support@secondlife.com

First, I had to log in as an alt to post this. I hate admitting to alts in general.

You make a MAJOR change and then deny support all weekend long? You knew about the exploit a couple days ago, but you wait until everyone is going to be out of the office to correct it?? Incompetent doesn't even cover it.

My problem is with the security question. I enter the correct information, but it says that it is incorrect. I can only assume it is a CaSe issue, or abbreviations. Fine. After a few attempts, it locks me down and refuses to let me contiunue to guess. So I write to [email]support@secondlife.com[/email] for help. The robot tells me that I need to wait till monday. I am pissed off but heck, I got an alt to play with right?

Then along comes a survey request. As I do not have a password, I can't even TAKE the survey. Incompetent doesn't even cover this situation.

Enjoy your weekend, resting comfortably while your CUSTOMERS are left out in the cold to suffer.

Someone said they were able to get through using the direct (not the toll free) number:

+1 (415) 243-9000

Whyzard, I feel for you. But all is not lost! I had exactly the same thing happen to me. So I went back to the login page and got it to send me a fresh email to start the process over. Eventually i got there, spelling mistakes and all.

Yea, tried that. Of curse with a 15 minute per page refresh, that gets to be impossible.

This was completely wrong of LL. This is really f**ked up.

It isn't great customer service at all to make folks wait until Monday for assistance. Seems they could hire temps, plug in some additional phones, and make it a mandatory all-hands-on-deck weekend so the phone lines are open and available until the last password question is answered.

Yep. If it was my company, I'd take a monetary hit for the regained and added trust this would bring. Business 101 really.

But that would be in violation of the Tao of Linden, in which employees can choose to do whatever strikes them as "fun" at the time. Getting bitched out on the phone by customers doesn't sound like it's compatible with the "feel-good, office-love-all-around" work atmosphere LL is trying to foster...

So, tough shit. Go outside this weekend instead.

Hahaha, the funny thing about this reply is that it's so true

A statement from Philip expressing how seriously they are taking this, that they have already been working with law enforcement agencies, and that they are going to be working over the weekend to get this solved, would help...

Lewis

vivi, would you really hire a bunch of temps to handle things during a major security breach? I wouldn't. You don't know who or what might be lurking in amongst them waiting to grab more passwords and security answers.

Seconded

I think he's too busy going around the offices to give everyone their "friday hug"...

Any one of the onsite Lindens can login into Philip Linden's account. How would this help ?

oh yes. especially since their security question thingy seems to have issues. I have an answer with some non-US-chars in it and it doesn't accept it. so I am out of the loop for the weekend and run in an alt without all my inventory around, without a chance to work on my projects. happy happy joy joy .. waiting for monday and then trying to figure out how to reach support from Europe and get them to sort things out. Guess I will be locked out quite a few days before this all resolves ...

Not that impressed with the way they handle this thing ....

I have had my main account for 3 years i didn't think to save my answer because it was so simple...I am an alt, i had the simplest answer for my question and i still could not get in, making us wait is very wrong and to top it all off they had the nerve to send a how am i doing questionnaire after i have been pestering support

I would tell them to suck it.
But that's just me.

At the very least we should all get some compensation for downtime that is CLEARLY the fault of LindenLabs lack of customer service.