xHamster Premium questions board

[Sparky]

IT WAS SHOWN under every single one of my videos. It was posted publicly for approximately 3 days before I noticed and had it all taken down. I had to manually delete every single video and then remove my address from my account to get it taken down and then also had to message support a few times.

I also still have all the emails from support saying that I had to be a business because I've worked with more than 3 models and continually film with new models as often as I can. I'm happy to post every single email here backing up everything I've said. I'm assuming that whomever is posting here is different than the support that messaged me because there's a lot of contradictions.

Adress can be shown only in one case - IF studio register as Business
What was your account on Premium? I would like to check it out personally

 

[Sparky]

Rose was told that she could only add three performers to her account, and had to either make multiple individual performer accounts, or sign up as a production company, which she is not, but she did that so she could upload all of her videos, and then her home address was displayed.

Dear Shafron, how many Performers are in your videos? Do you keep 2257 information at your place? Are you registered as Company or not?
We are very interested in your content

 

[SaffronBurke]

Dear Shafron, how many Performers are in your videos? Do you keep 2257 information at your place? Are you registered as Company or not?
We are very interested in your content

I don't know if you're trying to make a joke or not, but I'm not interested in selling with a company that can't spell my name correctly while looking at it.

 

[AudriTwo]

So customer service 101. When your business does an oopsie, apologize. The fact that you've been so dissmissive of Rose's experience, doesn't make me feel safe and probably others. Your site royally fucked up. Especially your support, they gave the wrong advice and her safety was compromised.

No where have you said I am sorry for her poor experience, we will make sure that will never happen again. Even during this conversation support and you were telling her two different things.



Sites should hire me for customer service QA. I swear. I would make sure everyone was polite, apologetic, and actually shows concern when problems are brought up.

 

[a_haze420]

Adress can be shown only in one case - IF studio register as Business
What was your account on Premium? I would like to check it out personally

From what I've understood your support TOLD her to sign up as a studio because she worked with more than 3 models. Which tons of us work with more than 3 models.
Then you posted her address and then now you are denying it?

 

[Rose]

From what I've understood your support TOLD her to sign up as a studio because she worked with more than 3 models. Which tons of us work with more than 3 models.
Then you posted her address and then now you are denying it?

To a T, I signed up initially as an individual but then when all of my videos were rejected due to multiple performers, support changed it to a business. THAT was when my address was posted.

 

[Sparky]

So customer service 101. When your business does an oopsie, apologize. The fact that you've been so dissmissive of Rose's experience, doesn't make me feel safe and probably others. Your site royally fucked up. Especially your support, they gave the wrong advice and her safety was compromised.

No where have you said I am sorry for her poor experience, we will make sure that will never happen again. Even during this conversation support and you were telling her two different things.



Sites should hire me for customer service QA. I swear. I would make sure everyone was polite, apologetic, and actually shows concern when problems are brought up.

Right now we are at the very beginning of the journey. So, unfortunately, I can not hire you
But when we will start looking for aHead of the Customer service I will keep in mind your candidature.

 

[Sparky]

I don't know if you're trying to make a joke or not, but I'm not interested in selling with a company that can't spell my name correctly while looking at it.

Saffron, I offer my profound apology for the mistake

 

[Sparky]

https://xhamsterpremium.com/studio/princessleia
https://xhamsterpremium.com/studio/jasperblue
Here is an example of the Individual studio type - you can check Custodian of records for the Videos. It shows Our address for all of their videos.

https://xhamsterpremium.com/studio/bangcom
Here is an example of the Business studio type - you can check Custodian of records for the Videos. It shows Studio address for all of their videos.

@Rose I found your account. Was it called "Rose Black", Correct?
There is some confidential information that I can not post on forums. If you would like to clear up all the questions we can chat on SKYPE or email. I will clear up all the questions regarding your issue

 

[AudriTwo]

Right now we are at the very beginning of the journey. So, unfortunately, I can not hire you
But when we will start looking for aHead of the Customer service I will keep in mind your candidature.

