Bo Fiddlesticks
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« on: April 28, 2011, 02:18:21 PM » |
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Just some light reading for fun, entertainment and education.
Fact 1: I had a premium account until March 24 of this year.
Fact 2: My inventory borked as described, some weeks before expiration
Fact 3: I only came round to file a ticket to LL support on March 25, and it read as follows:
Case Summary
Date Created 2011-03-25 01:48:01
Case Type I believe my account has been compromised
Case Status Work in Progress
What Avatar do you believe has been compromised? Bo Fiddlesticks
Please describe the issue. Hello support, let me first say that threatening that 'mis-filed cases may not receive a response' is silly, since categorization of cases is extremely limited. My issue is that a number of folders in my inventory seem to have been moved to the same level as the 'My Inventory' and 'Library' folders (see attached screenshot). I can't remove them or do any other things with them. Please move the folders to my inventory so they can be used again. Thank you.
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Bo Fiddlesticks
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« Reply #1 on: April 28, 2011, 02:21:42 PM » |
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The reply came on 2011-04-06 10:23:07, about 2 weeks later by an unnamed employee - not a Linden so I suspect it's someone in an outsourced support center: Hello Bo Fiddlesticks,
Our records show that your Second Life account has a Basic (free) membership. Basic members have many Support options open to them (you can file cases about most account issues, billing issues, marketplace issues, and some technical issues), but it seems like your issue in this case is not one that is supported for Basic members.
If you have a problem or question not covered by these issue Types, you may be able to find answers at our Self-Help support portal. Here are some options for you:
*Second Life Answers: https://blogs.secondlife.com/community/answers
*Second Life Knowledge Base Wiki: http://wiki.secondlife.com/wiki/Main_Page
*Second Life Bug Tracker: http://jira.secondlife.com (and a quick tutorial: http://vimeo.com/14643240)
If this still does not solve your problem, and you would like extended support options (like live chat help and expanded support case Types), you can upgrade your membership to Premium here: http://secondlife.com/my/account/membership.php. Remember that you must have a valid form of billing (PayPal or credit/debit card) on file, and that you will be charged immediately for the full amount of the membership.
Regards,
Linden Lab Support
http://blogs.secondlife.com/community/community/blog/2010/10/07/making-strides-to-improve-our-customer-support-services |
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Bo Fiddlesticks
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« Reply #2 on: April 28, 2011, 02:23:22 PM » |
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Of course this was not the answer I was hoping for, so I replied:
2011-04-10 12:34:01
Hello,
If you had really looked at your records, you would have noticed that I had a premium account until very recently. This issue existed when I still had this premium account, and you can't really blame me for taking weeks to answer my question, can you?
Another thing: this is a technical issue that is preventing me from accessing folders that contain things I payed for (and some of that payment went to you). Basically you're asking me to pay you to fix something of yours (clearly it's a database issue, because it happens in all allowed viewers) that broke for some reason but not by my doing, only because I'm the one that is bothered by it.
I ask again to please fix your database.
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Bo Fiddlesticks
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« Reply #3 on: April 28, 2011, 02:30:39 PM » |
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Then I let it go for a while, until... I got a mail from LL, dated April 19:
Hello!
Since you have used our support system, we are asking you to help us improve the support experience in Second Life. If you could spare us about 5 minutes of your time to fill out the survey found at the link below, we would be most grateful
Click Here
Don't worry, we won't publish any of these results publicly, except in a purely anonymous fashion (percentages or graphs)
Thank you very much for your time and for helping us improve support in Second Life
Thanks
The Linden Lab Customer Relations Team
First I went "Hmmm...", then I went looking for the ticket to see if there were any additions or comments from Support to provide feedback to have LL improve support in Second Life even further, only to find it closed without notice on April 19.
So I burnt them in the survey - I haven't had any follow-up on that btw.
And I reopened my ticket:
2011-04-20 00:17:19
Me
Excuse me? This case is just closed without reply and without notice?
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Bo Fiddlesticks
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« Reply #4 on: April 28, 2011, 02:31:44 PM » |
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So a few days later it was closed again, and again without any word or notice.
2011-04-26 04:23:47
Me
So I just reopen it again, waiting for a reply.
