Second Life Forums Archive - Finally got a response from Support.

Tybalt Brando

Catalyst

Join date: 25 Dec 2006

Posts: 347

04-28-2007 21:06

So, I've been having problems connecting to SL. The problem being that I can't. At all. So I send a pretty lengthy support ticket. Detailing all the issues, system specs, all that jazz.

The following is the ever so insightful response from Pierre-Luc Linden

From: someone

Dear Second Life Resident,

Thank you your inquiry.

In an attempt to improve our response rate for all technical support
inquiries and to provide better service; we are sending you this message.

Please reply to this e-mail if your problem or request persist and isn't
resolved by the articles below:

*Note: As for now we only provide support in English*
**Have you checked our Knowledge base at:
http://secondlife.com/knowledgebase/article.php?id=078 ??
**Additional help is also available there:
http://secondlife.com/app/help/index.php

Please also check the Blog for the latest updates about any problems,
and more: http://blog.secondlife.com/

***************************************************
For: Crash, Freeze, Graphics/Avatar appearance glitches, Lag, Hardware
problems:

First please check this link to make sure you have the latest drivers
for your video card: http://secondlife.com/knowledgebase/article.php?id=001

You can learn more about system requirements there:
http://secondlife.com/corporate/sysreqs.php

**Please also check this link about solutions for problems with the
newer Second Life client versions:
http://secondlife.com/knowledgebase/article.php?id=443

Many problems can also be resolved by simply doing this:
http://secondlife.com/knowledgebase/article.php?id=328

*Please check this link for possible Lag issues solutions:
http://secondlife.com/knowledgebase/article.php?id=273

*Avatar appearance corruption solutions:
http://secondlife.com/knowledgebase/article.php?id=300

"Quicktime initialising" errors can be resolved by uninstalling and
reinstalling the latest Quicktime version

In order to be able to help you we will need to see your Secondlife.log
and stats.log files which contains pertinent hardware and driver
information relating to Second Life. Instructions on how to find these
log files are available via:
http://secondlife.com/knowledgebase/article.php?id=318

*Windows vista is NOT yet supported but a patch is coming:
http://blog.secondlife.com/2007/02/09/windows-vista-status/
More details about Windows vista and ATI can be found there also:
http://blog.secondlife.com/2007/03/22/windows-vista-ati-update/

***************************************************
For Password or Login/Connection problems:

The options available for password recovery:

You can try to recover your password using this link:
https://secondlife.com/account/request.php using the email address tied
to your account. There you can retrieve your password by answering your
security question. Make sure you don't have a spam or email filter
activated that could prevent the reception of the e-mail. Always check
in your junk folder if it doesn't arrive after a short time.

If you cannot remember/access your email or answer your security
question then to resolve this issue you must call our office and speak
directly with a support representative:
http://secondlife.com/community/support.php

Unfortunately, we will otherwise be unable to resolve password issues
via e-mail support for security reasons.

For Login errors (such as turn caps lock off) please visit this link:
http://secondlife.com/knowledgebase/article.php?id=031

If you are getting "unable to connect, system may be down, login packet
never received ..." errors then please check this link:
http://secondlife.com/knowledgebase/article.php?id=029

If the problem persists (or for connection problems) please visit and do
as mentioned on the following link and attach the results with your reply:
http://secondlife.com/knowledgebase/article.php?id=331

If you are getting the message "Second Life cannot be accessed from this
computer" when trying to log in, please check this link for details:
http://secondlife.com/knowledgebase/article.php?id=025

To unsubscribe, change your membership plan, cancel your membership, and
more, please visit the "My Account" page at:
https://www.secondlife.com/account/

***************************************************
For Inventory problems:

Please check this link for your inventory problems if you haven't
already checked:
http://blog.secondlife.com/2007/04/14/update-experiencing-inventory-loss-read-on/
then please reply to this e-mail if the problems still persist.

