Hooray for Linden Support :-)

Now I don't have a clue wether the topic belongs here, but i honestly saw no place fit for it better.

Lots of threads end up in strong word against Linden Labs, and yes I am at times dissapointed as well. But today I got actually very happy

When a while ago i signed up, it was with basic. Within a few days (or weeks, dont know for sure) I changed to premium, as i wanted land and thought: well, 52x300 plus 1000 signup covers almost the 72 dollar costs But, to my surprise, i never received the 1000 signup bonus, even when the 45 days are long past.

After opening a ticket yesterday (my local time), today i got a message that the 1000 linden signup applies only to new signups, not for upgrades. Which pissed me of major (even when L$ 1000 is not that much in real money) so i re-opened the case, and told them i did not agree (without any bad word used). I told them I did not understand why the decision of starting to pay for my membership using the same AV would actually cost me 1000 linden more then startin with a new AV.
Within 5 minutes I got a message back that they transferred me L$ 1000 because there was very little time between basic and premium, so they gave me some goodwill

So why the hooray? Over 1000 linden? Not at all, its the price of a beer in RL nowadays But the fact my ticket was responded to within a day, and even my feedback was taken into consideration after reopening the ticket. Within 5 minutes after sending even!
Let's be honest, not that many companies work that well

Okay, when the message after 5 minutes would have been: tough luck, i would have been less pleased

Greetings, Marcel

One good and well timed response from sl's 'support' out of hundreds of thousands. WOW! They're improving, I'm impressed.

Consider yourself lucky.

While we're on a positive note, I will add that they also bent the rules for me a bit when I accidentally bought land for myself instead of my group, thus causing my max tier to increase for that billing period. It was my mistake; I skipped the message boxes without reading. But, they said they would correct my max tier, only this once. *raps knuckles* That's fine. I don't think I'll make that mistake again! "Ah what nice land i bought... wait.... Why is this border GREEN? uh-oh!" I was happy with the resolution they gave me.

I've been premium for something like 2 years now, and pay around USD $25.00 a month plus whatever LL make from me when I cash out L$ I earn in-world. And I only just got a response to a two month old ticket about something that would have taken a few minutes to resolve

My transaction history download bug got resolved in a week. They responded to my ticket the same day I submitted it, and I guess it took a week to really track down. But yay! They did it! Hoorah!

The first ticket I filed as a Concierge customer (about a month after I got my island) was not responded to for a full month -- and when they did respond, it was to ask if the problem was still occuring.... So I replied the way they wanted me to, that yes it was still an issue. A further 6 weeks after that, they sent me a followup to let me know that they've revamped the support system and if my 2 1/2 month old ticket was still important I would have to file it as a brand new issue in the new support system.

Had a Linden told me that in person, I might have resorted to physical violence. I was so sickened and disgusted by this... I mean, they took a whole month just to ask if it was still happening, then another month and a half to tell me they essentially still haven't even looked at it and that they weren't going to... that was probably the closest I came to pulling the plug and never coming back. However, my island had residents living on it so I couldn't just abandon it and leave, because frankly I can't treat my customers like shit the way LL seems to do on occasion.

With two islands now, I'm paying LL more per month that I pay my local ISP for a T1 connection with guaranteed 99.9% uptime... Today I got an email from them that there'd be a 10 minute service outage some time between midnight and 3am, in two weeks. And -- I have 5 business days to let them know if this is a problem, in which case they'll reschedule the outage. For that level of service, I pay $500 per month. For the $590 per month I pay LL, I got to wait 2 1/2 months before being told to sod off.

Apologies, some of that repressed frustration and rage just boiled up. Anyhow, it does seem like for every positive outcome there's a few dozen (or hundred) bad stories.

-Atashi

Lets not forget. You only hear from the angry people here in the forums. (for the most part)...which makes it appear as though the sky is falling. Sure there are glitches and "hairy butts" from time to time, but I don't think a lot of people truly grasp the immenseness (is that a word? hehe) of this platform called Secondlife.

You do realize don't you, that if we were all forced to use default cothes, hair, avatars, etc...and we all lived in cookie cutter "default" houses, then this whole "game" would run slicker than (expletive removed)

and to stay on track:
I've put in several tickets in the past few months and they are always responded to within a day or two.

Everytime I have contacted support I have been satisfied. More so than when Live help existed. They even fixed my gesture issue (voice gestures wouldn't deactivate) even though it was just a minor annoyance. We would all love instant resolutions to our problems but sometimes that is just not possible. Could the system be improved? Yeah I think it could, but it is definitly working for me in its current form.