Sinewave and customer service complaints..

This is in regards to a post where responses aren't possible.

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The poster has a valid complaint that it's not fair and that money is being stolen. You are blaming the wrong people. Linden Lab should be help responsible financially for this issue. They are the ones that owe you the money for their software problems. Sinewave probably gets this problem more than we will ever know and has to wade through the honest people vs those that aren't.

Send a support ticket to LL with a copy of all of the necessary information and ask for a refund. Their system takes your money without a check to see that the product is delivered. That is their fault. It's their system that lags so that products don't get delivered. Again their fault.

State the issue and know that maybe with the people now hoping to make changes within Linden Lab, they can fix this too.

GL. For what it's worth, Sinewave answered my request and was gracious enough to replace the dance. They shouldn't have to do that, but they did. Linden Lab, accept some of this responsibility and do the right thing. Once proven, refund the money so that the transaction can be completed. Hell, send out customer credit slips that can be spent that way. Find a way to make this right.

that thread you linked was removed i think.

There's been enough complaints about Sine Wave failing to deliver products for it to stand out in my mind. There's a Jira issue about it. Perhaps there's something about how they deliver their product that SL is failing at more than usual? Or maybe it's just that's it a name I recognize.

It would maybe be in their best interest to get a scriptor out there with a LL representative and investigate the situation. Oh that's right, customer service... *looks around for it*

That place has been _packed_ every time I've been there. Every time. I wouldn't doubt that they're just pushing that sim too hard.

Good products, though.

This.

They should really open up a few satellite locations, an entire sim wouldn't be needed for each one either. I haven't been there in a while but I seem to recall thinking they really only need less than 100 prims to display their entire product line.

You need to go there now and re-assess that.

And there are 2 sims.

they are two sims now ..
i've been a member and buying their dances since they have opened and have all of them and a lot of their poses..
they have always been great about getting the dances to you as long as you send a note card and transaction number from your transaction history..

they have grown very big now and with so many people buying from them just on a regular basis and maybe having bad transactions..the back log can be big..now add an sl issue in there and the increase in wait time is going to go way up..

i have been in there group since it was put up and over the past week or so a lot of people came in the channel not getting dances..

i haven't heard of anyone not ever getting their dances that paid for them in the past..
i am sure they will get around to them like they always have..

Well I really don't feel like going in-world to look now, so rather than keeping me in suspense what's the deal? Do they now somehow have thousands of products?

Even if they've strayed substantially from their previous builds featuring a single ball on a simple floating platform for each dance, they certainly don't need more than that to sell the things in an outlet store somewhere.

They have a lot more products. And a lot more lag, even for two sims. Honestly, I like the idea of satellite branches myself. It makes for easier shopping for everyone.

i agree some sort of way other than going to their sim would be nice..even if you could get them from their website or Xstreet.
i'm not sure if they have them at either of those already..but i could wait for them to add them..i would go to another source for them in a heart beat rather than face the lag..

Not only is it horribly laggy, but it's so huge that finding the dances you want can take hours.

ya thats why i stayed on top of all the new releases..i could not imagine what it would be like to find a certain set of dances..
it's nice to only have to go to new dances..
i really feel bad for people looking for certain items..i can see it being frustrating..

Actually, the sheer size of the place wouldn't be a problem, if it wasn't for the lag. I am of the mindset that I prefer to try poses and animations out before I buy them.. but the lag is so bad there that I give it a pass. Which is a shame really. The few poses I've seen, I'd be blown away.

I know this is an issue with LL, but as a customer, and the purchase made from a business, I would expect the business to deliver to the customer what they paid for.

I would like to make it clear LL are not the ones who have received free money.

And customer service is not replying. Buy with caution.

I bought dances from Sine Wave on November 14, 2008. I still have not received my dances, nor have I received a refund. I'm out $1,000L. I feel they have stolen my money!! I have contacted every "source" that was mentioned and still nothing.

Now their new "customer service contact" is set up as a robot. Sinewave Gears is an automated response profile. YOU DON'T TALK TO ANYONE!!

I have been dealing with this issue for ONE WEEK now and i'm pissed.

Unfortunately there is NO ONE ELSE to complain to. MUST BE NICE FOR BUSINESSES TO BE ALLOWED TO STEAL MONEY IN SL!!

Well i FINALLY received my dances.

Sine Wave customer service sucks. It took 5 days for them to sort me out and get my dances to me while ignoring the message i gave the customer service rep. stating that i wanted a refund instead.

To put the onus on LL for refunds or anything related to a customer not receiving the inventory they paid for is wrong. Sure LL provides the system and means that we use to buy, but non-delivery and refunds is a matter for the retailer, NOT LL.

The way things are done now at Sine Wave is totally wrong. With all the scripting power they have access to the sales vendor script should be reporting to an external server every sale made so that "customer service reps" can go to a website and confirm the transaction too place before issuing replacements. And if they sold their dances NO TRANSFER instead of NO COPY there would be less of an issue of people making false claims just so they can get extra dances.

