Is anyone else having trouble purchasing, or is it me?
mambanegra
Posts: 580
When I try to make a purchase, I get a message that says, "Please contact us or try again later". So, is there store broken or is this some sort of misleading error about something else?
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Yes, had the same problem ...
I was able to purchase my stuff after 2-3 tries,
but now I'm unable to download purchased items :(
I have access to Product library, but can't reach new purchases.
"Filter" button doesn't work and "Purchase Date" button is gray and not working.
Stuff like this really make me nervous. Why not take the whole store down if there is a maintenance issue? That is better than suspicious, intermittent failures.
MickyBel this issue with the Product Libray is very new and has been reported by a few on other threads which hasn't been affected the maroity.
First do a little internet Cache clearing.
Make sure Java is working/ON in your broswer
and then try again.
shopped a couple hours ago, no issues.
i ran spybot this mornin, it found more than a few tracking cookies, my browsing experience is faster nao
Hm. Still doesn't work for me. It's not my CC, since it works elsewhere. I guess DAZ doesn't want my money.
Clearing the cache solved the issue, thanks for the info :)
But seems I still have a little issue,
purchased stuff during the 2-3 tries don't appear as purchased ...
I have them in my Product library, but when I visit page of an item,
I still have the "add to cart" button and not the "Purchased" icon.
Edit: Issue about "Purchased" icon disappeared, working ok now.
There are problems with the store. Some (like me) are reporting they are unable to complete an order. Others are reporting that the order appears to be completed and they received a confirmation email, but the product is not available in their downloads.
Be aware, the charges may be going through even though the order fails. So, if your order fails, do not attempt to resubmit the order, but submit a help desk request.
In my case ... I attempted to place an order three times and have been charged all three times (despite the order failing and the products still sitting in my cart).
Wow. And DAZ has done nothing about this? Based on an earlier post, I tried....several times. I have no idea how many.
I think my trust in this company has pretty much dried up. Who's in charge of this internet store that doesn't realize that their internet presence is important?
What makes you think DAZ 3D isn't working on fixing this?
Well, let's see, the problem started this morning. It's been roughly 12 hours since I initially encountered the problem. And people are being multiple charged. If they know that people are being multicharged. the first step is to TAKE THE STORE DOWN with a little note explaining that there has been a problem that they are looking into. You don't leave a broken store sucking CC information with a bug in the system while you track it down. What if the bug isn't in their code but in some code that was injected here by someone else? Who knows what the problem is? If they can't fix it, then they certainly don't. So, until they have it fixed, the store shouldn't be up. It's that simple.
Actually, I encounterd it about 4:00 pm edt on Friday.
I quote Richard Haseltine from another thread about this probelm
If there are muliple charges for the same order for multiple customers, DAZ should rectify that automatically. They have all the information they need.
It is ridiculous that every customer has to file his/her own help deskrequest to fix this. DAZ made the error, not the customers
As there have been around 60,000 orders placed in the last month would you prefer that the poor overstretched CS staff check through that list, or do it the normal way and check through the small amount of support tickets that have been filed by customers who have experienced this problem.
Filing a support ticket gives CS the information needed to rectify things in the quickest and easiest manner.
Yes, they are obliged to check their administration if they have made a mistake/error. Double charging is illegal as far as I know
Only thing they need to check are the ones who made multiple orders within a single day - that would probable catch most of them.
This problem started to appear a few days ago and I doubt that they had had 60000 orders in these days
Sorry, but I am a bit angry about this - I followed the instructions and I am the victim. Not DAZ
This apparently started on Friday, and was first reported some time later that day. It is the weekend. Web is working on this, despite it being the weekend, and I have no doubt that once CS arrive at the office on Monday Morning then they will get straight onto sorting things out their end.
Hasn't the store done this before where orders are not completed, yet the charge is processed? I think that's what you'd posted in the topic that tipped me off I may have been charged for the failed orders.
All customers (not just those who stumble on a forum topic about the problem) should be advised charges can occur even though an order isn't successfully completed.
The message should be changed immediately warning customers not to try to place the order again. It should also warn customers the charge may have gone through, even though the order did not. I certainly would not have attempted to place the order three times had I known it could have resulted in multiple charges. I cringe when I think of the charges some people may have incurred who attempted far more than three times.
An email should be sent out to all customers apologizing for the problem and advising customers to check for erroneous billing. Although the problem began during DAZ working hours, there is no way to contact DAZ other than through the ZEN help desk. But, there is no "emergency/store broken/erroneous charge" category, so it could be days before DAZ realizes there is a massive store problem.
Since there is no longer any phone support, there should be a separate category to report emergencies, and those tickets should set off an alert so they can be investigated immediately, even during weekends and after hours.
When billing errors like this occur, it's frustrating to have to depend on customer service that is closed on the weekend and frequently overtaxed the rest of the time.
Satira is exactly correct.
As a web shop, they have an obligation to treat you fairly. Encouraging (whether intentional or not) folks to resubmit a purchase when some unknown error has occurred is REALLY bad. Encouraging folks to submit when there have been reports of multi-charging is outrageous.
And, overworked staff or not, that's up to the manager's discretion. Hire more people if you can't handle the messes you make or stop making messes. But, customers shouldn't suffer, nor should they do anything other than what a normal customer should expect. If they do, then they really should stop being customers, which I suspect will happen if they keep making these mistakes over and over again.
If I find that there are more than one charge for a purchase that failed, I'll have my CC company refuse it (hopefully they will). If enough people do the same, it is a huge problem for DAZ, because credit card companies charge a fine for chargebacks, as far as I know. And,considering I tried at least 10 times yesterday, that is 10 fines for me alone. Who knows, maybe even more! I don't know how big of a fine it is, but if it's dollars, and there are 100 people who had similar experiences, then DAZ could lose thousands of dollars, all because someone didn't do the right thing and either bring the store offline, or make sure the error messages provided to the buyer were reasonable.
So, if a manager decides not to do the right thing by the customer and alert folks, take the store offline (or at least alter the message to discourage multiple charges), then they deserve whatever fallout comes. And, so far, DAZ hasn't done anything right. I haven't gotten any official word except from a quote from Richard Hasteline, who might not even be an employee but a forum member (I don't really know who he is, except I see his posts from time to time). I submitted a ticket, but haven't gotten a response. This thread has been here for roughly 24 hours and no response from DAZ.
So, yeah. I think outrage is reasonable. At least for those of us who are stuck on a sunday with a potential headache waiting for us tomorrow. CC charges always take one or more days to show up for me. Sometimes 2 or 3. This is my checking account, which will NEVER be used with DAZ ever again. Because, if these do make it through, and I tried too many times, it could clear out what would normally be a reasonable buffer and there might be over charges. I really have no idea how many times I tried...which I feel really dumb about.