Jump to content

Niall Braveheart

Resident
  • Posts

    160
  • Joined

  • Last visited

Blog Comments posted by Niall Braveheart

  1. it's not about whether things are free or not ...

    It's about the support or lack of support.

    The proposal (if you can call it that) is in essence offering different levels of support depending on what you choose to effectively pay for

    • Basic for free accounts
    • Premium for premium menbers
    • Concierge for sim owners

    That's not really any different that the offerings you could get from commercial providers, the more cover you want effectively the more you pay for it.

    The main complaint here is that LL don't provide the support they are currently offering, and people are concerened that the new measures aren't really going to change that.

    It's all very well revamping your offering to "improve customer service", but if they can't get the basics right already why should we have any confidence they can actually improve.

  2. As has already been pointed out many non premium members also pay LL real money for the purchase of L$.

    I don't expect them to bust a gut, just a basic level of service.
    I don't have a problem with only being able to log a limited subset of support requests, or even having them given a lower priority than premium accounts.

    These incidents weren't the first time I was ghosted, previous incidents were dealt with efficiently, but the support service seems to have gone downhill, either due to the restructuring or the update to the ticketing system.

    Maybe the incidents I still have open were dealt with too and didn't just resolve themselves, but I have no way of knowing that and neither does LL, if this isn't an isolated incedent of calls not being updated then how is LL supposed to accuratly measure the perfomance and effectiveness of their support, and if they cant measure the performance then how can they tell if the changes they make are having any impact.

    For a ticket to go unanswered for over two months would normally be unacceptable in any professional support environment

    If I don't qualify for support for that type of issue then close the ticket with a comment to that effect, don't just ignore it.

    All I'm saying is if they want to improve their customer service, then start with the basics and actually deal with the tickets in whatever way is appropiate dont just ignore them.

    Edit to add:

    The blog post is a sign that LL recognises the need to improve/overhaul/evolve it's support services which is a positive step, lets hope that they achieve the improvements they and their customers (us) want.

  3. Well you could start by actually replying to/actioning/updating cases for all account types (Basic in my case).

    I have 2 cases open for ghosting which could be closed as i'm no longer ghosted. (They relete to seperate ghosting incidents, not 2 cases raised for the same occurance)

    One was opened on 2nd August 2010 and is still showing as New !!!!!!!! although it was apparently updated on 23rd of Sept, but opening the case shows no information other than what was originally submitted or any evidence of an update on that date.

    Now I have no idea if the problem was resolved by LL or just went away,  If the support tickets aren't being updated, how can you measure your performance accurately te determine if there has been any improvement.

×
×
  • Create New...