Inventory Loss

So I always said if there's one thing that would make me leave SL it's the loss of my loaded Huddles dance controller with a stupid amount of money invested in Sinewave animations, all no copy of course!

So today, I wore a stop all animations item which displaced Huddles and when I came to re-wear it, it was gone.

I've filed a support ticket but expect nothing, i'm informed, though not yet officially, that Sine will say it's a LL problem.

This is a stupid situation and not one to base either entertainment or business upon. I know i'm probably preaching to the converted but i'm just blowing off steam.

For me, a large of my enjoyment has just gone pooof and I don't feel like spending money just to rescue it. ((

LL - this SUCKS!!

actually there may be hope:

/327/68/266227/1.html

I think this is a known problem and it can be fixed.

Well maybe but i'm not going to pay $9.95 for the privilege of then making an international call to get something back that SL ate!!!

I have a blank Huddles but that's the cheap bit, i'll also see whether Sine feel like helping out or not.

you have looked trough your object folder to see if it is not there i take it??
because huddles will make a copy of itself and i have had mine slide into the object folder at times thinking it was gone..
then went to wear it and had put on the version at the top of the folder seeing only the default things in it..

Inventory loss is such an issue in SL these days - and such a scary thought. I posted this in The Thread this morning:


I am actually a bit scared to log in today. Last night, about an hour before I logged out, I did an inventory search on 'worn' because I could not remember which folder something was in. My inventory had finally fully loaded by then and *most* worn items showed rather quickly -- however, that beautiful gown that I was actually wearing at the time never ever showed up in that search.

I have no clue whether I will be naked when I log in, wearing a dress that will dissappear when I take it off, or if all will be back to normal.

i hope i am not jinxing myself here..
but i have been very fortunate so far with not really losing anything..i can see where the OP is coming from..those dances are the best in sl but also takes a lot of money to get them all..
i have about every sinewave dance and all the female dances..over 4 huddles on my screen full of those dances plus the ones that are out of my huds that don't fit my routines i do at times ..
if i lost all those..i think that would suck the wind right out of my sail because there is no way i would spend that much again..it's around 3500 a release everytime they put updances and since going there the day they open till now..i don't even want to know how much i have spent or what it would take to get all of the back..

i sure hope you get them back.that it is just some silly sl thing that will blow over..

if you haven't tried this..first thing is to clean your cache ..do an inventory search and also let your inventory finish loading..
mine sometimes took hours to load..so i hope maybe it is only that..

if you can do LIVE chat on the support page, they can reset your inventory while you log out and re log in and it will be back.

Just did this last week with a lost ZHAO hud filled with tons of stuff. now I think LIVE chat is for premium but... it works there is also a jira on it so if your not premium and if you are go vote for it.
http://jira.secondlife.com/browse/VWR-6110

EDIT:I see you already found it Sassy.. well for anyone else please vote as well as this one for our basic member friends
http://jira.secondlife.com/browse/WEB-656 (allow basic to request inventory repair/reset )

So I changed to Premium, much as it went against the grain and went down the live chat route...shall we just say I was left with a less than stellar experience! I get the feeling Sunday is a bad day for support maybe?

