Change to “Help Request” Feature Launching in Beta Grid
Tuesday, April 10th, 2007 at 9:35 AM by: Robin Linden[Update: 7:38PM PDT] For more details on how support will respond to immediate, in-world issues, please see comment #151 from Cyn Linden.
We have always tried at Linden Lab to give Second Life Residents the best support we are able. An important aspect of the support effort has been the integration of Resident volunteers, both to answer questions through Live Help, and as greeters and mentors on the Help Islands. Now that we’re nearly ready to implement the new support system, we’re taking a look at how to iterate this part of the service.
To that end, with the next viewer release we will be removing the Help Request IM feature that currently lives under the Help Menu. Despite the extraordinary efforts of some very dedicated volunteers, Help Request has outlived its usefulness by its very nature - it is, sadly, no longer possible to provide the one on one question/answer support that is promised due to the sheer volume of questions coming in. In its place will be a web page that will direct you to the various places you can receive help: once the new support software is live you will find access to it live under that menu heading.
Although this step may seem to be removing support, what we are actually doing is shifting our resources into a more efficient configuration to increase the level of help that is available to SL Residents. You will still be able to ask questions directly through email and on the phone, and of course the Knowledge Base is always available (and we’re adding new articles daily). Volunteers who have been helping you in Help Request will now be available on Public Help island, and you can get direct help there. We are also testing whether we can better help newcomers by having them greeted by volunteers on the orientation islands.
Our goal is to increase our ability to answer your questions by triaging your requests rather than answering each one on an as-is basis that gives the same weight to general questions as it does urgent requests.
We anticipate we will have this temporary measure in place for 3-5 weeks while we finish our implementation of our new service, at which time we will be talking with you more about how you receive support help in Second Life. We thank you for your continued help and feedback as we make this critical change.
April 10th, 2007 at 9:43 AM
I have to say that the live help is fast and friendly …. but useless to the actual needs of some resindents, at first ot those who try to get their already paid L$ (i´m now waiting for 5 days). I appreciate your service and every try you do to make SL more comfortable … but please please please get this money issue cleared. As you may imagine it´s hard to start or proceed with business without the chance to invest ;)…
April 10th, 2007 at 9:43 AM
Currently, the only reliable method for urgently contacting a Linden in-world, to deal with issues such as underage access to the grid, or severe griefing, is to post a request to Live Help.
Support emails take several days to be answered, if at all.
It would be really good if you could post something more specific and reassuring here, about exactly how “urgent requests” will be dealt with in the near future once Live Help is gone.
April 10th, 2007 at 9:44 AM
So… effectively non US residents will have no access to any live help requests unless they want to break out what they are doing to tp over somewhere (what if your help request is about not being able to TP?)
IMHO the knowledge base will have to be far, far more comprehensive than it currently for this to work smoothly. I had a small group admin problem to which I couldn’t find an answer to in the knowledge base - one minute with a live helper solved the problem and I was a happy group admin.
April 10th, 2007 at 9:55 AM
Removing Live Help entirely cuts off the most immediate form of communication to on-duty Lindens. Not answering and not listening are two very different things.
I can deal with a lack of detailed response to a live message to LL, but I cannot deal with the idea that nobody may see the important information about a sim crash or other emergent crisis at all until an email is read.
People scanning the constant flow of LIVE information posted to Live Help keeps human intuition in the loop. Certainly not all information posted to that system can expect a human response, but knowing that humans are monitoring it for the most important issues is both a comfort and a show of faith on Linden’s part that they do, in fact, listen.
Removing 911 from your local phone system and calling it an improvement is the sort of bone-headed idea that costs lives in emergencies. What will it mean here? I leave that to you to decide.
Ten Book
April 10th, 2007 at 10:00 AM
Can anyone say…
BIG MISTAKE?
April 10th, 2007 at 10:00 AM
After having several issues send with never getting any answer besides a totaly useless answer of a bot “Have you searched the help”… another good way to get an answer is gone….
Linden cuts more and more contacts to the customer, changing to anonymous, never answered bug reports and a help database, wich could answer may be 10% of my questions…
Living in an ivory tower and loosing close contact to the residents is a bad way.
Bad service does not pay.
April 10th, 2007 at 10:03 AM
BRING BACK GENERAL FORUM so us uses can start helping each other again
April 10th, 2007 at 10:03 AM
Ill levae my judgement untill later - im a live helper and am curious about the changes myself!!!
JP
April 10th, 2007 at 10:08 AM
Wow, this is concerning. We just had really bad particle spamming on our sims and I didn’t have any idea what to do. I ARd it, got the response that it was dealt with but the emitters were still there..finally I got an email saying to contact an in world Linden to remove the emitters. If you are going to remove the in world help, how would those emitters have been removed? The landowner is one of those people who isn’t on much and left his land at the mercy of whoever wanted to create on it.
I would suggest that you take care of things when the AR is dealt with then…if that had been done, it would have been one less call to an in World Linden.
I understand that as the world grows, you need to buffer yourself in order to have the space to get your work done…makes sense, been there myself. How about an inworld form for help like the AR? So things like sim crashes and griefer emitters could be dealt with more quickly?
And yes, you need to have a lot more people at the intake stations to help the new people adjust.
Is this the end of the inworld Lindens?
April 10th, 2007 at 10:12 AM
As a newbie I used live help once. After a L-O-N-G time of seeking an answer thru the Knowledge Base, I had a live help session that was extremely helpful because I could use a sentence or two to express my issue, not a keyword or two.
I would have settled for a live help interaction even a day or two after asking.
I’ll join a Live-help group if you want to create one.
Yip
April 10th, 2007 at 10:14 AM
This makes sense in one regard, but it also removes a human contact level which is very important in times of frustration.
We still need a Batphone to get Lindens to remove megaprims, and deal with realtime issues which require interpretation of ToS and Community Standards (such as losing 2000 US to a UI bug in a land transaction, perhaps because of latency: http://forums.secondlife.com/showthread.php?t=176533&page=1&pp=15).
Unless the new system provides solutions which the present system does not and allows human interaction, I think it’s a matter of reorganization which may confuse some and give the illusion of progress. Granted, I understand that resources are overused on some things - but when people have real problems requiring real solutions, where people are sent is not as important as simply having answers and solutions at the right time.
For example, the jira Beta is nice - but the average person can’t just go in and submit a bug without getting sent to hyperlink hell at least once.
I hope that this is thought of in this ‘evolution’. I don’t really care too much about someone saying that it is being thought of - what I would like to see are results. Like Linden Lab, I have to be pragmatic as well.
April 10th, 2007 at 10:18 AM
Well, this is really… umm… uncomfortable to say the least, i spent 2 years waiting to get my live help group tag, i am not kidding you, 2 years.
