Postponed Release and Help Request
Wednesday, April 18th, 2007 at 4:01 PM by: BluePreviously announced changes to Help Request have been delayed with the postponement of SL version 1.14.1 (currently on Beta Grid). Planned in conjunction with this release was a move by Liaison Specialist teams into their new roles, including training in the new support systems being implemented as part of the overall improvements being made to Customer Support, elaborated on in Robin’s blog post here. In order to prevent a delay in the release of the new ticketed support system, Liaison Specialists will be moving into their Specialist roles regardless of the new version’s delay.
What this means to the in-world experience is that there will be fewer Liaisons assisting the volunteers in the Help channel during the time leading up to the new version’s release. They will be available to main grid residents during normal office support hours, and not round-the-clock as had been the case previously. Teen Grid residents will still have access to Lindens via Help Request in the case of a legitimate crisis. This transition by the Liaisons will resort in an unfortunate and unavoidable decrease in the effectivenes of Help Request as a general support channel. You are encouraged to make use of the other support options in its place, where possible.
Resident Helpers continue to be, as they have been since the Help Program’s inception, in the channel sharing both their time and knowledge, showing their dedication to SL and the community, and earning our deep respect. If you’ve ever found them to be a valuable resource, please go to Help > Help Request and say THANK YOU to these bona fide SL rockstars.
April 18th, 2007 at 4:22 PM
I do not know that this is an improvement. I do not believe that this is an improvement.
To me, an improvement would be more rather than less. It would be more efficient and less unavailable.
Of course, proper use of technology and ToS/Community Standards would certainly clear the communications channels as well. Yet I hear nothing of this.
“I was to learn later in life that we tend to meet any new situation by reorganizing – and a wonderful method it can be for creating the illusion of progress - while producing confusion, inefficiency and demoralization.” - misattributed to Petronius Arbitrus
Though misattributed, it is interesting that this quote is commonly used in the context of Petronius Arbitrus and Emperor Nero. It fits quite well with something else that is in common usage.
The Emperor has no clothes.
April 18th, 2007 at 4:25 PM
I don’t see any large change since in my experience, the have been incorrect in their solutions 99% of the time. Of course, I’m STILL waiting for tech support to get back to me after two weeks.
As much as I love SL - and I truly do, don’t get me wrong - I will never spend real RL money on it ever.
April 18th, 2007 at 4:57 PM
/me gets a 404 when clicking on the support options link..
April 18th, 2007 at 4:59 PM
*double http:// in the link..
April 18th, 2007 at 5:26 PM
It’s always a good bet that Nobody Fugazi will first post with a complaint.
April 18th, 2007 at 5:30 PM
I hope there is a multi-layer priority level in this new ticketed support system “in the case of a legitimate crisis”. (i.e. if a Sim is down and a force restart is needed) I use to rely on Help Request to relate this to higher levels…
I understand the response to abuse report resolutions will be greatly improved and that’s a good thing. But in the case of a server being down or other emergency matters we really need to be able reach a support technician within minutes.
PS: Off the record (I wouldn’t expect to have a press release on it
) I also hope paying accounts and/or especially land owners will have priority support.
Sorry for making a comment before i actually see the new system, but the fact that we’ve had a support form with no categories nor priority level distinctions whatsoever for months now makes me slightly paranoid and wary.
April 18th, 2007 at 5:39 PM
Double http:// fixed, sorry :\
April 18th, 2007 at 5:59 PM
Whatever was done today really messed up the grid. the fun that is SL was sucked away with this maintenance thing they so-call did.
April 18th, 2007 at 6:12 PM
Hi Blue:
First of all, thank you for making your blog post comment okay. I’m honestly concerned with the #1 reason I use Live Help. For the past month or so, the only people I’ve seen on Live Help have been Lindens. I’ve tried to only use Live Help for real emergencies, mostly for Sim troubles. Could you recomend the best way to alert a Linden of Sim troubles now that Live Help isn’t an option?
Thank you! Stimpy
April 18th, 2007 at 6:18 PM
live help sucks always have always will i have have very very very few time sthat i have actually had anything resolved by calling them and now you will get the bot respoonses from the volunteers to look at the blog or wiki well the blog sucks cus there is never anything here when we need to kow especially on weekends NO ONE posts here and that is when the majority of problems arise basically LL your pisspoor customer support just went down the toilet even further You may as well just close the help request all together cus the voluteers dont do us any damn good
April 18th, 2007 at 6:21 PM
hmm well to me this sounds like another way to make live help look less helpful and attractive by making response to major issues slower. As people have to wait longer for admin help they will get annoyed and start to think its useless.
smooth………………..
