An apology to customers for accidentally disabling accounts
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Brett VIP Club Member
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PostPosted: Sun May 27, 2012 12:05 pm    Post subject: An apology to customers for accidentally disabling accounts Reply with quote

Recently we accidentally disabled the accounts of some IMVU customers. To make matters worse, the e-mail we sent to these customers was unfriendly and incorrectly stated that IMVU’s Terms of Service had been abused.

On behalf of the company, I apologize for the poor customer experience we provided. We are taking steps to re-enable these accounts, correct the problems that lead to the accident and try to repair our relationship with these customers.

Some background…

IMVU offers a way for customers to earn free credits by participating in managed offers (http://www.imvu.com/earn/credits.php). Managed offers are things like surveys or videos that are provided by partners of IMVU. However, some customers had been trying to exploit these offers in ways that are harmful to our partners and ultimately, other IMVU customers. As a result, our partners asked us to stop the exploits and provided lists of accounts that appeared to be exploiting the managed offers.

We decided to disable these accounts. All of the disabled accounts were sent the following e-mail:

Hello, [avatar name]. We discovered recently that you have used your account to abuse our managed partner offer system for the purpose of earning credits. As described in our Terms of Service, this behavior is strictly prohibited. As a result of your actions, we have had to permanently disable your account. If you feel this was done in error, please contact IMVU support by clicking Help at http://www.imvu.com.

Thanks,
IMVU Customer Care & Education

However, we soon realized that a few customers in good standing with IMVU were included in these lists. Not only had we disabled their accounts, we did so with an unfriendly e-mail.

We want to correct this failure. Customer Service is prioritizing reviewing and re-enabling of accounts from anybody that has filed a support request. We are also trying to identify the accounts that were in good standing so we can reach-out and apologize to these customers. If your account was disabled by mistake, please submit a help ticket to Customer Service and give us the opportunity to correct our failure.

We are taking steps to ensure that we don’t repeat this failure. We are also changing our messaging to be more friendly, recognizing that we value our customers and that should be reflected in all of our communication, even when dealing with customers that have violated our Terms of Service.

Thank you for your patience and understanding, and thank you for continuing to be our customer.

Brett G. Durrett
CEO
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PostPosted: Sun May 27, 2012 2:48 pm    Post subject: Reply with quote

It's good to see that IMVU are stepping up and admitting to their mistake and are working on fixing the issue. It was terrible that this happened in the first place but I'm glad to see that IMVU is fixing this.

Good job IMVU, I it seems you have made a good decision. Keep it up.
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PostPosted: Sun May 27, 2012 2:55 pm    Post subject: Reply with quote

The fact that this mistake was made sucks, but the fact that your stepping up to the plate for said mistake is great.

This apology is a great start.

Keep it up. :)
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PostPosted: Sun May 27, 2012 4:48 pm    Post subject: Reply with quote

This practice of an actual apology is a brave thing.

You really need to understand how important it is that you keep this up.

There are many more things that require apologies, so please don't make this a rare thing.

Anyway, well done. Very admirable.
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PostPosted: Sun May 27, 2012 6:36 pm    Post subject: Reply with quote

A friend of mine was disabled, and it was her first time trying those surveys. I'm glad to see you're doing something about it.
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PostPosted: Sun May 27, 2012 7:49 pm    Post subject: Reply with quote

Everybody makes mistakes and it's a fact of life. I'm just glad to see IMVU stepping up to the plate and correcting it. :]
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PostPosted: Sun May 27, 2012 8:06 pm    Post subject: appology Reply with quote

*** you , an apology aint good enough , i have had to open a new account , and had to get AP and VIP , plus cost of credits i have laid out to get some sort of normality to my account , an apology isnt good enough , when you do ( which you will ) reinstate my account i would like to be credited for my cost and compensation for the trouble its caused me
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PostPosted: Sun May 27, 2012 8:10 pm    Post subject: Reply with quote

