Monopoly and Rudeness of SLExchange

Everyone's experiences are their own, of course. I've had two issues (one was a delivery failure, the other a failed transfer of funds), both successfully resolved within 24 hours. Without naming names, the person I dealt with the first time was the same one you mentioned, and I found her polite and professional.

Of course, this doesn't mean things didn't happen as you said they did--but everyone can have a bad day from time to time, or a misunderstanding, or what have you.

There are some things I dislike at SLEx--the rating system is too open to abuse (and I say this as someone whose products are mostly rated 4.5+), and I find their forum excessively dramatic to the point that I rarely read it. But I will definitely give them the nod for customer service (again, I speak only for myself here), as well as charging nothing but commission.

And in the end, you can always just list your products only on OnRez.

/me did not read through all the responses

i'v talked to the same person a few times when i'v had slex trouble and she's always been pretty nice to me, very straight forward in her answers but still nice. i'v not had much trouble with slex but maybe you should try onrez? i hear there pretty good over there. i keep meaning to open up an account, just to lazy

-Crunch

I too have had contact to contact customer support over one or two
issues and have always had prompt, professional and helpful replies.

could it be that it was durring the sl issues yesterday that they posted about in the announcement forum on slexchange?

i know alot of people myself on occasion have posted about issues before reading the announcement section of their forums...having read them might have prevented it and also when things are denied like that you normally get a letter what did it say?

ive had nothing but good situations with them for almost 3 yrs total ive been in sl

I had an issue yesterday, because SL got borked, but I wasn't in world to realize it. I had to just trip right over to SLEx's webpage and do a withdraw. I waited until the SL issue was resolved, did another withdraw, and the first one still hadn't gone through. Emailed them and within two hours it was resolved, even though I fully expected to wait 24 hours.

I've even had a warning and it was firm but polite. It was my fault anyways, since I didn't read the not-remotely-fine-large-print.

Every issue I've had with the service has been politely and speedily resolved, which is more than I can say for Linden Labs!

There are 2 sides to every story. I get the sense from your posts that English is not your first language. Regardless, the diction and grammar in your posts raise the possibility that there may have been a communication problem involved between you and the SLExchange representative. You mentioned your issue had to do with SLExchange not being able to accept your linden dollars at the time. Were you aware that for significant blocks of time in the past few days Linden Lab had advised all residents to not engage in $L transactions? It sounds like that is what you may have been advised of the first time. If that is the case then sending repeated inquiries about it would have been unmerited and a response that no further responses from SLExchange would be sent to you on the matter would be completely appropriate.

I've always had great service on SLX when I needed help, and I believe I've mostly dealt with the person the OP alluded to.

No one is perfect though, so if someone is a bit impatient with you, or isn't amused about some smart ass comment you've made regarding a serious issue they're having (not in reference to the OP), you might just remember that they're human too.

mo·nop·o·ly (m-np-l)
n. pl. mo·nop·o·lies
1. Exclusive control by one group of the means of producing or selling a commodity or service



i dont think the word means what you think it means

Any comment, Ann??

I bet I can tell what happened from this statement. SLX uses the LL Risk API. This person failed the API and so SLX could not accept the transaction. I am sure they told the OP on the first response that only LL can provide any info as to the Risk API. The OP tried the transaction more times, and each time questioned SLX with the failure, and SLX cannot provide any info on LL's Risk API. This repetition probably just got old and tiring.

Ann always knows just the right thing to say.

I totally agree with you Kenbro, SLX does have to answer to a higher power, in this case Linden Labs. And since from the posts here we have deduced that the OP has at least one alt, its probably an alt who has the problem and not the one she was trying to sell the Linden on. But since the API system knows your alts, it failed.

Too many people in this world equate "customer service" with "kissing their a**es".

Trust me I know...I deal with it everyday, RL customers who think because I stand behind a counter that I am lesser than them and have to take the attitude and rudeness.

And heck ya it gets repetative and aggravating.

If as she has done here, the OP switched back and forth between alts to ask questions, it was professional and respectful of SLX to even answer her at all.

In my dealings with SLX, I have recieved nothing but polite and courteous service and replies, could maybe the OP's main issue be is she was told NO?

Just my two cents.

I've never had a problem with SLX.

I was once snared by the Risk API, and they cleared it within 20 minutes. Every contact with the SLX people has been courteous and pleasant.. and I trust them for all my L$ selling needs.

*swipes the blackcurrant piece* yummy!

Now, while it isn't fair to assume SLX was rude just on this person's say-so, neither is it fair to just assume things about the OP without good reason.

