Recently someone at Linden Lab made a little oopsie – ok, it was a BIG oopsie. As a result of this error, thousands of SexGen products (probably more like tens of thousands) were broken. It only affected scripted SexGen objects that were rezzed at the time, and then only ones purchased since February 2007 (I say ‘only’… did I mention tens of thousands of affected products? Yeah, I thought I did).
Needless to say, Stroker Serpentine and his manager, Andrea Faulkner, have been left with a customer service nightmare. Stroker has asked for help getting the word out about this problem, and what his customers need to do to get their broken products fixed. Lending a hand was the right thing to do – as a fellow content creator, I’d certainly wish for community help with something of this magnitude – so I’m quoting two important forum posts from both Stroker and Andrea below.
First, Stroker Serpentine’s post (which I originally found here if you want to read the discussion):
I am cross-posting this from other forums because I am lazy. I would appreciate any and all help (and/or feedback) in getting the word out. We have made notices to all our Support/Afilliate/Reseller Groups inworld. As well as multiple conference IM’s. Many have asked how this could have happened so here is the explaination. (Warning tl;dr)
Several weeks ago, I was called at home around midnight by my manager Andrea Faulkner. She had “that tone” in her voice that immediately let me know something was wrong. She asked if I was aware of any major grid malfunction or if I had *** off LL somehow. She told me to get my *** into SL so she could show me.
When I logged in I was bombarded by IM’s of “My SexGen doesn’t work” or “Menu not loading”. Andrea additionally cut/pasted similar IMs she was getting in email. I immediately knew what happened after this fiasco last year:
https://blogs.secondlife.com/community/features/blog/2008/06/17/responding-to-questions-about-the-dmca-process;jsessionid=A6BC61235E9524E09CC4A0D5D6E7A4D1
We had been blacklisted.
I rang up concierge and they were nice enough to expedite a ticket through to the DevTeam. The next morning Data Linden showed up and we isolated the specific script that had indeed been blacklisted.
He reversed the blacklist, but the damage had been done to anything rezzed in world.
It was a script we use to store the rotations and offsets in virtual memory. Of ALL the scripts it had to be THAT one. I was *** and wanted answers. I left a voicemail for Cyn Linden and Marty Linden (their attorney) and heard nothing back all day. I at least thought Marty would return my call as he knows Frank (my attorney) and would at least have contacted him. Nadda.
Finally, I emailed Philip. I have emailed him once in all these years. He responded within a couple of hours, and I voiced my discontent about the whole situation and he assured me that someone would be in contact. He apologized and seemed genuinely concerned.
The next day I get an email from Garry Linden whom said he had been apprised of the situation and wanted to help. He apologized profusely and we had a phone convo to discuss how best to stem the tide of IM’s we were receiving. Since this affected every item we had used the SexGen anim system in it apparently broke about 50 UUID’s and ten’s of thousands of items that were rezzed inworld at the time. There was no easy fix. We decided to just “deal with it” and provide personalized service instead of making some impersonal “Repair Kit” available on XStreet as Garry suggested.
(Commentary)
We have since been dealing with thousands of broken items built over 2-1/2 years. The IM’s don’t stop. I can’t tell you how hard it is to log in most days. I believe in my heart that our customers are the best on the grid. They have been understanding and supportive through all this mess. Plus, I have learned from experience that you live and die in SL based upon your reputation.
I suffered through all the comments over the years of “This is what you can expect from trying to build a business on pixels and spacebucks”. There’s a lot of truth in that I suppose, however, coming from a content business prior to SL, I also know it’s an honorable profession with many opportunities. Virtual property is a tangible commodity IMO.
What has really *** me off through this whole thing is that apparently ONE Linden had the authority to cause this damage. The script was blacklisted AFTER Linden Lab would have been closed. I am not particularly a “Conspiracy Theorist”, but this smacks of abuse and incompetence.
(End Commentary)
I would appreciate any help in getting out the word that we can fix this. It’s going to take time and patience on both ends. We’re still dealing with 100’s of IM’s at a time. Pixeleen (Alphaville Herald) did us a service by posting this story and the notecard:
http://foo.secondlifeherald.com/slh/2009/05/strokerz-second-life-sextoys-broken-repairs-underway.html
You can also get more info here (SLUniverse), if you are interested:
http://www.sluniverse.com/php/vb/general-sl-discussion/30099-ll-breaks-sexgen.html#post700813
Initially, I felt it was best to keep this quiet and just deal with the consequences individually. I was concerned for the damage it would do to our reputation. Now, I just want to get it over with.
If you would like to link to this post (XStreet) please let people know that we’re willing and able to make this right. We’re giving free upgrades and gifts to try and salvage our customer base. For the most part everyone has been understanding, but sometimes we lose an IM or return.
The best way to get your item repaired and take advantage of the free repair/gift is to send an IM to Andrea Faulkner detailing the names of the item(s). If you do not get a response from Andrea within a day..please IM me.
Sorry so long, but I feel it is important to keep residents informed of just how fragile and susceptible your business is to adverse actions by LL.
Thanks.
And Andrea’s post later in the same discussion, which importantly points out that you should neither send your broken items back, nor send her notecards because they will get lost. Simply contact her via Im in world for a simple fix-it package:
I’m sorry, but given that this debacle effected every SexGen item sold since February 2007 that was rezzed in world at the time, there are literally thousands of people who have been effected.
Often, these people don;t even realize that they were effected until they try to move their SexGen to a new location, or they touch it and the menu operates, but no balls ever appear.
I simply do not have the time or resources to have each person hand me their SexGen, or worse, try sending it to me when I’m offline, and repair it myself and send it back. I have a simple kit with instructions that I can send to you if you message me, and you yourself can fix your item in about 60 seconds.
See, I get all IMs, my e-mail catches them, but notecards and items offered DO get capped and FOREVER lost… so do NOT send me notecards or objects.
Just IM me, and I swear to you on the lives of the Jonas Brothers (die, die, die) that I WILL get back to you in a matter of hours with a sure fire cure. And yes, you will still get a free gift for the headache. And YES… if the fix I send you fails to work, I will most definately and assuredly fix your toy in person or give you a replacement. Not to worry, we stand behind all our products FOREVER. You are NEVER screwed if you buy from Strokerz Toyz.
*hugglez*
Andrea Faulkner
Manager and Lead Tech
Strokerz Toyz
Eros LLC
Best of luck to you, Stroker and crew.