Major Props To The Lindens A+

With all the yelling and screaming about how SL is a bug bomb and how the Lindens don't know what they are doing and all the negative crap I thought I would take the time to also point out some good they did.

We had an issue at one of our stores this past week with a griefer (Big Surprise).
The person just did not want to stop the actions they were doing so the chat support was used.

After speaking with a person there for about 2 minutes we had a very nice and helpful Linden there within seconds taking care of the issue.

When the problem came back (some people just never learn) not only did the Linden return but also brought in two more tecs to take care of the issue on a perm type scale.

So I just want to say thank you and its nice to see that kind of support.

Concierge support is excellent. I had an issue with a particle hanging over my land and had sent in several support tickets to no avail. I contacted live chat and two of them came to the land to sort it out. Very good service indeed.

Wow hard sale technique "buy something or we send the lindens after you"

j/k

lol funny... No they were spreading that praticle crap all over the sim none stop. It was showing up all over. And they were using that greeter script where it makes you look like your shouting things when your not. Luckly the Lindens are on to that and I myself would not want to get caught using it. And trust me for the ones who think they are slick...

No a proxy won't help you

Again thanks Lindens!

Thumbs up for concierge live chat.

So mostly, as long as you pay LL enough money, they'll help you?

Nice to know the difference between the "haves" and "have-nots".

How much money is that again before I can expect any assistance?

Yes, much like real life when you pay somebody they give you something in return. Funny how that works no?

Can always count on somebody to put a negative spin on every last post on this forum. 3 cheers for consistency.

Hey, look, I've paid LL for 4 years now for premium membership and tier, just not as much as would be considered "concierge level". But because I don't allocate THAT much money for entertainment, I am considered to a second-class citizen.

I agree that you get what you pay for, I'm just asking how much do I have to pay to expect support?

Well tell you what, cancel your premium account, wait a week and then try to get support from their support portal or anything else. Then you can tell us the difference. Because I sure can.

And that would be? Because if even I canceled my membership today, it would take til July for my account to go back down to basic (since, you know, no refunds here).

You get help with two things as a basic if I remember correctly. How come I can't log in, and How come my SL is messing up severely? If I remember correctly. And you MAY get a response. So it breaks down like this


Free - No Support
Premium (10/month) - Support
Concierge (Around 300/month) - Best Support.


Actually sounds like it makes sense to me.

I have a Premium account, but I'm still on one of the lower tiers - definitely nowhere near concierge level -, and I have always found Live Help particularly helpful, with a Linden even turning up on one occasion just to check out an odd noise I was hearing on my land.

(Tickets are maybe another matter though

Premium Account here. I have used the Premium Live Chat for in-world assistance several times. Each and every time, I have gotten prompt, courtious and helpful help. (Was suprised the first couple times on this too ROFL)

Support Tickets are slow and inept. I don't blame the Lindens working Support on this, I blame the system. They're flooded with bullsh** Tickets and wading through all that crap has to be a pain. Plus, the Support Lindens don't have the authority to handle a lot of things, so have to go back and place the Ticket in another queqe.

I feel for the Basic Accounts. I have already submitted my Support Survey to include the need for better Support for the "No Payment Info" Accounts. Specifically, I think they should be allowed to post here so we Residents can help them with the n00b questions.

But yes, LL does provide good support (or at least improving support) to paying customers.

~Jessy

If you're unhappy with the support you receive (and I am not exactly impressed with the support ticket system) then raise that point. You should get a reasonable level of support with your premium account.

Concierge starts at half a mainland region, so $125/month in tier and up.

There's enough information out there for everyone to find already, the problem is that a lot of people can't be bothered to search for it.

Allowing unverifieds on the forums would make them useless for everyone, unless LL appoints a few dozen new resmods to keep things on-topic.

I would love Live Help back on the other hand, staffed with volunteers and just an odd Linden monitoring for potential abuse. It should relieve Lindens from having to answer trivial questions on the support portal as well which leaves more time to deal with actual problems.

Excellent, that's exactly what I wanted to know.

So it's that LL provided VooDoo with what he actually paid for. Utterly commendable, well done LL.

Its probably that I've never even bothered with Live Help since the last few times I tried to use it (admittedly not very recently) I seemed to be the only person on the channel. I'd given up, honestly, expecting anything from LL. I am actually happy to see I'm wrong in this.

But I still don't see why you'd need to even mention that you actually got the level of support you paid for if it wasn't historically so uncommon.

As much as I gripe about the grid -and I gripe because I love it here and want it to work -
I've had pretty good experience with support. I just think they need to train more grid-monkeys.

During Burning Life 2007 there were several griefer attacks. I was there during one, a cube storm, and several of us AR'd the incident. A linden was along in no time and the griefer was dealt with (suspended or deleted).

Nope, nope, nope. The other night a Linden spent an hour with me trying to sort out a problem on a sim that I did not own.

Thumbs up Linden's I think that you are doing a great job.

That's not my experience Pie... I drop a bundle on mainland tier every month and I only have bad experience with a very tardy consierge, so it ain't the money. The only thing I have found them good for is region restarts, that they do very well.

Sorry Pie - but your thinking is a bit skewed! I am also a premium level member and paying a small amount of tier. I had wonderful support through live chat this summer when the 'flying monkey boxes' were all over the region that my land is in. One of the Lindens visited and was extremely helpful in getting that resolved. Actually, there were 2 similar incidents, both of which I used live chat and, both of which, were cleared within minutes! Live chat is a wonderful tool when used properly and one is civil (sometimes hard to be when an 'assault' is going on).

Have a great day!

Thanks for the reminder. I've had about 15 instances of particle spammers and assorted idiocy around my land in the past couple of weeks and I've never availed myself of concierge support. I forgot I could. I'll definitely try it the next time.

Who are you and what have you done with VooDoo?

I'm a basic account, have been for Over three years now. never owned land, rarely have a Linden Dollar balance of Over $L1000, and Never once in all that time has LL failed to address to my satisfaction any problem i have had, either Technical, or TOS/CS related (meaning griefers).

My Question to you then is, Since i'm Obviously one of the "Have Nots" Doesn't it sort of Shoots the H*ll out of your preconception?

Most of the problems people have with Getting a response from the Lindens Over certain problems is, they are asking them to deal with situations TOS Plainly states the Lindens will NOT Involve themselves in, or technical issues that are things requiring Far more work than can be covered in a Quick Fix. Some problems you Just have to live with, or deal with on your own, Others take Time to Fix, so instant gratification isn't forthcoming.

It isn't a question of Money, But of course Money is the Easy answer for people who have trouble accepting that they are NOT always going to get their way Immediately.

Angel.