Support - What support ???

I have a problem with processing my credit. It is giving me an error message "An error was encountered while processing your request. " without any other explanation when I try to transfer my money to PayPal. When I reported it to Support, my case is hanging there for last 10 days. It is still with status New. What is going on? SecondLife has a support or not?

Rather not. It used to have support once. I heard that they still answer phone calls, but I don't know where they hide the phone number of the support hotline now.

The last I checked, the phone number was on the main page of the Support Portal, right after you log in to it. Which would be spectacularly helpful if it weren't for the fact that the Support Portal seems to have gone down again.

When it does come back, go there and get the phone number. If you don't have much luck with calling, you might also try to use Live Chat. To get to that, choose the Solution Finder, and just keep clicking "this doesn't answer my question". (It will make you do a search at some point... just do it and then keep going.)

Barely. good luck =\ 2 or 3 of my tickets are still open. And ive been trying to get something resolved over a month with absolutely 0 help and im a "conceirge customer"

Weird.

I'm "just" premium and have never had to wait for more than 12 hours before something was resolved.

I have several support cases that still are in state "New" after more than two weeks.

Second Life support is a joke. Grid stability is a joke (the "My Land" window shows "service unavailable" instead of my 1000+ parcels).

I'm very very close to running out of patience...

With this very unpleasing sneezing and wheezing the calliope crashed to the ground
-Manfred Mann

18 of 19 Support Tickets answered. One hanging NEW but was placed on Wed about clarifying certain games within SL over teh gambling ban. (Specifically asked about SLingo and Money Balls/Raffle Balls).

I have had one Ticket answered by Billing. The response took over a month.

Due to this I have to assume one of two things;
1) Billing is WAY understaffed and LL should get off their arse and do some hiring or staffing changes.
2) Billing is completely incompetent and LL shoudl get off their arse and do some firing then some hiring or staffing changes.

Given the intelligent responses I get when I do finally get them, I have to go with option #1 and think Billing is WAY understaffed.

NOTE: I'm not expecting a fast answer ont he gambling question either. LL never moves fast in the realm of clarifying a policy or legal issues. Sad, but true.

~Jessy

I have a similar problem. I think it's because I may have used an alias when I created my account, and that name does not match my credit card name. However there is no way for me to update the info I used when I first opened my account.

I guess sooner or later I'm going to have to try and contact support and get it fixed, but having a basic account, it's pretty tough to get any kind of support.

Cyn admitted that Billing was the most understaffed section of the Linden Support.. so what's the rest of Support's excuse?

Really, if Linden Labs wasn't so odd about who they hire (must be cool, hip or some nonsense), then they'd find their employees. I dunno. I just know they set the unknown hurdle pretty high and it's not leading to quality customer service.

The unknown high hurdle was the limbo stick at the open-bar job fair.

I've had 1 reply to a ticket saying they had solved my problem and gave me a solution. They just sent me an answer to a FAQ, so it seems to me that no one read my ticket. Think they must have a program that picks up keywords and sends an automated response. Btw it didn't solve my problem.

The comments to this are limitless and many are not PG rated.

If they had a job fair in my area, I'd go. Not programmer, but maybe as a graphic artist or customer support. Or even a tried and true QnA type, since crashing programs seems to be a secondary hobby for me. But if it requires me getting a buzz to get hired, forget it. I go from sober to drunk on a thimble full of Nyquil!

LL are full of techies and not customer service people. Henceforth customer support is pretty rubbish but I have noticed an improvement recently. It will just take some time for them to realise that customers need support.

And you own a place that is well known to boot.

You can REopen Tickets that have had a "solution provided". By doing this, it gives that Ticket a new ID number and a different que.

Another side note is that LL doesn't "Close" Tickets. I've had to close all of mine that have had adequate answers given.

On one ticket I had to get quite "firm" and had Reopened it 5 times before I got a response I was satisfied with. To the credit of teh Linden I dealt with there, their hands were tied by LL "policy". As with most things I have more a problem with LL management (or lack there of) than with the competence of any individual Linden.

Can we submit a Support Ticket for a proper buisness manager to take over LL?

And didn't they post a job of that desciption some time back? Who got it?

~Jessy

I reopened the ticket on the 24th. How long can i expect to wait for a reply?

How long ya got?

lol, seriously, I don't think LL has a timeframe on handling Support Tickets. That would be agsint the Tao of Linden in that they only work on what they want *rolls eyes*

~Jessy

Actually, Bruce Springsteen wrote that tune.

In that case can i charge them interest on the $L they owe me? lol

As per the front Support Portal page, if you can't get a satisfactory answer to Billing OR non-technical tickets, give Billing a call.

It's no support, it's a suppose. All you can do is suppose that LL will answer your ticket someday.

i'm in the uk would cost me more to ring them than i'm owed. Its the principal that matters, now where did i put that soapbox.

Anyway lets use the forum for somthing positive. I've just bought my first house, Who fancys a house warming sometime this week? lets see if we can st a record for the most amount of people on a 512 plot

I'm just pointing out that there IS another alternative; if these issues mattered as much to people as their posts seem to imply, they'd take advantage of it. *shrug*

But I do think LL should have a toll-free number for those who reside outside of North America...and perhaps some support hours which wouldn't require you to be up at a ridiculous time in order to call.