Response to Google Play comments: Rachel Tingle-Green

Dear Rachel,

We’re having great difficulties communicating with you; while we’ve resolved your technical issue and also responded to every one of your emails within hours, you say you still haven’t received any feedback from us.

Up to now, your Google PlayStore comment has become our only feasible channel of communication; however Google Play only allows for 350 characters when we respond there so we really cannot explain things for you.

So, we’re now writing this post to explain the issue in full details to you; showing you all our previous email exchanges. There might be a problem with your email service provider; maybe they’re not functioning, or maybe they’re just blocking emails from our company. So we’ve previously asked you to provide us another email address for communication, but you then just provided sama email address so we’re still unable to reach you.

We hope you wouldn’t mind we put our email exchanges online; don’t worry though, we have all personal and sensitive details hidden already.

We want to emphasize that your technical problem was fully resolved days ago. All you need is to re-perform license activation now and it’ll work perfectly well again.

Below is a full timeline of the events:

Fri, 5 Dec 2014 17:34:23 – you emailed us about a license issue

Sat, 6 Dec 2014 02:52:48 – we replied your email, telling you we’ve resolved that issue for you

Sat, 7 Dec 2014 03:50:15 – you emailed us again

Sun, 7 Dec 2014 14:00:24 – we replied again, telling you the issue was resolved and you just needed to retry activation

Tue, 9 Dec 2014 13:06:07 – we saw your negative Google PlayStore comment, complaining that we didn’t reply your email; so we responded to both your Google Play comment and email telling you we’ve already helped you resolved the issue.

Tue, 9 Dec 2014 16:41:36 – you kept saying, in your Google PlayStore comment, that you didn’t get our emails; we responded to both your Google Play comment and email again. We also asked you to provide us another email address so we’d try to send to the other email address.

Tue, 9 Dec 2014 23:24:39 – you emailed us again, telling us to send email to sama email address that we had been sending to.

Wed, 10 Dec 2014 03:39:49 – we tried once again, but apparently you’re still complaining in your Google PlayStore comment that you haven’t got our emails.

Below are our full email exchanges:

From: Pitt Aimar
To: xxxxxx@xxxxxxxxx.xxx
Subject: RE: Responding to Google Play Message
Date: Wed, 10 Dec 2014 03:39:49 +0000

Hi there,

We’ve actually sent you a lot of email messages already; we really don’t understand this; maybe your email system is down or something that you couldn’t receive them?

We’ve attached some of our previous email replies below.

Again, we’ve already reset your license, you just have to retry activation; it’ll work now.

We’d appreciate it very much if you’d kindly revise your Google PlayStore comment; the truth is, we have responded to each of your previous email in a very very timely manner.

Regards,
Pitt

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Date: Tue, 9 Dec 2014 18:24:39 -0500
Subject: Responding to Google Play Message
From: xxxxxx@xxxxxxxxx.xxx
To: support@mobilehiddencamera.com

Hi,

I didn’t receive an email response. The only notification I received was an email from Google play saying that you responded to my comment.

You can send Your response to the following email address as well :

xxxxxx@xxxxxxxxx.xxx

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From: Pitt Aimar
To: xxxxxx@xxxxxxxxx.xxx
Subject: RE: NEED HELP ASAP!! UNABLE TO INSTALL PREMIUM – Re: License key for Mobile Hidden Camera PREMIUM
Date: Tue, 9 Dec 2014 16:41:36 +0000

Resending!

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From: Pitt Aimar
To: xxxxxx@xxxxxxxxx.xxx
Subject: RE: NEED HELP ASAP!! UNABLE TO INSTALL PREMIUM – Re: License key for Mobile Hidden Camera PREMIUM
Date: Tue, 9 Dec 2014 13:06:07 +0000

Hi there,

We see your Google Play comments; but we really don’t understand; we’ve replied each of your previous emails within hours.

And as you said you couldn’t upgrade to PREMIUM edition, we’ve already reset your license and you just have to install our latest version (install from our website http://www.mobilehiddencamera.com/downloads) and retry activation. It’ll work now.

Now we don’t understand whether you haven’t received our email responses or there’s any problem when you tried activating again?

