Archived and Closed
This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: No longer useful
New look sucks, and the fact that you cannot contact IMDb directly sucks even more.
Posted 6 years ago
Peter, Champion
The fact that you have to come here to voice your complaint is telling. IMDB is not all grown up yet.
And whatever you do, DO NOT give your credit card information to IMDB. A person who would give their credit card information and name and address to a company that has no means of talking to a live human being is a fool. Please see this question, and my response here:
https://getsatisfaction.com/imdb/topics/hi-imdb-imdb-pro-account-billing-query?utm_source=notificati...
And whatever you do, DO NOT give your credit card information to IMDB. A person who would give their credit card information and name and address to a company that has no means of talking to a live human being is a fool. Please see this question, and my response here:
https://getsatisfaction.com/imdb/topics/hi-imdb-imdb-pro-account-billing-query?utm_source=notificati...
GG, I have never given IMDb my credit card info and never would. If you have and are experiencing a problem with IMDb as a result, and are not receiving any communication from them, I would contact the credit card company directly and let them know. I've had issues with companies in the past who do not communicate with me as a consumer, and the credit card company has reversed charges and taken over the line of communication with the company.
LuvsToResearch, Champion
You would be best served to address whatever complaint, question, suggestion you have via the Help Desk here: http://www.imdb.com/helpdesk/contact_...
That's really not true LuvsToResearch. Your reply is the same as the several other "Champions" on this website, that merely redirect complaints back to the IMDB help desk form. What's funny about that is the Help Desk form web page tells member they should go here to seek help.
The official IMDB Help Desk rarely helps anybody. They take months, literally months to respond, and when they do respond, it's a stock response, scripted, and no customer service rep ever offers to help you.
Personal customer service is why companies like GoDaddy and Amazon are getting the market share. They go above and beyond, and stay on the phone until the problem is solved. IMDB doesn't even try.
The official IMDB Help Desk rarely helps anybody. They take months, literally months to respond, and when they do respond, it's a stock response, scripted, and no customer service rep ever offers to help you.
Personal customer service is why companies like GoDaddy and Amazon are getting the market share. They go above and beyond, and stay on the phone until the problem is solved. IMDB doesn't even try.
LuvsToResearch, Champion
I have always had excellent responses from the Help Desk, for years. I have no issues with how IMDb offers assistance because I fully understand the logistics of other possible processes. I am content.
However, apparently you have a particular problem with all aspects of IMDb, so much so I wonder why you continue to utilize their site. But to each their own.
Therefore, I suggest you continue seeking assistance and giving assistance in the manner you are pursuing. It has been so useful and productive so far.
Best to you.
However, apparently you have a particular problem with all aspects of IMDb, so much so I wonder why you continue to utilize their site. But to each their own.
Therefore, I suggest you continue seeking assistance and giving assistance in the manner you are pursuing. It has been so useful and productive so far.
Best to you.
"However, apparently you have a particular problem with all aspects of
IMDb, so much so I wonder why you continue to utilize their site. But to
each their own."
- You've got to love the presumptuous smugness of the so-called "Champions" on this site. Makes you wonder who they're "championing" for, huh?
Your own help has amounted to what, exactly?
"Therefore, I suggest you continue seeking assistance and giving assistance in the manner you are pursuing. It has been so useful and productive so far."
- If I can't get help, then possibly it will be useful to continue pointing out the ways IMDB fails its members. Of course, your experience may differ, but obviously, based on the number of unresolved complaints on this board, experiences opposite that of yours exist. Of course, the so-called "Champions" don't respect those opposite opinions for some reason.
- You've got to love the presumptuous smugness of the so-called "Champions" on this site. Makes you wonder who they're "championing" for, huh?
Your own help has amounted to what, exactly?
"Therefore, I suggest you continue seeking assistance and giving assistance in the manner you are pursuing. It has been so useful and productive so far."
- If I can't get help, then possibly it will be useful to continue pointing out the ways IMDB fails its members. Of course, your experience may differ, but obviously, based on the number of unresolved complaints on this board, experiences opposite that of yours exist. Of course, the so-called "Champions" don't respect those opposite opinions for some reason.
Vincent, If you are referring to myself when you say you are " gonna answer someone that came in here with an attitude, I tend to give a little of it back while also answering their questions if I can", then all I can state is what I stated before, that being, If IMDb had a forum for people to comment to them directly which is easy to find on their site, then I wouldn't have posted what I did post, and I certainly wouldn't have been so pissy about it. Fact of the matter is, IMDb does not make it easy for someone to communicate directly with them.
To all those who understood my frustration, thank you for validating that I wasn't the only one who was/is annoyed with IMDb.
To all those who understood my frustration, thank you for validating that I wasn't the only one who was/is annoyed with IMDb.
Vincent, Champion
If you notice my prior two comments in this section are in direct response to (and even quote from) Daniel Nerlien
You hadn't posted anything that solicited commentary from me, but if you would like one than may I respond to this:
IMDB staff reads these forums (though if they comment it's typically Monday through Friday during business hours). There's also the contact us link page that's already been pointed out.
I don't see the point in being frustrated by either of these options under the circumstances.
The fact that they have a tiny staff in comparison to the volume of work they are loaded with is simply truth. If other users can help you through your issue faster than staff, than we will.
It's my opinion that the contact us page and this forum are very easy ways to communicate directly at them. Whether or not your issue warrants a response or not, is entirely up to them. Chances are if it is something that can be found in the FAQs or that could be talked through, than other users here on this forum are likely to find the answer for you faster than waiting for IMDB staff.
Their main goals is keeping the database updated (and if you look at http://www.imdb.com/czone/times?ref_=hlp_brws you know how busy they are)
Personally I find that a little bit of understanding can go a long way. For me these forums are therapeutic and calming.
I'm not sure what else you are looking for out of this. But if you have another question I'll be back on tomorrow; right now I have to go help my guild stay in first place in SWTOR conquest: http://www.swtor.com/
You hadn't posted anything that solicited commentary from me, but if you would like one than may I respond to this:
If IMDb had a forum for people to comment to them directly which is easy to find on their site, then I wouldn't have posted what I did post, and I certainly wouldn't have been so pissy about it. Fact of the matter is, IMDb does not make it easy for someone to communicate directly with them.
