I managed to somewhat alleviate this for a recent app by having a feedback form in-app, allowing them to vent without going through the hassle of shutting down, launching iTunes or whatever and submitting a review. Some of it is still quite shocking though - especially compared to feedback we get from the web version.
The app is basically a restaurant finder for a city. We have listings for ~600 restaurants, regularly updated, self-written reviews for around 50 of the most popular/well known and 600ish reader reviews. It also has offers that can be saved offline like vouchercloud & they have purposely signed up to be good offers (30% off meal, free dessert, 2 for 1 etc). All in all, aside from some speed issues which infuriate me (but users don't seem to have noticed) I'd say
it's pretty good (I use it myself).
Now with that in mind, some of the feedback we've received has taken me back somewhat. One user noticed a restaurant that had closed down a couple of months earlier (it happens - we try to keep the list up to date but the odd few slip through). He made it clear that he would never use anything by us EVER again and would encourage his friends and family to shun us too. Another complained their city wasn't covered (intentionally on our part - it's a very specific app and very clear in the description). They demanded we get in touch immediately with how we'd rectify the situation before he "took the matter further". Several more of the same variety. I forgot them all though the moment our first "Awesome!" comment came through.
Er, sorry for the essay. My point is basically: yes - I am shocked!
edit: The app is free btw, not sure if that makes a difference re comments on it!
I think everyone is shocked when they first encounter the consumer market face to face. I know I was, and I know colleagues were too.
You come to accept it, though, and not take it personally. Nor try to rationalise most of it. It's really difficult at first, I remember.
Pick the things you wish to defend, and especially those you wish to attack, very carefully. The vast majority of petty threats come to nothing, so don't fan the flames. If someone is persistent, then they likely have a real issue or they are psychotic.
There's a lot to be learned, personally, from these experiences, and it will give you a new respect for hardcore sales people.
In his latest comedy show, Jerry Seinfeld has a segment on consumer entitlement. Specifically, he talks about how when someone goes into a Starbucks and buys a venti latte and walks down the street - the sense of superiority you can sense from someone merely holding out this branded styrofoam cup. And, how when these coffee holders are crossing the street at a red light, how they may pause just the briefest moment and pass judgement on you, sitting in your car. I feel App Store buyers (even if it is a free app) share the same sense of consumer entitlement - to pass judgment on your app. Remember, the major difference between someone technical and non-technical is that the non-technical person does not care or does not appreciate or does not know how hard it is to actually create an app (recent App Store policy changes notwithstanding). Among certain groups of iPhone users, they only care if app helps in making them look cool or entertains them from daily monotones.
The app is basically a restaurant finder for a city. We have listings for ~600 restaurants, regularly updated, self-written reviews for around 50 of the most popular/well known and 600ish reader reviews. It also has offers that can be saved offline like vouchercloud & they have purposely signed up to be good offers (30% off meal, free dessert, 2 for 1 etc). All in all, aside from some speed issues which infuriate me (but users don't seem to have noticed) I'd say it's pretty good (I use it myself).
Now with that in mind, some of the feedback we've received has taken me back somewhat. One user noticed a restaurant that had closed down a couple of months earlier (it happens - we try to keep the list up to date but the odd few slip through). He made it clear that he would never use anything by us EVER again and would encourage his friends and family to shun us too. Another complained their city wasn't covered (intentionally on our part - it's a very specific app and very clear in the description). They demanded we get in touch immediately with how we'd rectify the situation before he "took the matter further". Several more of the same variety. I forgot them all though the moment our first "Awesome!" comment came through.
Er, sorry for the essay. My point is basically: yes - I am shocked!
edit: The app is free btw, not sure if that makes a difference re comments on it!