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Nobody answers any of my Notecards??


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Hey, so i'm not sure if this is just me or if it's happening to anyone else(?), but for some reason, merchants never seem to answer my support request notecards. Even when they specifically say on their profiles to send them one, and i do, they never reply. The last time i got a reply was like a month ago, and that was for a notecard i sent in the beginning of december.

Is it normal to keep customers waiting for a whole month to answer their notecards? Or not to answer them at all? Help?? 😧

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just a question popping up... merchantS and notecardand you'r two months old.


Could it perhap be you only need to read the manuals and descriptions to get your questions answered?
Or your questions are requiring basic knowledge of editing/or basic knowledge about SL?

Creators and sellers are, as far i know, mostly open for help about their products, but by lack of time not able to teach the first ropes of SL.
It also could be, as newcommers often buy older items, that the creators aren't active inworld anymore, so by that, not able to answer fast, or at all.

You could always look for groups of those creators, there might be help or CSR's.
If nothing is available and your questions are technical ( not specific product related) you can ask it in the answer section, or at these forums ( in the right subcategory)

 

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6 minutes ago, DAT4BASE said:

Yeah, idk if my notecards are getting through to people? is there something in the firestorm settings that i could maybe check?

no settings from your side involved.

but would be nice when you respond in a way to the answers/suggestions before adding new questions.

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it can help sometimes by including our account name and the product name in the notecard name. Like

HELP! DAT4BASE.Resident, Blue Tattoo Applier HUD

this informs the merchant to know  in the first instance without opening the notecard, who and what needs help

naming a notecard like. Please help. Your stuff is broken. I have a problem. etc tends to get deferred down the list of notecards to be opened, when the merchant receives a blizzard of incoming notecards. Which many merchants do receive, not just for help/service requests, but also notices about all kinds of other matters/topics

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2 hours ago, DAT4BASE said:

Hey, so i'm not sure if this is just me or if it's happening to anyone else(?), but for some reason, merchants never seem to answer my support request notecards. Even when they specifically say on their profiles to send them one, and i do, they never reply. The last time i got a reply was like a month ago, and that was for a notecard i sent in the beginning of december.

Is it normal to keep customers waiting for a whole month to answer their notecards? Or not to answer them at all? Help?? 😧

First thing's first: Never send a notecard unless that persons profile specifically asks you to do that. My SLBFF refuses notecards, states clearly in their Marketplace, instruction notecards and profile to never, EVER (their emphasis) send notecards unless asked to do so. LOL He has notecards set to auto-trash on login (I wanna know how to do that)

Okay, for requesting support, I have found this process that I use to work 99% of the time and the only times it doesn't is usually because that person isn't active in SL any more:

  • Always be *polite*. Apologize for disturbing them, express that you understand they are busy, Thank them for their creation and express how much you love it, then mention the issue you have.
  • When mentioning the issues, help them help you: Explain what you did, what you expect to happen, what did happen. (I paid the vendor and expected a delivery, but I never received an inventory offer and redelivery doesn't show the item, but transaction history shows I did buy it (copy transaction history) - I sure would appreciate any help you can offer! (Do. not be afraid to say what you want, as long as it's not a refund) Could you, perhaps, just send one to me directly?
  • I always write all of this into an IM first. Even if they specify to send a notecard. In that case, I usually end the IM with "I know you prefer notecards, but it feels so rude to me to just drop inventory without saying what it is, so that's why I send this message first. My notecard is named 'Productname-Issue-My-Name"
  • Then drop the notecard and be very patient, wait at least three or four days.

The reason I send the IM first is because it they are a legitimate merchant or even half-experienced SL user, they will have IMs go to email. Even if IMs cap, ALL IMs go to email. They will see that I have IM'd them, read my description of problem and also see that I follow their rules of dropping a notecard (that I'm not a half-wit). - Now they are "prepared" to (hopefully) handle my case.

Secondly, most viewers will open an offline IM box in the viewer if IMs are not capped. This also will show a direct link to the notecard I offered, making it easy for them to get to it and also an IM to me is already open, they do not have to search me then profile me then IM me...

In short: Be as polite as you can be (even if you suspect they are an arsehat jerk-o-holic.) Make it as easy as possible for them to help you by being pithy, but detailed. Present yourself as humble, thank them, praise them, let them know that you understand that it is SL and not their fault. And finally, be very patient, allow at least three full days (36 hours). If nothing, then perhaps a quickie follow-up IM - wait another 24 hours. 

This is the best you can do. And the fact is that sugar works a lot better than vinegar. So be humble, be polite, be thankful. 

Remember: the world is a mirror/candle/name-your-quote: It reflects what you project: If you are polite, humble, and nice, you will more likely than not receive the same from others.

Edited by Alyona Su
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26 minutes ago, moirakathleen said:

To be fair, the OP did state  "Even when they specifically say on their profiles to send them one..." so it does appear she is checking the merchant's profile for contact preferences.

But every single merchant says send notecards yet not one of them ever has replied. Except they actually have.

 

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24 minutes ago, Pamela Galli said:

But every single merchant says send notecards yet not one of them ever has replied. Except they actually have.

 

I'm not going to quibble about that part, and perhaps I should have quoted Alyona instead of you, because of her very strong comment about never sending notecards unless specifically asked for - because there are merchants who do say they want notecards (and who usually do respond to them).  I hardly ever have had to contact a merchant, but I think in the very few instances that I have, they have wanted a notecard sent. 

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6 minutes ago, moirakathleen said:

I'm not going to quibble about that part, and perhaps I should have quoted Alyona instead of you, because of her very strong comment about never sending notecards unless specifically asked for - because there are merchants who do say they want notecards (and who usually do respond to them).  I hardly ever have had to contact a merchant, but I think in the very few instances that I have, they have wanted a notecard sent. 

