Maybe they should follow the IMVU model. Apple babies it’s developers. They should be attacking them and blaming them for things, not making it easy for them. Apple should institute the three strike rule and if three bugs are found in developers apps then they should be banned for LIFE!
Apple should allow the things they don’t want to go through so that afterwards they can attack the programmer for doing it. Apple should make vague rules and change them as they go, and enforce them without any recourse or appeal process. Think how much more money Apple could make if they charged the programmer 100% of the sales for any programs sold that had bugs in them!
Maybe even better, if they find a programmer with bugs in his or her programs they should ban that programmer and still sell all of that programmers other programs and keep all of the funds for themselves! Since they’re making so much money from users complaining about anything they should also allow users to file totally anonymous complaints against their programmers and assume they are guilty until proven innocent, because the more programmers they ban the more money they make!
I was going to add a developer section to the website. Unfortunately the most important advice I have for you if you’re interested in developing is to use other accounts so that when you do get attacked (which with IMVU seems to be just a matter of time) they can’t steal as much from you.
Unfortunately in IMVU the more items you have made, the more at risk you are for getting complaints about things that might or might not even have been objectionable. Someone can just get mad at you because of some honest misunderstanding or a bad breakup and all of a sudden you are getting complaint after complaint and getting kicked out of the system you were trying to support.
Apple supports it’s customers and especially it’s developers way too much. It should do anything and everything to enforce its morals regardless of how much it hurts it’s supporters and its community. It’s all about money to IMVU and that’s how they make money (in the short run). Sure in the long run it hurts their community much more than it benefits them but new tech companies don’t make money because of the size of their user base or community, it’s just short term revenue. Oh wait tech companies do make much more from the size of their user base just than the actual revenues, at least the smart ones do.
In the USA some states are no fault states. That means they don’t determine fault in an auto accident. IMVU Is the same way. No matter what happens, if you have to leave quickly, or your partner crashes or says the wrong thing or is away for a while… Anything like that, you can’t blame anyone. It’s just part of the flexibility you have to have in here.
It’s nice to say you’re sorry if something happens, but if they don’t don’t place any fault. Everything is so voluntary here if you blame someone or hold somebody responsible and give them a hard time, it’ll only hurt you and your relationship with them.
So try to be very excepting, and nonjudgmental. That’s a good word for this place, non-judgmental. You can’t judge anybody about basically anything in here. For better or worse, It’s kind of the wild West in some ways, in that anything goes!
No matter what the issue is remember the one answer and response that you need to have, is to love the other person more than anyone else! If you always have that attitude it will always be fun and things will work out in the end.
This is a little different with the IMVU corporation though. While nothing is ever their fault, you will certainly be blamed for anything and everything, whether it’s your fault or not. You can follow their terms of service to the letter and still be attacked over and over again and don’t ever expect the IMVU customer service to do anything but attack and blame you!
You can prove that they are wrong and they will simply ignore it and continue to blame you until you give up and admit that YOU were wrong. I don’t want to vent too much about them in this post, because this isn’t a complaint but trust me on this. You will eventually hate the IMVU corporation.
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
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!”
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.
Does 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!
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.
I 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.
If you have a child or dog and you punish it without without explaining what you are punishing if for with unspecific rules and do it inconsistently, they can’t improve and will only grow to hate or resent you.
If a teacher graded your paper and didn’t mark what was wrong but just said something was wrong so you fail, how would you know and do any better next time? Sure sometimes you may know what it is. But their rules are intentionally vague and they don’t tell you what you did wrong on purpose so you can’t dispute anything.
To make it worse, imagine if you were failed out of the course if you got three things wrong. They don’t tell you what was wrong, just that you failed. That’s pretty much what they do. They are the judge, jury, and executioner and they don’t even have the courage to tell you which vague rule you broke. Oh and of course there’s no appeal process.
They can and do, absolutely anything they want to, to anyone they want at any time. And if you are banned, they don’t give you your credits back, they just keep them, essentially giving themselves an incentive to ban their users.
