LL are hopeless, it's official! That's what we have told the BBC.

I don't know where else to write this complaint so I'm writing it here.

I hope this serves as a caution to anyone just thinking of joining SecondLife, especially if you are thinking of paying for a premium account.

It's a part of an email I sent this morning to the BBC (Watchdog) about the incompetency of SecondLife, and their complete disregard for people who make an important income within the game.
The BBC News was the first place I was introduced to SL and I'm going to make sure that I know let the BBC and everyone else know that SL are letting people down!

Why-o-why will Linden Labs not answer the phone or emails in 5 days?

I have had my access restricted incorrectly (Cannot access SL from my computer), and believe me it IS incorrectly, yet there is no one willing to answer my request for help.
I have NOT broken any rules, I have not caused any grief, I have not committed any fraud, I have merely played the game, met with friends, written a few (legal and harmless) scripts. [Edit] Although, if I have broken some rules that I'm not aware of, then surely telling me would be an intelligent start!

5 DAYS NO REPLY! 6 Emails now, calling 19 times in the 5 days and getting half an hour or so of music (which I did like) and then getting told to leave my details and someone will get back to me, well it's 5 days and I'm still waiting (and banned), as far as bad advertising goes this is about as bad as it gets.

Does nothing ever get LL's attention? Phone calls or emails, nothing works.. surely it doesn't take 5 days to reply and say, "hey Im sorry, I'll look into it and sort this out ASAP"? and then actually follow it up and correct it.
They have always had issues keeping up with the demand of their own success, i.e Iffy updates, long periods of times unable to connect, packet loss making the game unplayable... the list goes on, and now it's certainly reaching a level where their service, which some of us are paying for, is not fit for it's intended use.), and LL's failure to even glance at my problems is costing me money, a fair chunk of money too.

I don't really care about excuses, mainly because there isn't one that satisfactorily explains this enormous failure that a fair number of us are experiencing. I say a fair number, that's because I know have been in touch with over a dozen people that have their accounts inexplicably restricted, god knows how many more there must be. I'm lucky enough to be able to use a free phone number, but I know many that have to pay for their calls.

This email is intended to achieve one thing, and one thing only, getting the residents of SecondLife a better experience.

I mean, come on LL get your act together, start doing what some people are paying you to do.

I have made some friends in SL that i am unable to contact or interact with because YOU are failing.

Stop using "We are trying our best" as an excuse, it doesn't wash anymore. If you can't deal with the demand, scale things down a bit.

The solution is simple, answer the emails, pay someone to answer the phone, put up a notice on the homepage stating that there is an issue and that you are dealing with it.

Take my word for it LL, YOU are making errors and NOT correcting them.

If you think you have reason to ban someone, then at least have the courtesy to let them know the reason why.

Ill finish this with an old saying, "A rolling stone gathers no moss", myself and a few of my fellow ban victims will keep making our point using the press, forums and emails. this is NOT acceptable!

I don't want you to just Un-Ban me, I want you to make contact with me, thats the least you can do, isn't it?

There is no excuse for ignoring people. If you don't have enough staff, take on volunteers or something, whatever, just do something, will you, please!

Sincerely

Chumley Leopold

PS, I don't expect a total ban for writing an email explaining your faults by the way. Just sort it.

Who is "we"?

"We" are a number of residents who have had enough of sitting on hold listening to music.

What we are so riled about is the lack of contact and the ability to converse with people who can sort out our issue.

Were you not the one selling Lindens on eBay for less than LL can sell???

So what are you saying...no one else should join? That's ridiculous. I have, and I'm sure many others, no problem at all with LL. I don't doubt you are having issues, but statements like this are non-productive IMHO.

if you put your basis for 'making a living' into the hands of a 3rd party.....well who do you have to blame there

Sure we ALL love making extra money on SL but don't quit you day job....

No no, I'm not saying that at all, I said it was a caution, not a No No. If I was saying don't use it I would have said that.
If I meant that I would also not be trying to get this sorted... I would simply stop playing it.
Up until this happened I had a fairly good ride, apart from a few technical probs. This is intended to get some attention to issues that are not being tended to, mainly a response.

But I have some friends that have joined SL and have only enjoyed it for a week, and have had the same thing happen to them, hours on the phone and no reponse.

