Support Service/ Tech Support from LL - Your View

Ok, I'm just curious as to your opinion this.

Let's say there are two users of SL.

1. A member who pays the monthly fee and basically sits on 512 Sq m and that's about it.

2. A member who doesn't pay a monthly fee but owns private land, pays a fairly large Tier, uploads tons, generates consistant sales, and contributes to the world with new content, etc.

User 1 gets special tech support/ customer service treatment, while user 2 basically gets limited to no tech support/ customer service.

Now, obviously there are heaps of free account users that don't pay a monthly fee, but they buy lindens, and shop etc. LL makes money off of every sale and every purchase of Ls. ( they make money when people cash out - a percentage )

So, I'm just curious as to what your status is and how you feel about their support. What's practical, reasonable and fair? And how should LL base their decision to provide support? Simply based upon your membership payment status or on other factors that determine your value to LL?

I've been a premium account for nearly 4 years. ALmost never EVER used tech support beyond billing issues. 9 out of10 times I can find my answer by scumming hte forums or shooting and IM to an appropriate group.

LL tech support has never been much of anything anyways. Usually a clear cache and relog and if that fails upgrade your machine.

Reasonable and fair: if you are renting on a private estate, expect the land baron to put his concierge access to work for you.

Typically, it's fairly light impact on him anyway. After the first 1000 crises, the land baron generally knows all the common solutions and tricks. For that last 2%, there's concierge live chat or a phonecall.

I've had excellent service for a long time now - ever since the 2006/7 land boom subsided a bit.

So that's why the forums are like they are.

it is reasonable and fair simply because if your renting land your not paying LL tier your paying someone else money to pay tier. I own no land now but have had premium accts over 4 years now.

If you want the higher support pay yearly to LL of 72$ thats well worth the higher support.

I dont understand why people who rent feel they deserve higher support for that reason. Like Des said, speak with your landowner to get answers for you, afterall that is who your paying.

hahahahahaha freudian typo. should have been scrumming the forums.

That's a bit of an unfair comparison.

1. A premium pays monthly and owns 1536m²:
$9.95/premium + $8/tier = $17.95 (or $13.1 if you want to argue that the stipend should get deducted)

2. A basic account rents an 1536m²:
$12/tier which breaks down in $6.91/LL and $5.09/revenue for the sim owner

That's gross income, you still need to substract operating costs (since we don't have a more recent figure, let's use Zee's "$195/sim breaks us even" claim) which would be $4.57/month using Zee's claim.

So the premium is netting LL $13.38/month (or $8.53) while the renter nets $2.34/month.

And you're wondering why premium gets support and renters don't?

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You're forgetting that the 30 cents on L$ purchases has to pay for the credit card processing fee as well, and all of the money LL gains from the LindeX is offset by any money they loose due to fraud. Zee admitted that fraud made the LindeX a net loss for them at least once on a month (around May last year, I think ).

It would be nice to have a more recent figure, but in 2006 land sales and tier accounted for 70% of LL's total revenue which makes tier far more important than what the LindeX brings in.

A couple of Scenerios the OP seems to have missed.

Scenerio 1. A Premium has to contribute $125 a month from their Credit card to get decent support via concierge, less than this is not much better than non-premiums.
Scenerio 2. A nonverified, no payment info on file user, pays $0 per month, camps for money, has never contributed a cent to LL, creates no content and just uses SL for socialising.
Scenerio 3. A campbot pays no fees and channels $200US a month out of SL into a goldfarmers account.............................

I fail to believe that a majority of free accounts are content creators. So you can't have everything for nothing otherwise we would all be free unverified accounts...........

Free accounts are fine by me, I just like to see them verified better than the current "click the box to verify you are who you say you are and are 18+" system which is like having a carboard sign on your front door saying "warning door is locked" when it isn't.
No wonder it's a farmbot and teenagers free for all.................

You can throw up a lot off differnt situations to prove the point either way.

Myself i m a renter.

I rent 1/4 of a private Isle and pay 1/4 of the tier. I think i got a bargain.

That still means i pay $73.75 a month, this is reallmoney it comes of my card.

Contribution to LL a month $73.75, contribution to the landowner $0.

