SLUniverse Forums

Aki Shichiroji · 07-20-2008, 01:35 PM

OK - I'm going to preface this by saying I'm trying to remain as objective as possible with this posting.

I'm also editing out company names at this point because I'm not interested in pointing fingers. It's not too hard to know who I'm talking about if you want to do a bit of digging, or just ask me - I just want to discuss this from the standpoint of being a customer and expecting a product/service that's being late in its delivery.

I posted the below in my LJ yesterday and it pretty much sums up my issue, which I touched on in another thread here last week.

Ok, colour me annoyed.

I try to be reasonable and give folks the benefit of the doubt as much as possible... but I'm slowly getting to the end of my rope.

Last week on Wednesday, I finally made the move to order an Openspace from (Name redacted). I've had plans to do such a thing for some time, and basically have terrain, landscaping etc all ready to go upon receipt.

I sent in the funds that day, along with the appropriate information, and the next morning received an email from them saying it was being delivered. Great, right?

By Sunday I was getting pretty antsy and began asking around to see if waiting more than a couple of days for delivery of a sim was normal. I mean, it's possible to order a sim from the Land Store these days and have it within 5-30 mins... right? This was confirmed by a number of estate landlords over on SLU {EDIT: In this thread: New SL Sims in past week}, though some reasons as to why it might take so long were also offered up.

"Fine," I thought. "I'll give these guys the benefit of the doubt and see if it really is as Josh suggests - maybe they're just taking a while to get my name set up as Estate Owner" - which i never asked for, but it would be nice considering the reduced hassle at a later date. Even so, I sent off an inquiry email the day after.

Hi (name redacted) -

I have still not recieved info about where and how to
access (sim name) as of yet. Are there any particular delays I should be
aware of in regards to the Openspace sim ordering process?

In the mean time, I got in contact with a helpful customer service Linden on Live Chat to ask about the delay:

Joppa: is there a ticket number related to this OpenSpace?
Aki_Shichiroji: That info wasn't forwarded to me, but the name for the sim is (sim name), if that helps any
Joppa: apparently, the only one we can speak to about the matter is whoever ordered the OpenSpace
Aki_Shichiroji: hmm ok. in general though... does the delivery time for openspaces vary a lot?
Joppa: 5 - 30 minutes is what i was just told
First of all, I totally understand and respect the fact that LL cannot divulge information about orders to anyone who is not the person who dealt with LL directly. That's important and private information and I'm glad to hear LL is protective of it.

However from further inquiry as to why there might be a delay and whether this extended waiting period might be out of the ordinary, Joppa was unable to provide any further information and suggested that I get back in contact with the company I ordered the openspace from.

A day after the above email was sent inquiring as to the delay, I received this email:

Hey Aki,

LL should IM you when the island is up. It will be located in your "My Land" folder. It can take them a bit to place openspace regions. I suspect they will be up this week.
So really... Who am I supposed to believe here? It's now Saturday and I still don't have a sim to work with. I really doubt anything will happen over the weekend... and i have no idea whether this is actually eating in to the time included with the first payment. It's also rather annoying that the individual I am dealing with is not being forthright about what the delay is.

I have had it suggested to me by a friend that perhaps this company could be converting a full sim to four Openspaces (which does take time)... but none of that was ever touched on or acknowledged by (Name redacted). Frankly, I would not be this annoyed had I actually been notified whether this was the case... but the customer service response time each time I have contacted (Name redacted) about this has always run about 24hrs or more and each time has not really been incredibly transparent.

I realise there is no legal requirement for a company such as this to be transparent, however as a business providing a service, one would assume that clear and concise customer service would be high on their list.

I chose to go with this company because it has a good reputation and appears to be doing very well, being involved in many development aspects both inside and outside of SL. I really hope that this trust was not misplaced... but as more time passes, the more I feel I may have been wrong to have chosen them.

And here's hoping I'm wrong about being wrong.

That's pretty much the gist of it.

Things would be better or at least partway closer to 'fixed' if I could get some clear answers instead of being told the ball was in LL's court, when clearly under their normal operating service, a sim would be delivered in considerably less time.

As I've mentioned before, I wouldn't mind waiting if I knew what the holdup was and that the reason was legitimate... but that really hasn't been upfront, and it does bother me a lot.

I still want to give this company the benefit of doubt as there is most certainly room towards fixing this situation. They do have a good reputation, as mentioned through someone else who has gone through them, as well as someone whom I know works for them.

I am also aware that under the previous system, waiting upwards of three weeks wasn't out of the ordinary. But with the new land store, as far as I am aware, all of that has changed and wait times should be considerably shorter.

