Okay this is a two part rant here, with both parts being about Linden Lab’s support.
There are occasions when a user needs to get help from LL’s support to fix an issue. They will ask you to login on a LL viewer if you are using a third party viewer. While this may not be something you want to do I can totally understand why they require this. I would no more be able to help a user on a LL viewer than they can a user on a TPV. So my advice is simple,, just install and login on their viewer. Get the problem fixed and then log back in on the viewer of your choice.
There are several types of support issues that only Linden Lab can resolve. Unfortunately support for non premium members is quite limited. I can understand why LL would limit support for non premium members as it costs them money, and they are in this to make money. Where I have a problem is when the problem itself is actually totally on their end. Cases where it has nothing to do with anything the user has done. Ghosted avatars and certain inventory issues for example. I have filed a JIRA requesting Linden Lab reconsider this policy and would like to encourage you all to read it, watch it and possibly even comment on it, regardless if you agree with me or not.
We get complaints about support a fair amount. Some of them may be justifiable, others are not. So let me explain what you do get as far as support for the Phoenix Team’s viewers.
The Phoenix Support Team is made up of volunteers who help people out because they like helping people. They are all reasonably knowledgeable about not only the viewer but about Second Life in general. That said, they do not have all the answers. So if they
do not have an answer that may be why.
They are sometimes percieved as being rude as well, and in some cases that is true. While the following is no excuse, it may help users understand why that happens on occasion.
The team members deal with answering the same questions repeatedly, answers that are on the Wiki. They deal with chat lag as well which as we all know is frustrating.
They also deal with frustrated users whose patience is worn thin because they cannot get their problems solved. Try listening to people complain about things for several hours a day and see how that makes you feel. Then add in the fact that a full 50% of
the issues we deal with are either the fault of the users PC or settings, to say nothing of grid or server side issues.
In short, the team is not perfect. The support is free, just like the viewer. In my opinion you are getting as good support as you get for most things you actually pay for.