Regarding the openspaces mess you have got yourself into.James and I were discussing this issue and disagreeing since James looks at things purely from a business owners perspective whereas I tend to look at how your decisions have affected the people. There was no argument purely a theoretical discussion and to be honest he had certain points but none which excuse the way you have treated your customers.
So you underestimated the demand for openspaces, you underestimated the usage and you continued to sell the product even after problems started to materialise and after the realisation that something had to be done.
The problem then was how to deal with it and no matter what solution you manage to come up with the Residents would be the ones to pay for it.
The point is not that you had to fix the problem but the way you, as a company, think you can treat your loyal customers. If, after the realisation that there was a huge problem that would have to fixed, you had come to us 1, you would have had all the feedback you got after your terrible announcement and 2, you would have kept the faith and trust that you have now lost to a huge degree, instead of which you have ended up making most people think of 'bait and switch'
If you had admitted you had messed up and apologised many would not have dumped their islands and Secondlife, the way you have condescended and patronised your customers is the reason Secondlife is dying and people are looking for alternatives.
Most can swallow price rises, and to a degree expect it from any service, but because of the appalling way this has been handled you have lost something very precious - TRUST.
Losing trust may not mean a lot to a company in the short term but in the long time you have damaged your reputation which was already in decline, as far as Residents were concerned, due to lack of communication and the impression that Residents do not matter to Linden Lab.
You have said you want discussion and are working on better communication yet even on this you do not take it seriously, I have been following the FORUM discussion - 4 replies in 88 pages is not a discussion and none from you yourself. Yet you expect people to take the forum seriously as a way to communicate - is this yet another smokescreen? Just a way to allow us to let off steam? It certainly isn't for discussion because that implies two way communication.
Please stop insulting your customers we are not 'passionate' but smart enough to see through your pretty words we do not need to be talked to like children we need honesty and transparency.
Making people feel like they are second rate is not a smart move - you should take your 'cap in hand' and apologise although its probably too late for many.
You have messed up and if I were in your position I would fire my PR advisers and start working very hard on trying to earn the trust back you have lost, if that is even possible now.
Many may have been smoke screened by the apparent changes and on the whole the end package you have decided on is not much different from the original except maybe slightly fairer to educators and sailing communities (if the script allowance doesn't kill those off too) but in time most will see through the smokescreen and feel even more duped.
I urge you to act now before any more damage is done to Linden Labs reputation.
You owe your residents an apology and in your last letter that is what most people were looking for once they realised not a lot had changed.
Dana Vanmoer
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