Process Credit Fails - Support hangs up phone - Lawyers on the phone

I have had 2 credit processes to paypal fail.

The first time support reversed the transaction and resent it.

The second time all support requests were ignored.

Both credit processes appear as completed altho I know for sure the first was reversed.

I was hungup on by Del in support (the only person there) who actively refused to forward
me transaction IDs so that I could chase it up with paypal.

These are MY transaction IDs. I have every LEGAL right to know the transaction IDs.

SecondLife WILL forward me all transaction IDs or I will request them via the courts.

This process credit bug needs fixing as it's taken me 2-3 months to even get close to
seeing the possibility of getting my money.

If anyone who isn't a flunky billing support person and can actually fix my problem before
the courts become involved is reading this you can ring me 24/7.

-Ben

Good luck with that, LL doesnt even look at this forum anymore.

After the last phone call I was told I'd get an email with the transaction IDs and a followup on the problem.

No email.

Just stealing now?

-Ben

SL have not responded to any of my tickets since the first payment failed and was resent.

I was hung up on by support 3 times.
I was told investigation had been started when it hadn't.
I was told I'd have the PayPal transaction IDs 3 weeks ago.
I was told I'd be rung with the results of an investigation 1 week ago.

I've been chasing my money for months now.

-Ben

Yikes, that sucks. I wish you hadn't seen fit to flood the Current Version Feature Feedback Forum, though. LL is unlikely to see your flood, and if they do, they're unlikely to do anything but ban you.

Why did you get hung up on? Were you beligerent and rude? Did you scream and shout? I know money's pretty important stuff... I'd be up a creek if LL didn't process one of my credits... but you have to remember that the people you talk to are people. Don't treat them like dirt. Even if it comes to the point of having to make threats of legal action, it's possible to do this in an even tone of voice without being cruel to the individual you're speaking to.

The other side of the card is Lex - those people are representing Linden Lab.
If they keep making promises that aren't being kept, they are liars. It's not reasonable to expect to be treated gently and respectfully if you are revealing yourself to be a liar, even if it is on behalf of your employer.
A basic principle of dealing with customers is that you have to be seen to be honest and on the customer's side, especially when you are the customer's only point of contact with your employer, especially when your employer is in the wrong.

LOL.... really seems to be the American Way. I don't get what I want, I go to court....

Good Luck with your court.... Be careful, you may be spending a lot more money that it was all about.

Morwen.

I'm aussie man.... We don't go to court here unless we have to.

We have a small claims tribunal that should hook up with their Internation Chamber of Commerce arbitration. Will be able to get an order that they have to pay for only a small court fee and no lawyers.

I think it's the only way.... If support won't answer my tickets.... If they lie to me and constantly fuck up my account..... If they refuse to give me Paypal transaction IDs so I can follow it up myself.... If they hang up on me when I ask for those transaction IDs..... Then I guess they will only respond to me if forced to by law.

If it didn't cost me so much to ring their support, wait on hold to talk to one of the 2-3 ppl that work in the office, then get nowhere..... Then I wouldn't mind quite so much waiting for months for my money.... Those phone call costs will be part of my claim.

oh and btw... The hanging up was more-so because I kept asking for transaction IDs and she "Del" said it was 5pm and she was going home...... Basically it was more important for her to get out of the office on time then it was to help me.

-Ben

Costumer NO SERVICE is common now a days with LLabs. These days as someone already said LLAbs doesnt even read the forums anymore. There seems to be bug after bug after bug these days. But not giving you your money is just wrong. Its bad enough is letting under 18 in the game etc. But how can Philip Linden say this remark....... http://members.forbes.com/forbes/2007/0507/076.html
and say its real? Since nothing really does "exist" so does its Linden monies. Hence LLabs can claim that since everythign that exist belongs to LLabs what you had in monies really belongs to them ( if they so choose to say or do ). I met philip linden a few times in world, but really is this person the same person we know from even 1 year ago? Let along 3 years ago? highly doubt it.

Also if you have not already read this forum piece......
Usagi

PS i sure hope you get your money

When you have time check this USA report on LLabs. very intersting

http://www.goldengatebbb.org/commonreport.html?bid=57373

Doesn't matter who stuff belongs too.... Soon they'll lose their Paypal account anyway.

You can't do adult or gaming transactions with Paypal.

Adult sponsorship programs used to send millions to their affiliates via Paypal. Not adult transactions, not gaming transactions... Pure B2B transactions... Yet they still had their accounts frozen.

