Kimberly Warwillow asked:

I understand completely why stumps and food are no copy, so that isn't the issue or what I am asking to have changed. However, if I buy a food or a stump from and it poofs on rez, I should be able to file a ticket and have it replaced. That is standard practice with comparable items in other breedable companies, at least in my own personal experiences.

However, tonight in the support chat, someone was talking about the fact that food they bought and rezzed poofed and the response they got was to file a ticket with LL. This is the same response I got when my golden stump poofed that came with my pre-order. LL's response to these tickets is to go to the creator, explain what happened, and asked for another item.

My question is why MS isn't replacing items that go poof or get "eaten" or whatever term you want to use? If a nest or meeroo goes poof, it gets replaced. And, in the terms of my golden stump, its irreplaceable on my part, I *can't* go buy another one, its impossible.

ANSWER: Hi Kimberly, thanks for the question. We have a policy to ALWAYS replace content that has broken or disappeared to a platform technical issue. Whether it's the asset server eating a food dish or a Meeroo, or our scripts falsely identifying a Meeroo as a duplicate when it isn't, we always replace the content and always have. This has been a practice since the beginning and has never changed.

We do not replace content that is broken or deleted due to user error. For example;

"I purchased a food dish and declined it when it was delivered."

"I opened my starter trunk and extracted the contents to my inventory"

"I picked up my Meeroo and forgot him for a week, and he starved."

When the control is in the hands of the end user, they must assume some responsibility. But we will always honor our policy to return content lost due to circumstances beyond their control.

All we ask them to do is put in a Support Ticket with their transactions details for the lost content as proof of purchase.

Hope that helps clarify things!