Second Life Forums Archive - Support Request: average wait time?

Jopsy Pendragon

Perpetual Outsider

Join date: 15 Jan 2004

Posts: 1,906

05-12-2007 15:20

I'm on day three of waiting for a reboot request to be processed.

(The region I live in and it's neighbor aren't communicating, teleporting in usually fails, rezzing objects takes three minutes or longer, few textures are coming into focus, etc, etc, etc, enough problems that I'm going to stay offline until they're resolved).

This poll is for people that have sent SIMPLE requests to SecondLife's support request address, like reboot requests, reports of offline regions, that kind of thing...

How long has it taken to get action on your request?

Please anser honestly... I would like to know how long I should expect to wait for my home region to get rebooted.

_____________________

* The Particle Laboratory * - One of SecondLife's Oldest Learning Resources.
Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas.
-
Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!

Isablan Neva

Mystic

Join date: 27 Nov 2004

Posts: 2,907

05-12-2007 15:48

This may not be helpful, but the Concierge responded to my inquiry about sim crashes within 3 days last week.

You might think about putting a region down report...

https://secure-web12.secondlife.com/account/region_down.php

_____________________

http://slurl.com/secondlife/TheBotanicalGardens/207/30/420/

Jopsy Pendragon

Perpetual Outsider

Join date: 15 Jan 2004

Posts: 1,906

05-12-2007 18:39

I may do that... I try to go by the book as much as possible though.

"This form is for reporting a region that has not recovered after going down or crashing."

May be relevant... the problems I'm seeing have persisted since the last time my home region rebooted, so technically it "has not recovered after going down or crashing". (at least not fully) Though I suspect by "recovered" they meant "came back online."

I'll give it a few more days and see how things turn out.

_____________________

* The Particle Laboratory * - One of SecondLife's Oldest Learning Resources.
Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas.
-
Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!

Winter Phoenix

Voyager of Experiences

Join date: 15 Nov 2004

Posts: 683

last time took me about ten minutes...

05-12-2007 19:50

There is no excuse for five customers to still have a problem unresolved after a month.

_____________________

~GIVEN FREE REIGN THE SYSTEM WILL TELL YOU,
WHAT TO DO,
WHEN AND HOW TO DO IT,
WHAT YOU CAN READ, VIEW, OR LISTEN TO,
WHAT YOU CAN SAY,
WHAT YOU CAN DO WITH YOUR OWN BODY,
AND SUCK ALL YOUR MONEY OUT OF YOUR POCKET WHILE IT DOES THIS!
QUESTION AUTHORITY!~ W.P

Kenn Nilsson

AeonVox

Join date: 24 May 2005

Posts: 897

05-12-2007 19:51

Make that 6.

Granted...problems I report tend to be jira-type problems...not just sim-crashes.

_____________________

--AeonVox--

Computer games don't affect kids; I mean if Pac-Man affected us as kids, we'd all be running around in darkened rooms chasing ghosts, eating magic pills, and listening to repetitive, addictive, electronic music.

Sindy Tsure

Will script for shoes

Join date: 18 Sep 2006

Posts: 4,103

05-12-2007 20:02

/me doesn't have an answer to the support time question but is glad to see Jopsy posting again.

Isablan Neva

Mystic

Join date: 27 Nov 2004

Posts: 2,907

05-12-2007 21:54

I stopped by a bit ago, everything seemed normal. Obviously, I couldn't create anything to test that but all the textures were coming in perfectly, even with a draw distance of 320 - which is usually deadly on the mainland.

_____________________

http://slurl.com/secondlife/TheBotanicalGardens/207/30/420/

Kenbro Utu

Registered User

Join date: 26 Sep 2006

Posts: 483

05-12-2007 22:45

Right after the Land Management forum was removed, an abandoned lot on the mainland near a small plot of mine was filled to overflowing with prim litter, including 3 or 4 looping wav files and massive particle spammers. I went to the FAQ supplied by the blog entry that declared the forum gone, followed the FAQ to the letter. What I got back after a week was a direct copy and paste from the same exact FAQ.... that is all. I hotly replied with some spat-out statements mingled with disbelief, disgust and exasperation. After another week and half I got a reply back, with yet another support email address. NOT the one supplied in the FAQ about how to handle land management issues. Another week or so later I got a reply to that email, in another few days (just short of a month) the lot was reclaimed by Governor Linden and cleaned up.

I had reported similar and far less severe issues to the land management forum and they were handled within a day or two...

In summary, I am not pleased with the reorganization efforts for "enhancing" support.