April 18th, 2007 at 6:39 PM
I fully agree with Nobody! Please Linden Labs, continue to allow and support live help as much as possible, even if it is staffed with mostly volunteers. I feel that they should be compensated in some way for their services, maybe double or triple Linden allowance, as they have helped me many times to better understand the game, especially as a new player. They have been like a lifeline you always knew you could turn to if you needed help, guidance, or suggestions on something. Though they did not always know the correct answer, just knowing you were able to talk to an “expert” player and bounce ideas/questions off them was very comforting. If anything, increase the availability of live helpers, give them ongoing training and support, and tier them by skill/ability level with additional powers to be able to resolve issues for us. Yes Nobody….we need more access to help, not less!
April 18th, 2007 at 7:03 PM
From somebody whose worked in IT a few years, you guys are doing a good thing the right way. I actually had a discussion with a land owner that came to a conclusion that you ended up following on your own. Freezing things and keeping it going as it is while you fine-tune the new release is something I usually do with any type of deployments I do. Patches only go so far. I hope these new things are good steps to the SL all of us want together.
To the Users…
1) Trouble ticketing systems keep people’s issues in front of somebody’s face so that things don’t get lost. That’s a good thing.
2) Why complain about priorities and features when the system hasn’t even been debuted, yet? NO users know any of the details of the new system yet because WE DON’T NEED TO… YET.
3) Let the Lindens focus on training the people to help us better before you complain about something you know nothing about. It’s wise to be worried, but flipping out is rarely a good thing. Wait and see, then complain when the time is right. I’d just like to see people letting the Lindens do their job: serving the residents of SL.
April 18th, 2007 at 7:17 PM
with #11 I agree with full heartedly to.. I have a job working for as a webmaster and theres always a time where there is testing and training but these new things havent even shown up so Take it down a step off the Lindens and let them do thier jobs. It’s not ours as a resident to always complain at them. Give them a chance. let the stuff show up and if it turns out bad. Then YES go for it. Complain all you want. I’ll just sit in my home and do what I normaly do when I’m in SL. and let them do thier jobs. and thanks Blue for mentioning of this so that theres some info out about it tho I have to hope it works as well as it sounds it should. It sounds alot like the ones we use. however if this turns to something like 1:1 on most other games. it’s gonna be a pain but atleast its going to be there and sent to the right people.
YES thats right. this kinda thing can even normaly sort out which goes to who so it works right and we get ansers from people who know it instead of the one whos sapoosed to work on say. the blog or the site.
April 18th, 2007 at 7:41 PM
Nobody Fugazi has a point, is it a Improvment or just another cost cutting meansure. Abuse reports are so out of wack its not funny. And now with alts now doing the dirty work setting up people to be banned. His plan solves NOTHING! I tell you what Blue Linden look inside your house of helpers and you find more EX griefters and abusers! But fret the thought you even THINK about that.
April 18th, 2007 at 7:42 PM
I smell Linden a posting here……gesh atleast have some tack to show your not……..
April 18th, 2007 at 7:51 PM
looks like search, tp, and map are down for me at least….i’ve been having problems downloading textures in certain regions, with gestures not loading at these same regions
April 18th, 2007 at 8:00 PM
I love it, because of people spamming the help channel, you all figure its SMART to remove it. Regardless of the actual level you can cover, the help channel has been the ONLY way I could ever get a Linden if it was a true emergency. Regardless of the reputed boost, what will you people do to leave the avenue open for ACTUAL help being needed, and not the whiney people. I was in Natoma once when it was griefed, I sent mention, and It took one linden almost 10 minutes to respond, whereas I had one TP in to combat the Goo attack almost instantly.
Guys, this is probably one of the most foolish mistakes ive seen you make in awhile, aside from dropping the Object graphical quality down a couple notches, I say honestly learn towards the people’s suggestions and comments, the majority visibly WANTS it to remain. “The Customer is always right” may not be true, but that tool your removing is still useful, even as overburdened as it may be thanks to all the people spamming it for stuff they could easily work out by themselves.
April 18th, 2007 at 8:03 PM
““The Customer is always right”” hahahha yea i know what your refering too.Unless you have spent a hel of alot of money LLAbs well hear you. Otherwise!!!!!!! Forget iy. CS is only for the rich now, it use to be for the middle and lower classes. But now!!!!!!!!!!island owners have the power!
April 18th, 2007 at 8:07 PM
umm..no tp, no search and no money..gonna fix it?
April 18th, 2007 at 8:07 PM
And Usagi, I said that as mention that the Customer is NOT always right, not all the time. Of course island owners get better response, the main grid is massive, beyond what it should be, and I can see it buckling like Chryslers stock with the response trouble.