That said, I totally missed until just now that they were switching between alts when posting. Not that that in and of itself is something wrong, but it is riskier (in the Risk API sense.)

SLX has been GREAT always I've never had one bad CS experance there.. and I'm more then a little tough to impress lol

I have seen lots of posts in the SLX forums much like this OP.

They are almost invariably about the fact that the person got stopped by the risk API, which SLX CAN DO NOTHING ABOUT!

The person gets totally irate and calls SLX staff rude and uncaring when it's NOT SLX that is the problem.

If the risk API gets triggered, there is nothing SLX can do. If SL is having problems, there is nothing SLX can do. Harassing them is not going to make it any better, and will probably get you responses like those talked about in the OP.

I highly doubt that the SLX people did anything wrong here.

ha I went to Exchange yesterday to put money in my account and someone was there yelling about being ripped off by Slexchange. (I guess the transaction didnt go through completely...) There was no one else in the sim,so I don't know how this person thought they were going to be helped by sitting there yelling,lol. Just thought it was funny.

I have had a few problems with Slex,but they were always resolved quickly. I have noticed a bit of a 'tude in one of the staff members there though.

I posted to this thread earlier saying that I'd had a similar issue of poor customer service to the OP. My issue was, as you pointed out, with the risk API.

I can't talk for anyone else, but as a business owner myself in RL, I do understand some of the issues which arise - so I was polite and definitely not "harassing", unless asking a business's customer service personel to actually service the customer can be called harassment.

I do think that there are a few problems at SLX as far as customer service go, I think that it may be as a result of being asked the same questions over and over again - but unfortunately that's what happens when you run a business.

I also think that given the fact that there are issues caused by the risk API on a regular basis, a clearer and more informative response might be in order than the one I received.

"It's not our fault so leave us alone" isn't the best service under any circumstances.

In any other business environment that I can think off, an interface which syphons money up into a black hole with neither side taking responsibility, isn't really acceptable and the least SLX could do is thank us for our patience.

The least they should be doing as a proactive business is working with SL to address the issue and at least be able to answer queries with an acceptance of the problem and some reassurance that they are doing their best to address it in the future.

Our money is our money, and there is no real excuse for "losing" it for days at a time.

Just my thoughts.

customer service employees are not perfect. anywhere.

MrSL Boa is not my alt, it is a friends avatar, he checked his account from my computer, i forgot to log off. I did not talk to them with many different alt avatars. it could be misunderstanding each other, it could be announcement i missed reading, it could be risk api things which i did not know what it was. I am a business owner in real life my self and i do my best to read announcement, blogs; mean time i am too busy too catch everything. And i understand you may not want to deal with a customer as i do feel like that from time to time as well. I don't say or do that in a unprofessional manner though. At the end customer is customer and they have every right to ask things even things bother you or you think how stupid it is. Because they are the reason you are driving a nice car, paying your mortgage and paying your kids school. As it was said above to do right business you do ask questions often. I used the monopoly because even though there is Onrez and i use it too, i do not get the same results at all, it is much much less results on Onrez. Lastly one person mentioned saying whether i was oversensitive, believe me i am not an oversensitve person at all, maybe i was really pissed off. I am pissed off with another thing maybe i can convey here; either slexchange or linden labs, they never question when you turn your real money into lindens or when you give money to them and whenever you need to liquefy your money; then a lot of problems you face, either risk API, or where did you get this money...and so on. as long as you do little money transactions there is no problem, but if you earn a relatively big money lets say 10K real dollar, it is a nightmare to transfer this money into your bank account. On the other hand if you give 10K real dollar to them, no questioning, even they make this easier for you by creating some solution called PayPal mass account. Slexchange smart enough to create a solution to get money in, yet when you liquefy money, the answer is it is linden's risk API and not our problem...I know i sound a bit too critising however we spend our valuable time here and need a better economics which is in favor of all of us not just the provider.It is a sad that a great idea like this is prevented from being reaching its full potential (By the way what is wrong with my english

Paragraphs?

I've done business with SL Exchange countless times, and in the few cases when something went wrong I experienced nothing but the most efficient and friendly customer service from them and specifically from Tigress.

you would think that as a rl business owner you could put your thoughts out better

you still have not explained what the exact issue is as it does matter and if they told you it wasnt their fault it was probably the risk api that LL put into place maybe you should try taking out smaller ammounts more often or talk to LL about why you pop up as a risk because it is NOT slexchange's fault you pop up as a risk

you have not completely explained all the issues or given any details all you have done is bash a company that has been around for years and the majority of people have no issues with