|
hurly Burleigh
Registered User
Join date: 19 Sep 2005
Posts: 167
|
05-30-2007 04:31
I am sure everyone has heard complaints about telephone answering machines and companies with automated customer services.
The new help system is nothing more than an online version of one of these and as such is a very counter productive step. People prefer to speak one to one with a human being not a program that has set answers. In general the options given do not meet the requirements as by its very nature this system throws up problems that have not occurred before.
PLEASE CAN WE HAVE A SIMPLE POINT OF CONTACT WHERE WE CAN AT LEAST SPEAK WITH A HUMAN..........
If this is not possible then wht not just have an email system of customer support instead of the minefield that is the help system. The frustration it causes trying to get anywhere only makes your job harder when they get to speak to someone as they are liable to be annoyed
I have many years in customer relations work and i can assure you that the quicker someone gets attention the easier it is to appease them.
|
|
Zack Massiel
I am slowly gooING crazy.
Join date: 27 Oct 2005
Posts: 110
|
05-30-2007 12:18
I have to disagree. I found their support system very simple to file a ticket. Getting a response was a problem however. I filed my ticket on friday and called monday after waiting the entire weekend. However it was dealing with billing and so I knew they wern't in office durning the weekend.
I think that billing needs to be exteneded to the weekends as well. However i've heard many people say the new support system is better and gets responses faster. A lot of online services and games use online support as a frontline before phone support. It's nothing new and it is a step in the right direction.
Support system with live chat is much easier than phone as it allows EVERYONE the same access (no matter where in the world they are).
_____________________
From: Message of the Day
Did you know teenage punks make the best prison bitches? Crash the grid to find out more!
|
|
Osgeld Barmy
Registered User
Join date: 22 Mar 2005
Posts: 3,336
|
05-30-2007 19:22
From: Zack Massiel I filed my ticket on friday and called monday after waiting the entire weekend. not defending them or anything but last weekend was a US holiday, almost noone in the states was "in the office" untill tuesday, not that it matters with linden labs |
|
Zack Massiel
I am slowly gooING crazy.
Join date: 27 Oct 2005
Posts: 110
|
05-30-2007 20:52
From: Osgeld Barmy not defending them or anything but last weekend was a US holiday, almost noone in the states was "in the office" untill tuesday, not that it matters with linden labs No no i knew that and accepted it  I called monday and the nice lady on the phone which had problems due to her account program just not wanting to load up fast got me going as quickly as she could. but i do know theirs no billing support on the weekend which needs to change imo.
_____________________
From: Message of the Day
Did you know teenage punks make the best prison bitches? Crash the grid to find out more!
|
|
Banking Laws
Realty Serious
Join date: 14 Jun 2006
Posts: 602
|
05-30-2007 21:27
Weekends and 'live chat' should improve in the future, but the new support format seems fine really.
Frankly.. those who complain about nonpremiums getting no chat..they get what they pay for. Do they pay LL for SL service? If not, they are still getting more than what they pay for.
_____________________
"I sincerely believe that banking establishments are more dangerous than standing armies, and that the principle of spending money to be paid in posterity, under the name of funding, is but swindling futurity on a large scale."
- Thomas Jefferson, 3rd U.S. President
|
|
hurly Burleigh
Registered User
Join date: 19 Sep 2005
Posts: 167
|
05-31-2007 05:17
Banking....
I dont see anything in my post that suugests I am a nonpremium account. perhaps you should check my profile. I have a full account and even pay $40 a month for land so i am not a non premium as you put it.
The main reason for this post was because like many people I had severe problems with inventory and many other aspects of SL over the weekend and was unable to get any response from LL.
What was wrong with a quick IM to one of the Lindens inworld to make them aware there is a problem? nothing could be simpler.
The help system as it is is more geared up to billing problems which is not surprising as money is all they seem interested in now.
|
|
Banking Laws
Realty Serious
Join date: 14 Jun 2006
Posts: 602
|
05-31-2007 06:05
I'm just saying in general, not implying anyone in particular. In game I have seen people complaining about service, LL not listening, etc, and I ask 'are you premium or own an island?
Whe the answer is no, all I have to say is you get what you pay for. Renters disclaimer - you are paying the landlord, not LL. The landlord is the paying LL customer. Take help requests through them.
Personally, I pick a few Lindens I know are liasons and IM them if its really that bad. Eventually I'll get ahold of one.
The problem with inventory comes from stressed servers. It isn't a hit at their customer service, rather the open registration policy.
_____________________
"I sincerely believe that banking establishments are more dangerous than standing armies, and that the principle of spending money to be paid in posterity, under the name of funding, is but swindling futurity on a large scale."
- Thomas Jefferson, 3rd U.S. President
|
|
Peggy Paperdoll
A Brat
Join date: 15 Apr 2006
Posts: 4,383
|
05-31-2007 16:57
The problem I think the OP is stating is that SL is a 24/7 operation and customer service of 8/5 doesn't get it. I agree. Sure people need time off in RL.......but LL is making money 24/7 so they need to provide service that matches. Ever heard of shifts?
|
|
Banking Laws
Realty Serious
Join date: 14 Jun 2006
Posts: 602
|
05-31-2007 17:52
I believe live chat is being worked into 24/7, but starting at 8 - 5. I suggested interns a long time ago.
_____________________
"I sincerely believe that banking establishments are more dangerous than standing armies, and that the principle of spending money to be paid in posterity, under the name of funding, is but swindling futurity on a large scale."
- Thomas Jefferson, 3rd U.S. President
|