VoiceCentral iPhone developer frustrated with Apple

The mystery surrounding Apple's approval process on the App Store is legendary. What gets approved or rejected on any given day can be a source of bewilderment for developers and consumers alike. But the company still surprised everyone when it rejected Google's Voice app for the iPhone on Tuesday.

(Credit: Apple)

The story doesn't end there. Apple then proceeded to remove third-party apps from the App Store that it said duplicate features of the iPhone. One of those apps is called VoiceCentral, and the developer is understandably upset.

Riverturn's VoiceCentral has been available in the App Store for the past four months. The app integrates Google's GrandCentral and Google Voice with the iPhone.

Until this week, everything was going fine for the developer. He submitted the app and was approved by Apple. He released updates and they were approved by Apple. Then, all of a sudden and without warning, his app was pulled from the store.

What seems to be the most upsetting part of the whole situation is that the developer can't get any answers from Apple. In a telephone conversation with the Apple representative who was tasked to inform him the app was being removed, the most common answer from Apple seemed to be "I can't say."

In a blog post on Riverturn's Web site Tuesday, the developer paraphrased the call. At one point the developer asks the Apple rep if there's something he can change in the app so it can be resubmitted to the App Store. The response: "I can't say."

The developer then asks, "if we can't figure out the issue then how will we know whether to resubmit the app. And how will we know whether to invest in any other development efforts? Future apps could be impacted."

The response: "I can't help you with that."

As if that wasn't enough, The Unofficial Apple Weblog is reporting that the developer is now being flooded with refund requests from customers. The problem is Apple keeps its 30 percent commission, but the developer has to refund the entire amount to the customer.

[VernIverson]

The refund issue adds insult to injury. I just read this morning that Apple has $34 BILLION in cash reserves. Would i hurt Apple to help the hand that is feeding them?

[myles taylor]

I hope they get that worked out. If the App is pulled though, it's not pulled from people's phones. I have quite a few apps on my phone that aren't on the store anymore. Why are people demanding refunds?

[kaibelf]

I think apple should probably handle the refunds at least partially to avoid a PR issue.

By this kind of behavior, Apple is throwing itself under the bus. Consumers like the underdog, and they like cool stuff. They do not like big companies that act like tyrants. Apple: if you want to maintain good relations with your consumers, try treating them with respect and fairness (i.e., answer their questions!!! Don't steal their money!!!)

[Police_States_of_America]

any devs reading this wondering if they should code for iphone or android?

[myles taylor]

Even with all the headaches, I doubt anyone (or very few people) have made as much money developing for Android as people have for the iPhone.

[Police_States_of_America]

writing for android may be more of a future investment, but one only needs to look to the amount of android phones coming out this year alone to see why it is the better, safer payoff.

[MrPixel]

Neither. I abandoned handheld development back in the PalmOS/WinCE days, when both were changing the API like underwear. The opportunities for killer apps are few, the opportunities to invest hundreds of hours and have it instantly obsoleted in an arbitrary platform shift are many. Anyway, Apple can take this capricious approach of "do a whole bunch of work and, if the stars are right, maybe we'll deign to let you sell it" and stuff it sideways.

[johnqh]

You think Google would keep the app on the Android Market if the carrier says NO?

[Milind Rao]

It doesn't matter whether Google does not allow the app on the Market. You can install an app from any where without rooting your phone.

[myles taylor]

Sounds like a top thing. Steve Jobs or someone high up said: Pull this App" and they had to do it. It's very difficult when you don't have a reason and someone up high gives an order, and then you have to deal with the following sh**storm.

[cameigons]

I see your point, but noone is blaming the Apple representatives, of course they're just doing what they were told. Reps shouldn't lose any sleep over this, it's not they're fault at all. Specially in crucial events such as this(contacting Google), Apple is of course aware of the implications of their behavior and supposedly didn't instruct the reps to do anything different than the the usual.

[CDubber]

These latest developments by Apple simply reek of lameness. Don't be evil, Apple. Don't be the next Microsoft. Please.

[umbrae]

Apple has always been dishonest. Do a search there is a lot documented. So almost every gripe with Microsoft: Apple has done some similar. In the early days, they relied on their customer based not being savvy enough to realize it.

This App store stuff is the anti-competitive behavior they have been known for; they are just less obvious than MS.

