Bought an Island - disgusted with support.

So I called to cancel the island. I'm told I have to contact the exact same people by email that have been ignoring me for 4 days now.

I was also threatened that if I did a chargeback, my entire account would be closed. Not that I particularly care at this point.

I just can't help but laugh now. Time for a call to the BBB I guess.

Nope, I've been calling the main office, I don't have a direct number for them, and haven't been given one. I'm told to email email email.

This is also the 2nd full business day that i've needed the help. No reply.

I rent alot of servers for work things. I pay a much lower setup fee(most of them run around $250), and about the same amount per month and still get prompt 24 hour support on any issue that comes about.

I couldn't imagine trying to run a business within this game with this type of support. They have a 24/7 game, but limited amounts of support. Just more salt. Sales and billing I can understand working only during business hours. Technical support should be available 24/7, considering the amount of money involved in these things.

Hmm , maybe you should verify they have the correct email, you usually get the # and a welcome letter once you purchase an island..
Anyways the # is 800.977.6731

I finally get a reply back today.

Hello,

Thanks for writing. Unfortunately, as it has been greater than 48
hours, we will be unable to perform any form of autosave restore on this
region.

Lee Linden


How's my driving? Rate Second Life Support:
https://secondlife.com/account/csr-survey.php

Yep, that is that wonderful customer service that you pay for. Don't you feel smart for paying Linden Lab that kind of money? The pathetic state of their customer support is outrageous.

Wow. Just...wow.

Clay I am really sorry this is happening to you. what is strange the threaten account action on you but its ok that they taking this long to process your problem.

Sorry about that Clay -- our Concierge staff are currenly available only during business hours Monday through Friday. Your request seems to have just missed us on Friday. Currently, our afterhours and weekend staff need to spend their time dealing with hardware failure and other catastrophes -- but were working on extending Concierge service to more days and longer hours.

We'll have the grid folks take a look and see if there is an autosave near the time you've requested, and send someone to have a look at your Estate.

I called the number. And I get the same person I've gotten for everything else, michael.
(who is nice btw, just isn't in a position to help).

So yeah, I've actually been calling that number since it happened.

It doesn't make sense to have a 48 hour autosave policy and then periods in excess of 48 hours where one cannot use the autosave service.

I'm not sure if that requires a business class or a math class.

Ok I have to ask. Why in the hell could Lee have not said the same thing, and gone out of his way to help, instead of just sending off a terse and pointless email and saying it couldn't be done. Just churning out another "oops, sorry we can't help email". I had the same response when a build disappeared from Mavericks after an upgrade of the server, when a bug with group return destroyed my house, and when every scripted item on my land disappeared. Same response - sorry, can't help. How many hoops do customers have to jump through to get a modicum of support out of Linden Lab. Your efforts are nice Daniel, but again, why does it take a public thread like this to shame LL into doing what they should be doing every time. These customers aren't paying you $9.95 a month - they are spending hundreds of dollars a month, and getting worse service than you can expect from a cut rate web hosting company.

cyn linden???????? might be a better route to go.

I just got a call from michael. He says they can restore the island back to midnight on wednsday, which is pretty close. We'll see how that goes. I'm most likely going to lose my roof, but atleast the majority of it would be back.

Although at this point, I'm somewhat torn. I obviously wanted the island, otherwise I wouldn't have bought it. At the same time, I am now completely worried about any future problems that may occur. What if I put more time into it, and this happens again?

Just truely disappointed. I also feel sorry for michael, as he seems to answer the phones for everything and has to deal with this. Nice guy, sucks getting mad at nice people.

When things gone badly wrong for me is SL I just start IMing every Linden I can find online. Usually I can find one who will and does help me. Now when things go really badly I IM Philip himself. To my pleasant surprise he has been very repsonsive to my problems and I am not FIC (I have three merriitt badges to go for that and the 20 mile hike). Overall I would rate my customer support experiences as an "8".

Am I sucking up? I hope so.

Could have been worse, renting is just as bad.....But that another story. Problem is CS If you get a desent person like michael is a good.
Good luck to you

You poor thing LOL Im my last club i was running top person in the club toldme to spam the hell out of ALL the lindens and to have me file abuse reports ABOUT THEY LAG PROBLEM ( thisis a really High IQ person here to do this.OH BROTHER)and to start telling the members to file abuse reports telling in the reports about lag in the club..... This is how low and brainless this guy was. Atleast clay has been patient enough to deal with this is a adult matter instead of a a abuse the system to get attention to his problems.
Problem is these days is people just don`t use common sence anymore.....

Wow they pull out all the stops when some negative attention is thrown their way. A far cry from Lee's "sorry we can't help you letter". It's just a shame what you had to go through to get that assistance.

Yeah, I think that original message was abysmal, especially the time taken for a response.

Let me apologize for the delay in responding to Clay. His mail came in late on Friday, but he should have received a more helpful answer today. We are increasing the number of support staff, including concierge support, and hope to be able to offer 24/7 support both via email and phones, in the next few months.

Thank you for stepping in and taking responsibility for this, and acknowledging the problems. I would not be so strident about it if I didn't hear this over and over again from people, and if it weren't so frustrating to see that it took a lot of negative attention to get action for Clay. He was lucky, many other people haven't been. It is one of the key issues that has kept me from getting a private island, and at times with my experiences with support, made me question the $300 a month I am already spending on land when I have been treated so poorly repeatedly by tech support.

I recognize that LL is going through growing pains, but the problems with support have been systemic for a very long time. I hope you recognize that throwing more people at the problem isn't enough - you need people in the position who are sympathetic to your customers, and don't talk down to them or dismiss them outright, another area your support is lacking in (I am sorry, but the common complaints about Lee Linden should at least tell you there is a problem). All of LL's customers, from free accounts up to those owning a multitude of private islands, are important and should be treated with respect. Customer service can make or break a company, especially at this stage of its growth.

Thank you again for responding, Robin.

I think it would be a good idea to offer automated rollbacks. Would be a lot of work, but save a lot MORE work down the line.

Automated roll backs? can you please explain a bit more what you are implying?

Haha, unintentional comedy. What I should have said is, automated on request. You go into the estate tools, there's a list of snapshots, you click the one you want, it gives you a big frightening warning, then it tells everyone to get out and reverts to the selected snapshot.

you do realize that would be an easy way to copy no copy objects right?

I pick up everything from the sim, pick picture B, roll back sim, everything in my inventory and all new stuff on the sim.. not going to happen.