IMDB staff reads these forums (though if they comment it's typically Monday through Friday during business hours). There's also the contact us link page that's already been pointed out.
I don't see the point in being frustrated by either of these options under the circumstances.
The fact that they have a tiny staff in comparison to the volume of work they are loaded with is simply truth. If other users can help you through your issue faster than staff, than we will.
It's my opinion that the contact us page and this forum are very easy ways to communicate directly at them. Whether or not your issue warrants a response or not, is entirely up to them. Chances are if it is something that can be found in the FAQs or that could be talked through, than other users here on this forum are likely to find the answer for you faster than waiting for IMDB staff.
Their main goals is keeping the database updated (and if you look at http://www.imdb.com/czone/times?ref_=hlp_brws you know how busy they are)
Personally I find that a little bit of understanding can go a long way. For me these forums are therapeutic and calming.
I'm not sure what else you are looking for out of this. But if you have another question I'll be back on tomorrow; right now I have to go help my guild stay in first place in SWTOR conquest: http://www.swtor.com/
bluesmanSF, Champion
re:
All you have to do is read. My first time here and, if logic applies, everyone else's first visit here, I read the damn page first...it's what any reasonable person would do. Otherwise you end up ranting about not having a way to contact staff when you've just landed at the place to do so, in two separate ways...one public and one private. It's been mentioned a few times in this thread, including the 2nd post by Peter, the first person to reply to you.
It's just common sense when it's your first time some place, you take a second to look around before spouting off about what the room has to offer or doesn't. If not, you look like a ranting lunatic.
The reason the contact area is here instead of on the main site (which is where it was up until twenty months ago) is that this board offers features the old board system could not. So, they added a staff that monitors activity here and replies when needed, a way to handle feedback/suggestions, rather than dumping them in the suggestion box where other users can see or vote on them, a tagging system which lets you see if your question has already been answered and you can go on your merry way without needing to post, a system that lets staff post an official reply that will anchor to the OP and then list the other activity afterwards, and many, many more. So they opted for the additional features over simply using the old Help Board. The Help Desk links now send you here and gives you options. The Help Desk contact form still exists, though, as it has for at least 14 years or so, I'd guess.
You are aware, are you not, that it would have been possible to comment or ask questions without cursing and throwing a tantrum, right? Don't blame IMDb for making you do that by having the link way down on the bottom of the page. And, common sense would tell you that, 99.999999% of questions have already been answered in the Help Area, the FAQ's, in posts here, etc., and staff really, really isn't needed for most things. So, it makes sense that they'd guide you past all of that first, then offer the contact form for the very few items that actually need to be handled by staff.
While I understand you're frustrated, that's no reason to act inappropriately and in an abusive manner.
The only person who agreed with you, by the way, is a disgruntled user who has been blocked from the site and is now trolling and throwing tantrums himself, even after staff pretty much told him, he can't come back because of his behavior.
Anyway, if you seriously want to leave feedback about the current look of the site, you can/should post a new topic, with a constructive criticism of changes and how they could be improved and mark the topic as a suggestion or "idea" thread and other users can chip in their comments on your suggestion or add comments about your post, then +1 the idea and staff can, from that, tell if the idea(s) are liked by the community in general. That's far more constructive, sensible and appropriate than your OP which didn't even allude to what changes "suck." The site constantly changes...so to say a change "sucks," doesn't even give them the slightest idea what you're talking about. I can't see how that's helpful at all...other than maybe it makes you feel good to vent.
Good luck to you!
oh..of note, staff that reads and responds to posts here include:
https://getsatisfaction.com/imdb/details/employees
One of whom is Col Needham, the creator of the site. So, if you'd had the best ideas for improvement of all time, does it really help that you simply posted that the "Fucking site sucks?" If I came to your work, walked in and said "Your work fucking sucks," would you think seriously about changing things (or even know what should be changed, for that matter) or would you simply shrug and think, "That person is nuts?"
If they actually had an email address that you could send comments and complaints to
If IMDb had a forum for people to comment to them directly which is easy to find on their siteEvery page of the main site has a "contact us" link that leads to the main page here which states (it's in the right sidebar on desktop, at the bottom in mobile version):
Which means, either post on a public board or use a private form.Note: this is a public forum: anything posted here will be visible to everyone.
For billing/payment issues, visit http://www.imdb.com/bill
For issues regarding accounts or questions involving non-public information, please log into your IMDb.com account and contact our support staff privately via this form.
All you have to do is read. My first time here and, if logic applies, everyone else's first visit here, I read the damn page first...it's what any reasonable person would do. Otherwise you end up ranting about not having a way to contact staff when you've just landed at the place to do so, in two separate ways...one public and one private. It's been mentioned a few times in this thread, including the 2nd post by Peter, the first person to reply to you.
It's just common sense when it's your first time some place, you take a second to look around before spouting off about what the room has to offer or doesn't. If not, you look like a ranting lunatic.
The reason the contact area is here instead of on the main site (which is where it was up until twenty months ago) is that this board offers features the old board system could not. So, they added a staff that monitors activity here and replies when needed, a way to handle feedback/suggestions, rather than dumping them in the suggestion box where other users can see or vote on them, a tagging system which lets you see if your question has already been answered and you can go on your merry way without needing to post, a system that lets staff post an official reply that will anchor to the OP and then list the other activity afterwards, and many, many more. So they opted for the additional features over simply using the old Help Board. The Help Desk links now send you here and gives you options. The Help Desk contact form still exists, though, as it has for at least 14 years or so, I'd guess.
You are aware, are you not, that it would have been possible to comment or ask questions without cursing and throwing a tantrum, right? Don't blame IMDb for making you do that by having the link way down on the bottom of the page. And, common sense would tell you that, 99.999999% of questions have already been answered in the Help Area, the FAQ's, in posts here, etc., and staff really, really isn't needed for most things. So, it makes sense that they'd guide you past all of that first, then offer the contact form for the very few items that actually need to be handled by staff.