I am glad you focused on the joke part instead of the serious part. Because showing a models personal address is serious problem. Your company failed, now you can either bullshit back, or try to make it right to improve relations. i figured that's your job, to improve relations?

No where have there been an apology, now you are interested in clearing this up a month after the issue was brought up. that is horrible timing. your customer service skills suck so hard.

Now please clear this with us. if a model makes content with models she guests and it's more than 3, does she have to create a studio account? because that's what happened to rose. now, how will xhamster make sure this doesn't happen again? because this is super dangerous and reckless of your support.

 

[Teagan]

Am I getting it right that you only pay with wire or paxum? No direct deposit? If so then I'm out. I'm not getting paxum just for this and dealing with their fees.

 

[Rose]

https://xhamsterpremium.com/studio/princessleia
https://xhamsterpremium.com/studio/jasperblue
Here is an example of the Individual studio type - you can check Custodian of records for the Videos. It shows Our address for all of their videos.

https://xhamsterpremium.com/studio/bangcom
Here is an example of the Business studio type - you can check Custodian of records for the Videos. It shows Studio address for all of their videos.

@Rose I found your account. Was it called "Rose Black", Correct?
There is some confidential information that I can not post on forums. If you would like to clear up all the questions we can chat on SKYPE or email. I will clear up all the questions regarding your issue

Pretty sure I made it clear at this point that I'm not interested, both in email and on here.

 

[Sparky]

Business account type:
If you have a Company or you are a Sole trader. You will need to provide:
- Directors ID
- Company details
- 2257 (address of Custodian of records) that will be shown on our site under every single video

I think there was a tragic misunderstanding.
You get used working as an individual when platforms provide 2257 for you and keep all records on their side.
When we do work with Studios or Content providers that shoot their own content it is impossible to collect all the data about the performers and they just provide Custodian of records address which is shown publically.

I agree that to avoid such kind of cases we need to add this info in the registration form.

As a conclusion, I want to confirm that
If Model register as Individual xHamster premium provides her Custodian of Records information as follows

 

[Sparky]

Am I getting it right that you only pay with wire or paxum? No direct deposit? If so then I'm out. I'm not getting paxum just for this and dealing with their fees.

We make payments via Paxum and Wire. If both of this options are not suitable for you. we can make payment via Paypal. That is also acceptable.

 

[Sparky]

I am glad you focused on the joke part instead of the serious part. Because showing a models personal address is serious problem. Your company failed, now you can either bullshit back, or try to make it right to improve relations. i figured that's your job, to improve relations?

No where have there been an apology, now you are interested in clearing this up a month after the issue was brought up. that is horrible timing. your customer service skills suck so hard.

Now please clear this with us. if a model makes content with models she guests and it's more than 3, does she have to create a studio account? because that's what happened to rose. now, how will xhamster make sure this doesn't happen again? because this is super dangerous and reckless of your support.

I already mention that this case was a mistake and we draw conclusions from it.
If the model has Videos with more than 3 persons, do not have a registered Company and cannot provide the address of the custodian of records, of cause we will be the record keepers of the documents.

 

[Sparky]

Custodian of records address
(public information)

Enter the address where all records of your models and performers are being held.
Attention: the following address will be published below each video published by the current studio!

if it will be written like that, will it make sense?

 

[AudriTwo]

You addressed it like it was nothing. You don't understand the severity of putting indie producer addresses on your website. This happened and support was telling her something completely different than you.


Now how will your company make sure they don't fuck up again. Has rose received an apology for your company's mistake...? Has there been any accountability? Has your support been briefed why that was wrong?

Our safety and models safety are our number one concern. And it should be yours too. Start changing your tone.

 

[Rose]

You addressed it like it was nothing. You don't understand the severity of putting indie producer addresses on your website. This happened and support was telling her something completely different than you.


Now how will your company make sure they don't fuck up again. Has rose received an apology for your company's mistake...? Has there been any accountability? Has your support been briefed why that was wrong?

