TheDoctorShackleton1488303099

Thanks for all of the replies. Today I can log into SL with my old account, exactly five weeks later. I'm not sure if my complaint to the BBB helped, but I did not have to send them any copies of identity documents. Good luck to anyone else with this problem. Doctor Shackleton

On March 07, 2011, the business provided the following information: Greetings, Linden Lab operates Second Life, a 3-D “virtual world,” or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated. We apologize for the delay in responding to Mr. XXXXXXXXX case, I will be managing his case to help expedite resolution. We held Mr. XXXXXXXXXX’s account because it was associated with another set of accounts that had initiated Chargebacks, or transactional disputes on valid payments. This type of chargeback is considered fraud, so we take specific actions to mitigate this type of fraud. Also, these account associations can have a number of reasons including location based. We have been unable to release Mr. XXXXXXXXX’s account because there is no valid Real Life Identification in the account. This information will help us resolve our investigations on the possible associations of accounts. If Mr.XXXXXXXX can provide us a legible copy of a government-issued identification document (state ID, driver’s license, passport, military ID, birth certificate) that clearly includes both name and date of birth, we will release his account. This ID can be sent in via his existing Support Case via responding to the generated email. Regards, Patsy Linden Customer Service Manager Linden Lab In my opinion, this shows exactly what is wrong with Linden Labs customer service. I find it funny that they are asking for a copy of my driver’s license when all of my personal information about my RL identity can be found on the complaint I filed with the BBB. So I am not sure why they want a copy of my drivers license or birth certificate! I also find it sad that the Linden Labs employee handling my case refuses to sign their real life name and hides behind the Linden name. At this time, I am undecided whether I trust Linden Labs with a copy of a RL identification document given the companies history with security issues. Surely a company operating 21st century would have the means to validate my identity through electronic means rather than resorting to this archaric method of sending them a picture of documents that can easily be faked. I am leaning toward abandoning my investment into Secondlife with this avatar rather than trusting Linden Labs ability to hold such a document secure. However, I am remaining firm in my commitment not to spend any more RL money in SL and will continue to advise my friends not to do so either. Nor will I be going out of my way to promote SL as I have in the past until Linden Labs can demonstrate that it truly cares about its customers. The fact that I am having to resort to the BBB rather than Linden Labs official channels clearly demonstrates that their system is still broken as not one email has been received concerning the original event that triggered this whole mess nor can I access their website to respond to the original ticket I created or subsequent tickets as “doctor shackleton”. The most disheartening aspect about this whole thing is the idea that I may somehow be involved in fraud. I have never disputed ANY payments to Linden Labs or products I have purchased in SL so I really don’t have any idea where they are coming from with this. Sincerely, Doctor Shakleton aka TheDoctorShackleton Resident

Thanks for the replies! What's odd is that I have emails from other tickets I have opened, except from the very first one. What annoys me is that I can't get logged into their website to check the status of any of these tickets. It is obvious that their system is broken and that they don't have enough staff to deal with customer issues in a timely manner. Like everything else in this corporate centric society, you pay your money, you take your chances and when things go wrong, you are left with little recourse. (My next step is to file a complaint with the California Attorney General.) I have encouraged many people to sign up for Secondlife and assisted them getting around, once they were in. I've invested time and money into inworld ventures, but no more. The damage has been done and there really isn't any fixing it. HEAR ME LOUD AND CLEAR LINDEN LABS, I AM DONE PROMOTING YOU AND YOUR BROKEN SYSTEM! YOU HAVE GOTTEN THE LAST OF MY MONEY! You can take my account(s), you take my inventory, you can take my $Ls, but you can't take my friends.

Have you gotten this message? “Are you having a little trouble with your password or security question? We can get this straightened out by talking to you. “ No, you are not alone. This happened to me around February 16th. I have spent many hours reading SL forum posts about this situation. Here’s what I found out: When this happens, you are also prohibited from logging into www.secondlife.com The situation seems always to be the same. Out of the blue, a resident finds out that they can’t log in, there is no email notice sent before this action, a call to the phone number provide results in nothing other than a confirmation that the account has been “put on hold” with the caller told to log a support ticket.IF LL decides to “un-hold” the account, it is usually WEEKS later, with no explanation or apology given. This happens to people with premium accounts as well as free accounts. It happens to people that have only been in SL a couple of week or many YEARS. There was a JIRA ticket created in 2008 about this problem and was closed by Sue Linden on Dec 21,2010, with no comments. See: https://jira.secondlife.com/browse/WEB-2422 (Yeah, that's fixing the problem!!!) I called the number on the screen when I couldn't log in. I was able to talk to someone right away. After looking up my information, all the person could tell me was that there was an administrative hold on my account and I was advised to fill out a support ticket. I did, but I got no email response from Linden Labs confirming that I successfully created a ticket. I did try to change my password, which I was able to do when Linden Labs sent me an email, so I KNOW they have my email address. I then created additional support tickets about this. I did get a response from them but the responses tell me to stop creating tickets, so I know at least someone is seeing them. One of them did include the original support ticket number for reference, however, but since I cannot log into their website, there is no way I can check the status of it. The results of this can be disastrous. During this time, victims have lost their land, their businesses, their customers, their fans, etc., with no recourse than to create an alt and start over while waiting for someone to help them. Linden Labs has been paying us lip service by telling us they are improving the lines of communications. Well, if anyone from Linden Labs is reading this, your customer service is a joke, except no one is laughing. I have invested time and money into Secondlife, but if that is they way Linden Labs is going to treat me as a customer, then they will no longer be getting any of my money. If this has happened to you, or you have had other trouble with Linden Labs, you can go the Better Business Bureau. Linden Labs has an A+ rating an only 103 complaints! This is really unbelievable. They surely don't deserve this kind of rating, or do they? http://www.bbb.org/greater-san-francisco/business-reviews/internet-gaming/linden-lab-in-san-francisco-ca-57373 People from any country can file complaints on their site too, if they are having troubles with Linden Labs http://www.bbb.org/us/ You may be able to get quicker action from LL this way, but don't hold your breath. It's been over three weeks now for me. Perhaps if more people file complaints, maybe their customer service will become better. It's worth a try. Good Luck! Doctor Shackleton