Upon calling Linden Labs 1800 number just to see if 1800 numbers work free from skype (YES THEY DO!!!!) It came up with a voice recorded message saying the LL had discontinued their phone service due to changes in their support system.
Anyone know when this change was made? Is this change really in affect? And if it is... Why does SL website list the service...?
Anyone know?
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SL discontinued their phone service? |
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Lazric Lane
Registered User
Join date: 5 Jun 2007
Posts: 7
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06-06-2007 04:39
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Lazric Lane
Registered User
Join date: 5 Jun 2007
Posts: 7
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06-06-2007 05:20
'Our support system has changed and we have discontinued the use of this phone number'
Exact words from the recorded automated message on the number The number I talk about is - Call us! 1 (800) 961-6851 Monday thru Friday, 9am-6pm PST. The one ADVERTISED on the main site. Why on earth are they advertising things that do not exist. |
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Ann Launay
Neko-licious™
Join date: 8 Aug 2006
Posts: 7,893
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06-06-2007 06:05
They want everything to go through the Support Portal now. There's still an active concierge number and I think one for billing.
_____________________
~Now Trout Re-Re-Re-Certified!~
I am bumping you to an 8.5 on the Official Trout Measuring Instrument of Sluttiness. You are an enigma - on the one hand a sweet, gentle, intelligent woman who we would like to wrap up in our arms and protect, and on the other, a temptress to whom we would like to do all sorts of unmentionable things. Congratulations and shame on you! You are a bit of a slut. |
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Musicteacher Rampal
Registered User
Join date: 20 Feb 2004
Posts: 824
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06-06-2007 06:10
so what route can basic members who have support questions take?
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Elanthius Flagstaff
Registered User
Join date: 30 Apr 2006
Posts: 1,534
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06-06-2007 06:12
so what route can basic members who have support questions take? The whole point, of course, is that basic members can't get the attention of LL for any reason whatsoever except becoming premium. _____________________
Visit http://ninjaland.net for mainland and covenant rentals or visit our amazing land store at Steamboat (199, 56).
Also, we pay L$0.15/sqm/week for tier donated to our group and we rent pure tier to your group for L$0.25/sqm/week. Free L$ for Everyone - http://ninjaland.net/tools/search-scumming/ |
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Kitty Barnett
Registered User
Join date: 10 May 2006
Posts: 5,586
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06-06-2007 06:29
The whole point, of course, is that basic members can't get the attention of LL for any reason whatsoever except becoming premium. Please note that we also offer premium support to Lifetime, Beta, Teen Basic, and Basic accounts with LindeX trading tiers. |
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Object Pascale
moshi moshi
Join date: 27 Jan 2007
Posts: 648
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06-06-2007 07:04
If you're buying/selling L$ on the LindeX, you're at the same support level as premiums: That's not a bad deal. |
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Ceera Murakami
Texture Artist / Builder
Join date: 9 Sep 2005
Posts: 7,750
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06-06-2007 07:05
If you're buying/selling L$ on the LindeX, you're at the same support level as premiums: The only people who aren't eligable for support are those who aren't contributing. "LindeX trading tiers" appears to refer to the currency day-traders who buy and sell more than $2500 US Dollars worth of L$ at a time. Buying a few thousand L$ on Lindex will NOT get you Premium-level support. _____________________
Sorry, LL won't let me tell you where I sell my textures and where I offer my services as a sim builder. Ask me in-world.
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Sexy Partridge
Registered User
Join date: 5 Feb 2005
Posts: 208
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06-06-2007 07:07
I'm a premium member and unless I call the conceirge number I get no help, which is only for me to use if problems with the island not billing issues. I myself just called to ask WTF was up with stipends since they can't say anything in forums or blog to us about it but got a dam recording like you did.
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Kitty Barnett
Registered User
Join date: 10 May 2006
Posts: 5,586
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06-06-2007 07:28
Nope. Only if you buy huge volumes of L$. I've bought L$ in the past, and I regularly sell L$ on Lindex, (like, almost every week), and I can NOT access the premium-level part of the support portal. What would the "premium-level part of the support portal" be exactly?  |
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Raudf Fox
(ra-ow-th)
Join date: 25 Feb 2005
Posts: 5,119
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06-06-2007 07:38
We get a freaking chance to have a "Live Chat' with a Linden.. as long as it's not about account issues, that is. For that we need the phone number. This is NOT customer service. I stopped having reservations about it when you had to go through the solution finder to get to the Live Chat and started disliking it.