While I understand you're frustrated, that's no reason to act inappropriately and in an abusive manner.
The only person who agreed with you, by the way, is a disgruntled user who has been blocked from the site and is now trolling and throwing tantrums himself, even after staff pretty much told him, he can't come back because of his behavior.
Anyway, if you seriously want to leave feedback about the current look of the site, you can/should post a new topic, with a constructive criticism of changes and how they could be improved and mark the topic as a suggestion or "idea" thread and other users can chip in their comments on your suggestion or add comments about your post, then +1 the idea and staff can, from that, tell if the idea(s) are liked by the community in general. That's far more constructive, sensible and appropriate than your OP which didn't even allude to what changes "suck." The site constantly changes...so to say a change "sucks," doesn't even give them the slightest idea what you're talking about. I can't see how that's helpful at all...other than maybe it makes you feel good to vent.
Good luck to you!
oh..of note, staff that reads and responds to posts here include:
https://getsatisfaction.com/imdb/details/employees
One of whom is Col Needham, the creator of the site. So, if you'd had the best ideas for improvement of all time, does it really help that you simply posted that the "Fucking site sucks?" If I came to your work, walked in and said "Your work fucking sucks," would you think seriously about changing things (or even know what should be changed, for that matter) or would you simply shrug and think, "That person is nuts?"
(Edited)
First of all, I looked very closely at the site and did try to contact them directly, I even found a 'contact us' link quickly as well. However, the 'contact us' link takes you in circles without ever being able to contact them. Secondly, the site does suck and they should be told so. If I would have been able to simply click on a link for 'contact us' and up popped a box that I could write a comment in, my comment would have been something like, "I'm not a fan of the recent changes to how information is displayed on your site. Please revert to the older format as it was much more user friendly. Thank you." However, that route seems to not exist. Hence my frustration from being taken in circles again and again and again....
"...the 'contact us' link takes you in circles without ever being
able to contact them."
- Exactly my experience, as well.
"Secondly, the site does suck and they should be told so."
- I find numerous logic and programmatic failures on IMDB. It's like they are building the site from scratch, or they hired substandard programmers (as well as designers). I don't understand the fan boy love of the "Champions" on this site. It seems like their mission is to advocate for IMDB, rather than the users who are having problems. We are all here because of some failure of the system, and we want help. Instead, all we get is, "This page says this...that page says that..." and in the end, nobody has fixed anything.
- Exactly my experience, as well.
"Secondly, the site does suck and they should be told so."
- I find numerous logic and programmatic failures on IMDB. It's like they are building the site from scratch, or they hired substandard programmers (as well as designers). I don't understand the fan boy love of the "Champions" on this site. It seems like their mission is to advocate for IMDB, rather than the users who are having problems. We are all here because of some failure of the system, and we want help. Instead, all we get is, "This page says this...that page says that..." and in the end, nobody has fixed anything.
(Edited)
I must be blind as well because I don't see any of the links the "champions" in this thread have claimed to exist.
I have gone in hunt of the "rumored" link to a contact form on several occasions and have yet to actually witness it in the wild. Yes, the link in this thread does appear to work. No, I cannot find the link anywhere on imdb.
IMHO, all of the "help", "contact us", and "support" screens that are readily found on imdb are fairly useless and largely circular in that they always lead back to getsatisfaction.com while providing little to no useful information...
I have gone in hunt of the "rumored" link to a contact form on several occasions and have yet to actually witness it in the wild. Yes, the link in this thread does appear to work. No, I cannot find the link anywhere on imdb.
IMHO, all of the "help", "contact us", and "support" screens that are readily found on imdb are fairly useless and largely circular in that they always lead back to getsatisfaction.com while providing little to no useful information...
Vincent, Champion
You know whats on the front page of getsatisfaction.com? The THIS FORM button that you are somehow not finding.
You know why most of the help links are circular? Because if you actually read whats on the pages, you probably wouldnt need help most of the time. The IMDB help links are designed to keep putting the info you need in front of you, hoping you will read it.
You know why the THIS FORM button is next to the conversation forums here? Because for what few things you cant find in the FAQs on IMDB (that are circular), than community members here can typically answer your questions or point you towards the correct information.
There are very few legitimate reasons to actually need to contact IMDB privately; and if you really need to. The buttons on the front page of this website.
Even most of what gets asked here is already answered in the help sections.
Did you actually need help with something? Or did you just want to complain that the button on the front page of this website was too hard to find?
You know why most of the help links are circular? Because if you actually read whats on the pages, you probably wouldnt need help most of the time. The IMDB help links are designed to keep putting the info you need in front of you, hoping you will read it.
You know why the THIS FORM button is next to the conversation forums here? Because for what few things you cant find in the FAQs on IMDB (that are circular), than community members here can typically answer your questions or point you towards the correct information.
There are very few legitimate reasons to actually need to contact IMDB privately; and if you really need to. The buttons on the front page of this website.
Even most of what gets asked here is already answered in the help sections.
Did you actually need help with something? Or did you just want to complain that the button on the front page of this website was too hard to find?
(Edited)
@Vincent
Well there it is, NOT on imdb! Funny that a link to the "imdb helpdesk" is NOT even posted on imdb! :)
I just can't believe I missed that. Might have something to do with the fact that it's jammed together in a paragraph with a topic sentence about billing questions. Any user "scanning" a page for a particular piece of info would easily skip the remainder of that paragraph if they didn't have a "billing" problem. You might consider correcting that...
With that said, I have read the "help" page(s) on imdb many times and have never found any of the info helpful with ANY problem I was trying to solve...
I understand that your intention is to provide support here on this site. I'm simply trying to point out that it gets pretty frustrating when you're trying to find some info and "all roads point to home". I suggest eliminating all of the offending links/sections. Simply let the single help page push the users here without making them chase their tails first...
Anyway, for what it's worth, the feedback I was trying to provide is as follows:
I've come to enjoy pissing away 20 minutes of my day perusing the imdb home page. The previous layout wasn't perfect, but I learned to find enjoyment in its features. The new layout is more attractive, but much less useful. It seems to be all bling with much less content. Additionally, the ever encroaching Amazon blocks, advertisements, etc, are becoming tedious and annoying. I understand they're footing the bills, but there are limits to everything.
