It looks bad from this side of the fence

Well, folks, I said I would play it all out here, here it is.

Start 06-06-06, somewhere about midnight, a conversation in SL:
"Sorry my friends, I want to start the club, but I am having severe technical issues. Live help was a total ass to me, so I am going to email LL in the morning."

I emailed, and recieved a quick and encouraging response:
**************************************
Hello,

Thank you for your inquiry.

I appreciate your detailed description of the issue. I also see that
you've been submitting crash logs whenever you crash. This is quite helpful.
Here's what I see that stands out in your crash logs:
Wearable download failed: Asset request: failed
*edited for privacy*
This message is repeated throughout your log, and leaves me to believe
that it's possible that an attached object may be the source of your
troubles.
I would like for you to detach all objects from yourself and respond
with the results.

If detaching all objects does not resolve the issue, I would like for
you to attach the log file generated by Second Life during its inital
startup phase in your reply.

The file is labeled Secondlife.log and is usually located in the
C:\Documents and Settings\(your user name)\Application
Data\SecondLife\logs folder on your hard drive.

If it does not appear in that directory, you will need to turn on hidden
file types. To do so, please select the "Tools" option at the top of
your open folder, then select "Folder Options." Next, click the "View"
tab and select "Show Hidden Files."


As a side-note, you've probably got this covered, but just to be sure:
You mentioned you have a fresh install of Windows and that you are not
running any firewalls. Have you shut off Windows Firewall?
Also, have you checked to make sure your router is configured for Second
Life? Check here for information on how that's done:
http://secondlife.com/tiki/tiki-index.php?page=TechConfigFirewall

Regards,
*****************************************


My next email I replied with the information that was requested, made sure my router had the correct serttings (it did), and sent some screen shots in. The reply was next day, and although not as quick, still as hopeful.



******************************************
Hello,

Thank you for your reply.

Your log file looks much, much cleaner, but I'm seeing an unusual number
of dropped and delayed packets.

I'd like to see if we might be able to track down the source of the delay.

A link to a useful program (WinMTR) for tracking down the source of
problems with connecting to Second Life, along with instructions, can be
found here:
https://secondlife.com/tiki/tiki-index.php?page=Experiencing%20packet%20loss

Please get back to us with these logs and we will see where the problem
comes from.

Also, could you please tell me what type of router you are using?

*************************************


Again, faithful and happy that I am getting something done, and there are responses and questions. A ball is rolling, until the next day......



*****************************

Greetings,

Ouch. That's definately some heavy packet loss. The first node would
be your own network then usually the 2nd/3rd node is with the ISP. We
can only control behaviour that goes on in the pnap area as that's our
own network. The team is looking at improving stability for computers
that meet our system requirements so hopefully the next couple patches
will stabilize such despite the heavy packet loss. I would keep running
WinMTR for a while at times to see if the packet loss continues and show
those logs to your ISP.

Regards,
(this was a different Linden than the one originally emailing me)

*******************************

Needless to say, I am not happy.

Why the hell am I shunted off the tech who was working with me? Why the hell am I told off basically, and told to wait for patches? Yah know, I might have stayed and continued paying for months, if I felt I was being worked with, and my problem was under investigation. I am so angry over this, and even though I wrote and asked the same question, all I was given was a blank How are we doing response. SINCE I GAVE ONE ALREADY, this is doubly frustrating, and insulting as well.

If 1.10.3 does not fix the problem, I will leave, as I have basically been told I don't matter.

and as to how long has this problem been going on

/111/8a/110189/1.html

the one forum I posted in, out of approximately 20 that I counted and read with very simuliar problems, and an unestimated number of folks who responded and said they had these problems too.

From this side of the fence, it looks like LL needs to fix this with 1.10.3

1) I don't think it's efficient for any company to maintain a list of exactly which staffers handle which customers (especially if the staff do rotating shifts and thus this would impose an administrative overhead as well as delaying the response to the customer).

Your problem seems to be packet loss. This is NOT under LL's control, but rather has to do with your internet connection. Realise that SL does not cause the packet loss, and the patches the Linden concerned is describing are things LL is doing to help mitigate the effects of packet loss which aren't really their problem anyway.

Really, it's about all LL can do to try to compensate for packet loss on YOUR connection which they have no control over. Personally, if I were you I'd be grateful you got such detailed help, for a problem which seems, to me, to be related to your internet connection and nothing whatsoever to do with LL or SL.

Not strictly true, if everyone in a sim is suffering packet loss then it could well be LL end.. but in this case I tend to agree it looks like a problem at the OP's end.

Problem fixed, and umm, yes, it was LL.

I rarely post back to trolls, as I rarely even post, because there is always an arguement, rarely solutions. In this case however, I really wanted to reply.

Opinons of whether I was right or wrong on a technical question? Thats just the dumbest thing I have ever heard. May as well argue over the color of blue. Next time, if you have nothing but your opinion, why not do us a favor and shut up. I posted this to show what happened, as I promised I would do. It was an honest and non-lying expose`, yet you turn it into your own private "Me and LL are right and this guy is stupid" flame. Way to go bubblehead.


**** Angel Fluffy ...1) I don't think it's efficient for any company to maintain a list of exactly which staffers handle which customers (especially if the staff do rotating shifts and thus this would impose an administrative overhead as well as delaying the response to the customer). /endquote

Repeating use of the same agents? It is a proven customer service tool, and quite honestly the reason behind having ticket numbers in the first place, so that the problem can be fixed and worked on by the same team. And you dont read very well do you? I mean, I am undereducated, poor, and dyslexic, and even I would have noticed that I said I was willing to work for months with a company that says it is working with me. You might want to try reading a post before you flame it.

**** Angle Fluffy Really, it's about all LL can do to try to compensate for packet loss on YOUR connection which they have no control over. Personally, if I were you I'd be grateful you got such detailed help, for a problem which seems, to me, to be related to your internet connection and nothing whatsoever to do with LL or SL. /endquote

Don't do customer service in any measure. Your lack of concern for the customer here is the same as any big company who thinks it is right and the customer wrong, and its the one thing that really ticks off people. My problem was NOT packet loss, which I explained, this problem is not client side, as the multiple forum messages testify.

Grateful? You sound like a lapdog.

I am not a dipstick behind the wheel, but a hobbyist who spends a great deal of time playing with my machine. I know the basics of most technical aspects of the internet and computers, and have been doing so for 25 years.

Lets take this one step farther as well. In good customer service there is this thing called follow up, so that a smart company can see whether or not the problem was resolved or nay. Follow up here? LL send me an email asking if it was fixed? Nope, just an end, and for data that could have been useful to bug finders in the future. Sorta like the quote those who dont study history are doomed to repeat? Hmmm, no no, no colliquialisms here, this is the forum, where the stupid can be heard above the rational.

Go cheer for LL somewhere else, they were wrong, and it happens that way sometimes. Am I still mad at LL? Yep, until they resolve the customer issues. Am I happy that its fixed? Of course, I want to play, otherwise I would have said bye 2 weeks ago.

That being said, I am done. To those of you in the forums who help, and who's knowledgable replies I have used in my research on how to play this complex as hell building paradise, I do salute you. You did not reply with such dribble, and I would not think you would. I myself will go back to being a ghost here, only perusing the forums for those kinds of replys.

You other two, please, just leave me alone. And no, I wont respond or even read this thread again.