I use the tools that are given me, preferably in order of searching for solution, asking another citizen and then, I'll contact LL... by the point I want a Linden, I want the answer right then, not, "Oh, I'm sorry, I can't do anything about this problem, even though it's on our end. You'll have to contact (insert impossible to contact branch of LL here)." The only thing in Customer Support that has improved has been the processing of Abuse Reports. Sorry for the rants, but having worked years in the Customer Service area, I know what to expect in the way of support from a company concerning their product. This IS not meeting even the lowest of my expectations. _____________________
DiamonX Studios, the place of the Victorian Times series of gowns and dresses - Located at http://slurl.com/secondlife/Fushida/224/176
Want more attachment points for your avatar's wearing pleasure? Then please vote for https://jira.secondlife.com/browse/VWR-1065? |
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Amity Slade
Registered User
Join date: 14 Feb 2007
Posts: 2,183
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06-06-2007 10:18
You mean Linden Labs is advertising something it doesn't actually provide? Wow, that's different from advertising First Land long after Linden Labs refused to provide it, and advertising $2000L stipends for referals and paying $500L or nothing.
I don't guess that advertising support that it doesn't provide would be false advertising, would it? The issue isn't that Linden Labs does not value its non-premium customers. Linden Labs values them a great deal. Without non-premium customers, it could not boast 7,000,000 residents to use as leverage in business negotiations. "We welcome you to create your free account. Now, after you create it, get the heck out of here and never bother us again." The irony is that while Linden Labs works so hard on bringing voice to Second Life, it does not allow its employees to talk to customers by voice. There's something amusing about that. 'Our support system has changed and we have discontinued the use of this phone number' Exact words from the recorded automated message on the number The number I talk about is - Call us! 1 (800) 961-6851 Monday thru Friday, 9am-6pm PST. The one ADVERTISED on the main site. Why on earth are they advertising things that do not exist. |
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Cocoanut Koala
Coco's Cottages
Join date: 7 Feb 2005
Posts: 7,903
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06-06-2007 10:34
That IS ironic!
This sort of thing happens just ALL the time. They change something and nobody bothers to go back and change it on the places it's mentioned. I think that is because nobody ever has to do anything, and apparently nobody ever supervises anyone. Also, I think LL suffers from ADHD. It's like you have this roomful of very smart adult children, who are given free rein to play with all the toys they want, and no one will ever tell them what to do or supervise their projects. Well, golly, following through on details is not something these kids are good at. So we get lots of new stuff set up, then abandoned, partially or wholly, as their attention gets quickly caught by the next shiny possibility. As a business person in SL, forgetting to update a vital detail on something would be the extreme exception for me, not the norm. coco _____________________
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Ann Launay
Neko-licious™
Join date: 8 Aug 2006
Posts: 7,893
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06-06-2007 10:43
Here's the blog link detailing what services everyone is eligible for: http://blog.secondlife.com/2007/05/17/coming-your-way-soon-the-second-life-support-portal/
Basic Accounts: Basic accounts that were free or paid a flat, non-recurring fee of US$.9.95 will have access to the revamped Knowledge Base and solution finder. Public Help Island is also available inworld. In addition, you will be able to submit a support ticket if: - You get stuck while creating a Second Life account - You are getting an error message that states you cannot log-in from your location - Your account has been disabled and you need it reactivated - You need to report a region being offline - You are an estate manager and need to request a rollback You can access all of these resources through the Support Portal. You will also have full access to billing support when needed through the billing phone line. Premium Accounts: Premium accounts that pay a membership fee monthly, quarterly or annually get further access. They can: -Access the Knowledge Base and solution finder -Submit a support ticket -Have a live chat session with a support team member -Have access to their own personalized support history page which tracks all ticket and correspondence, as well as live text chat session for later reference and to monitor progress These services will initially be available through the Support Portal on the website. Concierge Accounts: Concierge clients (US$125 per month or greater in Land fees, mainland or private estate) have access to the above services plus: -Dedicated phone line currently with 17/5 coverage and moving to 24/7 shortly -Live text chat and ticketing coverage with extended hours -Monitoring of rollback requests17/7 with grid back up the hours we aren’t yet covering You can access those services through the Support Portal on the website. And then in a later post they say: [UPDATE] Lifetime accounts will be eligible for premium support... _____________________
~Now Trout Re-Re-Re-Certified!~
I am bumping you to an 8.5 on the Official Trout Measuring Instrument of Sluttiness. You are an enigma - on the one hand a sweet, gentle, intelligent woman who we would like to wrap up in our arms and protect, and on the other, a temptress to whom we would like to do all sorts of unmentionable things. Congratulations and shame on you! You are a bit of a slut. |
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Warda Kawabata
Amityville Horror
Join date: 4 Nov 2005
Posts: 1,300
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06-06-2007 13:05
I'm still trying to locate the phone number that I am meant to use as a concierge customer.
