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I just got a reply from Zendesk saying the problem is deemed as solved (as they always do as soon as they send a reply). But the suggestion was that I clear my cache and cookies and try again. Since my main problem was that they charged my credit card 3 times, clearing my cahce and cookies isn't going to solve that!
Uh, that is not good. I cleared the cache and cookies but it didn't change a thing for the missing order to show up in my account. I was wondering if the hold on my account for the order that DAZ doesn't have a record on and that is not connected to an order number, will just disappear after a couple business days?
DAZ is super, super good at honoring things as long as they are documented- aka, meaning if you submitted a help request during the time the items were on sale, with specific information- or a screenshot of the problem, etc. Britney works very hard to ease people through the site glitches :)
If you have not contacted Sales here,
http://www.daz3d.com/help/help-contact-us
yet about this issue, please do so at this time. I will be happy to look into this matter further for you. Thank you for your patience.
I can gladly report that the charge has been cancelled to my account and the hold should disappear soon, too. The only sad part is, that main rain-on coupon is now invalid and so are the week end sales prices. My original order went from 51.95 to 84.81 :down:
My cart has increased in price too.
And of course, I can't order anything else while those products are in my cart.
So, I'm on a mac and I have had this problem (I used a credit card and was trying to use one of the Rain coupons. The one that expired last night).
Is there anything in common with those of us that are having trouble? I was using Chrome when it happened over the weekend. At Britney's request, I tried it with FireFox and got the same result.
As far as I'm aware, there haven't been any charges to my CC account from DAZ. So, at least there is that. Though, they did suggest I check again throughout the rest of the week, in case they are slow coming through. I would have thought that they would have at least seen the pending charges today, but who knows. I'm hoping I got lucky on that one, though.
Good news and bad news. The good news is we found where the error was originating from (at least one of the problems) that had to do with a legacy piece of code that was deprecated but not removed still getting called by the Magento shopping cart in some situations that was causing the converting your cart to an order to fail. That fix was just pushed out and we have submitted a patch upstream to the module developers that had that old code there, and we are continuing to monitor all our logs to see if that resolved the problem with people placing orders.
The bad news is we are still sorting through the multiple charges to CC and Paypal and Britney along with Ben (our go to "fix the data" guy) are going one by one through them to make sure that everyone gets their product and any extra charges are reversed. For those that were affected by this, our deepest apologies, and you should be hearing back from Customer Service with more information soon.
Don't be sad, get with Britney and request they honor the prices. You documented your troubles. NO WAY would I pay jacked up prices, or let this cause me to miss out on a sale that was due to their technical troubles. They are very easy to work with.
EDIT: Jon just posted that they were working on helping you with that already. Told ya they were easy to work with! :)
Thanks DAZ_Jon for the update :)
So I guess they won't extend the weekend DAZ Originals sale for those of us who couldn't afford to take a chance on such a muck-up of our credit? Oh, well.
Dana
What makes you assume that? If you ask them, they just might. They want your business. :) Wait and see what they do / offer and if they don't provide a solution you like, broach the suggestion of what you want.
I assume it because in the past, when there was an issue like this over the weekend, they would have put the price back by now, and they would have announced it. The Clothing Cleavage Modifier for Genesis was $6 and change on the weekend (I think $6.22, but I'm not sure of the change). I was going to get that and two PC items. It is now Tuesday morning, even in DAZ3D's time zone, and it hasn't returned to that price.
Dana
IF you were caught out by the glitch and had already placed an order (or tried to) then DAZ 3D will sort it out for you. If you didn't place an order then they won't give you a discount now, just because you say you were going to order but didn't.
I did put things into my cart, but hesitated because of all this. when I decided maybe I'll take a chance and hit check out, the price changed and I thought, "forget it!" Tonight I had to search for and put those things back into my wishlist.
OK, that was last night...it's already 5:57 am! :gulp: :red: I'm off to bed for a little while. Don't know how much I'll actually sleep.