Conversely, the new reference pages for the media is a major improvement; well done. I've also recently discovered the powerful features of the title search section. Something so great deserves to be advertised better!
You know whats on the front page of getsatisfaction.com? The THIS FORM button that you are somehow not finding.
Well there it is, NOT on imdb! Funny that a link to the "imdb helpdesk" is NOT even posted on imdb! :)
I just can't believe I missed that. Might have something to do with the fact that it's jammed together in a paragraph with a topic sentence about billing questions. Any user "scanning" a page for a particular piece of info would easily skip the remainder of that paragraph if they didn't have a "billing" problem. You might consider correcting that...
You know why most of the help links are circular? Because if you actually read whats on the pages, you probably wouldnt need help most of the time. The IMDB help links are designed to keep putting the info you need in front of you, hoping you will read it.I agree that users tend to not read what seems like easy to understand info that's right in front of their face. I do a fair amount of web programming work and have the same problem. My solutions usually involve figuring out how to highlight the key pieces of data and/or putting it where the user expects to find it.
With that said, I have read the "help" page(s) on imdb many times and have never found any of the info helpful with ANY problem I was trying to solve...
You know why the THIS FORM button is next to the conversation forums here? Because for what few things you cant find in the FAQs on IMDBPfff... "few things" That's funny! Virtually every link on every page that pretends to offer support all point to the same SINGLE FAQ page.
I understand that your intention is to provide support here on this site. I'm simply trying to point out that it gets pretty frustrating when you're trying to find some info and "all roads point to home". I suggest eliminating all of the offending links/sections. Simply let the single help page push the users here without making them chase their tails first...
There are very few legitimate reasons to actually need to contact IMDB privatelyDon't know about the private part, but a very simple means to provide feedback is not too much to ask if you care about the "community" you're cultivating. A registered user should not have to learn/navigate a totally different site to do so...
Did you actually need help with something?Nope, don't need any help. I was simply trying to find a way to provide feedback about the new layout on imdb, got frustrated chasing my tail, and found this thread. Btw, your search feature listed no results for my query(s). I found this thread on Google...
Anyway, for what it's worth, the feedback I was trying to provide is as follows:
I've come to enjoy pissing away 20 minutes of my day perusing the imdb home page. The previous layout wasn't perfect, but I learned to find enjoyment in its features. The new layout is more attractive, but much less useful. It seems to be all bling with much less content. Additionally, the ever encroaching Amazon blocks, advertisements, etc, are becoming tedious and annoying. I understand they're footing the bills, but there are limits to everything.
Conversely, the new reference pages for the media is a major improvement; well done. I've also recently discovered the powerful features of the title search section. Something so great deserves to be advertised better!
(Edited)
It's on every page, same as most every other website. Scroll to the bottom. It says "contact us."
It's also on dozens of other pages in the Help section.
Also, if you click "help" and type in "contact" it's there.
It's on IMdb literally millions of times. If you can't find it, there's something wrong with you.
It's also on dozens of other pages in the Help section.
Also, if you click "help" and type in "contact" it's there.
It's on IMdb literally millions of times. If you can't find it, there's something wrong with you.
You're missing the point... Yes, there is a "Contact Us" link. No, it does not offer an actual contact form to send a message/feedback.
The debate involves two points:
1. Virtually every link on imdb that offers help/support (no matter how they're worded), provide little help and eventually lead to the same FAQ page.
So, as a user looking for help, you click a link that is worded like something you think will help. You may get the standard FAQ or you may receive a page that that doesn't really help but has some differently worded links that appear to point to a more appropriate help screen, so you click another link and are then directed to the standard FAQ.
2. The only link to a contact form where you can actually send feedback resides on getsatisfaction.com and is presented with confusing subject matter.
I'm really not trying to be difficult. At this point the frustration that initially motivated me to chime in has abated. I am now just trying to point out that these are valid issues and should be addressed.
The debate involves two points:
1. Virtually every link on imdb that offers help/support (no matter how they're worded), provide little help and eventually lead to the same FAQ page.
So, as a user looking for help, you click a link that is worded like something you think will help. You may get the standard FAQ or you may receive a page that that doesn't really help but has some differently worded links that appear to point to a more appropriate help screen, so you click another link and are then directed to the standard FAQ.
2. The only link to a contact form where you can actually send feedback resides on getsatisfaction.com and is presented with confusing subject matter.
I'm really not trying to be difficult. At this point the frustration that initially motivated me to chime in has abated. I am now just trying to point out that these are valid issues and should be addressed.
I am sure it would be nice if everything in the world was just as you'd like to see it. But that's not going to happen. Sure, you have to make a second "click" to see the form. Is it really worth all that you typed out just to complain that you have to make one additional "click?"
The reason for it is, this forum allows for extra features the old Help Board, on the currently 15 year old message board system, did not have some of the features. For instance, this board offers search so that you can see if the question has been asked 100 times (which it probably has), i offers similar threads in case the question has been asked 100 times (which it probably has), it allows "suggestion" threads to be voted up by other users (where the old one was just a suggestion box where no one but the person sending and the person receiving it would see it.
Rather than revamping the message board system on the main site, they chose to use this one with all the functionality in place.
Contact links all lead here because this is where staff is. Then you can choose to post and get quick response or send a message on the linked form, based on your needs. Having options means more than one click. If you clicked and the form opened up, you'd loose all the added functionality this board gives us.
The FAQ's offered are because most answers have already been written out.
With 100 million visits to the site each month, these features save staff from having to sit and type out the same responses over and over and over and over. And if, as you suggest/recommend, the link let you right into an actual contact form to be opened and read and replied to by staff, the backlog would continually be thousands (it currently is sometimes anyways, but it'd be even worse) so that the person would wait a month or two (or more) to find out the same answer he/she could have gotten in a day or two here.
