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How long is it currently taking DAZ to respond to a support ticket?

TheWheelManTheWheelMan Posts: 1,014
edited December 1969 in The Commons

I just wondered since I submitted one over the weekend in the hopes of swapping one product I ordered out for another, hoping they might get to it first thing this morning, but so far, no love. Not wanting to be impatient, but I'd hoped to resolve it pretty quickly so I could download my stuff.

Comments

  • scorpioscorpio Posts: 8,414
    edited December 1969

    I submitted one on Thursday, still waiting and with the problems with Carrara 8.5, and Britany on maternity leave I don't expect to hear back much before this weekend or even next week.

  • frank0314frank0314 Posts: 14,049
    edited December 1969

    I believe it's a 1-2 day turnaround atm

  • frank0314frank0314 Posts: 14,049
    edited December 1969

    scorpio64dragon said:
    I submitted one on Thursday, still waiting and with the problems with Carrara 8.5, and Britany on maternity leave I don't expect to hear back much before this weekend or even next week.

    There are several other people working in CS also. Britney is head of CS and is working from home on maternity leave.

  • scorpioscorpio Posts: 8,414
    edited December 1969

    I just checked I submitted my request 5 days ago, if you take off the 2 days for the weekend that leaves 3 days, which means the 1-2 days is a bit out atm.

  • frank0314frank0314 Posts: 14,049
    edited December 1969

    Nobody said it was a set in stone number of days. Its all first come first serve, so if they are having a lot of tickets being submitted in a day then it's going to take longer. I merely said that is the standard.

  • scorpioscorpio Posts: 8,414
    edited December 1969

    And I'm just saying they seem to be behind at the moment and your 'atm 1-2' isn't accurate, the OP was asking how long it might be and I gave an opinion on my experience and the problems I've read about concerning Carrara and another post where a customer had been waiting for a week for a reund, I'm not trying to get into an argument but things are a lot slower than normal.

  • WendyLuvsCatzWendyLuvsCatz Posts: 38,205
    edited December 1969

    :lol: think after today it be a whole lot longer!!!
    poor Britney, she'll be having kittens now!

  • TheWheelManTheWheelMan Posts: 1,014
    edited December 1969

    Well, I just hope it doesn't take too long.

  • BlumBlumShubBlumBlumShub Posts: 1,108
    edited December 1969

    Been a week for one of my refunds to be processed, and then I find that the money isn't even back in my account the day after. This is brilliant. Multitasking at its best. Somehow combining inefficiency with incompetence.

    Regards,
    Barry.

  • icprncssicprncss Posts: 3,694
    edited December 1969

    The "canned' response I've received the past is 3 to 5 business days.

  • BlumBlumShubBlumBlumShub Posts: 1,108
    edited December 1969

    icprncss said:
    The "canned' response I've received the past is 3 to 5 business days.

    I don't care if it's a canned response particularly, and I'm only mildly irritated about the length of time under the circumstances, but seriously Daz needs to get their act together. Telling someone that the issue is solved when it isn't is out of order. If I wasn't paying attention I would have thought that the amount in my account included the refund and I would be out of pocket.

    Britney is clearly out of her depth at the moment so why isn't someone else stepping in?

  • icprncssicprncss Posts: 3,694
    edited December 1969

    Sometimes in small companies there isn't anyone to "step in". Especially if a company has downsized or chosen not to replace those who have left but farmed out their responsibilities to others.

    If you received a ticket telling you the problem was resolved and it wasn't, reply to that ticket telling CS that the statement of resolution is in error.

    I've had this happen a few times in the past year or so.

  • BlumBlumShubBlumBlumShub Posts: 1,108
    edited December 1969

    icprncss said:
    Sometimes in small companies there isn't anyone to "step in". Especially if a company has downsized or chosen not to replace those who have left but farmed out their responsibilities to others.

    If you received a ticket telling you the problem was resolved and it wasn't, reply to that ticket telling CS that the statement of resolution is in error.

    I've had this happen a few times in the past year or so.


    I have done that, but still don't think there are excuses.
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