Can someone tell me if there has been some magic remedy that is available to creators for this? A customer purchased a decorated bundle for me and stated that it is empty for her when she loads the room. This has been something that occasionally occurs for YEARS and I know I am not the only creator who has been told this by customers. I however, know the issue is not with the bundles themselves since It's usually one person out of multiple who purchased the bundle, that's having the issue. Now in this particular instance the customer first contacted IMVU and said she was back on forth with them for several days until finally one of those agents told her to contact me (the creator or the bundle) for assistance. Now, I am no genius but I'm guessing there's something very wrong when the people who have access to systems/ tools that are most likely designed to assist users with the technical issues they are having on the site are gonna send that user to ANOTHER regular imvu user for such assistance. What exactly am I suppose to do to fix this?.... To make matters worse I requested that they just refund her and take the products back away from her since she can't get what she paid for. They did the refund and are telling me that they (IMVU) is unable to remove products from someone's inventory -.- seriously ............. WHAT???? and seriously what am I suppose to do about this? This is not the first time customers have been told to contact the creator for this issue.
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Communityposted
3 months ago
Admin
Posted by “RiverDesigns” on March 20, 2022.
[Archived]
That would be great! I'll recommend these options to her tysm.
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C
Communityposted
3 months ago
Admin
Posted by “LestatDeLioncourt” on March 20, 2022.
[Archived]
If she can visit the other room a few times and get the cache loaded in her IMVU client, it may finally load for her. This is what the old IMVU Cache is for... It helps load things faster if you already have it there. Also, I bet it would work better for her in the New Desktop... IDK
Again, sorry about all of this :/
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C
Communityposted
3 months ago
Admin
Posted by “RiverDesigns” on March 20, 2022.
[Archived]
lol ramblings or not it's a very good idea. I'm sure there are a lot of people who haven't realized that bundles can only be tried from shop within the client. You might be right too about her not trying it, I didn't think to ask but she did mentioned to me that she came across the bundle in one of her sister's public rooms so it's quite possible that she didn't look at it at all in shop except to make the purchase. I will find out; this is all really good knowledge to have for future reports and I will advise her on trying products in shop before buying them. "Try before you buy" use to be a mantra for shopping on here lol but it's not emphasized as much anymore. I for one need to go back to giving it a prominent spot on my product pages.... the bundle pages at least. Thank you so much Lestat.
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C
Communityposted
3 months ago
Admin
Posted by “LestatDeLioncourt” on March 19, 2022.
[Archived]
Yes, you are most welcome. Sorry for the both of you, this happened. My heart goes out to this and especially since the customer loves the room, so much!
I would wonder if your customer can still "Try" this same room with the Try It button in the Client. The try it button will not work correctly from the HTML page :/ I wish that was fixed as it is a known issue.
If they can try it from searching within the Client and Trying it there, the room should work as My Room, Public Room, etc. after they purchase it... I bet this customer cannot load it within the Catalog Search of the Client.
Beyond all of this, it does seem to me the customer has *some* responsibility to *Try* a product before they Buy it. Maybe some people don't know how to Test Decorated Rooms. Maybe the HTML Page should not attempt to load the Try It in the Client. Maybe if when a customer wants to Try It from the HTML Page, a notification should come up stating it must be tried by searching and finding within the Client, only.
Ramblings of a old vampire... LOL
0 Votes
C
Communityposted
3 months ago
Admin
Posted by “RiverDesigns” on March 19, 2022.
[Archived]
@LestatDeLioncourt Thank you for your reply. Yes it does help both in bringing me some peace of mind as well as really good suggestions from your experiences (adding a sort of disclaimer to the product pages for one) Also the customer loves the bundle so much I was honestly considering submitting a new version of the room itself and decorating it just so she could try the purchase again. - I have no idea if it would work this time of course - but from your experience with the heavy room it's possible that me attempting this would be futile, as the KBs are quite high on this bundle, higher than any I've ever done before. I make decorated multi-room homes so they are usually quite heavy and now with some customers on the newer IMVU platforms where decorating is either extremely challenging or just impossible customers have been expressing a need for even more comprehensive setups as far as furnishing goes. This room was my first attempt at trying to achieve that..... Oh well..... She has her credit back at least and she has been quite understanding overall so I will explain to her as best as I can why. Thank you again for your answer, you've been very helpful as always.
0 Votes
C
Communityposted
3 months ago
Admin
Posted by “LestatDeLioncourt” on March 19, 2022.
[Archived]
Hi @RiverDesigns It is terrible when things like this happen. It is hard on the customer and the Creator, both. This is all very understandable. I am so sorry you and your customer had this happen. I *do* feel your pain :/ from my own experiences...
