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.