Short update from the concierge team
Friday, April 27th, 2007 at 3:17 PM by: Jack LindenJust wanted to give a little more information on the progress we’re making in the concierge team during the overall transition to new support systems. We have a significant number of concierge level residents now, on both mainland and private estates - so time for some news I think!
Firstly, we have been recruiting heavily and adding both technical concierge staff and specialists to the team. Joining myself, Dee, Guy, Harmony and Ethan - we have also recently brought in Izzy and Kyle as technical concierges, Spike and Belinda as concierge specialists and Jay who will be helping us with concierge billing issues. Please be sure to say hi when you see them inworld! So we’re up to ten with at least one more position yet to fill. Our aim is to have 24/7 concierge coverage as soon as we realistically can, and this recruitment gets us a long way there. We’re looking at ways to help concierge residents find who the oncall concierges are and whether they are inworld, so more on that when we have something in place.
Along with higher availability, soon we will also be opening the concierge phone line earlier to cover UK office hours through to end of PST office hours - a 16 hour period during weekdays (1am SL time onwards). Hopefully that will make things much easier for our European high tier residents.
The ‘Regions Down’ form has gone live, and right now we’re busy working through a backlog of tickets; the concierge ticket queues are now a third of the size they were a few weeks ago, please bear with us as we try to answer them as quickly as we can. We are very commited to enhancing and expanding the mainland, and are delivering nearly 500 mainland regions per month through the auctions at the moment. We have put a lot of work into speeding up island order deliveries, we now deliver twice per week so residents will usually get their new island within 4 days of the order being placed - a big improvement.
So, plenty of positive changes and no lack of work to do but maybe it’s time for another concierge party? :)
April 27th, 2007 at 3:27 PM
“So, plenty of positive changes and no lack of work to do but maybe it’s time for another concierge party? :)”
It is
(Just wanted an excuse to post) >:]
April 27th, 2007 at 3:28 PM
hi cool we have been asking now for over 24 hours via phone message and support form to please reset emmelia sim
its been a nitemare for now 36 hours we cant seem to get it reset is there some way for those who are on mainland sims who can request a reset easier via help or something.
our emmelia mainland sim has been a nightmare now for 36 hours and we cannot get help to reset it. Nothing is rezzing from inventory and if anyone who trys to rez anything it is completely lost from inventory wont return to it. emmelia sim is a mall and every vendor has been now though 36 hours of having to manually hand out every item purchased again to all those who are loosing their items purchased. Every vendor is pulling their hair out please make it easier for us to send a request that a sim is having major difficulities as the mainland sims do not have the same easy reset as islands
thanks
Trevor
April 27th, 2007 at 3:30 PM
Excellent additions.
April 27th, 2007 at 3:33 PM
You rock Harmony!
I have nnever had anything but excellent customer service from the Concierge Team and I thank you all.
April 27th, 2007 at 3:58 PM
Harmony definitely rocks. She helped me out above and beyond the normal expectations when I was having a bunch of issues a few months back. Thanks again, Harmony. You do rock.
In the past, you sometimes just needed to have a little patience with the Concierge group to get to your requests. They get things done, they just needed the time to get to it. Now that they’ve expanded, this is a good thing, especially with plans to cover the Europeans at a reasonable hour.
(Er… Harmony, does this mean everyone will be asking for YOU specifically now when they call because of your positive reviews here? Uh… I’m… uh… sorry I said nice things? -grin-)
April 27th, 2007 at 4:00 PM
Well, to balance things out, I can say Jack Linden is rather awesome too. He took the time to answer all my questions when I was having an issue and I really appreciated him doing that. So I can say Jack ‘rocks’ too.
April 27th, 2007 at 4:13 PM
What is the concierge number for people outside of the US and UK?
April 27th, 2007 at 4:25 PM
PARTY!!! PARTY!!! PARTY!!!
April 27th, 2007 at 4:27 PM
Thanks for trying hard & being cheerful & a good interface, guys.
Party: I dunno - the Valentine’s one sorta of turned into a unproof-of-concept for large group gatherings, when many arrived at once. Any way to phase arrivals, or handle local concurrency better, or stage it better? I attended and hung with a European consultant considering a huge gov’t sponsored SL event .. and that person was pretty daunted by the practical experience of grey goo & the semantic equivalent in chat. A mostly-unhosted and mostly-unstructured event that didn’t selforganize for maybe the first 45 minutes? hmm. Better human engineering possible? Nice heart lollipops … but not really the point. Town Halls at the Pooley stage can be a little laggy - but do not leave you wondering if meetings even are *feasible* in SL.
Service & scale: +1: All my interactions with the concierge team have been positive and responsive. Jack does point out, though: X hundred new concierge clients added per month, or hour, or whatever. I wonder about the expectation management & load balancing here. What’s the long-term sustainable concierge support model? Feels like it must peter out asymptotically too .. just like support for all accounts, and tangible in-world LL presence … but on a longer curve. If so, how do we get into a creative discussion about the best eventual steady state, instead of a permakvetch about short-term resource-ratio changes?
April 27th, 2007 at 4:39 PM
one question: How long should it take those days to get a request answered and when should I eventually ask again?
April 27th, 2007 at 4:42 PM
HELOOOOOOOOO LINDENS????
Ive turned in tickets, talke to live help when they were around and called.
