AE Industries

Has anyone been able to contact AE Industries for customer service? I bought a house and it was not delivered and I have been unable to contact anyone to resolve the issue and was wondering if anyone else has had similar problems lately..

I'm sorry. I've never heard of them, but I'm bumping this in case someone has!

For any failed delivery:

1. Check your transactions log on your My Account page. Make sure that you really DID pay the merchant. (I've been very sure I paid for something, only to find that the money never left my account).

2. If you did in fact pay for something, copy the tranaction details from your log.

3. Make a notecard, explaining the problem and including a copy of the transaction log details. Send it to the merchant. You can send an IM as well, but many merchants have their IMs capped and won't get your message. So be sure to send the notecard!

4. If the merchant asks you to do something, like search for a specific item name in your inventory, do it exactly as they request. Often you can find something you were SURE you didn't have.

5. If the merchant does not respond, or does not resolve the issue to your satisfaction, give up, drop it, and move on. Most people will do a lot to help you; it's not worth getting upset at the few who won't.

Thanks Lindal, I have done all the things you mention. I would be happy to just drop it but the amount is quite large. Over all AE Industries has a great rep and makes quality items.

You may want to try clearing your cache and then relogging into a quiet empty sim (such as a linden ocean) and then let your inventory reload completely before you do anything. Sometimes missing items will show up after reload.

Thanks Eli, been there, done that, got the tshirt. My sim is currently empty and quiet, no luck.

Well at least you found the shirt

Stuff happens. Maybe the customer support person is away from SL for a while (vacation, Haiti earthquake victim, whatever). Have you tried contacting more than one person in the company?

I actually wrote to all 5 people in the AE Industries group.

The owner has had some medical problems and was in the hospital for a bit, she did mention who to contact if you have problems.

Hi Judie,

I did contact him 10 days ago and again yesterday... Not ever on...

People need to stop assuming someone is stupid and not done the right thing. Rebecca stated she has contacted all people in the owner group. This was after attempting to contact the person mentioned in the owner's profile who has not been online for a week and a half.

wow...I didn't read any of the suggestions that way, Ihriel. I thought each one was very helpful and courteous.

What is astonishing is that for your first post here you'd feel the need to chide people who only wanted to help Rebecca.

I thank each of you for your help and I do not want to see any bad feelings over this. I have done everything I can think of to contact these people and have met with a dead end each time. This is supposed to be a company that is respected and has been around Second Life for a long time. I realize real life can and does take prescedence over Second Life but if you are running a business your customers should be important to you. I have been trying to contact someone for 11 days now and would just like to know if I am the only one having problems with AE Industries.

To be honest some of the replies did make me feel like i was stupid but it is my fault cause I didnt mention what steps I had taken to correct this problem. Ihriel just wants this to be corrected and see me get my money back or the product I purchased. I am out a considerable amount of money and have nothing to show for it. I realize this is not the standard for Second Life but I would like to see a happy ending.

Thanks for understanding that, Rebecca. We really didn't mean to sound patronizing.

It sounds like you've done just about everything you can. I'm out of ideas...except to say, keep trying every few days. Maybe send a notecard via an alt, in case they've muted you for some reason.

In the intrest of being totally fair I would like to say that I finally contacted someone from AE Industries and they were friendly and helpful. My money was refunded and as far as I am concerned this issue is closed. There were real life issues involved and this has been a lesson in patience but it is good to know there are more good honest people in second life than bad dishonest ones.

Thanks for coming back and letting us know.

Oh, I am so glad it got resolved! Thank you for keeping us posted.