Submitting feedback & support requests
(8.12.2010)
We like feedback, even negative feedback. It helps us find and fix bugs, and improve your experience with Ivory. So when you take the time to hit that “Contact” button at the top of the page, please give us feedback we can use. Simply telling us that the game is a piece of junk and doesn’t work is in no way helpful. We can’t test Ivory on every single version of every operating system on every device. We’re two people doing this in our spare time, and we certainly can’t afford a suite of testing devices. We rely on you to give us information that will help us pinpoint the issue. Ivory doesn’t launch for you? Tell us which operating system you’re running, or what device you’re running it on. Have problems in the game? Let us know what they are specifically.
Accusing us of knowingly putting out something that doesn’t work is just unreasonable, and when you give us nothing else to go on but “this app is stupid and sux and doesn’t work”, your email gets deleted. We don’t have the time to coax the information out of you. We’re good people, and we’ve worked hard on this, and we want everyone to enjoy it. There is a free version of Ivory for the iPhone for a reason: if you don’t like it, don’t buy it. The free version is fully functional and is only restricted in the number of layouts and the tile sets included. There is currently a review in the app store that lists several complaints that just aren’t even true. There IS a zoom feature, we’ve implemented pinching to zoom (similar to thousands of other apps). If you don’t like the tilt feature, turn it off. We get that not everyone will enjoy that.
The reviews in the app store are both a blessing and a curse. Often if someone can’t figure out how to play your game, they get frustrated and give it a low rating. Generally when people are happy with a game, they don’t review it at all. It tends to be when someone is frustrated or the game isn’t functioning properly that people feel the need to write reviews. I wish that they would contact us first with their problems so that we can figure out how to help them. We’ve thoroughly tested our app on as many devices as we can, and we want it to work for everyone, but we need your help. Getting beat up on in app store reviews certainly doesn’t inspire us to keep going. It costs us $100 a year just to have it in the app store.
So, to reiterate, love the feedback (good and bad), but do us all a favour and keep it constructive. And to everyone who sends us lovely e-mails just to tell us they enjoy the game, thank you. They really do make our day. And to the people who send us donations—amazing. It restores my faith in humanity. People really will pay for things that they like, whether asked to or not. Gives me the warm and fuzzies every time I receive a donation notification.
And if you have Ivory for iPhone/iPod Touch and are enjoying it, please, by all means go leave a review!
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“I play this one all the time. By far, the best MJ app. The 3D tiles and the ability to rotate the tiles make this an addictive time waster.”