Our sim owner has requested a roll back (Kalana Forest) from the concierge team many days ago and we have heard NOTHING. Half my house, most of my furniture and landscaping and an ENTIRE arena of my neighbors poofed about 5 days ago. We cant rez anything because our land stats STILL SHOW THE STUFF IS THERE!!! I keep being told that my stuff is in my inventory all stuck together. I got two furniture items back- and of course I CANT REZ them because it still says my land is FULL of PRIMS. FOR GODSAKE can anyone help?? This is ridiculous!
April 27th, 2007 at 4:58 PM
finally a blog post that has it’s comments turned on.
i find it’s a shame that the lindens have taken away our forums, and now they have taken away our fast way to contact them for assitence. it’s nice that the landlords are leaving the asylum, and that maybe SL has grown beyond the ability for LL to control it’s growth and maybe they need to open up the entire code to everyone and allow us to run our own sims in our own homes. just a thought…
instead of focusing on taking things away, maybe you all should concentrate on giving something back, like increased stability, increased time between the new clients. the one 2 releases ago was relatively stable and lasted us almost 3 months, i recommend this release to everyone
April 27th, 2007 at 5:29 PM
I’ll do a party by myself, if the Linux client gets beta or final.
April 27th, 2007 at 5:52 PM
I too would like confirmation of non-US concierge phone numbers please
April 27th, 2007 at 6:09 PM
>We have a significant number of concierge level residents now, on both mainland and private estates
Is there information anywhere on what qualifies as a *mainland* “concierge level resident”? More than 1 sim? If so, what benefits or extra help is available? Thank you in advance, for any responses.
April 27th, 2007 at 6:09 PM
How can you talk about having a party ..when lots of Mac users are left OUTSIDE SL…due to last update?
We can’t even log on !!!!!! The viewer arent connecting to the new grid!!!! So many of us ..renting condo and houses are left in cold outside SL …..and you are planning for party?
You have to be joking. :(((
April 27th, 2007 at 6:24 PM
This is a great step. Keep up the good work !
April 27th, 2007 at 6:41 PM
Youre all braggy about “Oh we pump out a million times more regeons now”, but whats really more important? more regeons, or regeons that actually survive a whole day without crashing once.. or twice… ot 5 times…
All im saying is focus on quality a little more folks..
I had a help request sent out 2 days ago to get a regeon restarted… Meanwhile its ralfed up a lung and passed a kidneystone that could crush a linden, and all I got back was “I visited, checked the past few hours on the logs, the sim is healthy”. And this while I was IN the sim, experiencing atleast 4 crashes.. today… Whats wrong with this picture.. Please give us back live help? ..or group IMs even?
No sir, I dont like it…
April 27th, 2007 at 6:43 PM
Thats great that your fixing the help issues, but can you please fix the crashing ones? =/
April 27th, 2007 at 6:49 PM
Would have been nice to give a simple definition of ‘concierge’. My dictionary says: ‘a resident in an apartment building especially in France who serves as doorkeeper, landlord’s representative, and janitor’ Also… ‘a usually multilingual hotel staff member who handles luggage and mail, makes reservations, and arranges tours.’ What???!!???
April 27th, 2007 at 7:14 PM
parcel rent 55$ US a month
My inventory worth over 200 US dollars
Not being able to log on since the latest update due to it crashing mid-login and reading that all is going great in SL land? Priceless.
April 27th, 2007 at 7:19 PM
Personally, I have always had very good experiences with the Concierge Team (*waves at the untiring Jack*) and the interesting bit I saw on this blog entry was a “better way to call a Concierge”. I understand that it’s hard to create an “unified tracking mechanism”, but having an option from the Estate Tools (or something equivalent for mainland owners) saying “call Concierge” would be fine? Sort of a Live Help for Concierges, but tied into your own ticket tracking mechanism?
If I could dream on, an even niftier idea would be an in-world Concierge calling feature that would say: “6 people in front of your queue, average time of waiting is now 13 minutes” or so
This would make us stress less (but probably stress you guys more 
) knowing that someone would soon come over and help you out…
Just a thought, anyway. These things are hard to implement, and also take developer time, which might get used better for other things with higher priority…
April 27th, 2007 at 7:48 PM
“‘a usually multilingual hotel staff member who handles luggage and mail, makes reservations, and arranges tours.’ What???!!???”
LOL
have no idea what concierge means.
what i do know is that second life does not work as usual
you guys should block access to it for as much time as u need to actually FIX THE DAMN BUGS
thanks
April 27th, 2007 at 8:38 PM
The words are nice, that someone is thinking about improving the service. Hopefully this means that my support incidents that I’ve been trying to get resolved since February will get looked at?
April 27th, 2007 at 9:06 PM
“If I could dream on, an even niftier idea would be an in-world Concierge calling feature that would say: “6 people in front of your queue, average time of waiting is now 13 minutes” or so
This would make us stress less (but probably stress you guys more 
) knowing that someone would soon come over and help you out…”
Yes, but would you feel less stress when it said “average time of waiting is now 15 days”? (That’s been about the average response time I’ve seen from the Concierges.)
April 27th, 2007 at 9:22 PM
More importantly, what is being done about the folks that can’t login? Updates..great, but some of us (myself included) can’t even GET a login screen to pop up. I’ve tried sending numerous support queries but none of them have even sent out…period. So, we can’t send a mail about the problem. Any help?
