B00tsy Compton

I Understand that, with most companies support works that way. My case of not being able to login to the marketplace and managing my store could be considered as 'urgent'. Luckily I don't have sales going on that I have to manually disable, but this issue is been going on now for 2 weeks so I am calling it 'urgent'. The times I had to use support in the past I also had a response time of max 48 hours, thats why I am a bit confused and worried about the time that has passed now. Or would it be that since I don't have/use premium anymore my ticket is stuffed on the bottom of the pile? I don't know! And Calling support all the way from Europe is not something I really want to do. Besides, my account issue is not related to billing so I don't want to bother the wrong support department with that.

Yeah I just added a reply to the ticket, not sure if that helps. I guess I will be a bit more patient. It's indeed true that they might be under-staffed during the pandemic.

I didn't really asked for any help, I just wanted to know what the average response times are. If a Linden employee is lurking in this forum then he/she can no doubt help me though.

It is account related so I don't really see a reason why that would have to take so long. Live chat is for premium only and I have ended that a month ago after paying premium for over 10 years.

Well, any support subject should have a decent response time. Not expecting support to fix issues within a blink of an eye, but I do expect a response and confirmation that the issue is noted and being worked on. If waiting a week for a response is the new standard on SL then things has changed since the last time I had to use support.

What is the average response time to support tickets nowadays? Is it normal having an open ticket unanswered for 5 days? I mean, I have patience, but 5 days without any response at all is too long imo.

I get this when I try to login on the marketplace: "So sorry to keep you waiting. We'll be right back! We've been notified about this issue and we'll take a look at it shortly." This is the issue for weeks now. Made a support ticket on the 9th and it's still being processed.

You have those now and then. Stay nice and proffesional, log the IM's, base any argument on facts (and not emotions), let the customer review the products(s) and see if it has any merrit. If not, report it (and leave a comment) and let te marketplace team handle it. If that does not take care of the issue then you still have the IM logs that will help your case when you open a support ticket to solve the issue.

Isn't it really relative to the product? Making a tatoo is completely different then creating a HUD with many features or other scripted product, specially when you also provide free regular updates and new features. Tatoo take 1 hour, HUD could take 1000+ hours if you count updates and on going work on the product. One thing I can tell for sure is that the average customer often has no idea how much time and effort creators in SL put in their products! There are many great mesh builders for example that sells quality buildings for 1 or 2 US Dollars while they 'may' have spend hundreds of hours in Blender (or similar app) with dozens of test upload versions, much time on texturing and adding nice lighting and adding scripted features to their build (etc).

I just want to say that I am beyond disappointed in how issues are being taken care of by LL and the SLM team. For over 6 months I can not look at the SLM account/orders page because then I get this: So sorry to keep you waiting. We'll be right back! We've been notified about this issue and we'll take a look at it shortly." Yeah I am waiting for it for 6 months now! Listing enhancements are stuck in a uneditable limbo also for months and on top of that active enhancements are being canceled on it's own without any confirmation or action by me the accountholder/merchant. The SLM website is almost 2 years online and still it borked and unreliable. Give me one good reason why I should still trust LL with my money on that website? And this is on top of a lot of other existing SLM issues such as fake and manipulated reviews and ratings and other bad merchant behaviour like selling other peoples creations without approval... as anyone can sell and call themself a merchant. A few days ago I saw a merchant that copy/pasted an entire listing of mine and I can not even communicate with the SLM team about it, besides unrelevant flagging options without a commentbox to clarify the flagging action. So I then have to file a DMCA for a listing description, a DMCA team that ignores letters from oversees and only accept fax-DMCA's. And then still good chance they wont do a thing about it., besides that I am done filing DMCA's, dealing with them pisses me more of then the actual IP theft. You LL are asking jackpot prices and fees for virtual land while I could buy a frikkin tripleA server myself for the same price as 1 month region fees, at the same time inworld commerce is pretty much ruined by LL and in return we have a commerce site that we can't trust or rely on + that the site is still inferior to the original SL-Exchange that also had a dedicated team that was always on top of every issue, a team that communicated with the users on a daily basis. And when I contact support after being very patient to complain about the issues I am being shoved off with a link to this forum and the other half of my ticket unanswered and unsolved. You LL are a joke. Lets face it you have missed the boat and SL will eventually die a slow death. There were plenty of oppertunities to make SL big, but the arrogant vision of the old CEO's and the shareholders took the paying residents for granted and they were pretty much ignored and just milked as much as possible. You were so arrogant that you focussed on bringing in companies into SL while they did not want anything do with your virtual experiment instead of focussing on the endusers and the merchants/creators in SL, the ones that bring in the real money. Thinking back at the huge pile of drama we had to endure with contenttheft and LL leaving the creators out in the cold for years, where we had to deal with a just as arrogant DMCA team that were unwilling to help creators in distress other then the strict legal conditions they had to obey to cover LL's own ass. Over the years I have a huge list of disappointments regarding LL's business practice and their priorities and there comes a time when it is enough. I am personally done putting any more time and effort into SL and spending my money on your dated and overpriced virtual environment. The experiment is over. Merry Xmas.