All I can really say, and beg LL to do is keep an active line like this open, response may be slow, and impossible at times, but its somthing that will be needed, I can just sadly also see why they are removing it, the populations too huge, with so many people online, its impossible for it to be as responsive, but yet, my comment stands strong. They NEED to keep Live Help, or somthing close to it.
April 18th, 2007 at 8:08 PM
Wynternight….they are working on it
April 18th, 2007 at 8:16 PM
Ok.. postponed is good but whatever the maintainance was supposed to do it’s not a good thing. Profiles broken, tps not working, starnge chat lag and many crashes. What is the good of going off line when it appears that issues are worse than yesterday?
April 18th, 2007 at 8:18 PM
Well Kitten they as you said, and I understand NOT always right. But With the amount of money we pay them we should be treated equal and not lower. It shows these days, IF you have land and otehr resources LLABs is your FRIEND. Otherwise your treated as a second class user.
We need live help style system, sooner or later well lose the whole report system. Too many times i seen people get special treatment, in abuse cases, even when the party that the abuse report was sent about was a lie. I am sorry but i seen way too much lies and misabuses reports that hurts many good people. But fret the thought the real abusers ( some of the largest money payers to llabs ) get banned.
April 18th, 2007 at 8:18 PM
“» [2007-04-18 @ 8:00 PM PDT] We’re currently aware of problems inworld like Search not working, inworld balances not showing up, and teleports failing. This should be transient and should pass shortly. Sorry for the inconveniences.”
Translation: We’re checking the duct tape as we speak. The hamsters all appear to be running on their wheels at full capacity. Beyond that, we’ve got absolutely no clue as to how we can slap a band aid on this. This thing is off the rails, and it’s grown beyond manageability. We don’t actually want to ‘fess up to keep this monster running smoothly, which is why we offer superfluous assurances like, “This SHOULD be transient.” The fact is, just as it is with all of you, we’ve got our fingers crossed that things will just work themselves out. And while we’re sorry about all the complaining, we could care less about the inconveniences. Half of you aren’t paying, and the other half are ignoring the “as is” clause of our Terms of Service.
Deal with it.
April 18th, 2007 at 8:19 PM
LL don’t give a damn about regular users, that’s soooo obvious to anyone! They care only about $. Not gonna bother wasting any more in SL now, Just gonna be another online number they can use to attempt to fool the media. Once apon a time, Phillip had a dream, shame he got greedy and gave up when he got some money in his pocket..
April 18th, 2007 at 8:19 PM
Still cannot teleport. What’s the deal?
April 18th, 2007 at 8:21 PM
i’ve been able to track griefer attacks cooinciding with problems in SL….usually…..i do this by looking at the video blog sites with claims and videos showing the attacks…if you want to be angry at SL problems be angry at these 12 year old immature children
April 18th, 2007 at 8:27 PM
oh yeah….i do postulate that LL does not allow objects to make objects that make objects over and over again….like limiting the object creation by a user to a certain limit within a time frame and making it so that objects owned by that user also abide by this limit, as well as objects created by the object owned by the user.
April 18th, 2007 at 8:33 PM
Cudos to holdin off the release of 1.15 as there definately are serious issues to be resoved.
Cudos on the update for inworld issues, even if it is the same old prob on this end that we have seen since I came into SL 10 mths ago. At least you are communicating with.
Double rasperberry for this curtailment of Help. I took part, some months back, in a meeting with LL staff on what could be done to improve the help experience. While there were many excellent suggestions brought up during this session, I guarentee you, this was not one of them.
I wonder, in the face of overwhelming opposition by residents, premium and free, shopper and creator, ( I think I saw several griefers with their hands raised in favor of this), why LL would continue on the course it has chosen. This is still seen as a bad move by everyone I have polled.
I have a list of at least 10 people who volunteer to help out on a rotating basis to staff an emergancy line between SL and LL, if they are interested in maybe some form of compromize.
DRD
April 18th, 2007 at 8:39 PM
Great going LL, Rating system is totally messed up before you ment to wreck it
toggle all 3 once, then set just building to ‘positive’, hit ok, takes 50L ! and goes ass backwards on behavoir when i told it not to rate
Nice touch guys /me rolls eyes
April 18th, 2007 at 9:26 PM
“duck tape” they are you white glue to hold things in place
April 18th, 2007 at 11:07 PM
So if I read this right, if we have an emergnecy such as a downed sim during off hours, we have no way of resolving it until normal office hours? So in theory, if a sim goes down Friday night it could be down all weekend? The support options page gives no way to get support after hours.
