The Missing Lindens
The Second Life Herald asks in The Missing Lindens where the Lindens are. Where is our promised customer support? Indeed it’s highly ironic that after serveral town halls and complains about the missing customer support on different channels, the only reaction by LL is to close those channels – and despite other promises and a lot of talk from Phillip, there is no adequate customer support. Actually there isn’t even inadequate customer support most of the time – fact is, you often don’t get any support at all …
Sure, if you are lucky or persistent, you might get a frontline Linden on the Request Help channel – who doesn’t know what’s going on and can’t help much anyway. It’s not that they are not willing – if I got one of them on the line about some problem, they were helpful and trying (and actually did succeed in some of the problem solving, so it’s not as if it wouldn’t be useful to get them on the line!). It’s more like that are either drowning or hiding out – and from what I see, it’s mostly the new frontliners that are drowning, because the older frontliners are hiding out. Which is rather unfair to the new lindens and doesn’t really help the ever enlarging customership.
There was talk about multi-tier support, where paying customers would get preferences. You know, you would expect that to mean that sim owners or bigger land owners would from time to time get replies on the concierge channel from the concierge lindens – no go. And those are some of the lindens that are starting to hide – look for their online state, try to get hold of one.
Sure, currently the hypemachine pulls in more and more users, so there is not much to worry about – those who quit or move on will be replaced by loads of noobs. But they get the worst possible impression – that SL is a broken game with bad lag, tons of bugs and no support at all. I don’t think that a platform with such a bad first impression is the best way to represent your company.
I am especially annoyed because I know that they could do better – but some of the recent decisions were just dumb. You don’t cut down communication channels at a time where your system is crashing under overload and even simple single-feature-takeaway releases are botched on delivery. That’s just plain dumb.