DAZ Money back guarantee
szalai
Posts: 0
I would like to ask if YOu have any experience with the money back guarantee DAZ advertises.
I have bought one product which I wanted to return. I have written within 24 hours after purchase to the DAZ support - got only answer that they will get back to me ASAP.
Its 9 days since then - after 3 requests for an answer absolutely no feedback from DAZ.
I supose the Money back guarantee is only a marketing trick. Or does someone have another experience?
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Comments
In the 2 years of my shopping experiences here I, as a hoarder, have bought many items and have written lots of tickets.
None went unanswered, but it can take some time when the workload is high.
No trick, I have always got my money back when I returned anything. Did you ask for a store credit, or for the money to be refunded? Have you looked at the ticket recently, and have you checked to see if you have a store credit by going to your My Account area?
Usually Britney sends out a mail that they are overloaded and that it might take some time.
Actually, I think the DAZ refund policy is the best in the business. Whether returning an item or requesting a partial refund when an item is sold at a lower price within 30 days, I have always been satisfied and treated fairly. However, as others have stated, it may take a few days for the refund when there is a heavy workload.
Charlie
If the standard 30 day return policy does not apply to certain promos, DAZ will make that clear. The October Power Up Sale and the December Snowball sale were two promos where the return policy differed.
During the Power Up sale, you could not return any product you purchased using the Power Up rewards. During the Snowball sale, once you hit 10 snowballs and began receiving the extra discounts, anything you purchased from the store during that time that you received the snowball discounts on, was and is not returnable. With the recent snowball sale, you did have the option to opt out. If you chose to opt out, you did not receive the snowballs or discounts so you were still still eligible for standard return.
Not entirely correct IIRC. You could return items if you didn't use rewards of the week but you'd lose a related powerup point and, subsequently, it could have cost you a tier later. If you used rewards (coupons and free bundles) you couldn't return powerup items that gave power up points for those rewards, but you could return rewards themselves.
It was a bit more complicated than snowball sale but also much more flexible, giving up to a week window to test and try the item instead of making final decision on spot after 10% snowball sale accumulated.
On topic, I never had much problems with refunds. There were some minor things, though:
- Sometimes, in periods of big sales/holidays customer service could become very sluggish but eventually will came true.
- Once or twice my ticket was simply forgotten. As a rule of thumb, I now add a comment-reminder 4 days after opening of my initial ticket if I see no progress. After that they were resolved well.
- Once or twice, I think, an order of two items had one as a freebie, and with refund of one item, the freebie was taken away as well automatically, but either by reminder or by Britney herself (who is extremely good person) was added back.
- There were a couple, I think, messups with refunds in sense of what should be refunded and how. The problem was solved by providing additional and clear information, with links sometimes, to resolve the issue.
- Once, when I was a very green newbie, I was refused refund for difference for something I've bought with my very first $30 PC renewal coupon even when the product went on much better sale within 30 days. I guess it comes under messup things but I didn't know any better then. What is wonderful is when I told that story a couple of years later, DAZ3D gave me a small gift.
- I got my PC membership dropped when I asked a refund once (I don't recall if it was PC item). Now I believe it is known issue and is supposed to be fixed in recent PC code revamp.
And yes, I don't like recent trend of limiting refund policies but as long as I can opt out of them and shop normally, I still have control over my shopping. Snowflake sale initially didn't have an option to opt out, for example. I hope that option to opt out will always be presented very clearly from the start.
Other than that I have only positive things to say about money back guarantee (like about that Horse Bundle price protection shortly after powerup sale).
Money protection and refund guarantee is still a major feature that makes me shop here instead of other stores.
I always criticized DAZ for a lot of things, but rarely can you fault their sales support.
There have been long waiting times for tickets and sometimes misunderstandings, but in the end I always was content with the solution they offered.
DAz refund policy is just good.
