New Contact Us experience

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  • Announcement
  • Updated 12 months ago
  • (Edited)
23 April 2018

Following the launch of our new help site last November and continuing improvements to our customer service operations, we are thrilled to announce the launch of a new Contact Us experience for all IMDb users. This is now available from https://help.imdb.com/, following contact links - or anywhere across our sites where contact links are found.

The new Contact Us experience has the following key benefits for you:

  • Quick answers - most questions are answered inline when you select an issue.
  • You can simply reply to our messages from your email client. You no longer receive emails from a “do not reply” address and are no longer forced to go online to our site to reply.
  • Mobile-optimized experience - contact us pages and emails work well on mobile phones.
  • Ability to provide feedback on your customer service experience, similar to Amazon’s customer satisfaction survey, to help us continuously improve our service (this feature will be enabled a few weeks after the initial launch).



How does logging in on the help site work?


To help streamline the options for our users, based on what they are likely looking for, we have added login functionality on the help site. Depending on a user's login information, they will see the relevant topics and contact options (e.g. IMDbPro members see membership, profile control topics etc.). For convenience, if a user is already logged in on www.imdb.com or https://pro.imdb.com, they will remain logged in - they don't have to do anything. If a user is not logged in already, they are asked to login via a pop up message, with their IMDbPro or IMDB login information. If a user cannot login due to log in issues,they can still contact us to help them log in.




Contacts history


With the ability to receive our full replies to your inbox and simply reply to our messages as you would to any other email, we will deprecate the contact history page at imdb.com/helpdesk/mycontacts, an old piece of technology that we will no longer maintain -part of the platform updates our founder, ColNeedham, has previously talked about.

We hope the new contact flow helps you quickly solve questions you have about our features and services. If you need to contact us, responses are typically within 24 hours.


Please feel free to reply on this thread with any feedback or any issues you encounter.


Thank you in advance. We look forward to your feedback.


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Lina, Official Rep

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Posted 1 year ago

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Dave Parker

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This reply was created from a merged topic originally titled Email changed now all history gone.

I've had to amend my email address. Now I have I've lost all my history.

How can I get it back?
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Lina, Official Rep

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Please see this thread for the background of this change.
You will no longer need to go to that page to see messages from us and reply.

thank you.
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bderoes, Champion

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@Dave Parker
Does your old email address no longer work as a login to IMDb? 
While logged in under that address, did you change your email on this page:
https://www.imdb.com/registration/changeemail?ref_=login
Or did you just create a new account with your new email address?
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Trevor, Employee

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mistaken merge

Please reference the new conversation here: Email changed now all history gone
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Dave Parker

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I went on my PC and changed/amended my email address.
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bderoes, Champion

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I'm going to reply to this over on this thread: Email changed now all history 
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bderoes, Champion

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@Lina.
I just tried to look for the contact link, and did NOT find it by doing this:
Tap the Help link on a title page.
Look on the main Help Hub page for Contact.
https://help.imdb.com/imdb?ref_=cons_nb_hlp
All I see is email for IMDbPro members.
IMDb General Support still refers people here (to GS):

I made sure to refresh that page, and got the same result. I was already logged in as an IMDb user.
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Lina, Official Rep

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Hi.
Contributors & IMDb fans typically get help on GetSatisfaction, where amazing folks like you, from our community, help out.
That said, there are some links throughout the help site for contributors to access contact forms for special contribution issues (e.g. complex movie connections, title deletions etc).

You can also access the contact form directly via https://help.imdb.com/contact

I hope that helps.
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bderoes, Champion

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@Lina,

I'm surprised your answer wasn't that you'll add the Email Contact link to the General Support side of the page too. When I clicked on the Login help link, it took me there, and I was able to see the dropdown menus and links to various help pages. It strikes me this would be a useful tool for new contributors, or people who don't realize they CAN be contributors, and for all those folks asking how to get control of their name pages (but who haven't joined Pro).

I haven't searched for any of these other access points you say are embedded for special contribution issues. I don't feel like hunting right now. 
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Lina, Official Rep

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 It strikes me this would be a useful tool for new contributors, or people who don't realize they CAN be contributors, and for all those folks asking how to get control of their name pages (but who haven't joined Pro).

It's a valid point and we will take this feedback into consideration as we look at tweaks and enhancements in the next few weeks.
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ACT_1

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New Contact Us experience
by Lina, Official Rep
https://getsatisfaction.com/imdb/people/lina_zaproudi_ellman
- - -

Add "April 23 2018" to the top of your text
as it will be displayed in Yellow Box for a while
and later when it is not so New
- - -

http://www.imdb.com/helpdesk/mycontacts
I liked having history of Help Desk chat
with My questions and IMDb answers (and Dates) - Now GONE!?!
You could have given a little warning
so WE could maybe save some of that
(been here 18 years)
Others have lost their history too

Perhaps Email will be better and WE Can save that



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Lina, Official Rep

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Add "April 23 2018" to the top of your text
as it will be displayed in Yellow Box for a while
and later when it is not so New

Good tip, I added it.

