Irritated... Where is support?

Hello,

After asking why the land I own has 17 prims sat on that cannot be located, I was given bug information about locating hidden prims at 0,0,0 on the sim.

I contacted the support button and asked if someone would help sort the issue. Now, I cannot access the support at all. It just says you are the only one in this IM and it will not be saved or re-broadcast.

Is the answer? When residents have issue, block access to being able to receive support?

Today, I've rezzed objects that vanished into thin air. Gave an error that it could not rez and didn't show up in my inventory. Another lost inventory item to add to growing number. This results in lost real USD.

Support says file a bug report. So I file numerous bug reports over a month. No found inventory items, no fix. Just money lost.

I would appreciate it if access to the support tab be reinstated for my account.
It would be helpful if those that support other residents would help figure out the inventory issues and why it vanishes. It would also be helpful if support would be able to assist at figuring out issues with SL.

There are times when support tab is helpful. There are times when it's useless. However, when people are paying real USD for prim usage, they should have the right to ask questions and receive answers. Please reinstate support tab for my account.

Thank you.

Customer service (or support) just does not exist at Linden Labs. Sure you can get a little help in game for something simple IF you can get a Linden to respond. Things like moving a tree that is on Linden land that is hanging in your house or something....any thing else they have a scripted line they must read direct from a page or notecard: "Contact Customer Support, file a Bug Report, file an Abuse Report, or it's a known issue and it will be addressed with the next release". Some how that doesn't measure up to customer service or support in my eyes.

There have been numerous discussions about this subject lately..........and it resolves nothing at all. Some here will offer excuses and "reasons" for the lack of service....some will bitch about it like me. But no one from Linden Labs reads this stuff so it's really just a relief valve to let off steam.

It all boils down to someone (or someones) actually taking their bread and butter customers seriously and finding a way to fix the product they are selling to us. And if that doesn't happen soon, with over 3 million registered residents, LL is going to suffer irreversible damage to their reputation as a quality company. Their attitude is that the residents should help one another.........and we do.........but we don't have access to the database, servers, accounts, and anything else that is necessary to resolve the problems people are experiencing. It can only be done by Linden Labs........they need to realize that.

Now, let the flaming begin.

All Flaming or any other form of derogatory statements to either Linden Labs or its fanboys will get you is a "Notice of Disciplinary Action" and threats to have your account terminated, so the best advice is to just shut up and take it up the arse if you want to stay in SL.

Cheers

Well I don't believe flaming is a necessity here. But I'm starting to wonder about this decision I've made to be on here. If we can spend the money, we can certainly file grievance.
So taking it up the arse isn't an option, unless of course "they" are paying. In this case, it's my money being lost due to vanishing prim and not having access to locate objects being sat upon. Thus, I ask for support to help figure out why.

If the software isn't going to be supported and questions answered, your money you invest in SL is next to useless. As mentioned above, the assets and the investment are not located on your home or office machines. They are located on LL servers. Thus, making it impossible to work on anything yourself or diagnose issues. All that can be done is to contact those that do work on the software and ask for assitance. With no assistance, I'm not sure about the investment. With missing items and faulty inventory, I am really second guessing my decisions. The inventory database issues need fixed. Losing real money because something vanishes into thin air won't work for the majority. Paying for prim usage that cannot be accessed won't work either.

Thank you.

Tracy, a question on the prims that are 'there' and unfindable? Have you tried the auto-return button? Also, things sometimes get buried under the ground, which if you have the client tab at the top, you'll see under the render menu - surface patch. Turn it off and you should be able to look under there too. Sometimes things get orbited up really high.. either a flight script or sit on an object and use the Z axis to send yourself up and scan from there. I have found return item to be the 'fastest' way of doing it, but it might return all your items too.

And for the lost inventory.. you have my sympathy, for whatever good that does. Only time I've heard of any success at getting a response from LL for an item lost in world due to 'asset-server being borked' has been with repeated but polite phone calls and emails.

Yes, LL is swamped with emails right now. Even people with larger problems (no offence) are waiting sometimes 2-3 weeks for answers... I've been waiting over 2 weeks now for an answer to: "Can I have a larger limit?" It may not seem terribly important but without that limit I can't carry out any business until the 20th when my current limit resets...

The lack of any kind of support from LL is impacting all aspects of SL As it stands now the only way to communicate with anyone from LL is by finding one online. As more and more people start to accost them in SL they will make themselves less and less accessable in self defense.

And only waiting two weeks to hear about a trading review is nothing, my first request was over two months ago and even with a number of subsequent requests I still have not heard anything. And this is ove a week after talking to Pathfinder Linden about this issue in world and being told he would look in to it.

When a paying customer has to repeatedly call or email "support" or customer service to get a response they are not getting service at all. Yeah it's understandable for a wait if something comes up over a weekend or holiday.......but to have to wait for 2 or 3 weeks? And maybe, just maybe you will get help? Surely you don't think that's really "support"!!! And to have have to call repeatedly (politely and calmly.........sorry, the third time and I'm beyond being polite LOL) is not recieving "support' either...............that's just getting lucky to find someone who can help.

Customer service does not exist in the Linden Labs company (or whatever they call it). It's a group of geeks intent on developing a virtual world and the users of this world are their test bed........."beta testers". We (us users) are not important beyond being here to experience the world and bitch about the problems so they can keep on developing..........in fact, we are somewhat of a nuisance to them. Not a bad deal for any of us if we were not paying for the privelege to lose our hard earned cash. It is not a free game for a lot of us. But I guess Microsoft got away with it for years so LL is just following suit.

Note: I did say that it was the ONLY successful way I'd heard. Meaning it's not successful for most of the time.. closer to next to not at all.

I still say they should have two types of Lindens, on world Lindens who don't have to handle the phones, but deal with the griefers and in world issues, and off world Lindens who do the phones, emails and snail mail and that's ALL they do - and the off world ones shouldn't be just tech-types either. Maybe LL is a bit small for it, but given how backed up they are, maybe they should consider it? Trying to multi-task a that level with customer support means they aren't getting anything done at all.

You nailed it, Raudf.

And if they are too small to structure their company into departments to handle all ALL ASPECTS of the business, then they are too small to be successful. All their efforts are in software and networks..............customers be damned.

Sad thing is even Torley has stopped responding to e-mails. Makes me really wonder if LL has said "stop answering questions" as a directive to it's employees.

That isn't beyond the realm, Musicteacher. It could be "burn-out" too..........god, I'd hate to have to answer questions to a bunch irrate users. But, I'm sure there are intelligent and sympathic employees at LL...........but, if the upper echelone makes it impossible to help then the natural thing for those people to do is hide. They can't help and are directed to dish out the same old line to appease the crowds it wears on them, I'm sure. I've been in positions of having to actually lie to customers to keep the bosses happy............I recented the hell out it too. My vision of LL as a company is a group of computer geeks who only want to work on their pet projects, push them out to the grid and see how well it works..............high five when it works and shrugging when it doesn't. And the head of LL is one of those types...............that will never work for a viable business. It won't even work for development of a virtual world.

What needs to happen is someone like Donald Trump to come stomping in and take control of the business end. Put the geeks in their server rooms and not let them out till they fix it. Put 50 CSR's at consoles and hook them up to a 1000 line phone bank and not them out til the phones quit ringing. And finally some real harda$$ with a big whip to get people directed to the problem areas. Someone needs to take charge.

Well said Peggy, your comments are dead on.