The HELP system !!!!!!!!

Hi ,

Well here whe are whit the new and improved help system,

the problem is : IT DOES NOT WORK !!

Sure the idea of it all is good, for NEW people , and what about people who are
lon ger in sl , or landowners ???

Well they just get NOTHING , previous you could just ask for a sim restart and it would be
done in a houre , now , it takes a day ( or 2 ) before someone even takes a look at it.

Linden lab , does not even want to hear any complaints or questions from the residents ,
pretty easy to just introduce a system that provides ( low ) help for newbies
make more blogs, go to this page, do this do that , go to our website and browse for houres of pure fun to find the answer on youre question that simply is not there because
people dont get a change to give there opinion.

All i hear is how great things are and how good linden lab is whit the help system/Service
while in fact they dont even have the deasantsy to look IN GAME if it works or not
they just leave the rest to rott.

i am forced to put my complaint here because i did not find a compliant section , which probably does not even exsist , since linden is to scared to hear it.

iam just only one man , one voice , there are many more who feel the same , feel disapointed , feel helpless , because ones agian they can do nothing but fill in a form and wait till they get there standard reply's.

iam not saying all is bad , but the new help system is just not enough , i liked the old one
better where you could ask a question in game when you needed it and get a response whitin 5 or 10 min THAT is service , the new sytem is a excuse to not have to do the work
anymore , its really sad to see that this part os sl has dropped so fast to a low level of service , this is all i have to say about it , but hey what does it mather ? nothing

its not like anybody listens or cares about it.

ps: in case the defenders of sl going to post a reply whit : aaah dont post here , post in a other section ,there is nothing wrong bla bla bla, pleaseee open youre eyes, people need so say what they think , if its not being made clear by linden lab , where you can to this , then this is what happens. if there whas one point where whe could give our complaints then whitin a week 40.000 will be added.

100% ack gino.

Same with me and my Credit card, it was good enough for the monthly premium fee, but when i wanna buy lindes it tells me card could not be billed or that something unexpecvtet has gone wrong.

I tried to contact some lindes inworld and hej it was funny, every linden i send a message goes offline shortly after the message or dont answer.

Funny is Blue linden was he only linden employee who answers my question.

So i called the really helpfull hotline or better really not helpful talking computer voice with total horrible music. I called form germany so its not really cheap, i tried it 3 times and evertime i was hold for 20 minutes and then the connection was terminatet, so no one really helps me.

My ticke is also not resolved.

But the funniest is, that linden labs tells us that premium users have a good working ticket system, a hotline for questions and much more, but where the hell is this wokring ticket system and the hotline?

sometimes ißü´m really not shure why i should stay as premium user, i payed my tier to anshe chung so theres no real reason, and linden labs really dont show me any reason why i should pay for non service, for non help for non working second life.

Problem is, that lidnen labs always create new features but no one really need or want this ffeatures, but alle users want a working second life without itemlost, moneylost, not wokring teleports, crashs and such things.

a good friend asks me how many employees linden labs have, and hej i cant answer it cause when i look how good they do there work then i think maximum 3 and all 3 arent really proffessionell in there work.

So this is supposed to be a restricted thread, only to whine and complain, while nobody at LL is listening? Well, whatever rocks YOUR boat I guess. I'd better not mention that the two times I needed help, the new support system worked and I was able to communicate with some Linden to solve my problems-one of them was about credit cards as well, so I'm not talking unimportant stuff. But if I did that, certain people would come and call me fanboi, which, incidentally, is a term (and a spelling) that give me the hives, me not being a boy and all that, and certainly not approving of all that LL say/do, but some people only SEE black and white....I could go on...

@alyx:

So if they help you with your problem its good and i´m happy that they could help you, but a comapny like linden labs which tells the user that they are a large company of proffeisonells, should also do a customer support like a big company and not like a small 2 person company in someones garage.