Jopsy Pendragon

Perpetual Outsider

Join date: 15 Jan 2004

Posts: 1,906

05-12-2007 23:01

From: Isablan Neva

I stopped by a bit ago, everything seemed normal. Obviously, I couldn't create anything to test that but all the textures were coming in perfectly, even with a draw distance of 320 - which is usually deadly on the mainland.

Yay! and yes... the sim was rebooted late this afternoon... whether deliberately or accidentally, I'm not sure, but all seems well once again.

I have noticed that random sim reboots seem to be less frequent than they were in late winter... every few days instead of several times daily, which is nice, except for when you actually WANT a reboot.

_____________________

* The Particle Laboratory * - One of SecondLife's Oldest Learning Resources.
Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas.
-
Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!

Jopsy Pendragon

Perpetual Outsider

Join date: 15 Jan 2004

Posts: 1,906

05-12-2007 23:03

From: Sindy Tsure

/me doesn't have an answer to the support time question but is glad to see Jopsy posting again.

=) I had become too much of a forum nazi, it was time for me to shush. I still lurk around though, mostly looking for people with particle questions.

_____________________

* The Particle Laboratory * - One of SecondLife's Oldest Learning Resources.
Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas.
-
Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!

SuezanneC Baskerville

Forums Rock!

Join date: 22 Dec 2003

Posts: 14,229

05-12-2007 23:41

LL provides numeric data on various matters like square meters of land held, dollars spent, etc.; some stats on customer service such as average response time for support phone calls, average resolution time for sim restart requests, etc. might be a nice addition to the information they provide.

_____________________

-

So long to these forums, the vBulletin forums that used to be at forums.secondlife.com. I will miss them.

I can be found on the web by searching for "SuezanneC Baskerville", or go to

http://www.google.com/profiles/suezanne

-

http://lindenlab.tribe.net/ created on 11/19/03.

Members: Ben, Catherine, Colin, Cory, Dan, Doug, Jim, Philip, Phoenix, Richard,
Robin, and Ryan

-

Kitty Barnett

Registered User

Join date: 10 May 2006

Posts: 5,586

05-13-2007 02:21

Did you email [email]support@secondlife.com[/email] or [email]inworldsupport@secondlife.com[/email]? The latter ends up with on-duty Liasons and has a fairly good response time.

Dnali Anabuki

Still Crazy

Join date: 17 Oct 2006

Posts: 1,633

05-13-2007 03:06

From: Jopsy Pendragon

=) I had become too much of a forum nazi, it was time for me to shush. I still lurk around though, mostly looking for people with particle questions.

Your particle lab is fantastic. Thanks so much for this wonderful resource.

Zaphod Kotobide

zOMGWTFPME!

Join date: 19 Oct 2006

Posts: 2,087

05-13-2007 05:20

Aren't you at Concierge level Jopsy? Seems like all of Teal is your playground

Jopsy Pendragon

Perpetual Outsider

Join date: 15 Jan 2004

Posts: 1,906

05-14-2007 07:53

Kitty-

Serves me right, I should have known to look at the knowledge base (http://secondlife.com/app/support/support.html) instead of the old support web pages (http://secondlife.com/community/support.php).

Zaphod-

I could have gone that route, but since I don't own all of Teal, I figured I'd stick to "normal channels." If it were still off in the weeds this morning I definitely would have escalated.

Dnali-

Thanks! =)

_____________________

* The Particle Laboratory * - One of SecondLife's Oldest Learning Resources.
Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas.
-
Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!

Yiffy Yaffle

Purple SpiritWolf Mystic

Join date: 22 Oct 2004

Posts: 2,802

05-14-2007 08:00

In my time in Second Life I've contacted the hotline probably 11 times. Only 2 of those times have I actually been in contact with a real person. The rest of those times it was a automated message that put me on hold for 10 minutes listening to really horrifying music and random linden messages only ti find that nobody is around to take the call and i have to file a ticket which never gets replied to.

_____________________

YouTube channel -+- Website -+- RezzedNet Profile

Kenn Nilsson

AeonVox

Join date: 24 May 2005

Posts: 897

05-14-2007 08:45

From: Kitty Barnett

Did you email [email]support@secondlife.com[/email] or [email]inworldsupport@secondlife.com[/email]? The latter ends up with on-duty Liasons and has a fairly good response time.

You know...I've done that twice now--both times when an error occured that said "please e-mail [email]support@secondlife.com[/email]".

The first instance of sending the e-mail is over a month old--no reply.

The second instance is over a week old--no reply.

_____________________

--AeonVox--

Computer games don't affect kids; I mean if Pac-Man affected us as kids, we'd all be running around in darkened rooms chasing ghosts, eating magic pills, and listening to repetitive, addictive, electronic music.