Right but I have trouble believing the title of the thread, esp since as soon as he says no one has ever replied to his notecards, he starts talking about the last time someone replied!  You and I know that some merchants ask for IMs, and that many merchants do reply. Fishy.

Edited by Pamela Galli
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Okay, let me try and re-explain because clearly nobody seems to really understand what's what, and things are getting out of hand.

I signed up to second life in the end of november 2019. I sent my first notecard requesting support in the beginning of december, after watching a youtube video on what to look out for when requesting vendor support (e.g. contact preferences). Since the very beginning, i have gone out of my way to first check a vendor's profile for contact preferences before actually contacting them. In some cases, i have had to join discord servers or find someone on flickr, so i haven't JUST been sending notecards. I have been following their preferences very closely.

However, on all the platforms where i have requested help OUTSIDE of second life, i have received said help within a day or two. It's ONLY on second life when i am sending notecards that i either have to wait FOREVER (more on this in a second) or never get an actual response.

Now, on the confusion of me saying "i never get a response", this is true in 99% of the cases. Thus far, i have sent at least 15 notecards asking for support on a variety of topics, from missing items in unpacker folders to duplicate purchases -- so a wide variety of things -- however i have only ever received TWO notecards, each from a different vendor, in response to my support cases.

With both of these notecards, i had sent the original support request in early december, and received a notecard back at the END of january. HOWEVER, these two notecards requesting support were not the ONLY notecards that i sent in december. I sent at least 5 others if my memory serves correctly, none of which garnered a response. In january i sent some more due to the various sales and some issues i encountered, and you guessed it, no response. In february i have also sent some, and no response.

So out of ALL my attempts to contact vendors, only twice was i successful within second life, and otherwise i was ALWAYS successful outside of the platform. but when a vendor hasn't got any social media or other forms of contact listed, notecards or IMs are the only option, and when they don't reply it is infuriating as i follow their wishes to contact them that way to the T.

So this post was really just me asking: has anyone else experienced this? is it just me? why is it happening? does anyone know anything?

what i had NOT intended was for this post to become a breeding ground for negativity and argumentation. So can we please regroup at ground level, stay on topic and talk about the issue at hand. If this doesn't work, i will just delete the thread as it will be pointless.

Thanks.

 

Edit: in response to Alyona, thanks for your reply, but i do always praise the merchants and thank them for their amazing work, formulate my sentences in as lovey-dovey a way as possible, so it isn't the formulation. But thanks for the advice on the 3-day rule. I'll try that out where i can. 😄

Edited by DAT4BASE
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10 minutes ago, DAT4BASE said:

i have sent at least 15 notecards asking for support

I have been in SL for 11 years and I don't think I have sent even 5 notecards asking for support in all that time.  I just wonder why you are having so many issues that require support and are you sure that your issues could not be resolved by reading the KNOWLEDGE BASE

Edited by Cindy Evanier
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25 minutes ago, DAT4BASE said:

 

25 minutes ago, DAT4BASE said:

Now, on the confusion of me saying "i never get a response", this is true in 99% of the cases. Thus far, i have sent at least 15 notecards asking for support on a variety of topics, from missing items in unpacker folders to duplicate purchases -- so a wide variety of things -- however i have only ever received TWO notecards,

So you didn’t really mean no one ever replies, but that they replied two times, which is 1% Of the total. That means in two months you sent around 200 notecards?  

Edited by Pamela Galli
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14 hours ago, Alwin Alcott said:

Could it perhap be you only need to read the manuals and descriptions to get your questions answered?
Or your questions are requiring basic knowledge of editing/or basic knowledge about SL?
 

 

1 hour ago, DAT4BASE said:

 asking for support on a variety of topics, from missing items in unpacker folders to duplicate purchases -- so a wide variety of things -

so in fact, mostly basic SL skills.. duplicate purchases are on your own record to blame, and missing items are frequently, but not 15 in a month... perhaps you ran into gacha stores that didn't list right or scammed.  Those of course will never reply.

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Although there is a message in chat or notifications that I have received a notecard, sometimes they sneak in there and I don't even see it, depending on what I'm doing when I log in.

Another system would be better to use.. some sort of queue similar to 'support' where one could review all transactions of that type, and doesn't rely on the viewer to do so.. like finding it under the Merchant Store area of the website. That way, 'ignored' or 'missed' notecards and 'requests' can be reviewed even a month later.

I also dont even like to contact people via notecard, because then I have to actually make one, have it in  my inventory and send it off. However, I use notecards when the issue is not high priority, a general question, a compliment, or enquiry that they can take time to respond. Easier to do so then contact them in chat, which is even easier to foul up, because many times I will close chat inadvertently and be 'whoops where did that convo go' (yes I can check the log area, thanks :D) Just saying.

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  • 3 weeks later...

Hi DAT4BASE--

Are you giving birth to the NC you send or grabbing them from inventory --from a store ---erasing it and sending it to the store owner who made the product you bought without signing your name? They may be replying to the original NC author- who is really confused.

Not insulting you but MANY shop owners recycle NC s of their own , drives me nuts- can't tell if the sale is now or WAS in 2014.

If 15/15  NCs not getting answered something is wrong , and how do you deliver the cards- open profile and slide to an IM chat box or the give inventory slot in the profile? Both work. I like IM box since it gives a message that is saved in logs .

 

Edited by Cam Mode
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If the recipient has reached their limit on how many offline IMs and inventory objects (ie notecards) can be kept, it might not have gotten through to them at all. December is a ridiculously busy time for notecards and IMs too.

I'm not sure what the current limits are. It used to be just 25, which can fill up quickly. So my rule of thumb is to never assume someone actually received what you sent. Always try again.

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