SL International Business

Customer service, you love it, you hate it, and everything in between.

Sometimes you are the one receiving it, sometimes you are one giving it.
But never, ever, you can satisfy every single human being, like i got to witness today AGAIN.
All kinds of extortion, and threatening all over in the air.

So, it’s blog posting time, this is the actual conversation, directly from my blog, as it were, and as it happened.

Please, tell me, did i do something wrong? … Silence?
Yes, ok, i asked him not to buy any land anymore from me in the end, a single problem ending up in such a headache.

I did what anyone in my position would do, as land was bought from group:
- Answered immediately, within a minute from notecard coming from him
- Explained that there is nothing i can really do, this problem is not cause by me, and where this should be taken
- Explained in detail why i cannot do anything
- Showed factual presentation of why i cannot trace even thru bottomline

Here is his notecard:

“Hey Tyrian,

I just purchased a parcel of land from SL Investor’s Bank and it didn’t transfer. It’s a 256 located at Ranthambore 232,8 for L$2419. It deducted the money from my account, said I paid it and purchased the parcel, and it shows up in my transaction history, but the parcel is still in your name. Could you check your transaction history to verify receipt of the money and then transfer the parcel to me manually? Thank you. Here’s the relevent entry from my transaction history:

1 298064290 Date: 2007-05-05 06:30:23
Type: Land Sale
Desc: 256
Destination: SL Investor’s Bank
L$2,419″

And here comes the chat log.

Here comes the chat posting, a sore example of how the world is. There is always people who can’t get a long with
each other.