***********************************************
For Billing, Payment Issues, Concierge, Abuses, region/estate or sim
problems, please visit:
http://blog.secondlife.com/2007/04/25/support-update/

***************************************************
Corporate, Academic, Government Inquiries:

Please e-mail [email]contact@lindenlab.com[/email]
For partnership queries, please email [email]proposals@lists.lindenlab.com[/email]

***************************************************
Media Inquiries:

For general queries, please contact our main number (415 243-9000) or
visit our media page at http://lindenlab.com/press/contacts .

Statistics about Second Life resident numbers, concurrency and daily
transaction volume can be found here: http://secondlife.com/ and here:
http://secondlife.com/whatis/economy_stats.php

***********************************************
Copyright Issues or logos uses

Please review our copyright policy at our DMCA page. If you feel it's
appropriate, you may file a copyright violation claim as outlined there.
http://secondlife.com/corporate/dmca.php

Or check this link for logos uses:
http://secondlife.com/knowledgebase/article.php?id=295

***********************************************
To Report a Bug please file a Bug report through the Second Life Tools
menu in-world.

***********************************************
Global support options as well as how to reach us by phone can be found
here: http://secondlife.com/community/support.php
***********************************************

Please feel free to contact us again if this doesn't satisfy your
initial inquiry, and we will respond as quickly as possible.

Best regards,

Linden Lab

***Using Yahoo Mail? If this message appears empty, try forwarding it to a
non-Yahoo mail account. Your answer is there..we promise!***

How's my driving? Rate Second Life Support:
https://secondlife.com/account/csr-survey.php

Now, I may be blind. But does anybody else see where he actually addressed the problem? I seem to be missing it.

Hey LL here's a hint about Tech Support I learned from Dell (Yes, believe it or not they have better customer service than you). When somebody sends a trouble ticket. Respond. Like actually have a real live human being email the client back and let them know they're working on the issue or give them the solution. Do not however have some semi-trained chimp copy/paste the "solution" out of your training manual. (Which by the way appears to have been written in crayon.) People with an IQ higher than a broken toaster oven can usually tell when this occurs and it pisses us off to no end.

Needless to say. I've replied to your email. Saying that obviously, no you didn't even come close to fixing the issue.

Kitty Barnett

Registered User

Join date: 10 May 2006

Posts: 5,586

04-28-2007 22:56

It seems they did the same with people who emailed billing and used the word "trading" anywhere in the email. Those people got an automated reply and their tickets were closed. Your email probably contained a keyword that triggered a second auto-responder which subsequently closes the ticket as resolved.

Usagi Musashi

UM ™®

Join date: 24 Oct 2004

Posts: 6,083

CNS=============Consumer No Service

04-28-2007 22:59

OMG dont you love this non human factor way to solve problems

NO! But if your billing is not righjt they take action

double standards from a a company that places instead answers from adatebase that does not FIT ALL issues of problems. Costumer service SHOULD have a human factor and not just a datebase full of half baked lazy time consuming get nowhere possible answers. ( these days datesbases that are SUPPOSE to solve a issue one might have is just a lazy way for company(s) to SAY there is help 24 hours a d 7 days a week.

Peggy Paperdoll

A Brat

Join date: 15 Apr 2006

Posts: 4,383

04-28-2007 23:42

Like those automated telephone answering methods? An endless slew of buttons to press to arrive sometime after 10 mins of nothing but recorded instructions on which button to press you get a "Thank you for your inquiry and we are happy to serve you. It's our desire to provide you with the highest quality of service. Please call us again if you experience any other problems or questions. We are available 24 hrs a day to serve your needs"...............then the dial tone.

Yeah............I love that kind of customer service. It's "high tech" and "cutting edge", don't you know. LOL

VooDoo Bamboo

www.voodoodesignsllc.com

Join date: 4 Oct 2006

Posts: 911

04-28-2007 23:43

You forgot to push 1 on the phone for English, lmao.