You could have given a little warning 
so WE could maybe save some of that
We did consider this... Given beta testers did not raise this as an issue and it was hard to do technically (we needed all activity on the page to stop, so we can seamlessly move the old contacts to the new system) we did not prioritize.
We are sorry for any inconvenience.
I hope that the convenience of the new system, being able to just reply and archive the emails in whatever way you choose, going forward, will make up for this to a large extent.
(Edited)
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ACT_1

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Add "New Contact Us experience" link to
https://help.imdb.com/ ??
- - -

"Help Desk"  not found here ??

https://getsatisfaction.com/imdb/topics/upcoming-changes-to-several-imdb-features-du6man1opd5q0
Ongoing changes to several IMDb features
Posted 6 months ago
by Col Needham
- - -

Only Pros get Email support ??
That's to keep some things hush hush


https://help.imdb.com/

IMDbPro member support
Contact support staff 7 days a week
• Need more help?
Email the customer service team with any question
receive a response within 24 hours
- - -

IMDb general support
Our support community is always around to help
• Need more help?
Visit the official IMDb support community powered by GetSatisfaction.
- - -

I had in my Help History old official information
that I could post in a new message long after
for another User asking about that topic
- - -

"IMDb general support
Our support community is always around to help"

Idea Board : ·  Page 9
https://getsatisfaction.com/imdb/topics/-provide-us-with-the-following
April 10 2018

Still waiting for Staff (?) to reply (with a Yes or No)
Too many Polls there push IMDb Ideas way back

- - -

PS: I am Not a Pro

ACT_l
IMDb member since Sun Apr 30 2000
https://www.imdb.com/user/ur0706096/


(Edited)
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ACT_1

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Idea Board:

https://getsatisfaction.com/imdb/topics/-trivia-pages
[ Trivia Pages ? ]
Posted 4 weeks ago
No reply

- - -

Some Users asked about the Number added to their User names ...
I replied with

28 Sep 2009 10:59:19 AM
 Hello Thanks for your message.
 If a nickname is already taken,
 the IMDb userreg system now picks a nickname for the user,
 using their desired nickname and a specially generated number.
 That is why you are suddenly seeing a lot of new users
 with strange looking numbers in their IMDb nicknames.
 Many thanks Regards, Alex The IMDb Help Desk

- - -

IMDb probably has the 266,164,000 messages posted Aug 6 2002 ... Feb 20 2017
from the Old Message Boards
backed up on a few 51⁄4-inch (133 mm) floppy disks
You could search those for more of my Help Desk replies ??

- - -

(Can not EDIT above message to add this)



(Edited)
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Peter, Champion

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The old help desk was "hidden" from users in the same way. If anything, the new one is slightly more accessible.
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Peter, Champion

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This help page on company name corrections refers to a "field", but shouldn't it instead direct us to the contact form?

https://help.imdb.com/article/contrib...
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Lina, Official Rep

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Thanks for flagging this, we will have a look.
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Joel, Employee

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Hey Peter,

Thanks for letting us know - I've updated this now!

Joel
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Dave Parker

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Why am I getting copied on All responses, conversations that I’m not and don’t want to, nor need to be involved in?

Please take me out of this correspondence.

I just want to know why, now I updated my email address, I’ve lost all my history.
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ACT_1

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Why am I getting copied on All responses,
conversations that I’m not and don’t want to, nor need to be involved in?
Please take me out of this correspondence
by Dave Parker
Joined on April 23, 2018
https://getsatisfaction.com/imdb/people/dave_parker_ktoi9lqopyikn

- - -

? ?

Click on the   [ UNFOLLOW ]   button top of mesage page
turns off email notice of This thread



(Edited)
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ACT_1

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Message from IMDb.com
Welcome to the official IMDb community,
where you can get answers from customer service and IMDb members

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.

http://www.imdb.com/helpdesk/contact_form?subject=GS%20fallback

which goes to

https://help.imdb.com/contact?subject=GS%20fallback


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Lina, Official Rep

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We have updated the link, thanks.
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Reeltor

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Hello
I contacted IMDb staff through the helpdesk communications on April 23rd and I got a reply earlier today from the a do-not-reply email meaning  I got this link http://www.imdb.com/helpdesk/thread?tid=17811201#19205070

But I can't access it. Could you send me the response via email? It was about several images wrongfully declined because 'badly formatted' and since there are a lot of contribution links, I hope i don't have to re-send you my message.
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Claire, Official Rep

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Hi there,

I've sent a new copy of the reply directly to your email.