Just out of interest as a vendor, Why did you return it. Bad quality, info on product was incorrect, didn't meet exception. I see stuff returned and the vendor get no feedback to help improve the products.
also if you send the ticket to the wrong area of help desk (tech instead of sales, or something) it'll make the ticket take longer to be answered.
they are busy or were busy with holiday backlog of tickets to catch up on... if they haven't answered you soon, update your ticket with a comment...
Midnight Stories, i will sometimes return a product that I couldn't use in ways i expected, for example if i buy a house expect to open the door (but can't), or if I buy a character that says its for poser and DS but has horrible DS support, or something like that.
midnight_stories: The same reasons as with non-digital items, mostly. Sometimes it is a bad quality, like those skirts that stuck to legs but you sort of hope they don't and you can't tell from promos if they are (but they totally are). Couple of times the info was incorrect, like some items I've bought that needed some other items as prerequisite but it wasn't mentioned. Something it was something not seen in promos that I've found detrimental on an actual model, like backs of some haircuts (which, until recent years, not always were displayed in promos). Or there was no blank geometry promo and details on a model were done via displacement map while I needed them to be in geometry. Some promos look very good but I couldn't make the stuff to look just as good so personal frustration also counts.
Sometimes it doesn't work as well as I hoped it would or it doesn't do things I need it to do, even with tweaks, so I'd build my own item/find alternative that can do what I need it to do and return the one that didn't work.
I plan my purchases better now but I recall in previous years some buyer remorse as well. So sometimes there is no fault in product or vendor at all, but just unfortunate coincidence of binge of impulse buying, resulting CC balance and a realization that I never ever actually render in this genre (or that I already have bajillion of short dresses from that particular March Madness). Usually those money eventually still return to store, but at slower pace and on a different set of items I'll probably still never use but with which I can at least tell myself that I'm totally going to render this thing one day, and therefore, keep.
I've never had problems with returns, although as others have said it sometimes takes a while when they're really busy, this time of year typically being the busiest because of holidays, vacations, and lots of holiday sales. In my case it's almost always that a product didn't fit what I needed it for -- very rarely have I had to return a product because it didn't work right or had quality problems.
I agree that customers must have patience, but an acknowledgement (within 24 hours) that the support ticket has been viewed by the person and an eta for resolution would be the first step to good customer service.
Currently, a support ticket is entered and automated email is sent that a ticket was entered. No human being is time stamping and reviewing support tickets to ensure a response is made (preferable a prompt one). This is based on my telephone call to DAZ this week which used to get you to a staff member that resolved your problem the same day. Now it seems to be forwarded to a call center and typed into DAZ support tickets for you.
If they are swamped they should bring in a temp to review support tickets and triage them so that the most tickets are completed in the least time. Some tickets are repetitive responses that could be handled by a temp, freeing the staff to deal with the exceptions.
If they are that busy then business is good (or VERY bad) and should merit temp help.
I managed a 10 person field office in distribution and we seemed to be able to come up with the cash for a 2 week temp every so often to prevent staff burn-out and maintain high customer service.
never had any trouble with returns
never sent in a ticket though, I always called the toll free number ( do they still do that? its been a while since i have had to return anything)
Not anymore. Now they just open a ticket for you and a quite short ticket (not much info in it) as well, so it probably creates more confusion. But it gets noticed better, it seems, than usual ticket.
ah, I haven't returned anything with a ticket. like I said its been a long time since I returned anything.
a gal answered the phone "Daz 3d, this is Vicky, how can I help you?" always wondered what version of Vicky she was.
but yeah, back then returns took like a minute, it was easy
Greetings,
While I've never returned any of your stuff, I have returned items for quality reasons, one vendor of whom I will never buy from again, and another who I am now reluctant to buy from. Outside of those two vendors, my primary return reason has been that I accidentally re-bought something that I already owned, or there was a significant price drop since I bought it and it's more efficient to re-buy and return the prior than ask for the difference.
My active 'buyers remorse' (where I buy something in a moment of passion and regret it) has been rare, and non-existent once I stopped buying Gen4 items regularly. I've never returned something because the info was wrong. Haven't even run into that.