April 18th, 2007 at 11:18 PM
I have watched all these posts about changes with a growing reluctancy. While I am a big supporter of SL, I am having a hard time expressing that each post about something being taken away from SL’s residents. Especially from the paying ones, the ones running businesses on SL, IE the ones paying the Linden’s salaries.
I have not used help request a lot recently, but in the past I only used it for emergencies, like when half of my club was deleted because of some bug.
I have emailed support at times though, and the response time to those emails is, quite frankly, awful. My last email got a reply after a WEEK! It was not about a big issue, but still, one week response time. Back in the time when I worked CS, that would be considered a reason to be fired over.
Seriously LL, keep chipping away at those users, who now still support SL with their real dollars because they believe in it. With the way your PR is working, new accounts will be registered, so you can show those numbers to your corporate sponsors. But at this rate SL will soon only consist of newbies who run away after a couple of visits, because their second life feels more like a nightmare than anything else.
April 19th, 2007 at 12:59 AM
Great, and yet again resolved means nothing, as profiles do not work, tp’s don’t, money doesn’t, and I’m out half a K of linden because of it. LL get your act together already, it’s not even half funny
April 19th, 2007 at 1:08 AM
L$500 is… two dollars? Frustrating as it may be, is it really the end of the world?
April 19th, 2007 at 2:05 AM
Joshua Linden Says:
April 5th, 2007 at 11:57 AM PDT
We have a new build of 1.14.1 coming soon which has fixes for the ATI x300/600 crash-on-startup issues
HOW MUCH LONGER? @_@;
(i crash on startup w/ my x300)
AFK CRYING
April 19th, 2007 at 2:14 AM
Well, the support can’t possably be any worse than it already is atm. My account was disabled sunday afternoon, without any kind of report to me telling why. Since the I tried everything to get in touch with someone in Linden who could help me or explane to me why this is.
Game refer to webpage, webpage won’t let me log on and refer to phone support, phone support is voice recorder. E-mail help don’t reply to my mail, in game help can’t tell me anything (on alt avatar). So, I see no point in calling it support at all.
I want to log in to SL, I want to know why my account is disabled and when I call support I want to talk with someone.
They really need to sort support issue out, this is getting annoying.
April 19th, 2007 at 2:36 AM
@ 6 bluelinden - wow fixed a double http… be nice if you could fix the double tps that cause instant crash….
Let’s see, oh yes, 1.14, now delayed twice and magically renamed 1.15 so they can pretend to forget what an utter abortion it is, ramming an alpha of First Look on us which is buggier and slower than the main client, messes up lighting, and got knows what, and causing them to not make it compulosry because so many people were affected.
Kudos for putting back in tp from profile, which you should never have removed in the first place. Manwhile we await reflections (which have messed up curent lighting in 1.14, but not 1.13) which are gonna cause more lag while everything calculates what is reflected, and sound, which is a griefer’s paradaise, and again will lag up what is incresingly an unusable system now 5 days a week. But it might look cute if it ever rezzes.
Do you guys ever log in and weekends and see what a mess it is and how slowly the service degrades over the weekend until Monday morning, when you must run some cache clearing routines or something that you obviously don’t trust the one monkey working over the weekend to use, because it gets magically faster.
Why is it that with EVERY update or “maintenance” we get two or three blue boxes of death saying everything is borked and don’t do anything serious until further notice? In my dictionary it says maintenance is work to MAINTAIN something, not make it worse. I can’t find that in the definition.
Oh, and Help. Yet another channel closed off so Linden can pretend all is well. Obviously isn’t, only have to look at the drastically falling retention rate to see that.
And not around the clock, just normal office hours? What?
From your own figures (March Metrics), only 31% of users are in the US, and only 39.9% in the whole of the American continent. Yes that’s right, only 40% in American time zones.
So hard luck the other 60% of users (52% in Europe)….
Linden Labs gets to be more of a joke every day. Still, we have a pretty blog, cleared up double http entries, and I hear Philip Rosedale is enjoying his golf everyday….
April 19th, 2007 at 2:43 AM
You know, after this last joke of he lst 2 hours of TP screwingup and lag to hell and back. Just goes to show you LLABS KNOWS AND DOES NOT CARE about what is occuring in the game. Then again there are times where resetting of island WITHOUT Promission from ISLAND Owners still occuring. Ok I am Starting Fund of “SAVE THE GAME FROM THE LACK OF HARDWARE” So LLABS CAN BUY THE HARDWARE THEY NEED ………Please donate to the cause so LLAbs nolonger can use ITS our computers thats the problem ;/ This is getting old and so are reasons LLabs is giving us.
