Staff lacking in a bit of courtesy.

This has been simmering in the back of my mind for quite some time, but I'm of the opinion that quite a few people bearing the "Linden" last name could use a course in customer relations, and dealing with the public.

First off, several times IMing live help, with a question that may be simplistic, but very relavent to what I was doing at the time, I've recieved rather curt replies, been brushed off, and generally made stupid. Live helpers are great, I've been able to have them come out at times for bug repros, and explain workarounds for bugs created by updates, but some of the lindens seem to have a holier than thou attitude.

What prompts this post is the series of grid-wide notifications that came from several liasons, informing the grid that they were "aware of the issue" and to "NOT MESSAGE LIVE HELP" (their capitals, not mine). Now, asking residents not to message live help is a perfectly legitimate request in a situation where Lindens have better things to do than answer a million "wut going on?" queries, however, the method of delivery was a little juvenile. Something that wouldn't grate so bad would be to post a blog entry explaining what is happening, before sending any messages, then sending ONE gridwide message saying "Hello! We are currently experiencing a self-replicating object attack. Please refrain from messaging live help regarding this, we are aware of the problem and working to clean everything up! Please visit blog.secondlife.com for status updates."

The first message sent left me taken aback, the second was a bit annoying, since there was no mention of exactly what was happening, only a "shouted" request to not message live help. The blog entry didn't appear until after these were sent, leaving many residents morbidly curious about what on earth was happening, and no way of finding out.

I realize that grid attacks are not the fault of LL, and I understand downtime is necessary in order to fix them, and am not complaining about that. It's sort of a fact of life we all live with. It just annoys me somtimes when the actions of the staff add a little extra sting to the already annoying downtime

I'm very happy with Second Life, and not about to leave any time soon, but I would like to bring my concerns to the attention of Linden Labs, and hope they'll be heard

Cheers!

CCC

<edit> Fiddlesticks! I realized after I posted, that I posted this under an alt! My main account is Clinton Oddfellow, Terribly sorry for the mixup >.< </edit>

While maybe not the best response, sometimes when several hundred or thousand people hit the forums, or Live Help all at once with the same question, saying in effect, "Please! Not all at once!" seems like the only thing to do.

I agree -- shouting isn't the best response, and we apologize if it seemed that was happening.