April 27th, 2007 at 10:47 PM
how about fixing the frikking login/logout system. its frikkin broken again and yes its an OLD bug that the incompetent linden programmers let back in because they have not a CLUE anout version trees and version control. The zillions of user left this session messages are testemony to the idiocy involved on the part of the linden programmers since thats a defect they say they fixed when in fact its a zillion times worse now. not a clue. not a clue. linden labs is hiring idiots.
April 27th, 2007 at 11:08 PM
This is great news. Your team has listened. I only wish that the voice and prim annoucement (albeit good for the future) had not been made at this time. Concentrate on 2 things. a) support b) make a stable core system. Well done!
April 27th, 2007 at 11:18 PM
One cannot celebrate until one reaches the top of the mountain and the flag one carried from the ground, waves there in the wind.
SL isnt half way yet, since it falls down and looses progress at every attempt. One step forward,two steps back.
Improvement is not total success, it isn`t any example of mastery.
A pat on the back for standing up after one falls down, a cheer when one jumps a hurdle?, maybe.
But i see no reason for a party, unless the celebration is that you are there at all and recently i have had great difficullty seeing SL, its not there…… at all..
April 27th, 2007 at 11:25 PM
so how come my billing question hasnt been answered in about 2 weeks? this was after i received a default copy and paste email that didnt even apply to my case in which i had emailed billing about a month ago. Did all the past emails get tossed?
April 27th, 2007 at 11:28 PM
People, please…keep constructive.
I know what it is not true what Mac users generaly can#t log in, i just chat with one last night….In world….if some have problems and some not, it don’t help to just say all have problems and do nothing.
Maybe where can also bei local reaspons? look bottom right, do you realy use the new client (yes i accidently tried a old one forself, but only once) the old one realy does not connect, the new one does.
Clear Cache, Check your internet connection, check your firewall, changed programm may be blocked…..
And when as a question, but not state a incorrect statement….this would help.
Yes, where may be misunderstandings sometimes, where may be things still in queue….i remember she wrote queue is 1/3 it was before, tjhis means where still is one…..but they are working on redcing it.
So be patient, in the past you nearly did not get a result cause of the giant queue, now you get one.
And the Story about a person not named who told a wrong statement about a Sim not named on a Time not told….hey, this is just the “Reichstag is burning, look they must have done it”
Sorry, if you realy was treated inaccurate, where shurely are Lindens what listen to constructive critic, other popl here in the blog said this and Constructive means giving them all relevant data….posting a “Someone did something Wrong” just dont content valuable information to anyone.
At last a wor to the Other Side, I am writing software on my own (earn money with) and every update is a mess bugs like IM’s to ppl what _are_ online bounce to email, Group messages fail ….and the bu come up after every update again and again…..I wonder sometimes for what you have the Beta Grid….if you release a update where, did the bugs not show up where but on the real they do? whats the reason? is the load on the beta Grid so far below the maingrid? is the Database so overworked? maybe when you should focus on load balance instead of new features and new sims, it looks like the growing of the Grid overcomes the infrastructurte in hardware, in Program structure and in management structure at LindneLabs also…
Maybe this is the main Bugs you should adress, …just my 2cents on it.
BUT, as i read the starting Post, they are on it to try to adress these things, thery get first results what are positive and things may get better in the next time….what is positive and what was the message.
So, I am a bit critical about the Lindens doings, but this message is a good one, so to close I just say
Kepp up this good work, I look forward to see and feel the changes doo good.
April 27th, 2007 at 11:41 PM
The only thing I’d like to know is why my two emails over the past week to the concierge team (I am a concierge customer) have remained unanswered.
April 28th, 2007 at 2:09 AM
*wow* that menas, that my partner and me are very special, because our usual island delivery is 2-4 weeks, not 4 days
but spliting up the suppoert, building teams that way - doing 24/7 coverage are good plans, no doubt.
keep in mind that a concierge phoneline for your secodn biggest customer comunity in germany would be nice. a toll-free number in the US can´t be dialed from outside the US. maybe open a regular numer in britain, or better germany.
folowing regular sales and marketing guidelines, there should be a toll-free one in germany
btw: why open a office in GB, when the biggest european comunities sit in germany and france ?!?
cheers
Ralf
April 28th, 2007 at 2:09 AM
Thanks for tje job of the support team.
But, are you thinking about support in spanish language? If that it’s no possible by telephone, will be possible by e-mail?
I think it’s a interesting help for all the community who use the spanish language in Spain and America.
Sorry for my bad english. Greetings from Spain. Irene Muni.
++++++++++
Gracias por el trabajo del equipo de soporte.
Pero, ¿habéis pensado la posibilidad de dar soporte en español? Si no es posible por teléfono, al menos por correo-e.
Creo que sería un ayuda interesante para toda la comunidad hispanohablante de España y América.
Perdón por lo defectuoso de mi inglés. Saludos desde España. Irene Muni.
April 28th, 2007 at 2:36 AM
congratulation lindens good to hear . but if you run a business shouldnt you run it when most people on the weekends are playing my opion is id have people working at its busiest period, i think you should go back the other way where people with credit card or paypal should register payment info , im sorry i know you will p[robaly lose about 300000 people but hey lets get it right now , less lag , less greifers , less problems
April 28th, 2007 at 2:52 AM
Thanks for tje job of the support team.
But, are you thinking about support in spanish language? If that it’s no possible by telephone, will be possible by e-mail?
I think it’s a interesting help for all the community who use the spanish language in Spain and America.
