[Making Strides to Improve our Customer Support Services]

...and the beta will take some time. I spent a few mins in two of the the sandboxes when the Project Viewer initially became available for download. Several people were already uploading mesh content. One was a very neat sculpted statue. It would have been hundreds of regular prims. Not sure what the sculpt count would have been. This statue was 71 prims. Another was the beginning of a submarine. Really looking forward to what people will build.

[Making Strides to Improve our Customer Support Services]

There have been OnTyne's who have really tried to help, and in some cases...gone the extra mile. I have also had the same treatment noted by others in this thread - rudeness and lack of interest.

Two items from today that I hope Vogt and his team will take into consideration.

First, and the most important for me, is the event system and support. We schedule two concerts per month on the same day - two different times. Both concerts were listed first in the web event system until yesterday when they disappeared. I attempted to repost each event. It showed I could edit/delete so it looked like the event would post...but it did not appear in the event listing for the day and the number of the events for the category did not change. I opened a live chat. The first OnTyne tried to help. Ending up saying there was nothing they could do because LL only operates Event issues through a ticket.

I would hope LL would consider making a change in how they handle event support. Events can be time critical and dealing with issues through a ticket is not the best approach. I understand the background on how some people have gamed the system, however, events are absolutely crucial for driving traffic. If LL is going to spend the resources to outsource live chat, they should really give them the tools to deal with **all** situations. Putting the issue to a ticket system, especially on things like events, means the issue probably won't be dealt with until after the event and the ticket que grows. This tossing stuff over the wall to the Lindens to resolve or putting in ticket really extends the time to get a resolution.

Second, and today was the second time this has happened, I have encountered two types of names in live chat. One group is clearly labeled with a last name as OnTyne. The second does not have a last name. When I went back to Live Chat today to explain the event system was seeing a duplicate entry which I could not see, the person I initially had in Live Chat was not an OnTyne. I explained the earlier conversation in a couple of sentences and asked about the dupe entry and was immediately disconnected. I am not totally sure this was intentional since the Live Chat system did reconnect me with the original OnTyne I talked with...but I have seen a growing number of disconnects when in a Live Chat session over the last three months. This not only causes a delay but eats up time in having to bring the new person up to speed on the issue.

While I appreciated Vogt's blog update...real and substantive changes is preferred.

 

Edited: this was not in response to Dilbert...but just a reply back to the OP.