I got it last month and now this?
Thanks guys.
I think i’ll go waste more time in Vanguard instead.
April 10th, 2007 at 10:18 AM
Hiya all,just thought all of you residents paying good real dollars to play this farce of a game would like to know how you can expect to be treated by the Linden clan should they cause something to happen that robbed you of your land,finances or Inventory.
In Dec of last year Lindens did another of their famous upgrades,and as a result my partner Victoria Jacques lost nearly her entire inventory ..a folder that contained 27 months of purchases..everything she owned except her clothes and what we had on the ground.
Vic reported this loss straight away and received the customary Linden customer service response..deathly silence.
Over the past 4 months she has chased and chased them to find her lost inventory (i must add at this point that Lindens accepted it was a problem glitch caused by them)
Finally in frustration,and many broken promises of “we will investigate and get back to you” Vic rang Michael Linden in person..giving him full details of times dates and people spoken to.
Once again..the customary reponse..”will get back to you”..which of course he never did.
Finally i spoke with Robin Linden on Vics behalf,and i must commend her for at least getting back to me and finally getting something to happen.
Vic received a note from Michael Linden appologising for all the problems caused,and for her losing her inventory,and sent her a most generous compensation of 3000L..YES FOLKS,THATS RIGHT 3000L FOR THE LOSS OF 27 MONTHS OF INVENTORY.
Vic rang Michael and asked for an explanation of how he arrived at that value..his reply was that is the maximum Lindens will pay as reimbursment for any loss caused by them,and infact are under no obligation to pay anything.
He then went on to imply that Vic could be trying to “defraud” poor old Lindens by exagerating the extent of her losses,and if not could have purchased all those items and “given them away”..he then clutched at another straw and said because she had taken 3 months to report it she could be trying to take advantage of them.
Heyyy Michael..if you ever read these bloggs,and i doubt you care enough to do so..Never at any stage has Vic asked you or anyone else for financial compensation..she just wants her inventory back that was lost by negligence and incompetence on behalf of Lindens.
I sent back the 3000L .and was most pleased to see that Lindens kept it and gave me the curtesy of ..yes folks you guessed it..NO REPLY.
Please use the 3000L to put a down payment on a concience,and apart from Robin Linden perhaps you could use it for learning some people skills or a dictionary explaining the meaning of customer service.
The way Victoria has been treated is shameful,i just hope that noone else ever has to be confronted with Lindens arrogance,indifference,negligence and refusal to accept any responsibilty for their incompetance.
No wonder fully paid up members only account for 15% of the worlds population,there will be even less when my next subs are due.
Smiles,thanks all for having the patience to let me vent my spleen..thats if they let this through lol..Kind regards Kush.
(footnote)..since writing this i was advised that philip linden is a fair and honourable man,so sent him the complete history of what happened..yep folks ..have been deafened by the silence of his reply.
.
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April 10th, 2007 at 10:18 AM
It could work but the knowledgebase needs to be made PROPERLY searchable. I would say the search methodology incorporated right now has only a 35% chance of retrieving the article you really need and there are many articles such as test functions etc that plainly need to be removed to their own specific area away from the knowledgebase. They serve no purpose to the average user seeking help. Many articles are outdated or contain information that is misleading or incorrect. Terminology that has changed over the course of SL’s history can still be found in the knowledgebase which is confusing to new residents that no longer have those terms available within the new client. But once again.. the biggest help would be to implement boolean search to pinpoint and narrow down search results. Being able to specifically request that certain keywords are targeted and/or ignored within a search is something that EVERY search engine should implement. It saves so much frustration.
April 10th, 2007 at 10:19 AM
I am a big LL supporter but this is very disappointing: Just a few questions.
1) how does one alert the Lab to major issues in-world like gray goo, grief, etc.?
2) how does one alert the Lab to regions that need to be restarted?
3) how does one alert the Lab to database issues?
You can’t get these responses from a knowledge base. E-mails to support mostly direct people to the Knowledge Base.
Please provide some type of answer for how urgent issues are communicated appropriately.
Thanks in advance
April 10th, 2007 at 10:26 AM
Have to agree with many of the above posters currently live help is the ONLY way to contact a linden fo as many have mentioned mega prims and those nasty replicating grifing thingies , and well things only lindens can deal with and since (understandably) lindens have turned off the ability for us to see if there online or not we do need a “real time” way to contact you. Do not think any of us want to wait several day for a mega prim to be remvoed from the center of our house
or sit staring at a 100m sign in out nighbors land proclaiming that our mother sucks combat boots.
April 10th, 2007 at 10:27 AM
@ Gillian Waldman
Write support@secondlife.com and someone will get back to you within 7 business days.
rofl
April 10th, 2007 at 10:28 AM
I can understand, with 3 million new users in 3 months, not having the ability to offer live assistance any more.
How about an alternate method? get rid of camping chairs, and replace them with helper camping? someone needs to remain within a perscribed area, and needs to be doing text replys to someone during thier camping ’stint”.
Camping adds a lo tof bandwidth, and bogs sims down anyway.. why npot convert that manpower to something useful, just likew the North Carolina prison system makes the prisoners clean up our highways here?
Win win for everyone.. camping chairs will vanish, more live assistance will be available, and there will be a HUGE number of people available to help people, based on camping chair numbers.
April 10th, 2007 at 10:28 AM
Public Help island: will it be available on the TG as well?
April 10th, 2007 at 10:29 AM
ingame help requires about 10-20 minutes, but after this time, somebody is at the other end, finally, if the person can help or not.
LL email support is just ignoring me!
still waiting about 2 weeks till today for support, no answer!!
still waiting about bug-report response for about 4 weeks, no answer!!
what kind of support you are talking about?
what does it mean, in case of asking for sim restart, becouse of a bug in mainland sim?
hmm
April 10th, 2007 at 10:31 AM
sweet…now when the sims are unstable and are desperatly in need a a sim reboot it will be too late to call, no lindens will be visable online and live help will not work. what a wonderful world we live in…and i thought the governments (or for you americans presidents) were good at screwing users over…dayum i nominate the lindens to be the leader of a country!
for those lindens smiling at how thoughtful nominating you for leader is…it was SARCASM
April 10th, 2007 at 10:34 AM
@16 problem is, camping chairs are indivudual run..no one is going to pay ppl to camp ot help the lindens get off easy…and as you look back on recent events, odds of lindens shelling out any money for that kinda idea would never happen. good thought though, just not likely
April 10th, 2007 at 10:37 AM
Hi:
I use live help once every so often, really only for sim restarts. Its my understanding that its currently only staffed by Lindens. While I understand they must get a lot of requests, having life help really reduces my inworld stress level when sims go belly up.
