LindeX limits

Over a month ago I opened a ticket to review my LindeX limits. After a couple of weeks I opened another one, thinking they forgot my previous one (website says they respond in 5 working days). Then I had 3 (three) live chats with nice operators, who obviously have no power to solve the problems they're supposed to, and I'm still stuck at my previous limit. So, did anybody run into the same issue? Any advice on how I can get rid of this situation? Thank you for your help.

They've never been terribly responsive about reviewing limits. The only other thing I can suggest is to try calling the Billing number.

https://secure-web5.secondlife.com/currency/describe-limits.php

That page states says they will respond in 5 working days. They don't. They also dont make clear the review criteria. I wanted to greatly increase my business and so requested a two level jump. Nope, you cant do that, I was told in response to my first ticket. So I maxed out my trading limits and requested a single level increase. 10 working days later, no response yet. Nobody in the billing department can say how long it will take, or even who to *ask* how long it will take. All they can say is its in the right queue. Neither telephone nor live chat is helpful on this issue. In fact calling billing, they said its handled in San Francisco (billing is in Britain). Calling Linden Labs SF office, my call was forwarded right back to billing. *sigh*

Obviously they should not direct you to follow a process and make a 5 day promise they cant keep. They should (a) edit the web page to say what the real review time is or (b) hire more staff to meet the target. They should also make clearer the criteria for review. It wastes everyone's time to submit a request they will reject.

I will second Arthesia's request for help with what, if anything, does work?

The one suggestion that I can make is create alts. After a month, they will have the resident 1 limit each.

In lieu of the LindeX buy/sell options, you can open an account with Second Life Exchange (aka SLX) at www.slexchange.com and buy/sell L$ there. I'm not aware of any limit in SLX.

[Edit: by the same token, do NOT buy L$ through eBay. It's not supported by LL.]

So like they are advertising "Enterprise Support" now, with 12 hour response time. The one thing they left out of the description was the price, so out of curiosity I filled out the form and asked how much it was. Who knows, it might actually be worth it to me to sign up, just to get past the hurdle of trading limits reviews taking forever.

Two days later..... nothing, no email, no phone call. Yes, it was a weekend, but they advertise 365 day service. Great way to prove how responsive you are gonna be...NOT!

They're not fully staffed on the weekend and the staff they do have generally only deal with issues which need immediate attention. This does not qualify. In any case, you aren't paying for the service yet and therefore shouldn't assume they're going expedite your inquiry.

No, I'm not paying for the service, but if they want to _sell_ me the service, it might be a good idea to show they can respond quickly. That was my point.

So I got a reply about the Enterprise Level Support Program. Took 2 days 6 hours. Since I submitted my question on a Sunday, I will grant them some credit in responding in less than two working days.

What I got back was a copy of the web page describing the program, which I had already read, and nothing about the question I had asked, which was how much does it cost.
So no points for being responsive.

A friend inquired about this in Live Chat and reported her findings on SLU. Enterprise Support is a one-time, non-refundable fee of $25,000 USD. As the name implies, it's targeted at real-world enterprise clients who are used to 24-hour turnaround time on support tickets, not the 2-3 weeks that Concierge customers currently suffer. Here's the thread:
http://www.sluniverse.com/php/vb/general-sl-discussion/12680-enterprise-level-support.html

Last year I remember requesting a trading limits increase because I had this idea that I wanted my sell limit to be equal-to-or-greater-than my current holdings in land. My request was silently ignored.

A couple months ago I sold a bunch of L$ to buy some islands, and hit my head on the Sell Limit ceiling when I wanted to cash out later to pay off my land use fees. They did increase my limit then, presumably because they understood that I would be unable to expand my enterprise unless they upped my sell limits.

So, my theory is that if you can make a case that you can't pay your tier or won't be able to purchase more land without an adjustment, they will honor your request.

