Yay! They solved it! Truly Genius!!!

Jax, I'm so sorry to hear that. I've been following your story to see how it turned out, and the result doesn't surprise me. I agree with the posters about LL's customer service. Well, actually, lack of customer service. In RL, I work in sales/customer service, and believe me, our company's livelihood is based entirely on it's reputation for customer service. When we quote a price to a customer, we are almost always higher priced than our competitors, however, we still command a huge market share in our business because of our customer sevice. LL should take a page from the rule book our company follows as far as how to take care of customers. We have a quote hanging in our office by LL Bean that states something like "The customer is the most important person in our business. Without them, we wouldn't have a business". Funny that LL has yet to realize that. This is a serious matter, so continue to pursue it and please keep us posted on your results. Good luck!

Jax, I feel so sorry for you. Not to mention scared for us all. If your account can be hacked, so can anyone's.

I felt I had to do something, so I sent an email direct to LL's corporate website contact, rather than through the SL help system. Maybe something productive will come of it. I hope so.

This isn't that bad of a suggestion. Especially, since we all know that LL only pays attention to the media and not their customers.

Isn't kind of interesting that Jax got that auto-response so soon after Strife locked his other thread and sent it to LR.

Not implying anything, but...

that auto respond email is the 1 u get when they provide an answer to ur ticket, the autorespond is just the system automaticly emailing it to u

this was replied by a person, even more reason to get angry about it heh

jax, reopen it and type in this so they can understand:

ACCOUNT HACKED
I DID NOT PAY ANY ONE
ACCOUNT HACKED
COMPARE LOGIN IP`S
IF NOT UNDERSTOOD, PRESS F5
IF UNDERSTOOD, INVESTIGATE


if understand they not, treat like kids as they are

I wonder if mesasges mentioning things like "crime" and "felony" might help? I mean, this is serious. If it can be done to you, as someone noted, it can be done to anyone. And then SL will be history...

hmm that might be a good point if LL doesnt fix it in a timely manner call the LL corp office might work...might not tho

Really, try again, I had that before too, that someone apparently didnt take my request seriously or didnt bother to understand....exlain AGAIN, and in CAPITAL LETTERS what's wrong. I also got the impression there are able and not so able people in support...

Probably not, but the words, "Account hacked, over 200 USD taken, contacting lawyer and authorities," might.

*edit* Also, add, 'Human response requested. Second attempt to contact.'

Or........."contacting Bill O'Reilly of Fox News. He may put it on the 'looking after you' segment of his nightly show in Prime Time".

But wouldn't you feel bad if someone from LL broken his/her leg trying to jump to the problem to fix it?

Jax, do you know any Germans? Desperate times call for desperate measures.

Oh, THAT's why support is always so nice to me ...

Have been waiting to see the resolution, and to my dismay I read this...

I don't have to many issues with SL or LL, besides having to re do my password for the help site issue a while back. And I tend to see many user mistakes causing issues, but this from all that I can gather is an exploit or hack of some kind, and 100USD to me is a lot of green to loose on a game when you should be reasonable secure. This really makes me re think my premium and estate ownership, because things like this really erk me.

Jax keep us informed and please do re submit over and over being as polite as you can be, as well as call during business hours if at all possible, I really would hit some media as well.

Hoping for justice

~Distilled1

No, since it's their job to fix problems and that's what we pay them to do

(not to mention that if one actually did succeed in breaking their leg while trying to fix the problem... I'd ask for another Linden...)

You thought it was because you are a Rabitt? SILLY BUNNY!!!!

I agree that you Should ReOpen the Ticket, and pursue the matter, however if you have no Further information, or evidence to provide beyond your own Word, there probably IS nothing LL can do for you. The accusation isn't enough, you Need Proof. If such was Not the case, LL would be Flooded with false Claims by people trying to "Have their cake and Eat it Too". I am by No means suggesting that this is what You are doing, But it IS the reason LL requires something more substantial than just your word.

Angel.

You'd think that would be a complete no-brainer. If someone logs into someone else's account and transfers their L$ balance to someone else, of course it's going to be listed as a gift! Sheesh.

They should a least check the IP address used to access her account at the time of the transfer...if it's wildly different from her usual one, that should support her assertion.

huh?
that`s what i said

they can compare ip`s from normal logins and the login when the transfer was done, crossmatch the ip to other accounts and u have the guilty 1

No I am not kidding. I am not disagreeing with you on LL's approach. I said if she takes it up to the next level, meaning with a manager, I am confident LL will look into it further because of the amount. The computer does not recognize the incident level.

Let me reiterate, I do not agree with the process, but its still a process that breaks down what is really important and what is frivolous. We know there is plenty of that too.

Good points Angel..........I can't argue with any of it. However, it seems the OP had a problem, submitted a help ticket, waited and got a resonse saying the problem was solved. There was no investigation.......if there had been then there would have at least a couple follow up emails requesting clarification or more information.

A support question stating that the person has lost $1000 USD in their account should set off a massive red alarm light somewhere. That's a substantial sum of real money. It obviously was seen since someone at LL said the money was "gifted"........a cursorary glance of the account would show that. That's where a follow up email became somewhat of a necessity............"the records show you gave that money to someone. Are you sure you did not mistakenly do that?" That's simple investigating. Evidently nothing like that happened. Only that the issue was "resolved"...........that's piss poor service. It's a give a damn attitude. "Don't bother me with your petty crap, I got features I want to work on".

One email cannot tell everything that needs to be said........you have to know what else the people who can solve your problem need to know. The assumption that the OP was trying to scam LL is apparently what went through whoever responded to the ticket's head. They don't have all the information they need to solve the problem.........so they can't resolve the issue. But, they still do it..........that's idiotic.

You feel bad for complaining about the Lindens sometimes,

Then something like this happens and you realize why you did in the first place.

--------------------------------------
To Joppa Linden,

Please go back to customer service school.

Yes, I know. I was agreeing with you.

Peggy, L$31,000 is more like $100US, but still.........

I had the most abysmal service tonight, from a downright rude waitress. Tipped USD $0.02.

Wish there was an equivalent here...

They track down people selling Lindens on Ebay .. and nail the buyers for the fraud.

Yet they wont investigate a reasonably sure case of theft ..

--------------
Dramatization:
-------------


Cop: Hello Maam, Im here about the Car you reported stolen.

Victim: Yes! Hi , have you found out anything?

Cop: Well the new owner said you gave it to him, so we closed the case. Good day.

-----------------

Except the Cop in this case was actually Better than the Linden, since at least he ASKED the thief.