Help is no help

  • 1
  • Problem
  • Updated 3 years ago
  • Not a Problem
On this page:
http://www.imdb.com/help/?ref_=nb_hlp
is found this link:
"Current/known site issues"
which takes the visitor here:
http://www.imdb.com/help/show_leaf?currentissues&ref_=hlp_brws
on which is found this link:
https://getsatisfaction.com/imdb/problems/common
which takes the visitor here:
https://getsatisfaction.com/imdb/topics?topics[type]=problem
which is the general entry point for the IMDb section of GetSatisfaction and has nothing to do with current/known site issues.
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markfilipak

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Posted 4 years ago

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Michelle, Official Rep

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Hi markfilipak -

Instead of posting current issues on the IMDb site, we are now posting these widespread Known Issue notifications within our IMDb Get Satisfaction Community.  Being able to post these notifications on Get Satisfaction allows our users to track the status of issues and allows them to ask questions or post additional details of the issue when applicable.
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markfilipak

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The "Current/known site issues" links takes users to the general IDBb portal that currently has 15527 threads. Do you really think that "allows our users to track the status of issues"?
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markfilipak

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Michelle, Official Rep

Instead of posting current issues on the IMDb site, we are now posting these widespread Known Issue notifications within our IMDb Get Satisfaction Community.
Sure. Take people to GetSatisfaction, but take them to a somewhere where the subject actually is "Current/known site issues".

IMDb promises to take visitors who have site issues to a place where there's "... a list of current/known problems reported by our users and their status...". But where does IMDb actually take them? It takes them to the "All Conversations", general entrance:
  • Conversations: All
  • Conversations 1 - 20 of 15527
That doesn't help the visitor who has a "site issue".

How does this: "How do I delete/correct an incorrect title picture? The live-action film _Rikki-Tikki-Tavi_ (1975) (originally Russian _Рикки-Тикки-Тави_) ha..." address the needs of someone who seeks help with the site?

How does this: "Movie Picker Search Engine I need an app that can help me pick which movie to watch by entering genres, actors, theme..." address the needs of someone who seeks help with the site?

How does this: "Crashes on start up iPhone 4s running iOS 7.1.2; version of app dated 15 June 2015 will not run; crashes on startu..." address the needs of someone who seeks help with the site?

Those are just the first 3 of those 15527 posts. Is that help? Are people who seek help with the site to be expected to wade through 15527 posts, 99% of which are not about site issues, but are about personal issues regarding how the IMDb represents (or misrepresents) someone in the film industry? I think not.

If IMDb is to address "Current/known site issues", then it needs a dedicated forum that addresses "Current/known site issues".
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bluesmanSF, Champion

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Peole choose the category when they post. Frequently, they post a question as a "problem" and vice versa. It's probably better to just land on the forum.

I've had one or two site issues in 15 years. No one has as many issues as you do...don't know what to tell ya.

But, this site, indeed has a dedicated category. It also searches titles for a post and offers you suggested threads with similar subject matter, which is better than the current options on site. So that's why you land here...the most appropriate place.
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markfilipak

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bluesmanSF, Champion

Peole choose the category when they post...
But when people click "Current/known site issues", they don't expect to post anything. They expect to read about "Current/known site issues". Here's the actual wording on the actual http://www.imdb.com/help/?ref_=nb_hlp page:

Help Sections/FAQs
It is headed "Help Sections/FAQs", but it takes people to the general forum entry. That's not helpful. That's my whole issue here.

Regarding my problems with logging in, I am far from the only person. According to this page:
http://www.imdb.com/helpdesk/login_problems
there are "385 open requests".

On this page:
http://www.imdb.com/
This link:
Help
goes to this page:
http://www.imdb.com/help/?ref_=nb_hlp
Where this link:
I am having trouble logging into the site with my username/password?
goes to this page:
http://www.imdb.com/help/show_leaf?incorrectpassword&ref_=hlp_brws

There is actually no help there for people who can't log in. It claims to give help, but the help doesn't help (it doesn't work). The only thing a person can rationally do is click " Current site issues". Guess what path that puts the person on?

Why doesn't http://www.imdb.com/help/?ref_=nb_hlp have a link to
http://www.imdb.com/helpdesk/login_problems?
(Edited)
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bluesmanSF, Champion

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I understand. They might, as I said, miss the site issue they're looking for if someone posted it as a "question." People don't always use the categories right, though staff can correct them, but they don't always do so. I good example is, you've reported this as a problem, though it works as intended and isn't one. You're really saying you'd like to see it done differently. So, you should really be posting this as an "idea" for them to consider a change. Others can then vote it up if a good idea and add their input. Mine would be, if it led them straight to the "report a problem" section, they might miss a discussion. When a problem occurs, there's usually a flood of reports, as questions, ideas, everything. It's probably difficult to change them all while trying to fix the problem.

As to them not expecting to post...they don't have to. If they search the problem, the forum offers them similar/same topics in progress. They can usually just read. Since this is where problems get reported now (instead of private message via Help Desk, as in the past), it makes more sense for them to come here. Staff doesn't need to have page where they repeat the information as it's all out in the open here on not just sent to staff on a form.

As to problems logging in, there are many reasons for it. It doesn't necessarily mean there's one or more known issues. But if you try to log in, you get an option to report log in problems (account related issues should not be discussed on a public forum as the person needs to prove ownership of the account with private info). You asked why the FAQ's don't include log in problems...I believe it lists the most frequently asked questions. "I forgot my password" and "I don't know what email I used" are probably not among the most asked.

This forum is new(ish) and is now the "contact" point. It gives:

If you are a registered user but are having problem logging in, or if you're experiencing difficulties while registering as a new user you can use this special form to contact us. Please note that this form must be used only for registration/login problems. Every other type of feedback sent through this form will be discarded.
For log in problems. If you feel the other page should include this, suggest it via an "idea" thread. I am sure it'd be a good idea that was simply overlooked.

Out of millions of user making 200,000,000 site visits per month, a queue of 385 people who can't log in doesn't seem like much (especially when you throw out the self-inflicted issues). It doesn't indicate to me there is a site-wide issue going on.

But, as I said, if you have good ideas, the thing to do is suggest them to staff. That's also what this board is for.
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Nobody

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See also:
  
www.imdb.com/board/bd0000043/nest/263931641

This page contains a broken link:
  
www.imdb.com/help/show_leaf?currentissues
The broken link:
  
https://getsatisfaction.com/imdb/problems/common  ("Page not found")
(Edited)
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markfilipak

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I confirm that https://getsatisfaction.com/imdb/problems/common  returns "Page not found".