I've been creating on SL since 2007, but I'm also a consumer and I've been through this a few times myself. I think both sides of the consumer/creator coin are generalizing, assuming that the other side won't listen to you. There are both snobbish creators who ignore customers and rude buyers. But there can always be exceptions, we can't assume that everyone will be like this. All of my customers who buy my in-world items know that they can contact me and I'll do my best to help them. On the other hand, marketplace customers don't even try to contact the creator, they simply spew rude and derogatory comments, assuming that the creator is just another arrogant person like everyone else. I recently had an interesting comment on my demo item that showed how impulsive people can be unfairly. I've sold a lot of PBR mirrors and I know how complex it can be for many people to set the graphics on the viewer for a good result. The person in the comment praised my instructions for set the viewer and said that she was about to leave a negative comment thinking that the problem was with the product, but after she followed the instructions everything worked correctly. If she hadn't read the information she would have blamed the item and it would have been another negative and unfair comment.
well thought out and spoken piece on customer service and business responsible practices. Its a shame there is not a clear cut service agreement all business conducted in sl must follow or they can lose their Lindens and account. cool to hear a Aussie language on Sl! Also i need that dress! its perfect summer all rounder :))
Thank you. The dress is from Cheezu and the colours are all so lovely. Though I'm 99% sure I have a similar one from another brand, it seems I didn't add it to my CTS Wardrobe-oops! Crikey, I'm not practicing what I preach… 😉
I would always refund a customer if they accidentally make a double purchase by accident or if a customer is not happy with a product and I can't fix the products to the customers standards. Though I do hope customers would try a demo first if demos are available. I think is really important to tend to unhappy customers as fast as possible too before things escalate. I also know that 1 star reviews often get reported and taken down because creators often ask others to report the unfair reviews.
Even in error, inventory items can become corrupted or disappear altogether. What will you do if an inventory item becomes no longer accessible due to corruption and the seller no longer is active in sl and no longer responds? What would you do if god forbid SL itself disappears altogether? This kind of scenerio already exists every time we purchase something digitally whether it be software or a digital movie, there's always the possibility of it becoming broken or unplayable and there's little or no recourse to get it back (just pointing out sl isnt the only playing field where this scenerio happens). And PS LL won't even usually intervene in conflicts regarding landlords and tenants. One could also point out that a tenant could prepay for months ahead of time on a parcel/sim, and the landlord could pull the plug on the sim/parcel at any moment without giving a refund for rental costs already paid. As a rl comparison, ever heard of the fact that HP inkjet printers can just refuse to print anymore even after you've paid for the printer, ink cartridges full, but your HP printer subscription lapses and your printer becomes bricked?
I mention in the video that any game/platform can disappear due to the nature of digital products. However, there's a huge difference between, for example, a corrupted or lost file-which can happen at any time-and someone deliberately deactivating a product out of spite without refunding the money.
@secondlifespectrum I'm not saying this scenario is OK, but I'm just also pointing out that linden labs fails to intervene when sl landlords take people's money after prematurely shutting down/revoking a parcel/sim that's been paid for as well...
There's actually a group on facebook that i'm in where creators ask people to report 1 star reviews that customers have left. A lot of the time these 1 star reviews tend to be quite unfair but I do think that for those customers that are unhappy with a product. Do try and reach out to the creator inworld first if there's a problem with a product rather than be so quick to leave a bad review. I had it before where i had 1 girl she left me a 1 star review on a tattoo set I did and she left the review 1 minute after purchasing and she pretty much lied and said none of the tattoos worked on Maitreya. Yet I was using Maitreya when modelling those tattoos and they did work and they were on those system tattoo layers. I'm pretty sure the girl who left the review had no idea how BOM works and she probably didn't have BOM enabled on her body. Sadly that girl never responded back to me when I tried reaching out to her despite it showing that she was online. So sometimes customers can be unfair but that being said if you are a creator and selling things on secondlife you just have to do your best and try to help out any unhappy customers when things go wrong.
When people are angry and things don't go their way, whether they're at fault or not, it's all too easy to leave a bad review out of spite. It's totally unfair, but unfortunately, it's a pretty common reaction.
I often find people get angry when something isn't working and want to blame the creator. They do not want to be told it was their own error, so they leave a bad review and then refuse to accept help in getting the item to work. This then makes the product look like it may be broken to other potential buyers, when in reality the negative review was just someone who didn't understand how to properly use the product.
LL wouldn't remove a negative review just because it's negative. They had to have done something that made the review break the rules in order to be removed. Of course that doesn't mean the product should be deactivated unless a refund was given. The whole story sounds sketchy to me.
