Decrease in effectiveness of Help Request

"This transition by the Liaisons will resort in an unfortunate and unavoidable decrease in the effectivenes of Help Request as a general support channel. "

http://blog.secondlife.com/2007/04/18/postponed-release-and-help-request/#more-911

How are they planning on implementing this decrease in effectiveness? I and many I have spoken with have found Help Request to be virtually useless and I don't see where there is any room for a decrease in effectiveness.

One more empty promise from LL

I don't understand that blog entry about the AR's. Sounds like they are saying, "We'll keep an eye on things and if there is an incident that gets a jillion AR's all at once, we'll pay attention to it."

I interpret all this to mean there will be even less hope than before for action on AR's on the AR blog entry, and for live help, the volunteers will be kinda on their own, particularly after office hours.

coco

P.S. Correct me if I'm wrong.

I guess I read that blog a little differently. I got the impression that blue was trying to say that the move to 1.14 has been delayed but the moving of the liasons and staff to their new "jobs" that was scheduled to coincide with the new release is going as scheduled. Whatever that means. That decrease in effectiveness is temporary until the release of 1.14. Makes me wonder what the heck they are high on..........why would an update release affect in any way a customer support channel?

It's all smoke and mirrors. That old addage "If you can't dazzle 'em with brillance, baffle 'em with bullsh**" sure applies.

It's simple. Linden Labs does not know what the meaning of the term "customer support". LL doesn't intend on learning what customer support is let alone provide it. In short: We don't have customer support and we never will. Not as long as Linden Labs is in charge.

I don't know.. it seems like they've finally decided to divide the liaisons up into teams with each team doing one kind of job, instead of being spread all over the creation. And those teams need training to do that job. A lot of training. Which unfortunately means we're going to take a hit for a bit on some things, such as Help Request. *shrugs* I can tolerate that for a few weeks, if it means a MUCH improved system for handling this.

Oh, my.. I said something optimistic about LL didn't I? Well, here's the pessimistic... I'm not going to hold my breath for that improvement, however. But I will be pleasantly surprised if it does improve things.

It's simple, Live Help as you know it is going away, to be replaced by a new help system.

This was supposed to happen when the new client was released.

The problem for them is that their staff need to train in the new system, which means they wont be available on Live Help, there will basically only be Live Helpers.

Why is this relevant, because the new client release doesn't have a "Live Help" button I believe.

So this new help system was supposed to happen when this new client was released which untll last evening was today. And now the staff is going in training........today. So seems LL is getting a little gun shy. Figured maybe they should get people in place for this new help system BEFORE they release a client without a help button.

But my mind keeps going back to this "new and improved system".......how does one get a hold of help in game? No button to even try.

Oh yeah..........send them an email. LOL Or better yet, don't bother them at all just check that ever so complete Knowledge Base.

I've always had great luck with Live Help/Help Request and am sad to see it go.

I had another inventory loss a few days ago. When I asked in Help for assistance, the Linden there said to email and that it would be 4-5 days before I got a response to the email. When I asked why it would take so long to get help, he said "because there are 40 help requests."

I don't know...... 40 help requests sounds miniscule to me, hehe, unless they have just one poor person handling them all. Thankfully in this case the shop owner replaced the missing item.

I thought I read that the new Help System was being outsourced to Electric Sheep. "Hi thanks for calling help. Please wait while we scan you possesions. Your request will be handled promptly, based upon the value of your inventory."

"..oh and btw, would you like a mansion for 1L$? .. your next door neighbour is a noob"

Yes I know it all seems backwards, I'm only telling what I know, there might be reasons for doing it this way, I really don't know.

Exactly how the new system will work, I have no idea either, but it's supposed to be better. (which only time will tell of course)

I think it's because inventory loss isn't something a Live Helper (not even a Live Help Linden) can deal with - someone has to sit at the console of the relevant machine, find the object in the SL database, unmangle it if it got mangled somehow as part of whatever caused the loss, and add it back to your inventory again. Not an easy thing to do.

And, AFAIK, Live Help will be removed entirely - it won't just be "no Lindens", the menu item will be gone. I'm not sure what the volunteer Live Helpers will be doing.