Anybody knows?

We have a problem, we contacted a Linden liason, and BEFORE knowing what our problem was she sent us to the support portal.
We went to the portal, where of course you send a kind of e mail, but the options are basically technical, billing, knowledge base suggestions or something else like that, not one fits in what we need to get support, submitted a ticket under any of them thinking I would get the option of live chat help... BIG mistake, no such option.
My questions here are 2
What is specifically the roles played by the liason team if they cant even listen to residents problems?
How do I get listened by any of the Lindens Gods to get helped or given any guidelines on how to act?
If I already tried "personally" contacting a Linden and dismissed, and sent a ticket (that might not be even be read as it is not under any of the categories they have), may I take the "law" under my hands and do whatever I want?
Maybe should I contact the media so they take actions?

I think it probably depends on your problem/issue. Maybe we can help?

It does need Linden hand to be solved, its a delicate matter

What's strange is the way I've heard how the Linden's work , the whole do what you feel like sort of attitude, I think that a customer service Linden would think they have the crappiest job of the lot.

If you're a Premium member, the Live Chat function is reached by going through all the Solution Finder steps. If, at the end, you haven't found what you need, it will give you the option of Live Chat or ticket submission. It IS in there, you just have to dig a little...and you may have to try a few times, since sometimes the Lindens covering it are otherwise occupied, presumably helping someone else.

Tried that Ann, the option for chat is not there this time, they even sent me to change my password, which I did.
I am supposed to have Concierge help, but I'm getting the same help as any non paying resident.

Do you have the Concierge phone number? That one is still supposed to be functional.

I'm not in the US Ann, so I simply refuse to pay for a long distance call when they can be reached in world and they just dont want to talk to you, they want us to fill burocratic papers to come give you a hand.

Understandable.

I just logged into the Support Portal and the Live Chat option is there for me at Solution Finder step 4...do they have you miscategorized somehow? As in, the Support Portal doesn't recognize you as Premium/Concierge level?

I know exactly what Milly is going through.

The Lindens need to hire a lot more customer service staff. Things are out of control. What we as paying members need is a LIVE linden person to talk to either on help chat or over the phone. They took away the customer service phone number and it's all coporate for concierge now. Live Help chat in game is gone.

Virtually, the only way you can contact a Linden is through abuse reports in which case, they never contact you.

We're basically on our own...unless of course you have a Linden friend that knows by name or - or your a sim owner in which Concierge does get back to you since you pay them large sums of money per month.

I can understand that if LL could do something about it, they would...but something needs to change with responses to the residents.

They've actually been reasonably responsive to the several tickets I've submitted through the Support Portal...not always terribly helpful, but definitely responsive. *shrug*

And there are live Lindens manning Live Chat for Premium members.

unfortunately the lindens are working all day not just sitting around waiting to answer questions in every virtual world ive been in ive never spoken in game to a live person about issues all of them have had support portals and i think somewhere there is a number for non u.s residents but im not 100% positive about it

Sending you to the support portal was the correct and logical thing to do. It's extremely important that support requests get logged, along with all of the activities associated with them. Through various reports, this data helps Linden Lab understand crucial performance metrics of the system, individual employees, and of their support efforts overall. It will reveal areas where more effort needs to be put forth into education, knowledge base, etc, as an abundance of tickets flow in on the same support issue. It will reveal areas where additional staff are warranted, and can help provide justification, in the form of cold hard numbers, for hiring those staff.

If we all felt we deserved to have our own personal Linden at our service, it would severely diminish the effectiveness and usefulness of the helpdesk system, and would put us right back at square one - there aren't enough Lindens to run a support operation in this manner, and there never will be.

zk

many times inworld there are problems that arent even listed in the support portal. So then one is left to guess and pray its the right one they send it to. If you dont choose wisely it will go nowhere.

SL used to be well known for their inworld support perhaps it was before many who think its rediculous to ask for it came here.
Just what is a person to do when the problem isnt covered in the support portal? Thats all the OP asked.

Well, the Live Help Chat for premium members is still there like they told before at step 4 of Solution Finder. I am not sure where you can find the concierge phone number, but i saw a describtion for it this or last week at the blog posts. Take a look there and you ll find the place to find the phone number for concierge service too.

Good luck and.....dont forget to have a nice SL after your problems been resolved. Dont be angry for any problems, that takes much fun away.

Hello Zaphod, its a pity you didnt read my whole question, which is, what do they liason people exactly do inworld and where do I get information on what to do to solve my problem.
I didnt ask for a personal linden to valet me
I didnt say I deserve any special treatment
I asked if I try to contact them with no result and I cant seem to get to step 4 to get live chat, if I'm allowed to do whatever as I dont get any response from LL.
Its a shame that once again we get someone thrown at our throats for asking a question. Isnt it easier to simply NOT answer instead of bitting when you didnt even read what I asked?
Good day Zaphod.

Sorry, I don't mean to keep harping on this, but I know I sometimes find myself overlooking small things which cause big problems and I want to make sure that isn't happening for you. Have you followed all these steps?

If Mily is talking about what I think she is, this is not a tech problem. It is one resident violating both the TOS and CS.

If you'd phrase your questions as questions, instead of rhetorical rant, people would be much more sympathetic, and willing to answer them.

The Liason people are the people manning the support portal, and helping resolve issues submitted to the ticket system, and manning the Live Chat sessions. The support portal is your interface to them.

As you are at Concierge level support, you also have the added benefit of being able to pick up the phone and call them. That you refuse to take advantage of that for whatever reason, given how important this situation seems to be to you, seems a little bit odd. Beyond telephone support, Concierge customers enjoy extended coverage of the Live Chat and ticketing system.

Your original post reads very strongly as if you take exception to a Linden directing you to the portal, rather than directly helping you. If you don't enjoy responses such as mine, then perhaps you might cool your jets before you hit the submit button in the first place. Not every Resident is going to answer in such a way as to make you feel good, and stand in your corner and agree how utterly terrible support is. It isn't so terrible if you learn how to use it properly, and are willing to give a little in order to get what you're after.

So wouldn't the answer to that be to file an abuse report?

In a perfect Life, but AR's seem to be next to useless. I filed one on someone threatening me and my business, direct explicit threats. I received a response 2 months later. Another time, I filed one on some of the most disgusting porn spam I have ever seen flooding the sky over one of my properties. I still haven't heard from that one. I ended up buying the land the rezzer was on and deleting it myself.

I'll give you that. It seems mileage does vary on response to ARs. 2 months is too long, in any case.

She was asking a question, several of them.



She was also having problems contacting the support portal.



Your assuming it would be a phone call from the states.



Perhaps being a bit less judgemental would help.

"If I already tried "personally" contacting a Linden and dismissed, and sent a ticket (that might not be even be read as it is not under any of the categories they have), may I take the "law" under my hands and do whatever I want?
Maybe should I contact the media so they take actions?"

Yeah. Right. Asking questions.




Maybe a little too smart-assed, but judgemental? No. Lack of empathy for someone who thinks their problems would be more easily solved by alerting the media, perhaps.

Just to let you all know, I spoke with Mily in world and got the back story on this - and apologized to her for my sharpness here. The details are a bit too delicate to mention in the forum, but I can most definately sympathize with her situation, and again Mily, I apologize.