Taking AWAY Live help, Psychotic Lindens calling it an upgrade!

You just described the way Live Help works .

When you make a Help Request, you're actually sending a group IM to the "Live Help" group without actually being a member of it. Every helper who currently has the group active receives every non-member IM as a separate group IM session window. If a helper doesn't participate in the session, no "has left the session" is sent when they close the IM which is why Help Requests look like a one-to-one system from the user's point of view, while it's really one-to-many.

(This would be a lovely feature to have for in-world product support groups really)

Oh? What support line is that? I'm an estate manager for four sims, and when we have troubles, where do I go? Yep, Request Help. Used to, we could IM a Concierge, but you can't see when they are online anymore, and the Concierge team has changed several times in the last 6 months; I don't know who is and who is not a Concierge anymore. Also, it would seem to me to be the wrong way to go about requesting Concierge support anyway.



Work != Effort. They can try all day long but, at the end of the day, the net effect is that there are a LOT of critical issues left unaddressed because of a simple lack of organization. Issue triage is nothing new, yet they are now just getting around to implementing it? Who is running this train anyway?

Yeah, we will have to wait and see, just like we had to wait and see when Robin announced all those sweeping changes to support which were supposed to improve it back last fall. The question is how long will people be willing to wait TO see some real progress? For those folks whose sims are down for HOURS after being reported, whose sims are eating all of their objects, who are having serious account/billing/payment issues, I think they are finding that their better option is to take their business elsewhere.

There's a reason that there is less than a 30% retention rate and less than a 0.75% concurrency rate, and I suspect it has a lot to do with these very issues.

Oh, and most real companies don't phase out one major mode of support without having its replacement in-place and ready to go.

LL decides that something isn't working (regardless of the fact that it is better with it than without), plans something to replace it, immediately kills off the existing function, and then starts work on developing the replacement.

In most companies, that kind of thinking will get you fired. Makes me wonder if LL has become the last haven for folks who can't get/keep a job in the real world due to incompetency. Yeah, it's harsh, but damn, how many naive mistakes can one company make?

The concierge team has a separate phone number which should be included in the notecards you received at the time of the sim delivery.

Two words: Answering Machine.

Two more: No callback.