Why don't IMDB employ more people to answer customers queries?

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Why don't IMDB employ more people to answer customers queries instead of fobbing us off with FAQ and hiding their contact details in the small print. Don't they make enough money out us?
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Oliver

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Posted 7 years ago

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Emperor, Champion

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Do you mean the question you asked 17 minutes ago or a larger issue?

On the broader front, IMDB direct people here and to the Contributors Help forums first because the users here and there can address the majority of concerns raised and then there are staff members around who will get involved, especially with issues that require their direct involvement. This means that most people can get help (or the start of the help process, as the first step is usually to tease out the information needed to answer the question) as quickly as is humanly possible. However, there are issues that only the helpdesk can deal with, like billing, and if it comes to that then someone will provide you with the exact link you need (which included specific custom titles that should speed up the processing). This is a pretty efficient process if you give it time, and nothing gets done instantly on IMDB (or anywhere else really).

On the more specific front: well I did say humanly possible. So just give us time...

However, if you mean why don't IMDB provide we champs with buckets of cash for helping out here, well that is a question for another day ;)
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bluesmanSF, Champion

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1. If the FAQ has the answer all ready for us, why pay some to paste it into messages all day long?

2. Most users don't pay anything. So, to pay for more employees, they'd have either charge you more (assuming you're implying you pay to use the site-though the services you pay for doesn't include having staff read off FAQ pages to you) from you or start charging me and all the other freeloaders.
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Oliver

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Emperor. Thank you for your prompt reply. What is frustrating is it is not clear that anybody from the help desk will ever see my question (my other technical question) let alone reply to it. I'm sure there are buckets available!

BluesmanSF. I don't have a problem with FAQs, it's great if you have a FAQ but I don't. If i was on a bus and the bus broke down i wouldn't expect the driver to ask the passengers to fix the engine. IMDB is cumbersome and needlessly complicated website, it takes 18 days to update basic information. I feel that for such a huge website there needs to be a clearer and more direct link to tech staff. At the very least not hide the contact details away. I am worried that somebody who is not qualified might give me a wrong answer and make matters worse. Filmmaking is my living and I need the information to be correctly displayed. I am also considering joining IMDB pro and wonder if this is a truly professional site or an organisation making a lot of money out of the goodwill of a number of it's members? I don't have a problem with the freeloading thing but they are still charging a fortune to upload photos and posters etc. I don't think it really is free.
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bluesmanSF, Champion

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I guess my point was more, since 99.999% of questions are answered in the Help section (or more), why pay someone to sit and answer them? There are staff for those other problems. By posting here, you're contacting them, including the creator of the site.

If you want to speak only to staff, privately, you can use the form linked for you on the main page of this forum. http://www.imdb.com/helpdesk/contact_...

Since most problems can be taken care of by simply looking in the help section, it makes good sense to send folks there first, as long as the link is there (and it is), in case it's not covered.

Most of the data on the site is here because of the bus passengers. So, yeah, if the bus breaks down, you probably need a mechanic. But if you are having trouble getting a credit up, you only need to ask one of the other passengers.

As to paying for photos and resume...you're doing exactly that. You're paying to get them uploaded and displayed. If that's not happening, for some reason, you certainly do need staff (I gave you that link). But, they'd be severely backlogged if everyone asking how to do a search, or how to merge the seven identical pages they just accidentally created, or how to edit the review they just posted, you'd be waiting a very long time (unless they hire more and charge you more).

I'd say it's quite rare a basic data submission would take anywhere near 18 days. The average is probably closer to 2 days to a week. There may have been some issues verifying if something takes 18 days. It happens, but that can't be the norm (it certainly isn't with those I've submitted).
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Emperor, Champion

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What is frustrating is it is not clear that anybody from the help desk will ever see my question (my other technical question) let alone reply to it.


The point of the system I describe is to only direct people to the help desk if they are questions only they can deal with, which increases the chances of a useful response. However, they are still having to cope with questions that are better dealt with elsewhere, so getting a reply from them is usually a slow process.

I'm unsure the helpdesk is the best place to ask a technical question, unless there are privacy aspects (hence the reason you'd need to contact them over billing). If there aren't, I'd recommend you ask it here.

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