Kitty The Linden Lab Mind Reader…NOT

January 14, 2010 by Lisa Millar ♥ 1 Comment

Latest update on the lost inventory saga. I mean, this is almost comical..my original ticket was CLOSED if you recall, and the instructions told me to OPEN ANOTHER TICKET if I still had issues?

So I did, opened three days ago.

Got an update this morning…….

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Hello Kitty

Please re-open your ticket 4051-7209950 as this has already been assigned to CSR. Opening a new ticket for the same issue just slows the process down in getting responses out to you and to other residents.

If the ticket is marked closed you still have the option to re-open it and let the CSR know that you are sill missing your items what more can they try.

Regards

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So, I’m going to RE-OPEN my ORIGINAL closed ticket..if they had told me to do this originally I wonder how Far I’d be along?

Piss up and brewery springs to mind…….

Two other things, 1) Why couldn’t they just re-open the original ticket for me and assign accordingly, and 2) How do you re-open a closed ticket anyway??

<Sigh> I’ll keep you all posted….

The Inventory Saga Continues……

January 11, 2010 by Lisa Millar ♥ 2 Comments

I suppose I should be flattered, because someone at Linden Labs must read my bijou blogette because I’ve JUST received a response after days of waiting.

But I’m not flattered, instead I’m FUMING.

First up, let me just say that I’ve had years of experience in customer support, and I would expect in a circumstance such as this one that initially the rep follows the established in-house steps for dealing with this kind of problem. Then if it gets hairy you delegate to second line and so on and so forth; basically what I’m trying to say is I understand the reasoning behind the response, and I don’t hold the analyst responsible for the fact that it’s piss poor.

But it is maddening. For starters, my ticket has been CLOSED!

The response I’ve received doesn’t progress me any further either; instead it offers me solutions which I have already tried, which I’ve already told them in one of my previous contacts!

Here’s the mail in all its glory…it is, I believe, a ‘standard’ reply ( The clue is the first line. It looks to me that in the original it’s blank after ‘Hello’ and they just insert the relevent avatar name)

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Hello, Kitty:

I’m sorry to learn of your inventory loss! The good news is that your item(s) are probably not lost–they just may not be appearing as you would expect in your Inventory folders. I apologize for the delay in responding to your ticket as we’re slightly backed up due to the increase volume of tickets over the holiday period.

I suspect that the problem may be solved by simply clearing your cache from inside Second Life and outside Second Life. Please take try the steps for clearing your cache from our Complete Inventory Recovery article from the Knowledge Base to see if you can find your your items. (Our Missing Inventory article might help as well.)

Once you have cleared your cache, log directly into a quiet region like Cyclops, and give your inventory 10 minutes or so to fully load. At that time, try searching for your missing objects again.

If you have further questions regarding this topic after following these steps and reading the articles for other troubleshooting techniques, please feel free to reopen this ticket. For all other questions, please submit a new support ticket.

****

Is it too much to expect that the sheer volume involved in my loss would trigger alarm bells? Plus the fact that I’ve sent countless follow-up messages stating what I’ve tried and how nothing seems to work?

It’s astonishing that they’ve elected to send a standard mail out ( they should have used a spell-checker on it as well) My guess is that because of the volume of tickets they’ve received over the holiday period they’re filtering accordingly and sending out standard replies to deal with the backlog. Boy do I feel special at the moment:(

So yes, I’m raising a new ticket..let’s see what happens next shall we? I’ll keep you posted…

The Inventory Issue..

January 10, 2010January 10, 2010 by Lisa Millar ♥ 3 Comments

So, here’s an update on the saga of my lost inventory…

……………………………………………………………………………

That’s right- NOTHING.

I’ve heard NOTHING from Linden Lab, despite raising my support ticket on 4/1/2010 2:55 PM PDT ( For clarity that’s January 4th 2010)

A recap…My inventory was around the 40k mark. It’s just under 14k now. The figures speak for themselves.

