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Harleen Gretzky added a comment - 08/Mar/08 03:22 AM
Definitely, since they cannot do currently do this, they end up coming here and creating JIRA issues instead. Which are then usually resolved as Contact Support, ending up in a never-ending circle.
I am a Basic user, and I disagree. I think it is very reasonable for LL to limit support to those who pay them directly.
I'll accept if Linden does nothing to ever help me recover MY lost items (though I still think that's stupid...if no Basic user were putting money into L$ then Linden itself would be financially hurt), shouldn't they at least want to collect as much data as possible about loss to help them fix the problem for ALL users, Premium & Basic? And so they should accept info from ALL users, even if they [stupidly] only actively act to protect the RL $ of Premium users.
Clarifying description...this issue is more about ALLOWING Basic users to help Linden and not so much about asking Linden to help Basics (even though I do think Linden should help Basics when they lose items).
While I completely understand LL's tiered support system, inventory loss affects all SL residents. While basic members may not be directly paying LL for their services, they do contribute significant value to the SL economy. The money they spend to purchase L$ is just as real as the money I spend.
Yes, it can be argued that some basic users get their L$ from camping but, overall, I would say the majority buy their L$ or earn them through working for tips or content creation. But that isn't the point here. The point here is that, when someone suffers inventory or content loss, regardless of their account status, it is an indication of a software/hardware failure that has the potential to impact all residents in some way. If all residents are allowed to file a support ticket to report such a failure, it would allow LL to see a pattern more quickly and, hopefully find a solution that much sooner. TOTALLY agree!! I contribute quite a bit of US$, converted into L$, to participate in SL. I rent land, have a small business that contributes to the economy, give back to the community by teaching, spend quite a bit of L$ in purchases, tips, etc. that also contributes to the economy.
I know every Basic Account holder does not do that, but otoh, neither do some Premium Members who may pay their monthly fee to be Premium, but do not participate as actively. Having recently lost some expensive inventory items, put in a ticket I "thought" was available to Basic Users and received a - You are a Basic Account so may not use this feature - response, I wholeheartedly support this issue! I am working with Linden Lab and SLX to create an inventory loss tracking system. For now, this system will be concerned with failures only related to vendor operations. More info as it evolves.
What Harleen said. We can resolve the issues back to them to contact support, but support can't help them, and they're not appropriate for the JIRA, so what to do?
Until the inventory tracking system Gigs et al. is working on is up and running, here's how I see the support page implementing inventory loss tickets for basic users: Add an option under TECHNICAL ISSUES labeled "Inventory Loss" and allow basic accounts to report inventory loss to LL the way premium accounts can. To keep unnecessary requests from being filed, there should be a few caveats:
If both of these are checked, the user should then be presented with the standard form for filing their inventory loss (whatever that is. I wouldn't know, since I'm a basic user myself). This is a good start. There needs to be a way for Basic accounts to actually get help on these matters though. Over the last few weeks there have been a rash of people losing HUDs and other attachments when they detach. They detach and disappear. (VWR-6110).
Apparently there is a simple fix, a utility that a customer service person can run which retrieves the missing attachment. The problem is that normally a basic member can't get to that point in support. It is a very frustrating situation to say the least. I'm going to have to back away from this. The scope of the planned 3rd party site grew until we were talking about what amounts to a whole other issue tracker like this Jira. I suggested at that point we just expand this Jira with another category of some sort, and that's where everything ended.
 I'm heading into some other commitments now, so I'll have to recuse myself from this. As a basic user, I have been able to submit tickets for inventory loss and get resolution in recent months, usually in a matter of hours. So I'd call this one dead, thank god.
For most people, the first thing you will do is clear cache and relog into Pooley. This is a mainland sim (just go into preferences, up at the top there's something you can check that allows you to pick your startup location, then when you log in, type "pooley" in the <last location> or <home> slot below your avatar name. You'll go into Pooley and let your inventory load completely. I type a letter up in the search bar, or the name of the object I'm missing, and then wait the 10 minutes or so it sometimes takes my 35k inventory to fully reload, and usually that is sufficient to return my lost chim to me. (My chim likes to wander. A lot.) THEN if that doesn't work, go to support and pick "basic account special questions", and then choose in there, "inventory loss". They will then "run the utility" or whatever, and tell you to go log into Pooley. So far this has worked for just about everything I've lost, everything I care about enough to remember to look for, anyway. I've recovered my lost chim half a dozen times. |
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New Feature
Resolved
Major
To gather Inventory loss troubleshooting data, let Basic users submit tickets for loss.