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Bo Fiddlesticks
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« Reply #5 on: April 28, 2011, 02:33:22 PM » |
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This seemed to wake up the same support person just enough to copy/paste the standard reply I already got:
2011-04-27 04:10:44
Hello Bo Fiddlesticks,
Our records show that your Second Life account has a Basic (free) membership. Basic members have many Support options open to them (you can file cases about most account issues, billing issues, marketplace issues, and some technical issues), but it seems like your issue in this case is not one that is supported for Basic members.
If you have a problem or question not covered by these issue Types, you may be able to find answers at our Self-Help support portal. Here are some options for you:
*Second Life Answers: https://blogs.secondlife.com/community/answers
*Second Life Knowledge Base Wiki: http://wiki.secondlife.com/wiki/Main_Page
*Second Life Bug Tracker: http://jira.secondlife.com (and a quick tutorial: http://vimeo.com/14643240)
If this still does not solve your problem, and you would like extended support options (like live chat help and expanded support case Types), you can upgrade your membership to Premium here: http://secondlife.com/my/account/membership.php. Remember that you must have a valid form of billing (PayPal or credit/debit card) on file, and that you will be charged immediately for the full amount of the membership.
Regards,
Linden Lab Support
http://blogs.secondlife.com/community/community/blog/2010/10/07/making-strides-to-improve-our-customer-support-services |
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Bo Fiddlesticks
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« Reply #6 on: April 28, 2011, 02:34:35 PM » |
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So I shook my tiny otter head and wrote:
2011-04-27 05:31:51
Me
How dare you suggest the same standard options in the same lame standard answer when it's obvious they won't do my inventory any good.
I repeat (and will continue to do so until I get a real answer to at least this objection):
"This issue existed when I still had this premium account, and you can't really blame me for taking weeks to answer my question, can you?"
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Bo Fiddlesticks
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« Reply #7 on: April 28, 2011, 02:35:30 PM » |
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That was yesterday, and today I found the ticket closed again.
2011-04-28 13:09:55
Me
And again this ticket is closed without notice or any word.
This is plain rude behaviour, not even from a business point of view but from a basic, elementary human level.
Have you ever come in a business where you try to talk to people but they just shove you out the door because of the single fact you haven't payed an entrance fee - regardless of the fact that you pour money into that business via other means? What would you think of that?
Close it as much as you want, I can reopen it just as easily.
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Bo Fiddlesticks
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« Reply #8 on: April 28, 2011, 02:41:55 PM » |
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I have been in software support/maintenance/consultancy for most of my professional life, and I can honestly say I have never encountered this sort of blatant neglect of even the basic rules of how to deal with customers.     Btw I'm not trying to start a discussion on how LL support works, I'm not even looking for hints/tips because I doubt there are any... I just wanted to share and have some virtual tiny shoulders to cry on. And I can't begin to tell you how annoying it is for a certified OCD to have your SL inv borked up! Anyway, I'll keep you posted, thanks for reading  |
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Catten Carter
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« Reply #9 on: April 28, 2011, 02:43:21 PM » |
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Have only had positive experiences my self with support, and never such long reply times, however that is so wrong of them. No reply from them to your last post, or did they just close issue?
I'd send Rodvik Linden a long notecard telling him how his bad his support is. He mentioned it as his priority to improve it. Can never hurt.
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Bo Fiddlesticks
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« Reply #10 on: April 28, 2011, 02:45:49 PM » |
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My last post was submitted aboiut 40 mins ago, so I don't expect a reply on that yet  Maybe I will send Rodvik a nc, can never hurt indeed Thanks for the tip! |
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Zayn Till
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« Reply #11 on: April 29, 2011, 05:52:14 AM » |
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I can't even begin to comment on this without Hulking out. I've had way to many similar experiences as have others we all know. GRR
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Bo Fiddlesticks
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« Reply #12 on: April 29, 2011, 08:07:33 AM » |
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Lol, comment noted It helps to know I'm not alone! Tho I knew that already :/ |
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Bo Fiddlesticks
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« Reply #13 on: April 29, 2011, 10:35:18 AM » |
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Hmm, seems they really really wanted to prove me wrong: the ticket is now closed and there is no way of opening it anymore. So no happy end, I'm afraid Tho there might be an addendum soon, who knows |
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Karmagirl Avro
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« Reply #14 on: April 29, 2011, 11:20:40 AM » |
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they suck and deserve a paw chopping or two or five! GROWL!!! |
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Raglan Shire