It’s been a few months since I last wrote, and much has happened since then. In a nutshell, I have almost completely disengaged from Second Life.
Why? The simple fact is that Linden Lab (SL’s owner) has a few wonderful and helpful people working for them, but as a whole the company is a mess:
- Unstable system: LL can’t maintain even basic system stability. Total service outages are common, clients and servers crash frequently, resident-to-resident transactions (like delivery of a purchased item) fail to go through, and inventory items that cost real money simply disappear into thin air.
- Bad development priorities: Instead of focusing on improving system stability, LL introduces new features which are mostly cosmetic. Rather than providing a good experience for users, these enhancements seem primarily designed to get media attention.
- Poor quality of work: Most fixes and upgrades are themselves buggy, and further degrade system stability.
- Better work done by volunteers: A single person (Nicholaz Beresford) doing volunteer work does a better job patching the open source client than all of LL with dozens of programmers and millions of dollars. This means something is seriously wrong with LL’s approach to software development.
- Not enforcing TOS: LL doesn’t usually enforce their own terms of service, meaning various assholes are free to harass, libel, and steal from other users.
- Failed account creations: Account creation fails frequently, permanently blocking the chosen name.
- Billing problems: Basic billing activities fail frequently, putting a resident’s land risk because LL can’t figure out how to accept a payment.
- Poor customer service: Support services are inconsistent. The Support web portal and phone lines often go down for several hours at a time. The Support portal is designed specifically to hide “live” help links, instead directing users to file support tickets that normally don’t get a response for several days or even weeks (and often get no response at all). Worst of all, it is obvious that the Support staff is not well trained or informed about recent policy or system changes; different staffers provide different answers, many of which are incomplete or just plain wrong.
- Broken web site: LL can’t even keep their web site in working order. Various problems have popped up that stall page loads and return “503 service unavailable” errors. This has happened multiple times in the past year, each time lasting for a week or more.
- Abandoned forums: LL won’t maintain their own forums. They refuse to provide proper moderation, and they closed down many useful sections as a result. They don’t participate in or even read the forums because seeing what residents say about them “makes them sad”. They disabled simple post formatting (like bold, italic, bullet lists, and hyperlinks) due to a security flaw in their old software, and eight months later still haven’t updated the software (which is free).
I started Second Life during an exponential population boom, which meant LL as a company had to grow quickly too. I know how difficult it can be to maintain good operations during rapid growth, so I gave LL the benefit of the doubt. I honestly believed that they would eventually get their act together.
But the population growth stopped. The size of the user base and the hours logged on to the system have been fairly stagnant for 6-7 months now. That is more than enough time for LL to catch up, and to be prepared to provide adequate service to its users now. But while some things have improved a little, overall things are still bad.
What does all this mean to me? It means that I don’t want to rely on a company that has proven themselves to be unreliable. I don’t want to stay invested financially and emotionally in a system that I know will let me down. And I sure as hell don’t want to continue rewarding an incompetent and uncaring company with hundreds of dollars a month in business.
So I made the decision: sell up, cash out, and don’t give another penny to Linden Lab.
It’s something easier said than done. The SL world has a sense of reality to it, and for someone like me it is very easy to become emotionally attached to parts of it. I loved my home in Gyeongju, a rare beauty of a mainland region with nice natural features and no adfarms or ugly builds. But owning part of it means paying LL for the privilege, so I had to give it up. I kept a last little 512 for a while since my premium was paid for the year, but I decided it was holding me back so I dumped it too.
I am now completely landless. I have downgraded my accounts to the free basic membership and cashed out all funds except for about $20. I set new home locations for me and my alts at various infohubs around the grid and bookmarked all the best sandboxes so I can look at my stuff and do a little building. I’ve also started experimenting with some of the new open source SL-type grids… they are definitely rudimentary, but it’s exciting to see how quickly they are moving forward.
I don’t plan to leave Second Life completely, but it will definitely be a much smaller part of my life from now on. I’m a little sad because I had such great hopes and plans, but at the same time I’m relieved to not be completely dependent on Linden Lab anymore. And I’m definitely glad to have more time to devote to real life, something I’m sure my family will be happy to hear!