greek Wingtips Posted January 31, 2019 Share Posted January 31, 2019 (edited) I am a fully paid member of Secondlife and although I not had to submit a support ticket that often I submitted ticket last week on a on an urgent matter, and I am still waiting for it to be processed, this now has been nearly a week and the wait is totally unacceptable , before I get the defenders in this, remember I am a paid member of a service. and think LL have to either employ more staff if they are under staff or deal with paid members first . I think SL is getting worse on all fronts,, not a happy customer Edited January 31, 2019 by greek Wingtips 1 Link to comment Share on other sites More sharing options...
Ginger Shostakovich Posted January 31, 2019 Share Posted January 31, 2019 I am a fully paid member of Second Life, and I have recently had cause to submit two support tickets. Wait time on both was approximately two weeks, which in my case was completely fine. I've had very positive interactions with both team members. Sorry to be a defender, and a happy customer. (I wonder, how many residents submit support tickets a day?) 2 Link to comment Share on other sites More sharing options...
Ethan Paslong Posted January 31, 2019 Share Posted January 31, 2019 18 minutes ago, greek Wingtips said: I am a fully paid member of Secondlife and although I not had to submit a support ticket that often I submitted ticket last week on a on an urgent matter, and I am still waiting for it to be processed, this now has been nearly a week and the wait is totally unacceptable , before I get the defenders in this, remember I am a paid member of a service. and think LL have to either employ more staff if they are under staff or deal with paid members first . perhaps ever thought about calling / live chat?... And however some things are urgent, everybody think his issue is the most important on this world... and it's mostly not. Most people won't be very impressed by stating you'r a paying member... many are, and are handled the same way. 21 minutes ago, greek Wingtips said: I think SL is getting worse .... not a happy customer to the first partly true, not at all fronts... but in the case of support response it's for sure a fact, seeing it quite often mentioned here on the forums. 2 Link to comment Share on other sites More sharing options...
greek Wingtips Posted January 31, 2019 Author Share Posted January 31, 2019 (edited) Well as any paid service two weeks would be unacceptable, it only means they have cut down on staff, no other reason, if you are a paid member maybe they should go to the front line and maybe priorize on importance too Edited January 31, 2019 by greek Wingtips 1 Link to comment Share on other sites More sharing options...
Ethan Paslong Posted January 31, 2019 Share Posted January 31, 2019 12 minutes ago, greek Wingtips said: Well as any paid service two weeks would be unacceptable, it only means they have cut down on staff, no other reason, if you are a paid member maybe they should go to the front line and maybe priorize on importance too as said... there is premium help in form of live chat, but you seem to skip that part. Even when they aren't able to help instantly they can assign and escalate a issue to a support team. Link to comment Share on other sites More sharing options...
greek Wingtips Posted January 31, 2019 Author Share Posted January 31, 2019 I tried the live chat but it was closed, as I am GMT hence why Link to comment Share on other sites More sharing options...
Pamela Galli Posted January 31, 2019 Share Posted January 31, 2019 6 minutes ago, greek Wingtips said: I tried the live chat but it was closed, as I am GMT hence why Closed for a week? 7 Link to comment Share on other sites More sharing options...
Ethan Paslong Posted January 31, 2019 Share Posted January 31, 2019 1 minute ago, greek Wingtips said: I tried the live chat but it was closed, as I am GMT hence why perhaps try it at another time, because the openings time are for sure not impossible for GMT. I think you make it harder for yourself while the solution is quite close by. Live chat is available from 2 pm GMT till late evening if i read this converter right. https://www.worldtimebuddy.com/est-to-gmt-converter 5 Link to comment Share on other sites More sharing options...
greek Wingtips Posted January 31, 2019 Author Share Posted January 31, 2019 No Ethan, I am paid member which means that I pay for a service, and so far a week is really unacceptable, maybe in the USA it's the norm , but in the UK there would be riots for such a wait . 2 Link to comment Share on other sites More sharing options...
Pamela Galli Posted January 31, 2019 Share Posted January 31, 2019 26 minutes ago, Ethan Paslong said: .. and it's mostly not. Most people won't be very impressed by stating you'r a paying member... many are, and are handled the same way. Yes, when I read that I thought of the customers who contact me announcing that they paid x Lindens. As if I can only be convinced to provide support to those who pay over a set amount. 3 Link to comment Share on other sites More sharing options...
greek Wingtips Posted January 31, 2019 Author Share Posted January 31, 2019 (edited) Why Pamela, I dont get your point, are you saying that if as paid members and are waiting for support that one feels is too long, one should just grin and bear it? Explain yourself? Edited January 31, 2019 by greek Wingtips 1 Link to comment Share on other sites More sharing options...
Ethan Paslong Posted January 31, 2019 Share Posted January 31, 2019 4 minutes ago, greek Wingtips said: No Ethan, I am paid member which means that I pay for a service, and so far a week is really unacceptable, maybe in the USA it's the norm , but in the UK there would be riots for such a wait . so your problem isn't urgent enough to spend any efford yourself... how would you like to convince others that you really need to get in front of the line? Live Chat = Premium support. 5 Link to comment Share on other sites More sharing options...
