Falls in Customer Service

I seem to be running into quite a few more problems these days with the later updates and upgrades to the grid. This is of coarse an understandable hassle with trying to keep SL up to date and on the leading end of what it can do. Saying this though I have noticed quite the drop in costumer service of late. I have never really needed to submit tickets before so have never really paid much attention to them, until now. I run off a basic account and have done so for about three years now almost, and have payment data on file and yet cannot seem to have the ability to ask a valid question, based on the recent inventory search crashes.
The only options I can really choose from are ones related to my account and Linden transfer. This to me seems quite ridiculous as I can have a problem looked into if its on the basis that I can continue payment to Linden Labs, yet not have the same detail and effort put into things that may actually be more important to the situation at hand rather than if you can help me pay faster. It almost seems now that Linden Labs is more bent on income rather that quality of game play. The best that most players can now get is either a link to a knowledge archive or an automated response to your e-mail giving you even more links to the same archive. I'm sure quite a few other players would agree with me that opening Ticket submissions to cover a more broad spectrum of issues and access to a live chat help would be quite reasonable. One shouldn't have to pay extra on top of what they already are in world, to have the right for to quality assistance. One can simply say that its just a simple matter of upgrading, with a payment that is not truly all that much, true but in the end it comes down to the idea of the matter. SL is a community based program and it would seem that standing from Linden Labs point of view, quality of experience and customer support should come first in all aspects of game play.


Conscientious citizen, Thunder

Recent drop? Ha! And here I was thinking we were at the bottom because of the sheer difference between what I joined with and what there is now.*

*Now: Last August.

well it is true now non paying account have nearly no help.

but well you know it is not so different for paying account.

i am telling them since monthes that i have compatibility trouble between my graphic card driver and SL (which i am not the only one to complain about ) and that the only difference in my system between working and not working is the version of the driver. and that i CAN log in and that i just had FPS dropping under 0.6 which makes it unplayable

well a CSR who's name i will keep secret in order to save him shame managed to tell me that i had forgot to tell my firewall to let work on the net the new wiewer and that it was the reason i could NOT log in.


in other word you got a problem on A? welllll i dunnoo .... but if you had a problem on Z i think it is due to this

i dont think it is the work quantity they fail in but more the quality. a question like mine even my dad who knows as few on computer as to delete DLL files to make place on his hard disk could tell that my issue is a graphic driver issue and not a firewall one.

Live chat is maybe a bit better depending on the CSR you fall onto. i had 2 live chat yesterday. the first one the CSR after i had exposed my issue and my ticket waiting since monthes just told me to wait for the ticket reply and without even a polite word ended the com. the second one on the other hand looked through my ticket told me to write a new one with all the compiled info of the long old one and helped me writing it clearly saying that it woudl probably have to be pushed to the head of departement because it is indeed a huge problem to have drivers of one of the 2 big graphic card maker to be uncompatible with SL since over a year.

so all of them not bad. just need luck... loads of it...

I'm still waiting for the mainland region my store is in to be restarted, after posting a ticket a week ago. It take 2 minutes of someone's time to go to the region and click restart. Meanwhile I'm stuck with a load of ghosted prims and various dataserver event failures (never even seen that error message before, but it's only happening in this one region that I know of).

I should note I'm a premium member (have been for almost 3 years now) and am paying $40/month on land.