Abuse resolution (yeah right)

"Your Abuse Report has been investigated and resolved."

This was an incident reported a couple of weeks ago.

So why are my neighbour's scripts still producing particles that trespass my parcel? Or maybe this does not classify as abuse?

Two things are really bugging me of how LL are running the show. Their hands off approach to customer service and basic governance and their inability to provide a decent affiliate program with proper reporting tools and documentation.

Yes I also got 12 mails like that, I just think that guy keeps pushing the same button and doesn't even read the mails. It's rediculous.

The rest makes for inspiring reading too:

In accordance with our Privacy Policy, Linden Lab will not disclose the resolution of abuse/community standards violations with Second Life residents, except when necessary to introduce a new or amended policy.

So I report an abuse but aren't told about it's resolution (other than there being one)?

Linden Lab will not disclose incident details including (but not limited to): identity of the reporter, details of chat logs, resolution of incidents, and suspensions or banning of Second Life Residents.

I was actually the one who reported the abuse so I know what the incident is and who was responsible for it.

I hope I'm not the only one that feels a little bit lost here.

Every abuse report I've filed in the past six weeks was 'investigated' and 'resolved' within a 24 hour period yesterday. I didn't submit them in batches, but I received the emails back in batches. I'm convinced that they bundle them up and shove them off to the side for a mass purge when there's time. At least mine, which ranged from parcel littering violations to underage porn in PG areas to griefers shooting people. I guess none of that stuff matters?

Some people in the forums swear that every abuse report they submit is dealt with quickly. I have spent a great deal of time making sure my abuse reports contain full details and niceties, but my ARs clearly go into a holding bin to be swept out in batches. Now I have proof. I guess I'll have to call on one of the people the Lindens actually pay attention to and ask them to submit ARs for me.

Edit: I double checked - it was every abuse report that I submitted in the past NINE weeks that were investigated and resolved in that 24 hour period.

either they are

-Swamped

-Taking a new hands-off policy

-Getting ready to farm out customer service.

-Getting ready to sell



Or some combination thereof

Pffft. Here I thought the two I sent in were handled.

Same. Exact. Message.

And both yesterday.

Bleh.

Oh... Yeah, I had some pending AR's get "resolved" yesterday.

I guess yesterday was the mass purging?

Or the ARs were not filed correctly. Or LL issued a warning and the owner hasn't seen it yet or taken care of the problem yet.

My ar was regarding an item on Linden land that encroaches onto two neighboring properties. I asked that Linden set the parcel for auto-return. Form email said the problem was resolved. Guess I'll just have to work around the encroachment. I sent a reply to the "problem resolved" email. I'll propably get an acknowledgement assigning a new ar number. Ah.. the joys of dealing with the Governor's bureaucracy.

I've also submitted several AR's regarding particle emitters. All of my AR's were resolved within just a few days, if by "resolved" you mean I got an e-mail saying they were resolved. The particle emitters remained.

I also just got all my AR's in the last 5 months resolved in less then 24 hours.

That did nothing to stop the problems of course, as thay didn't do anything at all.
Besides spamming me, I wounder, can I file a AR on the AR staff for spam?

One could rent office space next to their RL HQs, buy one of 'em smoke making machines they use in movies, a big fan, and blow smoke in their general direction.

And then ask them what their interpretation of the word 'resolved' is.

hehe

They acted pretty quickly when it came to phone weasel abuse. That's comforting to know.

This has just happened to me too!

I lost inventory items and was advised to ask the designer for a replacement (nicely) which i did - despite the problem being LL.... and got the same reply....

We're just stuck with it guys...

I have yet to make an abuse report.

Linden Labs doesn't care about its rules, why should I?

They're not making any money off of me anyway. I might be more willing to spend some money if I become confident that customer service will come along with it.

Recently I've only filed an abuse report when something happens on Linden Lands. And since it involves a griefer, I hop on Help Request and more often than not a Linden resolves the issue then and there. But one does have to file an abuse report before doing that.

*shrugs* I can't say that they are swift to take action on any other kind of abuse report though. I had encroachment a while back and abused reported it. Took 3 weeks before it was resolved.. and that involved them simply removing the offending trees.

Abuse reporting has been pivotal recently in the decimation of what was formerly a large and powerful griefer group - it's the only way the Lindens have of tracking serial abusers. However, I'll also say that I think a lot of these reports simply go unexamined because Linden Labs simply doesn't have enough people on its abuse resolution team. If they don't get to a report within four to five days, the corroborating data goes stale in the database and they don't have the ability to follow up.

That doesn't explain parcel abuse, though, where you could go directly to the location and look for yourself.

LL may just as well eliminate AR's for all the good they do.

It's a waste of manpower, inadequately enforced and redundant at best.

This is almost certainly true.

I've helped (or tried to) more than a few people identify problems and any time it comes down to an AR, I always tell them that the most important thing is that you're clear, that you're to the point and that you show that you made some effort to resolve the issue yourself before going to LL.

Like it or not, there's 25-40k people on grid at any given time and only a total of 100 or so people working for LL. If you make it difficult for them to investigate the AR - if you're not clear, if you don't sum up the issue, if you type like a 7 year old, etc - they're going to have to spend more time just trying to figure out what's going on. My personal opinion is that ARs like that are less likely to result in LL taking some kind of action.

Yeah, it's not a great situation. Not even close. Everybody knows this. I expect we'll see a bunch more replies here saying it anyway.

Same here... I think they resolve issues in their own head, by themselves and with themselves. Agreed, they read nothing > press auto reply!!!! Well done Linden Labs.

Are you happy with the money we give you every month, hugh?

How about for three days I cannot boot/TP home! Send bug reports, email supports...
Still booting next door. NOT LOL

Guess what, when I log out I have to make sure I have a flight pack attached!
When I log back in, I am falling from the sky... booted from neighbors with security!