A couple of comments, Wildefire,

I'm already maxed out at the Resident 1 level, so its not a speculative request on my part for some transactions I might do, I'm up against the wall and cant expand any more on this account. I have a workaround, create an alt, or two. After a month they will have more capacity to trade. Though it will be a pain to move L$ around all the time between accounts.

They did get back to me the second time, this time with the amount, yes its $25,000 a year.
Their "contract" is nothing more than the ELSP web page listing the services, with the missing price filled in. Which in my mind is not a well written contract. Where's the penalty clause if they fail to meet the targeted response time, for example? Nowhere. If I was gonna pay that much up front for a service, I want a lot more detailed contract.

Now, DirecTV manages to come to my house and install equipment the next day, and my cell phone company credits my bill right away for a service outage. I pay in the range of $50 a month each for those services. So, to me, the kind of service they are offering with the ELSP is what the concierge folks should be getting for their $125/mo or more (sometimes a lot more) in monthly fees. Not all the fancy island cloning stuff, I mean just getting your issue handled in a day or so.

Update: Now a full month since I submitted the ticket, no action yet. Now I'm trying to get in touch with management to get them to (a) stop promising a 5 day review which they obviously are not meeting, or (b) put some more people on the job.

From a business point of view, it seems stupid to ignore your customers who want to expand, Linden Labs.

In my continuing effort (unsuccessful) to get my billing and trading limits increased, I started using alts. After submitting four tickets on four accounts, the time to respond has been 26 and 41 days on the two accounts they did reply to. On the two still in progress its been 27 and 34 days and counting.

I was maxed out (over 90%) of the USD 2500 limit in each case. Apparently the Linden who does the review (I wont name names) only looks at your usage *at the time she reviews it*. Since this is taking a month or more, my usage had decreased by the time she looked at it... I had moved my activity to the next account by then. So Ive been turned down so far.

My conclusions so far are:

(1) You need to max out your limits, and *keep* them maxed out until they get around to reviewing it

(2) Usage on alts apparently is irrelevant, they seem to look at one account at a time, but using alts *is* a workaround if you need more trading limits.

(3) My ticket to get a manager or supervisor name to discuss the issue was closed without comment. I would like them to stop promising a 5 day review when its obvious from my own experience and others on the forum they are far from meeting it and always have been. They should either (a) fix the web page to reflect reality or (b) put more people on the job and meet the review time they promise.

It would be nice if they also told us more about what the review criteria are (like just how close to the limits you need to be). The web page is very vague about that, and it wastes everyone's time to submit tickets that are going to be refused.

Ticket opened: 7/20/08 2:42 PM PDT
Ticket closed: 7/23/08 12:12 PM PDT

Your account has been reviewed and limits raised to Business Owner 2.

Second Life limits are in place for usage patterns monitoring and for building a business relationship. To have your limits raised is usually done in 1 level increments as we observe the needs of your business. For future limit reviews, please open another support ticket (Billing Type: LindeX Tier Review). You may request a limits review during your next billing cycle and under normal circumstances, if approved (hitting current limits), you may be moved to the next limit.

For your convenience access the provided website.

https://secure-web0.secondlife.com/currency/describe-limits.php

Thank you,

Jay Linden

This is really bizarre. Just last week I had to raise my sell limit again, so I filed a ticket and they upgraded me in less than 24 hours. (I was shocked!) You really should call them, I think. Something doesn't sound right.

I think they recently got some new people to work on it, or policies changed.
I did finally get an upgrade on this account, and one of my alts, but the times
were wildly different, and a different Linden person responded:

Ticket 1: Opened 10Jun08, closed 4 Aug, time = 55 days
Ticket 2: Opened 30Jul08, closed 5 Aug, time = 5 days

Older tickets that did NOT get tier upgrades ran 26, 33, and 43 days
and had another Linden person replying. By the time they looked at it,
I had moved on to a different account and was no longer maxed out.

Note: I had been using alt accounts as a workaround. In my last tickets I
asked them to look at my *total* usage across all the accounts tied to my
name and credit card. The upgrades I got were justified by how much I was
using already. I don't know if that made a difference in their review.