Yay! They solved it! Truly Genius!!!

More accurate dramatization:

Victim: I'm here to report a stolen car.

Cop: Where's your proof? For all I know you gave the car away and now you're just trying to create pointless busy-work to drag me away from my video-games.



-Atashi

Now, Peggy, you also have made some Good Points, However, you made One statement I have to take issue with:
Were you in the LL offices when her ticket came through, and are you FULLY conversant with LL's investigative procedures?
If your answer to Either question is "No" then in fairness you should retract that statement. There are any number of probable reasons that an Investigation could turn up No evidence supporting the OP's claim .If the Information available to LL does Not support a hack, and what they have is Only an apparent "Gifting" without Indication of outside interference then they Have to answer the OP in the negative.

LL's Biggest problem in terms of Customer relations can be centered around the use of One Word in their whole complaint process;
In Most peoples perceptions (However Incorrectly) they take the word "resolved" to be reserved for only a posative outcome (ie; situation investigated, and I was found to be in the right). While "resolved does NOT necesarily mean any such thing, peoples perceptions of the word Lend it's self to misunderstanding.
My suggestion would be that LL replace use of the word "resolved" with either "Closed" or "Concluded" Either word bearing a more nutral Connotation in public perceptions.

This IS frustrating to the OP but as i said, they SHOULD ReOpen the Ticket, and Add as MUCH detail as they can In support of their contention that their account was hacked. IF there is nothing more they can Add, i'm afraid there is probably little or nothing LL can do without setting a precident that Could injure Other players should a similar charge be made Frivolously, or Maliciously.


No, to make it More accurate you would Need to add:
"Police: what documentation do you have?
Complaintant: Here are the Transfer papers with My signiture on them Transferring ownership of the car to the theif"

This is what LL can see when they Check the transaction records.

Angel.

I dont agree Angelique.

Becuase anytime you pay another Avatar directly its called a "gift"

Anyone who logged onto your account and transfered money to another AV it would have been called a Gift.

If all such transfers are called "Gift" then saying your records say it was a Gift is pretty meaningless.

Gift loses the the normal meaning of "Gift" and simply means "Payment" at that point.

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

Jax did you tell them you suspected they hacked your account somehow?

That stinks, Jax. They really need to work on the automated part of thier responses, too.

This just isn't right. You should track them down at their offices and ask for more help. http://www.google.com/calendar/embed?src=mvktahmo6mjpvpkkkdnmabmghg%40group.calendar.google.com

WELCOME TO S-HELL !!! AKA SL

I agree, and that IS a given, but what LL Told the OP was there was No indication that this Transaction was not one she did purely Volentarily. I am suggesting that the OP needs to provide More Information than she did because Everything that comprises the "Routine Investigation" that LL does in these situations was (Lets be fair) Inconclusive, and they Cannot act on Inconclusive evidence. Jax could, For example, Look at the Timing of the Transaction, and tell LL (Truthfully i hope) That she was At work or Sound asleep (If it was 4:10 AM her local time) and away from her computer at the time the Transaction took place

You asked Jax if she told them of her suspicions of a hack. Should we also ask her if there is anyone else in her home that has access to her computer? an older, or Younger Sibling for example. That might account for LL not pursuing the matter, because if it were transacted by such a person, the IP would be the same. Does she log into LL from different locations at different times? this might account to LL for her having Multiple IPs showing up on her account (For example, If they looked at me right now they would see a different IP, because i'm logged into the Forums from Work). Like i said, there could be many things at Play here, but the OP Needs to keep Chasing it, and Give LL More to go on.
Something that will MAKE them take a second look. Say what you Like at the moment, We accept the OP is honest about losing the money, so Obviously what she gave LL to go on wasn't enough, and if it wasn't enough OBVIOUSLY she needs to give them More.

Angel.

Guess I assuemd Jax told them what she told us in the other threads..

which was enough to think her account was hacked and her money stolen and sent to a group for of No payment on files all fairly newly created.

Yes, but people always give us a bit more than they put in the ARs or Complaints because they have had time to think about it, and generally it STILL isn't the whole story. That usually comes out bit by bit as we question further. That's why i don't start lighting the torches, and looking for a good stout tree to hang the Lindens from as soon as someone complains. I don't start making my conclusions until i'm reasonably certain i have All the facts available.

I remember once a Poster had the Forums responders all ready to Lynch the nearest Linden over some supposed Undetectable griefing device that messed his sim or some such thing, and after a long series of questions, the Posters story fell apart and it was admitted that another of his residents caused the damage. He Knew it, But he STILL wanted to Hold the Lindens somehow responsible.
No, Not everyone is like this, but it's Still a good idea to check ALL the facts before Cursing the Lindens and their progeny to the Tenth Generation.