Operator: Hello Sassy_Romano, what can I help you with? I may be dealing with other residents at the same time, please leave your issue and I will get back to you soon.
Sassy_Romano: I had Huddles loaded on top left as normal, loaded a stop animation item which displaced huddles, when I removed that, Huddles has now disappeared as per JIRA https://jira.secondlife.com/browse/VWR-6110. Apparently the solution is that you run an inventory reset script? Either way, I want my expensively loaded huddles back please
Operator: That is something we can't do over the livechat, you need to submit a ticket
Sassy_Romano: if you read the JIRA, oh yes it is...
Sassy_Romano: susie susenko - 17/Jun/08 01:38 PM I just want to add that after getting no help via the submitting ticket method, I contacted live help, who were able to reset my inventory whilst I was logged out and there it was on my return.
Operator: inventory issue is not resolved through livechat
Sassy_Romano: please explain how it was for susie?
Operator: Susie Susenko is not your account, we cant discuss that
Sassy_Romano: the issue is the same. A number of people have contacted me about this and all said they were sorted via live chat. Now..my Huddles is loaded with about $70 US of dances...I have been FORCED to sign up to premium support to address a clear and repeatable bug, you can probably determine my sentiments right now... please read the Jira, it may be Sunday but i'd like my Huddles back as per the method that has worked for all the others affected by this bug.
Operator: I've just spoke to my colleagues now here and ticket ticket is needed to fix this. It is only done by our senior tech team
Sassy_Romano: is this a new feature of support then? not to support? Just curous. When may I expect this to be resolved?
Operator: If you submit a ticket, the there will be some people who deals with inventory loss
Sassy_Romano: I don't underOperatord, where did the policy for support change between the 17th June and today? On the 17th June someone (irrelevat who) was helped
Operator: Nothing has been changed, there is no one who fixes inventory issue on livechat
Sassy_Romano: Then I'll ask Susie for a copy of her transcript and I'll escalate because i'm sure she didn't post that she was helped just for fun!
Sassy_Romano: Please look at the issue...run the inventory reset script or whatever
Sassy_Romano: http://jira.secondlife.com/browse/WEB-656
Sassy_Romano: Per the description "This problem is easily fixed by a customer service person running an inventory repair script on the account. It is unacceptable that currently Basic accounts have no pathway to get support from Linden Labs to fix this. "
Sassy_Romano: Note the phrase "EASILY FIXED"
Operator: If you submit a ticket
Sassy_Romano: so why was someone helped on the 17th via live chat?
Operator: there is no one available who fixes this at the moment as explained
Sassy_Romano: actually that's not what you said. So..on a different day..could it be fixed via live chat, is the issue that today, all the good people are not around?
Operator: Maybe fixed but not guaranteed. Usual way is through ticket system
Sassy_Romano: So is live help just to chat about the weather? How does this work then?
Sassy_Romano: My question was serious...what is live chat for? does the likelihood of success of recovery of my expensive item, eaten by your software become less as days pass by? I'd like to know please...
Operator: We do best we can on live chat but your issue is done by ticket.
Sassy_Romano: but it was done by live chat for Susie on the 17th...
Sassy_Romano: and others
Sassy_Romano: and again...what about the likelihood of recovery as days pass by, is that an issue?
Sassy_Romano: ... time passes...
Operator: You need to submit a ticket and they will handle that. That is the only thing I can tell you at this moment.
Sassy_Romano: so at the end of this, assuming we're at the end, do I get a handy survey to fill in where I assess the quality of support?
Sassy_Romano: ok so i'll assume that we're done. For customer service feedback, as i'm sure it's a metric which is reported...for this issue, I score the service as a 1 out of 10 and I award that for having someone to chat to on the basis that I can't go dancing! Oh and the weather has been quite nice here today too. Have a nice day
Sassy_Romano: it was on the 17th
Sassy_Romano: and if you are still there Operator...for the 3rd time.."does the likelihood of success of recovery of my expensive item, eaten by your software become less as days pass by? I'd like to know please... "
Operator: Submit a ticket then you will get an answer. We have no idea. simple as that
Sassy_Romano: have done..have also had it suggested that I copy this text to Cyn Linden.
Operator: As you please
Sassy_Romano: 17th someone was helped...today totally unhelpful.. have a nice day.
[Session has been Closed by Operator.]

Well legally you don't own anything, you don't even own your Linden balance in actuality. That is if you read the TOS. And tickets can take a good month to even get support. As a shop owner I am always dealing with inventory loss. It's common and any good business owner will know this. Have you contacted the builder of your HUD and explained? that realistically is your only option. As for lost inventory, it does happen. Losing 100USD, nominal, not enjoyable no, but I could top that story with staggering figures if I calculated the past 2+ years of items I lost. Contact the shop you bought it from, they may be helpful.

this is a little different than inventory loss sitting in your inventory..this is a loss while the object was attached and active from what i am reading in the jira..

you will have to submit a ticket to customer service because live chat is more like a sub contractor with sl than employee..
from the sounds of the Jira they will get it reset for you..and yes weekends are the worst time because a lot are gone on the weekends that work for LL and the biggest loads on the servers are the weekends..

Atom, the issue isn't the animation controller, that's a copy item. The *real* problem is that Sine dances are no copy so as soon as they go into the HUD, that's the only copy and yes the loss was while attached by being displaced by an alternate HUD attachment.

As to the legality, whether that's relevant or not is moot. Point is, customers pay for stuff, SL loses stuff and then expects people to pay for support to get it back. Frankly, that leaves a bitter taste when it's their bug not user error. It's not really about who's lost the most either, if *anyone* loses and has to pay to get it back for a system bug it's wrong. I have no issue paying if I goof up but for their bug? No. Not right.

FWIW, the creator of Huddles, the animation controller that got lost, has been stellar, supportive and helpful although obviously unable to actually resolve the inventory issue so 10/10 there. I'll see how helpful Sine are compared with SL...

Sassy, since we know plenty of people HAVE been helped via Live Chat, I'd suggest you keep trying until you get someone who knows how to do it. Wait until the work week starts for LL though...I don't know where you are, but it's currently Sunday afternoon in California.

Also, if you grab Sine Wave's free AO and register on their site, it should pull at least some of your purchases into your account there without actually having to load them into the overrider. I understand they WILL replace based on that information.