Yes, the "normal" path for support is the purchaser of a product would first discuss the issue with the Creator. This is because the Creator of the product is most familiar and can either fix it or follow the normal support paths. If the Creator is not the Mesher, they could discuss it with them. Some issues may not be apparent to any meshers and good to let them know.
Some issues (even now) involved furniture nodes and newer releases of the Clients. Sometimes an update can cause issue with some mesh and in some cases the mesher should get involved. Most Creators know how to contact support and the correct information to give them. This is the normal path of support for products.
When things like this happen, it should be reported to Staff with as much detail as possible (transaction#, PID#s, etc. etc.). Many times after an exchange of information with Staff they will have someone review the issue who is most informed in that area. When a bug *is* found, it is reported by Staff to the correct department for a solution.
This doesn't mean it will be fixed for that customer nor will it mean the issue will be globally fixed in a short time. Some issues can be easily remedied some are more complicated. Reporting to Staff is the most important part for future fixes and others so it doesn't happen again.
I am so sorry you and your customer had this happen.
A similar issue happened to me some years ago. It was with a very "Kb Heavy", Decorated room Bundle. Some customers could load it properly and some could not. I found only the ones with robust Internet could use the bundle. Some who bought it and used it, had visitors crash all the time. The visitors couldn't load the room as it was too heavy :(
I tried modifying the HTML Page with a Warning to Test the decorated room first in the Classic Shop but still people bought it from the catalog without testing it :/ The bundle I made is no longer available. I just hid my decorated room bundle and chalked it up to experience. I may unhide it when the Classic Chat Client has been "sunsetted". It seems some heavier items load better in the new Desktop than they do in Classic.
Anyway, I decided to refund the one customer, myself. Each individual Creator should make their own choice on this. I told my customer to keep the product or simply hide it. This was good from my reputation and made the customer feel better with minimal stress on them.
I brought the issue to IMVU Staff and explained what happened leaving my customer out of the issue and feeling better. I told Staff it may be a good idea to force people to Try bundles before they buy. This would prevent the whole situation. These are hard choices to make and each are personal, to each Creator. In this manner, I believe it is better to minimize the stress for my customer.
For now, I do not make any Room (Bundle, Public or Personal) over 10,000Kb (total Kbs with furniture) as many / most people cannot handle it :/
Again, I feel badly that you and your customer had this happen.
I am only sharing experiences and information.
I hope something here helps someone...
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Posted by “RiverDesigns” on March 19, 2022.
[Archived]Can someone tell me if there has been some magic remedy that is available to creators for this? A customer purchased a decorated bundle for me and stated that it is empty for her when she loads the room. This has been something that occasionally occurs for YEARS and I know I am not the only creator who has been told this by customers. I however, know the issue is not with the bundles themselves since It's usually one person out of multiple who purchased the bundle, that's having the issue. Now in this particular instance the customer first contacted IMVU and said she was back on forth with them for several days until finally one of those agents told her to contact me (the creator or the bundle) for assistance. Now, I am no genius but I'm guessing there's something very wrong when the people who have access to systems/ tools that are most likely designed to assist users with the technical issues they are having on the site are gonna send that user to ANOTHER regular imvu user for such assistance. What exactly am I suppose to do to fix this?.... To make matters worse I requested that they just refund her and take the products back away from her since she can't get what she paid for. They did the refund and are telling me that they (IMVU) is unable to remove products from someone's inventory -.- seriously ............. WHAT???? and seriously what am I suppose to do about this? This is not the first time customers have been told to contact the creator for this issue.
0 Votes
6 Comments
Community posted 3 months ago Admin
Posted by “RiverDesigns” on March 20, 2022.
[Archived]That would be great! I'll recommend these options to her tysm.
0 Votes
Community posted 3 months ago Admin
Posted by “LestatDeLioncourt” on March 20, 2022.
[Archived]If she can visit the other room a few times and get the cache loaded in her IMVU client, it may finally load for her. This is what the old IMVU Cache is for... It helps load things faster if you already have it there. Also, I bet it would work better for her in the New Desktop... IDK
Again, sorry about all of this :/
0 Votes
Community posted 3 months ago Admin
Posted by “RiverDesigns” on March 20, 2022.
[Archived]lol ramblings or not it's a very good idea. I'm sure there are a lot of people who haven't realized that bundles can only be tried from shop within the client. You might be right too about her not trying it, I didn't think to ask but she did mentioned to me that she came across the bundle in one of her sister's public rooms so it's quite possible that she didn't look at it at all in shop except to make the purchase. I will find out; this is all really good knowledge to have for future reports and I will advise her on trying products in shop before buying them. "Try before you buy" use to be a mantra for shopping on here lol but it's not emphasized as much anymore. I for one need to go back to giving it a prominent spot on my product pages.... the bundle pages at least. Thank you so much Lestat.
