hav3 j00 533n ht3 n3w bl0gz at 5l?

the new blog layout is a wonderfully simple and clean UI.  it gets the rare, yet official DOUBLE HAX APPROVED badge!  rare cuz we often blog independently.  but the new look is fabulous and really great user-centered design.

Ye Olde Hax & Hax Crest of Approval

Ye Olde Hax & Hax Crest of Approval

so what did we do as a first post over there?  well . . .  a comment about the only downfall we both see about SL.  they frankly have weird customer service if it’s not a support ticket or live chat or the phone.  those three channels are absolutely wonderful and always get rapid 100% right on responses.

those channels, it seems, should be for urgent issues.  the only phone calls were in response to money issues: one a double billing, the other an island that did not rez.  both calls were taken care of in a matter of under 4 minutes.  bravo and brava on that!

live chat has been for serious, non-money matters and have been less than 10 over the last two years  (well there was one when the sim pricing dropped from $1675 to $1000 and Linden Lab was just getting slammed with negativity, so that live chat was purely a “we think you are awesome, love you, and thanks” type thing.  even that resulted in a couple of Lindens giving me bears isl.  i have those bears in a folder called “most special”.  that is incredible customer care

finally, tickets – those are always looked at in a reasonable time and always fully resolved.  thank you Linden Lab and all the support Lindens for INCREDIBLE service

so maybe that is why it is so frustrating to get what seems like “oh it’s not worth the bother to answer your email” treatment.  and those email requests are for information to help further the good name of SL!  thinking about that in contrast to the fabulous other channels i guess makes it seem really out of whack

so the question is: is there a less “urgent” channel for support than tickets? or maybe a ticket is appropriate?  some is just poor follow-up, like the form you fill out to get business information that promises a two business day turn around.  that’s just asking for a disappointing customer experience if that blatant statement is not acted upon

anyway, let’s see if the buck stops with M (especially if Philip is next to him)

EDIT: dang, 15 minutes after posting on M’s blog, guess what?  yep, he stepped up and proved that Linden Lab is not some faceless corporation.  it’s real people (i always knew that) that are incredibly passionate.  thank you M.  wait till subQuark gets logged in to blog, the enthusiasm towards SL is already through the roof (think mini Torley) . . .

btw – hey Philip!  thanks for fixing the slurl.com updating issue, that is excellent!  and thanks for creating that virtual world thing!  it really has the opportunity to become as ubiquitous as the Flash player.  just takes incredible passion, belief, drive, perseverance, resourcefulness, and devotion *hint*

thanks Linden Lab!  =D

note in case anyone ever wondered: no caps is a nod to the original bauhaus movement that felt that capital letters were not needed for the sake of simplicity.  that was later modified to having the first word of a sentence made bold – which contradicted the first reason because it lead to needing two font faces anyway (either a cap set or bold set).

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1 Response to “hav3 j00 533n ht3 n3w bl0gz at 5l?”



  1. 1 Customer Service « subQuark Trackback on February 26, 2009 at 1:27 pm
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