-- Morgan
[edit: tpyo; that'll teach me not to respond on my phone...]
My usual turn around time for returns is 1 week.
I haven't returned things for over a month, but I've in the past returned a couple things a month. But when you buy as much as I do, that's not a lot. and I always accept store credit, so daz still gets my money.
Reasons for return:
1. Loads slowly or renders slowly on my box. I can never tell this on my product description.
2. Few mat zones.
3. weird autofit.
4. Can't light it right.
5. Crashes
6. Just doesn't look the same for me as it does in the promo art.
7. Don't like it.
8. Product looks dated (bitmapped, low res etc.)
Not anymore. Now they just open a ticket for you and a quite short ticket (not much info in it) as well, so it probably creates more confusion. But it gets noticed better, it seems, than usual ticket.
That is exactly what I am speaking about. I think it was Scott or Cindy that I used to speak to and now it seems like someone in a call center. So no difference than putting in a support ticket yourself.
To be clear. DAZ does seem to have the best warranty which I have always known them to honour, The telephone staff phone are friendly, courteous, and try their best to input your problem into the support ticket.
The problem is follow up on support tickets and turn-around time on support tickets. It would seem they simply do not put enough people on the job of clearing back logs and trying to always make sure each customer is told within 24 hours that their ticket has been through triage and will be resolved by a certain time frame. Ticket goes in but no feedback comes out.
I would summarize as this; you can buy with confidence knowing that if you are not happy with a product within 30 days DAZ will refund your money. The caveat is you may have to wait a week for your refund to be processed and you may have to do a follow up in 72 hours to make sure you have not fallen through the cracks.
When I joined the DAZ community in 2006, DAZ 3D seemed a warm and fuzzy place. Dan Farr even replied to some of my queries personally. Since the merger with the Israeli company, the name change, and Dan stepping down as CEO, it seems to have become less personal. With only a 6000 retail customer base to sell to, it seems like a strange direction to go.
Maybe they are hoping to capitalize on 3D printing and laying the ground work for mass retail to Walmart / Michael's type customers.
Ah but I lament for the go old days {curmudgeon shambles away grumbling to himself ...} :-)
It must have been a really long time ago since you called. Vicky left the company just before I started and that was 3 1/2 years ago. To answer your question though she was Vicky 3 I do believe.
It must have been a really long time ago since you called. Vicky left the company just before I started and that was 3 1/2 years ago. To answer your question though she was Vicky 3 I do believe.
yeah it was, i haven't called since the Gen 4 figured came out, i've only returned 2 or 3 items in my entire history as a Daz customer, so its not a common thing
I know this is old, but I'm wondering if anyone can point me in the direction of this elusive "money back guarantee"? My experience trying to use it haven't come close to my expectations, and now that I'm looking for the exact terms, I can't seem to find the guarantee in writing anywhere? Does Daz still honor it, or has it faded into the woodwork?
Thanks for any help!
http://www.daz3d.com/ (scroll down to the bottom of the page) Yes, we still very much honor the 30 day money back guarantee. Refund requests must be submitted to our sales department
http://helpdaz.zendesk.com
Normal turn around time on a ticket is usually 2 days, but can sometimes be more or less depending on the current workload.
Ah, thanks Jared, that's exactly what I was looking for! Hopefully they'll honor it at some point.
Edited to add: It's been over a week now, with less than a sufficient response to my refund request. Left with no alternative means of contact and an unacceptable lack of communication, I formally submitted my request to the Better Business Bureau. It's disappointing that what should amount to a simple conversation has become so tedious, and my time as a consumer is clearly not valued.
I returned a complete order 10 days ago (prices changed during checkout so all discounts were lost (second time this has happened - when you've got to the Order Confirmation page prices in the cart should stick for at least 5 minutes, IMO)). It only took a couple of hours from I sent the ticket till it was solved, and that was even on a monday morning where you'd expect a lot ot tickets had piled up during the weekend. So it can be quite unpredictable.