For example: Mac vs PC = Lie. They are comparing OS X and Windows. A Mac today is no different than a Dell or a Gateway: its just a proprietary PC.

[Vegaman_Dan]

@CDubber:

I don't recally *any* company in the IT sector to pull this sort of stunt before, not even Microsoft. This really takes the iCake. :/

[deftdrummer]

Anybody reading this and wonder if Apple and Jobs have lost their minds? They have a good thing going with the iphone that much is true. Apple concedes frequently that apps on the iphone are what have propelled the company into the stratosphere. The company can be found citing its 50,000 app catalog as reason enough to buy an iphone.

Yet this is how Apple treats developers, who are essentially the lifeblood of the iphone? I guess Apple must think its crap don't stink, and that since it came out with a device of the iphone's caliber that they can treat customers and developers any way they please because they HAVE to recognize the iphone's dominance. I really hope a lawsuit comes of this one.

[ranch2k]

Rotten Apple?

[andyengle]

This makes me not want to buy an iPhone, nor does it make me want to waste my time writing code for the device as well. Why bother, when there's an undocumented App Store acceptance/rejection policy that Apple can change at any time. Frankly, I'd rather spend time writing software for something like the Pre, especially if they are moving to Verizon in 2010.

[DMAN3k]

Boycott Apple.

[catch23]

There is no 'mystery surrounding Apple's approval process'.
They have had a very clear 'because we said so at a whim' policy all along.
Apple has been upfront and direct about this, and anyone writing software/ buying an iPhone has had this spelled out clearly.
If you don't like it, choose a vendor that works the way you want to, not one that makes you work the way they want you to.
Pretty simple.

[jchanski21]

Let's say during an interview process, a company tells you upfront that, if hired, you will likely be a long-term employee. However, they say there there is a chance for immediate termination down the road for unsaid reasons.

So you take the job at the company, along with tens of thousands of other people who were told the same thing. And one day, the boss doesn't like your tie, and tells you to clear off your desk, but feel free to re-apply tomorrow. But he won't tell you that all you have to do is wear a green tie to get your job back.

You can say people are gambling by taking the job, that's fine. But you can't deny that the employer is a royal dbag.

[catch23]

@jchanski21
They said they were a 'royal dbag' up front, and no one but the iFans are saying otherwise.

That is why I choose other vendors. I prefer to have technology fit the way I work, not make myself fit to the way the technology works.
But to each their own.

[rorybaust]

Apple is crap, they make ***** phones , music players and computers and think that their products are like gifts from the Gods

This type of bull ***** and the cell phone tower crap of yesterday further prove it.

It will take time but anti trust , lawsuits and customer dissatisfaction will one day kill this arrogant company and I for one can not wait.

don't own nor will ever own a silly piece of fruit that pretends to be a silly piece of fruit

[cnetpre]

Simple. Dump all iphone developments and build and clone apps for the Android (G1) and/or webOS (Palm Pre) platforms. Considering how much developers have contributed and have made the iPhone app store popular, developers should be appreciated and be granted special treatment. For the most part, the Apps store is the only leverage the iPhone has against their competitors...Unfortunately, they have so many that they don't really care and need anymore apps from developers.

[ikramerica--2008]

It's very likely that Google has required Apple to remove all Apps that access Voice as a ***-for-tat for Apple not allowing Google Voice, under threat of lawsuit.

"I can't say" translates to "we are not legally allowed to tell you."

[pjhenry1216]

Its more likely that when Google submitted their app, it caused Apple to focus its attention on this app as well.

[Vegaman_Dan]

That would be fine- if it goes to court, then Apple has to open up their approval process to the courts and developers could finally get some answers.

Right now it's like playing Russian Roulette to see if your app is approved, and for how long. When Apple pulls the trigger, you lose.

[SurrPurr]

If Microsoft behaved this way, it would be hit with class action lawsuits and threatened with government actions. How can a company afford to develop applications for the iPhone gambling that Apple will approve it.

As far as users asking for refunds, did Apple do what Amazon did on the Kindle and remove the apps remotely? Perhaps, users are just upset that they will got no future updates.

[jlmilum]

No, Apple did not remove the apps remotely. That does not happen when they remove something from the App Store, it only prevents new people from buying it, anyone that has already purchased it can still use it.

