Support Ticket amazing lack of repsonse

My alt was logged in for 6 days in the sim Mosh and unable to be logged out by me. 4 days ago i filed a support ticket about it. 2 days ago i updated the ticket with a comment with a reminder. And finally today it took going to the concierge line and asking a Linden directly to take care of the problem, and she restarted the sim in under 10 seconds from the request, it was literally instantaneous.

What the hell is the ticket system for? I did not list the account as an alt, and filed the support ticket with the account in question and 4 days later no response and i cannot even log in with that account? What if that was my main account? I'd STILL be locked out but not for the concierge.

4 days for a "log out my account" request - and yet unanswered is poor customer service no matter how you look at it.

They obviously need a team solely with the responsibility of expediting support tickets and resolving the ones that can be resolved with just a couple actions of RL activity, and moving the more technical issues on to the right channel.

Thanks, Charlene Linden.

Anyone else ever been stuck in Support Ticket hell before?

They keep a 'firewall' between Live Help and everything that is Second Life so Live Help can maintain credible denialbility. One would assume that when a avatar contacts Live Help - that they would pull up their Ticket History automatically.

This is just a guess.
But I think we are ranked some how in that ticket thing. Of course Concierge members tickets get acted on first. But then who?

For instance, if you had created the ticket with Briana(instead of your alt), I think it would have been answered more quickly.

Complete guess, but it does track with the response times i see.

Damn! Why didn't you tell us while you were still having problems? We could all have come along dressed you up and taken photos for the forums!

I have had tickets take anywhere from 30 min to so long I would have to dust the spider webs off to see. Concierge are supposed to take within 24 to 48 hours. How long they do take likely has to do with how much stuff they have to look at to answer the ticket. There is no reason a stuck avie should take that long.

Unless you ask about a specific ticket, I doubt our entire support history pops up. If someone has anything more than a page or 2 of support history, Live Chat would likely be squashed under each person they talk to.

I will say the last really long ticket I had, I poked live chat to see if the ticket monsters ate it. It was roughly another week beyond that before I did get an answer. The Linden who responded apologized up and down and took the time to answer a semi related question while I was talking to him. It was a really long ticket though with a lot of complications. (Trying to claim abandoned, never claimed parcels in a massive landcut.)

Do you want to bet? The ticketing system is not good, I nearly always try concierge live chat first and hope they don't ask me to submit a ticket. If it's pretty much not that urgent I try the ticketing system and it can take weeks for a response.

Concierge live chat is generally absolutely superb, the ticketing system simply isn't.

Same experience for me. Concierge live chat works very good. When things are not so urgent and I file a support ticket, it takes at least several days before it's even assigned to a Linden.

This can only lead to Live Help/Concierge being overloaded by people who ask there for help first before filing a ticket because of the ticket response time is totally unacceptable.

God if i lived in Frisco those people at the lab would be seeing me all the time.

I'd bring Philip some pot brownies.

I have only used the ticket system once and i had the exact same problem, I was stuck at SL6B, I did have to file two tickets the first attempt was unsuccessful but was answered very fast, once i filed the 2nd ticket the had me out in around 15 minutes. it took a sim restart to clear me out of the sim. I must have been lucky that night and reached the right support member, but I was extremely happy with the system. I only hope it goes so well if it happens again from, what i am hearing here. 4 days is way to long to be stuck

It happened to me once. Got stuck in my own land and i was helped the next day.
I submitted a few tickets and the responce was reasonably quick.
Off course, it all depends on the amount of tckets issues that day.
Just be patient, they will help you out.......sooner or later.

hjmmm....... doesnt give me much hope my new sim will be transfered and moved anytime soon...

Just to him though, you know if the rest of the LL eat them... nothing will ever get done.
wait... hmmmmmmmmmmmmmmmmmmm

Ticket priority system has to do how many of these questions can be answered positively:

- can I do it without breaking a sweat.
- do I wanna do it.

and the one that triggers them into immediate action:

- Is there money to be made.

obviously the only time I got a rapid response was, when I took over a sim from another resident.

pst next time just crash the sim your ghosted on.. its faster

oh...

I do have some sim crash stuff i forgot all about. Not on purpose of course, but over the years you sometimes come across a scripting/item combination that just kills sims on rez or execution.

I never use that stuff. I don't know... Seems wrong to do intentionally. I have no idea how SL architecture works so i would feel uncomfortable throwing a wrench into the gears just to get my alt offline.

My personal rule is that if the sim is empty, you are not hurting anyone. It does no real harm to the sim. All you have to worry about is making people get disconnected.

I think everyone at LL could use some pot brownies

I've had my share of ticket system hell. I do have a premium account and a few times I've just given up and called and got my issue dealt with right away.

In a few weeks you probably will hear back from the ticket. Probably mentioning that you should get around to closing it *sigh*

That does not get logged someplace that "so-and-so avatar" ran scripted item X that called critical failure Z?

I would have been banned ten times over.

Men in black suits and submachine guns would show up at my house and fill my computer with lead.

There would be at least 4 missile silos targeting my house at all times.

Anyway, with me as an example, no it's not logged.


(disclaimer, sim abuse is just a hobby. I always have permission or am an EM in the sims.)

lol

i will just call you if ever need a sim nuked

I got stuck once, came on as my alt and kicked the sh*t out of me till I crashed out.

Kinda was fun.

Yeah, sometimes just rapidly IMing your self with an alt works.

Oh, they *know*. 'They' are always watching.

/me hands Briana a tinfoil hat.

No thanks.

Those really do not work. But these do: http://www.stopabductions.com/

OMG that's hilarious! I absolutely agree that all former abductees should wear these