April 19th, 2007 at 2:47 AM
WTF! account maintenance BS now! OH PLEASE PLEASE UPDATE YOIUR HARDWARE AND BUY MORE OF IT! This is getting really upsetting and totally *`*`*`*`*`* NOW! I swear!
April 19th, 2007 at 2:50 AM
“From your own figures (March Metrics), only 31% of users are in the US, and only 39.9% in the whole of the American continent. Yes that’s right, only 40% in American time zones.
So hard luck the other 60% of users (52% in Europe)….”
Wait a moment what about us in the asian time zone? why is it that its only viewed as EUROPE AND THE USA? Now LLAbs SAYS.there are real japanese people in this game ALOT from japan. But the staus does not reflect this number…….ATLEAST. 5% are from japan, korea, china……
April 19th, 2007 at 2:51 AM
Sofar Help request really ( sorry for the word ) sucks and often they act very unpolite. I have not had many solutions coming from it.
All what happens is referring to the website and blog… and there you often fall into the same question. If you ask further, the helper dissapears and does not answer again, or gets upset, instead of a clear polite answer, like: “We are very sorry. At this moment there is not a clear answer for that. We will investigate and post it on the blog”. At least then it’s clear.
Or a friend who doen’t speak English I want to help via Help Request: answer: “Your friend can use Help Request”. Geeeee.
Always making things more complicated.
My conclusion: the help request is not vey much trained in customer support and everyone seems to be able to join as helper. Even ppl with a griefing and intolerant attitude is my experience.
LOT’S OF WORK TO BE DONE THERE LINDENS.
April 19th, 2007 at 3:29 AM
“Or a friend who doen’t speak English I want to help via Help Request: answer: “Your friend can use Help Request”. Geeeee”
You know LH ws SUPPOSE to have multi languge helpers. But did they really? Not really. YEs spanish to a point, french, some chinese, etc. But was it really? frankly it missed the target most of the time.
April 19th, 2007 at 4:47 AM
SL still isnt sorted TPs aint working and neither is the search please sort it out i bet its not just me getting pi**ed off
April 19th, 2007 at 5:09 AM
Emergency Support!?!? Really people, you need to get over yourselves. Who has a SL “emergency”?
This is not real life. I’m on SL virtually every day and if something comes up broken or if some a**hole puts up something ugly next to my land I just work through it. Nothing is so critical that it has to be fixed immediately. If some jerk won’t leave me alone in SL, I just ban them from my land. If they won’t leave me alone on someone else’s land, I go elsewhere, or go home where I can call the shots.
A live support model is not as scalable and measurable as a trouble ticket system. Also, with a proper support system the Lindens can mine the tickets and publish them in a knowledgebase. In my RL position, I have found the only way to increase customer satisfaction with the 16 techs I manage is to do away with the use of IM and random phone calls as a means of requesting support. My customers complained at first, but in the end after the dust settled they feel like they are more in control of getting the services they need.
Give their management a chance to make support better before you complain.
Also, if you are using SL for free I am not interested in your complaints about service, lag, TP, inventory, or anything else. In fact, freeloaders simply take away from those of us who can manage to scrape together less than the cost of pizza for a month of entertainment.
Okay… I’m off my soapbox now. I’ll go back to playing nice.
April 19th, 2007 at 5:15 AM
Como e q faz pra eu jogar isso aqui? pq eu to tentando fazer meu personagem faz uma semana e toda vez q eu tento entra aparece uma mensagem dizendo q senha ta errada!!!
April 19th, 2007 at 6:00 AM
I’m glad they’re not removing Live Help like they originally planned. True it will be less staffed by Liasons (but I assume volunteer helpers will still be there as always) while they get trained on the new system. With this post I suspect we’ll see a new version of Live Help that works like most MMOs petition system where you request help through a form that includes categories for what type of help. While this is more up front for the user to fill out it will, if handled right, speed up overall response time as the request will get routed to the people who can handle it. More than once I got a volunteer helper who couldn’t help and had to pass me off to a Linden and it’d take 15-20 minutes at which point I had to restate everything to the Linden via a new IM session. With the routing system I’d hopefully (if its done right and I selected the proper category of request) get to that Linden right away.
I’ll reserve my judgement on the changes until I see the new system and how it works. While it’d be nice if the Live Help wasn’t suffering a cutback in Liasons (Lindens not volunteer helpers), it is needed so they can be trained to work with the new system.
April 19th, 2007 at 6:41 AM
I wonder why my comment was removed when other comments here have blasted the quality of SL help in a much stronger fashion than I did. And I was polite even.
First, I love playing on SL and am looking forward to being able to use it fully again - once someone deals with my tech issues.
