Tag: Concierge Support

So I decided to sell a sim and a homestead as part of my tiering down exercise. This went better than expected, for a start I hadn’t been paying attention and didn’t realise Homesteads sold on the second hand market considering Linden Lab’s USD$100 transfer fee put a big dent in the resale value, I didn’t think that would sell, but I noticed some past group notices and tried my luck and yes there is a market for second hand Homesteads.

However, Linden Lab are extremely efficient when it comes to sim transfers these days it seems, well efficient to the extent that they ruined all my plans by being so damn efficient! Things started well, three minutes after I went to the pub someone asked me if I was selling a sim, unfortunately this meant I was in the pub and didn’t see the message and by the time I got back to them, they’d bought a sim. However a new opportunity was spotted and someone came to look at my sim:

Mystery Avatar: How much? Quick! It’s for the wife.

Me : Twenty shekels.

Mystery Avatar Wife:  Wait, transfer time, minus delay, minus Linden Lab having lunch, we’ll give you fifteen shekels.

Me: Done!

Mystery Avatar: What? What are you doing, We’re supposed to haggle.

Me: No no, it’s ok I’ve got to…

Mystery Avatar: What do you mean, ‘no’?

Me: I haven’t time — I’ve got to sell a Homestead.

Mystery Avatar Calls Wife.

Mystery Avatar Wife: What is it?

Mystery Avatar: This bloke won’t haggle!

Me: Ok ok, seventeen Shekels.

Mystery Avatar Wife: Are you telling me it’s not worth twenty shekels? You asked for twenty shekels!

Me: But you said no!

Mystery Avatar: Of course we said no, we’re haggling, you’re supposed to haggle! Tut tut. Now try again, we’ll give you fifteen.

Me: …….Fifteen? Did I hear you right? Fifteen?? This cost me an arm and a leg — do you want to ruin me?

Mystery Avatar Wife: That’s better!

Me: Nineteen and I’m giving it away.

Mystery Avatar Wife: Eighteen.

Me: Seventeen.

Mystery Avatar Wife: Sold.

Me: …….. Hold on, damn they’ve gone!

So we exchanged ticket numbers and went about our business and the bloody thing transferred in twenty six hours, that’s right, twenty six hours, not five to ten days!

Continue reading “Region Transfers Are Much Too Efficient!”

Second Life is a platform where it’s easy to complain about matters, I could write umpteen posts complaining about Second Life with my eyes closed, admittedly the posts may be incomprehensible because I can’t touch type well, so it might look like ghshsh ghgjh uays but it would still be a complaint.

However there are many situations where Second Life deserves praise and in particular, the support team. I am admittedly biased in favour of support teams because I work in support in my day job. However that also means I can often spot good and bad support situations from a country mile. I can also understand why support works in certain ways and that sometimes people may be helpful and another support person may appear unhelpful, in these situations if you dig deeper you find that the person you feel is unhelpful is following procedures and those procedures are designed for the benefit of all the support team.

For example in my day job we ask our team not to accept support requests directly and to refer a person to the helpdesk. Some of the team stick rigidly to this and others are more flexible, being more flexible gets good feedback from the person who received the support, but leads to us getting complaints from someone else who is awaiting attention for their fault, so hopefully you can see that support isn’t always cut and dried and that you can’t please all of the people all of the time, we also get feedback that techies who won’t help on the spot aren’t being helpful, but in terms of the bigger picture, they are being. However common sense is the real rule of thumb, if it’s a quick fix it’s better to do it there and then.

Over the last twenty four hours I have received fantastic support from the support team, I am a concierge level customer, so my support is at a higher level than a premium member but I’m not sure how big a difference that makes. I’m not going to go into the details of the support case, for a start it was not directly my issue, although it related to my sim. I submitted a ticket yesterday on behalf of another resident, something had happened on the sim and she wanted me to submit a ticket. However the situation was that my support request was initially turned down, for very valid reasons. I accepted these reasons and vowed to deal with my grumpy friend when I told her the news, and then I went to bed.

Continue reading “Reed Linden Is Mister Fantastic”