Concierge level chat support - secrets exposed

The following is a complete log of my attempt to use the live chat support available only to concierge level support recipients (sim owners). yes, I am a sim owner, so that includes me.

---cut here----

Chat with an operator online.

Sorry, no operators are currently available.

Live Help Hours: Monday - Friday 9AM-6PM PST

Contact Us:

---cut here---

It was approximately 1 pm SLT when I recorded this chat log. I realise it is technically against the TOS to paste a chat log in the forums without consent of all parties concerned, but I checked thorouhly, and I believe I have obtained full permission of every linden staff member who was involved in this chat log. I am sure I will find myself banned shortly if any linden staff members can show that their words were pasted here without their consent.

Permit me to pretend to be surprised. Sadly, I'd fail at it, so I guess it doesn't matter.

Yes, this just prove the point that the only thing not scalable in SL is Linden Labs joke of a Customer Support. Hey, LL, take a hint from Dell, outsource!

Hm, could it have been that they were all busy and don't have a better busy message than that? How many of them ARE there?

maybe there is only one and he was on a lunch break.

Personally I find it funny that a sim down reported by 50 basic players isn't wort worrying about immediately but sim down for a sim owner is...............

If there's nobody on the other end, then it's not a chat, so I don't think to worry about TOS. Also, concierge support is available to anyone who pays $125USD/month in tiers and fees, not just sim owners. It is somewhere in that maze of online support information.

50 Basic players - Per month payment to LL = $0

1 owner of 1 sim - $1675 initial payment and $195 per month to LL

Do the math.

Very strange... I'm just a premium member, and I managed to get a live chat and even an in-world visit around 11 pm SL time. And on my first try!

LL is such a mystery.



I think they DID outsource the support portal web site... to HELL!!!

Umm ok Sim is down 50 people don't go and buy any of the sim owners stuff or anything from his tenants because LL won't reset the sim till a concierge qualified resident reports it.....

Minor Phone system Glitch common with All these automated systems.

But yes, this thread will probably be locked as this isn't a Question, and it is critical (With or without foundation is a matter of opinion) of LL's staff and support systems.

As for you being banned, You might be If it was a Linden that recorded the message.

Angel.

Concierge?

I sent an email yesterday, here is the reply:

Thank you for contacting Linden Lab, the makers of Second Life. Our support system has changed and we have discontinued the use of this email address. To find information on your issue and to contact support, please visit http://secondlife.com/support .

Please note, information sent to this email address will not be read or responded to.

I sent a report on the old system about the road surface in Hanja dissappearing, about 2 months ago, it's still missing, buggered if I can work out how to report it on the new system, perhaps it's a wiki item and needs votes against it to be actioned, perhaps it will still be missing when they shut the servers down in 12 months time.

You know the old report systems are almost dead. they are now not dealing with issues. Instead refeing the tracker system ........How messed up are these days...........

$295* for many

As an owner of a web hosting company I disagree. If I hear from 50 web site visitors that a site is down, I'm not going to wait to hear from the owner before looking into the problem.

It's called service.

Doesn't LL know when sims in their own network are down?

I don't know if they have a limit per Linden on the other end, but if/when you do get a successful live chat, you get a message explaining that the person you're talking to is dealing with other people also.

I don't think it's covered completely in the times stated.