Posts tagged “customer service

My discussion with “Jeff” the Head of Customer Service at IMVU

head of customer service at imvu
Dear Jeff,

Thank you for taking the time to talk to me, but like I said at the end, thanks for NOTHING! Because you and IMVU clearly don’t care about your customers or your community. I guess what they say about absolute power corrupting absolutely, is true here as well. Oh that’s not totally true. Thank you for giving me permission to post the video.

Kaitlyn: I don’t mean the text
Kaitlyn: I mean the full video
Jeff: ok.

Direct link for the original higher quality and more readable bubbles: https://imvutips.files.wordpress.com/2014/07/hour-long-discussion-with-jeff-director-of-customer-service-at-imvu-2014-07-29.wmv

Unfortunately nobody’s “Judgement” is perfect and I understand that. You yourself said it’s an “inexact science.” The problem is that you don’t have any way to deal with this gray area other than attacking the customer until you beat them into submission and force them to not only follow the Minimum Coverage Guidelines, (MCG) but your “judgement” which you can’t define or test for. The regular customer service reps don’t even want to admit it’s a “judgement call” and that isn’t mentioned in the Terms of Service or the messages when you take down a profile pic. You only quote the MCG and Terms of Service even though you can’t tell if the picture follows it or not.

Yes people do like IMVU, but eventually everyone hates the company that enforces rules but doesn’t follow them, and acts like GOD. A real customer service rep would have apologized and diffused the situation, not attacked and insisted the customer was wrong with form letters. I love the people in here, I like the system, but I HATE the company and their (your) GOD complex, and your consistent approach of just attacking the customer and acting like there is no gray area, but they’re just wrong. You say it’s an “inexact science” in your first messageyet you don’t have any way to appeal this mysterious “judgement” or “inexact science” and don’t have any way to allow for mistakes or anything in the gray area, other than attacking the customer and saying they’re wrong until they go away. And you wonder why people don’t like imvu customer service or the company?

I thought as the Head of Customer Service at IMVU you’d be more than a robot, simply saying the customer is wrong, the customer is wrong, the customer is wrong. You disappoint me and only reinforce why I hate the company. Maybe that’s a good thing because there has to be some place for people to voice their frustration about IMVU. Like I said “Thanks for NOTHING!”


IMVU Customer Service is nowhere to be found

bad-customer-service-3I filed a complaint about ongoing HARASSMENT in IMVU which their terms of service says specifically is not allowed. I filed it on June 30th, and since then I’ve called twice and used the Live Chat (which seems even more ineffective) and every time they promise to “escalate” it and I’ll get an answer within 24 hours. 18 days later, I’m still waiting for their first response. They haven’t even sent me their dumb form letter saying how sorry they are that I feel this way. Not a word for two and a half weeks.

I understand outsourcing your customer service, but you would think harassment would be one of the higher priorities, and yet despite repeated calls and chats they can’t even be bothered to reply let alone solve anything. IMVU’s a great system, but the company behind it is killing it, not to mention attacking their own customers. They’re quick to crucify their customers and slower than slow to respond to help them.


Does IMVU Customer Service retaliate when people complain?

IMVU Customer Service Complaint Department
I filed a complaint at IMVU because the angel profile wasn’t AP and they took it down. The rep responded with an arrogant YES IT IS AP and I got two more anonymous complaints. Each time I put it back up. Hanna was apparently away for a couple days and when she got back, she responded to my ticket and I got a fourth complaint. A couple days later, I write back and suddenly get the fifth “anonymous” complaint.

I’ve had a lot of sexier profile pics since I started here and in three years only got a couple complaints. Now nine days I have FIVE complaints about one of the least offensive pictures I’ve used. I haven’t had any issues with people, I’m about to get married in here. Things have never been better. The only issue I’ve had has been with Hanna in IMVU Customer Service. And every time I add to the complaint ticket or get a response I get another complaint.

be very careful complaining about imvuDoes this prove it’s from IMVU, I don’t know. IMVU is the most closed, anti customer organization I’ve ever dealt with. They don’t tell you what was wrong, who said it was wrong, or give you any appeal process. And it seems like if you do say anything to them, you mysteriously keep getting attacked. I wouldn’t assume it’s all IMVU reps or their policy, but I guess we’ll find out based on how they respond. If they bury it, and insist it has to remain “anonymous” there’s probably a reason for that and it’s probably either sanctioned or part of their policy or so prevalent that they don’t want to admit it. If that’s not the company attitude they will open up and be more forthcoming.

If the company does show the details of the complaints I won’t do anything to that person and promise to respond respectfully and in love. My family name is LYN which means Love Your Neighbor, and I’ll respond as such. But to do this to one of their biggest supporters is just stupid beyond measure. I’m boycotting the company, not buying any more credits for myself or friends and adding to the complaint section of the website as much as possible in the mean time.

The only reason I’m in IMVU is the people, and my friends. Otherwise I would already be in 2nd Life!


Warning: You will HATE IMVU eventually!

kait imvu dreamingIMVU itself is great, but the corporation and customer service in particular seems bound and determined to make No matter how much fun you have in here, you will at some point

I don’t work for IMVU (that’s never been more obvious!), I just made this website because I LOVE IT. I’ve had 193,465 hits on my website, given out 6,805 gifts and spent over $8,000 in the past two years on credits directly at IMVU (not counting resellers). I’m head over heels in love and getting married in a couple weeks in here! I’m nothing if not one of their very biggest supporters anywhere and it breaks my heart to say anything bad about any of it. But the bad guy isn’t the one pointing out the problems, it’s the people that ignore them.

I don’t know how else to say it but, I have never seen a corporation so determined to attack and hurt their customers. I understand the need for rules and the need to enforce them. I understand being spread thin and needing to handle support as efficiently as possible, but after the conversation (I’m not sure the Live Help is really a live person or can be called a conversation) I had today with Matt, I considered a number of options but decided it was long past time to make a section of the website for IMVU Complaints. I Love the people here more than I can possibly explain, and I love the system. And there are probably some good people in the corporation, but the corporate attitude is extremely antagonistic toward their customers.

horseback riding in imvuI guess the down side of it being so good is that they end up feeling like they can do absolutely anything at all to even their best users and act like they can never leave. Well they can and even if it’s growing it’s not growing like it could if they were doing it not right, but just less vindictively.

I’m making a place for users to complain anonymously and to talk about the IMVU issues not because I hate them or am trying to hurt them, but because I care, even though they don’t seem to. Maybe they’ll reach out and try to improve things. Unfortunately there’s probably an even greater probability that this will piss them off and paint a target on my back. If that’s the case, the gloves really come off and the whole website becomes this section and I’ll be free to post even more things.

Just the fact that there are complaints does NOT mean that it’s bad. Take anything you read online with a grain of salt, even this. Look at this just as an outlet for venting. I’ll start out a little and just so you know, the next couple posts may be complaint related items as well.