Our safety and models safety are our number one concern. And it should be yours too. Start changing your tone.

Not to mention I have a CHILD who lives at my custodian of records address. To be specific, a MINOR who is 4 YEARS OLD. This is not a fuck up to be taken lightly. As most other camgirls inevitably experience, I’ve had customers go crazy on me in the past, especially on free tube sites, and if the wrong one were to have gotten my address while it was still public I hate to think fo what could have happened to my CHILD simply because he lives at this address.

This was a MAJOR MISTAKE that put the safety of my ENTIRE FAMILY on the line.

I’m not the only camgirl who films with loads of other models that isn’t a business and has a family. Shit, Pornhub is full of other women like me and so is Xvideos. Neither of them, nor Clips4Sale, nor iWantClips, nor Niteflirt has had an issue like this. Mentioning these sites because they all operate legally and have sections for premium or selling videos.

 

[dark_mermaid]

Stripchat/Xhamster has no problem sponsoring pirate sites where outing of camgirls is allowed. I'm not really surprised by any of it.

 

[Sparky]

You addressed it like it was nothing. You don't understand the severity of putting indie producer addresses on your website. This happened and support was telling her something completely different than you.


Now how will your company make sure they don't fuck up again. Has rose received an apology for your company's mistake...? Has there been any accountability? Has your support been briefed why that was wrong?

Our safety and models safety are our number one concern. And it should be yours too. Start changing your tone.

Of cause all support team was briefed and even more than that!
I personally read all emails and found critical mistakes in them.
Our team draw conclusion from that case and of cause I personally apologize for situation occurred.
We already made amendments in that part of Studio panel, hope now it will be more clear.

 

[RebelleHart]

Of cause all support team was briefed and even more than that!
I personally read all emails and found critical mistakes in them.
Our team draw conclusion from that case and of cause I personally apologize for situation occurred.
We already made amendments in that part of Studio panel, hope now it will be more clear.

Dude, do we really need to go back to kindergarten to learn how to apologize again? Come on, you are in customer service - it is literally your job to apologize well. I will break it down for you:

1. Specifically address the person you have harmed in your apology. It is Rose, not Audri that the apology should be directed at. Although all models here probably deserve one for your unprofessional behavior.

2. Explain why what you did was wrong to demonstrate you have learned from the experience. You need to acknowledge that you put the well being of Rose and her family in danger with your mistake. Then, on top of that, your company dismissed her when she tried to fix it. Then you and your company gave her completely different answers and were rude to her - the girl you put in danger. Your mistakes are not small ones. They needs to be fully understood.

3. Discuss how you will change your behavior going forward. You did this part. Yay.

4. Are you speaking for yourself or on behalf of a company or both? In this case it isn't enough to personally apologize. You need to also apologize on behalf of your company and team as well because everyone dropped the ball here.

5. Offer an option or ask the person you have harmed how you can make it up to them. This is probably the most important part of making things right with an effective apology.

I'm honestly sad that I have to break this down for someone with your job.

 

[Sparky]

Dear @Rose I apologise on behalf of the xHP support team that was fully responsible for that case. I absolutely agree that system with Individual/Business account types was not crystal clear for performers

We all draw concussions from that case.

- We already adjusted the Studio part where it says about the publicity of the address of the Custodian of records for Business Studio type.

- Since then we will always double check with the models if they really need to change their account type to Business or not.

- For Individual account type, when we provide 2257, we will accept more than 3 performers

@Rose hope you will find the way to forgive us and give the situation a fresh start. Any kind of reply will be welcome

 

[AudriTwo]

I'm honestly sad that I have to break this down for someone with your job.

that's what im saying! of all the customer service jobs i've worked, why is it this industry that usually fails at the basics? didn't anyone get any sort of training? watch a video? do a worksheet? took the basic 15 hour training course? the fact that it took a month for any accountability and an actual (forced) apology is awful. (let's be real, rose would of never gotten one if it wasn't explained why it's appropriate to do so) i believe it would of been swept under the rug if some of us weren't so vocal.

that is not good. when a problem happens, and especially when it's your COMPANY'S fault. the first thing out of your mouth is WE ARE SORRY FOR ANY INCONVENIENCE AND TROUBLE OUR MISTAKE HAS MADE. WE WILL DO EVERYTHING TO MAKE SURE THIS DOESN'T HAPPEN TO YOU OR ANY OTHER MODEL. ONCE AGAIN WE ARE SORRY.

Apologies help defuse, and show the person that you care about their issue. You even denied Rose's experience.

1. The personal Model address has never been and never will be presented on our site.

Obviously you are trying to recruit models, but if models see their address isn't safe, you have to do everything in your power to make sure we feel safe. Your timing was awful. Your addressing of the issue was awful. It felt like you were trying to gaslight her experience to make it look like HER mistake so models wouldn't be scared to join. That is crummy af.

Go to your boss, tell him you need more training on dealing with customer service. Definitely hire a Customer Serivice QA person, BECAUSE EVERYONE NEEDS EVALUATED AT THIS POINT.

 

[RebelleHart]

Dear @Rose I apologise on behalf of the xHP support team that was fully responsible for that case. I absolutely agree that system with Individual/Business account types was not crystal clear for performers

We all draw concussions from that case.

- We already adjusted the Studio part where it says about the publicity of the address of the Custodian of records for Business Studio type.

- Since then we will always double check with the models if they really need to change their account type to Business or not.

- For Individual account type, when we provide 2257, we will accept more than 3 performers

@Rose hope you will find the way to forgive us and give the situation a fresh start. Any kind of reply will be welcome

Seriously? We are still missing steps 2 and 5 which are arguably most important. You have never once acknowledged that you put Rose and her family in harms way. By not doing this, it shows you do not care about or understand model safety which is a huge problem.

I have such a bad taste in my mouth after reading this whole thread. I will never sign up with your company and I'm sure most models reading this will feel the same way. I'm glad that anytime anyone comes here looking for information on your site they will be able to read this debacle.

 

[Rose]

I feel it crucial to point out that the emails I received from support tried to make me “agree” to not slandering their website on twitter as well. These emails were quite beligerent and condescending. Not to mention they were received long after I had requested a cease contact and when there was zero contract or agreement.

Let me point out clearly: 1) I slandered nobody. The tweets in question stated “performers keep in mind that Xhamster premium posted my home address. Think twice when deciding to make an account to sell with their site.”
2) I control my social media and post what I want, when I want. I was never under any contract with your website that stated otherwise. NOBODY CONTROLS ME IN ANY WAY.
3) Nobody puts my safety or that or my family’s in danger without backlash. I’ve been helping camgirls in the industry since ~2012 and always share my experiences honestly because clearly website support does not have our safety our best interests at heart. However, I care very much about the safety and security as well as the success of my co-workers of all genders so I share my honest experiences of all websites I’ve worked with or considered working with.
4) I’m always very clear spoken and make sure that my questions/answers are easy to understand. When speaking with your support I asked multiple times about setting up my account properly and selecting the right information to ensure this type of situation eouldn’t happen.


My only error in this situation was signing up with your site in the first place. HUGE shame because your set up really was a good one, but I can’t risk my child’s future or my own and no amount of money could replace a child that took 2 years to conceive, several pre-term labors, almost dying several times (all documented on these forums for other camgirls to read btw), and a birth that has literally left me scarred for life and unable to have more children. You fail to undertand the gravity of your situation and how severe the consequences could have been.

I don’t make a habit of “slandering” any websites and do my best to not publicly post negative reviews of websites, but it looks like you’ve sealed this one up with a bow for yourself. For my own peace of mind, I’m blocking all of your social media accounts and those on this forum as well. Please do not tag me in any future posts as I have no desire for any future contact.

For anyone curious about the emails in question, please feel free to privately message me and I am happy to share them.