Linden Labs are horrible at Customer Support

[Latharcia Xevion]

Just as the title says, when it comes to retrieving your old accounts that might be lost due to old password / email, blocked accounts due to random things like payment information etc.  Unless you have the best memory on hand to answer their questions if your account was create back in 05-09, which most people won't, their customer service will literally do nothing but tell you they can't help you unless you answer 100% on their 3 questions that you filled in ages ago.

 

Maybe I'm wrong and an idiot for not remembering someone from 8 years ago, but if I can say off the password ... that should be good enough to get like a temporary access incase someone files a stolen report on the account in the next month but even with knowing the password, they won't even try to help you unless you know answers from years ago.  Like getting my birth certificate is alot easier then dealing with their Support Team.

[Phil Deakins]

I don't see any fault in them wanting the correct answers to 3 questions if the questions that only the rightful account owner would know, such as birthdate, or the answers to security questions that a person answered as security howver long ago the questions were answered.

I do find great fault in your thinking that they should allow the account on a provisional basis. I have no doubt that you would be up in arms if they allowed someone to use your account on that basis.

[Amethyst Jetaime]

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Latharcia Xevion wrote:

Just as the title says, when it comes to retrieving your old accounts that might be lost due to old password / email, blocked accounts due to random things like payment information etc.  Unless you have the best memory on hand to answer their questions if your account was create back in 05-09, which most people won't, their customer service will literally do nothing but tell you they can't help you unless you answer 100% on their 3 questions that you filled in ages ago.

 

Maybe I'm wrong and an idiot for not remembering someone from 8 years ago, but if I can say off the password ... that should be good enough to get like a temporary access incase someone files a stolen report on the account in the next month but even with knowing the password, they won't even try to help you unless you know answers from years ago.  Like getting my birth certificate is alot easier then dealing with their Support Team.

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Knowing a password is not enough to activate an old account or reset a password without a current email address, and shouldn't be.  Someone else could have your password.  You can only prove you are the real owner by knowing the answers to the questions they want you to answer.  If someone else gained access to your account they'd have access to payment information too or could use your avatar to do evil things and get you banned for life.  You'd be the first to scream at LL if that happened.  So LL being particular about your knowing the answers to the questions they ask is a good thing IMO.  It is not horrible customer service, just the opposite.  BTW This is common practice for most websites that have your personal and/or payment information.

You can always open a new account.  Chances are not much is left of your inventory from that long ago, if anything and what may be left is way outdated now in how it looks and because of new technology.  This time pick security questions you would know the answer to easily and write down the security questions and answers, your password and the email account you used to register and amy other information you were asked this time. If you change your email address be sure to update it on your account records too and write the new one down where you keep the other information.

[Callum Meriman]

The Lab deal with people's financial details. I appreciate them taking a bit of care to ensure those precious links into my bank account are kept safe as possible.

Sorry if you are less careful with your money.

[Syo Emerald]

Are you just complaining that the Lab has security messurements in place? If you can't remember your security questions, thats not the fault of LL. If you know that you gave random answers, write them down next time. I bet you would be the first to cry for more security, if someones got into your account, because there were no messurements in place to ensure its not a random person but the rightful account owner.

[Alwin Alcott]

i never encountered any problems with support when activating my old accounts... and really... that were more than a handfull....or even two hands....

I think, as others already said, perhaps i say it a bit less kind, but most likely you messed with your sign up details... they aren't that hard to remember if you used real facts.

Could add a bit more but think others were to the point already.

 

 

 

[Pamela Galli]

Some of us use this old, old, old trick called "writing it down". 

In the distant past, everyone had to memorize everything, but that was several millenia ago.

[Alwin Alcott]

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Pamela Galli wrote:

Some of us use this old, old, old trick called "writing it down". 

 

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so true... but if i remember right we only needed email, day of birth and a secret question...( perhaps also name..but i'm not sure)

i can't imagine, the mothers maiden name, street where you grew up, or your birth town changes during the years...

[BlueTrianon]

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Latharcia Xevion wrote:

Just as the title says, when it comes to retrieving your old accounts that might be lost due to old password / email, blocked accounts due to random things like payment information etc.  Unless you have the best memory on hand to answer their questions if your account was create back in 05-09, which most people won't, their customer service will literally do nothing but tell you they can't help you unless you answer 100% on their 3 questions that you filled in ages ago.

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I couldn't disagree more.  They did an amazing job retrieving a very old acount of mine, created well before 2005.  They were able to identify me as the owner of the account in another way.

[Callum Meriman]

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Alwin Alcott wrote:

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Pamela Galli wrote:

Some of us use this old, old, old trick called "writing it down". 

 

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so true... but if i remember right we only needed email, day of birth and a secret question...( perhaps also name..but i'm not sure)

i can't imagine, the mothers maiden name, street where you grew up, or your birth town changes during the years...

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Hehe not unless you faked the information back in 2006.

 

Unrelated, but one thing that does irk me though, on forgotten password, it asks you the first names of three of your friends.

______ Resident

______ Resident

______ Resident

You can't just pick any random friends, you MUST list the first names of the ones the Lab want.

[Amethyst Jetaime]

That's one good reason to keep your friends list clean with just your true friends and not everyone that offers friendship.:smileywink:

[Pamela Galli]

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Callum Meriman wrote:

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Alwin Alcott wrote:

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Pamela Galli wrote:

Some of us use this old, old, old trick called "writing it down". 

 

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so true... but if i remember right we only needed email, day of birth and a secret question...( perhaps also name..but i'm not sure)

i can't imagine, the mothers maiden name, street where you grew up, or your birth town changes during the years...

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Hehe not unless you faked the information back in 2006.

 

Unrelated, but one thing that does irk me though, on forgotten password, it asks you the first names of three of your friends.

______ Resident

______ Resident

______ Resident

You can't just pick any random friends, you MUST list the first names of the ones the Lab want.

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LOL, that's the LL we know and sometimes like in spite of everything. You have your devs over in this corner and your security support ppl over in that one, oblivious to one another. 

[Perrie Juran]



[Bobbie Faulds]

Odd. I had no problem getting an old account back. I didn't have the exact info they wanted but I was able to give them enough that they knew it was me. The account had been inactive for a good while, which probably helped. When I couldn't remember the security question because of brain damage from an auto accident, the person I talked to was extremely helpful since I had so much of the other info.