LL Customer service

I've read a lot of of comments in this forum suggesting LL are only about the money and not customer focused. Firstly in a business such as this, which is for most people entertainment and therefore when it stops being fun will be sacrificed from the RL, making money and customer service are not mutually exclusive.

My personnel experience with the support system, which is via support tickets, has always been excellent. I receive initial contact within 24 hours, possibly quicker but time zones mean I don't notice until I relog on, and there are normally a number of suggested solutions and scenarios offered. The responses have always been polite, even when I've directed my queries to the wrong areas. So, wondering if I had just been extremely lucky with service, I went on a search for some actual data.

I found it, a number of charts
http://secondlife.com/support/statistics.php

And these charts all show a trend in a direction that suggest ongoing improvement.

Next I went in search of some actual data on performance. Outages down, Region crashes down, Viewer frame rates up. Region FPS below threshold, sharp increase in April of this year. That's when the OS thing took off right? The trend on that chart is a step backward that any business looking at improvement of service would start monitoring over the next months.

http://secondlifegrid.net/technology-programs/service-metrics

Personally I'm not happy about the price increase, but anyone who works in business and improvement would recognise that the trend lines at LL are all heading in the right direction for providing better customer service, EXCEPT the region FPS. It appears that the reason being given of decreased performance is what the data is showing them.

Well, I understand what you are trying to say, but the problem is, that these statistics come from LL. Therefor you can expect a lot of people, who will reply to this post, say that they dont count and that the statistics are manipulated etc. to keep the tune of "Greedy company conspiracy against helpless user" sheme that is going on since the OS price accountment a few weeks back.

Ok, there are those who say they work or own a business and claim that LL does it all wrong and its not customer freindly. Thing is, not everyone of them works on something like SL and if they own a business, they will have noicted the problems regarding the finacial crisis and the rezession going on and that people spend less money right now.

Many people think that they are excluded from the increase in customer care, but by a userbase as large as that of Second-Life (Dont tell you there are only 130.000 people using SL, thats bogus), it means that not everyone can be taken care off.

So, ti sum it up: LL needs to increase, hire more people and grow with its product, but right now, with the current situation on the finacial market, things may take much longer.

The new Open Space sims began appearing in March 2008 when they were first announced months ahead of the beginning of the performance problems.

Windlight was RC released in May. This is when the performance issues began manifesting.

Windlight was officially released in mid July.

Windlight is the correlation to the performance issues and we all know the DDOSing effect of the Windlight viewer caused and continues to cause the problems.

LL went looking for nails with a sledgehammer instead of analyzing the facts AND metrics without regard to sacred staff or projects.

Argue and yell all you want nothing is changing and I personally think the viewer will intentionally remain broken now because fixing it would make someone look really bad.

um....


March - OS start appearing
April - Region FPS threshold bad nearly doubles
May - Windlight RC release/FPS moves another 1%
June - FPS starts to improve
July - Windlight official release/FPS shows another improvement
August - Another improvement in region FPS
September - FPS poor starts to level at around 3%

Out of interest, which calendar are you using that has March months before April, and July before April at all? Do you have other facts and metrics to present? Just curious since the ones readily available suggest an OS correlation for FPS getting worse.

The numbers related to under 35 fps are useless.

Look at the under 20 FPS.

Try again.

Well that is right. Everyone with years here is wrong.

I am so glad that a brand new person was able to come in and show us all the error of our ways and guide us back to the light that is Linden Lab.

Hmm i`m going on 4 years this January as a resident in SL. My experience with their "Customer service" has been terrible when it comes to the serious issues.

If I had a simple problem it was fixed quickly and in a polite manner. Good. That is how it should be.

However, when I had a more serious problem they had no answer for, I was ignored, brushed off, and thrown elementary level solutions. I received more help in the RESIDENT ANSWERS forum then I did from LL. Seems backawards to me. Residents are not being paid to solve customer issues yet they do.

My favorite memorable blowoff was with Jack Linden several years ago. I had a very bad land problem he apparently did not know how to fix, I decided to take on the job of IM`ing him everytime I saw him online, never got answered. Finally I received a response...which made no sense... he quickly commented "Oh sorry wrong chat window"...Never heard from him again. Nice one.


I would rate the customer service I have received from them a 1.5 out of 5. Very dissatisfactory. Though I do believe there are certain LL employees who genuinely do want to help and fix things, they just are not properly trained, and therefore can not.

If you have a simple issue, then CS seems to work fine. I put a ticket in on 11/24 to trade in my OSS for a regular sim and here it is 12/6 and still no answer from CS. I can't think of any other companies that I've dealt with that have such a low turn around time, even if it is just with dealing with the OSS problems. They knew this was coming when they started changing things, but didn't bother to ramp up for the onslaught of support tickets.

All I know is my sims better be converted before tier is due on 12/9, although I'm not holding my breath. That just means another support ticket to wait for them to clear up their billing mess. This happened to me a few months ago where they were charging me tier for a regular sim instead of the tier for an OSS. It took them a good week before they responded. Granted, the issue was fixed very quickly once they responded, but it was just getting someone at LL to actually look at the ticket. I'd be curious to see how many tickets for OSS conversions are currently sitting in queue.

Just another let down from LL.

this is true, I think there are many basic Linden workers who want to do their job fine. And they often do. Each time I submitted a support ticket, I had a reply in 24/48 hours. Often the reply was bringing the info or solution requested. And when they did not, it seems that they simply could NOT bring this solution, because there was a hitch somewhere else. This was the case with some griefing issues I reported, and which were never solved.

Personally, I have found the experience slowly worsening from around the beginning of 2007. The time Voice Chat was introduced.

But hey, what the heck do I know. I'm sure the techies who weren't around then have probably come up with the right answer.

I guess like in many (every?) company it all depends on who you talk to in the support. I for myself can´t complain too much as all tickets I sent in were reacted to quite fast. On the other hand all of them were easy to handle Talking to Lindens inworld for me is the funnier part. While most of them are at least polite enough to show me who to adress or how to handle something, my favorite Linden said "I don´t care about issues as long as they are not mine". In the company I work at we have those guys from Quality assurance... I wouldn´t dare to say that to a customer so - kudos!

Well..that is if they can do a standard reply. Fact is, if you ask them to rename a sim or transfer or for a convertion you wait 14 days for it!!

Imagine that in the convertion time your sims are just there and waiting for it, it costs sim owners a fortune to wait 14 days for it.

I think 14 days waiting time is unacceptable from a customer service, 5 days should be the response time from them, but it seems they dont care about the mess they made with the price increase and think the sim owners have to wait 14 days with empty sims till a convertion or transfer is done.

I do call that BAD customer service.

In our company we have a max response time of three days but thank god we don't have a million customer base... I just wanted to point out that there's only one thing worse than bad customer service. It's bad communication skills. Let's not talk about the combination of both.

In terms of support when I use concierge support I've nearly always received outstanding service.

Ticket system, I've found that very poor. I have an issue now that has been going on since Wednesday regarding trees encroaching that nobody can be bothered to resolve or they think it's not a problem. This isn't acceptable.

claran, an issue since tuesday, i hv an open ticked since the month of may

I have one open since March but that concerns the behaviour of their governance team and LL staff on after hours mischief in SL. No chance of every getting a reply but I will maintain it open.