Bastet Hazelnut - Fashion and lifestyle blog about Second Life

Linden Lab customer service is a joke

11 February, 2011 - 23:36

One thing Linden Lab most definitely sucks at is customer service. We all know that. Last September I forgot the password for one of my alt accounts. And since the security questions are well... Not a secure way to provide password security, I had written a security question answer which wouldn't be easy for everyone to guess. Unfortunately I had forgot this one too.

Because the password resetting system on Second Life website has been made too complicated (and yet it's not secure), email wasn't sufficient enough and the answer to the security question was needed. After a couple of tries I ran out of luck and the account was locked. No more guessing, no more getting into the account. The only way seemed to be calling to a foreign number (I'm from Finland, so no support for us), which sounded like a too expensive deal. So I opened a support case. I didn't have my hopes up, since I had heard the customer service is quite non-existing. And for a long time it seemed like there would not be any sort of an answer for my little case.

Today the case had finally received an answer. I was being told to check out the official password security wiki page and especially the Password Reset Tips on the bottom of the page: "You can also change your password. You'll need to know your security question answer and have a valid email address on the account." Oh hey, that helps! Umm... But... No.

I've already moved along and created new alt accounts for the reasons I had created this one. I had actually forgot the whole thing. So why am I now so frustrated and angry? For two reasons: 1. Getting the "answer" took half a year. 2. The nice person who I'm not going to name this time obviously didn't read my support case message before copy pasting* the answer. At all. I really feel like filing a support case for the lack of support.

* It was clear this is a general password resetting related case answer. It even has the words "I feel your pain" on it. Feel my pain... Seriously?!