Hanging Tilia Support Tickets
AlexSm Venus
Please solve the issue with hung tickets to the Tilia support team.
There are more and more messages on forms, in chat rooms and even here that Tilia support doesn't answer tickets for weeks or even months. Some people have frozen money for withdrawal from SL. Some have money for payment of SL services.
You leave sellers without funds. And Users without the ability to pay for your services and play in SL.
Please do not ignore this problem. Solve it.
My Personal Situation:
It's been 34 days with no resolution to my support ticket with Tilia, and 14 days since their first and only response-after which they've gone completely silent. I understand that Tilia (Thunes) is no longer owned by Linden Lab, but... Where's the promised support? (https://community.secondlife.com/news/featured-news/a-new-chapter-tilia-joins-global-payments-leader-thunes-r11195/ “Questions? We're here.")
Log In
AlexSm Venus
My issue is finally solved.
But it took 34 days — even though the actual fix took just one day. How is that possible?
During those 34 days, I did everything I could: I kept writing in the ticket, begging for a reply, looking for contacts, calling, sending IMs to staff, trying to get someone’s attention. It was exhausting and really stressful.
Why does it take so long? Why do tickets that are being worked on suddenly get archived, and then you have to wait weeks again just to get a response? It’s really frustrating and makes you feel helpless.
But I want to say this too: the people working in SL and Talia support are genuinely kind and helpful. You can feel they truly want to help. So I believe the real problem is not with the people, but with the system itself. The scripts, the way tickets are handled — it all needs to change.
I really hope SL and Talia will improve this. That one day, ticket replies will take no more than 24 hours — like it should be in any good support system.
Thank you so much to everyone who supported me. It wasn’t easy for me, and I really appreciate it.
Anastacia Bloodrose
AlexSm Venus 34 days. That was fast!
AlexSm Venus
Anastacia Bloodrose No. It was awful and took forever. That's not how customer service should work. One to two business days is normal. Five business days at most. Not to mention that if a question is being processed, it shouldn't be left unanswered for a week. Questions that are being processed should be commented on by support within 24 hours.
Charlotte Bartlett
We requested LL include a new category in tickets for Tax and Finance related issues that are time sensitive, and to support expediting those tickets. It would be good to know where they are with expediting and when the backlog will be cleared
AlexSm Venus
Charlotte BartlettIn practice, LL redirects most payment processing issues to Tilia. And asks to communicate directly with Tilia support staff. And it is important to realize that this problem should be solved not only by LL, but also by Tilia. I really hope they change this system. Because a lot of issues do get resolved within 1-2 days. And it is totally wrong that the waiting time has grown to weeks and months.
I would also like to know what is the process of changing the work of the support service.
AlexSm Venus
Friends, tell us here how long your tickets have been pending with SL and/or Talia support. Let's look at those numbers together!