[artandrson]

Re: SurrPurr

Totally agree. I Microsoft BLOCKED applications for "duplicating features of Windows" it would be headline news on all major networks.

[Vegaman_Dan]

While Apple didn't remove the apps remotely (they do have the ability to do so, but have yet to actually do so), the larger reason why this doesn't cause the same outcry is that it's Apple and Apple is Good.

Yeah, I know it's corny, but that's the way the popular view of the company is and it's evident on many fronts.

Heck, even this story got buried on CNET quickly and was only on the main page for a very short time before shuffling back to make room for... well, fluff stories.

[getwired]

I seriously think that Riverturn should invest in a lawyer, and start discussing antitrust options with them. Apple, as the owner of the entire platform, is pushing the boundaries of common sense into a point that borders on antitrust. They are blocking out applications arbitrarily, without any explanation - but in this case only when they threaten the services provided by the platform itself. If I were Apple, I'd be careful. I think they're about to get a legal headache here.

[nlakin]

Why are people asking for refunds? Doesn't the software still work as purchased? Just because it is no longer available, doesn't void any contract when purchased, does it? Or are people afraid Apple will disable the functionality of their purchased software in future updates?

[cvaldes1831]

At some point, the app will probably stop functioning due to changes in the iPhone OS or changes in the Google Voice service.

People who purchased this app (and others like GV Mobile) were counting on having the developers be committed and able to provide bug fixes, perhaps add new functionality, etc. From a customer perspective, why would you want to buy an app, if you aren't certain that Apple (or someone else like AT&T) won't yank the carpet from underneath you.

From the developers' standpoint, they were committed to offering a useful application and to maintaining that usefulness. In the long run, these sort of incidents damage the developer community spirit since the programmers are less certain that their hard work won't suddenly be yanked.

Worse, the Apple person was completely opaque about the details for the deletion, i.e., "we don't have to give you a reason why we're yanking your app," just saying that it "duplicated functionality" which is particularly mystifying to iPod touch owners who purchased these Google Voice applications.

In this particular situation, trust and goodwill were lost. Everyone loses.

This isn't the first time this has happened and I'm sadly confident that it won't be the last.

Really a shame.

[mujkocka]

the developer should sue apple. class action with other developers.

So Crapple pulls stunts like this and then gets pissed when we jailbreak our phones? I'm confused. At least when my next upgrade comes out there should be plenty of good Android options.

[sonicdivx]

Apple is really gettting crazy. WinMo and Android phones are getting very close to the perceived performance of the iPhone (sliding, moving, transition) and Pre is basically there. Every month the iPhone becomes a less compelling device.

Some really does need to get an excellent law team and take Apple to task. We also need to get Congress to change the definition of Monopoly. Apple is so much of a monopoly in many ways and the level of interoperability is so low.

Its days like this I really like my MSFT devices and OS.

[Get_a_life_Leo]

The point is that the iPhone is selling gangbusters and the 3GS is ahead of the game. The Pre is still only 8 GB and has many of its own issues. Android is in a continual state of flux. Apple has momentum and a compelling user experience. The recent data from the telcos underlines this. Could it change? Sure, but Apple is acting like any successful company and is being heavy-handed and arrogant.

Don't make excuses for them. The hardware/OS is great but the company (any company?) is not your pal.

[haighis]

This is yet again another reason that people need to open their eyes to what Apple is doing. There are numerous injustices that Apple is capable of and this is another example. They lock you into hardware with their MacOS,...and people call Microsoft evil? Give me a break, at least Microsoft let's you install their OS on your Intel hardware of your choosing.

[pilaa]

Thats because Microsoft NEVER made a PC to begin with. They always have and always worked with the original PC (IBM) and clone manufactures i.e.; HP, Compaq, etc.

[sting7k]

The developer should refer them to Apple for their refunds and see if they can come up with a reason why they take away an app that people paid money for and now they can't use. What's next, are they going to start coming to your house and taking old iPods everytime there is a new model?

My iPhone is great and all but now I am glad it's the only Apple product I will probably own.

[pjhenry1216]

This cemented my decision not to upgrade to the new iPhone when I'm eligible for an upgrade. If Verizon gets either the Pre or an Android phone next year, thats where I'm going.

[inachu1]

That is why I canceled my iphone and will jailbreak it and replaced my phone service with Ooma.