[6:37]  Tyrian Camilo: Hello
[6:37]  Client: oh hi.  I wasn’t sure you were on, and your profile said to drop a notecard.
[6:37]  Tyrian Camilo: Yes, actually my IMs aren’t anymore getting capped so i should remove that
[6:37]  Tyrian Camilo: Anyways
[6:37]  Tyrian Camilo: that land is set to group owned
[6:38]  Tyrian Camilo: thus there is no way to know where money is coming from
[6:38]  Tyrian Camilo: Thanks LL, groups does not have any kind of transaction histories etc.
[6:38]  Tyrian Camilo: Basicly, i have simply no way of making sure you paid for it
[6:38]  Tyrian Camilo: If EVEN the group dividend payments would be always at same time, and always for the last 24h amount, i would have a method of calculating it
[6:39]  Tyrian Camilo: But nope, they seem to come at random during 1.15-3:00AM PDT
[6:39]  Tyrian Camilo: and sometimes skips days, and doesn’t pay FOR WEEKS
[6:39]  Tyrian Camilo: I have even found out that sometimes some day’s dividends takes couple weeks to pay, or even upto a month
[6:39]  Client: ok, sooo … ?
[6:40]  Tyrian Camilo: I do not have any way of seeing that payment anywhere
[6:40]  Tyrian Camilo: Only on the bottom line
[6:40]  Client: so basically you’re telling me tough shit?
[6:40]  Tyrian Camilo: and as i don’t know from where it cuts each day’s dividends, i acnnot even use bottomline to calculate and see
[6:40]  Tyrian Camilo: basically yes This needs to be taken to LL
[6:41]  Tyrian Camilo: Only LL can verify that, but it can take weeks and weeks before they answer
[6:42]  Client: ok, well I’ll contact LL.  In the meantime I’ll lost that parcel because someone else will likely buy it.  ANd you’ll lose the income from the 2 to 3 parcels of land I buy from SL Investor’s Bank a day.  Later.
[6:42]  Tyrian Camilo: Hey
[6:42]  Tyrian Camilo: this isn’t my cause
[6:42]  Tyrian Camilo: Don’t get angry to me when LL screws up
[6:43]  Tyrian Camilo: Besides: i checked my backlog -> you have never bought a parcel from SLIB
[6:43]  Client: True, but you’re using LL as a handy shield to allow you to do absolutely nothing to help the situation.  Poor customer service.  Oh, and how can you check a backlog when LL doesn’t say where the money comes from?  If you like, I’ll send you landmarks for the two parcels I bought from you yesterday.
[6:44]  Tyrian Camilo: I have my own means to track land sales
[6:44]  Tyrian Camilo: it informs me when land is sold
[6:44]  Tyrian Camilo: Sure please send
[6:44]  Client: Hang on and I’ll send you the Landmarks.
[6:44]  Tyrian Camilo: Because, if report hasn’t arrived, i got an angry mail towards LL then
[6:44]  Tyrian Camilo: i just checked
[6:44]  Tyrian Camilo: land sales for today
[6:45]  Tyrian Camilo: and my tracking actually shows ~20k L$ more than what group Land & L$ balance shows
[6:45]  Client: AND there are two things you could have offered to do.  1) you could have offered to contact LL too about this, and 2) you could have offered to take the land off sale until this is resolved.  You did neither.
[6:45]  Tyrian Camilo: You are jumping the gun here
[6:46]  Tyrian Camilo: Creating two tickets about this is going to just slow down the process, it’s you or me who should e-mail about it
[6:47]  Client: I’m not going to create a ticket.  Those never get resolved.  With problems like this I contact Guy directly and they get taken care of within 24 hours usually
[6:47]  Tyrian Camilo: and 2) You do know that i really can’t do that, it might be 256sqm, but margin with it is so low, that waiting for LL to respond would make it so that the parcel has generated a loss due to tier payments
[6:48]  Tyrian Camilo: Well, in that case this thing is going to get resolved, you should be happy about that
[6:48]  Tyrian Camilo: Most people don’t have the luxury to contact someone from LL directly
[6:50]  Tyrian Camilo: I try to avoid every contact with LL due to the simple fact that if i get an answer, it’s likely A) pointing me to ask from elsewhere B) Calling names, they getting angry and other bullshit
[6:51]  Tyrian Camilo: Imho quite funny to get support like that when you pay them hundreds of dollars per month
[6:54]  Client: ok, I purchased two parcels from you yesterday, both 400s, one for 3849 and one for 3790.  Give me a few minutes and I’ll get landmarks for you.  I own land in around 850 sims, so it takes me a little time to sort out the new pieces.
[6:54]  Tyrian Camilo: Ok, i guess you bought them with different accounts
[6:54]  Tyrian Camilo: *different account
[6:54]  Tyrian Camilo: aah Gar & Jinx
[6:54]  Client: no, they were both purchased by Client from your bank group
[6:55]  Client: yes those were the ones
[6:55]  Tyrian Camilo: aah, you’ve bought to a group, no wonder it didn’t show
[6:55]  Tyrian Camilo: haven’t bothered to code so that it shows group name or who was around there when sold
[6:56]  Client: well I WAS a pretty active customer of yours.  But don’t worry, I’ll get my money back from LL and let someone else have that parcel.
[6:57]  Tyrian Camilo: my tool currently only reports av names, not group names
[6:58]  Tyrian Camilo: You can naturally put my name down on it, and e-mail address skaltura@gmail.com, it might create action, or it might not
[6:58]  Tyrian Camilo: but like i said, i don’t generally get “good support”, they get solved yes, but sometimes i need to wait really long etc. and live help is total bullshit for me always
[6:59]  Client: one thing we do know for sure is that I won’t be purchasing from you any longer.  But I guess you’re so big that the measly 5 to 10k I paid to you per day is nothing.  Oh well.
[6:59]  Tyrian Camilo: That’s untrue
[7:00]  Tyrian Camilo: 5-10k is a chunk
[7:00]  Tyrian Camilo: especially now when land sales are really low (thanks LL X) )