My point was that inworld help hasn’t been much help, and I haven’t found any solutions to my particular difficulty in the knowledge base, the public tracker is useless, and tech support got back to me after two weeks with a solution completely unrelated to my problem and - 2 weeks after that - they still have yet to get back to me again when i asked them to revisit my original email.
Further, my point was that it would be highly unlikely for me to become a premium member if this is the type of support I can expect for legitimate tech issues. For some, basic membership is due to financial concerns. For me, it’s an audition and SL help has not got the part.
Therefore, I don’t see these changes affecting the quality of the help since the quality of the help is already quite low. Please don’t delete this again. It’s on-topic and a legitimate statement.
April 19th, 2007 at 6:48 AM
Once again, I will mention that I am using an Acer Aspire 1670 laptop with 1256MB of RAM and an ATI Mobility Radeon 9700, but Acer has NOT released new drivers with OpenGL 2.0 and is unlikely to do so; to make matters worse, ATI’s own Catalyst drivers CANNOT be installed and 1.14.0 was TERRIBLY slow, with textures rezzing all over the place just as if I was on the worst releases so far.
April 19th, 2007 at 7:41 AM
Still cannot use the new viewer 1.14.1. I crashes upon loading. The aeems to be with my graphics card. A Mobil Intel 945 GM Express chipset family. I have tried to find a upgrade on the Dell site and Intel site the is no new drivers for this chip. I well be unable to continue with Second Life if problems with this upgrade are not addressed.
MichaelZ
April 19th, 2007 at 8:22 AM
I agree that the Help Request is less than perfect… i had a bad experience not too long ago involving my av being invis… i used LH and it took 25 minutes and stating the the request 3 times before i actually got to speak to someone… a linden, who just kept refering me to this blog entry or that knowledgebase entry…. after an hour of trawling those (all of which said that it was a “Solved” known fault) she actually gave me some things to do…. which was no help and basicly involved setting all the graphics settings to the minimum… even though i stated at the begining that a friend was able to log into her account on my machine and her av was fine. well, nothing helped.
Finally she just had me file a bug report, which i never got a responce from, and the problem persisted for another week…. a full week where i could do nothing in world…. couldn’t even leave the sim i was in. so i just periodically logged in once a day or so and then after about a week or so… poof… there i was at last!
But that was actually my first bad experience with LH. when i was a noob i had used it fairly often, and got helpful advice from lindens and helpers that actually worked. so…. why is it so different now? And why kill it altogether?
Oh, and i for one am not gonna be making any international calls in the middle of the night if i have a problem in world!!!
April 19th, 2007 at 9:16 AM
Oh, that’s nice, maybe someone will actually respond to my support requests now.
April 19th, 2007 at 9:50 AM
I need help badly: over the past days, I haven’t been able to do anything inworld, After I log in, the bandwidth drops to zero, the packet loss goes up the roof and then both drop to zero. I can not move, only turn around on the spot. When I manage to TP to another location, the same happens there.
SL runs on an AMD 3200+ machine with 1 gig of RAM, NVIDIA GeForce 6600LE video card onboard (updated the drivers). The download speed of my connection is 5438 kbps, my upload speed 777 kbps (I just tested it at http://www.speedtest.nl).
Seems like I just can’t seem to connect to your servers. I live in the Netherlands - but SL is the only transatlantic internet connection that goes awry.
April 19th, 2007 at 11:44 AM
Hmm I thought that I’d read earlier in this blog that Help Request was going away anyway. So reducing available help request time isn’t but a precursor.
Abuse Reports are all but worthless. Broken Creek is still littered with spamming “double your money” lucky whales. Not once have I ever heard back regarding an abuse report.
Instead I use the live help and always get a Linden very quickly who can remove the megadeathstart prim, get rid of the self-replicating griefer toys, remove the colliding objects in a sim or find the warped mesh that would crash anyone not using First Look.
Sad thing… most of those happened outside of “normal office hours” and they aren’t the type of things that volunteers can handle.
April 19th, 2007 at 11:51 AM
In the past hour, some good people in the Netherlands seem to have found out what the problem might very well be: a routing issue between the provider xs4all.nl and the Linden servers. It started past Tuesday, before the downtime, and hasn’t been resolved yet.
Email to the xs4all helpdesk is on its way, so let’s hope for a swift reaction on their part. Sorry for abusing the Linden Blog for this message, but I felt there might be more Dutchies here with the same problem that would like to know this.
April 19th, 2007 at 2:19 PM
Could someone at LL re-arrange the blog and start making posts to report things that have slipped below LL’s radar and are actually still working? Things have been bad in the past, but today is just un-believable.