Dear Commerce team, At this moment I can not look at my order history on my account page at all, so I have no idea what is being billed currently. I do see 3 enhancements that are stuck in a limbo with "charging/ can not edit". One of those enhancements has been stuck for 8 months now (not the 2 months you are referring to). I am not planning to pay for an enhancement that I wanted to stop many months ago, but simply can't because your software is borked. I also want to add that I have reported this issue of not being albe to stop enhancements and not being charged for them either in a Jira over a year ago and it was told it was fixed, with a nice thank you for reporting the issue. (https://lists.secondlife.com/pipermail/jira-notify/2011-May/277312.html) I now noticed thus that I again a have stuck enhancement that I thought I had disabled like 8 months ago. I am definitely not paying 8 months enhancement costs for an enhancement that I stopped, but is still active due to software problems.

The land prices needs to be lowered by half, period. And I do not mean the initial purchase, but the recurring monthly fees. On top of the too high prices the European countries also pay 20% on top of the overpriced land. Owning a region equals to buying a brand new high-end PC every other month. The land fees are not in line with other real world prices. I am frankly surised that LL sells as much land as it does with the current worldwide economic situation.

Chelsea Malibu wrote: 3. Freebie and almost freebie items not showing up under relevance. In fact, anything 25L or below should have it's own area and not be in the general filter. I notice the excact opposite with default display of relevance and best selling order. There are pages upon pages of freebies and semi freebies and then at page 20 the real products finally start to appear. The exception is the very first page where you do still see a few products with a price tag. Atm SLM category display is messed as bad the first beta months of SLM.

No worries a jira has long been filed about this, you only have to vote it. https://jira.secondlife.com/browse/WEB-4050?

Sassy Dirval wrote: I'll chime in on the question, though i'm not a Linden. FREEBIES are good for SL, and when used properly can help boost your own business -- just as they can be in real world marketing. I'll work on a indepth post on this topic for my blog, but a few reasons are: If freebies are good for SL and your business is debatable. I do not think they belong on SLM as separate products, it contradicts the whole purpose of SLM. Freebies most certainly do not deserve a sales rank and a relevance rank as they do now. Freebies should at least have a separate search and not be included in the default search on SLM. The best place for freebies is inworld as it incites new residents to explore new locations while searching for freebies.

Toysoldier Thor wrote: effectively reduced a 60 minute meeting to 30 minutes. And so few actual questions were asked and answered - thanks to Brooke's Question Filtration System (Colossus) that it just ended up being Brooke typing out a blogged status update. Since I am unable to attend anyway (as are likely most merchants), I would totally agree that Brooke should just collect the survey responses of the top issues, develop a blog of the topics she is willing to post about, and then just let the larger audience of Merchants ask questions on the blog. Then she should take some time out of her schedule and answer some of the responses / questions. I do agree that larger group meetings are not all that effective and has no room for in depth discussions, I am positive though about the active communication we are having with Brooke. After Pink there was a gap in communication and no Linden that took over the public role. Glad to see that void filled.

Adjustment of the tier prices and setup fees is definitely wanted/needed. 300 dollars a month (ex VAT) is not linear to prices of other products in RL. For 500 Dollar you can buy a quad core PC with a 1GB Gcard. So having 1 sim in SL (on a shared server) is equal to buying a brand new PC every 6 weeks. Not even mentioning the 1000 dollar setup fee for a sim.

Thanks I found it already. And you are right reading it so far

I could not make it to the meeting unfortunately, something else came up in RL I hope some of the points I brought up were taken into the meeting and of course the other important points that have been mentioned here. I will have look at the chatlog when it is published. Hope it was a fruiful meeting.