0 Votes
Community posted 3 months ago Admin
Posted by “LestatDeLioncourt” on March 19, 2022.
[Archived]Yes, you are most welcome. Sorry for the both of you, this happened. My heart goes out to this and especially since the customer loves the room, so much!
I would wonder if your customer can still "Try" this same room with the Try It button in the Client. The try it button will not work correctly from the HTML page :/ I wish that was fixed as it is a known issue.
If they can try it from searching within the Client and Trying it there, the room should work as My Room, Public Room, etc. after they purchase it... I bet this customer cannot load it within the Catalog Search of the Client.
Beyond all of this, it does seem to me the customer has *some* responsibility to *Try* a product before they Buy it. Maybe some people don't know how to Test Decorated Rooms. Maybe the HTML Page should not attempt to load the Try It in the Client. Maybe if when a customer wants to Try It from the HTML Page, a notification should come up stating it must be tried by searching and finding within the Client, only.
Ramblings of a old vampire... LOL
0 Votes
Community posted 3 months ago Admin
Posted by “RiverDesigns” on March 19, 2022.
[Archived]@LestatDeLioncourt Thank you for your reply. Yes it does help both in bringing me some peace of mind as well as really good suggestions from your experiences (adding a sort of disclaimer to the product pages for one) Also the customer loves the bundle so much I was honestly considering submitting a new version of the room itself and decorating it just so she could try the purchase again. - I have no idea if it would work this time of course - but from your experience with the heavy room it's possible that me attempting this would be futile, as the KBs are quite high on this bundle, higher than any I've ever done before. I make decorated multi-room homes so they are usually quite heavy and now with some customers on the newer IMVU platforms where decorating is either extremely challenging or just impossible customers have been expressing a need for even more comprehensive setups as far as furnishing goes. This room was my first attempt at trying to achieve that..... Oh well..... She has her credit back at least and she has been quite understanding overall so I will explain to her as best as I can why. Thank you again for your answer, you've been very helpful as always.
0 Votes
Community posted 3 months ago Admin
Posted by “LestatDeLioncourt” on March 19, 2022.
[Archived]Hi @RiverDesigns It is terrible when things like this happen. It is hard on the customer and the Creator, both. This is all very understandable. I am so sorry you and your customer had this happen. I *do* feel your pain :/ from my own experiences...
Yes, the "normal" path for support is the purchaser of a product would first discuss the issue with the Creator. This is because the Creator of the product is most familiar and can either fix it or follow the normal support paths. If the Creator is not the Mesher, they could discuss it with them. Some issues may not be apparent to any meshers and good to let them know.
Some issues (even now) involved furniture nodes and newer releases of the Clients. Sometimes an update can cause issue with some mesh and in some cases the mesher should get involved. Most Creators know how to contact support and the correct information to give them. This is the normal path of support for products.
When things like this happen, it should be reported to Staff with as much detail as possible (transaction#, PID#s, etc. etc.). Many times after an exchange of information with Staff they will have someone review the issue who is most informed in that area. When a bug *is* found, it is reported by Staff to the correct department for a solution.
This doesn't mean it will be fixed for that customer nor will it mean the issue will be globally fixed in a short time. Some issues can be easily remedied some are more complicated. Reporting to Staff is the most important part for future fixes and others so it doesn't happen again.
I am so sorry you and your customer had this happen.
A similar issue happened to me some years ago. It was with a very "Kb Heavy", Decorated room Bundle. Some customers could load it properly and some could not. I found only the ones with robust Internet could use the bundle. Some who bought it and used it, had visitors crash all the time. The visitors couldn't load the room as it was too heavy :(
I tried modifying the HTML Page with a Warning to Test the decorated room first in the Classic Shop but still people bought it from the catalog without testing it :/ The bundle I made is no longer available. I just hid my decorated room bundle and chalked it up to experience. I may unhide it when the Classic Chat Client has been "sunsetted". It seems some heavier items load better in the new Desktop than they do in Classic.
Anyway, I decided to refund the one customer, myself. Each individual Creator should make their own choice on this. I told my customer to keep the product or simply hide it. This was good from my reputation and made the customer feel better with minimal stress on them.
I brought the issue to IMVU Staff and explained what happened leaving my customer out of the issue and feeling better. I told Staff it may be a good idea to force people to Try bundles before they buy. This would prevent the whole situation. These are hard choices to make and each are personal, to each Creator. In this manner, I believe it is better to minimize the stress for my customer.
For now, I do not make any Room (Bundle, Public or Personal) over 10,000Kb (total Kbs with furniture) as many / most people cannot handle it :/
Again, I feel badly that you and your customer had this happen.
I am only sharing experiences and information.
I hope something here helps someone...
0 Votes