Do you know how to get customer service from LL ? I do.

Step One: Go to the Support page and see what they ask you to do. Each situation requires a different method. They want you to use JIRA for bugs. Billing issues go to their phone number or to [email]billing@lindenlab.com[/email]. Support page is at : http://secondlife.com/community/support.php. Private island issues go to [email]concierge@lindenlab.com[/email]

Step Two: Wait a reasonable length of time. "Reasonable" depends on the exact situation you are dealing with.

Step Three: Go to Ambleside sim and try to find a Linden there. The Lindens all have little offices/homes there and most of them come in-world at least once a week.

Step Four: This may be Step One in some cases. Call their toll free number or their ordinary phone number. Leave a support ticket if you have to. Call again the next day.

Step Five: If you've been waiting for days, then maybe something got lost behind a desk or something. Now's the time to contact a Linden by email. Cyn Linden and Robin Linden both work in Customer service. Cyn = [email]cyn@lindenlab.com[/email], Robin = [email]robin@lindenlab.com[/email]. On edit: Add Torley Linden, [email]torley@lindenlab.com[/email]

If all five steps fail AND you've been appropriately patient, come back to this forum for more advice.

Hope this helped someone.

Wow, I have never had that much trouble getting in contact with anyone for service. Those are a lot of steps LOL. Usually calling the telephone line for supprt or concierge takes care of it for me.

Thanks for the info Steve! I'm sure there are many who will find it useful...especially those who seem to be having the most difficulty getting help.

You would hope that step one would suffuce, but it is a service to provide the other alternatives.

Rock on! And don't forget to check out the bazillion posts on the blog this week regarding changes to support. We're trying to make it better!

I've phoned 6 times, both to the Australian number (which is wrongly shown) and at international rates to the States, I have yet to speak to a human being, and no-one has called me back, no human being has answered my emails.

WTF?

My account was paid 12 months in advance, and i am far from happy at not being able to use it.

I'm at the end of my tether, and i do not know what else to do.

Email Cyn Linden at [email]cyn@lindenlab.com[/email] You can call the main office and ask to speak to her.

The problem is that the "good" responses to issues from LL are just as anecdotal as the bad ones.

Sometimes, you can get a timely response; sometimes, you can get no response at all. It also doesn't say anything specific about what channel you use. The channels have been constantly changing for as long as I have been in SL, probably longer. Even using the right channel has only a minor probability of getting a particular issue resolved in a (reasonably) timely fashion.

There's really little excuse to have 1,000 different communication channels and have no compass to know which direction to go when you have any particular issue. Some of them are obvious, but many are not.

Smart support companies consolidate their support offerings to a small set of avenues, and make it VERY obvious what one has to do to get support for any particular issue. Even when someone uses the wrong avenue, a good support company will quickly send/transfer the customer and his issue(s) to the right avenue to get them resolved.

Is this a hacked account? It doesn't look like the kind of attitude I'd expect from a company that wants people to think their customer support is actually supportive.

Be popular/famous/well known?

I met a girl that's been around for a good amount of time and is fairly well known, about a month ago she had an issue and went through a few of the steps to get looked after, 2 days it was resolved.

I little while ago I lost about L$3,000.00 worth of clothing/items from inventory (went poof!), I made absolutely certain it wasn't my own silliness that caused the dissapearance. Once I was convinced I wasn't at fault I fallowed the steps the popular girl (she told me what to do) and I've yet to hear from anyone in 2+weeks. /shrug.

Couple of days ago, same girl had a minor problem, sent an email, everything fixed in 2 hours.... hehe. /shrug again.

So yeah, not a big deal. I'm small potatoes and I know it . Even though I'm a paying resident I've only been around for 4 months so there has to be a certain amount of favor shown to those who have either been around for awhile or have garnered a certain amount of attention. Maybe I'll get looked after eventually .

Become a Linden?

If you run into a "call them on the phone" situation, I would suggest using Skype if you are possibly able to. The US 800-number is free to call from Skype, where-ever you are in the world. I've used that approach to call them from the UK, to get this very old account reactivated ($20 well spent, I feel!) with no problems.

(I'm pretty sure other VOIP services let you call US 800-numbers for free too, but Skype is very common and pretty easy to use.)

Thanks to heretic for getting me back online