I think Marco has a good point -- that you basically can't expect to please everyone and you'll kill your product if you're optimizing for edge cases (especiall

I think Marco has a good point -- that you basically can't expect to please everyone and you'll kill your product if you're optimizing for edge cases (especially from irrational users and especially with a 1-man shop). However, I also think it's important to be gracious to every one of your customers. If someone paid for something and they're not happy, and if your costs are virtually zero for that customer (and with iOS apps it almost inevitably is), then you should always apologize and offer them a refund. Even if you don't want them as a customer, you can be gracious and they're probably less likely to bash you publicly. That $0.99 is a small price to pay to avoid a negative review. Mitch Hashimoto wrote a good post that serves as a basic guide for customer support: http://mitchellh.com/apple-the-key-to-my-success http://mitchellh.com/apple-the-key-to-my-success