lestatll

Hi all, It comes as no surprise... one more rejection from LL, only this time I provided them with everything they asked me. Contradictory messages. 11 days ago I got a ticket saying my account was okay and encouraging me to resubmit my request right away. Today however I got a ticket from LL saying that my request was "very close" of being approved, however I was a naughty boy and asked it before the two weeks (on top of the two weeks I had already waited before) were due.... What the..?!?! They first tell me to do something and then take it back?! I do really think that LL is only focused on SL 2.0 and completely neglecting their customers. However, they should think that there is a big chance that there are no customers left to use their 2.0 version with this very poor customer service... Please try resubmitting your payout request at this time. Case: 02013267 Avatar: lestatll Resident Type: Unable to determine Status: Waiting for Customer Acceptance Hello, lestatll Resident: Thank you for responding to our request. Your credit will be processed shortly and your account is no longer on hold. Thank you very much for your cooperation. Please try resubmitting your payout request at this time. Regards, Linden Lab and Case: 02008473 Avatar: lestatll Resident Type: Payout Issues Status: Waiting for Customer Acceptance Greetings, We've checked your request and see it is still processing. We expect that it will finish processing very soon. However, you did not follow the instructions to wait 2 weeks before resubmitting the request. In the future, please follow the instructions and wait a full 2 weeks before resubmitting. Regards, Linden Lab Support a

Hi all, Once more I got a rejection without motive from LL. I assuime that they have not still processed my information which I submitted 48 hours ago... I´ll call and contact again Ebbe/Rowan Linden. I don´t mind doing this, but I must admit it is a very time consuming and tiring process... Your recent request to process USD credit from your Second Life account balance to a PayPal account has been denied. We have now returned the credit to your Second Life account balance."

Hi all, Finally, after contacting Ebbe Linden, they replied my ticket right away. They needed me to provide my ID (again, as I provided it on February, but I have no problem) and this time they asked me to fill in an IRS form (W8BEN in my case). I completed and submitted it all yesterday, so I hope this time everything goes smoothly. I have no problem at all providing this information, I just would like LL worked harder on their communication channels. Sending an email saying that they can´t tell why they rejected a request looks a bit too unprofessional to me. I´ll keep you posted. Thanks, Lestat

Thanks for your answer Perrie and great advice! As it´s been two weeks already since the time I last entered my payout request, I have just tried again. I´ve contacted Ebbe Linden in the past and he has been most kind. Right after I wrote to him, my tickets were magically answered faster and my request was accepted (it was odd they did otherwise since I had provided every single documentation they asked me to). Thus, I have contacted Ebbe and Rowan Linden this time too. Hopefully, everything will be ok. I encourage you to contact Ebbe Linden in you are in a similar situation I am. I don´t think Ebbe or any Linden at top level are aware of the extremely poor customer service Linden Labs is offering lately. i insist they must review their Finance and Support departments immediately. They will lose clients to other VWs with better attention to their customers if not. Thank you all for reading, I will keep you updated and let you know what happens.

HI all, After many months cashing out lindens without issue, last week when I entered a request it was declined. As usual, LL does not consider that you are important enough to know the exact motive. The response I got for my ticket was the typical "something went wrong but we can´t tell you what" (see email below). I have provided my real ID, I have voluntered to provide whatever they need. They just ask me to wait 2 weeks and "see what happens". I have been cashing lindens without issue for several months now, so I don´t really know what the problem may be, perhaps this time the amount was a bit higher, but still way under what LL has authorized me to cash per month. At this point I am pretty much convinced LL is facing some sort of financial crisis and is trying to avoid and/or delay cashouts as much as possible. Has anyone experienced this before? **Only uploaded images may be used in postings**s://dub123.mail.live.com/ol/clear.gif" border="0" /> Thank you! A comment has been added to your Case.. Greetings, We were unable to complete your transaction at the time it was reviewed for processing. This may be due to one or more of the following reasons: - account status - geographic location - undisclosed potential risk factors Unfortunately we are unable to disclose or discuss the exact reason for the decline. You are welcome to resubmit your request in 2 weeks' time, at which point the transaction will be re-evaluated. Please do not submit another payout request until a full two weeks (14 full days) from the date of your last request. Regards, Linden Lab Billing

Hi all, Tired of being ignored and told endlessly to "wait and see" for months now I decided to follow the advise of someone here who suggested to try and reach the Lindens myself , so I did that in world via notecards to Ebbe & Rowan Linden and a couple more of Lindens as well (I don´t know how many of them are bots so I tried a few like Compliance Linden, etc). "Echo Linden", the one who signed my last ticket does not exist. I would have liked to escalate this properly through the customer support, but after trying for many times the escalated tickets get closed even though the problem is not solved and whenever I asked to speak with a manager they are always mysteriously busy. I have even had to suffer rude replies from the customer support on the phone (only by someone called Antonio, the rest I must admit were kind enough even they could not solve my problem). I will wait and see if the LL can aknowledge my issue and finally provide me with a response. I´ll keep you posted.