Phil Deakins Posted January 31, 2019 Share Posted January 31, 2019 I agree with the OP. Apart from (possibly) the very early times, LL, as a company, has had very poor customer support - or even any care at all about their paying customers. The only ones they may actually care about are those huge land barons, who pay them a lot of money each month, and there are only a handful of those, if that. About the rest of their paying customers, LL, as a company, doesn't give a damn. 4 1 Link to comment Share on other sites More sharing options...
Ginger Shostakovich Posted January 31, 2019 Share Posted January 31, 2019 24 minutes ago, greek Wingtips said: No Ethan, I am paid member which means that I pay for a service, and so far a week is really unacceptable, maybe in the USA it's the norm , but in the UK there would be riots for such a wait . Well, I am in the UK too and I haven't seen a riot yet. However, wait times for a week or two in some instances, yes. (Try making a doctor's appointment...) 6 Link to comment Share on other sites More sharing options...
greek Wingtips Posted January 31, 2019 Author Share Posted January 31, 2019 No nathen don't put words in my mouth, you arguing for the sake of arguing stick to my original point 1 Link to comment Share on other sites More sharing options...
greek Wingtips Posted January 31, 2019 Author Share Posted January 31, 2019 (edited) Ginger no need to try and be a Smart A** does not put you in good stead OK Edited January 31, 2019 by greek Wingtips 2 Link to comment Share on other sites More sharing options...
Ethan Paslong Posted January 31, 2019 Share Posted January 31, 2019 16 minutes ago, greek Wingtips said: No nathen don't put words in my mouth, you arguing for the sake of arguing stick to my original point you been confirmed by all others here about the long waiting times, thats about as far all went with you, but every other way to speed up your problem is declined... that's not us, and to use your own words "does not put you in a good stead OK" 3 Link to comment Share on other sites More sharing options...
Linda Reddevil Posted January 31, 2019 Share Posted January 31, 2019 I agree with the OP on this too. I'm basing this on how well customer support was years ago when you'd post a ticket. A few hours was all you had to wait back then and now, yes, it's a few weeks. I contacted them a few months ago because a resident placed a house & furnishings on abandoned land next to my parcel. When LL finally contacted me over a week later they explained that Gov. Linden (lol) forgot to turn on the Auto Return on the land. Needless to say, I offered to buy the land but had to wait yet another week for a reply to that. However, in that instance, I met a Linden in-world to complete the purchase and she was so helpful and awesome. I did mention to her the disappointing turnaround in customer service tickets though and she made it seem like it was a temporary thing. Apparently not. I will say that I forgot about live chat and will try that next time. But still, that's no excuse for such a long time to address a ticket. 2 Link to comment Share on other sites More sharing options...
greek Wingtips Posted January 31, 2019 Author Share Posted January 31, 2019 To Ethan I think some other posters back up what I said Link to comment Share on other sites More sharing options...
Bitsy Buccaneer Posted January 31, 2019 Share Posted January 31, 2019 58 minutes ago, greek Wingtips said: No Ethan, I am paid member which means that I pay for a service, and so far a week is really unacceptable, maybe in the USA it's the norm , but in the UK there would be riots for such a wait . Oooooo. You're trolling with this right? And that last bit is the clue you've dropped for extra troll points. Cause the UK is rather known for its fondness for queuing and as for riots, we can't even manage to get significantly off our duffs to prevent impending economic suicide. The best you could hope for on a week-long wait is a handful of irate letters and comments below the line. 5 5 Link to comment Share on other sites More sharing options...
Ceka Cianci Posted January 31, 2019 Share Posted January 31, 2019 If I have a problem I usually just call them..But it's been awhile and they might not do that anymore.. But it was the fastest way I found.. 4 Link to comment Share on other sites More sharing options...
Janet Voxel Posted January 31, 2019 Share Posted January 31, 2019 Link to comment Share on other sites More sharing options...
Ginger Shostakovich Posted January 31, 2019 Share Posted January 31, 2019 49 minutes ago, greek Wingtips said: Ginger no need to try and be a Smart A** does not put you in good stead OK And I care about this, why? Seems everyone who is not agreeing with you is being a "Smart (sic) A**". Good luck with getting your support ticket answered if you talk to LL like you talk to us. 2 Link to comment Share on other sites More sharing options...
Ethan Paslong Posted January 31, 2019 Share Posted January 31, 2019 5 minutes ago, Ceka Cianci said: If I have a problem I usually just call them..But it's been awhile and they might not do that anymore.. But it was the fastest way I found.. don't even have to call, for premiums there's Live Chat , it's available at quite normal hours for euro's too. 3 Link to comment Share on other sites More sharing options...
Phil Deakins Posted January 31, 2019 Share Posted January 31, 2019 (edited) 2 hours ago, Ginger Shostakovich said: Well, I am in the UK too and I haven't seen a riot yet. However, wait times for a week or two in some instances, yes. (Try making a doctor's appointment...) There's a rather significant difference. LL is a for-profit business - ONLY for profit - and there are plenty of people who they could employ (if they cared enough) to do the work. The NHS is a free service that's provided to the people, and there aren't enough medical staff to fill the need. It's not that there are spare doctors (and nurses) around that can't get jobs. There just aren't enough of them in the country. Edited January 31, 2019 by Phil Deakins Link to comment Share on other sites More sharing options...
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