April 19th, 2007 at 5:28 PM
i know this isnt the post for this but i get no answer from support and live help is crap so i hope some lindens are actually reading these blog posts if not then i truely believe they are useless many people have been waiting 9,10 to 15 days now for paypal cashouts it says 1 to 5 business days why is it taking so long????????? im starting to get a sick feeling here and ready to pull my losses and get out things are sinking fast next thing we know we wont be allowed to cash ou RL dollars i feel it coming
April 19th, 2007 at 5:39 PM
i think its time for all the residents to get together and send a letter to SL corporate sponsers on what is really going on in this world and how badly they run business for there paying customers i have been on SL well over a year and it has degraded more and more every month with no fixes in site and less and less customer help so sad soething that could be so good but you have to take care of the ones who pay your paychecks lindens do you all even listen to us or read these posts never see anyone even respond here
April 19th, 2007 at 5:52 PM
@59 Absolutely. When LL is failing to deliver monetary exchanges in the time period they claim it will take, there is a serious problem. While the amount specific to money I would normally transfer to Paypal are quite trivial, I’d like to know this: When I do a process credit, the us$ amount is removed from my SL account, but doesn’t show in my Paypal account. so, I have to question what exactly Linden Lab is doing with that money while we wait 3x longer than the stated time period for our money.
Any Lindens have the guts to step in and tell us what you are doing with *our* money, and just how much interest you make from whatever venture it is?
April 19th, 2007 at 5:57 PM
Please make SL compatible with nVidia’s graphic drivers for Windows Vista! Please! I have been suffering (really suffering!) since your last update! I get owesome (and unexpected) psychedelic colors in must textures in world, and the client just crashes the drivers after a while. Windows Vista recovers from this, but SL’s client doesn’t. Could you please hurry up into this fix. I mean, I’m a paying resident and I wanna have an stable version of SL that works also on my lastest OS upgrade! Thanks.
April 19th, 2007 at 6:15 PM
Had to come all the way back here to make a completely UNRELATED comment on a CURRENT ISSUE, because all the CURRENT BLOGS have COMMENTS CLOSED. So DELETE it if you want ADMIN, but there should really be some sort of RULE about ALWAYS CLOSING the COMMENTS on CURRENT ISSUES.
Frontier just sent a system wide notice that said the group IM is not being displayed to the sender and I would like to amend that with a slight correction of, Some people are not seeing ANYTHING AT ALL in group IM boxes.
And since I mentioned it, I am curious, why is it that the Linden System Messager works for 20 - 30 thousand people, and my VIP Group Notice messages NEVER WORK!???? With a mere 4100 people on the roster??? Just curious…
April 19th, 2007 at 6:43 PM
If you are going to reduce the staff that helps the residents of “second Life” I suggest you go to http://www.griefers.net, log in with an account and read all the blogs and what the griefers say about Second Life. Then call the FBI.
April 19th, 2007 at 7:09 PM
ANOTHER PATCH ME and wiish release! Gesh you think after all this time LLabs would understand patch after patch is not the way to release a client! Everyone knew FIRST LOOK was not ready for release BUT stil they creamed for its release!. Whats the point of release a state art UI client when its bound to fail? Steven Linden daoes a wonderful things on sl. But releasing clients way too soon is never a good thing. Many of us that tested the FIRST LOOK knew it was not ready for release. But then again does LLABS ever hear us? But what stage are we at with this client? PATCH PATCH PATCH! Lost inventory, losting money. Teleporting is like flying a airline that has a crew of three with a ground control that studied at Crash McDuck flying University! I still believe this client will be the best, but they made the grief mistake ( worse then 1.6/1.7 ). When the population was arounf 30,000 and some we can get away with bad mistakes. But with users reaching not 5 million the coders don`t have to space for error as they use too.
April 20th, 2007 at 5:04 AM
My experience so far with support has been hit and/or miss. Recently more miss than hit. I have been trying since the END OF LAST MONTH to get my inventory issue looked at and I have yet to get a response. I’ve gotten more of a runaround than anything…. and watching my emails drop into an unanswered void. I even tried calling, got put on hold and hung up on. What’s up with that?
I spend more money in SL than most land owners. The only reason I am not a land holder is because I work with and invest with an large business and island owner. Little of my investment in SL is actually in my name. What priority does my help requests have?
I have several alts to feed and take care of. So my spending on SL is significant in my book. I’ve been here for almost a year and a half. I would like to assume that my issues are important enough to warrent at least a “Sorry cant help you” reply rather than a big empy nothing.