For suggestions, you get to GetSat. There is a box right at the top to start a conversation. You type in your title of your post "suggestion for better contact form" and it will offer you similar threads (in case there is already one going on to which you can add your vote). You get a big button to "continue" your post, you fill in your suggestion and post it. Others can then add comments, good or bad, offer improvements on your idea, offer reasons it might not work, so you can adjust your idea, and it allows a counter of +1 votes so staff can see how popular the idea might be. This sounds much better to me than the old suggestion form which went straight to staff and probably thrown in the pile and instantly buried by other suggestions.
I don't know what "confusing subject matter" you're talking about but it seems pretty straight forward to me.
As to the help search function leading to the same FAQ page, I've never experienced that. Do you have an example of that? Maybe you're not using good keywords? As example, as I said above, if I type in "contact" I get, as one result, the "how to contact us" page. It doesn't go to the main FAQ page (though some are shown on the page). It goes to the explanation for and link to here where Help Desk staff are monitoring the board and can participate, or a link to the form as described several times above.
I don't misunderstand you at all. I just don't agree with anything you've said.
The reason for it is, this forum allows for extra features the old Help Board, on the currently 15 year old message board system, did not have some of the features. For instance, this board offers search so that you can see if the question has been asked 100 times (which it probably has), i offers similar threads in case the question has been asked 100 times (which it probably has), it allows "suggestion" threads to be voted up by other users (where the old one was just a suggestion box where no one but the person sending and the person receiving it would see it.
Rather than revamping the message board system on the main site, they chose to use this one with all the functionality in place.
Contact links all lead here because this is where staff is. Then you can choose to post and get quick response or send a message on the linked form, based on your needs. Having options means more than one click. If you clicked and the form opened up, you'd loose all the added functionality this board gives us.
The FAQ's offered are because most answers have already been written out.
With 100 million visits to the site each month, these features save staff from having to sit and type out the same responses over and over and over and over. And if, as you suggest/recommend, the link let you right into an actual contact form to be opened and read and replied to by staff, the backlog would continually be thousands (it currently is sometimes anyways, but it'd be even worse) so that the person would wait a month or two (or more) to find out the same answer he/she could have gotten in a day or two here.
For suggestions, you get to GetSat. There is a box right at the top to start a conversation. You type in your title of your post "suggestion for better contact form" and it will offer you similar threads (in case there is already one going on to which you can add your vote). You get a big button to "continue" your post, you fill in your suggestion and post it. Others can then add comments, good or bad, offer improvements on your idea, offer reasons it might not work, so you can adjust your idea, and it allows a counter of +1 votes so staff can see how popular the idea might be. This sounds much better to me than the old suggestion form which went straight to staff and probably thrown in the pile and instantly buried by other suggestions.
I don't know what "confusing subject matter" you're talking about but it seems pretty straight forward to me.
As to the help search function leading to the same FAQ page, I've never experienced that. Do you have an example of that? Maybe you're not using good keywords? As example, as I said above, if I type in "contact" I get, as one result, the "how to contact us" page. It doesn't go to the main FAQ page (though some are shown on the page). It goes to the explanation for and link to here where Help Desk staff are monitoring the board and can participate, or a link to the form as described several times above.
I don't misunderstand you at all. I just don't agree with anything you've said.
You want details? Here ya go!
This all started because I wanted to leave feedback regarding the new layout on imdb. So I did the following:
Now, I'm off to buy a new keyboard as I've worn out this one trying to get someone to understand the ridiculousness of this entire fiasco. I have said all I intend to say. Make use of the suggestions or don't, I no longer care.
This all started because I wanted to leave feedback regarding the new layout on imdb. So I did the following:
- On imdb.com, I clicked the "Contact Us" link in the footer. Got the instructions to come here. Did not want to start a thread in a public forum, wanted to send a simple message and be done with it, so I kept looking for a contact form.
- On the "Contact Us" page there is a link titled, "Contact the Help Desk". I clicked it and got a differently worded version of the same thing.
- On the right side of this page is an FAQ menu with the last link titled, "How do I contact someone for help?". I clicked it and was directed back to the "Contact Us" page.
- Ok, now I'm getting annoyed. I search for "contact form", got a list of 5 items, #4 being, "How to contact us". I clicked it.
- Now I'm looking at a nice outline of imdb with lots of links. After clicking on EVERY link that had anything to do with help or contacting anyone, it became obvious that all of them ended up at the standard FAQ or instructions to come here.
- Now I'm thinking, "I can't believe there isn't a simple contact form to be found". So I finally come here in search of a contact form. I scan the home page, saw nothing related. I am now past annoyed and approaching angry.
- So I give up on sending and message and get the idea of searching for threads relating to the new layout with the intention of adding my thoughts to one of them. Various keyword searches later, the only results found were old, nothing new.
- By this time I'm very angry at the amount of wasted time trying to accomplish something so seemingly simple. I give up on the whole "new layout" thing and start searching for people that are pissed off over the same run around I just went through. Found nothing. OMG!
- Went to google, same keyword query, found this thread in the first result list...
- Clicked the link, started reading, and there it is, THE CONTACT FORM! AND IT'S LOCATED ON IMDB.COM IN THE HELP DESK SECTION! One would think there would have been a link to this form somewhere on the page found in step 2... Now I'm really pissed!
- A couple venting posts later yields the location of the link to the contact form, at the end of a menu (on this site) paragraph that starts with billing issues. So back in step 6 I obviously skipped the rest of the paragraph because it seemed billing related and I did not have a billing problem. This is your "confusing subject matter".
Now, I'm off to buy a new keyboard as I've worn out this one trying to get someone to understand the ridiculousness of this entire fiasco. I have said all I intend to say. Make use of the suggestions or don't, I no longer care.
bluesmanSF, Champion
When you get here you are welcomed by this message, which includes the form. So, step one was all you needed.
1. Post your question
2. contact our support staff privately via this form
That's pretty straight forward. I'd be kind of embarrassed to have gone through all of what you just described (and certainly would not have described it for all the world to see).
Perhaps people don't understand the ridiculousness of it all because it has not been the same experience for anyone else as we all simply read the message pasted above which clarified the whole process for us.