Hi all, still the same old story. I just called to LL asking (AGAIN) about the status of my payout order. i was surprised to listen to a new voice (By now I thought I´ve met every single customer support officer). This time I was greeted by Antonio and I recorded the conversation with his consent to have a tangible record of what I´ve been facing for months. Unfortunately, it looks like Antonio may have not received a proper training in customer attention, since after I explained my case and asked a simple question as "Does the customer support belong to LL or is it a 3rd party outsourced company", he said they were an Internal company. His tone was quite rude by the way. After trying to get more information, he kindly explained to me that internal means inside (Thank you very much for your English lesson) and he said that he would be forced to put me on hold if I didn´t let him finish saying what I already knew (but recorded for the first time). To make a long story short, all he did (surprise!) was escalate my case one more time and tell me well known phrase "you will have to wait Sir". I will keep you posted. Thanks for reading!

Two weeks and of course still NOTHING. They have rushed as always to close all of my tickets and on the phone they use they classic "We can´t do anything, you should wait". At this point I guess they know they have a terrible customer service and they just don´t care. I think they are going through some sort of financial crisis and are trying to withhold as much money as possible.

Well, finally I did hear back from LL. They asked me to submit my ID, which I did right away (I wish they´d asked me at the very beggining and we would have saved two months. I got another email saying that I should try to enter the request one more time (I think this is the 5th time) and that happened last week Thrusday. As the normal standard is 5 business days to evaluate cashout orders as per the Customer support I called one more time. This time I spoke with somoene who was very reluctant to identify himself when I asked his name (Bean or something like that) and told me he could do anything at all to escalate my case. I told him that many of his colleagues were able to create a ticket escalating my previous ones, but he told me this time it was different and nothing could be done. I don´t see how this time is different if I am having the SAME issue I had two months ago... He told me it should be released today or on Monday. I REALLY doubt so, but I´ll wait and see. LL processes and customer support seriouosly needs to be reviewed.

After a LONG time I finally received an email from LL. I was all excited to establish contact for the very first time with them.... until I got to the last part of the email where they ask me to contact them to review my account (which I hope that after two months it would have already been reviewed). i called again to know which information I need to provide... this time Jake picked up the call. He escalated my request one more time (I think it´s been escalated so many times it must reach the sky anytime soon) to the "specialist" (funny how many categories they have, the "Higher Department, the Special Team etc...) and they will get back to me. I find the whole process a little ridiculous. They send me an email to call them so they can escalate a ticket? Couldn´t they have done that automatically from their side? The ENTIRE process needs an URGENT review as it is VERY POOR. I´ve seen small companies with way better procedures. So... as usual... I need to keep waiting... I´ll keep you posted. We recently received a request to process USD credit from your Second Life account balance to a PayPal account. We will need some more information from you to verify the request before it can be approved. Please contact us so that we can review your account, and provide the following Request ID

Hi Phil, This is not the only blog where I am commenting my case and I´ve met many others with the same issue... their tickets not being answered on time . This is a joke.

Hi Alwin/Phil, Thanks for your answers. The lindens I earned in world by translating documents. I think they had plenty of time in 2 months to investigate the origins of the lindens. If there was any issue they should have told me, or cancelled my account or SOMETHING AT ALL! Still, no news from LL but they are so busy now they have a greater delay to answer tickets than usual... a two months delay. I would advise against it, but I think that people might start trying alternative ways of taking their money out if this is the kind of service they provide in LindeX.

Thanks for your reply Pamela. I´ve always remarked I am more than willing to provide them with any information they require from me. What annoys me the most is they just ignore me. I understand they need to do some controls and checks to avoid money laundry, but at this time I am quite sure they are using that as an excuse to avoid making payouts or holding them back for the longest time possible. And what I´ve always say is that, if my account is such a risk, why did they let me buy lindens right away? This is completely unacceptable.

Below is a ticket John from customer support created May 19th trying to escalate my previous ticket from May 16th . It was closed right away. It´s funny he says "resi is frustrated". I wonder if they have a scale and they only start answering their tickets when they say "resi is furious"... Very lame. ****************** Date Created May 19, 2014, 4:20 p.m. Case Type Case Status Update Case Status Closed male caller verified SQA. resi looking for process credit. resi is frustrated and wants his money as soon as possible. advised to wait on ticket per B2. *******************

Thanks for your answer Phil. Yes, LL has always had a bad customer support but this goes beyond just a bad service. I do think they are through some crisis when they can´t face to cashout lindens, so they try to delay the whole process as much as possible. I will im to the CEO as you suggested. It´s sad, but I got more information through the blogs I posted my situation than from their customer service. From blogs and talking to a lot of people, I knew that mine is not an isolated case. It looks like Linden Lab does not only have a very poor customer support, but they also lack of a marketing strategy, because the damage they are suffering to their brand is way bigger than the few dollars that are stuck in a neverending payout request. Of course, despite what "Mary H" told me yesterday on the phone, my ticket remains unanswered.