At the moment, I do feel very insecure towards having invested in this product/service and not seeing returns for it.

I dunno. :shrug:

Lucifer Baphomet · 07-20-2008, 02:16 PM

Buying a sim from LL takes 5 to 30 mins like Joppa said, and Joppa btw is an excellent guy.
Transferring one between residents tends to take a lot longer.
But from their mail to you it looks like thsy're jerking you about, cause they ain't being upfront with you.

Aki Shichiroji · 07-20-2008, 02:23 PM

Quote:

Originally Posted by Lucifer Baphomet

Buying a sim from LL takes 5 to 30 mins like Joppa said, and Joppa btw is an excellent guy.
Transferring one between residents tends to take a lot longer.
But from their mail to you it looks like thsy're jerking you about, cause they ain't being upfront with you.

Yes, Joppa was as helpful as he could be, and I'm very grateful for that.

There are a number of reasons why the sim might be delayed. Some of them were laid out in the previous discussion, and some were suggested to me by friends... however none of these were touched on by the person whom I was dealing with.

As for the delivery of the sim... if the sim were delivered early this week with no further complications, I would be happy to just let bygones be bygones.

I guess I'm just really tired of sitting around anticipatory, but not getting anything done and not being told the whole truth.

NeoBokrug Elytis · 07-20-2008, 04:38 PM

I think it's time to demand resolutions and answers.

Aki Shichiroji · 07-23-2008, 06:37 PM

Ok - things are much closer to being better!

Thanks for your suggestions, everyone

I do now have control of the Openspace and have since been working on it. I did find out the full extent of the delay, but since things have worked out, I'm content to just move on.

One less thing to be worried about

Lucifer Baphomet · 07-23-2008, 06:38 PM

Quote:

Originally Posted by Aki Shichiroji

Ok - things are much closer to being better!

Thanks for your suggestions, everyone

I do now have control of the Openspace and have since been working on it. I did find out the full extent of the delay, but since things have worked out, I'm content to just move on.

One less thing to be worried about

Good to hear Aki

Dnate Mars · 07-24-2008, 01:11 AM

Are you the sim owner as well? That could have been the delay. If they kept the owner then it is 5-30 minutes, but it if was in your name, which is sounds like, it can take up to 3 weeks or so for LL to get around to doing it.

Aki Shichiroji · 07-24-2008, 10:14 AM

Yes, that was probably part of it, but from what I understand the island was purchased from someone else and that person's tenants were given a bit of time to clean up and find some place else.