Sorry for my bad english. Greetings from Spain. Irene Muni.
—–
Gracias por el trabajo del equipo de soporte.
Pero, ¿habéis pensado la posibilidad de dar soporte en español? Si no es posible por teléfono, al menos por correo-e.
Creo que sería un ayuda interesante para toda la comunidad hispanohablante de España y América.
Perdón por lo defectuoso de mi inglés. Saludos desde España. Irene Muni.
April 28th, 2007 at 4:05 AM
Glad to hear this, especially the extended hours - though true 24/7 has got to be the target.
Maybe I’ve been lucky, I’ve always got prompt effective response from Concierge Services - I’m not singling anyone out, because you are a team, one which function like one and works effectively.
Sorry to hear you’ve developed a backlog - I guess I should count myself lucky not to have required your services during this period, otherwise I might not be so happy with your service…
Fingers crossed while you clear the backlog. At least knowing there IS a backlog and measures are being taken to clear it I’ll know WHY you are slow in responding should I need your services.
The only question is - if Concierge can keep it’s customers informed and behave sensibly and transparently, why can’t the rest of Linden Lab’s support services (Billing, Support, Abuse, etc)?
April 28th, 2007 at 4:31 AM
While it is good news to see the concierge team grow, I cannot stress enough how stupid a move it has been to do away with Request Help completely. The past few days since the “update” have been the worst in recent memory in terms of grid stability, and having no timely way of reporting grid conditions, and consequentially finding no comment on the condition of the grid in the blog is a frightening indication of the direction in which communication between Linden and its customers is going. Is going… has gone. We’re cut off, and Linden is apparently into the “new mode” of pretending everything is peachy, having largely managed to shut us up, presumably because they “don’t want to hear it”. As trends in customer service go, this is disturbing, and can only be considered a “bad move”.
A large part of patience and understanding with Linden on the part of residents is the mutual understanding that we have lost with this move away from direct contact. Yes, Live Help should have been for emergencies, not knowledge base issues, and doing away with it entirely, for any purpose, isolates Linden from time-sensitive LIVE REPORTS of the current stability conditions of the grid. It also prevents Linden from quickly ACKNOWLEDGING the existence of these problems via the blog.
We don’t ask that the grid always behave, but we DO INSIST that Linden not cut us off from the best reporting/acknowledgement method we had before. The result is days of crap performance with not a word from Linden about looking into it. The grid has been wholly unusable most of the time, with adventures in packet loss that make just about any activity fruitless. And NOTHING FROM LINDEN ON IT, BECAUSE NOBODY CAN REPORT IT IN A TIMELY MANNER. Instead it will sit for weeks in a support email, at best.
Rethink this big big big big big big BIG mistake.
April 28th, 2007 at 4:38 AM
Good news for Europeans! Really need a landmark where to go and ask 24 on 24. Please relax with updates: every time you release new browsers, i have to fight/ask to the owner of my favourite net point to manage my files in the locked folder of the server.
April 28th, 2007 at 5:27 AM
I’ve been lucky the times I’ve required concierge support, Jack has helped me a lot and Harmony, well, she’s amazing, if all Lindens had her attitude there would be no problems in the grid at all.
We residents understand the fact that LL is working in providing new things for us to enjoy, but we just ask to keep things healthy BEFORE trying new additions, and to deliver those additions when they’re totally tested and healthy too. We dread the updates, we begin fearing the next one as soon as its announced. I still remember when I couldnt wait for the updates, specially when the flexi was going to be delivered, now I twitch at the idea of update.
The idea of not listening your residents is not a good one, as stated above, and what’s worse, the feeling we’re getting about not having any head to listen to us will make this an anarchy where we each will take the law under our hands as we dont get support on a timely basis.
Please, I ask Lindens again, please allow us to continue loving SL, please allow us to enjoy our SL, to feel the investment we are making each month in tier and the iniial one, the islands or land in mainland are worth having. Please dont push us out of it.
April 28th, 2007 at 6:22 AM
more feel-good nonsense from lindens who never actually try to work or live in-world? Friends online is shut down, the friends list is rarely usuable, tp’s problematic, lag crushing and rendering av’s immobile, logins difficult –the list goes on and on about essential matters while the one accomplishment seems to be getting rid of ratings without refunding the thousands of usd wasted on them now-lets not get fooled by promises-sim owners have a right to serious service-it shouldnt be considered a gift…….
April 28th, 2007 at 7:02 AM
Before you party ban the landbots and do something about the theft of 10000’s of metres of mainland by malicious landbot software.
Isn’t it the task of a concierge to take care of it’s residents? You were informed by many different people through many different channels how several people got ripped off for 1000’s of US Dollars by theft of their land. Not a single one of you stepped up to do something about it, you keep hiding behind a policy of “We don’t interfear with transactions between residents, this also means if the residents are non human or software”. This is one of the biggest concerns about land at this point and has been going on for months.
The land buying systems is buggy for days, it’s always the same after updates, people get billed multiple times because of server lag, you took down live help, group messages aren’t working well since the update, crash of viewer when attempting to terraform a parcel.
So far I haven’t seen any form of open communication between the concierges and the residents and there are some serious issues that need to be discussed, the huge scale land fraud and cheating is on top of the list.
