Does customer service exist in SL

I don't currently make a 100% satisfaction guarantee, although I might add that to my stores. The vast majority of people find my animations fantastic, but I've had a couple complaints from people with unusually exacting standards.

I do take customer service seriously, and multiple times have made emergency trips to help out customers, including refunding double purchases one time. In at least one case, I discovered a small error in one of my scripts after already selling that item for a couple weeks, and I went through my sales logs to contact each person who bought it to offer to replace it for them.


I allow mod on all my items, and I don't really care if someone resells something they bought from me. Admittedly it's different for animations than for clothing, but still.

Wow. I guess I've been extremely lucky. Overall my experience has been much better than customer service in RL.

I was looking at a starter home and the picture looked pretty neat. I IM'ed the designer and asked him if he had one set up someplace that I could do a walk-thru. He immediatly TP'ed to my location and rezzed one on the spot for me to look at. I was really impressed that he did all this for a house he was selling for L$100.

When it was time to buy a larger house, I got one from a different builder. I had some issues putting it all together. So I IM'ed the designer and he immediately IM'ed back and said he was busy with another customer, but if I could wait about 30 minutes, he'd be right over. Sure enough, he came over and helped me set it up and made sure I was happy. All for L$900.

I've IM'ed (3) of the larger clothing designers. All have been extremely personable and helpful. One TP'ed to my location and helped me adjust the prim hair I had bought. Another didn't have a demo copy of one of her prim hair styles. When I contacted her, she made a demo copy and gave it to me without hesitating. The next time I was in her shop, she had added demo copies to all her prim hair displays.

Don't get me wrong, I've bought a bunch of crappy products. Houses that fall apart when you rez them. Houses that I could never figure out where the camera shot was taken from because it looked great in the photo, but rezzed, it looked like crap. I won't even go into all the bad hair I came across (with no demos) or horrible shapes and skins.

I never bother to IM someone when I get a crappy product. I figure if it is crap to begin with, how can they ever polish it enough to make me happy. They cannot.

In reading all these posts, I noticed no one mentioned names. I'm not sure if that's some sort of "unwritten rule" or if people are concerned about flame wars. I'll follow what everyone else has done, and not name names, but if you look at my pics in SL, you'll see who I've had good experiences with.

I have always tried to stick to a very simple principle regarding customer service in my shops.

I treat customers how I would like other retailers to treat me.

In the nearly two years I have been selling things in SL, I have had fairly few issues - perhaps I just attract the more easily pleased residents,hehe. When there has been an issue I always try to find a solution that pleases the customer. I am pretty sure that up to now every issue has ended with the customer feeling satisfied.

I have had some bad customer service 'inflicted' on me, yes. (I have also had problems from that seller, Lu). I know that it sticks in my mind when it happens. Not only do I avoid the retailer in the future, I also often mention it to close friends.

Similarly, if I ever have a problem and a retailer helps me, with a 'smile' and obvious concern, well, that sticks in my mind even more. Not only would I make a note of their shop for future reference, I would again tell people how impressed I was with them.

Good customer service is not only the decent way to behave, it makes bloody good business sense too, hehe.

BTW, I am pretty sure it is ok to name names for good experiences, Kitsura. But it is indeed against the rules to speak negatively of anyone by name.

Personally I am all for naming the good customer service suppliers!

I work in customer service in RL so I'm well aware of the importance of good customer relations. Not long after I opened my shop (kitchen furniture and appliances) I noticed a customer buy a particular item twice, even though it's clearly stated as copyable. I left the customer an offline IM to ask if there was a problem with it. The customer never did reply.

But yes, if someone contacted me and pointed out a fault in anything I'd made, I'd attempt to resolve it somehow.

I know there has been many times I've out right bent over backwards, stood on my head and sang a little ditty(haha) to please customers. I want to hear from them whether it be good, bad or anywhere inbetween. Even if it is their fault I will offer them help to fix it. Rude ppl I tend to lose patients with but still do help them.... unless they get to the point that they're just down right abusive which has happened.

I've also had my share of having to talk to shop owners/vendors and get a mouthy responce or and excuse. At that point I just suck it up and never return.