Are there any Live Chat defenders?

My recent experiences with Live Chat have been... disappointing at best. It certainly feels like the people I've talked to have entered the "Not my job" phase of their corporate lives.

Has anyone had any good experiences with our concierge group (recently - not a few years ago or even a few months ago)?

If we can hear the stories of the good experiences, maybe we can piece together what they will do. I've got a pretty substantial list of what they don't do.

FYI... Live chat does not help with griefing attacks.

If you fill out dozens of ARs, the turnaround time (this morning with low concurrency) was 1 hour 1 minute.

the last time i spoke with concierge on live chat i was trying to get a mainland sim restarted. the answer was 'i'll look at it when i have time'.

There was a time I rezzed some sort of weapon that was targeted to members outside a group. Later that day when I changed my group tag, I suddenly couldn't get on my own land. I also couldn't remember what I had out, or actually get close enough to see it.

I got on live support, with Spike, as I recall, and he came right over and deleted the offending weapon. Under the circumstances I have no idea how long it would have taken me to figure out, and find whatever it was that was giving me grief.

live chat used to be great..
recently though i feel theyre just going through the motions.. often answering that they dont see a problem.. or that the cant help.. theres a definite indifference settling in to concierge as well as now Xstreet.. i filed a ticket there for support and the answer was so off target .. it showed that the person answering hadnt even read the ticket.. i replied stating thats what i felt and got a 'oh.. sorry' and finally a proper response.

It all depends what you are using the service for in my opinion. I've used them several times, and have had some very good responses and ones where it hasn't helped; in hindsight though, these have been issues where their ability to help was limited (client side issues for instance).

One thing I've seen lately, which is good, is that if your question relates to a more technical issue, you are immediately transferred to a tecchie Linden who really understands the mechanics of SL rather than a straight-up Liaison. It's horses for courses, some Lindens are adept with the user tools and have a certain number of tools they can use but beyond which they cannot assist themselves. Others are much more expert at the technical side but don't get involved in the first instance.

Support tickets are often a good way to go if the problem is not urgent. I have concierge rights myself as a multiple region owner, but I try not to bother the Live chat people unless I really need help right now - this allows them to really concentrate on the things that need fixing right now (not just for me, as a whole). The last time I submitted a request via ticket I was pleased to see that a Linden came and moved an overhanging Linden-owned tree within hours - so Live Chat wouldn't have been needed for this.

Overall, I'd say it was a good service, although I appreciate this is only in my experience and other people may have had quite different dealings with them.

when i use live-chat, 9 out 10 times for a laggy sim-reboot, its always handled within 10min's or less.

in other cases, ghost prims, sim under attack, a ticket combined with live-chat also always got a quick response (within a few hours)



.

many different reasons, from sim reboots to just simple advice on a matter

always have had great experience with live chat

I've had mixed results. They're usually good but sometimes I think they're actually trying to annoy me.

The last time I contacted them was to beg for a sim restart, which they promptly did but without doing a 2-minute warning first, causing the 20 or so people there to need a relog.

I've always had good results. Just recently I had a problem with offline replies to IM emails not being accepted. We walked through some of the more common inssues, and when that didn't resolve the problem, she asked if it was okay to contact me in world later after they checked a few more things. I said sure.

About an hour later, I got an IM from a different Linden with the operations team, and he was able to give me the error messages they were receiving on their end, and that helped me resolve the issue (it was a configuration problem with the software on my end).

I can only think of one or two times Concierge wasn't helpful, but in all cases they were at least polite. I can't find any fault with their help.

I must confess, I've had excellent support for a good while now.

Concierge chat support has been great 99% of the time for me. There was a time I had to contact them multiple times everyday and they did their best to resolve the issue even though it was intermittant and almost impossible to catch. There were only a couple times I felt like they did not want to be bothered, but that was only one person.

I've always had excellent support from concierge live chat, including two very recent times when the people on the other end came out straight away to look at and deal with problems. One was a few weeks ago and the other was 2 or 3 days ago.