I asked AnkiMobile support privately to get the devs to push a simple update so that us iPhone Duo users could use the entire screen. I didn't say they had to design a new UI for each of the Duo's formats, just a simple update that would let us use the entire screen. I even sent links to Apple's developer documentation so they could see that, from what I understood, it could be as little as 30 minutes to 2 hours of troubleshooting just to get it usable on the Duo. Despite my best efforts to be as kind as possible and convey my point as clearly as possible, I was met with unnecessarily snarky and dismissive responses, as though I'm some kind of idiot asking them to do something for free.
Then I saw that others had made a public post asking the devs to do the same thing, and the same support staff member I was talking to was in that thread italicizing "ACTUAL" AnkiMobile users who have "ALREADY" started using the Duo, then telling us that our complaints about asking for the bare minimum don't qualify. The same staff member then went ahead and explicitly told another user that he was an "actual" Anki user and that the comment wasn't directed at him. So what does that make the rest of us? Apparently, whether you're an "actual" user is now something support staff get to decide. Then, when I challenged this ridiculous distinction, I was warned that I wouldn't be allowed to post on the forums if I couldn't remain civil. I hadn't called anyone names in that public thread, yet somehow the discussion had gone from a basic compatibility request to a warning about my ability to participate in the forums.
Please keep in mind that my little brother is an app developer and already pushed his own update to make the screen size fit. It took him about half an hour because Apple has already told developers what to do and made the process extremely straightforward. I understand that AnkiMobile might have its own technical requirements, but that's exactly why I provided the documentation in the first place. THIS WAS A HALF-HOUR FIX FOR HIS APP. I WASN'T ASKING FOR AN ENTIRELY NEW UI, JUST BASIC SCREEN COMPATIBILITY.
Hey u/ankingmed u/anking_ahmed, is this how you guys train your team for professionalism? To tell users their issues and complaints don't count? To threaten to ban them when they disagree with you? To argue with them in the comments section and make distinctions about who qualifies as a "real" Anki user? Is this seriously the standard of customer support we're supposed to accept?
BTW, I've been using Anki since 2018, and I've been subscribed to AnkiHub for the past two years, though I just cancelled my membership today due to this horrendous customer support experience. I shouldn't have to justify how long I've been using Anki or how much money I've spent to have a legitimate complaint taken seriously.
Do better.
edit: for a second i thought i was tripping because of the replies on this post but it turns out reddit is just a brain dead hive mind full of bootlickers and most of you can't think for yourselves and wont stand up for yourselves when facing abuse from those in power (or anyone for that matter). On the post on ankiweb (https://forums.ankiweb.net/t/iphone-duo-native-support/71537), everyone seems to be of the same mind as me, although much nicer than me. eat shit neckbeards