_____________________

VooDoo DESIGNS www.voodoodesignsllc.com

Usagi Musashi

UM ™®

Join date: 24 Oct 2004

Posts: 6,083

04-28-2007 23:55

From: VooDoo Bamboo

You forgot to push 1 on the phone for English, lmao.

You mean the speak english? I thought they spoke binary or C++

Brenda Connolly

Un United Avatar

Join date: 10 Jan 2007

Posts: 25,000

04-29-2007 00:09

Now if the Corporate Drone that XYZ Corp had put in charge of their SL interests were to call for help, he'd have a slew of Lindens knocking at his door

_____________________

Don't you ever try to look behind my eyes. You don't want to know what they have seen.

http://brenda-connolly.blogspot.com

Iridium Linden

Wikkid Linden

Join date: 12 Mar 2007

Posts: 262

Feel Your Pain

05-01-2007 12:11

Tybalt, you're right that this response doesn't solve your problem. We are revamping support for precisely that reason. For more info on what's to come with regard to support, see Robin's blog post at: http://blog.secondlife.com/2007/04/26/introducing-liaison-specialist-teams/.

Hypatia Callisto

metadea

Join date: 8 Feb 2006

Posts: 793

05-01-2007 12:19

From: Tybalt Brando

Now, I may be blind. But does anybody else see where he actually addressed the problem? I seem to be missing it.

I've had problems with the exact same person, doing similar things. Wrote me that SL doesn't support Windows Vista when I wrote it was my XP system giving me problems, and wrote me that they don't support the beta. Was during the point when so many couldn't make it into Beta, a day or so before it was due to hit the main grid. I wrote support with my problem getting into the beta and gave system specs on both systems - the one that worked and the one that didnt, in case they needed the info. Turned out that the update got delayed a week later, but I ended up getting this amazingly bad support letter.

apparantly this Linden couldn't even understand that's what I was doing, trying to provide information on bugs people were reporting short before a grid downtime and viewer update.

When I worked techmail years ago, (yeah, I've done this job before for a large online service, believe it or not, so I do have a clue) this was usually a symptom of someone working the tickets too fast, and using canned answers in cases when they shouldn't.

I wrote a somewhat annoyed response as well.

_____________________

... perhaps simplicity is complicated to grasp.

Tybalt Brando

Catalyst

Join date: 25 Dec 2006

Posts: 347

05-01-2007 12:22

From: Heretic Linden

Tybalt, you're right that this response doesn't solve your problem. We are revamping support for precisely that reason. For more info on what's to come with regard to support, see Robin's blog post at: http://blog.secondlife.com/2007/04/26/introducing-liaison-specialist-teams/.

Once again. Answers.....NOTHING. Is it required to have a degree in BS and Run-Around before slapping on the Linden last name?

Hydra Zenovka

Font of Wisdom

Join date: 13 Mar 2007

Posts: 97

05-01-2007 12:30

This is unfortunately the "support" that many companies have for their customers these days. The problem is that they always assume the customer is a know nothing moron who couldn't be bothered to check if the computer was plugged in.

The truth in that most people in SL or other online games/services are savvy enough to have already checked the knowledge base - FAQ etc. We don't want to go through all the "chimp" questions again. We want to speak to a human being who knows MORE about the issue than we already do.

Hypatia Callisto

metadea

Join date: 8 Feb 2006

Posts: 793

05-01-2007 12:42

From: Hydra Zenovka

We don't want to go through all the "chimp" questions again. We want to speak to a human being who knows MORE about the issue than we already do.

Oh, I'm sure there's plenty of people who write "chimp" questions

When answering support questions for my products, I sometimes get them there too

But the job of the support person is to be able to discern this, and not insult the person asking the question. Some questions have simple answers, and often can be answered by canned or quick and simple response.

Not all can be answered this way, and there's always going to be the issues that require more time.. This is why a reasonably competent human is needed for the position.