People across the grid have tried to help me with various solutions to the problem, and it would seem that there are loads of potential solutions and for some people they work, but alas, not for me. I’ve cleared cache in more ways than I care to mention, and I’ve gone so far as to uninstall and reinstall SL from my PC. But no change..

NOTHING has restored my inventory to its original glory. All those items that have been lovingly collected since I joined up on 30th December 2006..the majority have vanished into the ether.

I’ve updated my support ticket 3 times asking LL for help. It’s still in NEW status, can you believe it? For the record, I’m a premium customer and I have NEVER asked for help before so I expect better. In fact, it shouldn’t matter if I’m premium or not, as a citizen of Second Life I should be treated with respect by Linden Labs. If it wasn’t for the citizens, they wouldn’t have such healthy profits lining their pockets. I honestly feel betrayed. I feel like I’ve been smacked around the face with a wet kipper by M Linden. In all my time as a resident of Second Life I have done nothing but extol its virtues to all who would listen, and as regular readers will know that has meant appearances on local AND national radio extolling the virtues of this wonderful virtual world in which I choose to live.

I feel betrayed and very, very let down.

I could go on, but ranting and raving won’t help, and it is slowly dawning on me that I’ve lost a good deal of my favourite items,some personal items in Second Life forever. I know we’re talking pixels on a screen, but some of these prims and pixels meant the world to me…all my Last Call items, all my Truth hair..all my Gala Phoenix skins (some of which I’d only recently bought) and they’re just a mere fraction of the major names from my collection. I’ve lost Magika hair, Redgrave and LAQ skins, Aoharu, Armidi…all the stuff I’ve ever blogged and then some..I’ve lost reams of poses and to be honest I’m not going to carry on explaining what I’ve lost because it’s just so bloody annoying. But there’s a sad part; little bits and pieces that Deedee got for me, they’ve all gone now too.

On this blog I occasionally review and publicise items for but what you probably don’t realise is that I buy the majority of items myself. I’m always appreciative of review copies, but it’s not very often that I get items dropped upon me from on high. But hey-that’s OK, I don’t expect handouts and I am more than happy to pay for quality products, in fact I enjoy supporting the designers very much. But this loss is just too costly for me to replace. I’m looking in my inventory every day and realising what else is missing and it’s a rather sad process. The irony is that I have these 13k+ items, some of which are of course of incredible value to me, but the majority so far appear to be freebies and hunt items, not the actual ‘heart’ of my inventory.

Apologies if I get emotional here, but Linden Labs, I have just lost three years worth of memories and you don’t even have the common decency to respond to my pleas for help?! Your service stinks, and you have really let me down, just when I needed you to step up to the mark and help me out. It’s changed my perception of you forever, but the harsh fact is that if you can’t even get customer service right, how can we, as residents, expect you to resolve any of our other issues properly? If you haven’t heard my voice, then how can I be assured that you have heard the voices of others?

Simple answer..I can’t.

The one positive that’s come out of this is that many people, complete strangers in fact, have offered consolation and for that I thank them from the bottom of my prim-heart. Second Life after all is about the inhabitants and the community therein..and I feel reassured by the kindness volunteered towards me. It seems that there is a thriving culture of caring avatars in-world, despite any thoughts I may have had otherwise. But the same kindness isn’t forthcoming from the overlords, at least not in my case.

I’m sure if my surname was Linden my problem would be treated with the attention that it fully deserves, but with each day that passes I become resigned to the fact that my losses will never be recovered. I’m not in a position to be able to rush out and re-purchase all the items that meant so much to me, I just can’t do it ( I daren’t even calculate how much has been spent and lost in real-life currency). It would be nice to be compensated for the loss, but come on..let’s be realistic, if LL can’t even respond to a request for assistance then they aren’t going to be rushing to reimburse me either. Mental I may be, but I’m not completely stupid…

So, if anyone from Linden Labs cares, my ticket reference is 4051-7209950..thanks for your support, it’s certainly given me food for thought.