Second Life Forums Archive - Escalate a support ticket

Tan Tantalus

Flirtatious Fae

Join date: 17 Feb 2007

Posts: 17

10-24-2007 23:18

Apologies for having to ask this question here - the support area provides only a telephone number to call and as I am based in the UK I'd rather not make a very expensive international call to get assistance.

Background....

Last week (19th October to be exact) I purchased in game 1536 sq. m. of land (mainland) for 9,999 L$. The money was debited instantly - but the transfer of land never happened. I immediately raised a ticket with LL and also sent not only an IM but also a notecard to the land owner (as is it highly likely they will have had my money).

On the 20th someone else purchased the land - I updated my ticket with LL to this effect. Still no word from the original land owner - nor notification that they accepted (or otherwise) my notecard.

On the 23rd I updated the ticket to say that I am still 9,999 L$ out of pocket and would appreciate even a holding message from LL - hearing nothing is more than annoying.

So, does anyone know how I may escalate the outstanding support ticket I have without having to make a very expensive international telephone call?

Many thanks in advance for your assistance.

Ava Glasgow

Hippie surfer chick

Join date: 27 Jan 2007

Posts: 2,172

10-24-2007 23:43

Hi Tan, welcome to the forums.

I'm sorry to hear about your trouble. Since you can't do the phone call, I think your best bet is Live Chat. Because the land transfer didn't happen and it has since been bought, most likely they will just give you the money you lost.

To open a Live Chat
Go into the Support Portal and open the Solution Finder. Pick a category (doesn't matter which one) and continue.

Click the button "My answer is not here ->".

Search for something (doesn't matter what).

Click the button "My answer is not here ->".

Open "Inworld Live Chat". It is supposed to be manned 24 hours a day, but I just got a "sorry we're closed" message giving these hours: 9:00AM - 6:00PM PST, Monday-Friday.

So basically, just keep trying to get a Live Chat operator through this link every now and then (both during and outside of the hours mentioned above).

Good luck, and be sure to let us know how it goes.

_____________________

Tan Tantalus

Flirtatious Fae

Join date: 17 Feb 2007

Posts: 17

10-25-2007 11:04

Ava,

A thousand thanks for the most helpful reply! Within a few minutes the case of my missing 9,999 L$ was sorted out by a most helpful person. Is it just me or is the live help so well hidden that other have also completely missed it?

Okiphia Rayna

DemonEye Benefactor

Join date: 22 Sep 2007

Posts: 2,103

10-25-2007 11:06

From: Tan Tantalus

Ava,

A thousand thanks for the most helpful reply! Within a few minutes the case of my missing 9,999 L$ was sorted out by a most helpful person. Is it just me or is the live help so well hidden that other have also completely missed it?

I tried to find it once and failed lol.. so i agree!

Ava Glasgow

Hippie surfer chick

Join date: 27 Jan 2007

Posts: 2,172

10-25-2007 12:09

From: Tan Tantalus

A thousand thanks for the most helpful reply! Within a few minutes the case of my missing 9,999 L$ was sorted out by a most helpful person.

Yay!

Paola Delpaso

Hippie Chick

Join date: 13 Jan 2007

Posts: 273

10-25-2007 12:20

From: Tan Tantalus

Is it just me or is the live help so well hidden that other have also completely missed it?

It is so well hidden that you almost could assume that this happened intentionally.

Congratulations to getting this resolved so fast, Tan!

Welcome to the Second Life Forums Archive

Escalate a support ticket - how?

Escalate a support ticket - how?
Tan Tantalus Flirtatious Fae Join date: 17 Feb 2007 Posts: 17	10-24-2007 23:18 Apologies for having to ask this question here - the support area provides only a telephone number to call and as I am based in the UK I'd rather not make a very expensive international call to get assistance. Background.... Last week (19th October to be exact) I purchased in game 1536 sq. m. of land (mainland) for 9,999 L$. The money was debited instantly - but the transfer of land never happened. I immediately raised a ticket with LL and also sent not only an IM but also a notecard to the land owner (as is it highly likely they will have had my money). On the 20th someone else purchased the land - I updated my ticket with LL to this effect. Still no word from the original land owner - nor notification that they accepted (or otherwise) my notecard. On the 23rd I updated the ticket to say that I am still 9,999 L$ out of pocket and would appreciate even a holding message from LL - hearing nothing is more than annoying. So, does anyone know how I may escalate the outstanding support ticket I have without having to make a very expensive international telephone call? Many thanks in advance for your assistance.
Ava Glasgow Hippie surfer chick Join date: 27 Jan 2007 Posts: 2,172	10-24-2007 23:43 Hi Tan, welcome to the forums. I'm sorry to hear about your trouble. Since you can't do the phone call, I think your best bet is Live Chat. Because the land transfer didn't happen and it has since been bought, most likely they will just give you the money you lost. To open a Live Chat Go into the Support Portal and open the Solution Finder. Pick a category (doesn't matter which one) and continue. Click the button "My answer is not here ->". Search for something (doesn't matter what). Click the button "My answer is not here ->". Open "Inworld Live Chat". It is supposed to be manned 24 hours a day, but I just got a "sorry we're closed" message giving these hours: 9:00AM - 6:00PM PST, Monday-Friday. So basically, just keep trying to get a Live Chat operator through this link every now and then (both during and outside of the hours mentioned above). Good luck, and be sure to let us know how it goes. _____________________
Tan Tantalus Flirtatious Fae Join date: 17 Feb 2007 Posts: 17	10-25-2007 11:04 Ava, A thousand thanks for the most helpful reply! Within a few minutes the case of my missing 9,999 L$ was sorted out by a most helpful person. Is it just me or is the live help so well hidden that other have also completely missed it?
Okiphia Rayna DemonEye Benefactor Join date: 22 Sep 2007 Posts: 2,103	10-25-2007 11:06 From: Tan Tantalus Ava, A thousand thanks for the most helpful reply! Within a few minutes the case of my missing 9,999 L$ was sorted out by a most helpful person. Is it just me or is the live help so well hidden that other have also completely missed it? I tried to find it once and failed lol.. so i agree!
Ava Glasgow Hippie surfer chick Join date: 27 Jan 2007 Posts: 2,172	10-25-2007 12:09 From: Tan Tantalus A thousand thanks for the most helpful reply! Within a few minutes the case of my missing 9,999 L$ was sorted out by a most helpful person. Yay!
Paola Delpaso Hippie Chick Join date: 13 Jan 2007 Posts: 273	10-25-2007 12:20 From: Tan Tantalus Is it just me or is the live help so well hidden that other have also completely missed it? It is so well hidden that you almost could assume that this happened intentionally. Congratulations to getting this resolved so fast, Tan!