Comments on: Update Wipes Shivar: Concierge Won’t Return Calls

By: Mcgill

Mcgill — Mon, 25 Jun 2007 07:25:37 +0000

Having seen the pictures, I can’t even tell you to stay calm. All your anger is legal.

By: sparrowhawk perhaps

sparrowhawk perhaps — Fri, 01 Dec 2006 11:23:33 +0000

what has frustrated me most about customer service at LL when i have been unfortunate enough to need it, is the patronizing attitude of some of the people. i am thinking especially of one gentleman with a thick almost unintelligible accent who has told me “well. i am sorry you do not like this, and you can talk to as many people as you want and they will tell you what i am telling you.” then he makes me tell him the message three times because he cannot spell my name and other words; oh yes. and do you know that the lindens have NO ability to take a credit card over the phone? do you believe that? i was rather stunned.

By: Urizenus

Urizenus — Thu, 30 Nov 2006 21:16:52 +0000

I stole that one from Leo Kottke, who once described his own voice as being like “geese farting on a foggy day.”

By: Tomas Hausdorff

Tomas Hausdorff — Thu, 30 Nov 2006 19:40:15 +0000

“flock of wild geese farting”….that has to be one of the most bizzare mental images I’ve ever had conjured up by words in a blog And I still can’t quite imagine what that voice would sound like…

I wish I had more useful things to say about the SL Concierge and phone support- I can’t say I’ve ever used either. The former because I don’t rate Concierge support…the latter because I’ve never had a problem that couldn’t be rectified by logging off and waiting until the next day. My little business generates about $5 a month in revenue for a net loss of probably $150 a month (discounting the fun I get from SL), so missing a day isn’t killing me. If I was trying to make a living in SL, I’d be a nutcase by now.

The three or four times I’ve had to use the Live Support chat thingy in SL, I’ve gotten quick responses- it strikes me as odd that Concierge support isn’t faster. For $200 a month, there should be one support person for every 200 or so Concierge-class land owners. And they should double-staff on patch days. It sounds like, instead, they have one support person, period. I’m pulling these numbers out of my…imagination. But something isn’t quite right if you can’t get pretty darn fast help.

But in general, it sounds to me like LL has some serious problems dealing with “flash crowd” situations that occur after big press releases/updates/grid attacks. That’s a common challenge for Internet businesses at the best of times, and I don’t think LL is currently working with adequate staffing even for day to day ops.

By: urizenus

urizenus — Thu, 30 Nov 2006 18:03:21 +0000

I never thought I would say this, but I am nostalgic for the days when I could call the concierge number, and, on the very first ring, immediately hear the flock-of-wild-geese-farting voice of Lee Linden saying “consierge”.

By: Torin Golding

Torin Golding — Thu, 30 Nov 2006 17:15:16 +0000

Concierge service in LL does not exist. Try calling either of the two phone numbers listed in the old version of the land owners guide or the new one, and both are disconnected (only one, the old one, has a message suggesting you call the main help line). Please help me in bugging LL that with all the new promised customer service improvements, 24 hour human staffed concierge service is a bare minimum of needed support.

By: Prokofy Neva

Prokofy Neva — Thu, 30 Nov 2006 17:11:02 +0000

Uri, stick with the guy with the WSJ, he will help more, trust me.

By: urizenus

urizenus — Thu, 30 Nov 2006 15:27:35 +0000

Thanks Thomas, that is useful info.

By: Tomas Hausdorff

Tomas Hausdorff — Thu, 30 Nov 2006 15:01:01 +0000

Regarding rollbacks:
- Go to My account on the Second Life web page (https://secondlife.com/account/)
- look at the right side of the screen: near the bottom, under the category “Land”, is a link labelled “Request Rollback”
- If you click that link, you get a form you fill in that you can submit to request a rollback on a region

Since I don’t own an Island, I’ve never tried it and so can not confirm or deny whether it works. However, with something like what happened to Urizenus’ place, a direct support call might be better than a rollback in any case.

By: Prokofy Neva

Prokofy Neva — Thu, 30 Nov 2006 14:38:40 +0000

Wow that seriously sucks. Of course, I get this all the time, on the mainland, in spades. They refuse to fix, categorically,oh, except sometimes for special friends.

However, Jack Linden just sent around a thing, I wish I’d saved it about a web page, see, where you can go and order a rollback. But of course I can’t find it to save my life now. Well, I think what you had to do, was take the bus to Elizabeth, NJ at 4:23 pm. Then double back over to Trenton and get on the Amtrack to Philadelphia. Wait on the platform. A man will approach you will a rolled-up newspaper. Flick your cigarette down on the tracks. If he opens it up to read and it’s the Daily Worker, there will never, ever be a rollback and you can go piss up a rope. If it is the Wall Street Journal, there will be a rollback, but it will cost you. Don’t stand too near the tracks.