Posted 13 years ago
·
Author
Recently I tried getting my OLD Second Life account back (for nostalgia reasons mostly). I went to log in and the log in failed. I requested my user name and password be sent to my email. It was. I used that information. Log in failed so I opened a support case....
One thing I have learned from this experience: Customer support blows.
Case I opened read: "I am unable to log in with my correct account information. If you could investigate the status of my account it would be much appreciated. I once had it set to premium but wish to access it under basic membership."
The reply from LL : " Hello Lyset Whitcroft,
Thank you for contacting Linden Lab Support Team!
If you wish to downgrade your Premium or Concierge account to Basic, follow these steps:
1. Point your web browser to https://secondlife.com/account/membership.php
2. Select the Basic Account option.
3. Click the Save Changes button.
Warning: If you downgrade to a Basic account, you will lose all the land you own, and you will no longer have access to your weekly Linden dollar stipend or Live Chat support. Make sure to sell all your land before you downgrade! You may also wish to check your Group Land contributions and make arrangements to keep your group's land holdings in good standing.
Best regards,
SydahneP Scout
Linden Lab Support"
Me: "I am unable to log in to make those changes you suggested. It directs me to a page that asks me to submit a case which is what I did the first time.
https://secure-web34.secondlife.com/my/ ... hp?lang=en "
LL: "Hello Lyset Whitcroft,
Thank you for contacting Linden Lab Support Team!
I apologize, however your account has been delinquent for more than 60 days.
We may or may not be able to restore your account. Even if we are able to restore your account, there is a chance that the inventory, land, and/or L$ previously associated with your account may be unrecoverable. If your account can be successfully restored, we will charge you a US$72.00, which is the past due balance on your account.
To start the process, contact our Support team with your request.
Toll-Free (US/Canada)
800.294.1067
Best regards,
SydahneP Scout
Linden Lab Support"
My thoughts are 'past due balance? Wtf?'
So I reply: "Thank you for taking the time to review my case, however, I fail to see how there is a past due balance on my account given that it was deactivated upon the moment of non payment therefore rendering it a basic membership by default. I did not play as a premium member after point of non payment which, in turn, did not incur "non paid premium member fees". If the $72.00 is a non negotiable fee for restoration of my account to the point of $0Ls, 0 land, and 0 inventory (which is arguably ridiculous for a bare account) then please, do not trouble yourselves any further and move onto a case more pressing, for a bare account with only the in world birthday time to cause appeal is not worth such a steep fee. It is also within reason to suggest such an act of account restoration only warrant a $14.95 fee at best given the state the accounts may be restored to.
Again, thank you for getting back to me. It is regrettable that we cannot continue to do business.
Best regards,
Lyset Whitcroft"
LL's polite response: " Hello Lyset Whitcroft,
Once you signed up for premium your account was billed immediately. Based on the type of billing you chose which was annually, we would not bill you for the year after the year has passed. It is unfortunate that you did not take care of the balance before it got out all the way past 60 days which is why your inworld items have been deleted. I do apologize for the inconvenience. If you feel that this is inaccurate please feel free to contact our billing specialists at 800.294.1067.
Best regards,
SydahneP Scout
Linden Lab Support"
Then before I can reply back I recieve an email that says "This case has been closed as it has been given a solution more than 5 days ago."
What. The. Hell. Simple request. I was just curious as to whether or not I could get it back and then shocked at the "fee" of almost a hundred dollars. (Might as well have been) so I inquired and I was met with a rather underhanded rude answer.
I'm so disgusted. Wish I could find SydaneP Scout in world and spam crash him.
Oh, and as a side note, a real linden lab employee would have the inworld last name of "Linden". "Scout" is a regular name a customer can receive once they create an account. I had heard that LL was "hiring" players to do CS work for them. I almost want to file a complaint.
Eh, its not worth the hassle.
/rant
Anybody else run across bad CS like this? Or am I just imagining this in my head and taking it all the wrong way? Because to me, it looks as though I punched a button and they closed it before I could work my way around their little scam. I know account recovery takes work but JESUS... 72$ for a BLANK account? I dont think so.