The message pasted above also does not start with billing issues.
Let's read together:
Part one: Welcome to the Community
Part two: Explanation of what it is "We encourage users to help each other...get answers from customer service and IMDb members...
Part Three: Announcement it's a public forum
Part Four: For billing issues
Part Five: Issues regarding accounts or questions involving non-public info...
So, again, the message did not start with billing issues which was one (fourth) of the many items covered. You read six sentences, then left the page before the seventh and final sentence? Really?? And IMDb is to blame for you being lost and confused?
Message from IMDb.comWhen you arrive at this board, there are two ways to contact staff.Welcome to the official IMDb community, where you can get answers from customer service and IMDb members.
We encourage users to help each other get the most out of IMDb. Often the community provides answers and solutions faster than we can respond directly. For best results, before posting a question or reporting a problem, please click here.
Note: this is a public forum: anything posted here will be visible to everyone.
For billing/payment issues, visit http://www.imdb.com/bill
For issues regarding accounts or questions involving non-public information, please log into your IMDb.com account and contact our support staff privately via this form
1. Post your question
2. contact our support staff privately via this form
That's pretty straight forward. I'd be kind of embarrassed to have gone through all of what you just described (and certainly would not have described it for all the world to see).
Perhaps people don't understand the ridiculousness of it all because it has not been the same experience for anyone else as we all simply read the message pasted above which clarified the whole process for us.
The message pasted above also does not start with billing issues.
Let's read together:
Part one: Welcome to the Community
Part two: Explanation of what it is "We encourage users to help each other...get answers from customer service and IMDb members...
Part Three: Announcement it's a public forum
Part Four: For billing issues
Part Five: Issues regarding accounts or questions involving non-public info...
So, again, the message did not start with billing issues which was one (fourth) of the many items covered. You read six sentences, then left the page before the seventh and final sentence? Really?? And IMDb is to blame for you being lost and confused?
Let's take another look at the IMDb.com main contact page,
which is linked from the IMDb.com main page footer:
http://www.imdb.com/helpdesk/contact?ref_=ft_con
That page has these issues that IMDb could easily resolve:
(1)
At http://www.imdb.com/helpdesk/contact?ref_=ft_con,
the link given to "contact ... support staff privately"
for "registration and account log-in issues" leads to:
http://www.imdb.com/helpdesk/login_problems
which redirects to:
http://www.imdb.com/helpdesk/contact
which is just the expanded version of essentially the
same page from which we started (with FAQ sidebar added).
(2)
The FAQ list at http://www.imdb.com/helpdesk/contact
includes a link labeled: "How can I contact someone for help?"
That link leads to: http://www.imdb.com/contact
which redirects back to the same page at:
http://www.imdb.com/helpdesk/contact.
(3)
That page also has a link labelled "Contact the Help Desk".
That link just leads back to the same page at:
http://www.imdb.com/helpdesk/contact.
Suggestion to IMDb:
The link given to "contact ... support staff privately" for "registration and account log-in issues" should lead to the private contact form. Likewise, the links to "contact someone for help" and "contact the help desk" should do more than just loop back to the same page from which we clicked those links.
.
which is linked from the IMDb.com main page footer:
http://www.imdb.com/helpdesk/contact?ref_=ft_con
That page has these issues that IMDb could easily resolve:
(1)
At http://www.imdb.com/helpdesk/contact?ref_=ft_con,
the link given to "contact ... support staff privately"
for "registration and account log-in issues" leads to:
http://www.imdb.com/helpdesk/login_problems
which redirects to:
http://www.imdb.com/helpdesk/contact
which is just the expanded version of essentially the
same page from which we started (with FAQ sidebar added).
(2)
The FAQ list at http://www.imdb.com/helpdesk/contact
includes a link labeled: "How can I contact someone for help?"
That link leads to: http://www.imdb.com/contact
which redirects back to the same page at:
http://www.imdb.com/helpdesk/contact.
(3)
That page also has a link labelled "Contact the Help Desk".
That link just leads back to the same page at:
http://www.imdb.com/helpdesk/contact.
Suggestion to IMDb:
The link given to "contact ... support staff privately" for "registration and account log-in issues" should lead to the private contact form. Likewise, the links to "contact someone for help" and "contact the help desk" should do more than just loop back to the same page from which we clicked those links.
.
(Edited)
@Lucus
Finally someone gets it! THANK YOU!
@BluemanSF
If you all weren't so busy defending your layout and assigning blame you might realize that peoples minds work in different ways. The thought process from one person to the next will always vary. So, adjusting a layout to accommodate the widest possible group of users is always advantageous to a "webmaster". Step outside of the box...
I will admit that there were flaws in my initial approach, but hindsight is always 20/20 and I didn't know then what I do now. I will also admit that my temper did get in the way about halfway through the above list.
With that said, how about a picture. This is the message everyone keeps referring to as seen in my browser (Firefox 33.1):
So, we can now clearly see that 2 unrelated items are indeed "jammed" together. Someone "scanning" the content would easily assume the paragrah is billing related and stop scanning.
And here is the code that Firefox used to render it (pasted from the console inspector):
<p>
For billing/payment issues, visit http://www.imd...
<br></br>
For issues regarding accounts or questions involv...
<b></b>
via
<a href="http://www.imdb.com/helpdesk/contact_form?subject=GS%20fallback"></a>;
.
<br></br>
</p>
Upon examining the code, we find a doctype of html and incorrectly formatted line-breaks that were supposed to separate the content. e.g. <br></br>.
Now you have proof that the problem exists and I've identified the coding error that causes it. If you would like to give me admin access, I will even fix it for you...
Finally someone gets it! THANK YOU!
@BluemanSF
If you all weren't so busy defending your layout and assigning blame you might realize that peoples minds work in different ways. The thought process from one person to the next will always vary. So, adjusting a layout to accommodate the widest possible group of users is always advantageous to a "webmaster". Step outside of the box...
I will admit that there were flaws in my initial approach, but hindsight is always 20/20 and I didn't know then what I do now. I will also admit that my temper did get in the way about halfway through the above list.