All along i've said reopen the complaint, but take pains to Add More Information. I don't think that's an Unreasonable course of Action. It wouldn't make sense to reopen it exactly the same as before as it DID fail the first time.

Angel.

And here is my difference on your take. I'll use the example of the cop and the victim.

You file a complaint with the police about your car (or money) being stolen. The police either through a telephone conversation or in person talks to you.........asks questions he or she needs in order to "resolve" the issue. That police officer does not just hear your initial accusations and go off "investigate" on such little knowledge of what happened. He or she knows what is needed to get to the facts..........the complaintant does not necessarily know what the officer needs to know. So by your way of thinking it's okay that the police resolves it the easiest way he/she can and it's up to the complaintant to re-complain with more information.........information that the complainer doesn't even know is needed.

That does not make sense.....it's not even a token effort on the persons in an official capacity. It's merely shuffling paper around to get it out of the way.

And, yes, I do know that "resolved" does not always mean a positive outcome to a problem. But to use resolved when it is quite apparent that not enough effort was put into the investigation is, at best, a mistake. And more likely just plain laziness........or arrogance.

Remember in each message you send to give the basics of the problem such as you were not online at the time.

Ive noticed in a posted history of a lindens conversation with someone where they responded to each thing a person wrote as if it was the only thing the person had written and somehow completely forgot the previous things the person had said.

If you're reopening the same ticket it'll keep a log of what was said previous.

This is a ticket helpdesk so all tickets are stored.

I'm not really sure why people are so amazed at that response . I've seen or heard about dozens and dozens of people who lost L$ in one way or another (scam, hack, just went *poof*) and while LL will investigate and possibly ban the culprit, they don't generally seem to return the recovered L$, it goes into "Other sink" instead.

I'd personally stress the potential account breach and keep the lost L$ as an afterthought to get them going on investigating whether anything did happen, who did it and if you're still at risk. If that goes anywhere you can raise the importance of your lost L$, but I think that realistically you shouldn't count on getting those returned .

I guess I will have people jumping at my throat now, but I'm really not sure what LL could do. IP check? Sure - what about proxies, IP cloaking, public internet access and so on?

The money was transfered using the OP's account, being logged into that account. Playing the devils advocate (and NOT implying ANYTHING about the OP): anybody could go to LL and cry out "My account was hacked and my money given to someone else!". Imagine, you sell something with high value not using vendors or the buy land function, maybe you did a custom building job and get payed for it. A week later the money you received directly as "gift" is gone again because your "customer" went to LL claiming his account was hacked and the transaction was fraudulant - and LL just returned the money.

The one big thing to learn from this story in my eyes isn't that LL doesn't want to do anything (as I said, I don't think they really *can* do much, especially without opening the doors to much more fraud and theft) but to protect your account by not sharing it, by using strong passwords, by changing those passwords regulary and so on.

How about something, anything beyond a form letter with a typo in the first word?

OMG I just noticed that! LOL!

It is kind of sad when even the auto reply is misspelled. Geeze, talk about laziness.

IS theft so rampant in Second Life that the Lindens dont even contact the Avatar making the claim to talk to them about it before deciding there was no problem?

If so .. what does that say about Second Life?

A CUTE rabbit.

Yes, that's what I thought.

They ALL say auto reply, even when the responses are generated by live humans, because they're copies of information entered by LL employees on the Support Portal, not actual person-to-person emails. And I do believe the response Jax received, typos and all, was from a customer service representative...I just think they looked at the 'gifted' transaction and didn't bother to dig any deeper.

Also, the abilities of the support persons vary considerably. When we were having the DNS problems some weeks back, Alyx Sands and I were simultaneouly discussing this with different support staff, and hers was much more knowledgeable about the problem than mine was.

It says "We have no competition, so we don't need decent customer service." It says "We are the poster child for how not to run a company". It says "Don't put your money here, we don't know what the hell we're doing".

It says "Screw you".

Well, it definitely says to keep the Linden balance low, which is a sad thing to have to do. I've been leaving my lindens in my SLX account for safekeeping and using ATMs inworld when I want to buy bigger things ... seems quick and easy, no fees, haven't had a problem yet. Has anyone else seen a problem with this?

Since SLX isnt an investment scheme - it sounds reasonble - It would be low risk- unless SLX falls apart.

In which case you wouldnt have a recorse to get your money back.

You assume that Linden Labs keeps the IP information. It's rather impossible to subpoena records that don't exist. See no evil, hear no evil, speak no evil.

Youd think they would want to investigate this merely based on the implications.

A basic Idea of whats happening-

Someone is somehow obtaining Passwords,
logging in to peoples accounts when they are offline,
And then cleaning out their accounts.

From a rough outline - they might have a group with Alts they use to shuttle the money around to reduce tracibility.

----
Or does anyone think this Thief just picked Jax's name out of a hat , and just coincidently stole her Lindens and will NEVER do it again.