Soon as the neo-conservatives findout sex and gaming are happening on SL they'll call in their army at VISA and the IRS who will pressure Paypal, who will shutdown billing for SL.

-Ben

everything about LLAbs payout service at time has been nothing but a peach. But now a days......billing is getting worse and worse. what are we to do?? Well sooner of later LLabs will be getting out of the cashout business totally.

BTW did you look at that BBB link?

Ok. I work in a call center in RL. You need to get a manager on the phone. I've called Linden Labs with a problem with billing and the guy I talked to was more than helpful. He was great.

"Del" is NOT the only person who works in their billing department. Keep trying, you'll get someone else, and if you are still having trouble, please be polite, even firm if you have to, but get a manager if you have to.

Linden Labs went from billing in house to an outside company. I'm having trouble because my credit union is refusing their transactions (the Linden Labs rep I talked to told me this - and that they are getting this a LOT).

They changed to an outside company and it has not been pretty.

Man, I'm sorry you had that problem - you got a dud of a rep on the phone. Keep trying, you'll get a good one. I did.

Spook

Can you beat that! they are switching money matter to 3rd party company. Nomore inhouse bookkeeping........
what is making me laugh here is how they are paying for outsourcing the book work? all these freebie accounts can`t be helping in the income for LLabs? Must be those ad companies are giving LLABS the ability to pay for this option for them.

Yeah thanx man, opened a complaint with them, given other people who registered billing complaints have been resolved I hold out hope for that one.

If it fails then is there an Ombudsman in the US?

If not then I guess the next step will be Small Claims Tribunal here in Australia.

-Ben

Yellow, there are many paths to take to deal with such matters. Your on the right path now. Strange how all of the sudden the llabs ship is nolonger traveling in a straight path. Wonders when LLabs is to do after this update? Shakeshead...when I started back in 2004 oct the worse we had to deal with was not being able to log in for hours. Now its more complex more bugged issues, more alts, more hell and more Drama then ever before from LLabs. Wonders how the content providers are dealing with these issues now. And how long are they going to stand for it.

For a very long time i support LLabs and their efforts, but then 6/6/2006 came up......What was wrong then is correct now. Rules, bla bla bla........... as someone said resently about a year ago we has 6,000 online at one moment. BUT NOW as high as 38,000+. Now Growing is a wonderful think in human sence BABY to child to adult... A comapny a 10 man group, to 50 man group, to 100 man group etc.( you know what i mean ) BUT how LLabs grew and leaving in their wake the people that helped then reach this currect level ) helpers, content providers, etc....Is just not the way you control a business. You always remeber the little people that made you get to the higher levels you are at later. LLabs is not close to being the company i was hatched from back in OCT 21st 2004. OK times change and so should I. But facts are have changed from a simple player on Sl to someone that has given TIME, energy, etc. to LLAbs as a helper ( just as many others like me that felt helping is and was important backthen and before ). I am not special at all just a person that has wanted to do its part to better then game. But look at it now, well its BIGGER and there are SOME real large companies paying ads Dollars. But its us the users that have been forgotten and thrown to the side for all the effort we put in. Well you may ask. WELL THEN QUIT...........Well thats a simple minded remark some simple minds might say. But really i want to be here, and to continue to help. But as times gets worse and worse, well.........

Usagi

I got suspended awhile back they said i tamperd with a script to steal other Players Lindens, I had a decent amount of money on my account and they said suspended for 7 days or something like that.. After a month of my account not bein activated and them hanging up on me and not responding to my e-mails i finally talked to someone from LL and they told me it was a mistake and my account was permantly banned not suspended.. So all my hardwork.. Shops, items, money down the drain

I feel your pain

Customer service is important, Main Stream companys customer service always has to be at it's best... ever heard the saying "The Customer is always right" untill proven wrong. LL is more than likely nothing more than some college project ran by students out of an apartment lol. From what i've seen it seems like it. If EA games ever did some thing like the way LL does stuff they wouldn't be in business very long

Than again read the terms of service see what kind of things they put in there to save them selves from law suits.

I beg to differ EA sucks with updates, there probably worse than LL. Look at the entire battlefield series.

ok bad example.. But i didnt mean update wise.. Just Support wise with calling and such.

No, LL is the worse I have dealt with. I hope they are sued and go down hill. Maybe will teach them something customer service. Or not.