April 28th, 2007 at 7:09 AM
I’ve emailed twice now for tech support, the first over two weeks ago. I’ve yet to receive a reply. I still can’t stay on SL for any length of time without crashing. The new update has been a disaster for me and no one seems to care at SL that I’m having a problem. And when I tried to report a problem on-line I was replied to in the snottiest way imaginable. No, I don’t think SL values it’s residents at all. That could explain why SL has problems RETAINING members. I’m sorry I ever wasted a single cent on SL given the total lack of support I’ve gotten.
April 28th, 2007 at 8:48 AM
Oh that’s fine, 2 regions per week. Maybe I get this wrong here, you are not able to support the regions you already have (mainland, Islands) nor does your support work. Bug messages over and over, cuse of your hardware. but pushing new sims online ?
It isn’t surprising people get upset. I mean seriously, fix your main servers first, and then go ahead. It isn’t clever to roll something from the end up to the start again.
And please fix your “register new account” option on the page. Make a brain check or something there, atm it seems they gave up their brains at the entire of each Login Session. I love noobs, but not this stupid ones. And I don’t have time to deal with ‘em each day, specialy when no support is arround to help
April 28th, 2007 at 9:05 AM
Good news on the concierge teams. Hey you closed the comments on the sculpted prims. I have been begging for rounded corners for over 3 years YEAH!!!! I’M SO HAPPY, Thanks Linden Lab this is gonna rock my socks
Hugz Cat
April 28th, 2007 at 9:10 AM
I really think I have not seen any kind of support for anyone here in Second Life.I have only been here 7 week and was doing fine till the new updates were FORCED upon me. Now I have to get a New Video card because SL has such a limited few cards they will except.I have spent over $160.00 American dollards her I was under the empreshion that the managment crew here cared about its members. I see that also is not true.I strongly belive you will be loosing alot of fine peope here that can not afford to buy a new video card or there computer can not be uodated. But does anyone really care?…again i dout it….I do love second lif and belive it the best program out there just wish ther was more consern from managment about the people that come here…sighs have a nice none
April 28th, 2007 at 9:15 AM
Maybe instead of having a party you might think about helping enigineering and product management come to terms with providing a usable in-world environment.
April 28th, 2007 at 9:20 AM
Hi Concierges,
Just to thank u guys, namely Harmony whom delivered my 1st Island, Tks.
As a newbie I don’t know what u r talking about the party, but that’s a POWERFUL word!
Looking forward to it
All the Best
April 28th, 2007 at 9:45 AM
Oh yes well done rolling out even more sims, effort would be better expended on making what is already in sl useable, lag is so bad in so many areas when users are hitting 35 to 40 k, its just not a worthwhile experience anymore, packet loss according to my tests is occuring all at the linden end,so its not my firewall as the latest spiel on linden radio seems to be trying to convey! get your heads out of the sand Lindens, there is a major problem with the core useability of sl with this many users, come up with a policy to reduce users or make the pipes fatter so we can enjoy sl again, personally i can rarely tolerate a trip to the mainland these days its like walking in treacle and thats with every setting i can alter turned right down.
April 28th, 2007 at 10:22 AM
Lucy lukas “effort would be better expended on making what is already in sl useable”
Why do you assume the effort in new rollouts has any relation to the debugging and fixing efforts? Does your city shut down the police department when the streets need repairs?
Throwing more people onto a programming team does not make the team more effective.
April 28th, 2007 at 10:25 AM
Something that should concern All Land Owner’s ~ Locked Objects on your property.
You folks at LL are out of your minds !!!!! PERIOD ! you cant even get the friends on line list to work correctly in world, and now the web page version of that no longer functions. Teleporting from one region to another is still a crap shoot at best. The problem that was introduced with LOCKED OBJECTS which was introduced with v1.4 is still here
GO on ahead any one reading this I dare you to try it. Set down any object pre-made or one you have created, and open edit, observe the details about said object. ( Creator, Owner, Prim count, ect… ) and Lock It!!!!!!
Now exit edit mode, and reenter edit and try to look at the Stats on that object. GUESS WHAT - They No Longer Exist !!!! No One Created IT ~ No One Owns IT ~ It Has No Prim Count ~ NOR ~ does IT Have A Texture or a Color.
Real way to go, LL I have been complaining about this since 1.4 and repeatedly made LL aware of the issue. At that time it was no big deal because a step back to useing 1.3 or the First Look Client, would allow you to recover your seemingly now what does not really exist as it was, Expensive piece of furniture, or the latest great masterpiece build you had just put the finishing touches on. And not to mention all of the items you may have in your house or place of business that you had previously LOCKED in place ( with a previous version of the SL Client ) so no one could move them. Go on ahead all you folks out there that think all these supposedly wonderful new features you seem to be clamoring for, I Dare You! to take the challenge! Go back to your home or shop and try to edit some of your expensive Paintings. Rugs, Sofa’s, Tables, Chairs, Dance Poles, Dance Machines, Free Merchandise Gift Givers, Walls, Stairwells, Doors, Window’s, even a lowly 1 prim Cube you have just made, and observe the results.
