Today I got a reply from „Joe“ from MS support team.
The reply says that the phone store problem will not get solved and additionally support teams from MS do not communicate with each other.
Yes, this is what the support from the world’s biggest tech company looks like. 🙁
(Reply from Joe in Red, my answer in blue)
ok, seems I have to give up on this. 🙁
Thanks for the follow up I do apologize if I missed your questions. Please see my answer inline
– Will there be a fix for this store problem or is MS concentrating on Windows 10 and never fix it? I believe Mary had answered this question there is not a fix in place and the workaround was provided for these users.
Yes, mary told me that the fix/workaround is that users have to hard-reset their phone.
Since you are a developer too and are working in support I guess you understand that this is no solution of course so I was hoping for a REAL solution.
User do not know about this „solution“ and there is not way to communicate it to them. (most of them also will not hard-reset their phone, even if they know about this „solution“)
So things will stay as they are: I will get email from users that are complaining that they cannot install the update + will have to answer all these emails and ask them to contact MS support.
I will also get bad ratings for my app in the marketplace.
Of course it’s not only me since other apps/developers are concerned too.
I am in contact with developers and some of them are so annoyed that they will leave the MS plattform and concentrate on developing for android/ios.
– Did you contact support members from other countries and tell them to NOT blame developers for a store problem? We cannot contact everyone who has this issue and again I do apologize for this setback.
I did not ask you to contact everyone (every user) that has this issue.
I am asking you to contact support members from other countries!
MS support from germany still tells users that it’s the developers fault, when an app cannot be updated.
Is there no internal communication at MS support?
Support members from other countries keep blaming me (and other developers) for a problem of the MS store.
I develop apps myself so I can relate when you get a bad review or users contacting you for an issue that you have no control over it does raise the frustration level.
Again I understand you would like a solid resolution instead of a workaround.
I can tell you we had been engaged with our engineering team for a long period of time and what was stated previously there is not going to be fix other than having the user resetting their devices.
So that’s the best „solution“ the world’s largest sofware company can provide…
From a developers perspective: Most likely there is a database that stores a users purchases and there must be some flag that says if the user is using a trial version or if he got the full version.
Seems there was some „migration“ when connecting the 2 stores (phone, pc+tablet) and most likely the migration of the „trial“ flag went wrong.
Maybe it was set, when the user got the app for free…BUT not considering that the user may have got the app for free since it was part of a promotion.
So all apps that users purchased (the full version) as part of a promotion for $0 got the trial flag set…and now these users cannot update…must be something like this.
…and updating/fixing this „purchase database“ is something that support cannot do since it’s „dangerous“ and after all the problem simply is not important enough.
Would be interresting what happens, when facebook or whatsapp encounter a problem like this…