Recently, a lot of my friends contacted me because they couldn't get Linden Lab to deliver their newly bought islands; or, in some instances, LL did deliver the islands, but they configured them wrongly (like disregarding their relative positions, or names, etc.) and there was no way to get in touch with them.
In the past, this meant getting in touch with the Concierges. Several options were available: emailing them (there were even two different addresses for that), or IMing the Concierges directly (there are about 10 Concierges for 11,000 private islands, or thereabouts), or patiently waiting a few hours at the Linden Estate Services (I did that with several friends), or using the message gateway set there (it shows who is available and on duty), or, well, trying to get hold of them on the phone.
Lately, however, doing any (or all) of the above did not have any results whatsoever. Not after a few days; not even after a few weeks. Furious, my friends complained to me, and 'demanded' a solution — in most of those cases, I was directly or indirectly the reason why they came to SL and started to invest time and money in it. I was helpless. Nobody seemed to give a good reason for not delivering/configuring the islands properly. Why the sudden lack of support? Why were they ignoring all channels of communication?
I first apologised for LL. With the huge demand in islands for CSI:NY, they might have been temporarily swamped with requests. Well, around 300 islands were "dropped" a couple of days after the episode was aired, so this couldn't be the reason. After another round of protests, growing to "I'll go to the media with this!" and "LL can only afford to treat their customers like s**t because they have no competitions" or "my boss threatens to fire me because I told him we'd have an island in a month" and similar frustrated comments, I decided to investigate. Something was simply not right.
A few IMs later on some groups, some tweets, and a long conversation with a friendly Linden, who clearly confirmed that there was not a single request on file from my friends, the mystery was finally solved.
Simply put, there is just one entry point into LL's new support system: the Support Portal and filing a ticket there. Besides that, you can try Live Chat (if you're entitled to it; only Concierge-level customers can use it, and I'm not qualified as such so I've never tried it out). And, if you're lucky, phone support. But all are tied together into the new support request tracking system. This is the only way in; the only way that Linden Lab knows about your requests. Forget emails (they're discarded and never read), don't attempt IMs (they get lost way too easily), don't drop notecards on Concierges (they get way too many stuff dropped on them), don't waste your time clicking on the Linden Estate Services request board (it often fails to send the message) or even waiting for Lindens there (they have way more to do, on at least 20 IM sessions, so they won't be looking at your request).
Instead, use exclusively the Support Portal.
Linden Lab should very likely make this even more clear on all their documentation, namely, on all pages requiring confirmation on an island purchase (both the Land Store and the Special Orders page), and probably on all emails sent to customers. Or on Lindens' profiles. Sure their home page for SL says "Extended support: Visit our support page" but it's not clear. A big image saying: "Need Technical Support? Click here!" is way more helpful, since people might think they don't want "extended" support, just regular support, using the old email addresses...
Yes, the new Support Portal is daunting. You need a double PhD in Computer Science to click all the options and figure out what you need to activate in order to send a ticket. But at least it means that the ticket gets to the right person and you'll get an answer — usually quickly — from them. (And the Support Portal is way easier to use than the JIRA Bug Tracking system, which you need to be a Physics Nobel Prize candidate to learn to operate)
Thanks to Eloise Pasteur to point it out on a Second Life Insider article too. We need the message to be widespread. Quick support is to be had from LL, if we only go to the right place for it.