With that said, how about a picture. This is the message everyone keeps referring to as seen in my browser (Firefox 33.1):
So, we can now clearly see that 2 unrelated items are indeed "jammed" together. Someone "scanning" the content would easily assume the paragrah is billing related and stop scanning.
And here is the code that Firefox used to render it (pasted from the console inspector):
<p>
For billing/payment issues, visit http://www.imd...
<br></br>
For issues regarding accounts or questions involv...
<b></b>
via
<a href="http://www.imdb.com/helpdesk/contact_form?subject=GS%20fallback"></a>;
.
<br></br>
</p>
Upon examining the code, we find a doctype of html and incorrectly formatted line-breaks that were supposed to separate the content. e.g. <br></br>.
Now you have proof that the problem exists and I've identified the coding error that causes it. If you would like to give me admin access, I will even fix it for you...
gromit82, Champion
George: None of the people who have posted in this thread are IMDb staffers. I have posted a separate thread to raise the problems that you and Lucus have addressed, because it's unlikely that the staff will respond to this particular thread under this particular title. Basically, this discussion will get a fresh start. See https://getsatisfaction.com/imdb/topics/bad-links-to-help-desk for the new thread.
(Edited)
Vincent, Champion
At some point someone should realize: contacting staff is pretty much a last resort.
If all you were trying to do is post suggestions, they want them on the forums anyway so others can be involved in the discussion. Your opinion by itself on how to change this is not as valuable to IMDB as your suggestion + the response of other users in regards to the issue.
The contact us form for contacting staff is not hard to find, as has been pointed out numerous times. Its also not needed for the majority of things people try to use it for. Those kinds of people also tend to get lost in logic loops and cry over not having their hands held for every step of the process that they are putting themselves through unnecessarily.
If all you were trying to do is post suggestions, they want them on the forums anyway so others can be involved in the discussion. Your opinion by itself on how to change this is not as valuable to IMDB as your suggestion + the response of other users in regards to the issue.
The contact us form for contacting staff is not hard to find, as has been pointed out numerous times. Its also not needed for the majority of things people try to use it for. Those kinds of people also tend to get lost in logic loops and cry over not having their hands held for every step of the process that they are putting themselves through unnecessarily.
Derek
If you are being sarcastic and saying they wouldn't want to receive direct email from me because I wasn't being very pleasant in my outburst, then my response is as follows:
If you want a user/consumer/client/etc. in any business to feel as if their concerns are being heard, then you give them a forum to actually communicate with you directly. If they actually had an email address that you could send comments and complaints to, which is also easy to locate, then I wouldn't have been so blunt. But, the fact of the matter is I searched their website for quite some time trying to find a way to contact them directly, realized my search was futile, got increasingly annoyed, and felt as if they didn't really care about me as a user who goes directly to them, EVERY SINGLE DAY, to read movie news, find info on people in the movie industry, etc. Now I have no desire to use their site at all as I find it is no longer easy to navigate.
All that being said, if anyone knows of a better site to use instaed of IMDb, please let me know. Thanks.
Peter, Champion
For what it's worth, you actually missed the help text on the right hand side of this forum, which includes a link for messages about private issues. This option is hidden away on the IMDb site, though less so on IMDb Pro. However, I don't see any private issues in your post.
Daniel Nerlien
Vincent, Champion
I feel it should be pointed out you are not correct. It is entirely possible to "disenroll", you can in fact remove your account entirely and it is found very easily (by anyone that can read English) through the help pages which lead you to this page:
https://secure.imdb.com/register-imdb/delete
That will completely remove all data about your account from IMDB. This is not a hidden option, it's very easy to use, and it's not terribly hard to find. Perhaps you were confused by the warning page that comes before it when browsing the help files on the subject? Regardless, one more click and you end up at this option:
-----------
Again, you are simply not correct. Perhaps you missed the link on the front page of this support website (it's on the right hand side near the bottom) where you will find this:
Perhaps you do not realize the words "this form" can be clicked on, and will take you to this page:
www.imdb.com/helpdesk/contact_form?
See the box at the bottom? You fill that in.
---
So you've claimed you can't remove your account and you claimed you can't contact IMDB. Thing is, you can. The pages leading up to it however do try and encourage you to use these forums first.
Do you know why? Because if you come to these forums and ask legitimate questions and are actually seeking help, people will help you and perhaps find the information you need faster than forcing you to wait for a response from IMDB.
Is there anything else you would like us to find for you? I'm pretty good with google.
Daniel Nerlien
Furthermore, the whole "email verification just to get to another phone number or credit card number verification" is absolutely ludicrous. Surely you cannot dispute that. All they have to do is let us know up front, and this annoyance of mine (and clearly others) would've been curbed. It's the constant "OK, here's what we need next from you" that pisses people off. Banks do it for security purposes - I get that - but they let you know up front. That's about the only thing I'd ever give banks credit for. I just got irritated with the rigmarole I had to go through with this site.
But again - thank you for your thoughtful and thorough reply. I'll give you a pass on the whole "anyone who can read English" dig. Petty on your part, especially considering that you can tell by my posts that I not only "read English" well, but that I do well in the vocabulary column as well. My point is, as summed up in the aforementioned comments is: don't screw with the people trying to register on your site. Is that plain enough English for you?
Vincent, Champion
This website is massive in the volume of traffic that it attracts. There are literally millions of visitors. Before I criticize IMDB for it's policies I first have to come to terms with the sheer size of the problem they are facing.
Now, let's first ascertain the primary stated purpose of this website: to act as a database for film and television credits.
In performing it's primary function: there is NO REGISTRATION REQUIRED.
This site can be used and viewed for it's primary purpose without ever encountering a log in screen or dealing with any of the issues that you are complaining about. And it remains free after 18+ years of providing that service.
A free website catering to millions of people? The bandwidth and server costs are extremely high. The only reason this site managed to continue existing at all was because it was purchased by Amazon (16 years ago) who kept it operating at a loss simply because it acts as a source of advertising with links back to Amazon.
