How to receive consistent support from imdb?

  • 3
  • Question
  • Updated 2 months ago
  • Answered
I have been unable to receive consistent support from imdb customer service.  I have an issue with my program, and get nothing but copy/paste responses from a different rep each time.  How can I reach someone that I can have a conversation with to resolve my issue?
Photo of Tom

Tom

  • 7 Posts
  • 9 Reply Likes
  • extremely frustrated

Posted 2 months ago

  • 3
Photo of Ed Jones(XLIX)

Ed Jones(XLIX)

  • 22356 Posts
  • 26589 Reply Likes
Tom.
Hi.
You may contact IMDb directly at........https://help.imdb.com/contact

Photo of Tom

Tom

  • 7 Posts
  • 9 Reply Likes
Unfortunately, no.  That form sends to a group mailbox, from which you cannot contact the same person twice, and the preferred response is a form letter.
Photo of Steve

Steve, Official Rep

  • 1795 Posts
  • 1405 Reply Likes
Hi Tom,

Our team has all previous messages available when you reach out. You can feel free to elaborate here and we can look into this for you.
Photo of Tom

Tom

  • 7 Posts
  • 9 Reply Likes
Thank you Steve-

I am the Executive Producer of Family Classics, a long-running movie showcase airing on WGN-TV.  For several years now, I have been adding episodes to imdb as they have aired, and have had no problem getting previous submissions accepted.  Unfortunately, I have recently run up against a brick wall in getting the latest episodes added.

I attempted to add them in December, only to have them declined due to lack of supporting evidence.  There was no explanation of what was wrong with the support submitted, only a cut-and-paste instruction to read the guidelines.  Please note that these episodes have been submitted with much more documentation than any of the previous episodes that had been added without delay, including one earlier that same month.  I have resubmitted multiple times, each time with additional support, only to get the same, cut-and-paste, response.

One editor suggested that the new episodes should be added separately, and not as part of the long-running series, a matter that had been discussed with imdb, and rejected, a couple of years ago.  Although Family Classics did have a hiatus, the current seasons are a continuation of the original series, with the original set and music, only a new host (in the same way that the first host was replaced after his death years ago).  This should be treated the same as Will and Grace or the X-Files, both of which have additional seasons being added to the original ones after a lengthy hiatus.  It is a disservice to our viewers to separate the current episodes from the rest of the series.

Last month, I upgraded to a pro account, in the hope that doing so would give me improved access to customer support to get this issue resolved.  Unfortunately, it has not.  In fact, I am appalled at the difficulty of reaching someone that is able to resolve this issue.  It's especially frustrating that each time I try to make contact, a different person responds.

Thanks again for your help.

Tom Boyd
WGN-TV
Executive Producer
Family Classics

Photo of Tom

Tom

  • 7 Posts
  • 9 Reply Likes
Clearly this forum doesn't work any better than the contact form.  Guess it's time to cancel my "Pro" membership.
Photo of ACT_1

ACT_1

  • 4401 Posts
  • 5803 Reply Likes
Hey! Tom
  
115,320,000 Users have registered at IMDb
https://www.imdb.com/user/ur115320000

I do not know how many have Pro Accounts
IMDb may not care much if One Pro account is gone
If you have a Name Page you should keep your Pro Account
.

Photo of Tom

Tom

  • 7 Posts
  • 9 Reply Likes
They've made it very clear that they do not care in the least...
Photo of Ed Jones(XLIX)

Ed Jones(XLIX)

  • 22356 Posts
  • 26589 Reply Likes
Tom, Steve said he would reply.
Now I am as curious as you on the reply here.
I researched this and please take note of this.
ABC Saturday Night at the Movies (1998) (TV Series)
Saturday Night at the Movies (1974) (TV Series)
NBC Saturday Night Movie (2000) (TV Series) Starring Ryan Seacrest

All these have 0 episodes. There are other examples that have no episodes.
There are also examples of re-aired movies listed as a series episodes.
The first line of the episode guidelines can be interpreted one of two ways.

Since you add the series name, then a colon, and then the title, then that could be argued to be the title. But a case can be made because you are re-airing a movie that the title is not the same because there is a conflict of the actual movies title versus the series episode title. So IS IT really a new title at all? This is the conflict that arises in the first three underlined passages.

The last underlined passage. Airdate.
Since you are showcasing an already released at an earlier date movie, then a case could be made of a conflict of, episode vs. film release dates.

As I said, I'm pointing out these things because I can see both sides of this issue.

We have some series that have aired movies without the listings and some with the listings of the original title.

I believe this is what may be the hold up.

I cannot wait for a final determination and reply.

As for the obvious reference that you might make to MST 3000 or Elvra's series or the Turner series, I too would like a clear explanation of when and when not Movie Titles are acceptable as an episode title.

And I know you'll reference that they were accepted before, why stop accepting them now? They may have finally noticed. Who knows.
I would like as clear an answer as you do.


https://help.imdb.com/article/contribution/titles/episode-guidelines/GDF7HR6CCCBKU3CP?ref_=helpsrall#

A reprint with highlighted passages.

Episode Guidelines

Overview | Adding Episode Numbers | Things to avoid submitting | Re-ordering episodes with titles | Re-ordering episodes without titles | Deleting episodes

You can see a guide on how to add new episodes here.

A. Episodes - Overview
  • When adding new episodes to the database you must make sure your episode really is a new title, and that we do not already have it listed for that series (e.g. are you submitting an episode with only a release date? Do we already have this date associated with another episode?). If we have the episode listed, but with some incorrect information associated, you need to update the info of the episode already listed (remember to provide information for the changes you are making - it really does make things quicker.)
  • If it is genuinely a new episode you must provide at least one of these three pieces of information to identify an episode, with relevant web links to speed up the process:
    • The title: as it appeared on screen for that particular episode. If an episode title is not shown on screen, the given titles on the supporting press releases during their announcements or on their original digital TV listings are acceptable, however note that we don't currently allow episode titles to be added if they were retrospectively given (e.g. the "Twin Peaks" German DVD release titles). If the episode you are submitting has no title you should leave the Episode Title box blank on submission (but remember to include one other piece of information: original air date/episode number).
    • Original air date:  If you supply only the release date, Episode dated will automatically be generated for your episode .





(Edited)