Iowa app chaos a symptom of app developer’s lack of support for users
The chaos caused by an app used for a presidential nomination vote was an electoral first but it highlights a problem that’s an all too familiar story.
OPINION
The US election season has gotten off to a rocky start as an app that was allegedly rushed through development without being tested properly delayed the results of the Iowa Caucus.
The app was supposed to be used to report the results of each individual voting location to the state Democrats but a “coding issue” within the app is being blamed for the delay.
According to the New York Times it was put together in just two months and wasn’t tested on a statewide scale, where it was intended to be used.
For some the app flat out didn’t work, while others had connectivity problems or couldn’t figure out how to work it.
The technical issues with the app were only compounded by those using it being unable to get any quick support after getting on the phone to the developer.
The developer is a company called Shadow Inc, which was launched by ACRONYM, a non-profit corporation founded in 2017 by Tara McGowan, a political strategist who runs companies aimed at promoting Democratic candidates and priorities, according to an AP report.
McGowan, 34, is married to Michael Halle, a senior strategist for Democrat candidate Pete Buttigieg’s presidential campaign, which records show has also paid Shadow Inc. $US42,500 for software, AP reported.
Joe Biden’s campaign has also reportedly paid money to the firm according to filings with the US Federal Election Commission.
Twitter had plenty to say about the debacle.
I'm not the only one sharing this screen shot, but it seems important for this to get around to as many people as possible.
— Kevin Gosztola (@kgosztola) February 4, 2020
This is the "About" page for Shadow Inc, which was contracted to make the app for #IowaCaucuses. No staff named. This outfit is inexcusably secretive. pic.twitter.com/kUZorA9Pi5
Buttigieg uses same vendor, Shadow Inc., that Iowa Dem Party paid to develop their app for caucus results.
— HARLAN Z. HILL (@Harlan) February 4, 2020
Owner of Shadow is married to Buttigieg’s digital director.
Interesting. pic.twitter.com/jCFYZrHYFX
Three different sources say a firm called "Shadow" developed the Iowa Dem caucus app. They haven't responded to comment, neither has Iowa Dem Party. The firm was paid by both Nevada & Iowa Democratic Party, disclosures show. Also by Mayor Pete's campaign.
— Lee Fang (@lhfang) February 4, 2020
Wait... let me get this straight... after everything this country has gone through surrounding questions of election integrity and transparency... someone at the Iowa Democratic Party thought it was a good idea to hire a two-month old technology app called SHADOW INC?
— Ayman Mohyeldin (@AymanM) February 4, 2020
The caucus app blamed for the Iowa vote count chaos was created by tech firm Shadow, Inc.
— Michael Coudrey (@MichaelCoudrey) February 4, 2020
Shadow's CEO Gerard Niemira, product manager Ahna Rao, CTO Krista Davis, and COO James Hickey all worked on the Hillary for America campaign. pic.twitter.com/hA0JPYX5Ig
It’s pretty weird that Pete’s Iowa Comms Director still has not deleted this tweet which contains: 1) a login PIN for the Shadow voting app 2) 3.2 delegates for Pete rounded up to 4, contrary to the instructions on the form https://t.co/dDl5fbX0B1
— RAT MODE (@Vint13) February 4, 2020
While the problem is a new one for elections, it’s one anyone who’s had trouble with an app will be all too familiar with.
The lack of support is particularly troublesome on service based apps, the collection of “innovative” and “disruptive” platforms largely designed by Silicon Valley to help us do things like drive around, find a date, or bring us food.
There are also safety implications, particularly on dating apps like Tinder and Bumble.
Some have added SOS style emergency support options to get help if your Tinder date starts behaving like a creep or your Uber driver takes a weird route.
The app and start-up world’s focus on “scalability” (being able to rapidly expand from a small team of developers to the next billion dollar “unicorn”) means trying to run a business as efficiently as possible, including customer support.
In the same way you get annoyed whenever you have to call your bank or telco and are redirected to call centres overseas, the complaint you file with an app in many cases isn’t handled by the company itself, but a third-party contractor.
It gets worse when it comes to apps because many of them don’t even give you the option to talk to someone.
Instead, catch-all solutions are often offered through a support page in the app to help you solve your own problem.
Others don’t have support staff but support “forums” where you have to rely on other users to help.
Failing that you can send off a complaint and wait days or even weeks for a response.
Filing a complaint with Tinder if you made an accidental purchase of its paid tiers will involve clicking through several pages of its website before you can actually submit your complaint.
If you’re on an iPhone they’ll then send you back to Apple and say they’re in charge of administering you a refund.
If they’re able to do anything you fill out a lengthy form and wait with bated breath.
A complaint on Uber will involve a similar process of clicking through pages and filling out forms.
There are no phone numbers you can call or offices you can visit to make a complaint to a real person.
In many cases, it seems the best way to get a response is by leaving a bad review on the app’s listing on the Google Play or Apple App store, where others can publicly see the lack of action.
“Hi! Sorry to hear about the trouble you have regarding your desired payment method and the experience you had with our support team. We want to take a closer look into this for you,” reads one response from Uber to a customer who complained about their credit card not working.
An identical response was given to another user who complained about the poor customer service.
“Are there any humans working behind the scenes at Uber?” The complainant asked. “When trying to get support for the app, there is no way of speaking to a person or a support team and the FAQs do not always have the answer.”
Of course, it’s not just Uber.
“Now I’m dealing with customer service … another 30 minutes of my life wasted … and no food to show for it,” a dissatisfied Deliveroo customer said. “It would have been easier for me to just pick this up myself.”
Another annoyed Deliveroo customer said: “They have one of the worst customer support ever. They will reply, and give you some reasons, only that you’ll realise they are all lies. They usually will blame the restaurant.”
“I’ve reached out multiple times to Bumble, and I’ve never received a response,” said a reviewer of the dating app Bumble, which bills itself as putting the safety of its users first.
“I’ve even sent them screenshots (since I can’t send screen recordings) that prove their Block feature does not work,” the user said.
“I reached out to customer service and have heard nothing back from them over a week’s time,” echoed another. “Not even to say they are looking into the event.”
“Please contact our Support Team directly via Facebook (@bumbleapp) or Twitter (@bumblesupport) so we can get you up and buzzing — we’re here for you!” Read the response from the developer.
“I have reached out to customer service through the app and never received a response? So you want me to reach out to customer service again?” the reviewer said.
This is by no means an exhaustive list but it points to the key problem with the support offered to customers when they have a problem on an app, even one used for something as important as administering an election.
Have you got an app support horror story? Let us know in the comments below.