I own land in two regions, and at various times they have had issues with bogging down. When I contact a Linden via live help they state they will look at it, and usually within 10 minutes the sim gets the reboot it needs. I hope that whatever system you put in allows for a quick turnaround on all the above mentioned issues.
For what its worth, I’ve always thought they needed a tiered aproach of volenteers for first tier, and lindens that only the volenteers can bug for things.
Remember, customer support is important!
-Stimps
April 10th, 2007 at 10:37 AM
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April 10th, 2007 at 10:37 AM
Hmmm, I understand LL’s reasoning but I would miss live help, too. The only 2 times I’ve seen timely resolution of problems I’ve had have been through live help. Just a couple of days ago when my sim went down (and all around it were up) Hermia Linden answered straight away and saw to it that the sim was restarted. Would really miss that kind of responsive help…
April 10th, 2007 at 10:40 AM
I’m glad I sold my mainland and moved to the islands ^^ I got a way better chance of getting someone to remove stuff out there!
seriously though - sometimes you need a way to page a linden. Might want to consider having a paging system for when you need someone LIVE RIGHT NOW who can deal with urgent technical problems. There were many times out on the grid where I needed a Linden to deal with sim restarts, finding out where a sim went to that didnt come back up after a crash, dealing with other immediate problem - such as a nitwit putting 1000 physical prims on your sim and forcing it to crawl at 0 fps, etc.
These things don’t need “help” so much as they need a live person who has the power to deal with it for you. A Linden, not a resident. So, one system to page Lindens, and another system to find resident helpers are needed. Break away the little help stuff away from the more urgent tech matters that deal with grid infrastructure and sim performance.
April 10th, 2007 at 10:40 AM
Can I ask this important Question.
wish I had known before buying 8000+m on the sim. But through live help, a Linden has come and re started each time. 2 times before an live music event, how will this effect an issue like this? an e-mail that I have sent in 4 times has yet to be answerd (from August 2006) haven’t done phine… but how is the Knowledge base going to help? or waiting for a reply from a e-mail? what resorces is Linden Lab going to provide for imidiet in world help with Simulator issues on the main land? is the answer buy a private sim? well I had the investor, ready to order and then the issues started again with the database and TPs and what not .. they backed out.
at least 4 times in the past month (March) I have been able to recive a sim restart on the main land, due to Time Dialation bouncing from 0.001 - 10.0 and sim FPS at 1, all through the use of Live help. This issue causes AVs to float up up and away. Yes I am on a class3 old server
please I would like an answer thank you, a concerned SL Citizian
Distilled1 Rush
April 10th, 2007 at 10:40 AM
I disagree with this 100%, Live Helps is the ONLY way to get help from a linden because of greifeing, lindens always hide their status making it impossible to get ahold of, furthermore to be honest the knowledge base isn’t that useful, it is only helpful when you are willing to spend a large amount of time trying to find what you want. Life Help was an easier way to get a more accurate answer, and sometimes faster. Yes Life Help did have it’s down sides such as wait time, but 85% of the time it was worth waiting because when someone was able to help you they would be able to answer your question Also changing the name was also dumb because when you need help you dont look for something that says help request you look for a button or sign that says live help.
April 10th, 2007 at 10:41 AM
Was there ever any contact made to residents about this new non live support system?
I for one find it quite a big mistake!
Sending an email that will not get a quick response is extremely unhelpfull when you have a Sim problem or something more urgent to get seen too.
The knowledge base has a lot of usefull information yes but when there is a bug or problem on the server/client side of things it requires a live person to examine what is wrong and take immediate action.
Don’t ignore the residents wishes yet another time!
April 10th, 2007 at 10:43 AM
I’ve been a Live Helper for some time now. I quite enjoy turning on the Help Me! spigot and trying to answer as many as possible before becoming overwhelmed and turning it off again until I can catch up.
I mentally split the requests into four categories: account-specific help such money issues (that usually requires super-Linden help), region-specific help about resets and major griefing attacks (needs Linden help), things I know little about, and things I can help with.
Usually about half the requests fall into that last category, and most of the other half falls into the first two. I’ve always thought that breaking Live Help into three categories - Region Help, Account Help, Ask An Expert - would be a big help.
Helping new and old players alike is something that I’ve always enjoyed doing. It would be nice to see something like Live Help continue. Hopefully, without requiring me to keep my avatar in a particular place just to be available. Being able to do other things while helping makes it more enjoyable.
If you are going to force Helpers to be in one location, at least make that a Helper-only sandbox so we can still be somewhat active while waiting for the next question.
April 10th, 2007 at 10:45 AM
Also a few more points i forget to add, Live help is key part of learning about grid attacks, if there is a grid attack you know right away because of the reports that come in through live help, the same goes for gird issues, sending an email on Friday night wont get you help if there is a grid issue that the liaisons are not aware of yet.
Also Linden Lab needs to start talking with residents and getting their opinions on these ideas be for you go and put the into place, maybe a Opinions page in the forums would do some good.
April 10th, 2007 at 10:48 AM
Will there be another way of getting in-game assistance of the Lindens? There have been times when this was needed, and the regular support channels are just far too slow for anything that needs resolution within a week.
April 10th, 2007 at 10:49 AM
@Tiger - very good ideas!
April 10th, 2007 at 10:50 AM
Totally unacceptable. Concierge maintains limited hours as-is, it’s nearly impossible to find a Linden inworld without physically tracking one down, and in the case of serious issues like the rampant griefing you’ve failed to curtail, Live Help is often the only off-hours means to get a Linden answer. This is an unacceptable change without replacement– Either offset the costs of a private island to reflect the total lack of support, or provide 24-hour concierge support to regularly-griefed private island owners who have to suffer through the sludge of open registration.
April 10th, 2007 at 10:50 AM
The famous Linden Lab, ’send an email’.
I am waiting for a reply to an email I initially sent, over 8 months ago.
I first emailed for a LindeX tier change 4 months ago, nothing.
I send in JIRA reports and nothing happens for months.
Suggestions were made to LL an age ago regarding suppport, with different support levels based on membership, but nothing.
The answer, send an email which will sit unanswered, follow it up with a phonecall, which will not be answereed, so leave a message on the answering machine, which will not be answered.
Why do we have to have a transition period for 3-5 months? The changes to Support came up in November last year
http://blog.secondlife.com/2006/10/25/got-ideas-for-improving-customer-service/
and regularly through to mid January
Don’t tell me, five months later, someone got round to reading the blog?.
We are growing so fast, we don’t have time, we are trying our best. All way overused.