The site has since become monetized (with pay services such as IMDBpro, and advertising options, etc), but the profit margins are still relatively slim compared to costs. Still, IMDB functions with a very small staff. A staff that can not answer millions of people if they all ask questions and want attention at once.
Rather than provide half assed phone support, they don't offer it at all. Rather than ignore users entirely, they set up this forum where users can attempt to help each other (and point out things in the FAQ that may have been missed)
There are more volunteers combing these forums trying to help people, than IMDB's entire staff.
In the mean time, you want a taste of the workload IMDB is under? Look:
http://www.imdb.com/czone/times?ref_=hlp_brws
There are more than 50,000 data entry edits that have been submitted by users currently awaiting verification. That's a two to three week rolling workload; meaning every single one of those entries will be looked at by someone at IMDB, verified as best they can and than posted to the website within the next couple of weeks.
And by next week? That workload won't have gone down, because if they finished 25,000 this week there will be at least that many more put in by than.
Anywhere from 5,000 to 10,000 edits a day are managed by IMDB staff. That's their primary purpose and it's supplied to the world without cost and without requiring an account to be registered.
Here's where it gets muddy:
The rest of the site? The forums, the lists, etc. These are a novelty compared to the main purpose of the site and none of them generate revenue. Which means they exist and cost the company money without bringing any back in.
This isn't a website that sells products in high volume and generates a large income. They don't have a large enough staff to baby sit the forums (theres millions of forums too...) and those forums do not generate any money to hire more staff to moderate them.
Both the forums and the movie ratings system have come under attack in recent years by either bots or groups of people "gaming" the system. Over the years IMDB has had to continue spending resources trying to prevent this.
That's putting money into fixing a problem that does not have a direct financial return.
That's kind of where we are now. These extra layers are verification are an effort to stop more bots and discourage more fake spam/troll accounts.
The alternatives (which have been discussed openly on these forums) either require too much IMDB staff time (which they do not have) or they are cost prohibitive in other ways.
Which brings us back around full circle: What is the primary mission goal of IMDB?
If the goal is to provide a database to the public; that goal is achieved already and that goal is not hindered at all by the verification process: because you don't even need an account to use it for that purpose.
So, where does that leave us? Really?
It means you can use IMDB for its main purpose without ever having an account. But if you want to use the additional features, than yea you have to jump through a few extra security hoops to get there. Hoops put in place because there are so many people trying to abuse the system.
Unless you have an easier and cheaper solution to curbing hackers, spammers and trolls on the level that IMDB is coping with, that's just how its going to be for now.
I don't have to like it, to understand it. I also don't choose to come here and flame IMDB over it, it simply isn't constructive.
---
As for the snarky nature of some of my comments; we're mostly users here (unless you see someone tagged as an IMDB employee) and we volunteer our time to help other users find answers. Mostly because we know first hand how frustrating it can be to not get help.
And while I can't speak for anyone else; if I'm gonna answer someone that came in here with an attitude, I tend to give a little of it back while also answering their questions if I can.
Daniel Nerlien
Really absurd how you're arguing with me on this. It's a pretty cut-and-dried thing. And this shit goes on for one reason - data collection. IMDB knows that many people won't want to provide their phone numbers/credit card numbers, so they get email addresses as residuals. Not common sense. I have a seven-year-old nephew who would understand the inherent hypocrisy.
As far as my "snarky nature," who started it, guy? Remember your "if you can read English" comment? I see you can give it but not take it. Really indicting that you take a simple argument - full disclosure of verification requirements (spelled out for you, ad nauseum in a number of posts now) and turn it into a silly essay about hackers and spammers. Letting people know that the aforementioned requirements (that is, the whole phone number/credit card number requirement) ahead of time is not a some invitation to hackers/spammers - it's called good business practice. Again, your argument is cracker-thin.
bluesmanSF, Champion
If you click "help" and search keyword "register," you'll get:
- What is a Watchlist? (Score: 50)
- Do I need to be registered to use the boards? (Score: 31)
- What are the advantages of registering with IMDb? (Score: 15)
- What are the advantages of additional authentication? (Score: 15)
- What's with the star? (Score: 15)
without needing to register yet. You can learn about the various levels and decide before going through registration.Daniel Nerlien
bluesmanSF, Champion
re: "Why don't you two try to get new userIDs with new emails and see how cumbersome it is."
What makes you think I haven't? I frequently test the way things work since I am frequently answering peoples' questions.
re: "read the forums and you'll see I'd have backers"
Ok...so how many "backers?" I'll give you two hundred (though it's probably more like a couple dozen, tops)...how does that compare when the site has 100 million visits per month from unique visitors?
I've never found the site "cumbersome," and frankly, if I disliked it as much as you do, I wouldn't come to the site..and surely wouldn't spend time bitching and moaning about it. If it's truly such a pain in your behind, why are you prolonging the pain by moaning about it? You're certainly caused your cumbered yourself more here than you did by registering for a site you clearly don't want to participate on knowing now what that requires. Certainly reading the FAQ about it would have been, by far, the easiest route.
Seriously...this is beyond ridiculous...
Good luck, dude. Hope life gets easier for you!
Daniel Nerlien
And by "backers," I mean the many people who had similar experiences with the ludicrous registration experience. Your whole "100 million visits" is a straw-man argument. I'm not talking about visitors to the website; I'm talking about people who try to register with the new format and encounter this kind of nonsense. Logic has abandoned you, or rather you abandoned logic on that one, guy.
I really don't know how I could have made this clearer. Give full disclosure before you waste one's time as far as how much information we need to provide up front. One should not have to read the FAQs to do this. Your simple life might allow you the opportunity to do this, but I expect a degree of uniformity in websites. I'm not alone in that regard.
Seriously...this is beyond ridiculous...
Good luck, bruv. I genuinely hope the simple things in life get clearer for you!
Rose
Gee thanks IMDB for showing me that trolls can "own" boards.
gromit82, Champion
Rose
I'm done. This is my sisters account. I'm afraid the troll would know it's me if I used my real one.
I'm deleting my account in the morning.
IMDB just doesn't care about it's users. As I said I'm not the only one who left because of this troll.