( JayR gets a cup of coffee and waits )
OK if you tried it, and seen the Giant Mess that has been created by LL’s ineptitude and seemingly total disregard for their catch phrase, YOUR WORLD , YOUR IMAGINATION, A WORLD CREATED BY ITS RESIDENTS……. Are you now Angry ??????? Are you now completely fed up ??? Are you now ready to scream ???? Want to strangle someone ???? And since this 1.5 viewer is now mandatory, Guess What YOU ARE SCREWED !!!!!!!!! You can not go back to a previous SL Client and unlock all the precious items you have spent your lindens on or designs that you have created. Try takeing that item back into your inventory and further observe the results. hmmmmm that expensive Pole Dance machine you spent some big bucks on is now considered by your inventory to be a simple Lowly Object, now Re-Rezz it, see result is still the same. SL RESIDENT”S , YOU HAVE BEEN SHAFTED, by the ULTIMATE BIG ONE !!!! Period !!!!! Done Deal !!! No Hope !!! Cry Cry, Hush Hush, there you are.! don’t worry some new extra features will make you forget all about this. NOTTTTTT !!!!
Crap they even did away with Live Help so you do not even have them to at least try to assist you.
Hey LL how about a novel new idea, something you have never tried before. FIX WHATS BROKE ! Then we can have a goody goody contest without even a prize
April 28th, 2007 at 10:53 AM
Ummm… it’s all well and good that you guys are updating the game and all, but you really need to stop doing updates that keep stopping me from playing Second Life. Again, it’s the ‘The system display settings have been set to the recommended levels’ and then crash problem. Please, PLEASE fix this problem BEFORE you do any updates, because it may be well and good that you’re making things look/react absolutely better than they are before, but it’s not good if said update crashes Second Life on loading and stops me from playing. This is the second time I have had to report this kind of error about Second Life updates.
April 28th, 2007 at 11:02 AM
That’s good news. Sharing problems online.
April 28th, 2007 at 12:19 PM
I’ve not been able to get into SL since the ‘update’ - I had the “crashes just after login” trouble with 1.14 and after lots of emails to Support@ was told to just go backand use 1.13.2, which worked fine, but now the new version is compulsary I can’t stay in SL for more than a minute before crashing, sometimes restarting my machine. I’ve updated motherboard and graphics card drivers, taken off my antivirus and firewalls - all to no avail.
and with no forums, a frankly unsearchable knowledge base and no reply to my emails i’m stuck out here… anyone got any ideas of what i could try next?
zann.newman@googlemail.com
April 28th, 2007 at 12:22 PM
I still can not log in. 5 days now. Can not get help from anyone. I get an email asking “is this still a problem” then when I respond, a couple days later…”is this still a problem”. Damn it, yes it is a HUGE problem. I CAN NOT LOG IN… Fix the damn thing!!!
April 28th, 2007 at 12:43 PM
Friends list is still not working correctly. I’ve seen one update about this issue on the blog. Can you please update your users about what you will be doing to correct the problems?
Please correct the problems or post a rollback/other software version for use as you did on 1.14 so we can make the choice about what version to use until you get this blasted thing sorted.
April 28th, 2007 at 2:13 PM
OK, i know this isn’t the right forum for it, but I am the Owner of TWO SIM’s “Ebersberg” and “Kreiss”. I have send multiple Bug Reports now
#820605
#804738
#797149
And all about just one little (in my opinion) thing.
My Island “Kreiss” is not showing in the MAP !! And the other one “Ebersberg” has an very very old Picture.
So if the Concierge Team even the right place to do anything to update the map, please please do so (do I need to say “Pretty Please” ??)
TJ Ay on Ebersberg and Kreiss
April 28th, 2007 at 2:21 PM
Ok.. that’s all well and good… Just one question… two actually… I would like to know why the ability to contact the Lindens for direct support has been removed, and will this team do something about the texture issues that the majority of the population has been suffering from after the recent update? Seems to me, that everytime there is an update, SL just gets worse and worse… I don’t know about the others here, but I pay to help support this community, if this keeps up…. I’m pulling my resources out.
April 28th, 2007 at 3:39 PM
ty you all are doing great job keep up the great work
ty Raubin
April 28th, 2007 at 4:21 PM
Contessa Marquis and I started the “Island Owner’s Advisory Council” — new island owners are welcome to join, the purpose of the group is to help new island owners as well as be a networking/mutuall support network for us as we sometimes have unique issues (like doing landscaping). If someone would like to host an event or has any ideas for how we can help each other please let us know, we hope to work with the concierge team to support them, at least that is the idea.
April 28th, 2007 at 4:45 PM
Ah!!! a place i can type something…
Classifieds: i keep being told that i have the word “BET” in mine when i try to update, it certainly is not there and there is, as i can see no other word relating to betting.
Please Lindens give us a list of the non allowed words.
I assumn that you have sorted the original bug that caused it to read other words that happen to have bet in it EG: BaskET if not why not?
April 28th, 2007 at 5:12 PM
In reply to this post: http://blog.secondlife.com/2007/04/28/second-life-version-1150-issues
What about the Friends List? No comment on that? Vital veins are closing.
April 28th, 2007 at 5:13 PM
Before Live help was removed, I have been able to ge the sim rebboted two times when it was acting up and I had an event.
The two templates in “my account” do not help mainland ownes. And after writing a mail to concierge I got the answer to use the support address to get a sim reboot.
So I cannot really say hurray now as I think. It may help sim owners but not mainland owners. Having a sim crash when a concert is held because one cannot find somebody rebooting the sim in time is no fun at all.
If I am missing something: Can anybody tell me the advatage of being a mainland concierge customer instead of a “normal” customer?