You recignized a problem internally probably 6 months ago and have done absolutely nothing to deal with it, or else we wouldn’t need a transition period, until you are absolutely not able to support it. Have you actually recruited people to deal with this increase in emails? I guess not.
April 10th, 2007 at 10:52 AM
There is already a way to contact linden labs about sim problems of an urgent nature. Sim owners know of this.
My recommendation is you quit yelling at Linden Labs about unmanaged islands and buy or rent on islands that have a support staff that is available. Yes thats right. Those residents that wanted to get fabulously wealthy by running landbots and buying up islands to resell are the very people responsible for managing those parcels. If they are MIA then you are wasting your money. The profit made by those land owners is not going to Linden Labs. it is being shipped out of sl to the bank accounts of the sim owners. That is who needs to be providing you your emergency sim help and those people already know how to get the Lindens involved immediately.
As for the rest of the issues try to imagine the same email coming from the same person over and over about the same problem that the individual claims is unresolved. Personally I have never had any major issue that was not resolved in a timely manner. Therefore I will not assume anything about the same complaints I read over and over.
Going into this world you agreed to the TOS. If you do not agree with the TOS then why are you here? Perhaps you should read that TOS and comprehend the risk YOU assumed when YOU agreed to the TOS.
What would happen if a company relied on Excel for it’s finances and it was discovered too late a defect existed in Excel that caused a major loss to that company. The software license/TOS clearly spells out the lack of any remedy. Such is the case with all software.
USE AT YOUR OWN RISK
Clear enough? Didnt take an army of lawyers for me to comprehend the cleary written TOS. Have I lost stuff? yes. lots. Sometimes someone else’s stuff appears in my inventory. Some poor guy’s personal parts landed in there once. Bet he was concerned. Eventually it went away. Nice of me to understand and ignore it’s obvious presence so it had a chance to find it’s way home. I could have deleted it and sent it to the GC where it probably would never have been returned. But i figured eventually someone would come looking for it. and it eventually went away after about a week. I have lost many things and have seen them return after a week or 2. Sometimes longer.
Maybe I am lucky. Maybe I am patient. Maybe I am not risking a lot of cash. Maybe I am. If I am its my loss if it vanishes.
April 10th, 2007 at 10:55 AM
They aren’t idiots, people! I’m sure there is still going to be some way to contact a Linden if sims are being filled with grey goo replicators or region xyz is on the fritz. In fact, they will probably be able to respond faster since they won’t be wading through the calls from people who don’t bother trying to figure out a problem themselves before calling Live Help. Not to mention the people using it as a place to voice complaints or demand refunds for lost inventory (read the TOS lately? I did. I lost inventory too. It sucks but such is life.)
Like Robin said, it’s closing because they can’t handle the shear volume of calls. It’s going the way of First Land for the same reason First Land is no longer available, because people misused and abused it to the point they just couldn’t afford to do it anymore. That’s who you should be complaining about.
April 10th, 2007 at 10:57 AM
One Sunday I bought a fairly large chunk of land for a fairly large chunk of L$ (at least it looked like a lot to me). About 30 seconds later the sim crashed. When I logged back 10 minutes or so later, the sim had been restored to its pre-purchase position — the land I paid for was for sale again. My Linden balance was not restored.
However, Live Help was alive — I got instructions about filing a bug report and then contacting a particular Linden who could fix the problem and I was assured would he would deal with the issue pretty quickly. He did — within an hour he had claimed the parcel for himself and set it for sale to me for L$0. End of problem.
An email would have gone unread until Monday or Tuesday, if at all, and in the meantime someone could have purchased the lot again.
April 10th, 2007 at 10:59 AM
when i was on help island public and some idiot was dropping sound boxes by the dozens and every one gettings stuck, the only way to have the place clearedup was by help request.
should be atleast an way to contacts lindens on urgent matters, maybe build an webpage with lindens online status and some sort of page system?
April 10th, 2007 at 11:00 AM
Wow! I cant believe you are wanting to cut the only real customer ingame support you offer. Now if someone needs an mainland sim restarted that their land is located on, they have to wait for 7-10 days?
Ok, so you get an overwhelming flood of live help IMs. That dont mean when the going gets tough you run away!
Suggestion. Now with future plans to cut out your ingame customer support “Live Help”. Offer a 24 hour customer support phone line. Maybe impliment something so when need be, we can notify a linden to restart a sim. I really hope you dont expect your residents to wait 7-10 days (emailing for help) to play on mainland sims that are nearly unplayable when all you would need todo is restart it?
April 10th, 2007 at 11:01 AM
They are doing what all customer support does over years.. as a company continues to comercialize the customer support reduces. you can see this in all levels of compnies here in the US… look at phone companiess, or cable companies. Any major company that supplies some kind of service.As the company pulls in more profit, they’re also reducing overhead by trimming the fat in their own company .. and customer support is not a money maker … it’s a money drainer .. that’ll be one of the first things to downsize.
Dell nearly killed themselves with this same line of thinking.Last year they had a MAJOR overhaul of their business model … and even though they’re dedicated to bringing back a bigger customer support than they ever had … they’re really hurting because they lost customer trust.People don’t forget when you leave them out to hang.So now they’re stained with that crappy customer support they used to give .. they may have fixed a big part of it but it’ll be a slow climb back up before people trust in them to give the support they claim to give.Companies will ALWAYS do the same thing over the years .. make the most money, for the least amount of cost and effort.Until … another company … just starting out, with discounts, superior customer support, upgrades, people that care and listen and genuinely WANT your business comes along and offers a competitive service. Then everyone jumps to that … until it become successful enough to eventually do the exact same thing.Then the whole process repeats itself with someone new.
And the biggest problem?It’s not the companies .. it’s the people that buy into it.The companies do the same thing over and over again .. because the people do the same thing over and over again.They complain to the wrong people, in the wrong ways.And they’ll keep doing it over and over and over .. even though it never yields any changes or results.And they’ll keep doing it over and over and over .. even though it never yields any changes or results.People need to learn HOW to complain .. and WHO to complain to .. and what method will get results.But they dont.If they did .. something would really change.
forget support .. it’s gone just take it as it is cause … that’s all we can do.
April 10th, 2007 at 11:02 AM
hahahaha we anticipate issues for 3-5 weeks, when will you fix the billing problems? I had an active paypal agreement with a verified account but my land tier wasn’t paid? you guys better straighten out that before you take away any other features.
April 10th, 2007 at 11:04 AM
I think that Group IMs should also have the same functionality as the Live Help system as an option. Therefore we can provide our own users/customers with support without the group IM getting messy with hundreds of help messages (only those who are authorized to respond would see & respond to messages). If this is possible, I think it would be a great idea
Luv
Stacey
xxx
April 10th, 2007 at 11:05 AM
:/
This is a sad sad day for LL
To be blunt, LL’s web presense track record has been DISMALLY poor. The land store is utterly broken, the LSL wiki abandonded, replaced months later by something that is unusable. The forums abandoned, the blog mismanaged… How will this NEW web adventure be any different?