This isn't intended to put people off of joining, but it's here to nudge someone to answer an email, and let people know that there are some extremely restrictive problems that nothing can be done about as no one will make contact.

Some people do, I know of a few that make a nice living out of SL, I don't I make an important income, but its by no means my main living. However I don;t like missing out on money for the reasons I wrote above!
[Edit] I have to say, that i agree, if you put your eggs into one basket then you have to expect them all to break when things go wrong.

So which part was sent to watchdog?
Looks to me as if the entire thing is addressed directly to LL. The BBC aren't postmen, I think you might have better luck explaining to them what your problems are with LL rather than ranting at a 3rd party as if they actually are LL.

Also, the only complaint you seem to make is the inability to contact LL. It hardly makes for prime time viewing. Try spicing it up a bit with some actual details of wrongdoing. Perhaps if you can prove that you have been banned and they are billing you still, that might do the trick, but I suspect it's merely an inability to access SL.

I'm sorry you have had a bad experience. I agree with you that LL needs to get its act together in regard to customer service and response. And I feel sad that whenever one person testifies about their negative experience, a dozen other voices rush in to eat that person alive.

It's almost like church.

No parts of it were sent to watchdog, In the post you are reading I have continued further and added more. I think under the restrictive circumstances or a ban, making contact is an extremely important complaint, don't you?

The email I have sent doesn't need spicing up, but as SL was a feature on the BBC news I feel that I can make a comment over the failings. This is what watchdog is all about. I dont have to have hot situation to email watchdog, although I do accept it is unlikely to make an appearance, this is not a reason not to email my experience.

ok I'm all for voicing problems and seeking answers, the open letter project was formulated well and executed well AND acknowledged by LL.

This post is nothing more than a redundancy as ALL points made where included in the Open Letter Project.

I think this thread should be locked and deleted.

The Lindens are in over their heads...Every new release it gets worse...

Now we cant even communicate with Friends and Group members....

It's becoming an expensive joke...If It wasn't for the real relationships I have developed I wouldn't come back...

It's really a damn shame...It was such a great thing for a while there...

It generally sucks...

One can only hope for a miracle...But I don't see it coming soon.

Sadly this is the way things have gone lately. I feel for you and countless others who feel the same. I try to stay positive as best I can. It may be a different thread, and it may be a different person in this particular post as the OP. It seems a recurring issue of dissatisfaction though and sadly this will probably be locked or moved or both. I admire your courage in sticking your neck out buy using their forum, knowing there are probably consequences for doing so.

LL does need help and I think they are starting to try with some of the community chatter coming up as well as the town meeting. Its a step in the right direction but sadly I keep losing friends to these issues every day. Try to keep the faith and try to post positive solutions. There are a few lindens that "get it" I just don't think they are in enough power to do much about it. The all mighty $ has a lot of say later on as systems develop sadly. I have been there and done that through many online projects from initial idea, to alpha, to beta, to release, and eventually the money seems to chip away at dream behind it all and the vision begins to crumble. I hope Philip himself remembers his dream and takes back control of it!

I also think people like Torley need not only a raise, but other lindens could really learn from his examples!

I know its really hard to keep your chin up but try, and realize that your not alone in both your grief and your love of the idea behind the great land of linden. The dream is there it is just being managed horribly when it comes to the community needs and wants. I for one hope they pick up where the dream started. Many are willing to help you LL, pick up the phone, the IM, the email, and give us a ring. Me included. Maybe its time to release the love mail!!!! Send us lots of spam love mail and we just might be sending some back

Hang in there OP.

Agreed, and I have to admit I was one of those people that would shake my head and tut when I read this sort of stuff before, but now it has happened to me, and it's not funny.
It's extremely annoying and frustrating.

Thank you for understanding the point of my complaint. I only hope that any one who thinks I'm having a nasty dig at LL without reason doesn't have the issues that we're having, because it's equally frustrating that other residents who could equally end up in the same position are not seeing the importance of this.

[EDIT] LL, I apologize if my original post upset anyone, I do understand that this is a tough challenge (I am also a programmer), but it has to be understood that this is extremely annoying, certainly not good for the blood pressure.

it's also my experience that with a bit of patience, perserverance, and directing your complaint to the right person, you DO get results. You may not always get your way, but they do respond.