07-20-2008, 01:35 PM	#1 (permalink)
Aki Shichiroji bump. bump. bump. Coffee is not an option; it is mandatory. Join Date: Aug 2007 Location: Sylvan Posts: 579 SL Join Date: 7/22/2006 Business: Kitheres & Organica SLShopper Ads: 4 My Mood:	This shouldn't be like watching paint dry :( OK - I'm going to preface this by saying I'm trying to remain as objective as possible with this posting. I'm also editing out company names at this point because I'm not interested in pointing fingers. It's not too hard to know who I'm talking about if you want to do a bit of digging, or just ask me - I just want to discuss this from the standpoint of being a customer and expecting a product/service that's being late in its delivery. I posted the below in my LJ yesterday and it pretty much sums up my issue, which I touched on in another thread here last week. Ok, colour me annoyed. I try to be reasonable and give folks the benefit of the doubt as much as possible... but I'm slowly getting to the end of my rope. Last week on Wednesday, I finally made the move to order an Openspace from (Name redacted). I've had plans to do such a thing for some time, and basically have terrain, landscaping etc all ready to go upon receipt. I sent in the funds that day, along with the appropriate information, and the next morning received an email from them saying it was being delivered. Great, right? By Sunday I was getting pretty antsy and began asking around to see if waiting more than a couple of days for delivery of a sim was normal. I mean, it's possible to order a sim from the Land Store these days and have it within 5-30 mins... right? This was confirmed by a number of estate landlords over on SLU {EDIT: In this thread: New SL Sims in past week}, though some reasons as to why it might take so long were also offered up. "Fine," I thought. "I'll give these guys the benefit of the doubt and see if it really is as Josh suggests - maybe they're just taking a while to get my name set up as Estate Owner" - which i never asked for, but it would be nice considering the reduced hassle at a later date. Even so, I sent off an inquiry email the day after. Hi (name redacted) - I have still not recieved info about where and how to access (sim name) as of yet. Are there any particular delays I should be aware of in regards to the Openspace sim ordering process? In the mean time, I got in contact with a helpful customer service Linden on Live Chat to ask about the delay: Joppa: is there a ticket number related to this OpenSpace? Aki_Shichiroji: That info wasn't forwarded to me, but the name for the sim is (sim name), if that helps any Joppa: apparently, the only one we can speak to about the matter is whoever ordered the OpenSpace Aki_Shichiroji: hmm ok. in general though... does the delivery time for openspaces vary a lot? Joppa: 5 - 30 minutes is what i was just told First of all, I totally understand and respect the fact that LL cannot divulge information about orders to anyone who is not the person who dealt with LL directly. That's important and private information and I'm glad to hear LL is protective of it. However from further inquiry as to why there might be a delay and whether this extended waiting period might be out of the ordinary, Joppa was unable to provide any further information and suggested that I get back in contact with the company I ordered the openspace from. A day after the above email was sent inquiring as to the delay, I received this email: Hey Aki, LL should IM you when the island is up. It will be located in your "My Land" folder. It can take them a bit to place openspace regions. I suspect they will be up this week. So really... Who am I supposed to believe here? It's now Saturday and I still don't have a sim to work with. I really doubt anything will happen over the weekend... and i have no idea whether this is actually eating in to the time included with the first payment. It's also rather annoying that the individual I am dealing with is not being forthright about what the delay is. I have had it suggested to me by a friend that perhaps this company could be converting a full sim to four Openspaces (which does take time)... but none of that was ever touched on or acknowledged by (Name redacted). Frankly, I would not be this annoyed had I actually been notified whether this was the case... but the customer service response time each time I have contacted (Name redacted) about this has always run about 24hrs or more and each time has not really been incredibly transparent. I realise there is no legal requirement for a company such as this to be transparent, however as a business providing a service, one would assume that clear and concise customer service would be high on their list. I chose to go with this company because it has a good reputation and appears to be doing very well, being involved in many development aspects both inside and outside of SL. I really hope that this trust was not misplaced... but as more time passes, the more I feel I may have been wrong to have chosen them. And here's hoping I'm wrong about being wrong. That's pretty much the gist of it. Things would be better or at least partway closer to 'fixed' if I could get some clear answers instead of being told the ball was in LL's court, when clearly under their normal operating service, a sim would be delivered in considerably less time. As I've mentioned before, I wouldn't mind waiting if I knew what the holdup was and that the reason was legitimate... but that really hasn't been upfront, and it does bother me a lot. I still want to give this company the benefit of doubt as there is most certainly room towards fixing this situation. They do have a good reputation, as mentioned through someone else who has gone through them, as well as someone whom I know works for them. I am also aware that under the previous system, waiting upwards of three weeks wasn't out of the ordinary. But with the new land store, as far as I am aware, all of that has changed and wait times should be considerably shorter. At the moment, I do feel very insecure towards having invested in this product/service and not seeing returns for it. I dunno. :shrug: __________________ Also See: Kitheres Industries (scifi avs, skins, and accessories) \| Organica Updates \| Blog

07-20-2008, 02:16 PM	#2 (permalink)
Lucifer Baphomet Pampers Io Zenophile Join Date: Aug 2007 Location: Darkmere Posts: 5,634 Business: Radio Free Darkmere My Mood:	Buying a sim from LL takes 5 to 30 mins like Joppa said, and Joppa btw is an excellent guy. Transferring one between residents tends to take a lot longer. But from their mail to you it looks like thsy're jerking you about, cause they ain't being upfront with you. __________________

07-20-2008, 04:38 PM	#4 (permalink)
NeoBokrug Elytis Senior Member Join Date: Sep 2007 Posts: 187 SL Join Date: 11/01/2005 My Mood:	I think it's time to demand resolutions and answers. __________________

Thread Tools
Show Printable Version Email this Page
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

07-23-2008, 06:37 PM	#5 (permalink)
Aki Shichiroji bump. bump. bump. Coffee is not an option; it is mandatory. Join Date: Aug 2007 Location: Sylvan Posts: 579 SL Join Date: 7/22/2006 Business: Kitheres & Organica SLShopper Ads: 4 My Mood:	Ok - things are much closer to being better! Thanks for your suggestions, everyone I do now have control of the Openspace and have since been working on it. I did find out the full extent of the delay, but since things have worked out, I'm content to just move on. One less thing to be worried about

07-24-2008, 10:14 AM	#8 (permalink)
Aki Shichiroji bump. bump. bump. Coffee is not an option; it is mandatory. Join Date: Aug 2007 Location: Sylvan Posts: 579 SL Join Date: 7/22/2006 Business: Kitheres & Organica SLShopper Ads: 4 My Mood:	Yes, that was probably part of it, but from what I understand the island was purchased from someone else and that person's tenants were given a bit of time to clean up and find some place else.