If you want to create a “help Island” for general SL help fine, but can you guarantee that that ill be enough to satisfy the landowners? Sims crash ALL THE TIME. Make them stop crashing or suseptable to instane lag from griefer objects THEN get rid of live help.
April 10th, 2007 at 11:07 AM
I think you are missing one vital point here. They are not getting rid of phone support……Oh great if I happened to live in America. But alas I don’t and a vastly increasing number of our friends don’t either. So Ok Americans can get rapid response while the less fortunate of us, and rapidly growing number will be stuck with 7 to 14 days to get any action on urgent requests.
I don’t know about Big Brother watching over us, but I now get the feeling……..Sod you all We can’t be bothered giving assistance.
And searching the knowledge base is a complete waste of time. Just try it sometime and see whether you get refered to any relevent articles that answer your question. The last three times I’ve tried it has come up with 30 or so articles, none of which answer the question I asked in the first place.
Very worried now that now I’m paying I’m getting totally ignored…. That is what I call true service !!!!!!!!!!!!
April 10th, 2007 at 11:11 AM
To read my reply to this post, please send a REPLY REQUEST to replies@omgRUserious.bla this will get you a direct reply and it is better than a real reply… yeap… and if you don’t believe me… ask a Linden.
April 10th, 2007 at 11:15 AM
I have found Live Help invaluable on the occasions where the sim FPS was down to like 13.
I would ask Live Help, a Linden would come check it out, and they would reset the Sim.
Now, I suppose, I just get to live with it?
What is the proper way to let a Linden know that the sim is screwed up?
I wonder if you can actually answer that for me, because I actually would like to know what I am supposed to do in those cases.
coco
April 10th, 2007 at 11:16 AM
Cart before horse - as usual.
The time to think about going over to RTFM type support is when you have a product that is fairly reliable.
NOT when your product still can’t work reliably for more than 24 hours, over a weekend, under moderate load, or on a day with the letter ‘y’ in its name…
April 10th, 2007 at 11:18 AM
Help Request (Live Help) is staffed predominately by volunteers, of which I am one. The volunteers are only able to offer advice. We don’t have the authority ro restart sims, or delete megaprims, but we can contact a Linden when needed. At busy times, the request come in so fast, the system in it’s present form is unmanageable. Each request is in the form of a separate IM session, ranging from serious to trivial. Many people open with Hi, or hello then wait for a response, so I don’t know if the problem is going to be something I can deal with.
I do believe in spite of that, that there must be a direct channel. Emailing to request a sim restart is not an option. Even if there there is a dedicated Linden at the end of the email, this sytem would soon be abused and become unworkable. The idea of tiered support as mentioned earlier, is worth investigating.
So, until a viable alternative is available, Help should remain as is, though categorizing requests would be a useful aid. “how do I get my new t shirt out of a box?” is not something that people will be happy to wait around to be answered.
April 10th, 2007 at 11:23 AM
I posted this on another part of the blog too … if its too much delete it ….. but as noone is looking at this blog it´ll stay forever i guess
Ok … i created a free protest shirt and free texture:
Linden Labs owe me money!!
to get it, type my name in the places search and go to the minimall.
Maybe if the most people wear it LL gets up and works finally on the “money issue”
and no … it´s not about getting traffic to my parcel .. the shirt has all rights so you can give copies right away …..
April 10th, 2007 at 11:24 AM
I, for one, say congratulations. The live help window was a dangling carrot anyway. I’ve kinda stopped asking for Linden aid, because it never comes when the issue is critical-need-help-now. Back when we could search for online-only residents, I remember searching for an online Linden, and asking directly for help with an issue… he, in turn, told me to file a Help Request. Thanks.
Griefer problem? File abuse reports.
Griefers crashed the sim three times in a row? File abuse reports.
Green blip on the minimap with no avatar attached to it? *BANG* Hi, how can I help, I’ll be right there, lemme reset the sim, lemme help you chase this ghost ID.
WTF!?
So now when I need Linden support, I file abuse reports. Lots of them. Say, one every three minutes. Occasionally I go to Live Help and get blown off, and Abuse Report the Linden that did it, just for the hell of it.
I’d orbit the griefer myself, to effectively ban him from the region he’s causing trouble in, but I can’t even do that anymore due to no-push. Thank you for stifling the resident’s ability to protect themselves… since it’s painfully clear no-one else will. And now, thank you for silencing the ability to at least send the cry for help which has never been answered anyway.
April 10th, 2007 at 11:25 AM
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April 10th, 2007 at 11:30 AM
Tell ya what, Kira - when the day comes that I can’t get ahold of my phone company to tell them my phone is out, that will be the day I stop having a phone.
When the day comes when I can’t contact the gas company because of a gas leak, that’s the day I will stop using gas.
When the day comes I can’t contact my credit card company to tell them my card is stolen, that’s the day I will stop using that credit card.
coco
April 10th, 2007 at 11:33 AM
eu sou eu
April 10th, 2007 at 11:34 AM
:rolls eyes:
waiting 4 days? waiting 4 weeks? please, I have had 3 support requests in for missing inventory for nearing SIX MONTHS without any sort of response from Labs - not even a ‘piss off’.
You have 2 categories here, the people that actually GET help - and are completely thrilled and praise Labs to the ends of the earth, and those that get little to no help and curse the day Labs even opened up. I can understand a couple of weeks delays in responses, especially considering the near-death experiences that SL has had over the past couple of months, but dag-nabbit, six months is far too long to brush someone off - and to brush of FOUR people that actually happen to know each other is a serious crime, imho.
It’s been predicted for quite some time that Labs has planned to cut off 99% of the contact with its customers. First it was to shut down the help forums and limit the remainder of those. Next was to replace the OLD ingame help system with the current farce (hell, THAT wasnt even 6 months ago when they ‘updated the help system for future growth’ and now it’s already obsolete?) Now, they are doing away with the ‘new and improved’ help system? to give us what? this stupid BLOG that is so full of pissing and moaning that they never really find or read the legitimate complaints/issues?
Good luck to all you suc-umm… supporters of this atrocity…
April 10th, 2007 at 11:38 AM
Ann, I think you misunderstand most of the posters here, who are on the MAINLAND.
Governor Linden be teh estate manager there.
I used to own nearly half a sim of MAINLAND - and I had many a problem out there which was only timely solved by LIVE HELP. Sometimes… if there was a Linden on.
