Oops, I’ve neglected this blog again, but the short version is I have been working on a lot of things, and I’ll blog about those in the future, but this entry is about how frustrated I’ve been with an app I used to love, and my unsuccessful attempts at reaching the people behind it.
To preface this, I’ve used Moldiv many times, and it is my go to app for collages. I liked it so much I bought their Premium Frames Pack. It turned out that I didn’t care as much for them, but that was okay, because I like supporting apps and the developers behind them. But Moldiv still constantly bugged me about getting their Full Upgrade Pack. Since I liked their magazine frames so much, and the prompted pop up promised me 100+ new magazine frames, I thought “why not?” I paid and nothing new appeared, but I was no longer being bugged about getting that upgrade pack, so while I felt a bit cheated, I didn’t come out of this totally empty handed.
I’m sort of a push over. If I get less than stellar service, I usually don’t complain. I understand things happen, and there’s no point making a ruckus over it. Which is why even though I paid more money for the Full Upgrade Pack, and essentially got nothing for it, I still had access to their standard magazine frames, and I used those often (my instagram has a lot of them).
This less than perfect situation changed when Moldiv had an update. I didn’t immediately download the update, so I didn’t realize the issue until the update was forced on me. When I next opened Moldiv, which admittedly had a very nice interface, I was prompted to buy more of their premium packs. I looked through the store, and there was no indication I ever bought any. Not only that, the packs I had bought were being offered to me again. When I tried to use a premium collage frame, I was prompted to buy the pack. When I tried to use what was previously free magazine frames, I was prompted to buy them.
At this point, as I’ve already spent money on premium packs, I was pretty annoyed. When I first bought the Full Upgrade Pack, and got nothing, I left a 1 star review (it was originally 5 stars) and explained my situation. That was how you usually got developers to answer you, because they usually keep watch for those negative reviews. My 1 star did not get their attention. For over half a year I heard nothing back, but like I said before, it wasn’t a huge deal back then.
With the new update, it was worse. So I edited my review to include the new issue I was facing. Again, no word back. After waiting some time, I used their “Report a Problem” feature on their app, and wrote an email to them, again explaining what happened.
Again, no word back.
After waiting a bit, I left a comment on their most recent instagram post, explaining the same issue and also standing my disappointment that I’ve heard nothing back still.
At this point I don’t know if I’ll ever hear back from them. The truth is, overall I paid less than $8 for the packs. The money isn’t the issue. My problem is how their update removed what I paid for, and also their lack of response to any of my attempts at contacting them.
When developers go silent they’re saying they don’t care about feedback or about user experience. Seeing how they ignore 1 star reviews certainly makes it seem like they don’t care. Other developers of apps I’ve given 1 to 2 star reviews because of a feature that didn’t work for me have replied back, either with a fix or stating that’s how it was going to be. Even if I didn’t like their reply, at least they replied. Moldiv has spent a great amount of time and energy on their new app and features, and that’s great. But if they’re going to spend so much effort providing a service, especially a paid service, they should have a better feedback response.
I understand when updates go into effect, unexpected things can happen. That’s why it’s important to get user feedback and iron out any issues as they appear. But this whole experience has left me feeling a bit betrayed, and I can no longer recommend Moldiv to anyone. At this point, I can only assume that at best that they’re understaffed and unable to address issues, or at worst they simply don’t care.
Update: no contact from them after all this time, and I don’t feel any desire to spend money on their app again.