Second Life Support Center? Worthless!

Has anyone looked at the new "Second Life Support Center", which has abruptly replaced the old KnowledgeBase? It's gutted, devoid of content, and utterly worthless! Try looking up any basic bit of information, like searching for info on parcel access controls or ban lines. Virtually nothing useful to be found...

In typical LL fashion, they threw out what was useful before the replacement option was the least bit ready for use.

*sigh*

http://secondlife.com/community/support.php#LoginArea

{EDIT} For the moment, some of the old links to the knowledgebase do still work, like this one:

http://secondlife.com/knowledgebase/

{/EDIT}

The knowledgebase is still there. As is the new Solution Finder, which seems to have done a good job in fielding information for actual problems.

Of course searching for parcel information or banlines in the Solution Finder won't return anything... because those things aren't actual problems.

Ceera, I heartily agree! Earlier, abuse reported an person for rezzing not one, but several huge prims in the Sandbox Island.... Yeah, they'll get right on that, uh-huh. Meanwhile, the sandbox was unusable. So, I go to support to see what the 1-800 number is, which btw, isn't working anymore. There isn't a Live Chat option, so.... Well, long story short, I emailed the inworld email and they did fix it.. kinda... the Sandbox Island Extension was still huge prim laden.

I hate Linden Lab's idea of support as much as I love Second Life. This has left a bitter taste in my mouth. I want to TALK TO SOMEONE, explain what's going on and all that... not have to shoot off an email! *snorts* I'm premium, thus, I should have Live Chat! It doesn't have to be voice.. just IMs like Yahoo, MSN or whatever.

I don't wanna have to spam random Linden Liaisons to get a human response. I almost IM'd Heretic to see if she could get someone to take care of it. *frowns* Which I hate having to do. I hate pestering individuals for something like this, when there is supposed to be a less personal way to get a hold of someone.

Someone please explain to me what I'm supposed to do to get proper support around here in cases like this?

I'm not sure what you mean, Ceera. After choosing Knowledge Base on the left side of the new support screen, items 8, 20, 22, and 24 under 'Land and the Linden Dollar (L$) Economy' seem to address parcel access controls and ban lines...and they still look like the same Knowledge Base articles as always.

wait you mean we now email our abuse reports? How do you send photos and take information ingame if you have to log out and boot up an email program? Is this what premiums get too?

*confused*

If you click on "Support" and follow the readily visible link for "Knowledge Base and Solution Finder", which claims to have answers to problems, you can't even find such simple information as what the effective ban height limits are.

Yes, there is still, for now, a link much father down on the left that also says "Knowledgebase", and which, for now, leads to the old knowledgebase, where you CAN find info on ban line height limits. IF you scroll diwn and see it. IF you realize that the link below the scroll line isn't a redundant link to the same Solution Center database that came up empty.

Oh, and I do love the fact that most of the responses in the Solution Center that have to do with resident to resident issues can be summed up with "You're screwed, unless you can work it out yourself with that individual. LL won't lift a finger to resolve it." The only cases where LL offered any actual help were where someone who is not party to a financial transaction used invisible prims or other scripted tricks to steal money that one Player was paying to another Player's vendor.

No Wilhelm.. it's not supposed to be. Premium accounts are supposed to have a Live Chat, which I couldn't find a link to in the "Support Portal," if it exists at this time...

Only reason I emailed is because I was there, annoyed and wanting to build and couldn't because the guy's huge prims. He did it to prevent people from building, bragging about it as he rezzed them to lag the place out. Yes, I wasn't the only one to file an abuse report, but they were probably backed up with other issues. All we needed was someone to come and remove the prims so building could resume.

Added: Sorry, I'm rather annoyed and this really isn't the place to air it. *takes deep breath* I'm just big on customer support.

The Knowledge Base link is directly below the one for Solution Finder on the screen I'm seeing. Even if I expand the Solution Finder, Knowledge Base remains above the halfway point on the page.

http://farm1.static.flickr.com/229/512664270_bda2d64881_o.jpg

And, as I understand the blog post regarding the new support set up, the Solution Finder is meant to be an additional tool, not a replacement for the Knowledge Base.

I don't think anyone has claimed that the system is finished yet.. I notice the ticket submission system is online, but I don't see any reference to live chat.. the KB articles are still around, but I understand they are still being worked on, and they've probably got a way to go with that. One thing I did find interesting that addresses one of Ceera's big concerns. Note the very last sentence in the following paragraph:

"Premium Accounts: If you have a premium account with Second Life, you have the ability to submit a support ticket or engage in a text chat session with our Billing, Inworld and Outworld Support teams through the Solution Finder. Live text chat is available for you from 9am-6pm PST Monday-Friday. Please note that we also offer premium support to Lifetime, Beta, Teen Basic, and Basic accounts with LindeX trading tiers."

The ticketing system contains the following statement from Linden Lab regarding we users: "There's too many of you!" .

This is not the most effective marketing statement ever made.

I submitted a trouble ticket and got an answer back from Frontier Linden in less than one hour.

Definately *needs work*

I understand the intent of it, but there's a bit too much laughing and scratching going on in that lanquage, when it really needs to be more business-like.

"There's too many of you" of course means "there's too many of you to try and support via email and calls to Live Help and random pings to Lindens out in world"

.. but yeah, said language needs some corporate housekeeping. The rest of it is okay, I think. It speaks alot to a point I've made numerous times in the past.. Imagine an email inbox full of tens of thousands of messages about this common problem: "I have this box on my head and I've no idea how to get it off! Help!" If anything, I think the emphasis on self help should be stronger, else we'll have a helpdesk system full of thousands of the same low level issues.

This is a HUGE step in the right direction, overall, but please give it (and Linden Lab) time to sort out.. constructive criticism is what's needed here. And evidence abounds that they are listening to us. Let's impose ourselves into this process while it develops.. but let's do so respectfully.

That is funny. Hilarious. So long, of course, as it's happening to someone else.