To be fair, not all my dealings with Lindens are bad, in fact most of them are good. But this particular person - I figured I better throw in my two cents, because it's happened to me too.

_____________________

... perhaps simplicity is complicated to grasp.

Finally got a response from Support.
Tybalt Brando Catalyst Join date: 25 Dec 2006 Posts: 347	04-28-2007 21:06 So, I've been having problems connecting to SL. The problem being that I can't. At all. So I send a pretty lengthy support ticket. Detailing all the issues, system specs, all that jazz. The following is the ever so insightful response from Pierre-Luc Linden From: someone Dear Second Life Resident, Thank you your inquiry. In an attempt to improve our response rate for all technical support inquiries and to provide better service; we are sending you this message. Please reply to this e-mail if your problem or request persist and isn't resolved by the articles below: Note: As for now we only provide support in English Have you checked our Knowledge base at: http://secondlife.com/knowledgebase/article.php?id=078 ?? Additional help is also available there: http://secondlife.com/app/help/index.php Please also check the Blog for the latest updates about any problems, and more: http://blog.secondlife.com/ ************************************************* For: Crash, Freeze, Graphics/Avatar appearance glitches, Lag, Hardware problems: First please check this link to make sure you have the latest drivers for your video card: http://secondlife.com/knowledgebase/article.php?id=001 You can learn more about system requirements there: http://secondlife.com/corporate/sysreqs.php Please also check this link about solutions for problems with the newer Second Life client versions: http://secondlife.com/knowledgebase/article.php?id=443 Many problems can also be resolved by simply doing this: http://secondlife.com/knowledgebase/article.php?id=328 Please check this link for possible Lag issues solutions: http://secondlife.com/knowledgebase/article.php?id=273 Avatar appearance corruption solutions: http://secondlife.com/knowledgebase/article.php?id=300 "Quicktime initialising" errors can be resolved by uninstalling and reinstalling the latest Quicktime version In order to be able to help you we will need to see your Secondlife.log and stats.log files which contains pertinent hardware and driver information relating to Second Life. Instructions on how to find these log files are available via: http://secondlife.com/knowledgebase/article.php?id=318 Windows vista is NOT yet supported but a patch is coming: http://blog.secondlife.com/2007/02/09/windows-vista-status/ More details about Windows vista and ATI can be found there also: http://blog.secondlife.com/2007/03/22/windows-vista-ati-update/ ************************************************ For Password or Login/Connection problems: The options available for password recovery: You can try to recover your password using this link: https://secondlife.com/account/request.php using the email address tied to your account. There you can retrieve your password by answering your security question. Make sure you don't have a spam or email filter activated that could prevent the reception of the e-mail. Always check in your junk folder if it doesn't arrive after a short time. If you cannot remember/access your email or answer your security question then to resolve this issue you must call our office and speak directly with a support representative: http://secondlife.com/community/support.php Unfortunately, we will otherwise be unable to resolve password issues via e-mail support for security reasons. For Login errors (such as turn caps lock off) please visit this link: http://secondlife.com/knowledgebase/article.php?id=031 If you are getting "unable to connect, system may be down, login packet never received ..." errors then please check this link: http://secondlife.com/knowledgebase/article.php?id=029 If the problem persists (or for connection problems) please visit and do as mentioned on the following link and attach the results with your reply: http://secondlife.com/knowledgebase/article.php?id=331 If you are getting the message "Second Life cannot be accessed from this computer" when trying to log in, please check this link for details: http://secondlife.com/knowledgebase/article.php?id=025 To unsubscribe, change your membership plan, cancel your membership, and more, please visit the "My Account" page at: https://www.secondlife.com/account/ *********************************************** For Inventory problems: Please check this link for your inventory problems if you haven't