It’s the most insane process I think they could possibly come up with. I understand the need for rules and the need to enforce the rules. But this insane way of enforcing non specific rules it’s as if they are trying to intentionally alienate and destroy their users. You are presumed to be guilty and there’s no way to know what violated the rules let alone any way to appeal it. I worry because I don’t think any business or organization can last with this attitude. Even if they don’t go under someone has to be able to do a better job and pass them.
I don’t say this because I’m upset at IMVU. On the contrary, I say this because I love this place and it hurts me to see practices that are hurting it especially when they are done by the people in charge. Make sure you backup your friends and contacts and keep an open mind to other programs too. To me this is the biggest weakness and drawback to the overall good IMVU system.
IMVU is always doing sales. Every time you turn around there’s another sale, and I get immune to them as much as you do. But they just put their best sale on till midnight today. Their sales range from 10 to 40%. They sometimes do a little more on grab bags or wacky things, but not on regular credit purchases.
I know you’re thinking, but you can get 50% or so off from resellers, and that’s true. But this sale can be more than 40% if you use it right. Let me show you! If you buy a smaller amount it’s cheaper to go through resellers and I’ll tell you more about using them another time. But look at the price for 300K, $120. Then add a coupon code of R8ZB513SJA for another $10 off and it’s only $110 for 300K. That’s significantly cheaper than the resellers, and the resellers are fine but I think there is an advantage to buying from IMVU directly too.
If you’re really not serious don’t buy such a big block of credits. But if you are serious I’m going to tell you something else that I’ve never seen anyone else say but might make this more fun for you. I used to buy credits as I needed them, then moved up to getting 100K at a time. I’m not rich, but I knew I was going to use them and it seemed like the smart way to do it. I made some mistakes with some resellers and I always dreaded having to recharge. But when I started buying them 300K at a time from IMVU I found something a little surprising, that it’s a LOT more fun and freeing not having to watch your credits constantly.
You don’t have to buy a million credits to feel rich, but you really do feel rich in a sense when you have several hundred thousand. And that freeing feeling makes the whole experience here actually much more fun. I’m not in IMVU’s pocket at all. I have plenty of issues with them. But my goal is to make this place fun for you and show you how great it can be. So think about it. And if you buy anything over $50 use the discount code R8ZB513SJA. I’m going to keep that in the right margin of the site and update it with new codes as they expire, in order to be a resource for you.
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I love the IMVU Corporation, but I do NOT work for them and have to be honest. I’ve never seen a company that seems to care less about it’s customer at times. I’m not trashing them, but my personal experience with them has been less than perfect. It seems to me, like they tend to act like they’re god and the customer is never right. Their toll-free (in the US) telephone number is: 866-761-0975. The only local number I could find is 650-646-3244. They want you to open a trouble ticket for things rather than talking on the phone but if you’re able to talk on the phone that seems to work much better in my experience than trouble tickets, although if it’s not a billing issue they try to push you to just a trouble ticket.
I have found that if you politely and patiently persist and refuse to give up, they sometimes relent because I think they may get graded by the amount of calls they handle. So if you take forever they might feel more pressure to resolve it for you. This may not be easy if you’re outside of the US, but you might be able to use Skype or a service like that to access their toll free number and call them inexpensively. Unfortunately it’s never easy to deal with them and they act a little like a monopoly so good luck with any issue.
I thought buying from IMVU directly instead of going through a reseller would be easier. They had a sale last week and I bought 300K for $120. I’ve never bought anything over the internet that made it as much hassle as this. You would think I was trying to buy $10,000 of computers and shipping them to a mail box address in another country, the way they treat you. They can be such Natzi’s in their attitude, and they honestly act like they don’t care about what their members think about them at all. Like they are God and you are guilty until proven innocent, even when you’re trying to PAY THEM.
Sorry to vent a little… On the other hand I have paid for credits from a reseller (Sphinx Credits) and they never provided them and IMVU flatly refused to even get involved. Sphinx Credits is criminals and are hurting IMVU and there’s a reason why they don’t have a phone number or email address on their website! Buying credits in IMVU can be such a royal pain.