How to get a response from Linden

As a newbie I am totally p*ssed off with the response, or should I say lack of response from Linden and would appreciate any tips from anyone as as to how to get them to sit up and take notice of the customers who pay their wages.

I raised a ticket on the 12th Nov at 6:05 am as I found the L$ limits very restricting while I'm trying to set up house in SL and asked for a review. The five day SLA has been and gone with no response. I have updated the ticket with a request that this be reviewed but so far no response yet again. I think this is the first time I have had to beg people to let me spend money with them! I have now raised another ticket pointing out that the previous ticket has been ignored, so now that is also being ignored.

I stress this is no way to treat paying customers. What in hell do you have to do?

Any tips anyone?

Call. Or, if you're Premium, grab someone in Billing Live Chat.

I'm premium but have just had a snotty reply including the following -

"Unfortunately, we are unable to consider an increase in your Billing and Trading Limits within the first 30 days of account ownership. This is based on from the time when you first had a billing transaction with Linden Lab, or from when you upgraded the account."

I have reopened the ticket asking who they think they are treating a paying customer in this way and asking for a supervisor to review. Interesting to see if they start acting like a commercial concern instead of concentrating on disappearing up their own backsides.

I don't seem to have any option to chat with them in Billing. How do I find this?

I believe you're "stuck" at those limits for 45 days to lessen the risk of credit card fraud - ie opening an account with a stolen card, buying loads of L$, then transferring it to another avatar before the bank catch up with you.

There are several other sources for L$ but be careful - I rarely buy L$ but others can no doubt recommend where.

Broccoli

You have to go through all of the Solution Finder steps before it comes up. Just choose random stuff and keep clicking 'My Answer Is Not Here' until you get to the end.

Lack of response from Linden? Don't feel too special about this as this is the norm in sl.

Welcome to the club.

I agree with Broccoli. I think the issue is that they are unwilling to consider upping the limit during your initial period. I do think you at least deserve a response telling you that.

They will sometimes increase limits early if you a) make a compelling argument and, b) talk to the right person, when they're in the right frame of mind.

Meanwhile, sign up on www.slexchange.com. Their currency exchange uses LL's Risk API, so it's a fairly safe way to acquire Lindens...I've never heard of anyone having a problem, in any case. Do not, I repeat, do NOT, be tempted to buy on eBay.

For goodness sake, 45 days delay in case of credit card fraud? What planet do these people live on? In any case I'm using PayPal as they seemed to have problems using a UK Credit Card, goodness knows why. I have a confirmed PayPal account by the way. This is quite honestly a heap of nonsense, I used Paypal to pay a US$300 transaction elsewhere the other day without any issue and the item ordered has since arrived. Here we're talking possibly US$50 which will take their total risk to maybe $80 over the 11 days I have been making payments by this method if for some twisted reason they see this as a risk.

Sorry I remain totally unimpressed. Great system, crap accounting.

I am probably f*rting against the wind but it is about time someone challenged this nonsense. Having invested a lot of time and a little money so far, and as a reasonable person, I'm reluctant to leave, but I can see that happening if they don't get sensible quick.

It's a standard policy and many people have challenged it. None have yet succeeded, although I expect Linden themselves understand the need for upping the limits.

Don't take it personally. You could be the most trustworthy person out there, or the dodgiest geezer this side of Arthur Daley... and be treated the same.

The other thought, of course, is protection for you. I can see people coming in, totally overawed by the whole thing, and spend hundreds of dollars on "game money" to buy everything, then thinking after 2 weeks "wtf did I do wasting all that money for?".

Most players take a month or two to actually get as far as buying land because it takes that long to settle in and decide that you actually want to stay and be part of this great community. It seems to me that you've come to grips with SL a lot quicker than many ... which normally is a good thing, but in the case of needing cash, a problem.

I'd go with the SLEx option for now, to be honest, and in a month or two you'll look back on this little episode with a grin, as you realise how irrelevant it really was in the grand scheme of things.

Broccoli

The General Resident limit once you're past the first 30 days is $2500/per month...if someone could spend that much right off the bat, that would create a significant risk. There are a number of people out there who steal credit cards, use them to buy Lindens, then auction the L$ off on eBay. The current limits make that more difficult.

Broccoli's right..

The probably think they're the ones that own SL.

The rules are pretty clearly stated. You can try talking to LL but you might do better if you politely ask for an exception and sound less like a spoiled kid.

A compelling reason would be if you won an auction for land. Short of that, there is no way to verify that you actually need the money.

I'm sure you're right Broccoli, and in a few days' time I'll move onto the 14-27 day rate at which time there will be no problem. Unfortunately in RL I am going on holiday (somewhere I'll only have dial up internet) and want to get some stuff fixed up for my GF before I go. I stress, I don't think I'm being unreasonable, just asking for a hearing as a paying customer. The fact I was ignored for 5 days is indefensible on the part of Linden in my view.

Sindy I did ask politely. That's the point, wait overthe SLA time, get no repsonse and then get told no way Bro. Not good customer relations. I wasn't asking for a whole lot extra

I have been waiting for nearly a year for my up my limits review thing

No clue why I never got a response, I gave up and just deal with it (I am 1 year 7months old in SL)
so mine is definitely not due to the 45day old thing LOL

what`s the problem? just by from slexchange L$100000 from day 1, hell, it`s even cheaper then buying on the lindex...

Unfortunately not something newbies know about or can be sure they won't be ripped off. All to do with experience I guess. Thing is I stress what I'm having a rant about is the lack of response, not necessarily the rules, though I happen to disagree with them. If I'd known five days ago they would not bend the rules, I'd have been posting on here asking what I could do and would have been sorted by now!

Maybe it's just me and I should have been a caped crusader!

Offer to invest US$10 million. It might get their attention.

Unfortunately, their billing department is the worst I've ever come across. You often can't get a timely response even when you want to give them money. You have to call or start a live chat.

I am just wondering why you would think with all the thousands of support tickets, bug reports and abuse reports they deal with everyday they would even remotely consider dealing with someone that is asking them to break their own rules?

Guys thanks for your help, I've taken the advice on SLExchange, looks like that will solve my problem.

But I'm only asking them to do what they say they will do, and I quote -

"How to request review of your limits
You may request a review of your account to increase your limits. Please visit the support system and submit a ticket.

Premium account holders should select the Billing and L$ -> LindeX Tier Review ticket options.

Basic account holders should select "Special Questions - Basic account or Guest Login" -> LindeX Tier Review.

We'll review your request and get back to you within 5 business days."

Maybe I'm just naive and believe in the milk of human kindness LOL

Sorry, Ruth stopped lactating after the prim baby was weaned.

Monday the 12th was a US holiday (Veteran's Day), so that didn't count as a business day. Then, Tuesday to Wednesday is one business day, Wednesday to Thursday is two, Thursday to Friday is three, Friday to Monday is four, and Monday to Tuesday is five. They had until 6:05am SLT on Tuesday the 20th to answer and so were well within the five business day estimate, even if the answer wasn't what you wanted.