Loving Clarity wrote: B00tsy.Compton wrote: Big clean up of stale listings. Auto disable listings that have not been sold for over 6 months (seasonal listings excluded). Include a reactivation fee. Auto deactivation of listings from merchants that do not login to SLM at least once a month. Encourage more merchant commitment. I only have one objection to this and that's to auto disable after six months of no sales. I've objected to this before... not sure if it was you or someone else who posted it. But with search currently borked, I don't think delisting items that don't sell is the proper way to go. I have items that used to fly on SLX that haven't moved since the switchover. I can't get them seen, hell, I can't find them myself! So until search is made more effective, I don't see what good it will do to punish those merchants who are just having issues getting those items stuck in the black hole of middle ratings. I do think deactivating products by merchants who never log in is a great idea, though. It should have been done during migration. What a fantastic time it would have been to note when the user last logged into SLX and if it was past a certain time, just don't migrate their items. All too often people purchase items only to find out the creator has "left SL" and they won't be getting an ounce of customer support. It's a shame some people would operate a business like that but it does happen. Regardless, SOMETHING needs to be done as search is borked and the current method of using quantity of sales to reflect an item's relevance is not only asinine, but it's gaming freebies to the top. Well look at it this way, without getting rid of a lot of the stale listings your products will not be found either, exactly because of all those stale listings. Stale listings were already a problem on XSL, current search does not change that. And if your listing is worth while you can reactivate the listing again (for a reasonable fee). If you relist with the cleaned up categories you have a better chance that those listings get noticed. I am all for it. I personally do not not mind having to pay for a reactivating fee either... It's for the greater good.

Ehhm not sure what Europe time 9AM PST is, but Ill try to make it. I would like to discuss easy editing of listings with the implemented word filter. A more stable commerce environment with less frequent disruptions. Meaning that when changes/fixes/tweaks are implemented they will be done at the start of the week and monitored for several days to see if it is implemented properly. Like last time a change was made to the relevance search (on a friday) and all top selling products ended up at the bottom of relevance and stayed there for a week, even after dozens support tickets and jira's, plus no communication for a week from the SLM team. Better sales monitoring. L$ display of total weekly sales. Total weekly number of sales per product. Total clicks per day / total daily traffic per product. Bring back the XSL traffic graph. Improved enhancements. I would like to be able to buy several featured enhancements for a single product and be able to display them in multiple categories. More basic enhancements. Highlight listing, thick border enhancement (like XSL had). Featured enhancement needs to be displayed in search as 'featured' on the product image... again like XSL. The featured enhancement is less effective compared to XSL, only the price of the enhancement is the same. Bigger penalty on freebies in search. They still pop up to high in search. Even better, create a separate search for freebies and exclude them from general search. SLM is not a freebie distribution center. Big clean up of stale listings. Auto disable listings that have not been sold for over 6 months (seasonal listings excluded). Include a reactivation fee. Auto deactivation of listings from merchants that do not login to SLM at least once a month. Encourage more merchant commitment. Mandatory PIOF to be able to sell on SLM and inworld. Bigger description box on the listing edit page. Embedded youtube video on the listing page. Show on the homepage or merchant homepage total logged in accounts and guests. Quick link to SL account summary page. Edit to add: That homepage enhancements on XSL also automatically used to be a featured enhancement (displayed in search as featured). So also the homepage add is less effective. Pay the same and get less for it.

Ohh thats a good time, was afraid it would be like the middle of the night

Pamela Galli wrote: Bootsy, read the chat Brooke posted. Prefs will be persistant. Problem solved. Read it just now. Well it does give hope, especially the part that mature is not treated the same as adult anymore. I still have my doubt about the word filter, I think it will remain a pain in you know what. For every new listing you create you will have to save the unfinished listing after every sentence to check if there isn't any word triggering the filter. Writing down a 5k description and then saving it, finding out that there is a faulty word, having to check all words, re-save the listing a zillion times trying to find the word before it is actually rated as G will result in whole bunch of swearing behind the PC. I am glad that there is a jira now and a open communication. We will see what happens this week.

You have a point. The problem is however that you have to be logged in to view the 'adult' search. I do not have any numbers on how many guest/not logged in people are on the marketplace, but on SLX is used to be between 500 to 1500 constantly, thats a lot of people that wont see your mature/adult listings...and wont be able to click on your inworld location.

Iren Tinkel wrote: i wish LL moved to Netherlands somehow and become game to ppl +18 - then they would resolve many troubles in one step. Or anywhere else in Europe for that matter, All EU countries are subject to EU laws, not just national laws. Dozens of Dutch sites (including a government funded site) are hosting/mirroring wikileaks because we do not like and believe in censorship. Try to do that in the US, you'll be in jail right now