Its totally unacceptable that you call a hotline within the hotline time and you can call and call again and no one answers your call only a stupid computer voice wich allways tell you you should look unter the FAQ.


Also when this company is online in their own product in this case second life and a customers asks a question then the totally minimum is to answer and not wait 5 minutes then go off or wait 3 hours and then go off.

A support ticket ok it must not be answered in 5 minutes but in 10 hours or 1 day it should be answered or at minimum it should be read and not always says new.

Its different if i buy a offline computer game and it doesnt work then the support can need 3 days or 4 cause this days dont cost me more money. But her ein sEcodn life every day cost me REAL MONEY, every item i buy cost me REAL MONEY and also every day with a dont working SL cost me REAL MONEY. its ismply not acceptable that mostly all lindens hide behind her desk and dont answer on customer questions , and also its not acceptable that really 99% of the customer wishes and questions about second life arent answered.

Ok the ingame support cant help with billing issues, but why they cant help? when i call the hotline, its the same as when i send a message ingame. also why the hotline mostly no one really answers your call? where are all the linden lab employees, hidng behind their desks, or doing a vacation?

I dont say Second life is totally shit also i dont say LL is totally stupid, but the customer support is the most horrible support i ever seen. and you can believe m ei dont see it black or white, i see it in all collors, but i think when you look at the entire situation you would say the same like me or other customers.

Second life has more bugs then all windows versions together, but every new version only show more bugs and not fewer bugs, so why linden starts implementing new features like voice, scultet prims and such things no one really need and also a great amount dont want? why they dont sop with releasing new features and start fixing this bugs. Why Group messages wont work this bug is hmm let me think aroudn 4 weeks old. why items still dissapearing from your inventory this bug is older then second life .

And when LL dont start fixing this bugs, and also then presents a customer service wich in real is no service, then its totally clear that mostly all customers are upset.

I played many online games before secoond life and some of them are also only american or english support, and some of them also have bugs. but when i call in this games a employee of this company then this employee responds within 10 minutes and also in 99% can solve my problem directly, also support tickets are answered within 1 day. oh and bugs, this bugs are fixed within 2 weeks normally, her ein secondl life bugs arent fixed but new bugs are createt.
Whats the benefit from voice when i cant teleport or cant send group messages or use a group chat? or whats the benefit when items i bought as fuull permission for over 10K dissappeared permanently from my inventory?

And thats the problem, all bugs and errors in Second Life arent propperly solved but LL always tells us they are working on it, but theres no real change. They tell us that they dont pay back for lsot items cause this items arent real and also L$ arent real, so when this both arent real why i must pay real money for them?

I'm kinda relieved to hear that as I haven't had to use the new system yet and I'm wondering how it will work when I do. I had poor experiences with the old system so I am really hoping it has improved. It is important that people with good experiences post too so that the rest of us can get a balanced view.

That being said, I really feel for the OP. I felt very distressed when I needed help under the old system and the two problems I had (a griefer with scripted objects and not being able to log in) took3 weeks to fix!

i gues you are one of those people alyx , Gongratssss that youre problems where solved
Ps : Read my post agian iam talking in general. i already know all standard answers
wich always ends whit : thank you for youre patience.
there are alot more residents some whit probs , some who live in heaven and thinks
that all is great, if you tell it enough to youreself you eventually will believe it youreself.

OMG! Frustration, frustration, frustration. You would think with a premium account I could actuallly get through to someone about billing questions. Instead I spend 2 hours worth of being on hold and then get either a message that says, "You've been temporarily disconnected" (someone please expalain to me how you can be temporarily disconnected ... isn't that like being sorta pregnant?) OR "Sorry no one is here now, try again in 30 minutes". What the hell! Yeah, sure I have nothing else to do but sit around and call the billing line all day long. I'll just quit RL, np! Linden Labs.. I am tired, no weary of hearing "bear with us, have patience". Do something about these support woes or just tell us to go somewhere else!