April 28th, 2007 at 5:31 PM
Long ago and not to far away, I reported a bug that misplaces my attachements when I tp…… you good Lindens gave us to believe once upon a time that this problem was fixed…. guess what:) you have brought it back with your constant updates……. how about fixing all the bugs in the game before moving on to the next update? I realize its a new thought but common sense should tell us all that it’s a workable solution to all the woes we are constantly experiencing. So sweet to arrive at a Dance event to find your hairdo glued to your bunz and between your legs and have your jewelry obiting your body. Help………………. PLEASE fix what’s broken, our concerns are not so much for how much new land you can supply as how to be able to get thru the day here with unfixed bugs.
April 28th, 2007 at 5:57 PM
Once more i have to blog on a topic that´s not the one i wanted cause you people closed or not even openned the blog comments on the one i wanted!!!!i just came to tell how happy we all are,and i believe i´m right,on the new PROBLEMS that the new release bring.Well,the problem aren´t new,THEY JUST ARE WORST!!so,once more you did an excellent job on making our sl experience REALLY BORING,DEPRESSING,ANOYING among others.so if you dnt have more things to put in game to make our sl DESPERATING,please invent some more,that we know you´re capable to do!!!my wife has serious issues staying more than 10 minutes without crashing(IN THE BEST CHANCE),i lost 4k from my account,even the register from them,lost some business cause linden buying it´s working only when it wants,i wonder why,and well,friend list problems,inventory losses,bla bla bla.my business associate is waitting for 20,000$L that she bought,called you 2 times and all u have to say its that you´re looking into it…i think ALL PEOPLE SHOULD DOWNGRADE TO BASIC FOR A MONTH!!!to see if you sove the damn problems,cause when it comes the time to charge you really make a fine job on doing it!!!!!!!we´re here cause we love the game,and that makes me and other people think that you´re here cause you love our RL MONEY and to make our SL MISERABLE.
sorry if i was too rough,but well,it´s the truth!!!
PLEASE SOLVE THE ISSUES FOR ONCE!
ty very much for the attention.
PS:i´m thinkin on buying a sim next month among with my associate,but i think i´ll just wait til sl is really a worth decision to make.
April 28th, 2007 at 6:03 PM
ZANN try to see if the online games comitée can have someone here supervising this.cause it´s pretty sure i will b4 trying to invest my RL Money in it.
April 28th, 2007 at 6:34 PM
>> Hopefully that will make things much easier for our European high tier residents
What’s a high tier resident? I’ve heard of High German, but not High Tier — as in Tyrolian, maybe? Upper alps or something like that?
April 28th, 2007 at 9:18 PM
Keep up the good work LL
I think it would be great if you update outstanding tickets with a report or status update when the ticket changes states. Maybe something like an email when a ticket goes from ‘acknowledged by system’ to ‘assigned’, ‘work in progress’ , etc.
If that is a pain to implement, maybe a weekly email with outstanding ticket numbers and their respective status. Either way - this would help to improve communications a lot.
April 28th, 2007 at 9:25 PM
Good news!! and a special thank for your help in my estate;)
I miss the ‘concierge Valentine Party’ I think it the time..
April 29th, 2007 at 1:19 AM
CONFUSED:
I have yet to get any help from a concierge, after numerous requests, for one thing.
Secondly, you say 500 sims a month? Lets do some math here:
At 1/16 a sim per lot –and I’m being generous here– you’re suggesting that the population of SL is growing by 8000 members, all needing land, every 30 days? Or, is this just a caveat not to buy sims from Linden Labs?
I am dead serious about this. Please clarify before I am forced to find answers from a higher authority.
April 29th, 2007 at 2:22 AM
I’m with my wife, MattyMcHatton, on this one. The more ‘updates’ done the worse the world has gotten. Little to no support, new and some improved bugs imported each time.
Guys, do you ever actually get into SL? I mean I cannot believe a Linden that plays the game could NOT see all the major errors.
The focus seems to be to make more money from clients and stop giving them real updates and true support.
I see a constant in flow of greifers (all free accounts btw), and a constant driving off of paying members. Really guys, look at your numbers.. Selling an island to one new person does not replace 50 paying people.
/rant
AJ
April 29th, 2007 at 3:05 AM
Party? /weeeeeeeeeeeeeeeeeeeeeeeeeeee and what about a Town Hall Meeting?
April 29th, 2007 at 7:23 AM
I apologize for writing here–I have been staying off blogs unrelated to any particular problem I am encountering. However, I have sent 9 emails to Support, and made 2 phone calls (the second during business hours eventually got me shunted to another “ticket”), and sent 2 emails to Billing, in case that was involved in no way. After a few days, still no individual response or resolution.
PROBLEM: I cannot buy Lindens, after months of doing so. No problem with my credit card or billing, according to my bank. I have deleted and re-entered my credit card info, to no avail. Is anyone experiencing this problem unexpectedly, especially since the new release? I cannot find any information about it. My rents are overdue, and so on.
Thanks.
April 29th, 2007 at 7:25 AM
I should have written, “in case that was involved in SOME way,” rather than “NO way.”
April 29th, 2007 at 7:32 AM
OK, now my transaction/credit card info reads “Pending”–as it has for 24 hours. Sending a message to Support or Billing does not seem to be useful—any suggestions?
April 29th, 2007 at 7:39 AM
What I am missing here is anything talking about mainland concierge customers. You know, those who don’t have any estate tools at their disposal and so need a linden to look at top-scripts, top-colliders or to even reboot the sim - when a friend of me called for help at concierge (yes, she is a concierge customer with a sim worth of tier), she just got told to go elsewhere. So, what are actually the benefits for mainland concierge customers in all this? Are they again just plain ignored?
