Customer Relations...is anyone at LL aware of such things?

Generally, I've been pleased with the way that LL responds to my direct problems, however, I have a major problem with the way that larger problems are handled.

I think we all can understand that grid problems pop up, and times access must be denied to the residents. But why must everything be so abrupt when problems pop up, and explanations always late and lacking any real information?

A little bit of customer/resident courtesy goes a long way toward goodwill and general positive feelings.

Maybe the problem is that the LL staff is composed of people that don't understand human nature. If that is the case, hire someone with a little customer service experience, and have them on hand to post information bearing notices on a timely basis.

Also, if we had a couple of minutes to clean up before dumping everyone off the grid, maybe we wouldn't have the big problems with lost inventor items. There has to be a better solution in this area too.

-Vx Shaw-

I sure am a fan of the personal touches, Vx. (You can see a lot more of them @ my blog, http://torley.com .)

One significant problem we've been wanting to address is to have gentler, more informative ways of communicating when things are wrong.

Another related thing is a breakdown in communication channels--I'm aware that the gridwide announcement system failed when we tried to get word out inworld of what was going on. As a result, it comes off as "Linden didn't bother to tell us anything!" Which makes me really, really sad.

In which case, Kelly and Robin quickly hopped on the forums (and they were running slowly, too) to announce:and we do have an extensive history of updates in Announcements & News:but we do need a better system. Something more resilient, agile, simple, that'll automatically reach inworld.

Meh, it frustrates me that the Message of the Day only appears after you're successfully in the login process--otherwise the info could be distributed first, cutting down on confusion.



I wish so; I always hope for the best. In this case, extra time for preparation wouldn't have made a difference because of the damage done that had to be repaired via emergency procedures. The extra "clean up" would have been lost. And it sucks.

When things are done like region restarts for maintenance, we do our best to give advance notice so even if there's a surprise, there's time to prepare--just as you said.

Please feel free to email me personally at [email=torley@lindenlab.com]torley@lindenlab.com[/email] if you'd like to talk more about the warm, friendly stuff.