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 I rent out land on private islands. Message me in-world for details. |
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Wilhelm Neumann
Runs with Crayons
Join date: 20 Apr 2006
Posts: 2,204
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06-06-2007 13:10
They want everything to go through the Support Portal now. There's still an active concierge number and I think one for billing. I thought free guys didn't get to use this support portal what if a free account that still pays like money for lindens and is very active in SL has a password issue or something? Is this billing and as a free account holder (I dont need premium anymore I dont own or want mainland land...) this makes it not a good thing. Ah well I dont mind automation I do mind that there is zero phone numbers or support at all. I can see the hackers and account stealers rubbing their hands together in glee as they see that only certain people can access support quickly and the bulk of them has to wait if something major and unscrupulous happens. Or are free account holders now allowed to use the ticket system? |
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Heathur Spaight
Registered User
Join date: 18 May 2005
Posts: 257
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06-06-2007 14:41
I called that number 2 weeks ago and was on hold for 12 minutes....finally got someone, they helped me I hung up. Called back 1 minute later as I forgot one thing and got the message that this number had been disconnected. I thought it was a mixup but after redialing that same number a few more times, I realized it was the right message!
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Ann Launay
Neko-licious™
Join date: 8 Aug 2006
Posts: 7,893
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06-06-2007 15:08
Or are free account holders now allowed to use the ticket system? Basic accounts and Guest log ins can use the ticket system for a limited number of items. Premiums can start one for pretty much any old thing, but Basics only get the ones I listed from the blog. Edit: This is linked to the 'Submit a Ticket' area of the Portal: Special questions for Basic account holders and guests Some issues are best resolved by submitting a ticket to our support staff, but we don't currently offer full support ticket access to Basic account holders or Guests (visitors who don't yet have Second Life accounts). Basic account holders and Guests can, however, use special options in the Submit a Ticket area to reach our support staff. Just select the Special Questions - Basic Account or Guest Login ticket type from the dropdown list and enter the information requested. Basic account holders and Guests can submit tickets for the following issues: * I'm trying to create an account and it won't let me. * Second Life tells me I can't access it from this computer. * My account has been shut off and I have no idea why; my account page doesn't give me any clues. * I need to report a region being offline. * I'm an estate manager and I need to request a rollback. When you're logged in as a Basic account holder or Guest, you should only use the Special Questions - Basic account or Guest Login ticket type. Any other support ticket submitted by the Guest login will be ignored. I love the "You will be ignored if you do it wrong!" notation.  _____________________
~Now Trout Re-Re-Re-Certified!~
I am bumping you to an 8.5 on the Official Trout Measuring Instrument of Sluttiness. You are an enigma - on the one hand a sweet, gentle, intelligent woman who we would like to wrap up in our arms and protect, and on the other, a temptress to whom we would like to do all sorts of unmentionable things. Congratulations and shame on you! You are a bit of a slut. |
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Showdog Tiger
Registered User
Join date: 30 Nov 2005
Posts: 404
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My Two Cents
06-06-2007 15:53
Dearly Darlings,
If Maneo's company (My RL/SL husband) disconected their main phone line, there would be 'splainen to do...they have clients on ALL continents, even Antarctica! You can't stay global without customer service. I spend all Maneo's money in all universes so I'd appreciate him getting paid this week here in SL. It's been quite some time since I've needed assistance. Should this change I know I'll not be a happy camper. I was once told if I was a super hero I would be "Instant Gratification Girl." I am at a loss as to what on earth anyone in California thinks or does in business. My first business professor was right: Someone picked up the east coast shook the rug and all the nuts rolled west. Ever Yours, Mrs. Showdog Tiger _____________________
Dogdom Doge
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Tenchi Nishi
