Email support too slow. Wy not in-world support?

Currently I have a big problem with my avatar. It appears as all black (copletely black: face, hand, body, clothes, eyes...).
Now it seems it's a problem with my configuration (don't know if hardware or software) so I understand it's not an easy problem.

Said that it seems to me that email support is really too slow. This is what happened:

first i contacted live help and they forwarded me to the support (after a few suggestions that made the proble worst).

Sunday, August 20, 2006 9:23:03 PM: first mail from me to the support
Sunday, August 20, 2006 11:42:56 PM: reply from the support asking to turn off the avatar vertex program (I alread did it before)
Monday, August 21, 2006 1:25:39 AM: my reply
Tuesday, August 22, 2006 4:02:08 AM: support suggested to take off my clothes and skin (already did it)
Tuesday, August 22, 2006 10:33:32 AM: mail from me explaining (again) all the things I tried
Tuesday, August 22, 2006 5:34:57 PM: support asked fro sl log and suggested to try to reinstall
Tuesday, August 22, 2006 9:52:55 PM: reinstall didn't work and sent log
Tuesday, August 22, 2006 10:49:02 PM: support asked for dxdiag output
Wednesday, August 23, 2006 12:06:31 AM: send dxdiag output
Wednesday, August 23, 2006 3:52:46 AM: reply from support suggesting upgrading my hardware and doing again a reinstall.

At this point the problem seem to solve but yesterday it showed up again so I contacted again the support

Friday, August 25, 2006 8:49:45 PM: the problem is again here
Friday, August 25, 2006 10:03:08 PM: support says "please wait" and suggested to send a bug report

at this point a linden "hijacked" my account to look at the problem (just a note: an in-world warning before doing this would be nice).


Friday, August 25, 2006 11:10:16 PM: the linden wrote that he solved the problem and that it was a problem with my clothing.

It wasn't. I tried before to change my clothesbefore. Since the linden wasn't on my computer, as soon as he changed the clothes the client rebaked the textures and he could see the avatar again. When I logged in again, after changing agin my clothes I became black again.

Friday, August 25, 2006 11:20:13 PM: mail from me "the problem isn't solved"
Saturday, August 26, 2006 10:10:31 AM: again a mail from me giving more informations (the problem is present even with other accounts if they log from my computer).

Sorry for the really long "history" but what I want to point out is that after 14 emails and a week I'm still trying to make the support understand what my problem exactly is.
It would be easier withoud the time lost cause of the email.
After I send and email to the support (to send a requested info for example) it takes hours to get a reply and the same happens when they ask something to me cause I'm not always at the computer waiting for a mail.

What I suggest is having an in-world support. May be it isn't always necessary, but it can be of great help in such cases when the problem isn't clear and it requires continuous interaction between the resident and the support guys.

For example after the linden hijacked my avatar he thinked he solved the problem.
After a few seconds it was clear to me that he didn't but all I could do is to send a new mail to the support. After a day I still don't know if they read my mail (and now it's saturday) or if they understand what I tried to explain.

Raffaele Pirandello

I abhor overcomplicating things because it takes up everyone's time--a finite resource.

Raffaele, sorry to hear of the difficult experiences you feel you had. In a case like this, what I usually do is:

Press Ctrl-Alt-D to call up the Client menu. Then,

Client menu > Character > Rebake Textures

And if you're still black, then yes, it may be a problem with your graphics card beyond Second Life, and not much more we can do.

We do have inworld help via Help menu > Live Help where you can ask questions via normal Instant Messaging, but for some things like technical issues, it takes time, and longer explanations to really communicate them.