Regards,
Pitt

———————————————————————

From: Pitt Aimar
To: xxxxxx@xxxxxxxxx.xxx
Subject: RE: NEED HELP ASAP!! UNABLE TO INSTALL PREMIUM – Re: License key for Mobile Hidden Camera PREMIUM
Date: Sun, 7 Dec 2014 14:00:24 +0000

Hi there,

Don’t worry; we’ve helped you reset your license; please just try activation again and it’ll work perfectly now.

Hope you’ll enjoy our app!

BTW, we’ve just re-published MHC onto Google Play; but we’ve lost over 20,000 of 5-star ratings and great comments due to the app’s removal by Google. So please, please go over to Google Play to give us a 5-star rating & plus+1’s and some good words!

We really need your kind words to help MHC so we can re-gain user support from scratch, to support our continuous development! (as you know we’ve been constantly improving MHC since 2010!)

You can go to Google Play Store and search for “mobile hidden camera”, but note that now MHC could be listed down to 50~60 places because we’ve lost all the ratings! (it used to be #1 before)

Regards,
Pitt

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From: xxxxxx@xxxxxxxxx.xxx
Date: Sat, 6 Dec 2014 22:50:15 -0500
Subject: NEED HELP ASAP!! UNABLE TO INSTALL PREMIUM – Re: License key for Mobile Hidden Camera PREMIUM
To: support@mobilehiddencamera.com

SEE DETAILS BELOW:

On Thu, May 10, 2012 at 7:08 PM, mobilehiddencamera.com Support wrote:

2012-05-10 23:08:28 UTC
Dear Customer,
Thank you for purchasing software license for Mobile Hidden Camera PREMIUM. This email contains important information regarding your order, please save it for future reference.
To enjoy all the features Mobile Hidden Camera PREMIUM provides, you will have to activate the software on your device. Please note that the license is on a per-device basis. With one software license, you are eligible to activate Mobile Hidden Camera PREMIUM on one device.
If you have not installed Mobile Hidden Camera LITE yet, please install it from our website http://www.mobilehiddencamera.com first. (or use this direct download link: http://www.mobilehiddencamera.com/download/mhc/current )
To upgrade Mobile Hidden Camera LITE to Mobile Hidden Camera PREMIUM, simply open Mobile Hidden Camera LITE on your device, go to Settings, Upgrade Now, Activate with license key. Then enter the following information:
Registered Email: xxxxxx@xxxxxxxxx.xxx
License Key: xxxxxxxxxx
Click the Activate button and Mobile Hidden Camera PREMIUM will be activated on-the-fly.
After activation finishes, restart the application to enjoy all the new features of Mobile Hidden Camera PREMIUM.
If you come across any issues during activation, please make sure you have typed in the correct email address and license key.
If for some reason you have re-installed Mobile Hidden Camera PREMIUM or even your whole system, you can simply go through the activation process again.
If you have previously installed MHC from Android Market and you don’t find the license key activation option in the app, simply install the latest version of MHC directly from our website and you’ll find that option.
If you need help, please don’t hesitate to contact us at support@mobilehiddencamera.com.
Thank you,
Sokongan mobilehiddencamera.com

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From: Pitt Aimar
To: xxxxxx@xxxxxxxxx.xxx
Subject: RE: URGENT URGENT – RE: UNABLE TO UPGRADE
Date: Sat, 6 Dec 2014 02:52:48 +0000

Hi there,

Don’t worry; we’ve helped you reset your license; please just try activation again and it’ll work perfectly now.

Hope you’ll enjoy our app!

We really need your kind words to help MHC so we can re-gain user support from scratch, to support our continuous development! (as you know we’ve been constantly improving MHC since 2010!)

You can go to Google Play Store and search for “mobile hidden camera”, but note that now MHC could be listed down to 50~60 places because we’ve lost all the ratings! (it used to be #1 before)

Regards,
Pitt

———————————————————————

Date: Fri, 5 Dec 2014 12:34:23 -0500
Subject: URGENT URGENT – RE: UNABLE TO UPGRADE
From: xxxxxx@xxxxxxxxx.xxx
To: support@mobilehiddencamera.com

I’m trying to upgrade MHC on my phone, Galaxy Note 4 and every time I put in the information, I get a message saying it is being invalidated and the application stops.

What’s going on? Here is the premium upgrade info:
xxxxxx@xxxxxxxxx.xxx
xxxxxxxxxx