The App Refund Issue

Apple's 10 gazillionth download occurred recently. That's a lot of apps. With this many there are bound to be some that sneak through Apple's screening process and don't do what's promised.

Case in point. I wanted to watch showcase.ca on my ipad. They only offer videos through Flash. I noticed Skyfire was available. It's $5. I did my research. In the release notes they say they recently added ctv.ca. In the reviews some people said it was great, others said it didn't work. Worried, I stumbled across a web page on their site allowing you to test a site for compatibility.

"showcase.ca" the domain wasn't working but the Skyfire page stated you should provide a 'deep dive' link to find out if something works. I copied a link for one video and tried it on the test page; it worked.

Satisfied I had done my homework, I bought the app. A week later, I still have not viewed a Flash-based video through it, despite many nights of trying. ctv.ca didn't work. videos from showcase.ca would look like they were working but all that showed was a 1-2 blank clip. After reading forms for help I decided I didn't want this app. It didn't work as advertized. Worse I came across a blog entry from a higher-up in Skyfire explaining that many links in Canada won't work because their servers are based in the U.S. Given how geo-restrictions are nothing new, why even sell this app in Canada in the first place?

So how to get a refund?

If you go to Apple's site, there is no mention of how to do this. Nor in the App store. If you go to Skyfire's site, there is no email link, no mention of getting a refund, although there is a suggestions-for-2.0 list that you can use to send a private message, which I have done. If you search Apple app store refund you will get a link to a cnet article for meekly requesting a refund through a 'report a problem' request.

I tried this and received an automated message saying take it up with Skyfire. After poking through Skyfire's comments pages, I found a way to send a private message to Skyfire. They replied a few days later, asking me what email I used to purchase the app. I assume I got a refund but kept forgetting to check my statement. I deleted the app anyway.

Whether or not I have received my refund is not the discussion here. If I get it I will update this post.

The point here, is that an online store that just fulfilled its 10 gazillionth appstore purchase should, like any other store, have a transparent refund policy that respects the laws of each country. That Apple does not have a clearly stated policy is bad business. I love FutureShop and BestBuy because of their clearly-stated and generous refund/return policies.

The result, right now, is that I will be more wary of buying apps in the future.