Non support is "Support" section

[RuxandraNoX]

      I didn't find any other place to "cry out" my frustration regarding the non existent support in so called "Support" section.

      I have a technical problem regarding my inventory and appearance from 5 days and on Oct., 19th, current year, I submitted a ticket. I didn't expect to get an answer too quickly, being weekend but now it takes way to long time to receive an answer or a solution. I barely received yesterday an email, with apologies and some vague promises that some "specialist" will take care of it "as quickly as possible", and when I saw this formulation I understood that it will take maybe another week to eventually solve my issue.

     I don't know what criteria they are using when they are taking care of those tickets, or if there is any. I asked in world , in a huge group, what is the time expectancy to get an answer to a submitted ticket and I found that it is between few hours and a couple of days and I felt more frustrated and annoyed. I am not a daily player and that wouldn't me bother too much, but being treated like this drives me crazy and makes me to take it personally.

     Such, to the Great Stuff of Linden Lab, try to do better in your relation with your players because from the players you earn money if I'm not wrong. I payed for premium account a while, and switched to basic, still, I bought and I buy your in game currency with REAL money and I guess that I have the right to get a decent timely response to ANY issue

     Thanks and good luck!

[Alyona Su]

34 minutes ago, RuxandraNoX said:

received yesterday an email, with apologies and some vague promises that some "specialist" will take care of it "as quickly as possible"

So you received a message that your case was elevated to a developer only yesterday and you're complaining about it only one day later? This is what I'm understanding as I read your comment. Please correct me if I'm wrong.

When your ticket is promoted it means they are taking it very seriously and it *will* get resolved, one way or another. Have a little patience with a sprinkle of faith on top.

[RuxandraNoX]

I guess you missed the date when I submitted the ticket. And according to you, after about how much time should I complain?

[Beth Macbain]

4 minutes ago, RuxandraNoX said:

I guess you missed the date when I submitted the ticket. And according to you, after about how much time should I complain?

The 19th was Saturday. You got an answer in two business days, and the response was that your issue has been handed over to a specialist. 

Guess what? I opened a ticket about something on the 17th and got a response last night. I'm delighted with the help I received.

[Whirly Fizzle]

I left you a reply on your JIRA issue too
BUG-227790 - On Oct. , 19th, current year, I was "playing" with my outfits, trying new skins, etc on Gwangeo region . At a time I couldn't add or remove anything, avatar and HUD as well. I told myself that would be an update or something and I logged off.

Your inventory is corrupted.  Support can easily fix it so don't worry. 
Just to note though, since you are complaining it's taking too long to get fixed, if you were a premium account, you would be able to use Live Chat & get this fixed immediately.

[RuxandraNoX]

Hello

Yes, i received and thanks very much for this, and I will send them the link as well.

Regarding the time response, seems like we have different ways of perceiving of time to end this. I don't have any computer knowledge or how the servers works, yet for me, twelve hours to fix something is pretty decent. 24 hours is already too much. After a day I start to put questions.

And too give a good example of that this is possible; its mine as well. Not long ago I deleted the account. After a time I reactivated it. In the same process of submitted a ticket and I got it reactivated in 12 (twelve) hours and I was impressed by the fast response, and that was on a Sunday, Oct. the 6th, 2019

[Maitimo]

I recently submitted a support ticket and the Linden who dealt with it told me  that they aim to respond within 2 working days. That's a full 48 hours that fall on work days, Monday to Friday, not including holidays.

Now that doesn't necessarily mean that everything can be fixed in 2 working days. Sometimes the faults are deeper and need longer to resolve. But they should at least make contact with you in 2 business days, at least to tell you that your ticket is being worked on.

I was lucky, mine was a simple request for a mainland region restart, and it was done within 3 hours of submitting my ticket, but a corrupted inventory may need much more in depth investigation to resolve.

[Mollymews]

Ruxandra, yes can be a bit frustrating to have to wait sometimes. The good thing is that your problem has been escalated to a specialist who will fix the problem for you

in these situations we can only wait until they do.  Grumbling doesn't make anything happen faster, but it can be helpful to our state of mind. More helpful say than chucking stuff at the wall which I sometimes do

[bigmoe Whitfield]

13 hours ago, RuxandraNoX said:

I payed for premium account a while, and switched to basic, still, I bought and I buy your in game currency with REAL money and I guess that I have the right to get a decent timely response to ANY issue

     Thanks and good luck!

really? ...

[Kyrah Abattoir]

17 hours ago, RuxandraNoX said:

Regarding the time response, seems like we have different ways of perceiving of time to end this. I don't have any computer knowledge or how the servers works, yet for me, twelve hours to fix something is pretty decent. 24 hours is already too much. After a day I start to put questions.

And too give a good example of that this is possible; its mine as well. Not long ago I deleted the account. After a time I reactivated it. In the same process of submitted a ticket and I got it reactivated in 12 (twelve) hours and I was impressed by the fast response, and that was on a Sunday, Oct. the 6th, 2019

Yes, sometimes support can be fast when they don't have higher priority cases to handle. Just because it's fast once or twice doesn't mean it should be expected systematically. The company I work with for servers answers tickets within 24 hours. A friend of mine works for large businesses and their response time is within the hour.

Guess which one is vastly more expensive than the other?

18 hours ago, RuxandraNoX said:

I bought and I buy your in game currency with REAL money

You typically buy L$ from other residents, but rarely from Linden Lab themselves, and while they do take a transaction fee it's not in real money so it doesn't exactly pay the bills.

That's why premiums & concierge-tier users have access to live chat support.

[ClariceRose]

That's pretty fast. In my experiences in life, things usually always seem to go wrong, it's pretty much expected lol, and getting a solution usually takes a week or more. This is about my life in general, not SL issues. I've become accustomed to waiting.

Practice patience. Usually rush jobs are not good. Let them investigate and figure out a solution. Also, remember that they're working on issues that were submitted before yours. They're busy, they're not purposefully making your sl life hard.