What do I have to do to get attention from support@secondlife.com ?

On Monday this week out of the blue I can no longer log into SL, because I get the message "Second Life cannot be accessed from this computer" Now, even though this message suggests there is something wrong with the specific computer in the meantime I am fairly certain this is not the case since I cannot log into SL from anywhere.

I sent support requests to [email]support@secondlif.com[/email] on Monday, Tuesday, Wednesday, and Thursday and we are on Friday and I have yet to hear back from LL other than a canned automatic response (and even that does not come every time)

Q: What do I have to do as a paying customer to get the attention of LL? This got to be the worst customer support I have ever seen. Even AT&T was better. Phone? Call them? unless you have a special number (I don't) all you get is a recording and after 5 minutes they hang up on you.

Anybody knows how to get ahold of LL? I have customers waiting for stuff and I can't get there for a whole week. HELP! Anybody?

Try calling..........

1-800-961-6851 (US and Canada)
(00) 800 722 00010 (UK)
(0011) 800 722 00010 (Australia)
Our direct number (not toll-free) is available worldwide:

+1 (703) 462-1695

I forgot to mention: Phone support is the same: non-existant. You get into an automatic system, that asks for your details and then nobody gets back to you. Tried that on Tuesday!

But thanks for the pointer, at least I know SOMEONE is reading my ramblings.

They promised us that Support was going to improve...........But its not even saturday usa time? why tuesday?????? Its friday your time no?!

Yes, it's Friday here, and so far I have not heard a peep from LL. Not even "F*ck you" Which would be better than nothing, because then I would at least know where I stand, and what they think about customer support and service.

The way it look I don't know if someone even read what I wrote, or heard my voice mails, or ...

Like I said: This is got to be THE absolute worst customer support I have ever seen.

Make sure to say that in your daily email to them. That and "I pay your salery, you stupid monkey!" and such. It will help.

I've been there before, I can understand your frustration, I am no expert either but in the past I have been successful in overcoming these kinda bugs by uninstalling and re-installing but then again what the hell do I know, Yes sucks when LL cant get to you right away but the scale at which SL has gown is mind boggling, a few months ago when I introduced a few buddies to SL, it was pushing just under 1 million users. Now we're on the brink of 3!!! I believe in this case, some type of compensation is in order weekly downtimes are un-cool.

Is this a trick question? You must be new around here; the answer that applies to most cases is "you don't".

How do you get to Carnegie Hall?

Nah, being impolite or nasty is not my thing.

But to answer my own question: I finally got at least a reaction out of LL. NO, not from support but from Robin, who contacted me after I sent an email to a few folks inside LL directly, instead of going through the official channels.

Why, I am asking does this have to be escalated and the CEO (Philip) of a company being bugged, when it could have been resolved much easier and much quicker?

Mind you: as of this very moment all I got from Robin is a "I will look into this" and no resolution yet.

From what I can guess from what happened with Furnation, if your account is under any sort of investigation you will not hear anything from LL or support. You will be locked out of SL and you will be in a communications blackout, especially on the weekends and holidays; if you do happen to contact anyone who will speak to you they will treat you like scum because they know you are guilty no matter the evidence to the contrary until someone from legal determines , "well, they are guilty of something, we just can't get enough evidence" at which point they might tell you what is going on.

UPDATE: I got locked out of SL last Monday with the friendly message to contact [email]support@secondlife.com[/email]. After 4 days of no reaction, even though I left multiple voicemails and emails I decided to contact the Lindens directly:

This email went directly to [email]philip@lindenlab.com[/email]; [email]cory@lindenlab.com[/email]; [email]joe@lindenlab.com[/email] and [email]robin@lindenlab.com[/email] which if you look on the lindenlab web site are the senior management team. I thought if nothing else I will at least see if that helps. I was at the point where it could not have gotten worse.

Then after a few hours I got a cryptic email back from Robin:


Again a few hours go by, and my account got re-enabled. No comment as to why, no apology, no explanation, no nothing. At first I thought if I get at least I decent apology and explanation I will not publish, because I am sure if too many folks do that they will not get anything done any more, but I did not get either, and so I cannot see any harm.

Go ahead folks, send the CEO and the other members of the senior management team your complaints, maybe that helps in getting the support team moving. I know if I did that a couple times that the CEA of the company I work for is being bugged because I don;t do something for 1 full week my survival in the firm would be rather short lived.

A personal note though: I do not believe in being rude or impolite. So, if you do send your complaints to the senior management team, and you want to get somewhere, even if you are mad as hell, keep it polite.

Well Andy I'm in the same boat as you now.
I got the same message coming up yesterday 11am PST, and here i am still writing to resolve this.

I too run businesses on SL which i can't get to, its very frustrating.
It's for this reason i feel the game shouldbe sold to a larger corporation that acts and
runs like a company and has the resources to provide a decent Customer services.

I can see why people get so frustrated in here.....i believe the game has gotten too big and complex for Linden Labs to handle......it sometimes take awhile to come to this realisation. I don't believe they have the manpower anymore to cope.

I have a Support request and a bug report in and Zilch.

Just like any other company. They only want your money not your problems.

Sounds Like Dogbert Linden is running the Support desk.

Well they now post that bug reports are no longer responded to. I believe it is now in the pop up when you do a bug report in world.

-DB

I have read all of your posts and alot of them I find to be accurate. With millions of people logging onto second life, it appears that time for customers may be limited. As the population of this world grows so does the issues. I do not believe that SL can handle over popualation. More bug and issues will increase. Unanswered reports...complaints will increase significantly over the next year or so. I play this game because it is fun but I have reached the conclusion that this is a good as it is going to be.

I believe they did not anticipate this amount of curiousity to this world nor the amount of new customers signing on. Lag and bugs will and always will be an issue. We, the customers, are the ones who give this machine it's life, without us, they'd be nothing. Keep in mind, as time goes on, you can't tell me that there is nobody else inventing something like this. Just watch and see...

you mean Teepe Linden ehheheh Look a little more deeper with that name a your fav dog heheh.

Why do peoples always want apologies? It is worth nothing excepted making you think they are humiliated, which they probably aren't anyway.

Apologies XD

Man and I thought SOE CSR's were useless but I think Linden is about to take the cake.

Pretty much since SL was aired on French TV and the population started to rapidly increase I can barely get on SL. I'm pretty much forced to just quit playing seeing the problem isn't resolving (it's been weeks). Quite upset about this.

I got so fed up with trying to access support I wrote snail mail letters to the entire board of directors. Haven't heard anything back yet.

honestly I think your just experiencing what the rest of us are I can't loggin for long periods stuff seems overloaded. However if i wait till about 2 a.m. my time when most of the world is either asleep or just waking up i can get in ..

2 a.m. in eastern time zone north america seems to see low traffic period not sure what your magic number is but if you can't login when traffic is very low then there is a different issue if its the same issue the rest of us are having they know but...

its a case of too much too fast and they can't handle it not sure how else to put it stuff is overloaded

No, at least Dogbert would take the time to insult you.