Hey I didn't say I agreed, I just said that when you click that TOS agreement then you legally strip LL of obligations. Believe me, I know far too well about inventory loss. I just closed my sex toy shop this past week because of this LL drama, among other drama that was no fault of my own. That is after a week of non stop IM's from people with lost and broken items of my own.

And not all business owners really care. I tend to. My point is that most of us have been through this. And we know that support is a joke. Believe me, I know all to well. Maybe if you own a SIM you get actual support, but that's even questionable really.

Ann, yes, time wise tomorrow will work for me and I'll try again, hopefully to get someone with a clue and if nothing else, yes I saw the webpage at Sine and it answered one of my questions. That being where to get the times of the animations from in an easy way to put them into Huddles so that they ran full length.

Atom, I hear you and feel for you too. They, SL need to smarten up on being responsible. Oh how I'd like for them to put money into the business i'm in in RL and for me to turn round and say "sorry, you just lost that, we don't give a rats arse"

I have called Sine Wave after losing my full of dances chimera..no reply...
They have just lost a very good customer!

JeanGenie, two things:

1) Their messages may be capped. Try a notecard instead.

2) Unfortunately, a merchant isn't responsible for replacing something that LL/SL caused you to lose. Some do, but it's really above and beyond what's called for.

That may not be pretty, or seem fair. But the fault should be laid at the feet of LL, not the merchant.

strange thing happend to me today, I made a shell bed (for underwater) no mlp animations just snuggles.. (bits & bob) and yesterday it was there, today.. gone.. ok, so i didn't make a back up but it was really easy to make.. so I set about making another and.. as it happens I looked to the left and there it was up in the sky, where it was NOT yesterday, the inner bed and pillows were missing to.. very strange..

As far as I know joe blow can't move my sttuff, right? So how in the name of ... did it get there? half my distance from where it was...

Also today got a stale transaction message when buying from my fav plant person. wonderful they sent the missing items (cause the money went through) big hugs to them. (within like 5 hours)

I have found that Sine wave takes a day or two to get back to people, but they have been *outstanding* in helping me out on multiple occasions for various issues, including my own mistake, and a lost chimera that was Not My Fault. Seriously, they've been wonderful and I've gone out of my way to buy more from them because of it. What works is dropping a notecard on Alora Perse, being polite, and being patient. They do understand inventory loss. Heck, I purchased a dance twice by accident and they almost immediately let me trade it for something else.

In fact, thus far, almost everything I've ever lost has been replaced by the vendors.

I am now extremely careful about taking off HUDs and other no-copy attachments. I've never had a problem taking them off from within inventory. But detach from menu or by attaching something else or what have you? That can be a problem.

I sent a notecard, not IM, and many days ago...I will try again maybe i was just unlucky!
yes, is SL fault but partially also theirs, dances should be copy( NOT transfer) as all other products( poles, chair)...just my humble opinion!

/me agrees

Yes it isn't *their* fault but this is *only* an issue because their animations are not COPY/NO TRANS. If they were, this would be a non event. I hope to have another go at live chat today, times are favourable for me to contact support if nothing else.

Thing is at the end of the day, what is being replaced isn't a physical product so replacing "lost" items isn't exactly an expensive exercise other than time. What would be nice is if they coupled their website such that upon submitting a ticket number, it would let you re-request a product, similar to some other vendors that do this.

Anyway, I digress, it would be better if the inventory wasn't lost in the first place! I will keep my progress updated and also say THANK YOU for the help so far, without some of the bits of info in here, I would have just given up. Oh and I did get the notecard of the support chat from Susie, who's chat was about a dozen lines long, along the basis of "please log out, <time passes>, it's fixed, please log in". Contrast with my experience.

Laterz
Sassy

Sassy

I lost my chimera with 63 dances in it by doing what you did. Except my attachment was a pet follower. I despaired for days. Went and bought 6 of the best ones again but I was really depressed. It took me ages to put my chim together. Anyways ...

A one in a million shot ya. Rez the other SAA attachment on the ground and see if your Huddles is contained in or linked to it. Thats what happened to my chim and all my dances were still inside it when I unlinked it and took it back into my inventory. Why or how it got linked I have no idea. I was just glad to get it back. Its a one in a million shot but maybe. Hope so anyway.

Follow up to close:

I tried again with Live Chat today, hoping for a better experience with the regular folk so simply put the good news is that I have my Huddles back, had to pay but I accept that's a cheaper and less stressful solution than either buying it all again or getting frustrated trying to fight the system. Compare the following with the battle I had yesterday:-

IainC: Hi there Sassy_Romano, what can I help you with?