Most of the problem is that they do not have enough customer service people. That's terribly obvious.

unfortunately this isnt and there isnt a complaint forum. so I would assume you will get a warning for this post, I have done alot less than publically attack Lindens and gotten warnings

Chumly,

Read the forums, find out what's going on. The openletter project has started a ball rolling in a positive way, I'm starting to worry that it might have opened the floodgates for anyone with a chip on their shoulder to run screaming to the media.

There's no pont writing to watchdog, Linden Labs isn't a british company you muppet! It's a computer game, I'm willing to bet you and your gaggle of fed up people aren't premium members ergo your not a consumer, ergo you shouldn't be asking watchdog to go chasing after your consumer rights for you.

If you want to help make a change keep your head together and make yourself aware of the facts. Running to the media with sob stories while openletter is still up in the air isn't the way to go about things.

Vale

My post wasn't meant discount your issues. I think that time and time again, people post their problems erroneously in this forum. Write your letter, get up on the highest building and scream bloody murder if you want, but stay out of resident answers for heavan's sake. This is not, and should never be, the place to bitch. It is a place for new and old residents alike to ask questions and have them answered by residents in the know.

Maybe you're right, lock and delete this thread, I have made my point now and people have read it, that's the purpose of a forum post.

I can't really see this thread making a Linden pick up the phone and call me any more than using the other methods.. but as I said, I made my point.

I am interested to know, however, how one is meant to get any attention when all other methods have failed? Perhaps you can explain that? What you suggest would mean I just sit here and wait, and *hope* that somehow my problems become 'solved'.

I really have no issues about getting a warning, the lack of anywhere else to voice opinions in the way I have leaves almost no choice. And a warning eh? Well considering I have no access to SL anyway its a pretty ineffective punishment.

Apologies if this aggravated someone, but that was it's intended purpose. I only hope someone else will pick this up where I leave it, someone certainly needs to.

(oh and..)
"There's no point writing to watchdog, Linden Labs isn't a british company you muppet! It's a computer game, I'm willing to bet you and your gaggle of fed up people aren't premium members ergo your not a consumer, ergo you shouldn't be asking watchdog to go chasing after your consumer rights for you."

As it happens, the majority are premium members, some are not anymore, but that makes little difference. And the idea of complaining to Watchdog is to get attention to the problems, in the same way you may get that about a holiday company abroad ripping people off in the UK. I don't expect it to get aired, but that's irrelevant.

Soo that's it, on this note I think, I have reached the end of my tether, I think it's a shame I'll have to leave behind some friends I made in SL, but this is a pointless argument when there is no where to voice disappointment without getting a warning or worse..

Ill get my head back into CS instead, at least that just works.

I hope when something like this happens to some of you who think I'm wasting time, have better luck.

lock and block and delete away..

LL is a American company and I do believe there is freedom of speech so even if people dont agree with what is said a person can voice themselves. I also believe there are alot of issues within SL that need to be addressed. However to the thread itself A person should be able to know why they are being banned if for no other reason so they do not do it again

Freedom of Speech applies only to government hindrance of free speech. This is a Forum owned by LL, a private company. They can impose any restrictions on it as they see fit.

Vale, as someone who has had her access restricted because of this glitch and who is a premium member I have to tell you its very frustrating. For many of us this is an experiment not necessarily to make money but to participate in a grand adventure. When the grand adventure looks like it is being derailed because of something as prosaic as customer service, its sad. In a way it is because we value our time in SL that we feel the frustration we do that LL is not caring for it properly.

I also have to say that I'm glad that you can get in regularly at this point but if this glitch is random (which it appears to be), it could be your access that is restricted next. Something isn't working with their system and there seems to be no way to let them know.

I'm very happy about the town hall meeting but it took a petition to get them to hold it. As well, SL has used the media extensively in presenting itself and it is important that there is a balanced view presented before a big corp gets disenchanted and the news is very bad indeed.

I'm back in now and happily building away but in the back of my mind, I'm waiting for the next glitch and the next time of waiting on the phone for a person who never answers.

Some problems are of a more emergent nature than others. Among them are restricted access and billing issues. There is no excuse for these to go unanswered more than a day or two, during the business week.