There are a few things that irk me about the fashion side of Second Life. One major problem I have is bad customer service, now this can range from the rude to blatantly ignoring their responsibilities as content creators. I bet this happens all all types of commerce, but since most of my transactions are for things to do with my avatar’s appearance I have more experiences in general in this genre of content. Lately, one store in particular has shown, what I consider, to be disregard for their customers. Let me explain the situation (without naming names). I’m pointing out an important problem as I see it:
I go into a store one day and see a pair of boots I adore, I decide to purchase this pair of boots. After paying and going home, I realize I was given the lower part of the left boot – and that’s it. So, I return to the store and try to buy it again, thinking perhaps I hit the wrong part of the vendor or sign. Again, I get the lower part of the left boot and nothing else. At this point I return to the store to find out what their customer service policies are. I see someone there holding a sign…she had a similar issue and has waited 2 weeks at that point for a replacement. She told me that the last time she had a problem with a product from that store it took 5 weeks to be resolved. 5 weeks? That’s nuts! She gave me the email address I was supposed to send my information to and told me to persist. I sent an email immediately detailing my problem. I then sent another e-mail clarifying something a few days later. Then a week after that another e-mail…did my original get lost? So then I sent a note card a few days ago, even though I’m not supposed to because I wanted the designer to know how disappointed I was. Tomorrow will be 4 weeks from my initial purchase and still, not even an acknowledgment of receiving my emails. I seriously doubt I will ever shop there again, even though I love the products. I think if there was an issue with the designer not being available in SL, I would have a different opinion, but they have released several new items in this period. Their loss of my business probably won’t impact the store in the slightest, but if they do this to all customers who have issues, they will.
Another thing I notice: content creators, more specifically fashion designers, stating that they should not be contacted for any issues relating to their products ever, that Linden Lab should deal with items not being delivered and etc. This is complete bullocks. Not giving any customer service, not employing anyone who can help a customer, not backing the products they create? This is a case of a large ego, you’re too busy to be bothered with such trivial matters are being responsible to the people who help you earn real money from a game? Talk about ungrateful, I won’t be shopping at your stores either.
These two things have been on my mind lately. I know some people won’t agree with me, but I think it’s important to voice these issues. Why not mention who I’m talking about? Well it’s not because I’m afraid, but really, it’s not about one single person, it’s about a common attitude that seems to be going around these days. If you have something to say, I’m glad to hear it.