I would report them for fraud
I've been creating on SL since 2007, but I'm also a consumer and I've been through this a few times myself. I think both sides of the consumer/creator coin are generalizing, assuming that the other side won't listen to you. There are both snobbish creators who ignore customers and rude buyers. But there can always be exceptions, we can't assume that everyone will be like this. All of my customers who buy my in-world items know that they can contact me and I'll do my best to help them. On the other hand, marketplace customers don't even try to contact the creator, they simply spew rude and derogatory comments, assuming that the creator is just another arrogant person like everyone else. I recently had an interesting comment on my demo item that showed how impulsive people can be unfairly. I've sold a lot of PBR mirrors and I know how complex it can be for many people to set the graphics on the viewer for a good result. The person in the comment praised my instructions for set the viewer and said that she was about to leave a negative comment thinking that the problem was with the product, but after she followed the instructions everything worked correctly. If she hadn't read the information she would have blamed the item and it would have been another negative and unfair comment.
well thought out and spoken piece on customer service and business responsible practices.
Its a shame there is not a clear cut service agreement all business conducted in sl must follow or they can lose their Lindens and account.
cool to hear a Aussie language on Sl!
Also i need that dress! its perfect summer all rounder :))
Thank you. The dress is from Cheezu and the colours are all so lovely. Though I'm 99% sure I have a similar one from another brand, it seems I didn't add it to my CTS Wardrobe-oops! Crikey, I'm not practicing what I preach… 😉
I would always refund a customer if they accidentally make a double purchase by accident or if a customer is not happy with a product and I can't fix the products to the customers standards. Though I do hope customers would try a demo first if demos are available. I think is really important to tend to unhappy customers as fast as possible too before things escalate. I also know that 1 star reviews often get reported and taken down because creators often ask others to report the unfair reviews.
Even in error, inventory items can become corrupted or disappear altogether. What will you do if an inventory item becomes no longer accessible due to corruption and the seller no longer is active in sl and no longer responds? What would you do if god forbid SL itself disappears altogether? This kind of scenerio already exists every time we purchase something digitally whether it be software or a digital movie, there's always the possibility of it becoming broken or unplayable and there's little or no recourse to get it back (just pointing out sl isnt the only playing field where this scenerio happens). And PS LL won't even usually intervene in conflicts regarding landlords and tenants. One could also point out that a tenant could prepay for months ahead of time on a parcel/sim, and the landlord could pull the plug on the sim/parcel at any moment without giving a refund for rental costs already paid. As a rl comparison, ever heard of the fact that HP inkjet printers can just refuse to print anymore even after you've paid for the printer, ink cartridges full, but your HP printer subscription lapses and your printer becomes bricked?
I mention in the video that any game/platform can disappear due to the nature of digital products. However, there's a huge difference between, for example, a corrupted or lost file-which can happen at any time-and someone deliberately deactivating a product out of spite without refunding the money.
@secondlifespectrum I'm not saying this scenario is OK, but I'm just also pointing out that linden labs fails to intervene when sl landlords take people's money after prematurely shutting down/revoking a parcel/sim that's been paid for as well...
You can get a review removed if enough people report it - so the creator may have asked a group of friends to report it for them.
Interesting issue. Buyer beware, a report should be submitted. Thank you.
There's actually a group on facebook that i'm in where creators ask people to report 1 star reviews that customers have left. A lot of the time these 1 star reviews tend to be quite unfair but I do think that for those customers that are unhappy with a product. Do try and reach out to the creator inworld first if there's a problem with a product rather than be so quick to leave a bad review. I had it before where i had 1 girl she left me a 1 star review on a tattoo set I did and she left the review 1 minute after purchasing and she pretty much lied and said none of the tattoos worked on Maitreya. Yet I was using Maitreya when modelling those tattoos and they did work and they were on those system tattoo layers. I'm pretty sure the girl who left the review had no idea how BOM works and she probably didn't have BOM enabled on her body. Sadly that girl never responded back to me when I tried reaching out to her despite it showing that she was online. So sometimes customers can be unfair but that being said if you are a creator and selling things on secondlife you just have to do your best and try to help out any unhappy customers when things go wrong.
When people are angry and things don't go their way, whether they're at fault or not, it's all too easy to leave a bad review out of spite. It's totally unfair, but unfortunately, it's a pretty common reaction.
I often find people get angry when something isn't working and want to blame the creator. They do not want to be told it was their own error, so they leave a bad review and then refuse to accept help in getting the item to work. This then makes the product look like it may be broken to other potential buyers, when in reality the negative review was just someone who didn't understand how to properly use the product.
whoa!
😮
LL wouldn't remove a negative review just because it's negative. They had to have done something that made the review break the rules in order to be removed. Of course that doesn't mean the product should be deactivated unless a refund was given. The whole story sounds sketchy to me.
Seems pretty trashing that they can do this and surprising that LL doesn't do anything about it.
Linden Lab will not get involved, which is pretty sad.
First ;)