April 29th, 2007 at 9:35 AM
@ Tael, I was having the exact same problems sent a message to billing about 3 times and didnt hear a thing. I had to re-enter my details (which I was loathe to do) and try again. It failed again and so I waited a couple of days. I have just tried it now and it is letting my buy Lindens again. Not sure what to suggest really. If it happens again I am switching to Paypal although when I first tried to do that it wouldn’t let me because I was in Europe. I dont know if this is still an issue.
April 29th, 2007 at 10:50 AM
Hello,
I recently had an issue with others being able to send illegal child
or underage advertisements to myself in the form of a texture.
Upon, denying the teeny bopper information being displayed in front of my face encouraging underage explicit material, I found that denying the information put it in my trash can. Please correct this misguided effort to make end users responsible for what exists within the database by allowing a real denial of incoming information. We have a right to protect ourselves and children from being exploited via secondlife and we expect a service that allows such. Please fix thte issue of any information being flung in our faces from affecting out trash cans and being something that is accepted in any way.
Thank you,
Tracy Welles
April 29th, 2007 at 11:35 AM
Pleease see post 54 in regards to original post. If the original poster is not qualified to adress the issue, please find someone who is.
Waiting for clarification.
Thank you.
April 29th, 2007 at 1:08 PM
Meh I don’t want to do it. But since it’s the most recent blog we can post to:
Friends List both in-world and web: Still borked & no news. Although from JIRA I understand it is a known issue. From friends in world I understand it’s a “SL is still borked” issue and the joke is wearing a little thin.
And if you do venture in to JIRA land to see how things are gong folks.. check… https://jira.secondlife.com/browse/MISC-100 for the kind of problem you should be REALLY worried about.
I’m trying to like JIRA. But without a lot of residents bothering to use it and sort it out (much like a wiki), it’s a bit of a dogs dinner at the moment.
If anyone out there could take a few minutes to help weed out the duplicate reports and vote for the real nasties it might at least represent the issues that really worry SL users.
April 29th, 2007 at 2:12 PM
https://jira.secondlife.com/browse/MISC-153 Ain’t pretty either. If Linden Labs wants to encourage businesses, they should keep their end of the bargain. Many vendors and other product servers are still down, without even any acknowledgment from LL. The blog post about the friends list thing makes it sound like that’s the worst problem, and it isn’t. Disabling comments on that post isn’t a good idea either. Come on guys, I know you can do better.
April 29th, 2007 at 3:05 PM
Comments are off in the above thread. Helpfull.
Inrelation to group IMs. For the love god…
[] Allow group member to start group IM session.
[] Allow group member to contribute to IM session.
Is there any reason at why this is not part of the group set up? Do we need a billion useless IMs flying around the grid? Do we have so much to spare?
April 29th, 2007 at 5:58 PM
My ENTIRE inventory is empty. Only empty folders.
Is this related?? How do I report this?
There are thousands of REAL Dollars worth of projects in there.
All of my BlogHUDs and development systems are AWOL.
April 29th, 2007 at 6:05 PM
Still no response to my repeated requests for concierge help.
The self-congratulation is depressing to say the least.
I suggest all the concierges look at the mess that 1.15 has made for all Mac users, in the Mac Forums. Crashes every 5 minutes, people unable to get onto their own islands.. and not a WORD about this problem in any of the Linden blogs that are beginning to realise this client is a disaster… ‘we’ll be getting round to fixing some IM problems in maybe a week or two’ is the latest wet utterance. Well great, if you can stay on long enough to complete a line of IM…
And for this we pay $195 per island…
April 29th, 2007 at 7:59 PM
Bring back live help. You know its a bad idea to take it out and leave everthing to email. This is gonna be the update where griefers take over sims.
April 29th, 2007 at 8:57 PM
A concierge is there to assist with logistics. So, I ask again; please explain this:
“We are very commited to enhancing and expanding the mainland, and are delivering nearly 500 mainland regions per month through the auctions at the moment.”
If every new arrival purchased a 1024 lot, that’s 64 lots per sim, or 32,000 new land purchasing residents per month.
Now WHY again is it that I should buy a private island and lessen the work load on LL’s staff, while suplimenting their income? And of course now I get to handle complaints too.
I realize this was not the doing of the concierge team, but please explain it or get someone who can. This is my third request; see 54,62.
April 29th, 2007 at 9:30 PM
after reading this I and doubtlessly thousands of others will DEFINATELY wait to buy land. If the Linden’s are playing the odds they are in for a rude awakening. Leadership has only do much “credit” with its followers. When it runs out - - game is forever over.
This blog would be a death knell in the rl business world. They are resting on the novelty without universal stability. Leadershipp couldn’t ne more short-sighted unless they organized a party.
Any tech business with this level of membership and income should and does have live 24/7 help. I am frankly stunned - look at the board members of Linden, they are the true visionaries of out time, they know better.
I for one can only conclude that something is afoot here other than what in front of everyone’s nose.
Any suggestions on what that could be?
April 29th, 2007 at 9:34 PM
BYW an extremely minor but poigniant case in point - “Leadership” and “our” in my previous post was NOT mispelled until it appeared in this blog - it was spell checked and proofed B4 sending.