Dana
Should we attempt again to place the order (for those of us who still have our products sitting in the cart) and then request a refund of the difference?
In addition to requesting that the three charges for the three unsuccessful attempts be reversed, I also asked that the order in my cart be completed. While the charges were reversed, the order was not completed. Obviously, I cannot purchase anything else while these products sit in my cart.
Clearly, I tried to place the order since I was charged three times :wink
Edit. After clicking Submit Post, I was returned to a blank posting screen and my post was not submitted.
No, do not repurchase. I was just told, that the order had not been cancelled, the charge to my account is not pending anymore (meaning DAZ picked the money up) and I will soon have access to my downloads. They are still trying to sort it out, connecting the payments to the orders. They said there is no need to repurchase and I can empty out my cart.
Well, I have no order number to prove I had things in my cart. (Unless they can see that somehow in server logs) And I removed them from my cart. Then I had to go back and find them again to put them back into my wishlist. So I have no proof that I was about to buy them. I think it's a waste of time to try to make a ticket. I don't think they will consider my strapped bank account and my hesitation to overdraft my account to be problems on their end, so probably will not get the items. I can wait. Good luck to everyone who went ahead and had problems because of it.
:blank:
Dana
From my own experience in the past, I would say that a screenshot of your cart (and probably even a pure list of items with the exact failed order date and a link to your posts here) will be sufficient proof for the HelpDesk to fix it for you.
The shop still being in a horrible state is one thing, the human beings "behind the counter" is a different thing - and whenever I ran into trouble with the first, the second always fixed it for me without hassle and without any painful steps on my side to proof anything. They know that the shop currently has these troubles, you have documented your interest to buy these items, so your case is reasonable and that means that they will fix it for you.
Well, as I said before, I didn't put the order through because the price changed. It isn't a failed order. And I took the things out of the cart.
But I got a newsletter that says DAZ Originals are on sale at 50% off. Not quite the same I think, but I'll look to see how that prices it. Maybe it's back to what it was. If so, I'll put it back into my cart and give it another try.
Dana
I didn't follow the entire discussion, but if you got your cart full at a time when a certain discount applied but couldn't complete due to a technical error, I would simply buy all the items now (for whatever it costs) and file a support ticket, quoting your actual order and the price that you should have got if only the shop would have worked at that time instead of throwing errors and eating credit cards.
From my past experiences I would say that you have a 99% chance that they will give you the price difference as Store Credit within 3-4 working days (some time more when the roof is burning, which might happen right now).
If they don't, and if you really really don't want to buy/keep the items full price, you also have 30 days to return the whole lot anyway for a full refund (and wait for the next "sale").
The technical error was happening to others, not me...I hesitated because others were having these problems. And because of the hesitation (because I really can't afford for multiple charges to be made right now, money is that tight) the price went back off sale...but as I said, the DAZ Originals are back on sale for the entire week. I just checked and the sale price is within pennies of what it was on the weekend, so that's good enough for me.
Dana
Well, here it is after close of business on Wednesday, and I still do not have my downloads for the order I was charged for Friday. Has sales support resolved the issue for any of the rest of you?
Support and I traded emails yesterday, and they had everything they needed, but have not heard a word today.
ncamp
No, not yet. They were optimistic this morning to have all orders done by today, They have to fix it manually, order for order, and maybe underestimated the workload. Idk.
Not yet here either. Even though they reversed the charges on the multiple orders Monday. It's odd they did one step and not the other.
I haven't yet placed another order because ... once burned, twice shy.
Same for me.
Those "few" people affected are apparently more than they expected
Have you filed a Support ticket?
I didn't have the multiple charge issue, but was unable to place orders (getting the same message about try later). I was able to place an order after the announcement about the bug on Monday. Britney had patiently tolerated my frustration with several suggestions before they finally found the bug.
So, yeah, my situation was resolved.
An update on the situation would be nice though :blank: