Agreed that he purchased 2 suits from one of my posters. He then IM me and said it was a mistake, due to lag, and would I refund his fees. I responded that our store has a no refund policy, as our items only have copy permissions, therefore, he could not return the item to me. I offered him a 50% discount. He then asked me why the item wasn't marked as copy only, and no refund, and I stated we have notices posted throughout our store, which state this. He asked me to tell him where this was posted. He then told me, that he didn't want the suit because he had a better one from another store.
I explained why our items were copy only, as in the past, people have sold our items as their own, or have charged a higher price than we have, so all our items are no transfer, no modify. When asked where our signs are located, I responded as follows:
[17:00] Annie Fackler: they are the largest signs in the store, between the pillars, in men's and ladies sections
To which Ethen then decided to flex his legal diploma? Note how he throws around the linden name (personal friends of yours?) I wonder if he really has a diploma, given this is a virtual world, where you can be anything or anyone you want. I mean, I'm HOT in SL, but, sadly, in RL, I'm not that hot!
[17:01] Ethen Nemeth: besides, I've worked with countless vendors before as an SL attorney who works with business issues with the lindens, and this is the first time I've ever had a problem with a business owner not assisting a customer when SL lag or related issues created an error in transaction
[17:02] Annie Fackler: I'm not lagged
[17:02] Ethen Nemeth: I was lagging - lag is between the server and the individual user'
[17:02] Ethen Nemeth: s connection
I stated I wasn't lagging, then he started to discuss the matter with my partner, in the store, and yes, he's such a jerk, I did swear, and oh well, sometimes it happens.
Now, for the rest of the conversation.
[17:03] Ethen Nemeth: Dede, I errantly purchaed a tux when viewing the price. I moved my cursor outside the "buy" box area, but lag prevented my cursosr from fully moving outside the box when I moved it and clickedit
[17:04] Ethen Nemeth: in short, I errantly purchased a tux - the "green" one over on the wall to my left
[17:04] Ethen Nemeth: I IM'ed Annie to correct the error immediately, but she is not listening
[17:05] Ethen Nemeth: Oh, I guess I should ask, does your tag mean you own here?
[17:05] DeDe Doowangle: perhaps because you insulted her by telling her you have a better tux from another store anyway
[17:05] Ethen Nemeth: I was just being honest when I told her that I would never wear the tux
[17:06] DeDe Doowangle: oh I see
[17:06] You: it's not that I'm not listening to you. we appreciate our customers and deal with them... I pointed out the item is no refund because it's no transfer, and offered a 50% discount
[17:06] Ethen Nemeth: Which means I would be charged $150 for suffering from lag at your store
[17:06] You: and I explained why we have a no transfer policy, because people steal our designs and sell them as their own
[17:06] Ethen Nemeth: if you'd like, I can put on the other tux to prove I have another one
[17:07] DeDe Doowangle: well he can't sell it anyway, not now that we've changed it
[17:07] Ethen Nemeth: I don't have lag now, but I did 4-5 min ago
[17:08] You: that's still not the point Ethen. We dont' require proof you own another tux, the point is, our policies are clearly marked in the store, but you, first off, insult me, then ask me where our signs are on our policy, to prove it to you, then tell me about lawyers
[17:08] DeDe Doowangle: in case you take it out leave it on the ground and you can make another
[17:08] DeDe Doowangle: it happens
[17:09] You: and I did offer a 50% discount
[17:09] You: you tell me you have a problem with me being a vendor, by threatening what? a lawsuit?
[17:09] You: nice manners. Why would I want to help you after that?
[17:10] Ethen Nemeth: No, I'm saying that I've worked with many vendors before. SL retail market is a small community, and we all recognize that transactional problems occur by virtue of the medium we're in ** No you're not a lawyer? No you don't know the lindens? What's up dude?
Hrm, that's not what was said to me in IM. Very clearly, the 'an SL attorney' comment, didn't exactly leave me feeling warm and fuzzy.
[17:10] DeDe Doowangle: well, it's annie's call, she made the suit
[17:10] You: now I'm pissed off, I really don't give a f*ck <not censored in the original> about the money, but next time, make sure you know what you're doing. Do not insult the owner, don't bring up lawyers, and get a better processor in your computer
[17:11] You: discounted 50%
[17:11] You: thanks for your business
[17:11] Ethen Nemeth: Uh, where's the second hafl?
[17:11] DeDe Doowangle: what?
[17:12] DeDe Doowangle: 50% means half
[17:12] Ethen Nemeth: you only refunded half
[17:12] DeDe Doowangle: for the second suit
[17:12] DeDe Doowangle: I suppose
[17:12] You: yes, and that's all I'm prepared to do
[17:14] You: I think the refund I gave is fair, I have no way to prove you deleted it, or plan to. If you did, I hope you keep your trash. You bought 2 suits for 1/2 price
[17:14] DeDe Doowangle: how do you accidentily puchase it when you have to click twice to buy?
[17:14] DeDe Doowangle: right click, then click onthe more button then buy
[17:14] Ethen Nemeth: I clicked "buy" once so I could bring up the price as well as a listing of all time items included in the purchase
[17:14] DeDe Doowangle: my posters
[17:15] You: the price is shown by hovering the mouse over the poster, no need to click buy, unless you intend to purchase it
[17:15] You: is this a scam?
[17:15] Ethen Nemeth: Instead of clickin on cancel, liked I tried to, the lag delayed my mouse and I clicked on the wrong button
[17:15] You: how many other vendors have you received refunds from for your errant lag problems?
[17:15] Ethen Nemeth: Annie, why would I scam over 150? That's like, what, 37 cents or something?
[17:15] DeDe Doowangle: we can't be refunding everyone who doesn;t know how to play the game
17:16] Ethen Nemeth: I mean, seriously, what ever happend to "the customer is given the benefit of the doubt"?
[17:16] You: and then, why is it a big deal?
[17:16] Ethen Nemeth: because, it's the principle of the matter
[17:16] DeDe Doowangle: that's how we set our stuff up
[17:17] DeDe Doowangle: so how could we accuse you of it?
[17:17] You: honestly, I would have given you the benefit of the doubt, if #1, you didn't accuse me first of not trusting my customers, and 2nd, insulting my work, and 3rd, threatening you were a lawyer and carrying on this stupid conversation when I offered, and gave you a 50% discount
[17:17] Ethen Nemeth: I would love to come back here and purchase in the future, but I can't in good concience if your business is all hung up on stealing $150 from a customer
[17:18] Ethen Nemeth: These chat logs have been reported to Linden Labs. Good day.
[17:18] Annie Fackler: I have the logs as well... so yeah, have a good day =)
Ethen Nemeth has been placed on mute
Purchase and refund details:
2 390420994 Date: 2007-06-29 17:10:53
Type: Gift
Region: Rhee
Destination: Ethen Nemeth
L$150
3 390395658 Date: 2007-06-29 16:52:30
Type: Object Sale
Desc: Two Tuxedo's (Green Accents)
Region: Rhee
Source: Ethen Nemeth
L$300
Sorry for the lengthy paste, however, I felt everyone should know the 'rest of the story'. I love it when people try to flex their diplomas in your face to get what they want.
I feel I dealt fairly with this matter, and I have provided the 'gentleman' a 50% refund on the purchase. In all honesty, this is the worst SL Drama I've ever been involved in, and for those of you who know me, my store, my partner, and our products, you know full well we are fair, have good quality work, and have on more than 1 occassion, been more than helpful in providing refunds. When the person you deal with, isn't threatening, or implying some kind of 'action' against you, you tend to be more helpful.
I think you need to clean the mouse, or hover it over a product to see what the price is, don't elect to 'buy' it, or better still, select 'edit' of the poster, to see the contents my lawyerly friend =)
Regards