I sold it all and bought on private islands for precisely that reason. More services for sims when they need to be rebooted, stuff cleaned up, idiots booted out. I still prefer to have nice neighbors than sit on a lonely private sim all of my own. Way nicer now for me than it was on the mainland. I pity the folks still there who can’t call a steward or angel like I can in Caledon or Dreamland. And sometimes out in Caledon and Dreamland, one still has to page the Lindens when something goes wrong with a sim, so someone could go looking for where it went to. Yes they have access to the concierge, but some Joe on the Mainland with a smallish plot in a sim is not going to have the same access as a similar plot on a good private sim. The price one pays for having total freedom, I guess.
I’m glad I traded it all that anarchy in for good covenants and community driven help on the lovely islands where I rent from. However, one has to be careful to rent from reputable people. I’ve done that and done well.
April 10th, 2007 at 11:46 AM
I wonder if it would be helpful to list here the top 5 things you’ve ever used Live Help for? That way LL could probably make a procedure plan to deal with those types of high profile events. This is what I have used Live Help for.
* When my mainland SIM goes down and it effects my business.
* For emergency notify of grid wide attacks.
* For those bugged invisible prims rezzing at and need removing.
* For poor SIM performance notification. Not being able to build etc.
* For notifying about database issues, dead scripts etc.
April 10th, 2007 at 11:47 AM
“Although this step may seem to be removing support, what we are actually doing is shifting our resources into a more efficient configuration to increase the level of help that is available to SL Residents.”
That could have been left out of the entire post actually.
Out of millions of residents, about 10 are going to believe it.
April 10th, 2007 at 11:49 AM
Yet another slap in the customer’s face. Cut off the last avenue of contacting a Linden in case of emergency. Rethink this one. It’s going to show your 3 million plus residents that “Hey, we thank you for your money, but mm dont talk to us….”
April 10th, 2007 at 11:49 AM
WORST move EVER other then thier consantly causing more errors in the server then they seem to have been fixing as of late.
I TOTALLY agree on the NEED for EMERGENCY REQUESTS to be alowed directly through! Though its not going to matter a great deal.
Just yesterday…
A “Super Griefer” managed his way onto our property and used several particle bombs and creating screaming boxes around everyone to keep them from gaining entrance to the property.
I was unable to help because of a MASSIVE TP error all around, my buddy lists online functions refusing to work..and the eventual collapse of the Pini land it was placed on.. all surrounding properties on teh grid were unaffected but ours was gone.
10+ people giving a parage of abuse reports about the griefer which has been harassing us yesterday and 2 days before this even have gone largely unanswered in both reports and ont he help channel except yesterday where a “linden police” was gotten ahold of and his reply.. “we cannot do ANYTHING about the matter please fill out an abuse report” then turned his back on us.
We pay out monthly land fees is USD BY contract to pay for services rendered.. if they are going to remove 90% of that service and just give us the land then they need to cut the prices down and give us better functions to fight back these agressors!
April 10th, 2007 at 11:54 AM
I know how much the userbase has grown. I don’t expect an answer from Live Help anymore. But I do still use it to let LL know when something serious is going on. I figure they will pass it on to the right Linden if it’s serious enough.
Myself, I’d rather know that Linden is listening to the chatter than fear it is being shunted to a 100% offline form-letter system. Human reply or not, I would prefer a system that allows a human to spot serious trouble to one that places too much stock in a canned reply.
That said, I think we all already miss the days of one-on-one interaction with the folks in charge. If two-way interaction is no longer viable, at least try to retain one-way flow of urgent information and let the blog be your method of letting us know that the message was received. I just don’t see a three-day pile of email as a more efficient way of responding to emergencies of any kind. And I don’t think anyone else does either.
April 10th, 2007 at 11:54 AM
oh, and I just cant wait to see how many times each day Help Island crashes due to script/prim overloads with well over 40 people trying to get there at any one time…
Gee, I am surprised none of the network and SL innerworks junkies out there havent pointed at this one… You can only have a limited number of people on help island… what is it now, 20? 40? 80? and most of them are gonna be blinged out with all their scripted and torus loaded attachments… yup, super support right there.
Links to the items in my previous post:
http://blog.secondlife.com/2007/01/19/the-linden-answers-forum-has-closed/
http://blog.secondlife.com/2006/12/13/whats-up-with-the-new-help-request-option-in-1131/
It was actually about 4 months ago this stuff started down the drain…
April 10th, 2007 at 12:00 PM
I failed to mention that Nicole Linden has faithfully responded to 90% of my calls to Live Help, and has shown me more respect than a panic-stricken estate owner deserves, in some cases. If Linden won’t reconsider this move, at least consider giving Nicole a medal of honor with combat clusters.
April 10th, 2007 at 12:02 PM
While the HRL has not always been the best resource, it has at least been there and has worked for major issues. When this was first changed, some time back, a lot of people forsaw the elimination of the service coming. LL said “No, just making it more responcive.” Yeah right.
You can’t respond because of too many requests? I know of at least, AT LEAST!! 6 people who have voluteered to help on the request IM line or as Mentors, myself included, and to date, months down the road, never got so much as an email. I finally gave up and pulled my offer. I think the others did the same.
There absolutely needs to be a way to advise LL of underage, griefing, or major probs. What happens if I see a self rep’g object, or a griefer is destroying a concert, or an obviously underage resident is in an XX area? Go out of world to a web page and send an email? TP to Public Help Island? Yeah, that’s going to work great.
THIS IS A VERY BAD MOVE!!!! PLEASE RE-THINK IT.
With no direct to people who can actually help in world, the level of problems is going to go way up. If you need to pull it as a help line, at least put something in its place - maybe an issue advisment IM or something.
Not one post so far is positive towards this plan, maybe that should give you something to think about anyway.
If LL goes ahead with this, over the objections of all who read and post here, it will clearly show that whatever the LL Speak, our needs and concerns are simply not important. I also think it may signal the downturn of the LL / Resident relationship many have predicted would occur as this got bigger.
Whats next, a help desk in Bangladesh?
DRD
April 10th, 2007 at 12:03 PM
So now, when a sim goes down, when we get gray-goo attacked (or attacked with sim crashers in general), when there are serious issues, the -only- way we’ll be able to contact anyone at LL is via support@?
