Am I too impaitent with support?

Although I would love an answer from support about my specific problem what I am after here is your opinions on wether or not I am being too impatient with support.

Is it fair enough to expect some sort of reply to a esculated ticket (no SL at all on system) in 27 days ? The ticket has been open for that has open for 43 days btw

Is it fair enough to log a complaint ticket about this after 34 days ?

Is it fair enough to expect a reply to complaint ticket in a week ?

I think I have been paitent but was informed in live chat that all I have to do is be paitent and it will be attented too. Am I expecting to much ?

Yes, you are too impatient !

/cynicism mode on
LL and the trouble ticket division works like a German public service agency. Lots of administrative stuff, red tape and paperworks ...and always understaffed.

Give 'em more time to reply to your reported issue.

...and refrain from reporting a new issue about one of your issues before cos every new issue redoubles the administration effort
/cynicism mode off

Therefor I suggest to associate LL and the whole SL thing to the U.S. DoD. It already works as a public service agency but this would raise the budget to a nearly unlimited level and give 'em enough ressources to fill the lack of staff AND additionally push the development team forward.

Ok, maybe we would have to say good bye to our Chinese friends then ...and Iraqi friends, Syrian friends, Afghani friends, ...to a third of the world...but hey this would finally solve the problem, no long waiting time anymore if you reported an issue. You can't make an omelette without breaking eggs

That all very clever but the question is are the time frames I have said in my first post poor response times or am I expecting too much? Anybody else ??

The one and only time I sent in a support ticket I had a reply within a couple of hours - although it was for a relatively straightforward issue.

Other people have stories not unlike yours, so the gods only know how LL decides to deal with support tickets. At the very least they ought to keep you informed *why* there is a delay, *or* ask for any further info they need in order to help you.

This is yet another reason why they can't be impressing any RL companies or educational groups that SL is something in which it's worth investing time and effort.

--
Aes

To me, anything over 48 hours without some sort of replay, even if it only to say what is happening with the ticket, is too long. LL's Customer Service as far as support tickets are terribly lacking, although I have had very good experience with their concierge service.

I have submitted tickets in the past with little or no luck with speed. I think there is live help somewhere, but my best bet for a quicker answer or at least suggested answers is post in the forums.

Each time I’ve used Live Chat the results have been quick and to my satisfaction. One of the few if only useful benefit of being a Premium member. I once had a Support Ticket that was open for nearly a week and so I contacted Live Chat and had the problem resolved with in minutes.
So I suppose my answer would be, no you are not being impatient, just not using all the resources available to you maybe.
That is if you are a Premium member. If you’re not a Premium member…well you get what you pay for.

Even premium members sometimes want to just use a support ticket. I prefer to have one for anything that doesn't keep me from being able to use SL, but could use a response within 24 hrs/Next Business day. I reserve Live Chat for things like, "Hey my mainland sim could use a restart, please?" or "Umm.. can't TP, things not rezzing."

To answer the OP's question, with really good companies, the rule for support tickets or emailed support requests is 24 hrs or next business day. So, no, I think you've been entirely too patient.

What kind of issue is this about?

If they're actually asking you to be patient and not just ignoring you, that's not too, too terrible.. Annoying but a lot better than just being ignored.