More news from MS support according the marketplace problems

I got another e-mail from MS Support and sent a reply:

Hi Mary,

thank you for your email!
The workaround I am suggesting users of my app (contact MS Support, ask for a refund and buy the app again) is better than making a hard-reset of the phone but it’s still far from a good solution of course.
Is MS still working on this store problem to REALLY solve it or will I (and many other supporters and developers for the MS platform) have to live with this so called „solution“?

For illustration of the problem, I got the following email today:

Dear Mr. Biribauer,
I am really getting angry. On 01/08/2013 I have purchased your product „Week View“.
For about 3 months, I cannot update or reinstall the app on my newly setup phone. I can only buy it again!
The support of MS says that you excluded updates or new installations for Week View when it was purchased as part of a promotion.
I cannot accept this – there was no hint about any limitations. I hereby demand from you a working version of your app.

So in fact MS Support Germany is telling users that it is my fault that users cannot install updates. As we know, this is complete nonsense.
Doing something like this is for sure not my intent and technically not even possible (excluding some users from an update) (btw. I am getting emails like this on a daily basis and also bad marketplace ratings because of the store problem)

So PLEASE contact MS-support from other countries (especially Germany) and tell them they should stop lying to users and tell them the REAL reason for the problem!

I know the „Users Voice“ page, especially this thread:

best regards,

This is the email I got from Mary:

Hi Hannes,

Thank you for the reply.  I am so glad to hear that you found a more convenient workaround for you and your customers!  I do understand the inconvenience and frustrations with the answer provided, and I also agree with you.  I was also sad to send the previous email.

With this, I would also like to make you aware of our UserVoice site.  If you and other developers want to share your experience about this, you are more than welcome to post to this site.

Please let me know if there is anything else I can do to assist. Hope you have a great rest of your week and please let me know if there are any other issues that I can help with at this time.

Best Regards,



2 Gedanken über “More news from MS support according the marketplace problems

  1. Mirco

    Hey Hannes,
    I read it right, there is still not „The solution“ of the problem?
    Best regards

    1. admin Beitrags Autor

      Unfortunately this is correct. 🙁
      The only solution is to contact MS support, ask for a refund (when you already purchased the app) and buy it again.
      As written – this problem has nothing to do with my app, it’s a problem of the store, which was not solved by MS in the last months (!).