Why is Microsoft customer support replying to user reviews for my app?

kine 6

While checking users reviews for my app in Microsoft Store I noticed by accident a reply who was not written by me. The reply was written in Dutch which I cannot even speak so I am 100% sure I have not written it. Nobody except me can access my developer account. Here is the exact reply someone else has written: Hallo [user name], we stellen uw feedback op prijs. De geweldige manier om de app / game te verbeteren is om contact op te nemen met de ontwikkelaar die uw feedback kan gebruiken voor verbetering. Bedankt. So there is nothing bad in the reply. The user's review comment is normal also, some constructive feedback only. But the problem is that from my understanding I should be the only person who can reply to user reviews for my app. Right? I already contacted the so called "Microsoft Developer Support" by email. They do not have a proper explanation for this. They claim I have written it. Yeah right, maybe I just can't remember that I can actually speak Dutch? And I would reply to user as a developer that "you should contact the developer"? It seems obvious that someone from Microsoft Customer support has exceeded his/her rights and accessed my developer account. So why this has happened and who is responsible for this? You should find that person and tell him/her stop doing that.

Roy Li - MSFT 33,461 Reputation points Microsoft Vendor

2021-02-24T08:31:35.987+00:00

Thank you for reporting this. I have to say that the forum support here could not help you with this because only the store team could check the review in the back end. You might still have to contact the store team with the support ticket about this.
kine 6 Reputation points

2021-02-24T11:23:24.22+00:00

Unfortunately contacting your store team is totally waste of time, I believe most UWP developers who have ever contacted store team already know that. I can say this after almost 10 years experience from your store team. During this time I remember one case where the support person was actually able to solve an issue I reported. In this latest case the store team claims that I can speak Dutch so it is quite difficult to continue solving the issue after that because I am quite sure that I know better if I can speak Dutch or not.
Roy Li - MSFT 33,461 Reputation points Microsoft Vendor

2021-02-25T02:07:55.107+00:00

I understand your feelings, but I have to say that the forum support could offer limited help about this. My suggestion is that you might need to change the password of your account and try some other ways to protect your account. If you don't want to talk to the store team, you could submit feedback in the Feedback Hub app. You could find the Feedback Hub app in the Start Menu.
kine 6 Reputation points

2021-02-25T07:35:36.603+00:00

The feedback hub is useless toy targeted to end users. Changing my password is not needed, I have already had 2FA enabled for years. And please use common sense, nobody would hack an account to reply to an user review.
Roy Li - MSFT 33,461 Reputation points Microsoft Vendor

2021-02-25T08:26:52.983+00:00

It's still uncertain how it happens so I still recommend you contact the store team for your scenario via the support ticket

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Why is Microsoft customer support replying to user reviews for my app?

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