Bad things happen. Despite all your user testing, sometimes an iPhone app release hits the wild with unexpected results. I recently heard about one application upgrade that passed Apple review, but that crashed when run on handsets that had a previously installed version of the app. Another app experienced data corruption when incoming phone calls interrupted file write operations.

So you're a developer, and this happens to you. What do you do?

Developer Emanuele Vulcano issued some recommendations in a recent iPhoneSDK e-mail group post:

• First, brace yourself for user rage. Customers aren't going to be happy even though you're going to treat this situation as proactively as possible.
• Update your application description immediately. Explain what is wrong with the update and why users shouldn't upgrade. Put the word IMPORTANT in capitals.
• Submit your bug fix and then contact the escalation/approval team email from the developer help pages. Explain what happened. If your situation is critical, they can speed up the review process. Just take into account any time they'll spend before looking at your e-mail.

This situation recently cropped up for TUAW reader and iPhone developer Mahmoud and his app BargainBin. "The 3.0 update made BargainBin the only app to monitor App Store price changes and provide push notifications to each user when the apps they care about went on sale. We were so preoccupied with making sure the push notifications and user watch list worked properly, that we overlooked a critical bug. How critical? Well, every time BargainBin was launched to any screen other than the 'Watch List,' the user was presented a screen that said 'no items' rather than the relevant price changes."

Absolutely devastated by this error, Mahmoud and his colleagues immediately worked on a bug fix. "We updated the code in about 15 minutes to fix this critical bug. But now it was back to the submission process." This was an update that affected critical application performance. So after submitting his BargainBin bug fix on August 6th in the afternoon, he sent an e-mail to the escalation team.

And he got results. Apple's iPhone Developer Program expedited the review, making a one-time exception to their normal process. By the evening of August 7th, the update went live in the App Store -- less than 30 hours later, rather than the 7-14 days for a normal upgrade review.

As Mahmoud writes, "Kudos to Apple. This [should make] a nice change from the 'how broken [is] the App Store approval process' articles." TUAW agrees. Way to go, Apple.

Want to read more about the story? Pop over to this write-up over at Mahmoud's company blog.

Dear Auntie TUAW,

I submitted a really simple game to Apple on July 17th, and I'm still waiting for them to review it.

A week after that submission, I submitted another new app (a lite version of another app of mine) that had the phrase "Buy the full version for $0.99" and it was rejected only 7 days later because I listed the price (different world currencies pay different amounts). Fair enough. Except that my app that I submitted on July 17th also has the phrase "$0.99" in it (this was submitted before Apple warned all developers to not list costs inside the app).

I e-mailed Apple saying "I know you'll reject my app because of this reason. What should I do?"

They replied saying "Since your application is under further review, I would recommend letting the special review process finish its path and then if you are rejected for the same reason as [2nd app], you will have to make the changes and then we will expedite your application through the new review process."

That was 7 days ago. I know that my app will be rejected. They also know it will be rejected. And yet, it's still "In Review." I know many other developers complain about the review process, and I've not even had to be waiting for as long as some other people, but this process is just a ridiculous one that we all need to jump through. The App Store has been out for over a year now... why haven't they figured this process out by now? Even if it needs to take this long to go through the review process, it'd be nice if they were at least a little more vocal about what is going on and give me a time frame of when it will be completed.

Love and Kissies,

Your Nephew Ryan



Dearest Ryan,

I'm so sorry to hear about your App Store review delays. It's just like waiting for my bifocals to be ready at the opticians. I can't see what kind of bad news is on the way to mess up my lawn but I know they're out there and that they'll be here soon. You young whippersnappers!

Fortunately, iTunes Connect offers a handy feature that puts you back in control of your situation. (Just as my Remington 870 tactical will help with mine.)

Update your app in Xcode, create a new distribution version, and then reject the binary that's currently in review. You'll then be able to upload a new version that doesn't mention any specific prices. (And hopefully doesn't try to upsell you to another product because in-app advertisements for free-to-pay upgrades make Auntie T have to stock up on the Preparation H, if you follow my meaning. It also gives you halitosis, stunts your growth, and decreases your happiness level by 1d5.)

Admittedly, rejecting your binary puts you at the back of the review line. At the same time, you know that if you've taken care of any outstanding auto-rejection issues, you'll likely have a 7-14 day approval from the time you reject and then replace the app. Second guessing the review squad and fixing problems proactively sidesteps any known issues and puts you back into control.

And don't forget to send the poor review team some virtual cookies. They love that!

Love,

Auntie TUAW