Support Request: average wait time?
Jopsy Pendragon Perpetual Outsider Join date: 15 Jan 2004 Posts: 1,906	05-12-2007 15:20 I'm on day three of waiting for a reboot request to be processed. (The region I live in and it's neighbor aren't communicating, teleporting in usually fails, rezzing objects takes three minutes or longer, few textures are coming into focus, etc, etc, etc, enough problems that I'm going to stay offline until they're resolved). This poll is for people that have sent SIMPLE* requests to SecondLife's support request address, like reboot requests, reports of offline regions, that kind of thing...* How long has it taken to get action on your request? Please anser honestly... I would like to know how long I should expect to wait for my home region to get rebooted. _____________________ * The Particle Laboratory * - One of SecondLife's Oldest Learning Resources. Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas. - Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!
Isablan Neva Mystic Join date: 27 Nov 2004 Posts: 2,907	05-12-2007 15:48 This may not be helpful, but the Concierge responded to my inquiry about sim crashes within 3 days last week. You might think about putting a region down report... https://secure-web12.secondlife.com/account/region_down.php _____________________ http://slurl.com/secondlife/TheBotanicalGardens/207/30/420/
Jopsy Pendragon Perpetual Outsider Join date: 15 Jan 2004 Posts: 1,906	05-12-2007 18:39 I may do that... I try to go by the book as much as possible though. "This form is for reporting a region that has not recovered after going down or crashing." May be relevant... the problems I'm seeing have persisted since the last time my home region rebooted, so technically it "has not recovered after going down or crashing". (at least not fully) Though I suspect by "recovered" they meant "came back online." I'll give it a few more days and see how things turn out. _____________________ * The Particle Laboratory * - One of SecondLife's Oldest Learning Resources. Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas. - Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!
Winter Phoenix Voyager of Experiences Join date: 15 Nov 2004 Posts: 683	last time took me about ten minutes... 05-12-2007 19:50 There is no excuse for five customers to still have a problem unresolved after a month. _____________________ ~GIVEN FREE REIGN THE SYSTEM WILL TELL YOU, WHAT TO DO, WHEN AND HOW TO DO IT, WHAT YOU CAN READ, VIEW, OR LISTEN TO, WHAT YOU CAN SAY, WHAT YOU CAN DO WITH YOUR OWN BODY, AND SUCK ALL YOUR MONEY OUT OF YOUR POCKET WHILE IT DOES THIS! QUESTION AUTHORITY!~ W.P
Kenn Nilsson AeonVox Join date: 24 May 2005 Posts: 897	05-12-2007 19:51 Make that 6. Granted...problems I report tend to be jira-type problems...not just sim-crashes. _____________________ --AeonVox-- Computer games don't affect kids; I mean if Pac-Man affected us as kids, we'd all be running around in darkened rooms chasing ghosts, eating magic pills, and listening to repetitive, addictive, electronic music.
Sindy Tsure Will script for shoes Join date: 18 Sep 2006 Posts: 4,103	05-12-2007 20:02 /me doesn't have an answer to the support time question but is glad to see Jopsy posting again.
Isablan Neva Mystic Join date: 27 Nov 2004 Posts: 2,907	05-12-2007 21:54 I stopped by a bit ago, everything seemed normal. Obviously, I couldn't create anything to test that but all the textures were coming in perfectly, even with a draw distance of 320 - which is usually deadly on the mainland. _____________________ http://slurl.com/secondlife/TheBotanicalGardens/207/30/420/
Kenbro Utu Registered User Join date: 26 Sep 2006 Posts: 483	05-12-2007 22:45 Right after the Land Management forum was removed, an abandoned lot on the mainland near a small plot of mine was filled to overflowing with prim litter, including 3 or 4 looping wav files and massive particle spammers. I went to the FAQ supplied by the blog entry that declared the forum gone, followed the FAQ to the letter. What I got back after a week was a direct copy and paste from the same exact FAQ.... that is all. I hotly replied with some spat-out statements mingled with disbelief, disgust and exasperation. After another week and half I got a reply back, with yet another support email address. NOT the one supplied in the FAQ about how to handle land management issues. Another week or so later I got a reply to that email, in another few days (just short of a month) the lot was reclaimed by Governor Linden and cleaned up. I had reported similar and far less severe issues to the land management forum and they were handled within a day or two... In summary, I am not pleased with the reorganization efforts for "enhancing" support.