Sassy_Romano: https://jira.secondlife.com/browse/VWR-6110
Sassy_Romano: Lost my huddles due to that bug yesterday, i'd like an inventory restart/directory repair or whatever please
IainC: OK Sassy, I will transfer you to a member of the InWorld Team.
Sassy_Romano: ty
System Message: Please wait while chat is transferring ...
System Message: You are now transfered to Rika.
Sassy_Romano: hi
Rika: Hi. Just a moment while I look into this.
Rika: I have done a few things here for you. Have they helped with your situation?
Sassy_Romano: should it be back in my inventory right now?
Sassy_Romano: it's not
Rika: In a short amount of time. Have you loged off and on again?
Sassy_Romano: no but I can, should I clear cache while i'm at it?
Rika: If you haven't already done that today, then it's a good idea. You, as a suggestion, you should do this daily.
Sassy_Romano: really? ok. people have talked about a deep clear of the cache, what's that compared with just checking the box in the network options?
Rika: This may be something they're refering to when you clear the cache within your computer and not just the SL portion.
Sassy_Romano: ok, right well i'll clear and relog hold on
Rika: A simmple restart will usually do that for you.
Sassy_Romano: yes that's back thank you. I really appreciate it but you'll forgive me saying that we shouldn't have to sign up for support to get expensive stuff back after bug fixes. Anyway, i've already raised the dismal support I received (or rather didn't) yesterday with Cyn. Anyway, important thing for me is that I have it back. <HUGS>
Rika: Sure, I'll wait while you do this. He're where we stand: We will have restarted the computer, we will have cleared cache, we will have worked the Inventory from my end, we .................. oh. GREAT !!!!!!!!
Rika: I hope I've been of proper assistance to you today.
Sassy_Romano: you have thank you and I'll send a follow up to Cyn. There's also a ticket open 4051-4950461 if you want to close that
Rika: I will. Just a moment while I write the ticket number.
Rika: ok. Have a great day
Sassy_Romano: you too

Yay!

Hi,

I read this thread and really wasn't going to respond because I've been on the other end of those calls so my perspective is a bit skewed :^) But after some thought I felt perhaps it might help with the frustrations some SLers have experienced. (No I don't work for LLAbs but I've been a customer service rep for many years in multiple industries. I must like abuse lol)

FYI, these tips apply to any services which you may need to call/contact for any type of customer service such as utilities, ISP, TV, cable, cellular...not just Second Life.

1. There are several "teams" within any large service provider and not all teams have the same level of training, access or policies. Teams have scripts they MUST follow which use trigger words that tell the advisor what response is appropriate. 95% of the time the scripted solution is the correct one and a user's issue is quickly resolved. It's the other 5% where things can get mucked up but a knowledgable user can get moved to the next level of service if they know what trigger words to say and be persistent.

2. Many service providers have outsourced to 3rd party contractors in non-English countries such as India and the Philippines so there is a very definate language barrier to overcome. While they may speak/type excellent English they don't always understand idiomatic slang or colloquilisms that we use and this can create more confusion or delays. Be clear and consise when describing the problem and be prepared to repeat as many times as needed until you get the information you want or get to the team that can resolve the issue.

3. Never expect the same level of service on weekends/holidays as you would receive on standard M-F weekdays. Most of the higher level teams are not in site or not available on Sat and Sun even for services which advertise 24/7/365 support. Often there is a skeleton shift of the newest and least trained advisors "on call" so it's generally best to wait until Monday, if you can, to get experienced staff plus the advanced teams are usually available which means your request gets escalated that much faster.

4. Be polite, it costs nothing but can reap amazing benefits. I cannot stress how much smoother and faster things go when a user is polite. Customer Service reps are human beings too and are much more likely to respond to the obviously frustrated but polite user who is persistant. More important, the service rep may be moved to go beyond the defined limits of their team role and research your request to find out exactly which team handles that specific issue. Otherwise it's much easier to simply repeat the script as given and do nothing else. Safer for the advisor because they don't have to defend independant decsions to a team leader after the call ends. Some places will fire a rep for deviating by 1 word from the "allmighty" scripts.

Last tip...service providers can and will flag users' accounts for abusive conduct to advisors which means that every subsquent advisor will see that UserX is "abusive" and that will naturally make them less inclined to assist to the full or be empathetic to him/her. They may say they don't but they ALL do it and the user will never even know they've been flagged. They will still get the resolution in the end but it will take longer and they may have to jump through more hoops to get there...

HTH

StarCat

Glad you got your things back. Just wanted to suggest that dances are as easily played from inventory as from within a huddle, and with less lag/strain/script running... and with no risk whatsoever of losing the animation (since it never leaves your inventory).

I used Huddles for my walk and stand/sit poses. But for dancing, I find it much easier to play those right from my folder. *smiles*

My unsolicited 2 cents.