April 10th, 2007 at 12:05 PM
What kind of insaninty is this.. Are you trying to lose money? Hi I list my account balance via a transaction, the money is gone, or.. hi i bought something and it has vanished.. well thats nice but email us later about it. If we feel like contacting you we will, otherwise.. take a number. I realize the size of sl but gods, what you need is LH pools, a certain number of helpers for each reigion, a active staff.. ya know, like on a MUCK or MUSH, theres the wizard core who handle programming issues, helpstaff who handle in game questions and general staffers to aid in small problems. what we have right now, is a single group of people doing everything at once, and none of it very effectively on the scale of this game. Im still waiting for 3 days to get a responce to my account data myself, it still says (udpate pending) on something I did several days ago.. I cant buy lin, which means i cant pay my land rent and if i lose that.. I will be Most annoyed how many hoops are we all going to have too go thorugh before we get active help on these matters. Money matters so money should matter or something along those lines. OR redesign Sl into sub sims, each reigion has a pop max, and a certain number of helpers are assigned to that based on active use not people logging chars in and out and do it that way.. harder hit or used regiions get more peronnel, smaller reigons get like 2-3 man fireteams, anything is better then what sounds like a ticker number machine at the DMV
April 10th, 2007 at 12:08 PM
I think what’s got lost in all of this bloggery is that Robin was originally suggesting that support is about to improve. It’s just that nowhere in her original post does it say a) anything reassuring about how urgent issues currently handled by Live Help will be dealt with in the new system, or b) how those issues will be handled over the next 4-5 weeks while we’re between systems.
I’m sure they do have a plan for all this, and I’m really hoping that Robin can come back in here and edit her post to flesh out a little of the detail. That would doubtless reassure a lot of people — well, me anyway
April 10th, 2007 at 12:13 PM
Live Help for newbie questions was a nice-to-have. In truth, Linden is right to translate it to where it belongs. The knowledge base.
Emergency tips that flow from residents in-world are a vital resource that Linden cannot do without when their concerns must include catching and correcting major problems. Whether those problems happen to be gray goo or exploits or any customer service exception incident, there is a need for the live intel provided in real-time by the in-world residents. There is no substitute for that.
Please consider the trust that you, Linden people, have cultivated in us, the rampaging mob of admitted enthusiasts who quite frankly make your house our home. Leave the night light on for us, would you please?
Ten
April 10th, 2007 at 12:14 PM
Throwing my two cents in here… The help request function is an invaluable tool to residents that have legitimate problems. It would behoove the LL’s to install SOME type of functional queue that allows residents to get messages for help to Lindens on Duty in world.
Even if there is not a two-way chat communication, there should be a method of relaying messages, even if it is in a limited fashion. Similar perhaps to the “report abuse” feature whereby you can send critical messages about the sim that is presently running 25,000 scripts because some chucklehead lobbed 20 or so of those rather nasty orbit devices that got stuck (Guy knows what I’m talkin about) or sending a message regarding severe time dilation or strange sim performance.
Think about it strongly guys… Not ‘all’ help requests require immediate attention… but for the critical ones that ‘do’ you should have a panic button of some type at the very least.
April 10th, 2007 at 12:17 PM
hmmm, saying that you can still ask questions via email and the phone is not quite the truth. I sent an email to billing last Thursday, called on the phone only to be directed to voicemail early yesterday morning, and I have had no response whatsoever to an important issue. Removing live help is certainly not a wise choice in my opinion and will prove to be a huge PR blunder to LL. People want to deal with people, this is an important thing, removing this ability just dehumanizes something that everyone in the community is trying to bring humanity to. Please reconsider this course of action.
April 10th, 2007 at 12:21 PM
to such a dedicated customer group this is just insulting and judging by the responces..helluva way to inform your live helpers.Anyone in LL have any scruples? Dissapointing to say the least
April 10th, 2007 at 12:23 PM
A live help Support group would work. Where then you’ll be able to see the volume of questions being asked. The live helpers will be the ONLY ones that have direct contact with an in world Linden in case of an emergency.
April 10th, 2007 at 12:26 PM
Hey Sherock haven’t you realise yet why they are saying if it’s urgent you can contact us at help island…………
Cos no one will be able to get there of course……..we will all be trying to get there and get the usual message…Sim full…try again later
April 10th, 2007 at 12:27 PM
Welcome everybody to new and improved SL aka “Griefers Heaven”
If you are a griefer, now is the time to be in SL. With this new and improved Help System u can do any of the following, possibly for weeks without having a linden clean up after u(or at least until the AR or the emails are read):
-rezz as many mega-prims as u want
-use self-replicators at your pleasure
-have particle spammers with really “nice” pictures
-fill entire sims with bouncing physical objects
-have all kinds of different followers roam free through the sims
-u will also have a nice selection of user that u can cage/crush/orbit/own…
Is that what “Your world. Your imagination” really means?
[I hope everybody can see the sarcasm]
April 10th, 2007 at 12:28 PM
You mean to tell me that LL is going to remove the ONE course of action in SL that leads to a real person who can help with an issue? That makes no sense.
I had an issue with a land sale. For two weeks I called only to get a recording asking me to leave a voicemail and that was only after waiting on hold for 20 or more minutes. I never heard back. I emailed my issue daily. Finally, I recieved a cut and pasted response from a Linden. The answer was that I had lost my money and there was no chance of it being returned. After this email, we contacted Live Help. We explained the situation just as we had on the phone and in the email. It took them about 5 minutes to find and return our $L.
Taking LH away is a HUGE mistake.
April 10th, 2007 at 12:29 PM
I took the time to write down my frustrations and e-mailed them to the support feature. I have not received a reply. Although I have only been in the game less than 2 months, I bought a 3 month premium membership because I love this so much. Since then, I have been ripped off by the surveys for lindens deal, I rented a house and paid the woman 3 weeks rent upfront ( over $6000L) and within three days she was IMing me that I had to pay another $1000L or I would be evicted. I was out right lied to about this ‘first land’ deal. I am very frustrated and feel as if no one gives a crap. I guess the Lindens and everyone else has their money, so until they want some more from me, I don’t matter. Someday, someone will take this idea and run with it, providing everything the Lindens won’t then the Lindens and the merchants and landlords they allow to get away with this crap will be sitting here wondering where everybody went. Your land, etc, is worth nothing if no one wants it!
April 10th, 2007 at 12:29 PM
As long as the proverbial mom can count on being told “tough crap” if a mistake in pricing and some jerkoff’s landbot results in the loss 2,000 USD, the customer service stinks.
Good customer service depends as much on policy as it does on process. I hope that gets figured out by the right people at Linden Labs sometime soon.
April 10th, 2007 at 12:34 PM
Oh great. First the new update kills off SL for me because I am running on Graphics Card Vendor: ATI Technologies Inc.
Graphics Card: MOBILITY RADEON X600 x86/SSE2 And cant upgrade because no drivers work on my laptop (( believe me, I’ve been over this 30 times)) Now, I cant even get help…..eesh WoW can keep up. Why can’t we?