The Isle would not exist without my contribution.

In addition i pay for rent space for vendors and contribute by creating content.
At least 20 sims are using my tour ballon.

So why does someone that pays $9.99 a month and sits on there 512m of land deserve better support then me.

This is not meant to be an aggumentative post, just to show you can't cover all scenirios.

((Or acouunt for miss-spelling))

The only fair way to allocate support is to look at contribution to LL in terms of $ but that would be a minefield.

CS can`t get any worse then what it is now.........

if you don't have a premium account you don't own land and your not paying teir,end of line. you may be paying somebody rent(who is a real land owner), and they let you rpg at being a land owner.which is all fine and good but the fact is it's not your land.and as far as LL is conserned your getting what you are paying for.

To put it mildy C***, the bottem line as far as LL is concerned is what comes out of my bank account and into theirs. How it gets ther is irrelevent.

Oh my.... actually it is relevant or you would be getting the same support as I do. Someone is getting that support tho, its the actual land owner. They are the ones paying LL.

No, the landowner is getting support for there land.

If my inventory goes missing or I am unable to log in they can do nothing about it.

all I can say is you get what you pay for. You want additional support, pay for it. Your landowner gets it because they pay for it. You just happen to pay the landowner.

So as a taxpayer I am not entitled to complain if my dustbin is not emptied, because I dont pay the bin men, the goverment does ?

Much as I hate to say it (I'd like to have some real CS too ya know) Linden Lab is a Private Company, the analogy to a government does not apply here. Sadly they can do whatever they want as far as CS goes .... America Online did the same thing with free accounts.

apples and oranges, not relative.

And when the land owners inventory goes missing and they can't log in there is not any difference about what can be done.

Face it, LL's customer support leaves a lot to be desired.........but this constant whinning from basics about not getting support is ridiculus. I'm a premium sitting on 512 meter lot (and according to you, I'm contributing so much less than many basics). If I can't log on, or my inventory goes missing, or some transaction fails I get more support than you. That's total BS............I get exactly the same "non support" as you. You pay the land owner (the premium member) a tier for your land, he, in turn, pays LL the tier owed for the land he owns...........I'm pretty sure there's a mark up in there somewhere, but that's beside the point. The big difference is that you pay someone besides LL for your tier. And you expect LL to give you support. Like a renter in RL has some problem with the plumbing.......guess the bank should be the one you call for help?

And, no, I do not believe a significant number of basic accounts contribute more to SL than premiums. Yes, I know there are a few who do.......but not near the majority. The majority of money contributed to LL's coffers comes from premiums. The land owner who you pay, and people like me who pay a set amount each and every month/quarter/year. We upload, purchase things, contribute too.....and have just about the same amount of support as you do.

Quit whinning.

Well;well wrong agian. they are getting all supposrt for having a paid acct.,the suppost is the same wheather they own land or not.and as far as log in and missing inventory your basically getting the same, 95% of log in problems are reginal and you get the it's a knowen issue we are working on it .now if you want to hear it from somebody instead of read about it then you need to be premium.

your not paying taxes or anything outside of giving a land lord your money they can take your money and close the sim tommow and your out of luck.and LL will not do a thing ,why becouse you don't own that land.

and on a side note i thought only little boys used the "c" word but i guess little girls do as well(/me ponders),it use to bother me until i hit 19or 20 and realised most the time somebody uses it it means i'm right and hit a nerve they don't want rubbed

Ive had great help with Live Chat, tickets? nother thing, I never get help with a ticket but I have done Live Chat concerning a ticket and had the problem solved.

You can, but the higher your rent gets, the less you can argue not being premium in my opinion because the difference becomes smaller and smaller.

Even if you don't buy L$ or aren't interested in using the 512m², you can still sell the L$ of your stipend for $56.72/year (takes 3.5% into account), which brings the cost of premium to $15.28/year or $1.27/month.

Compared to the $73.75/month in rent you said you're paying right now already that just seems like a negliable extra cost to me honestly.

ya know Kitty, Ive also wondered why anyone would give so much to others yet dont pay for a yearly premium.... I guess its like "let someone else pay for my playground" I dont have any problem paying a yearly for premium.