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I’m frustrated and feeling a little ripped off

Barbie Princess Charm School will not install Please help!

Hi There,

I purchased the Barbie Princess Charm School app for my daughter and it just stalls when installing. The progress bar won't go to half way and we haven't been able to use it at all. Can you please advise on how I can get this resolved or refund my $4.99?

Thank you,

Lee Ann
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  • Good Morning,

    Thank you for contacting us regarding your issue. If you would please supply the following information, we will attempt to recreate and resolve the problem.

    What device are you using
    What operating system

    Thank you we look forward to assisting you.
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  • I’m happy
    Lee Ann
    delete the app from your home computer and the device...
    the poeple at random house were wonderful to work with
    the original problems are all fixed now and I have a 4 year old grand daughter who is very happy and plays this app all the time, she loves it!
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  • I just paid the $4.99 and it freezes at the intro page! please help or refund!!
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  • Hi
    I had problems when this first came out, after working with wonderful people at Random House, they worked with me ( and a very unhappy grand child) via phone, even after the updates there were still problems but they again worked on them, the final cure was to totally delete the download and re-load it, there have been no problems since.
    If you have issues work with them through their web site and they will assist you...again they were wonderful, even sending my grand daughter a lovely note to say sorry and thanking her for her input on the flaws we saw and issues till it was fixed. Don't get frustrated, let them hlep the app is well worth the money you spent and has given my grand daughter many hours of fun. NOT a typical reponse from any app I have and I have 7 pages (mostly for the 4 year old).
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  • Hi Timlucychangfamily,

    I'm so sorry to hear that you are having trouble with our Barbie Princess Charm School app. I know how frustrating it must be to have our app not work and I hope that I can help resolve the problem for you.

    As Linda mentioned, the first thing I would try is deleting the app completely from the device, restarting your device, and then reinstalling the app. (If you download the app again from the App Store you will not be charged twice. Apple recognizes you've already purchased the app and will simply reinstall.)

    If that does not work, I would really appreciate it if I can get some more details from you so our technical team can try to find out what is causing the problem. We'd need to know what type of device you are using (for example: iPhone 4, iPad 2, etc), and the version of the iOS operating system you are running (for example: iOS 5.01). You can find out what version of the operating system you are using within your device's settings.

    Please keep me posted if you are continuing to experience problems. I'll do anything I can to help resolve the problem for you.

    Warm Regards,

    Scott
    Random House Support
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  • Just bought this app today March 10 2012 and it is already frozen. Pretty expensive kids app in the first place and one it won't even work????
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  • Kristine please go look at my answer from before the holidays ( I think it says 4 months ago) Scott Gordon at Random House was so helpfull, what I did cleared all issues, and is it worth it for this app? absolutely, my 4 year old grand daughter has a great time, and more than worth it. Have fun with barbie. And another ps- so far I have found this is more of an apple/iTunes issues and not random house at all, as I have had other problems since that have clarified that for me. But once more the instuctions from Random House worked great and no problems since
    I should note I have an iPhone 4 ( not the 4s).
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  • Good Morning Kristine,

    I'm sorry to about the problem you are experiencing with the Barbie Princess Charm App.

    If you have already tried deleting the app completely from the device, restarting your device, and then reinstalling the app. (If you download the app again from the App Store you will not be charged twice. Apple recognizes you've already purchased the app and will simply reinstall.) Please go ahead and try this. If this does not resolve the issue, please supply the type of device you are using and the version of your operating system.

    We look forward to assisting you!

    Regards,
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