One thing I have learned from this experience: Customer support blows.
Case I opened read: "I am unable to log in with my correct account information. If you could investigate the status of my account it would be much appreciated. I once had it set to premium but wish to access it under basic membership."
The reply from LL : " Hello Lyset Whitcroft,
Thank you for contacting Linden Lab Support Team!
If you wish to downgrade your Premium or Concierge account to Basic, follow these steps:
1. Point your web browser to https://secondlife.com/account/membership.php
2. Select the Basic Account option.
3. Click the Save Changes button.
Warning: If you downgrade to a Basic account, you will lose all the land you own, and you will no longer have access to your weekly Linden dollar stipend or Live Chat support. Make sure to sell all your land before you downgrade! You may also wish to check your Group Land contributions and make arrangements to keep your group's land holdings in good standing.
Best regards,
SydahneP Scout
Linden Lab Support"
Me: "I am unable to log in to make those changes you suggested. It directs me to a page that asks me to submit a case which is what I did the first time.
https://secure-web34.secondlife.com/my/ ... hp?lang=en "
LL: "Hello Lyset Whitcroft,
Thank you for contacting Linden Lab Support Team!
I apologize, however your account has been delinquent for more than 60 days.
We may or may not be able to restore your account. Even if we are able to restore your account, there is a chance that the inventory, land, and/or L$ previously associated with your account may be unrecoverable. If your account can be successfully restored, we will charge you a US$72.00, which is the past due balance on your account.
To start the process, contact our Support team with your request.
Toll-Free (US/Canada)
800.294.1067
Best regards,
SydahneP Scout
Linden Lab Support"
My thoughts are 'past due balance? Wtf?'
So I reply: "Thank you for taking the time to review my case, however, I fail to see how there is a past due balance on my account given that it was deactivated upon the moment of non payment therefore rendering it a basic membership by default. I did not play as a premium member after point of non payment which, in turn, did not incur "non paid premium member fees". If the $72.00 is a non negotiable fee for restoration of my account to the point of $0Ls, 0 land, and 0 inventory (which is arguably ridiculous for a bare account) then please, do not trouble yourselves any further and move onto a case more pressing, for a bare account with only the in world birthday time to cause appeal is not worth such a steep fee. It is also within reason to suggest such an act of account restoration only warrant a $14.95 fee at best given the state the accounts may be restored to.
Again, thank you for getting back to me. It is regrettable that we cannot continue to do business.
Best regards,
Lyset Whitcroft"
LL's polite response: " Hello Lyset Whitcroft,
Once you signed up for premium your account was billed immediately. Based on the type of billing you chose which was annually, we would not bill you for the year after the year has passed. It is unfortunate that you did not take care of the balance before it got out all the way past 60 days which is why your inworld items have been deleted. I do apologize for the inconvenience. If you feel that this is inaccurate please feel free to contact our billing specialists at 800.294.1067.
Best regards,
SydahneP Scout
Linden Lab Support"
Then before I can reply back I recieve an email that says "This case has been closed as it has been given a solution more than 5 days ago."
What. The. Hell. Simple request. I was just curious as to whether or not I could get it back and then shocked at the "fee" of almost a hundred dollars. (Might as well have been) so I inquired and I was met with a rather underhanded rude answer.
I'm so disgusted. Wish I could find SydaneP Scout in world and spam crash him.
Oh, and as a side note, a real linden lab employee would have the inworld last name of "Linden". "Scout" is a regular name a customer can receive once they create an account. I had heard that LL was "hiring" players to do CS work for them. I almost want to file a complaint.
Eh, its not worth the hassle.
/rant
Anybody else run across bad CS like this? Or am I just imagining this in my head and taking it all the wrong way? Because to me, it looks as though I punched a button and they closed it before I could work my way around their little scam. I know account recovery takes work but JESUS... 72$ for a BLANK account? I dont think so.