Does anyone actually look at Daz support tickets?
Fauve
Posts: 0
And if so, do they ever respond? :(
I found a Python issue with 3D Universe's M4 Randomizer product from the store. I filed a ticket for the issue (Request #167582) three weeks ago. Aside from an initial acknowledgement from "Crissie" that she had reproduced the problem (textures don't apply correctly in Poser Pro 2014), there has been no response or action on the ticket, even after I asked for an update a couple of times.
What are the time frames on these support requests? Does Daz just notify the product developer that there is an issue and then wait for a response? Is there any way to escalate requests that aren't being responded to? Am I supposed to contact 3D Universe directly?
Not too happy that I paid for a product three weeks ago that I haven't been able to use. :( And no word at all on when or if it will be fixed.
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Comments
There are products that are known to have problems that have been in the store for years. This is especially true of items that came out during the DS3 years, as DS4 broke a number of them, yet they're still sold even though they don't work with the only version of DS current available.. Generally it's up to the PA to fix them, if they can, and to be fair, many do exactly that once they become aware of them. However, frequently it's not all that quick and easy, and most of the artists are already juggling a number of other projects that they have deadlines for as well, so a couple of months is the quickest I'd expect to get any qualified response. That said, there are also cases where individual customers have come up with fixes for broken products that are owned by DAZ proper, which have been proven to work, yet the "official" product still hasn't been updated, so the best one can do is keep submitting reports.
If you've given it three weeks and numerous requests, I'd certainly be contacting the vendor- and asking them if DAZ has contacted them. Perhaps there is a communication breakdown. It's unacceptable to have a three week period with no feedback of any sort other than an automated "message received."
My experience in this has been varied and not consistant.
If it is a newer product, chances are higher the problem will be fixed I think. Othertimes, tickets can take over a month to sometimes several months to get a resolution if ever.
I prefer the previous system where open tickets could be seen and monitored. I would love it if products could be checked by number to see if there was a problem with a product you buy and if there is a pending fix.
My new method is if I buy a product, submit a ticket and it isn't resolved before the month is done, I return it. I can't afford to waste money on unsupported products.
It would be nice to have that in the product description (Whatever) DOES NOT WORK WITH VS 4.5 or 4.6
The Randomizer is a PA product by 3D Universe. In the past, any issues with PA products was handled by the PA. In the case of the Randomizer, it is an old product.
Which version of Poser were you attempting to use it in? It works well up through the original Pro version of Poser. Starting with P8, there have been changes to Python. Those scripts that are not compiled and/or do not use the tKinter interface are still useable in higher versions of Poser. IIRC, this is a compiled script. SMS used an updated version of Python in P8 and then again in P9. AFAIK, the vendor has provided no update to and has stated on his own website that he will no longer even be producing Windows based applications.
You might try emailing or PM'ing 3D Universe about this but to be honest, I don't believe he is providing any type of support or updates for the older products.
I have Poser Pro 2014. As far as all of the stuff about this being an older product, the vendor not making Windows applications any more, etc -- not to mince words, I don't give a damn about any of that. The M4 Randomizer is up for sale in the Daz store, they took my money for it, there is nothing in the item description about versions it does or doesn't or might not work with, nor anything about compiled or uncompiled Python. It is up for sale as an item that works in Poser, and it doesn't work in the latest version of Poser.
To just be ignored by both Daz and 3D Universe for three weeks is an unacceptable way to treat a customer. I already feel like a second-class citizen here now that Daz has made it amply clear that they are focused only on Studio; half of the items that come out no longer have a Poser version. Fine, that's Daz's decision to make if they don't want the business of Poser users. But to blow off a paying customer who bought an (expensive!) item from their store that doesn't work as advertised is NOT acceptable, period.
Very first page on the site....
And? What's your point?
If Daz had responded to me and said that the vendor will not fix the item and I should ask for a refund, I would. But Daz hasn't responded AT ALL since Crissi's initial filing of the ticket. It is the lack of response I am irritated about, I am well aware of Daz's return policy. But I want the item, or I wouldn't have bought it, and I would prefer to have it fixed over getting my money back. Barring that, I would prefer AN ACTUAL ANSWER from Daz.
