Saturday, September 27, 2008

A rarity at Linden Lab

Well, everyone I'm sure is pretty darn clear on how I feel about Linden Lab in general, but every once in a while, there seems to be the exception to the rule.

Today I found this rarity and wanted to share it with everyone. The only trouble is the identity of this person is not known, so let's just call him/her Customer Support Super-Hero (CSSH for short).

Anyway, the problem I have been experiencing was a strange one indeed. The issue began just after our Linden Lab GridMonkey's put a new version of the Simulator on Kissling, without notifying anyone. We noticed this because whenever you would fly into Kissing, it would say "There is a different version of the Simulator here" or something like that. It was then I noticed that my main Store in Kissling was no longer showing up in the search, and the option to make that happen wasn't checked. When I asked the Land Owners, on two seperate occasions, to turn on the option for me, they did, but it never had an effect. It was at this time, I got online with the Live Chat team and after explaining my problem at length, and getting frustrated in the process, the Live Chat operator came to the area, and said, "The option isn't checked". Well, he/she finally checked the option and then restarted the SIM. Of course, it took two tries to restart the SIM, but it finally occured. Anyway, a long story is involved which I won't go into, but the next morning I noticed someone closed the Ticket I had filed, saying the problem was no more and my main Store in Kissling was now showing in the Search. Of course, I went into Second Life to check, and for sure, it was there.

You all know me and my distrust for Linden Lab, so I went back into the Ticket and opened and asked for an explanation for what the problem was. Today I got this reply from the CSSH at Linden Lab:


At no point did I ever say you were wrong and I was right. What I did do was visit your location to see if I could reproduce the issue. Since I was not able to do this, I provided you with the exact steps I see took that resulted in a successful search. Nothing was done to fix this, when I visited your location it was already working. Why it was not working for you, I do not know. It may have been a simple oversight of an option or a temporary issue with Second Life. There is no way for me to find out. I understand this may not be an idea answer and for this I apologize."

As you can see, this employee knows how to speak to the CUSTOMER, which certainly is a rarity at Linden Lab, IF they ever speak at all. While CSSH does say he has no idea why things just started working, he does it in a way that is non-confrontational and apologetic. Which is how ALL support should be. See my last post for how things usually are at Linden Lab. But for now, this CSSH should be congratulated for a job well done.

Congratulations CSSH, you did your job, and you did it professionaly.

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