[7:00]  Tyrian Camilo: But then again, i did tell you the problems with group owned land
[7:00]  Tyrian Camilo: and you should know it yourself also as you buy to a group
[7:02]  Tyrian Camilo: you do also realize that there is no thing i can do
[7:03]  Tyrian Camilo: Also, for what purposes have you been buying that land?
[7:03]  Client: no, there is no thing you WANT to do.  There’s a difference.  If you hope to survive in business, either in SL or in RL, you’re going to need to learn basic customer service skills, Tyrian, particularly to those customers who paid you a sizeable chunk of change per day.  Hiding behind LL isn’t customer service.
[7:04]  Tyrian Camilo: Dude
[7:04]  Tyrian Camilo: I’ve been on customer service for years
[7:04]  Client: It doesn’t show.
[7:04]  Client: But like I said, customer satisfaction will come from NOT giving you any more of my money.  Good bye
[7:04]  Tyrian Camilo: What can i do? Tell me that first
[7:44]  Client: (Saved Sat May 05 15:15:43 2007) Ideally, you could trust me on this since I’ve shown that I’m a steady and not altogether “small change” customer of yours and you could transfer the parcel to me.  Failing that, you could take the parcel off sale until LL gets this straightened out and contact them in support of my case.  But since my continued business is of no importance to you, I’ll take my money elsewhere.
[7:44]  Client: (Saved Sat May 05 15:25:27 2007) I will also be advising my many friends, clients, and contacts in the land and SL business world not to do business with you.
[7:46]  Tyrian Camilo: I am back now, client crashed and something RL stuff
[7:47]  Tyrian Camilo: That’s extortion
[7:47]  Tyrian Camilo: i will make an blog posting of our full conversation. Have ha good day.
[9:49]  Client: Extortion to warn my friends about someone who refuses to help a customer who pays him at least 50k a week?  Hardly.  But it is theft to take money from someone and not provide the goods or service.
[9:50]  Tyrian Camilo: Seems to me that you are one of those who will just keep someone else responsible, no matter is it in their control or not.
[9:50]  Tyrian Camilo: End of conversation
[9:52]  Client: You are a businessman, yet you hide when asked to provide customer service.  I asked you to at least take the parcel off sale until we could get this straightened out.  You whined about tier.  Tier on a 256 is next to nothing, especially compared to the over 50K per week you’ll lose from me alone.  Remember the business maxim: A satisfied customer usually tells one or two people, but a dissatisfied customer will tell at least five times that many.
[9:53]  Tyrian Camilo: A) I didn’t hide B) I do business, not socializing, or listen to BS
[9:53]  Tyrian Camilo: You did not ask taking it off from sale
[9:53]  Client: Look back
[9:53]  Client: I asked twice
[9:53]  Client: you whined about tier
[9:53]  Tyrian Camilo: You said “i could have done that”, yet, i have 0 proof you actually paid for it (in which case i would transfer it to you), and you know as well as i do, that i cannot keep even a small aprcel out of sale for weeks
[9:54]  Tyrian Camilo: Dissatisfied customer takes away 7 customers, while a satisfied brings in 4
[9:54]  Tyrian Camilo: I do know a great deal about customer service, and as you do not have anything sane to say, please do not say anything.
[9:54]  Tyrian Camilo: I’m not going to argue about business ethics, and customer service.
[9:55]  Tyrian Camilo: And please, do not buy any land from me anymore neither, ever.
[9:55]  Tyrian Camilo: I do not want your business.
[9:55]  Client: yes, calling a customer who pays you over 50k a week insane is definitely showing you know a lot about customer service
[9:55]  Tyrian Camilo: and i do not know do you pay over a 50k L$ per week.
[9:55]  Tyrian Camilo: Try to finally understand that. You buy to a group apparently, i do not get group names of buyers.
[9:55]  Client: I paid you almost 8k yesterday, and that was typical
[9:56]  Tyrian Camilo: You get the same level of service as anyone else.
[9:56]  Client: 8 x7 = 56
[9:56]  Client: I had already paid you 2.5k by first thing today
[9:57]  Tyrian Camilo: As i said, i do not have means to verify that, i need verifial from LL.
[9:57]  Client: but fine.  I’ll take my business elsewhere, and I’ll spread this story far and wide
[9:57]  Tyrian Camilo: Did you e-mail / contact anyone at LL? I thought you were going to.
[9:57]  Client: do my best to warn people about you
[9:57]  Tyrian Camilo: I will do exactly the same, and post this as full on SLIB blog.
[9:58]  Client: please do.  It will help show your unwillingness to provide even a baseline of customer service.  You’re unwilling to do anything.  Good day
[9:58]  Tyrian Camilo: I’m willing to do, but there’s nothing else i can do than cotnact LL. Now did you contact them, or do i contact them?
[10:00]  Client: I filed a report on it and IMed Guy personally.  It will hardly take weeks to resolve.  But in the meantime you’ll likely sell my parcel to someone else because you’re unwilling to help a steady customer.
[10:03]  Tyrian Camilo: actually i got a report already that it is sold
[10:03]  Tyrian Camilo: When verifying of the transaction comes, i will be happy to refund you.
[10:04]  Client: Your poor customer service skills have lost you my 50k+ a week, and likely far more than that by the time I finish warning people.  We’ll let LL and GUy handle it.
[10:05]  Tyrian Camilo: You complain on my poor customer service skills, time and time again. Is this going to help solve the problem?
[10:05]  Tyrian Camilo: Like i said
[10:05]  Tyrian Camilo: I cannot do anything unless LL verifies
[10:05]  Tyrian Camilo: like i told you initially, and as you know as you use groups yourself, there is no way for me to personally see money movement for the group.