
crime scene chalk by miikkahoo, on Flickr
When I announced the
Mainland Renaissance Project just over a week ago, I had a renewed optimism for Second Life and high hopes about doing something good for the mainland. Unfortunately I didn’t anticipate being locked out of my account the next day, and potentially losing my account, my land, my creations, and a part of my virtual identity altogether on October 26th unless the trouble ticket that I filed a week ago is dealt with quickly.
I’d like to apologize to anyone who has sent me any landmarks to check out for this project. Should I be allowed to return to Second Life, I fully intend to go forward with this project, even though it has now been a bit delayed.
Unfortunately I find myself in a position that is far too common with Linden Lab’s customer support, a sort of limbo where I’ve jumped through every hoop requested to correct a mistake that they partially share the blame for… and waited…wand waited…and waited. That is essentially the TL;DR version of the situation, but for those who are curious, I provide you with all of the sordid details (minus names and other identifying info of course)…
Around June of this year I became the victim of identity theft. An unauthorized charge from a driving school in England showed up on my bank statement from out of nowhere. Of course, when stuff like this happens, you immediately cancel the card, and get a new one issued. When the new card comes, you change all of your automatic debits over to the new card, and check to see if any of your automatic debits failed to go through in the mean time. I did all of those checks and after going through the process, nothing was showing up amiss (more on that later).
Apparently my $10 membership fee on June 20 didn’t actually go through. Between the time of the failed charge and October 15…
- Several charges for both tier and membership went through without issue.
- My account never reflected an outstanding balance.
- I received no email or other notification that I had an outstanding balance.
On October 15, having had no prior knowledge that anything was amiss, I found that my account was locked out, and that worse still my girlfriend had her account locked out for the crime of surfing from the same household and therefore having the same IP. Having no idea what was going on, I didn’t wind up putting in a ticket for the issue until Sunday October 16. As of Monday the 17th at the end of the day the ticket had not been touched. I made a call to Linden Lab, and was finally informed of what the issue was, but was given no easy way to take care of the issue while on the line. In fact I was told that I’d have to jump through many hoops to actually make arrangements to fix this, and repeated requests to speak with a manager that COULD fix the issue were denied. So I jumped through all of the hoops that evening and updated my ticket. That night I was informed on the ticket that I needed to update my billing information and then the bill would go through and the issue would be resolved. On October 18, I updated the requested billing information, made a note of it in the ticket, and I waited…and I waited…and I waited. Two other requests for updates to the ticket have been ignored. Here we are a week after my initial contact, 5 days after my last contact, and I remain in limbo.
This is really not the way to run a company.
Could this be the end of Nexus Burbclave? Stay tuned.
UPDATE: Just got some good news. The issue has been resolved, and I will be able to return in-world. I look forward to getting going on the Mainland Renaissance Project.