app support messages.

    I think it could also help once you are in the flow of writing the actual text that there is a posisbility of correcting the flow, eg have a clear indication what you are doing. Eg have a bold text "you are writing an app review, if you need assistance with the app click here instead"

  • in reply to Brandon.ConnectIQ

    Awesome! Thanks for looking in to this, and thank you for keeping improving, appreciate that!

  • We've been making enhancements to the App Store to help with content moderation so we can avoid inappropriate content getting posted in reviews and review replies. In this particular case, the review reply is getting flagged because of the phrase, "Please feel free to contact me through the 'App Support' button on the 'Info' page of the watchface," which is being mis-identified as an "external contact."

    Normally, we'd want to prevent external contact requests to cut down on SPAM (e.g. "I have this great new system I want to sell that's completely unrelated to Connect IQ! You can contact me at the following address to learn more..."). We're going to do some tuning to avoid blocking responses like this, though, since it's perfectly reasonable and is a common way developers interact with their customers.

     Thanks for bringing this to our attention—apologies for the trouble!

  • This hypothetical form already exists, because the user has to choose between a few options (which are not very clear, and I think some options lead to the same result) but it still doesn't help. Even worse, users are stupid. Just a few days ago I got a message from a user that they don't find the app on the watch after installation. I replied (within an hour) with an email explaining where to look. After another hour the same user left a 1 star review with the same sentence that they previously sent to me.

    So forms don't help, quick reaction doesn't help, being kind doesn't help. Replies ... well we don't know, we can just assume, but for sure now, that even the more advanced users who actually look at the reviews (the top 3) will not see it. So I think it's fairly safe to say that from now on the reply is only for the developer ("write-only"), 'cause I don't think that the number of users who will click on "See all reviews" is a 2 digit number.

  • in reply to peterdedecker

    That's indeed a fair point. However, if someone leaves a negative review, I'd still like to post a reply on that. Sometimes people are mad because of weird things. It helps if I can just add some context for other users that see the negative review.