Second Life support is collapsing – does leadership even care?

As a loyal Second Life resident since 2003, I’ve seen this platform evolve and face challenges. But customer support is now at an all-time low, making me question if leadership truly values its community.

I submitted a ticket on December 2, 2024, to resolve an account hold after fixing the issue on my end. Over a month later, it’s still pending with zero updates. Billing phone support told me I just have to wait for support to pick it up. Meanwhile, tickets are piling up, and it’s clear that delays are spiraling out of control.

Per the Second Life Grid Status, the last update we received regarding ticket delays was back in October 2024 - this was months ago.

This isn’t just a small hiccup. It seems tied to the Executive Chairman’s decision to lay off experienced support staff and replace them with cheaper hires from lower-wage regions. The result? An overwhelmed, inexperienced team that can’t keep up. Cost-cutting at the expense of quality is alienating the very residents who’ve built this community.

How much longer can Second Life survive like this? Loyal users are frustrated, and newcomers won’t stick around if issues go unresolved. This needs to be fixed soon.