Does DAZ reply to submitted tickets? [RESOLVED]
Drogo Nazhur
Posts: 1,119
It's been over a day since I submitted a problem and no reply. While a resolution would have been nice, I was AT LEAST expecting an acknowledgement. Does DAZ even look at those things?
Post edited by Drogo Nazhur on
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Comments
Yes.
You should at least have gotten an automated acknowledgment. If you didn't receive that go back to the helpdesk and check to to see what the staus is.
Yes, they do, but sometimes it takes several days before you get a reply. And as says Charlie Judge, you should have received an automated acknowledgment after sending your resuest.
and that the ticket is in fact associated with your account.
It's been over a day. The ticket has a status of OPEN but no acknowledgements so far.
Yesterday I got a response and a fix to a ticket that I had filed on June 28th
7 days ago I got a fix to a product problem I reported 3 years ago. Response times can vary!
Techncial Support issues in general can take longer than Sales related issues, which I believe this one is.
Sales/CS tickets "usually" have a 24-48 hours turnaround during the work week, but it largely depends on how busy they are atm.
Yes, this was a Technical Support issue, because the product had morphs that didn't do anything at all. No vertices were affected by those morphs at all. The history of this ticket is that it was open for years and then it was just closed and marked solved with nothing being fixed. Of course, I responded with that information and got it reopened. After another long while, a miracle occurred and the product was fixed! It was a nice G8F outfit, so it was still relatively useful, even after 3 years. Still, 3 years seems like a ridiculous time to wait for a fix to a product that does not function as advertised. I suppose it was up to the PA to fix it, not Daz. I wonder if Daz even reported it to the PA the first time around. This PA has redeemed themselves in my eyes.
We users notice which PAs fix their product bugs and which don't.
We users notice which PAs are active in the forums to help users get the most out of their products.
We users notice which PAs contribute helpful advice in the forums in general.
We users do make product purchase decisions based on these experiences.
There is one PA I do not buy from now because of an issue with their character that I reported and they did not fix. After a very frustrating year or more, I gave up when Tech Support closed it. But, no matter how much I think their character is cute, or the clothes are nice, or a script may be useful, I won't buy it now.
@barbult nailed it dead on.
Mary
I've got a tech support ticket I've been updating semi-regularly since March, as the issue recurs semi-regularly with new characters. Apart from the automated response, no acknowledgement of the ticket has been made whatsoever. Status is still open.
Sadly, this is the one PA that will not be ignored, what with owning this place and all. Really sad thing is that it's not necessarily even a "please fix this" ticket so much as a "what exactly is supposed to be happening here" ticket. Seems like that would be fairly simple to answer.
Richard Haseltine once posted that every time you add a message to your help request, he believes that request is pushed to the back of the ticket queue. That is probably why you are not getting a response. Forget about adding additional important details or asking for status.
Um, no, that's not what's supposed to happen. If it's been closed for whatever reason, it gets re-opened. If it's been quiet for too long, like weeks, it's supposed to ping again somewhere ... technical support does respond eventually [usually, although I've not put many in for them]; sales support normally responds in a timely enough manner -- some 'serious' matters will jump to the front of the queue but otherwise they are handled by the order of their arrival. Once they start working with you on your ticket, they stay with it, and get resolved one way or another [not like in the once upon a time days, different managements have different ways] Be polite [not directed at anybody in particular, just a reminder I tell myself too]. They are people, not AI robots.
My experience (and I have submitted a LOT of tickets in 11 years) matches what Richard said, and what vwrangler is describing.
Interesting.
There is 'one' topic query that I sent in that didn't get answered for a year. Actually the answer was to resubmit the query! Ticket had a number of add-on comments from myself, and the claim was that it had somehow ended up in their spam filter. It wasn't until a certain product had been released at a competitor's website that 'out of the blue' there was interest in my idea.
It is a sales item and it's been over two days and not even an acknowledgement yet. Soon it will be three days. It's also fairly simple. I have screenshots of my cart at the time of purchase and the amounts shown are not the amounts that I was charged on the invoice. It should be easy to do the math and issue me a store credit for the difference.
I would have already used the money on future sales if they refunded it
You should have received an acknowledgement almost immediately. If you go into the Help centre, sign in, and then from the drop down from your name [hover over it], go to your tickets and see if indeed it's there. If it's not there, for whatever reason - they didn't receive it. So try again.
Matter was resolved. Can we close this thread unless somenody wants to talk about something else
Wonderful :-)