Duke McDonnagh

Hi thanks for your feedback. I am sorry you haven't had any positive Support experiences. Your right it would be fruitless not to mention extremely expensive to take them to court. I will continue to persue "justice" until i feel like its fruitless. Duke Once you say you're going to settle for second, that's what happens to you in life, I find. - John F. Kennedy

Thanks for the replay, its not me its my friend they need to show her. So privacy laws is no excuse. Duke

I have been a member of the SL Community for many years And almost always And now I have concierge support because I own a sim. I have never not been provided anything but top notch customer service. I would be hard pressed to come up with any examples where my experience with concierge support has not been satisfactory. Not that I always got the answer or solution I wanted but at least i felt they knew what they were doing And Had my interests as a customer at heart. I recently had occasion to help a friend who was only a basic member. I was shocked to see what customer service she got which really amounted to none. So immediately I purchased her premium support so at least we would have chat to work with. And be able to submit a case on any topic. This is well worth it only $85 bucks a year. Any with her permission i sat off to get her issue resolved, which I was confident that I could now that I had chat support to work with. (Not it is perfectly within SL terms of service for me to be allowed access to her account with her permission at her own risk). What a disappointment this has been. They don't seem to care or have very little empathy for her situation. I am going to paste the rest of the store now since I already have it ready should i get to talk to a supervisor which I have requested. I still have hopes that a fair resolution will be forth coming. Your comments And feed back are appreciated. Original Transaction: 10/01/2012 28,000 lindens deducted from account. This ad was created And published (Otherwise there would be no charge) but right after creation was the last time it appeared in my profile. The ad never ran And disappeared from my classifieds in my profile the next day after creation I requested a refund this was denied because I had created the ad. (ISSUE: The CS agent mistyped when the "final" response was put into the ticket. She wrote I'm sorry but we will accommodate a refund request". I assumed that this was an error And informed chat support that I wanted clarification if the refund had been approved or denied I never got a response to this request for clarification but someone went in And modified the cancelled ticket to read "I'm sorry but we will NOT accommodate a refund request". I see this as a potential serious security And trust issue in that someone would be allowed to go into a closed ticket And modify it after the fact". We as customers are not even allowed to comment on it) When I asked why the ad had not run i was told "If an ad was canceled it will not run" MY position is And has been all along that I did not cancel the ad And I am 100% positive I had no intention of canceling it. If proof was provided from a log that showed I cancelled it then I would accept responsibility for my mistake. I opened a new ticket as instructed by chat support making this request. The ticket disappeared. Subsequent attempts to create a new ticket also disappeared. When I tried to pull them up the system pulled up the original closed ticket. To the best of my knowledge I never received a response to any of these tickets. IN the last chat session i was told that i should not have opened duplicate tickets And that at least two of the tickets i was informed that proof of cancellation could not be provided. This is the first I heard that this proof could not be provided to me.(ISSUE: I have never been able to pull up any of these so called duplicate tickets except right after they were created And even now they do not appear in my support history. When I do try to pull up one I get the old ticket which has no mention of the fact that proof could not be provided. The Customer service agents seem to be able to see all the tickets but I cannot) Issues And questions: 1. I paid 28K for something I never received. Even If I did cancel it on the day it was created why should LIndens get my money? Shouldn't there be a prorated refund? 2.Why is an agent allowed to go in And modify an already closed ticket presenting security And trust issues. Why not allow clarification comments only? 3. WHy can proof of the cancellation not be provided? (It's hard to believe there is no log of cancellations as this is part of a transaction where you are taking Your customers money. Not to log it is a poor business practice at best And potentially could lead to civil claims of fraud unfair practices.). 4. Why is it assumed "the system" is infallible And the customer has to be the one that made the mistake when we all know that glitches And missing transactions occur a lot. I still believe its reasonable when I ask for proof to be provided that the ad did not run because of a mistake I made or action I took. If this proof cannot be provided then it is reasonable for me to expect a refund or credit so I can run the AD. 28K is not much to the lindens but to someone like me of limited resources who is working hard at trying to make success of a business 28K is a LOT.

"Rod has an impressive depth of experience in developing and leading fun, immersive entertainment experiences" THe keyword here is "FUN". Sometimes(All too frequently) both customers/players and lindens forget this simple concept. Thats why Secondlife became so popular. If we needed all these regulations, restrictions and pressures then we would just suffer in our Reallives. B est of luck to the New CEO hope you keep the word FUN in mind. Duke McDonnagh