already checked: http://blog.secondlife.com/2007/04/14/update-experiencing-inventory-loss-read-on/ then please reply to this e-mail if the problems still persist. ******************************************* For Billing, Payment Issues, Concierge, Abuses, region/estate or sim problems, please visit: http://blog.secondlife.com/2007/04/25/support-update/ *********************************************** Corporate, Academic, Government Inquiries: Please e-mail [email]contact@lindenlab.com[/email] For partnership queries, please email [email]proposals@lists.lindenlab.com[/email] *********************************************** Media Inquiries: For general queries, please contact our main number (415 243-9000) or visit our media page at http://lindenlab.com/press/contacts . Statistics about Second Life resident numbers, concurrency and daily transaction volume can be found here: http://secondlife.com/ and here: http://secondlife.com/whatis/economy_stats.php ******************************************* Copyright Issues or logos uses Please review our copyright policy at our DMCA page. If you feel it's appropriate, you may file a copyright violation claim as outlined there. http://secondlife.com/corporate/dmca.php Or check this link for logos uses: http://secondlife.com/knowledgebase/article.php?id=295 ******************************************* To Report a Bug please file a Bug report through the Second Life Tools menu in-world. ******************************************* Global support options as well as how to reach us by phone can be found here: http://secondlife.com/community/support.php ******************************************* Please feel free to contact us again if this doesn't satisfy your initial inquiry, and we will respond as quickly as possible. Best regards, Linden Lab Using Yahoo Mail? If this message appears empty, try forwarding it to a non-Yahoo mail account. Your answer is there..we promise!** How's my driving? Rate Second Life Support: https://secondlife.com/account/csr-survey.php Now, I may be blind. But does anybody else see where he actually addressed the problem? I seem to be missing it. Hey LL here's a hint about Tech Support I learned from Dell (Yes, believe it or not they have better customer service than you). When somebody sends a trouble ticket. Respond. Like actually have a real live human being email the client back and let them know they're working on the issue or give them the solution. Do not however have some semi-trained chimp copy/paste the "solution" out of your training manual. (Which by the way appears to have been written in crayon.) People with an IQ higher than a broken toaster oven can usually tell when this occurs and it pisses us off to no end. Needless to say. I've replied to your email. Saying that obviously, no you didn't even come close to fixing the issue.
Kitty Barnett Registered User Join date: 10 May 2006 Posts: 5,586	04-28-2007 22:56 It seems they did the same with people who emailed billing and used the word "trading" anywhere in the email. Those people got an automated reply and their tickets were closed. Your email probably contained a keyword that triggered a second auto-responder which subsequently closes the ticket as resolved.
Usagi Musashi UM ™® Join date: 24 Oct 2004 Posts: 6,083	CNS=============Consumer No Service 04-28-2007 22:59 OMG dont you love this non human factor way to solve problems NO! But if your billing is not righjt they take action double standards from a a company that places instead answers from adatebase that does not FIT ALL issues of problems. Costumer service SHOULD have a human factor and not just a datebase full of half baked lazy time consuming get nowhere possible answers. ( these days datesbases that are SUPPOSE to solve a issue one might have is just a lazy way for company(s) to SAY there is help 24 hours a d 7 days a week.
Peggy Paperdoll A Brat Join date: 15 Apr 2006 Posts: 4,383	04-28-2007 23:42 Like those automated telephone answering methods? An endless slew of buttons to press to arrive sometime after 10 mins of nothing but recorded instructions on which button to press you get a "Thank you for your inquiry and we are happy to serve you. It's our desire to provide you with the highest quality of service. Please call us again if you experience any other problems or questions. We are available 24 hrs a day to serve your needs"...............then the dial tone. Yeah............I love that kind of customer service. It's "high tech" and "cutting edge", don't you know. LOL
VooDoo Bamboo www.voodoodesignsllc.com Join date: 4 Oct 2006 Posts: 911	04-28-2007 23:43 You forgot to push 1 on the phone for English, lmao. _____________________ VooDoo DESIGNS www.voodoodesignsllc.com
