LL Support/Customer Service

i'm curious to find out what people's experiences have been with LL support or customer service...

do you email support?
did you try live-help before emailing?
do you generally get a response to your email to support? if so, how soon do you get it?
if you get a response, is it helpful? does it answer your question or solve your problem?
do you post the question/problem on the forums?
do you generally get a response to your post?

i've recently had some bad experiences with LL support. i'm trying to keep an open mind here, so i thought i'd see what experiences other people have had. i'm not trying to start any flame wars, just a simple, non-scientific survey as to what others have experienced.

thanks

Once when my account was messed up on the website I couldn't change land tiers, so I called Live Help and they politely told me they couldn't do anything about that. Fair enough. I was told to email customer support about the website problem (couldn't login to the forums or account, but logging into the game was OK). I did, and a couple of days later they said they fixed it, but I still couldn't get in. I emailed them again. A couple days later I could once more login to the website, and it was the next day that they responded with "You do not appear to have a problem".

More recently, I had a problem with offensive adult content in a PG sim. Since it took two days for the abuse report to be handled, by that time the offensive content had already been removed. This was fine, but it makes me look like a crazy woman, making a report of something that isn't there.

I wonder how many reports are handled in a day. Probably dozens if not hundreds.

I also wonder if there are rules against what is considered "false reporting", so I don't send a report without enough evidence.

i had a very bad experience with customer support a few weeks ago. many many emails to them, no response! i was very unhappy about that. i honestly expected more and was very let down.

bette

do you email support? Yes

did you try live-help before emailing? Yes

do you generally get a response to your email to support? if so, how soon do you get it? Yes, I usually get it with in a few days, unless I am using my yahoo account, I never get it there.

if you get a response, is it helpful? does it answer your question or solve your problem? Most of the time it is close enough

do you post the question/problem on the forums? Nope, no need to.

do you generally get a response to your post? See above.

Now calling LL directly has been completely useless for me. I keep calling them with the same issue, and I get the same responses. I have tried those, but they insist that that is the issue....

Its funny, no one with @yahoo.com email account ever get the SLBoutique.com verification email messages and I always end up having to verify them manually. I've heard of this problem with many other web sites: Yahoo seems to purge as spam anything that seems "automated" even when the person with the @yahoo address wants it. It doesn't simply mark it as spam - it totally wipes it away! Horrid practice.

I'm sure they're not the only ones doing it, either; AOL people have trouble getting the verification emails as well. Its very frustrating from a business standpoint. Moral of the story - if you want a decent free email account, use gmail and ditch Yahoo/Hotmail/etc.

I typically check with my fellow live helpers if I have an issue, they're all pretty damn knowledgable. Failing that, I'm typically in the #secondlife IRC channel on EFnet, which has some of the most knowledgable (and nice, to boot!) people I've met in SL. I highly recommend giving them a whirl for technical issues, SL related or otherwise! Recommendations from that channel once saved my ass when one of my RL servers for my RL job wasn't working!

Regards,

-Flip

I have stopped emailing support and filing bug reports because I do not care for spam and auto replies. More so I have never gotten a real answer from that type of support. If I have a real problem, I contact a linden directly and hope for the best. If I am still unsatisfied I cut my losses and call it a day.

Mar