Registered User
Join date: 4 May 2007
Posts: 5
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06-06-2007 16:03
It finally happened Linden Labs has dropped customer support. I would if its because they are going to sell the company off... There reason for takeing customer support out is not even laughable I dont thingk ANYONE in SL belives that story lol
I think now would be a bad time to have alot of cash tied up in SL time to sell a few million lindens I think... |
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Wilhelm Neumann
Runs with Crayons
Join date: 20 Apr 2006
Posts: 2,204
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06-06-2007 16:18
Basic accounts and Guest log ins can use the ticket system for a limited number of items. Premiums can start one for pretty much any old thing, but Basics only get the ones I listed from the blog. Edit: This is linked to the 'Submit a Ticket' area of the Portal: I love the "You will be ignored if you do it wrong!" notation. Also what does someone do if their password is messed up or they have been hacked and lost control of the account (happens ) if they cant pick up the phone seeing as well someone else is using your account or you can't get to it? (this applies to the paying guys as well hehe) I have actually never used support but (again i will regret voicing the fact i never used a service cause now something will happen so that I will need to) if i did I'm not sure how i can get issues dealt with quickly or does the email work now and they get answered? Usualyl emails get responded to with someone emailing you a pile of links to a knowledge base which of course doesn't deal with the issue at hand at least that has been my experience with more then just Linden Labs in fact any company that has part of its support does this and its annoying as hell because for me I have already looked there and the reason I am mailing is because the issue could not be dealt with without some kind of action on the other end of the connectionAnyhow such is life one day if something happens and i cant get in (heck i already can't play during busy times due to some wied crashy thingy) I guess i will just walk away as I'm not totally sure how to handle most issues now and i'm not one to have trouble navigating stuff BUT i dont report bugs anymore because jira is so hard to use and I guess if i need support I wont be asking for that either dunno ah well |
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Ann Launay
Neko-licious™
Join date: 8 Aug 2006
Posts: 7,893
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06-06-2007 16:22
Also what does someone do if their password is messed up or they have been hacked and lost control of the account (happens ) if they cant pick up the phone seeing as well someone else is using your account or you can't get to it? (this applies to the paying guys as well hehe) Use Guest log in at the bottom of the Support page...you only need a valid email address and it gives you access to the same limited ticket issues as above. I've used the Portal twice since they started it and the responses have actually been fairly quick. *shrug* _____________________
~Now Trout Re-Re-Re-Certified!~
I am bumping you to an 8.5 on the Official Trout Measuring Instrument of Sluttiness. You are an enigma - on the one hand a sweet, gentle, intelligent woman who we would like to wrap up in our arms and protect, and on the other, a temptress to whom we would like to do all sorts of unmentionable things. Congratulations and shame on you! You are a bit of a slut. |
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Wilhelm Neumann
Runs with Crayons
Join date: 20 Apr 2006
Posts: 2,204
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06-06-2007 16:28
Use Guest log in at the bottom of the Support page...you only need a valid email address and it gives you access to the same limited ticket issues as above. I've used the Portal twice since they started it and the responses have actually been fairly quick. *shrug* Okay I am more puzzled then anything so will worry about the if's if they happen hehe. The "if you dont do it right or your question doesn't fit in this slot part" has me a bit worried but then if and when it does happen I will worry about it then. As long as its not crazy like the Jira set up that makes my head explode then its probably okay |
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Cocoanut Koala
Coco's Cottages
Join date: 7 Feb 2005
Posts: 7,903
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06-06-2007 16:45
My guess is they got tired of answering the phone. They don't want to answer the phone; they don't like to answer the phone.
Philip likes to keep his staff happy. My guess is this step made them happier. coco _____________________
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