Let us know if we can offer any further help.
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Reeltor

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Thank you Claire!
(Edited)
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Adrian, Champion

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Am I the only one that isn't getting any response from the new email way of doing things? I've put in three end year corrections (The Librarians, Ash vs Evil Dead and I can't remember the third) and I've gotten no emails from anyone and none of the titles have added and end year.

I also had a couple of old support tickets that were right before they cut off the old system and I never got to read the responses that were posted.
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Lina, Official Rep

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Sorry to hear that Adrian. We've experienced some teething issues with prioritization of emails... the team will look into your contacts and reach out,
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Adrian, Champion

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Hi Lina,

I use different emails for Get Satisfaction and IMDb contributions. I had to change them because I no longer got emails from Get Satisfaction. Let me know if you need the other email.
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Lina, Official Rep

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Let me know if you need the other email.

yes, that would be helpful.
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bderoes, Champion

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I submitted a bad-Amazon-link request through the system, and didn't find the form very appropriate.
I got a positive response from the Help desk, but you may want a better chain of events for the contributor. Here's what I did:
1. Searched Help for "bad link amazon video"

None of the choices looked particularly promising. I'm not sure which I selected. Eventually I got to the Contact form and made the following selections:


I looked at other selections, and none really fit the bill. So I added the info I thought necessary under these questions, namely:
What update are you requesting: correct bad Amazon video link 
Video type: 
Video ID: 
Explanation of the problem: 
On title page 
https://www.imdb.com/title/tt0040876/ 
for a 1948 film, 
Watch now on Amazon with Prime Video 
goes to a 1921 film 
It should go to ASIN B003Y5RLGE 
IMDb has plenty of bad Amazon links. If you're not going to create a Contributor (Edit Page) method for addressing it sometime soon, you might want to add a specific form to the Contact Us system for it.
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Lina, Official Rep

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Hi.
Thank you for your feedback.
The way to submit these is via this route:
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bderoes, Champion

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Lina,

Then maybe add the word "Amazon" in the heading "Title purchasing links". For instance "Title purchasing link at Amazon". This is 7th of 9 choices. I didn't select Title to begin with, but scanning that list, this choice still didn't pop out.

You might want to add that form to the Images & Video choices too. Because I wasn't thinking "purchase Title". I'm a Prime member, so I don't purchase the videos I watch there. They come with the membership.

Also, the Help Hub needs to give a better result. Look at what it gives now. Possibly because there isn't a Help Hub page that addresses this yet? 
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Lina, Official Rep

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Thank you for the continued feedback. We will modify to make it clearer and look into the help search.
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Jeorj Euler

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"An error occurred when we tried to process your request. Rest assured, we're working to resolve the problem as soon as possible."
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Lina, Official Rep

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Hi. Can you please let us know how/where did you get this error?
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Jeorj Euler

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It was on the contact page, but it only shows up when the ad-blocking add-on is enabled. So, the problem is basically solved. I didn't think about the solution until a while after posting the message here.
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Lina, Official Rep

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Thanks for clarifying and letting us know it works as expected.
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ACT_1

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@ Lina, Official Rep

I do not use ad-blocking.

Why does this block IMDb information (not ads) You could fix this ??

- - -

https://getsatisfaction.com/imdb/topics/cannot-read-reviews-for-infinity-war?topic-reply-list[settin...

Cannot read reviews for Infinity War
by Robin Errin
Joined on April 30, 2018
- - -

Col Needham, Official Rep
Please see
https://help.imdb.com/article/imdb/general-information/why-is-imdb-displaying-differently-on-my-brow...#
(and note the point on ad blockers).

https://en.wikipedia.org/wiki/Ad_blocking

https://en.wikipedia.org/wiki/IMDb
In 1998, Jeff Bezos, founder, owner and CEO of Amazon.com,
struck a deal with Needham and other principal shareholders
to buy IMDb outright for approximately $55 million
and attach it to Amazon as a subsidiary, private company

PS

I have never purchased a product or service from reading WWW ads


(Edited)
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Lina, Official Rep

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Please post this feedback and details about your browser settings (no add blocker) on the original thread https://getsatisfaction.com/imdb/topics/cannot-read-reviews-for-infinity-war. Thanks.
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Jeorj Euler

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This is kind of cool, but I don't exactly appreciate the data loss in regards to the "My Contact History" inbox.
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Peter, Champion

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I noticed that the replies I get to messages from the contact form now say:

“Please don't hesitate to let us know via the Contact Form if you have any further problems.”

It isn’t mentioned that I can reply by email, and I might not have thought I could if I hadn’t seen the annnouncement. Do you prefer if we don’t reply by email?
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Jeorj Euler

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Apparently it is okay to reply via email.