I also would have expected something a little more informative and a little less snippy from a forum admin, but my expectations about the professionalism of Daz and their employees are clearly too high.
DAZ CS most likely passed the information on to the vendor. There is a difference between a product that is a DAZ Original that is owned by DAZ and a product they broker here in the store. DAZ cannot force or otherwise make the vendor respond or do anything about the product.
Like it or not, the product is old. It was compiled for an old version of python and does not work in the version of Poser you are using. Since it does not work, you have the option of asking for a refund.
If you have any version of Poser from Poser ProPack up through the first Pro version (P7 era), then the script will work. I have loads of plugins and scripts for both DS and Poser that do not work in the latest versions. Some vendors update their scripts and plugins as the various scripting languages change and some do not.
As far as it still being for sale, I know quite a few users who are still using Poser 7 and quite happy about it.
Yes, DAZ should update the product page to indicate what versions of Poser and DS it works in.
If the vendor refuses to support the product, Daz shouldn't have it for sale in the store. And yes, I will ask for a refund if Daz lets me know that 3d Universe can't or won't fix their product (and I would expect them to either flag it as not usable with higher Poser versions and unsupported, or remove it from the store.) But it has been three weeks and I am still waiting for that answer. That is not acceptable.
I think your best option is to get a refund. The product is not broken, as it was designed and working for Poser 8. What you're actually asking for is a program update, not a fix. Since the product is several years old, I'm doubting that will happen. Though it would be nice to have PAs to go through their entire catalogs to put notes on any product when software is updated, that is not feasible. The result of your ticket may be to have customer service add this note to the product. Considering there are still people that haven't upgraded past Poser 9, creating an updated version is probably not necessary for some users.
Those are economic realities and I'm fine with that. I'm less irked at the product for failing to work than I am at Daz for failing to respond to the bug report within anything approaching a reasonable time frame. I think it would be fine to still sell those older 3D Universe products in the store -- they are excellent products when they work -- as long as there was a note that they're not compatible past version X and are unsupported by the developer. But ignoring a trouble ticket for three weeks is inexcusable. That's what has me angry. They are running a business here, are they not?
However, the product as it was originally made is not broken. The software update broke compatibility with older products, which isn't the fault of the PA. There could be any reason for the lack of communication, but regardless, I would put in for the refund.
So, one week later and a full MONTH after the initial ticket was filed, I still have NO response whatsoever from DAZ. Would any more apologists like to swoop in here and make some more excuses??
And for anyone in the mind to actually be helpful, are there any DAZ email addresses I can use to try to actually get this issue resolved finally? Something that doesn't involve the crappy and completely non-responsive ZenDesk BS in the Help Center?
Fauve, I've sent you a PM
I empathize with you, Fauve.
Once a support request gets turned into a "BUG REPORT", it seems like the support request never gets updated again by DAZ customer service. Although the help request remains open, the customer is never informed of whether the bug is being worked on or not. My attempts to post an additional comment weeks later, asking about status of such support requests, is generally ignored also, as you experienced.
I still have a help request (Request #144724 ) that has been open since July 6, 2013 (11 months!!). Some issues were resolved, but one was not. DAZ ignored my follow on comments in which I explained that one of the issues was not resolved. What can I do? The request is open, but ignored. I suppose I could write a new request, but that will just further clog the system.
I even have two support requests that received only the automated "We will get back to you shortly!" response. Those support requests were submitted months ago, on February 8, 2014 (Request #161654 ) and March 31, 2014 (Request #165386) . I added comments weeks later, requesting a response. Those comments were also ignored.
As far as I can tell, customers are left with no other means of requesting support. There is no email support and no phone support any more. So, yes, I do feel your pain. You are not alone. I know that doesn't help much...
I have been a customer here for more than ten years. They have lost me as a customer now.
I am canceling my plat club membership and while I'll probably be by every so often to check for new Jack Tomalin items, other than that I'm done with this place and its slipshod business practices and its increasingly creepy cult-of-personality cheerleaders who believe DAZ can do no wrong. I don't pay money for non-working products, or to be ignored and abused.
DAZ's business practices are now slipshod and dishonest to a degree bordering on unethical. I refuse to waste any more time or money here.