Support at second life doesnt answer anything ???

I sent a request to [email]support@secondlife.com[/email] on friday december 30th. i received an automated canned response and an ID of [rt.lindenlab.com #170406].

since then, nothing...i have written each morning this week and have received absolutely zero response.

maybe a paying customer having their first land taken over by "governor linden" is acceptable, if thats the case send me an email back saying to go take a flying leap and ill cancel my account.

but to simply not reply at all. thats the epitome of lousy customer service and uncaring attitude

I feel for you. I have yet to get an answer to satisfy my problem. I have been two weeks with packet loss hitting as high as 400%. All the cookie cutter responceses did not help me at all.

I've found that they take well over a week to reply to support emails. The same goes for abuse reports. Maybe they're email server is running Lotus notes

Girl if u think december 30th is bad try November 4th

Yes, i figure because of the holiday, it can take some extra time. but the canned response says possibly as late as the "next business day" if that is not the case, then don't say it. it is lying. I worked 4 years for an outsource partner doing technical support for microsoft games and hardware, and we NEVER let a customer go even 2 days without contact. even if you have no answer. customer service dictates you at least conact the customer and let them know they are not forgotten. especially PAYING customers.

it saddens me a company will allow their staff to be so callous with their customers, but i suppose if you are making a ton of money and you dont care. then you dont care.

I'm not sure that they make a ton of money, I think they would have better customer service if they could afford it. That said, I agree 100% that support sucks.

Look at my join date. I have up till now never received any response to my support questions. Except once, when my VISA was renewed and suddenly didn't work. That was pretty critical, so I'm glad I got help with that. Turned out it was my bank screwing up their VISA database. But it is annoying to cough up USD$125 every month and not get ANY your questions answered. The subforum 'Hotline to Linden' has actually been the best way to get a response, but hey, they closed that too now.

Contacting in-world liaisons can also get a response, but most of them are just that, liaisons, and can't do much more than ban the occational griefer. I've had my sim down for hours, because the online Liaisons couldnt restart it, but had to wait for a so-called Grid-Monkey to wake up, shower, eat his breakfast, read the morning paper, drink some coffe and eventually drive to work in the rush traffic.

If it wasn't for the fact that I cash out way more than I pay, I wouldn't be here. I can manage without support as long as the cash keeps coming.

Hotline has been renamed to "Secondlife Answers".

I think [email]support@secondlife.com[/email] has me on mute, I've never gotten other than an automated response.

Perhaps they should change the name to Afterlife Answers.

I guess I am a lucky one, they have always responded to me in a timely fasion.

I have gotten responces, but always a cookie cutter answer. "Look at this in the troubleshooting," or "Its your ISP". The most orgional responce was when I suggested that SL may be the cause of my problems. I was almost yelled at for even thinking that. It was a post in the Secondlife Answers section that I have seen any promise of real help, but I am still waiting.

Yeah, same here. I've had a few criticial problems, and LL support
has always gotten back to me promptly.

Is there a reason people refuse to use the telephone?

I'll never get used to that new-fanlged technology

i tried live help when i found my land taken over, and they told me to email. guess thats the way they "punt" the customer as well...

That...sucks.... I on the otherhand, had to email support AND billing all together about 6 times yesterday... Each time I got an answer in less than half an hour, so both of the problems were solved during the same evening. I found the answers helpfull, and didn't even think it would be a rare case to actually get a reply from there. I really wonder what causes the slow responce/no responce...

*edited*

We've had a WoWser billboard already today, and now Prefab.com
sends a representative too.

I love the world , thats the problem, the land in question that was stolen by the government (imminent domain?) is connected/adjacent to the other peice owned by the "almost" purchaser, and we do live on them at the same time with several other group members, if it truly gets taken, we lose half our land...it is just not right.

my main complaint is the complete lack of any response, not even a, "hey we dont have time for your piddling problems right now, but it wont be sold, we will look into it when we are darn good and ready to"...

What did they spend that $7 million they recently received from the eBay investor on?

My guesstimate of their operating costs is between $6M and $8M per annum with revenue at between $2M and $4M. It doesn't take long to go through cash at that rate.

I remember a time when numbers like that boggled me until I had to budget for expenses like that. No, I'm not going to give my calculations because I don't think it warrants nitpicking; I'm pretty sure I'm not off by a factor of 10. I will say that I looked at staff size, typical per head costs in SF amount of vLand and tier costs. I also spent about 4 minutes on my deep analysis.

Point of the matter is this stuff is expensive and LL's staff has not grown nearly as quickly as its customer list. Something's gotta give. I will credit them for being pretty responsive on billing issues which I think most customers would prefer to shorting that for something else.

then the service should exist!!!

wow...then the company runs at a 4 million dollar loss each year, spending 2 to 3 times what they bring in...what is this someones tax shelter...??

i am the "buyer" who didnt follow through/verify the sale, and now the land in question isn't the "sellers" anymore? and nobody will give any information or help?...pathetic..