Support borked?

Trying to log in ...

Insufficient Account Information

Invalid Querystring!


Also, when did the "captcha" text thing for login get introduced?

Broccoli

Not sure when the captcha was introduced, but it seems to come into play after 2 or 3 failed login attempts on the website.. a security measure against automated "dictionary" style login hacking I presume.

Could someone explain what "support" means please?

*snerks* That's what the Lindens are supposed to be saying!

I've never had the Captcha come up, but it's kind of nice that they added one.

http://blog.modernmechanix.com/mags/qf/c/PopularScience/9-1950/med_rupture.jpg

Broccoli

Your header is redundant.

Same issue here.

I have a question I want to ask support, but cannot ask it because I can't log into support. I can't report that I can't log into support because I can't log into support.

There is supposedly a guest account special ticket type that allows you to ask one of a specific set of questions, but I cannot actually find this ticket type, nor are either of my two questions in this list of valid questions to ask using this type (one of them being, why can't I log into support).

Wheee!

Love.

…anyone can ask!

** Special Question Information

There are a few issues that require submitting a ticket to Support in order to resolve. However, we cannot currently offer full ticketing access to Basic account holders who do not yet have accounts. For the following questions, you can log into the support system and Submit a Ticket using the "Special Questions - Basic account" Ticket type.

You should submit a ticket in this way if:

* You are getting an error message that states you cannot log in from your location
* Your account has been disabled and you need it reactivated
* You need to report a region being offline
* You are an estate manager and need to request a rollback
* You need to request a LindeX Tier Review

When you're logged in as a Basic account holder and choose the "Submit a Ticket" option, you should only use the "Special Questions - Basic account" option in the Ticket Type drop-down menu. All tickets from Basic account holders that use other ticket options will be closed without review.

I'm curious what sort of response times people are getting for their support tickets. I am a concierge-level customer so I am supposed to receive the highest level of support, however I have tickets sitting in the cue that are three weeks old and still show as 'new' and haven't been touched. I had one older than that that I closed out myself when we finally gave up and solved the problem on our own. Is this common?

I have had success using the live chat feature, but I hesitate to get on live chat to ask the person to take a look at my support tickets. I try to only use it for things that need a more immediate response.

I've had varying success with Support Tickets. I feel it's who takes up the Ticket. Lotte Linden was on top of things within a day. I won't mention other names, but I do have a Support Ticket in on a Support Ticket that was jsut deleted without a workable solution.

Also, I have one that's been there since the day Voice was put in. Asking LL how we Residents are to handle ARing Harassment done via Voice. No answer as of yet, though it's tagged "Work in Progress".

I think Support needs a shuffling around of personell. If they can't do the job (and it is a bugger of a job) then move them to a job they can handle.

The other aspect would to stop treating Residents like we have no idea of how SL works. I am so sick of the "Clear cashe, relog, reinstall" canned responses that I want to beat the living daylights out of every Linden that spouts that crap. The worst part is to get that response when it was listed in the Support Ticket that it WAS ALREADY TRIED.

I begin to think one of the basic things we need to teach LL is how to read words instead of just code.

~Jessy

Blog says whatever the problem was is now fixed.

Broccoli

I was getting the same message, but it is fixed now and I was able to go in and work on my support ticket that I needed to.

I am seeing a variety of time frames for support tickets, depending on the type. A missing database ticket is useless, there is no fix. A rollback happens within a few hours to a day...a region transfer, still waiting on that one. I think it depends on the problem as they have different people (some obviously more affective than others) working on various issues.

I just checked the support portal and one of my pending tickets, submitted on 8/3, has just been moved along from "new" to "work in progress" which means it has been assigned to someone. It took 19 days for it to be given a glance and pushed in the direction of the right person. That's frustrating.