Usagi Musashi UM ™® Join date: 24 Oct 2004 Posts: 6,083	04-28-2007 23:55 From: VooDoo Bamboo You forgot to push 1 on the phone for English, lmao. You mean the speak english? I thought they spoke binary or C++
Brenda Connolly Un United Avatar Join date: 10 Jan 2007 Posts: 25,000	04-29-2007 00:09 Now if the Corporate Drone that XYZ Corp had put in charge of their SL interests were to call for help, he'd have a slew of Lindens knocking at his door _____________________ Don't you ever try to look behind my eyes. You don't want to know what they have seen. http://brenda-connolly.blogspot.com
Iridium Linden Wikkid Linden Join date: 12 Mar 2007 Posts: 262	Feel Your Pain 05-01-2007 12:11 Tybalt, you're right that this response doesn't solve your problem. We are revamping support for precisely that reason. For more info on what's to come with regard to support, see Robin's blog post at: http://blog.secondlife.com/2007/04/26/introducing-liaison-specialist-teams/.
Hypatia Callisto metadea Join date: 8 Feb 2006 Posts: 793	05-01-2007 12:19 From: Tybalt Brando Now, I may be blind. But does anybody else see where he actually addressed the problem? I seem to be missing it. I've had problems with the exact same person, doing similar things. Wrote me that SL doesn't support Windows Vista when I wrote it was my XP system giving me problems, and wrote me that they don't support the beta. Was during the point when so many couldn't make it into Beta, a day or so before it was due to hit the main grid. I wrote support with my problem getting into the beta and gave system specs on both systems - the one that worked and the one that didnt, in case they needed the info. Turned out that the update got delayed a week later, but I ended up getting this amazingly bad support letter. apparantly this Linden couldn't even understand that's what I was doing, trying to provide information on bugs people were reporting short before a grid downtime and viewer update. When I worked techmail years ago, (yeah, I've done this job before for a large online service, believe it or not, so I do have a clue) this was usually a symptom of someone working the tickets too fast, and using canned answers in cases when they shouldn't. I wrote a somewhat annoyed response as well. _____________________ ... perhaps simplicity is complicated to grasp.
Tybalt Brando Catalyst Join date: 25 Dec 2006 Posts: 347	05-01-2007 12:22 From: Heretic Linden Tybalt, you're right that this response doesn't solve your problem. We are revamping support for precisely that reason. For more info on what's to come with regard to support, see Robin's blog post at: http://blog.secondlife.com/2007/04/26/introducing-liaison-specialist-teams/. Once again. Answers.....NOTHING. Is it required to have a degree in BS and Run-Around before slapping on the Linden last name?
Hydra Zenovka Font of Wisdom Join date: 13 Mar 2007 Posts: 97	05-01-2007 12:30 This is unfortunately the "support" that many companies have for their customers these days. The problem is that they always assume the customer is a know nothing moron who couldn't be bothered to check if the computer was plugged in. The truth in that most people in SL or other online games/services are savvy enough to have already checked the knowledge base - FAQ etc. We don't want to go through all the "chimp" questions again. We want to speak to a human being who knows MORE about the issue than we already do.
Hypatia Callisto metadea Join date: 8 Feb 2006 Posts: 793	05-01-2007 12:42 From: Hydra Zenovka We don't want to go through all the "chimp" questions again. We want to speak to a human being who knows MORE about the issue than we already do. Oh, I'm sure there's plenty of people who write "chimp" questions When answering support questions for my products, I sometimes get them there too But the job of the support person is to be able to discern this, and not insult the person asking the question. Some questions have simple answers, and often can be answered by canned or quick and simple response. Not all can be answered this way, and there's always going to be the issues that require more time.. This is why a reasonably competent human is needed for the position. To be fair, not all my dealings with Lindens are bad, in fact most of them are good. But this particular person - I figured I better throw in my two cents, because it's happened to me too. _____________________ ... perhaps simplicity is complicated to grasp.

Welcome to the Second Life Forums Archive

Finally got a response from Support.