As a shop owner, I have to admit, there's nothing more frustrating than failed deliveries. It's not my fault it happens, but I am forced to rely on LL's communication system for my vendors to work. So, yes, the fault does lie with LL.

This does not, however, absolve me of the responsibility to help the customer. And I don't feel it's wrong to ask the customer to file a support ticket as part of that process. Maybe if every failed transaction had a ticket filed for it, LL might figure out and fix the issue that causes it.

My usual response is, "I'm sorry you're having this problem." It's the truth and I am not taking blame for the issue. I'm just going to resolve it to the customer's satisfaction if I can.

But getting hostile? Does nothing for anyone.

Now with Sinewave's situation, it does not hurt to explain that because of a backlog one should probably expect a resolution in X number of days.

ya it is no fun when transactions fail and Sinewave i don't think has ever had the growing pains since they opened..
they seemed to take off almost instantly when their animations were first seen..
i know every girl that saw me with them that first day all had them on stage the next..
and the sims used to only be packed on releases because everyone had them back then..so you could wait an hour or two and the lag would go down..
heck you used to be able to talk to the owner at any time because release dates were so far apart..

as much as they have grown they really will need to work on some kind of thing where people can get their products faster..i would hate to see such a good name and good business hurt because of lack of support or speed of it..

setting up their site and other places would take a big load off the sims..
that and probably slow down some of the bad transactions..

just one release of one animation can get their sims bogged down for days now..i think the last one i heard of which was maybe a week before all this was the kungfu animations..and those were just awesome hehehe

i hope everyone gets squared away and they do something to improve this kind of thing..

Sinewave and customer service those two words dont belong in the same sentence together
i have never gotten one answer from them.

Well as an avid fan of Sine Wave Dances I am too Frustraited when dances are not recieved. However i did finally get a reply from the bot which i think was actually a human responding and they did explain that that weekend of the 14th was a huge nightmare for them as none of the dances were delivered and have to now deal with them all...please tell me how you lot would deal with it?
im sure they are doing the best they can but we all know LL and SL has lost things and under performed for years.
Give them a break! im sure you will get what you ask for, and if you look now there seems to be another sim added so i imagine they are trying to combat this by spreading it out more to give less lagg..
anyway just my thoughts but you complainers should quiet down..ive personally seen txt on sine wave with people swearing all over the place about it...i for one would leave them to last for being so god damn rude!

When you are earning potentially hundreds of dollars a day (Look at Sine Wave island, each dance is 1 dollar and look at constant flow of green dots) then you should invest in the infrastructure to better expedite deliveries and transaction failure resolutions. They have the money, they have the scripters.

They could also switch to a server based vend system that could be used to re-issue failed delivery dances once people gave the server bot their transaction ID and the bot confirmed it against a website.

But OH, they like to make their dances NO COPY so that makes things even HARDER and really raises the very valid question about who really had a failed transaction and who did not because of theft.

They have the resources. Your reasoning is flawed. Give them a break? We give them thousands of dollars a month - they need to give back to SL by making a system to support sales and dance deliveries.

Nice attempt at message deletion by the way.

Hi there,

There have been a few blog entries and forum discussions about failed transactions at Sine Wave recently.

So this note is really just to apologise for the horrible time some of you have had waiting to hear from us over the last week. We won't let the same thing happen again. We love you all, and we know we owe you everything.

On Nov. 14th and 15th we had about 3000 failed transactions. Normally we have about 10 a week. I have no idea what happened on those two days; we did not change anything prior to the failures. We tried restarting the sim. Then all of a sudden the problem went away again!

When we've had similar occurances in the past, where suddenly things have gone horribly wrong for a day or two. In every case we make sure we respond personally to every single customer who contacts us with a problem.

What we failed to do this time, but will do in future, is proactively send out a notice to everyone who is in the queue waiting to be contacted letting them know we're dealing with the issue.

We have full time staff doing nothing but customer services, and over the last 10 days they have been pulling very long shifts, but it still takes a while to grind through 3000 tickets.

We're about 90% of the way through them now. We have created a new robot that recieves the transaction histories and that means we have everything recorded centrally, which is a big step forward. Until recently we had individual customer services people dealing with each case but nobody knew who was dealing with who.

Some of the posts here suggest the failures might be because our sim was too full. I'm not sure that's the case. The sims have been much busier than they were on those two days and had no problems in the past.

However, we just took delivery of a third sim, Brain Wave Island, now sitting next to Sine Wave Island, and that will help aleviate the problem.

There is something faintly creepy about saying "We remain committed to the highest standards of customer services... blah blah blah." Makes us sound like a bank or something.

But anyone who knows us will tell you we do what we do for the love of it. To see all the georgeous people who live in SL, hanging out and doing our moves means more to us than anything. It makes us proud and it gives our lives a purpose. We screwed up over the last week. We'll try harder next time.

lol realised it would probably start a bitch fight and as i have better things to thought i'd rid of it but hey i still stand by it...maybe they are working on something? who knows