Your2ndPlace

A message to you Philip,
Stop your messing around,
Better think of your future,
Time you straightened right out,
Creating problems in town,
Philip, a message to you, Philip,
A message to you

Ah 1979, I wasn't even in double figures then but I digress. Linden Lab's decision on banking was both welcome and reassuring, however they should not stop there in their quest to put the customer first.

There are umpteen other problems they need to address and they can no longer hide behind "We don't Police the grid" because in the case of banking, they have proven quite clearly that they do.

So next, make it illegal to transfer an island and not pay compensation to existing residents.An island is worth, the fee you agree, minus the land transfer fee, minus any existing land commitments, be that land tier, sale price or whatever. This scam whereby islands are transferred and existing tenants are ripped of has to stop.

LL have these details, I would never dream of selling my island and claiming that land I've sold is part of the deal, yet this happens and it happens all too often.

Next up, if you really believe in customer support, scrap the Jira as a bug reporting tool. I work RL in customer support, I know if we introduced a Jira that my customers would baulk at the idea of using it, they would not report faults that way, they would not have the patience to learn how to use it. This is a fact of life, the more difficult the system is to negotiate, the less likely it is to be used.

The Jira is a tool for techie types, it’s not a tool for users who just want to report a problem.

The fact that Torley has to provide a video to tell people how to use this, proves how unfriendly a system it is. Fault reporting should not be this difficult.

Next, the group limits. This really stifles the system. At one point I was a member of a discworld group with an aim to build a discworld sim. I love discworld, however imagine my disappointment that I had to drop this group due to the 25 group limit, along with the group for my football team, along with nearly all my social groups. How about making groups that cannot own land? Therefore the issues of having to check groups for land access becomes null and void as these social groups cannot use land and ergo, don't need to be checked for permissions if they are a social group.

Next, asset server issues. I purchased something today and then received a message that the asset server didn't reply in a timely fashion. However my payment did function in a timely fashion and took my money. This is arse about face, the money should not be taken until the item is delivered. If this platform is to be taken seriously as a business tool then item delivery has to take precedence over taking money. The fact that I can't prove the item wasn't delivered again breaches the philosophy that the customer is always right.

Robin Linden has been involved in discussions on avatar rights, hey Robin here is a simple right, the right not to lose your money due to non delivery of products, this is a fundamental right in any business. Indeed it breaches basic law in umpteen countries to allow money to be taken and the service not to be delivered.

Next ensure submitted tickets are responded to, I've closed tickets that LL haven't responded to, it's disgraceful that I don't even get the courtesy of a reply, this is extremely poor customer service.

Next the abuse of traffic by bots, simply ban it or remove traffic as being viewable to anyone other than LL. This is such a ridiculous position. Obvious gaming of the system is so apparent yet LL do nothing about it.

Next the new search, I initially opted out of the new search as I did not want my avatar name to appear there. However this simple request also made my inworld profile pretty useless. My name also continued to appear in the web search, just no details as to who I am. Look, if I opt out of web search my profile should still be useful inworld. Even facebook acknowledge this principle, it's abysmal customer service that LL do not place importance on privacy. My profile should be available to all within SL and if I opt out of profile search, I should not find that my profile via the new search all is useless inworld.

Ad farmers, make them buy 512M plots, disallow the sale of any plots under 512M. There is a notorious ad farmer who ruins the landscape with his yellow and black spinning plots. A 16M plot serves no useful purpose to a respectful resident, it's easy to circumvent ad farmers by making them buy 512M plots. Sure they may abuse those, but heck it's less of blackmail tool.

I notice a lot of people shrugging their shoulders and saying "You've been scammed, nothing you can do about it". I'm sorry, but this isn't good enough. LL have a duty of care, and they need to come up to the plate. Meanwhile residents need to stop believing that nothing can be done, it can. The banking ban proves that something can be done. People need to complain, they need to be constructive with these complaints but they must complain.

The platform, the potential, the scope, it's all there, but the delivery, the very idea that LL have a clue about customer support, I'm telling you as someone who works in customer support, LL haven't got a clue about it. I'm amazed this platform is so popular with the awful support LL provide. However reading between the lines this means that the platform is something that is very worthy, but in terms of putting the customer first or the customer is always right philosophy, LL are sadly lacking and this will be their downfall. Philip, respect your customers.

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