My positive experences with help/support have been with billing issues (gotta get my money, that’s for sure), and with sim operation issues (emergency hard restarts etc). I’ve also had some good experiences with dealing with harassment cases and reports of what I would call “B level” griefers. (ones that are doing minor damage to a small area).
I know you have your work cut out for you LL, but perhaps it is time to stop cutting corners and maximizing your proffit margins and start investing more into better support, feedback, and communication with your customers. I’m not talking about just your volunteer helpers, though that is a start, I am referring to increasing your paid staff.
Technical issues, you have them, there isn’t much that can be done. But I think you need to concentrate more on getting your current paradyme/infrastructure working at 100% rather than adding new bells and whistles. Your company has a really bad case of creature feep.
Critque asside. My experience on SL has been mostly positive and enjoyable. I wouldnt be here otherwise. Kudos for the good things you’ve accomplished LL!… I know we’re a demanding public but I think you could do with a look at some of your priorities.
April 20th, 2007 at 6:10 AM
@65 you make some very good points. Thye just don`t have the man power to deal with ( well important paying users …I not saying your not important……….YOU ARE important!: ) ) But in their view you don`t have the level of importantance to them..I am really sorry to hear that lost objects. People that put money in the game and are not treated fairly is just WRONG…..Its all about who you know these days………
usagi
April 20th, 2007 at 8:42 AM
como puede entrar ha secon life
April 21st, 2007 at 9:10 PM
I want my money!
You’ve ignored my last 15-20 support tickets!
I WANT MY MONEY!
-Ben
April 24th, 2007 at 12:46 PM
[...] (more…
[...]
April 25th, 2007 at 2:59 PM
woot found an open blog where comments are closed… YET…
“112 Chadrick Linden Says:
April 20th, 2007 at 4:44 PM PDT
Looks like we are having some wordpress issues and the blog keeps closing comments. We’ll get it running asap folks. Thanks for all the great feedback today, I’m excited to hear so many of you are for this program. Being part of Second Life for so long, I really think it’s a step in the right direction to deliver tools to allow residents to govern themselves, and we appreciate your support.
Ping me in world if you have more questions - Chadrick”
And it’s not even april fools day anymore. Why are lindens closed blogs to comments?
April 25th, 2007 at 3:10 PM
Can we PLEASE ROLL BACK? I cannot recall an update this horrible.
April 25th, 2007 at 3:11 PM
And BTW, more updates would be really nice.
April 25th, 2007 at 3:50 PM
I try really hard to be positive about all of this — really I do — but it really pisses me off when nobody from LL says anything on the blog about what’s going on, and their response to people expressing frustration and trying to find out is to close comments on all the posts.
There are clearly problems! Any kind of communication, update, prognosis would be great!
April 25th, 2007 at 3:58 PM
25/11/2007 - Update installed
* Fixed textures in windows only stretching horizontally
Tested - result NEGATIVE!
This is the one most annoying bug there is for me personally - having been told it will be fixed in this update I have now discovered that it hasn’t. Any guesstimates when it will or may be?
Yours, extremely tired of waiting for numerous fixes (this being the most important) CC
April 25th, 2007 at 5:30 PM
I would just love for my friend’s list to be fixed. Half the people are missing and half aren’t showing up online. It’s not fun.
April 25th, 2007 at 9:23 PM
” 4:40pm PDT - The update has increased traffic between parts of the system, which has
contributed to the login load and web site issues. We’re working on a two-phased approach to reduce the traffic and to bring additional resources online.”
Serious, took nearly 5 hours to come to this conclussion? Anyone of us could of told you that!
April 25th, 2007 at 11:45 PM
right, way off topic i think you’ll agree.. but closing coments all the way down the blog… anyway.. i’m in the UK and cannot get on to either the website (plain page not found crap) nor can i access SL, the login screen is the old style, and it fails to log in. any help here? i just forked out a lot of money for land yesterday incluiding membership and teir fees.. i cannot use this land i have just paid for, wtf?
April 26th, 2007 at 7:04 AM
I still can not even log on…. I am bout ready to cash out and leave SL for good.
April 26th, 2007 at 2:33 PM
Would be nice if someone at LL had the guts to actualy, you know, turn ON comments in recent posts. This is pathetic, but that is to be expected from you I guess. You must be afraid people will actually, you know, be able to inform you that even after all your nifty down time messages, and empty apologies, that the grid *STILL* is inaccesable. Maybe someone forgot to tell you that there is no global contest or award for “Worlds Worst Customer Service”, SO STOP TRYING TO WIN IT.
May 18th, 2007 at 7:18 AM
My account was disbled how can i renew it? please help me as fast as you caaaaaaaaaaann!!!!! Thank you
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