Jopsy Pendragon Perpetual Outsider Join date: 15 Jan 2004 Posts: 1,906	05-12-2007 23:01 From: Isablan Neva I stopped by a bit ago, everything seemed normal. Obviously, I couldn't create anything to test that but all the textures were coming in perfectly, even with a draw distance of 320 - which is usually deadly on the mainland. Yay! and yes... the sim was rebooted late this afternoon... whether deliberately or accidentally, I'm not sure, but all seems well once again. I have noticed that random sim reboots seem to be less frequent than they were in late winter... every few days instead of several times daily, which is nice, except for when you actually WANT a reboot. _____________________ * The Particle Laboratory * - One of SecondLife's Oldest Learning Resources. Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas. - Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!
Jopsy Pendragon Perpetual Outsider Join date: 15 Jan 2004 Posts: 1,906	05-12-2007 23:03 From: Sindy Tsure /me doesn't have an answer to the support time question but is glad to see Jopsy posting again. =) I had become too much of a forum nazi, it was time for me to shush. I still lurk around though, mostly looking for people with particle questions. _____________________ * The Particle Laboratory * - One of SecondLife's Oldest Learning Resources. Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas. - Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!
SuezanneC Baskerville Forums Rock! Join date: 22 Dec 2003 Posts: 14,229	05-12-2007 23:41 LL provides numeric data on various matters like square meters of land held, dollars spent, etc.; some stats on customer service such as average response time for support phone calls, average resolution time for sim restart requests, etc. might be a nice addition to the information they provide. _____________________ - So long to these forums, the vBulletin forums that used to be at forums.secondlife.com. I will miss them. I can be found on the web by searching for "SuezanneC Baskerville", or go to http://www.google.com/profiles/suezanne - http://lindenlab.tribe.net/ created on 11/19/03. Members: Ben, Catherine, Colin, Cory, Dan, Doug, Jim, Philip, Phoenix, Richard, Robin, and Ryan -
Kitty Barnett Registered User Join date: 10 May 2006 Posts: 5,586	05-13-2007 02:21 Did you email [email]support@secondlife.com[/email] or [email]inworldsupport@secondlife.com[/email]? The latter ends up with on-duty Liasons and has a fairly good response time.
Dnali Anabuki Still Crazy Join date: 17 Oct 2006 Posts: 1,633	05-13-2007 03:06 From: Jopsy Pendragon =) I had become too much of a forum nazi, it was time for me to shush. I still lurk around though, mostly looking for people with particle questions. Your particle lab is fantastic. Thanks so much for this wonderful resource.
Zaphod Kotobide zOMGWTFPME! Join date: 19 Oct 2006 Posts: 2,087	05-13-2007 05:20 Aren't you at Concierge level Jopsy? Seems like all of Teal is your playground
Jopsy Pendragon Perpetual Outsider Join date: 15 Jan 2004 Posts: 1,906	05-14-2007 07:53 Kitty- Serves me right, I should have known to look at the knowledge base (http://secondlife.com/app/support/support.html) instead of the old support web pages (http://secondlife.com/community/support.php). Zaphod- I could have gone that route, but since I don't own all of Teal, I figured I'd stick to "normal channels." If it were still off in the weeds this morning I definitely would have escalated. Dnali- Thanks! =) _____________________ * The Particle Laboratory * - One of SecondLife's Oldest Learning Resources. Free particle, control and targetting scripts. Numerous in-depth visual demonstrations, and multiple sandbox areas. - Stop by and try out Jopsy's new "Porgan 1800" an advanced steampunk styled 'particle organ' and the new particle texture store!
Yiffy Yaffle Purple SpiritWolf Mystic Join date: 22 Oct 2004 Posts: 2,802	05-14-2007 08:00 In my time in Second Life I've contacted the hotline probably 11 times. Only 2 of those times have I actually been in contact with a real person. The rest of those times it was a automated message that put me on hold for 10 minutes listening to really horrifying music and random linden messages only ti find that nobody is around to take the call and i have to file a ticket which never gets replied to. _____________________ YouTube channel -+- Website -+- RezzedNet Profile
Kenn Nilsson AeonVox Join date: 24 May 2005 Posts: 897	05-14-2007 08:45 From: Kitty Barnett Did you email [email]support@secondlife.com[/email] or [email]inworldsupport@secondlife.com[/email]? The latter ends up with on-duty Liasons and has a fairly good response time. You know...I've done that twice now--both times when an error occured that said "please e-mail [email]support@secondlife.com[/email]". The first instance of sending the e-mail is over a month old--no reply. The second instance is over a week old--no reply. _____________________ --AeonVox-- Computer games don't affect kids; I mean if Pac-Man affected us as kids, we'd all be running around in darkened rooms chasing ghosts, eating magic pills, and listening to repetitive, addictive, electronic music.

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Support Request: average wait time?