I have to say that I agree and am glad that though IMVU is stepping up to correct this issue, there are SOO many more that need to be addressed. However, can it be hoped that this is just one step to be followed my many? Lifting the VIP/grandfathering developers decision? Or perhaps getting rid of the credit pend schedule? Or even letting IMVU users have more of a voice. I know that maybe I'm just pipe dreaming, but it would be nice to think that IMVU and its executives sit down and have a long heart to heart with the users and developers of its site. I'll stop rambling and will close with saying that I'm very glad to hear of this decision and fully support it. I'd just like to think that it's going to be more than a one time occurrence.
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PostPosted: Sun May 27, 2012 9:07 pm    Post subject: Reply with quote

I notice this does not say signed by Cary Rosenzweig as CEO? and a post made on a sunday afternoon? things that make you go Hmmmm
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PostPosted: Sun May 27, 2012 10:09 pm    Post subject: Reply with quote

Rrikii wrote:
I notice this does not say signed by Cary Rosenzweig as CEO? and a post made on a sunday afternoon? things that make you go Hmmmm


Brett Durrett's Overview

Current
CEO at IMVU
SVP, Engineering & Operations at IMVU
Board of Directors at Automated Media Processing Solutions, Inc. dba Equilibrium
Vice President, Engineering and Operations at IMVU
see less
Past
Vice President, Operations at IMVU
Consultant (Self-employed)
VP, Operations at There, Inc.
VP, Games at Sound Source Interactive, Inc.
CEO at Asylum Entertainment

That's from Linked In.
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PostPosted: Sun May 27, 2012 10:49 pm    Post subject: Reply with quote

http://www.imvu.com/about/ <-- to verify that Brett is indeed the CEO of IMVU.
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PostPosted: Sun May 27, 2012 10:51 pm    Post subject: Reply with quote

This needs to be Yellow and/or Blue barred.

The apology is a very good step. However, it should not be hidden in this forum, it should be done in a more forthcoming manner.
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Varsha VIP Club Member 18+ Age Verified
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PostPosted: Sun May 27, 2012 11:04 pm    Post subject: Reply with quote

CBMathers wrote:
This needs to be Yellow and/or Blue barred.

The apology is a very good step. However, it should not be hidden in this forum, it should be done in a more forthcoming manner.


To put things into perspective, a handful of accounts were disabled by accident in this particular situation. All accounts that were disabled for this reason or the ones that are for other violations of our policies are not an accident and are as per our process.

Thank you.
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PostPosted: Sun May 27, 2012 11:18 pm    Post subject: Re: appology Reply with quote

Guest_DaveEnglish2 wrote:
*** you , an apology aint good enough , i have had to open a new account , and had to get AP and VIP , plus cost of credits i have laid out to get some sort of normality to my account , an apology isnt good enough , when you do ( which you will ) reinstate my account i would like to be credited for my cost and compensation for the trouble its caused me


Please go ahead and file a help ticket if you believe your account should not have been disabled so it can be reviewed for appropriate action.

Thank you.
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PostPosted: Sun May 27, 2012 11:20 pm    Post subject: Reply with quote

Ken wrote:
http://www.imvu.com/about/ <-- to verify that Brett is indeed the CEO of IMVU.


Yes, after four and a half years, IMVU’s CEO, Cary Rosenzweig (CaryJay), decided to leave IMVU so that the company could recruit a new CEO whose experience is best suited for what lies ahead for IMVU - improved social connections via 3D avatars and, especially, fun games and entertainment! CaryJay will continue to be an advocate and informal adviser to IMVU.

Cary led IMVU to achieve notable accomplishments, including increasing our revenue, enhancing our product offerings, growing our user base, and increasing the number of Staff.

Under Cary’s leadership, we launched a completely new 3D Chat client, grew our catalog to over 8 million items, provided access to better creation tools, and began to add games. IMVU is stronger than ever, and its future is secure. Cary’s leadership was critical to making this happen, and we’re grateful to him.

While we recruit a new CEO, Brett Durrett, our current Senior Vice President of Engineering and Operations, has stepped in as the Interim CEO. Brett has been with us for many years and knows our product, our team and our users extremely well.

We intend to continue to provide the best possible experience for our new and current members. We are excited at where we are at right now after 8 years and are even more excited about our future path and growth!

On behalf of our own team and the community, we wish Cary (CaryJay) the very best for his future ventures!

Thank you!
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