What happens to people who forgot their code word?

Jeska turning off phone support when you announce a hack into your database and reset everyone's passwords is seriously irresponsible of Linden Labs and the height of unprofessionalism. Linden Labs has had two days to prepare for this. Your Help Desk should have been prepared for the swarm, prepared to work late, and devs and other support staff should be on the phones helping.

If Linden Labs wants to be taken seriously and not regarded as some fly by night game company with a good idea that stays around for five years and then goes belly up, this kind of monkey circus should be avoided. Everyone gets hacked -- it happens. I don't fault you there. But the lack of customer support when you've had 48 hours to prepare really stinks of a bunch of kids running a sloppy show.

This has passed beyond incompetence into the realm of just rank irresponsibility. Its no way to run a company.

You knew about this for two days?

You take away everybody's password on Friday, then announce you won't be available to clear up the mess till MONDAY?????

As I said, I REMEMBER what my security question answer was. It was a simple, common. Apparently the Linden who changed it for me misspelled it. I only got three chances at it, and believe me, I used them wisely.

Really, I don't see how you can just do this, then go home for the weekend.

coco

P.S. As it is, it's going to cost ME money, to call YOU (and not at weekend rates), to fix something LL did!

P.S. And where's my rebate for the close to three days I'm going to lose?

Does anyone at LL have *any* idea how to do customer service? Because coming down into the forums you're closing to dispense this isn't going to do anything except piss us off.

qft.

Hi, if anyone's having trouble with their security answer, there's hope! I messed mine up and got the 'too many attempts' message. So I went back and started the process over a second time, recieved a second automated email reply from Linden Labs and I eventually got the right answer. Just keep trying. In my case the right answer had been mis-spelt!

On the bright side, this will cull alot of accounts with fake email addresses.

Let me ask a question; the American friends are hopping to solve this Monday (if they are lucky) with a phone call; what about the lots of international users they have with this situation?

I manage a sizable phone support center. If a number of our customers suddenly lost service and yet we didn't plan to staff up over the weekend, we would be tarred and feathered by our CEO, the local press, and the state regulatory board.

It fits with closing the forums though. Listening to the voice of your customers is too much trouble.

Amber, IM me tonight please?

I dunno, I guess we're screwed. I suppose my account and ~150USD that I hadn't transferred to paypal is lost. Last time I tried calling some customer service about account issues was with Ultima Online and I ended up with 50$ in phone bills and no account.

Don't decide you are screwed. I have faith that LL will spend time to get everyone matched up with their right accounts.

Here's another thing: It's going to take them a while to get the security details figured out on how they are going to figure out we are really who we say we are.

There are so many people going to need to do this that they are going to have to look carefully at the procedures they use.

coco

Well, we can use the support line too. On monday. *sigh*

I don't know if this will help anyone else out there, but I spoke with someone at the help desk at Linden. The security question answer that you provide is case sensitive, i.e. f you used lowercase, it will only accept your answer in lowercase. Also, if you put in an extra space at the end of your security answer it will recognize that.

I have tried various spellings, both upper and lower case, for the answer to my security question and have gotten nowhere. I tried explaining my situation to the support person at Linden and they said that they won't be able to do anything about it until Monday (which I don't understand why.)

I am not looking for an explanation anymore just access to my account. I have written down my password and I have access to the email address I used to start my account but I no longer have access to my account. This is silly.

GIVE US BACK OUR OLD PASSWORDS!!! Those worried about who can gain access to the account can change it when we can get online!!

I don’t see the need of the annoying “security question”; in theory only the original subscriber has access to the email that he registered. So why not to send the new password directly in the mail? (Actually is the way it’s done in other places in similar situations).

This will save a lot of trouble for both, for them and us.

A lot of my friends from Japan are suffering from the same problem. Most of them didn't fully understand the questions when they were signing up... So they picked a question randomly and filled in something without a second thought.

Yeah it's their fault and not LL's. We should quit whining. OK. But if LL so wishes to boast about the increase of international users, they may want to actually care about them.

Many of them are giving up and talking about quitting because of the language barrier. I don't want to lose friends over such accident. I beg you LL, please do something about us. I'll be your interpretor if needed.

*goes off to whine some more*

I hope your friends' English to be good and fluid and to have some cash to afford a phone call to US this Monday if they want to solve this

I know, other sites don't do it. I've always figured it was just an extra step to provide a tad bit more security.

coco

I have to giggle a little at the LL apologists I'm seeing, in spite of it all. I have to. I mean, you can tell these people never worked in any kind of customer service positions!

First they have known this for 2 days, give no notice, reset passwords and make us do the hard work (and luckily for some we remember everything to get back into the game), but no CS is gonna be available on Monday. Thought to this, Who's working on a day that tragedy hit 5 years ago? From what I hear with my own family, everyones taking the day off for rememberance, I bet we'll get some sort of excuse for that as well.

And on top of that, anyone who has reset their passwords and tried to get into game (at least in my case) crash after 20 seconds of logging in! I don't recall reading anything about not being able to stay logged in so how about that being added into the works as well?

I knew I should have stayed in bed today XD

Wow, I'd encode that into my brain if I had that much in it. Not trying to say tough luck he shouldn't have forgoten but..wow

Indeed the having been hacked thing is not as upsetting to me...shit happens especially in this day and age.

LL has, I believe, a responsibilty to hunker down and BE there for folks this weekend. Shit I get billed for tier on Sat, you can bet your ass THAT will go off w/out a hitch.

I'm starting to realize why they are losing so many people to Blizzard (WoW) ... Blizzard gives you full updates every 30-60 mins and they have assitance everywhere. They do a really great support job and this would never happen over there. Yes .. their updates tend to take forever too but at least you are kept up to date with what's going on. LL tells you one thing and then you are on your own. GIVE US BACK OUR OWN PASSWORDS and let US worry about our security.

This is a place where LL could try to give some customer service in this catastrophe, and call up everyone of their staff that's able to speak other languages than just English and get them helping to so solve problems of their international customers.
You know, while English is widely used language, it's not widely used in all countries.
I think they should be able to find staff members that are able to communicate in German, French, Spanish, Japanese, Russian... Even those would help many non English speaking customers that are in troubles now, and are going to need to spend money on phone calls while trying to get back in SL.

Just my opinion...

Fenris

stop it you guys. you're harshing linden lab's buzz!