April 10th, 2007 at 12:39 PM
I’ve been a Linden-like representative in a different environment. In any ‘world’ there needs to be some sort of liaison to help with immediate issues. The problem here is everyone feels that their case is an emergency when it’s not.
I stopped doing the real-world chat way early in my days and started replying with links to how-to articles. This concept is similar. It honestly pays to read/search first before asking.
I do like the idea of a help area as an alternative (we used the same thing called a ‘help desk’ where members could come to us with their questions). The problem here is it sounds like it’s only going to be helpers staffed there, not actual liaisons.
Somehow give the helpers the ability to have direct liaison with Lindens. Some issues are an emergency and shouldn’t be treated as ‘that’s just life in SL’. Let the Helpers sort out what they can & can’t handle so the Lindens aren’t wasting valuable time answering trivial questions that can be solved by the helpers/reading the KB.
Please reconsider wiping the map of a very vital resource.
April 10th, 2007 at 12:40 PM
I’m not sure what you have planned for your new system. I hope it’s more then hiding your head in the sand and this Help Island laugh.
Paid customers should have a live help button.
Full sim owners (private or not) should have a Big live help button.
Free accounts should have a website and a pay to call number (by the minute).
No one looses money. No time is wasted. Everyone gets what they paid for. This does not require years of study…It can be run at a profit and make everyone happy…everyone who contributes.
Another angle to reduce the calls to live help, and this is a big one, is to Make This Game Work. From reading this thread it would apear that most hits to live help are related to a Sim wallowing in death. Why do these Sims not restart them selves? The users on the Sim can detect when it’s fried, why can’t the sim itself?
Btw,bring back the f’n forums so we might help each other and maybe get a community feel back, k? Thanks!
I wish i could fire some of you people
April 10th, 2007 at 12:41 PM
/me is pretty unhappy about this.
I’m always careful to not abuse Help Request. I don’t contact them about resident issues. If my home sim goes down, I wait at least 30 minutes before calling for help. If a sim seems hurting, I check the blog and watch the stats bar for a while to make sure it’s not transient/global issue.
Some people use things like Help Request the way they’re supposed to be used. Please don’t take our only way of interacting with you away, LL.
April 10th, 2007 at 12:45 PM
@75 - Of course the griefers will love this. There are serious flaws in the land sales system and people are losing real money and LL isn’t doing anything about it, why would they care about stopping griefers?
Besides, griefers are just engaging in valid creative acts, like any other content creator, just ask them. Everytime you see yet another naked dipshit with an erection caging people, remember that LL not doing anything about it is them just respecting that individuals creativity and rights to free expression. Besides, LL does not get involved in resident disputes, so you need to work it out with the griefers caging you if you want it to stop, since that’s a dispute between residents.
April 10th, 2007 at 12:46 PM
Something is going on folks. I don’t know if LL is getting ready to sell, or what. But there has to be a reason that so much lately seems to be geared to getting high numbers of daily residents, high daily $$ counts, and now, it seems, cutting the bottom line to the bone.
Can anyone say - Welcome to your Yahoo! Second Life?
April 10th, 2007 at 12:53 PM
One suggestion - spread the word on this - get anyone you know, especially prem members - to post here. I really have no faith it will do any good, but it is at least worth a try.
DRD
April 10th, 2007 at 12:54 PM
So last Friday, my sim needed to be restarted. Spike Linden was on the scene in less than 5 minutes and did just that. Had he not been there, I would have logged off and waited until Monday to get any kind of support. Who is going to refund my tier fee for that weekend of time lost, not to mention sales lost due to my inability to respond to questions? (I had at least 6 IMs regarding products.) My club would have been inaccessible to over 600 people and I would have had even more IMs, only very angry ones, with demands for some kind of compensation. My main store would have been inaccessible for sales during a busy holiday weekend. Who would compensate me for that?
If we can’t get emergency solutions to griefing and sim crashes, the chain reaction effect on customer satisfaction will be massive, not that customer satisfaction is on anyone’s radar in LL.
These must be tough times for LL. We had millions of samplers of SL lately, so I’m guessing very few of them actually became paid members. Otherwise, this foolish belt-tightening measure would not be taking place.
My world. My imagination. My tough luck.
April 10th, 2007 at 12:57 PM
But HOW does this cut costs? They are cutting volunteers. There are already too few people in world to help. It appears to me that they will just have to add more paid Lindens to make up the difference. Don’t get me wrong, I think SOME of the Live Helpers already deserve to be paid for what they do, but they willingly volunteer. I see absolutely no logic in this.
April 10th, 2007 at 12:57 PM
So if a Sim sinks below the sea and needs a reset, who do we contact?
April 10th, 2007 at 1:04 PM
Personally, I find this mind-boggling. And although I’ve long been a supporter of LL’s decisions, this one really sucks. :/
As highlighted previously, there was no mention of a replacement for immediate contact, something so basic it’s non-nonsensical to eliminate.
Personally, I’m taking DR’s comments into consideration of what’s going on with LL restructuring. First, there is the loss of community forums, then the Lindens disable search for them, and finally this.
It does seem to look a lot like corporate suppression of the for immediate sales of this privately-owned company
April 10th, 2007 at 1:06 PM
Linden is simply removing life help as they get tyred of us complaining about there mess they create day in and out.
Sl has been acting up for days lag trouble/database trouble login trouble/scripting failure it’s all over sl and it’s not getting fixed.
i can imagen life help is red of angry people. i Been there myself more then ones. Why? simply because i pay up alot of money here and keep getting stabbed in the back and evry time i do ask linden help they simply say they can’t or wont.
i started to wonder why we have lindens in the first case as they don’t ever help anyway.
my sim had toruble for days my vendors no longer worked my scripting failed i had angry shop renters angry customers and loosing alot of money evry day.
the sim owner is barly around…i simply asked linden to make a end to these bugs and it’s after all there unstability that causes them in the first case, all it needed was to presh that reset button and all isues would have been fixed…it ended up with them refusing to help me..
So life help or no life help to me it won’t change shit anymore linden is loosing controle over what used to be a great game and i love sl alot and hate to see this game run of a cliff.
i know linden trys hard tos love stuff but why don’t we see any changes? It only get’s worser and they keep add new stuff instead of fix the old bugs…
Sooner or later there will pop up a sl clone by a company with alot more power then linden and this might cause dead to entyre sl.. some company’s are already working on it… so if i was linden i would start doing something about this and FAST.
i realy don’t wanna see Sl die and yes i agree with some what others say sl has grown big there far to many people that have free acounts i don’t care they have many of my friends have it aswell.
but why do they stay free…because they not wanna pay up for this crap and if i knew what i known now neither would i.
Conclusion it’s a big mess and linden is getting pushed with there back against the wall
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