Question -- support tickets

Whats the time limit on replys been waiting 4 days nothing!!
should i submit again?

thanks in advance.

I am still waiting two months later. I refuse to close it too,cause I really want to see if they even respond.(Even though I no longer even need the damn support...)

Maybe you can call them directly? That seems to speed things up for some people.

They will usually drop back a message saying they got yours a few days later. But I usually get my solution quite a ways off. Often after i have resolved it another way.

I submitted a ticket (well, with my main paid for account head on) regarding a simple change of address from a VAT paying country to a non-VAT paying country - there's no option to change your country when you change your address (obviously they don't expect you to move countries!!).

Simple thing, you'd think. Took 6 weeks to get my main account changed, and that was only when I started asking if they would be refunding the VAT they were going to charge me on my tier if it didn't get changed before it was due again.

I also asked if the address for my alt (ie, me) could be changed at the same time, as I was going to buy a bit more land and it would be cheaper to have two premium accounts than tiering up on my main account. Apparently I have to submit another ticket for that! I did so on 4th April, referencing the original ticket and listing all the info they had asked for to make the original change. This ticket is still showing as New, so no-one has even looked at it!!

Support tickets are like popcorn kernels. You never know which one will pop and You always have some unpopped kernels in the bag.

You can often get immediate assistance through Live Chat. I had submitted a ticket which was languishing in the black hole of the support portal. I went on live chat and after trying the standard fixes unsuccessfully with the Linden who responded, that Linden bumped up the priority of my support ticket. I then got a response to the ticket within a few more days, but the response was to close the ticket with a link to a page that just repeated all the standard fixes we had already tried. So I promptly reopened the ticket. The problem is still not resolved, but at least I know that someone at LL has seen the ticket and may eventually do something about it. To get anywhere with LL support seems to require great persistence, lots of time, and the patience of Job. Apparently it can literally take months to get a real resolution of an issue. I know it seems ridiculous, but then, this is Second Life.

They need support tickets for support tickets LOL

I've only had to submit about 3 of them and the longest I've had to wait was 2 weeks. If you check the ticket status you can see the last time they worked on it. I would see that bump up every few days but didn't get the fix for a couple weeks. It made me feel better at least seeing they were working on it.

Was at Jack Lindens office hour this week and there was some grumbling from residents about this.. I don't have the quote handy but he acknowledged there's a backlog of tickets and said that they're hiring more support people to get it caught up.

I've had one open since March 23rd..

thanks for the reply guys think i'll give the char line a go

anyone else got ticket problems in game try in world chat line work a treat.
guy call matthew got my land prim free in 2 mins, excellent service.

Anybody know what this status means :"Resolved- Wont Finish"? I had reported a possible bug (VWR-8350), and after couple of weeks they seem to have decided to "resolve" it - by giving up!

Generally it means it's "by design" (ie "Items in trash are lost when emptying the trash" or "not worthwhile to spend time on" (ie too few people still use a 800x600 resolution to warrant spending time on recoding the search window to handle resizing), or "not a bug" (a feature proposal misfiled as a bug = nothing to fix = bug resolved).

Or if you want to be cynical: Alexa never read your JIRA but saw the reference to VWR-2703 and blindly closed yours since that one is marked as fixed.

Since this thread got revived....

Good news: My support ticket finally got resolved last week!

Bad news: They didn't even bother to comment - just closed it.

:\

I got Matthew before too, he was great and fixed my problem quickly.

Kudos to Matthew!

…well I can't say anything negative, so I'll not say anything.