Dear IMVU Customer Service,

angel under arrest for whatDear IMVU Customer Service,

If you have having trouble reading this message you can also see it online at https://imvutips.com/2014/06/16/angel-under-arrrest-but-for-what/ (btw I’ve had over 60,000 users on my website and 100,000 page views in the past year!)

profile glowing white sexyAbout 2 hours ago you took down my profile picture stating that it was reported by an IMVU user as violating the IMVU Terms of Service. I’ve put it back up and linked to it here for you. http://wp.me/a1YXed-24J It’s a picture of an ANGEL!

I really want to know what is it in the profile picture you took down that violates the terms of service. Is it the halo or light around the head of the ANGEL or is it just that a Satanist doesn’t like angel pictures? Before this one I had a picture of my fiancé and I kissing that had no body parts in it at all. Both would clearly be considered GA by any human being actually looking at them. I’m making this ticket public and will post your answer too. Sometimes I just think it takes some attention before a problem gets fixed.

I’ve pointed this out before because Imvu trains their users to hate them with non specific violations of vague rules but this is just such an obvious case of the system being screwed up. I’m honestly not trying to attack you, I want the system to be successful and grow. I want everyone here to enjoy it safely. I don’t want IMVU to get a bad reputation either. I understand the importance of guidelines and of enforcing them. What I don’t understand is how you expect users to modify their behavior when you give such intentionally vague messages. It’s like getting a ticket without saying what they did wrong or even where you broke it, just you did “SOMETHING” wrong. Sometimes maybe it’s obvious but this clearly shows the ridiculousness of the system.

Their response (and an enlarged picture of the profile)

Hi Kaitlyn,

Thank you for contacting IMVU!

We apologize for any inconvenience. We understand your concern and we will be glad to look into this.

Please be advised that the reported photo violated the Minimum Coverage Guidelines (MCG). It is because of what the avatar is wearing. It is a see-through top that shows the breast part if you look at it more closely. For information about MCG violation, go to: http://www.imvu.com/catalog/web_info.php?topic=mature_content_policy

We would like to inform you that all the reports submitted to us are being carefully reviewed and investigated by the proper department before it reaches a verdict. We do not tolerate nor give courtesies to any users found in breach of IMVU’s Terms of Service. We also have violations for those users who are inappropriately flagging other users and we are more than willing to take it against them if found guilty.

Due to privacy and safety issues, we cannot disclose any information about the said reports (name of reporter, copy of flagged photo etc). We appreciate your understanding regarding this matter.

Should you have any other concerns, feel free to visit our Knowledge Base to find answers to most of your important IMVU questions. Just go to http://www.imvu.com/help or click on the Help link located on the upper-right corner of the IMVU webpage and 3D chat client. For anything else, please don’t hesitate to contact us again.

Sincerely,

Hannah
Customer Care and Education
IMVU, Inc.

Dear Hanna,

I realize that’s a canned answer designed to hopefully just get people to go away. But this is being shown publicly. So please take at least a few seconds to look at it before you just spew incorrect answers, because I’m not trying to make you look bad.

I’m including a blown up image of the profile picture to make it easier for you to see. Please look closely because there’s clearly no transparency or anything showing WHAT SO EVER!

Further, it was FLAGGED AGAIN! So this issue is clearly relevant. IMVU said TWICE that they agree with someone that this picture is inappropriate and we all really want you or a supervisor to explain why you flagged this picture, not once but TWICE!

If you want to hide behind anonymity then you have to provide some review which imvu clearly isn’t doing. You can’t simply allow people to anonymously take down other people’s pictures for NO REASON! Maybe we should complain about a default picture and see if you take that down!

So again, please explain what is in appropriate about this picture!

ENLARGED profile glowing white sexy

6/17/14 9:15pm Update. They didn’t answer the customer service ticket, but they did take down the profile picture for a THIRD TIME within 48 HOURS!

Added to the Customer Service Ticket:

12 minutes ago IMVU claimed my profile picture was inappropriate for a THIRD TIME! I replaced it again and will keep on replacing it until you provide a satisfactory answer. I’ve enlarged the image to show you as clearly as possible that there’s absolutely no nipple visible at all.

You clearly think something is wrong though or you wouldn’t have removed the same picture three times in 48 hours! So I’m simply asking you WHY?!

6/18/14 It’s been two days since the canned response so I used the live chat and they said they would escalate it and someone would get back to me today. That was this morning and it’s 11pm and of course nothing. I understand having limited resources and will be patient. At least it wasn’t taken down again today.

7 responses

  1. yea, i don’t think they really check when someone files a report… they just automatically take things down. I guess because they have limited staff, they can’t review every complaint, so they just auto take things down. so annoying people can take advantage of that. the executives at google can never visit Italy now because someone posted an offensive video on youtube, and because youtube took an hour to take it down, the italian courts ruled that because even allowing the content to stay up for an hour was illegqal, and since google owns youtube, the executives are responsible for the offensive content and held the executives criminally responsible. so if they ever visit italy the google employees will be thrown in jail. I think imvu is just trying to avoid that. the whole thing sorta sux for everybody involved.

    June 17, 2014 at 5:01 pm

    • You think they take down ANYTHING if someone complains without even reviewing it because of LAWYERS?! I understand being safe rather than sorry, but they can’t both not have any review process AND also not have any appeal process at the same time, on top of being totally anonymous/secretive!

      June 17, 2014 at 8:29 pm

  2. Pinklollie

    Hmm…Maybe you were attacked by a jealous individual…? I have a friend with her profile pic with only a gem covering both her nipples(I never felt disturbed by it anyway)… And she never changed her profile pic since I added her…I believe it was never complained by anyone..

    June 18, 2014 at 11:53 pm

    • Yes it’s someone attacking anonymously and it shows that IMVU doesn’t review the complaints, just accepts and acts on them. Even if you’re asking customer service they just keep accepting it over and over regardless of it’s validity. It wasn’t just one that slipped through the review. They did it THREE TIMES!

      June 19, 2014 at 10:12 pm

  3. Just be careful. They do have a God complex sadly but a lot of it comes from having sponsors and needing to comply with the fcc. And truth is they are too few to lord over so many. It is fun and has been my home for 6 going on 7 years. If you say your piece and prove your case they do listen. But they have no sense of humor lol and sometimes act like a man and are unreasonably stubborn! I agree with pink that someone flagged your picture out of spite or stupidity, perhaps they will agree and drop it. Wishing the best and sending all my love!!

    June 19, 2014 at 8:41 pm

    • You’re right they certainly have a God complex in full bloom. I’m trying to get to that point. All I’ve gotten after going around and around on it is that the angel pic is AP so it’s inappropriate. It’s not AP but that doesn’t seem to matter to them! They just say it is, so it is, regardless of the facts or the picture or their definitions.

      June 19, 2014 at 10:04 pm

  4. Pingback: Does IMVU Customer Service retaliate when people complain? | Kaitlyn's IMVU Tips

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