Pull the product??

I created a set of blinking prim eyelashes for my doll avatars with a simple color change script inside them. I knew when i built these that some people would ask why they don't blink in sync with the randomly generated avatar's blinks. My thoughts were (silly me) that if you are already blinking uncontrollably under prim eyelashes with shortened but yet still barely visible SL eyelashes and lids that a set of blinking prim eyelashes was the next 'best thing' to reality- considering that no one i've talked to in the scripting world can tell me how to or if our av's blinking can be controlled but several have said "no way", and emphatically at that, enough so that I believe it can't be done.
Next comes my first customer service issue. I've included a notecard, hand out freebie demo lashes that are unscripted for any sizing issues, and don't make any false claims that they can be perfectly synced. Customer says that she's unhappy because they are "unusable". Sure they are, just turn them off, they still look good not blinking, they still have color change, and they are nontrans so you can't send them back to me, is my first reply/thought...
But then i realized that this could turn customers against me- that maybe i should just pull the product and take out the blinking entirely. I find i have to do far too much explaining when I sell scripted items than what i feel it's worth, even when i include notecards, they don't get read, and i write them at about an eighth grade level purposely.
Would you pull it or just stand by your product?
Yes, having worked CS for years iRL i realize you can't win 'em all

If you've only had one or two complaints, I would say - don't 'pull' your product. Simply explain that they do have a choice, etc. As long as you make it clear in your advertising that they don't blink in sync. If the 1 or 2 people are still unhappy - too bad so sad... If you get MANY complaints, then maybe the hassle for you isn't worth it. You can't please everyone.

Just decide based on your own frustration level.

If you don't mind and can handle the occasional complaint, just accept this will happen. And keep the product. If you feel like it's not worth the frustration, than pull it.

SL is limited in a lot of respects.
Some people always expect perfection and blame you if you can't deliver. Most will understand though. Often even those that initially feel cheated, if you show honesty, concern and take time to explain the limits you have to deal with.

If it were me, I would probably remove the blinking. It will probably get some worked up when they see the effect. and after all, dolls don't blink usually, do they?

Is it? Remember - we're talking about blinking that synchronises with _avatar_ blinking, i.e. the standard blinking that unadorned avs do, not the sort of blinking involving a whole av head that replaces your eyeballs with prims.

I'd be interested to hear how that would be possible.

LOL you're right dolls don't blink... But our av's do...And we fashionistas who wear falsies are walking around blinking only our lids, not lashes, lol, so it's all very surreal and weird.
On one hand- i'm not claiming they're perfect. On the other- i can see where it would be falsely assumed that they'd be timed perfectly with the SL-lids and a big let down when not. I can't "afford" having a product cause that feeling, even if unintended, being a very smalltime operator.
I'm simply going to change the vendor's texture to read *can not blink in sync with avatar* and let them make the choice. I'm also going to start offering a set of lashes that don't blink, but do color change, for maybe a couple lindens less. Thank you all for your advice!

nonono not prim heads, not prim eyes, not prim dolls
Normal eyes, our standard avatar eyes and lashes.

Oh yes, I remember now..

Just ignore me everybody!

Sorry!

Good idea!

Another minor suggestion: If someone bought them before you posted the new wording and is unhappy, you might want to consider a refund of the difference between the blinking and non-blinking lashes (as well as sending on a pair of the non-blinking.) ONLY do this for those that purchased it before the change. Any others that complain afterwards were warned, and thus if explaining to them doesn't suffice.. *shrugs* You can't please them all.

Please bear in mind that they've always been both- blinking and non- you just turn them off you know, like the clapper
i also documented the un-sync-iness via a notecard inside...but now it will be more upfront and clear...it was never hidden or disguised.
Anyone have any other examples of semi-unrealistic customer assumptions they'd like to share? it fascinates me what we think is possible and probable in SL, depending on our levels of expertise or interest. I've written many a creator with "what-if's" to hear "hahaha umm no" and sometimes the rare "wow, great idea" but i've only had one or two of these "i thought you meant that it would....xyz...and it didn't" that turned out to be purely my own ignorance on the subject and the creators were nice enough to rescript it for me.
Most recently i asked a sculpty designer to do a hollowed heart...in other words just the outer edge. She informed me that it really couldn't be done...However...no offense to her whatsoever... I found one the very next day. We're all just human in here, after all

Like you've said, the idea of adding "blink on/off" to the text in the picture, is a good one because then people will be likely to read the notecard (you are including a notecard in the package, right? Explaining how to turn blink on and off?)

My silliest CS in SL: A customer was hostile to me because he purchased stuff that specifically said, "Mod/Copy with No Trans," but he wanted full perms. Guess where he bought them? SL Boutique (now Onrez), where it LISTED the perms. His excuse was that he wanted to give them away as presents to a lot of his ladies. Needless to say, he didn't get what he wanted, nor did he get a refund.

My silliest CS in RL: Anything to do with VCRs and universal remotes. I've done tech support call taking for 5 years.. I hate universal remotes. But first the VCR incident: We had a customer bring in a VCR for head adjustment and to get a stuck tape out.. next thing I know, all the techs had crowded around the electronics repair room. Stuck my head in and almost died laughing. What that couple was doing was as stiff as pr0n could get!

Now for the universal remotes: I'd get a call from a desperate customer from time to time. Their remote that came with X product would not work for X product. They've changed the batteries and all that.

Cust: I've changed the battery, so it can't be that!
Me: Does the remote work on anything else in the house?
Cust: Well, it works with the VCR, but it's not working with the TV.
Cust: Does that mean.. something's wrong with my TV?
Me: Is there a TV button?
Cust: Yes.. (silence for a moment)
Cust: Well, damn... it's working.. (insert various noises meaning embarrassment) Sorry to waste your time.

Now, I don't call a customer an idiot, and heck, I've done it too. Those buttons can be squished by a book, newspaper, the kid...

If you take every product off of the market that one person has a problem with, you will soon have nothing left to sell. Just make it clear in the product info what they are getting, you can't force them to read it, but at least you did all you could to make it available to them.

I won't share mine specifically - lord knows my friends have to hear me whinge about it all the time! No matter how many large signs, greeters, disclaimers and warnings I put out, someone will always manage to ignore them all and then shout at me for it. I guess where I'd be embarassed about buying something without checking what is was first, some people just get angry about it.

The best one so far has been "But my friend told me your product does this, and it doesn't! Give me my money back!"

Eh?