Contacting Content Authors
Mortar Mopp
Posts: 117
There have been numerous times when I've had questions about an author's product, but no apparent way of contacting them. Why is this? And if there IS a way, please share.
Thanks.
Post edited by Mortar Mopp on
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Comments
PA's tend to be rather busy and can't always answer every query made by their customers. That said, a good number of them are quite active on the forums and tend to resolve any issues posted in threads made here. There are also other people who may have resolved similar issues themselves and can help you instead. For genuine bugs, there is an official bug reporter you can use to speed enquiries along. It tends to resolve faster that way than posting a thread.
Is there a particular product you have a query about? A good number of experienced users might be able to assist you on these forums.
If you have any problem with a product that is bought from the DAZ 3D store and can;t get the problem sorted out on the forums the best thing to do is to contact Support, using ZenDesk. and Tech Support as the dept.
Really? Now, let's take that into the brick-n-mortar world. You go into a store and you have a question about one of their products, but your told, "Sorry dude, but our guys are too busy to answer your questions. Leave a note and (hopefully) someone'll get back to you or go ask that customer over there, she might know something. What would your reaction be? Me? I'd say screw it and go elsewhere.
If your business doesn't have time for customers, how can you expect them to have time for you?
Really? Now, let's take that into the brick-n-mortar world. You go into a store and you have a question about one of their products, but your told, "Sorry dude, but our guys are too busy to answer your questions. Leave a note and (hopefully) someone'll get back to you or go ask that customer over there, she might know something. What would your reaction be? Me? I'd say screw it and go elsewhere.
If your business doesn't have time for customers, how can you expect them to have time for you?
LOL!! Walk in to Walmart and ask to talk to the guy who made the 42" sony TV. It's pretty much the same thing. I'm not trying to be flippant here. The PA's do not work at DAZ or for DAZ they sell the items they make AT DAZ and to DAZ. There time is their on, just as your time is your own. The Artist that make the content work for themselfs, but to get information on how a item should work or should be installed a Support tick is the proper way to get that information. You can find some PA's in the Commercial thread and they will be happy to help with the items they are selling at the time or even help with item's from the past if they wish and are active in the threads at the time.
Really? Now, let's take that into the brick-n-mortar world. You go into a store and you have a question about one of their products, but your told, "Sorry dude, but our guys are too busy to answer your questions. Leave a note and (hopefully) someone'll get back to you or go ask that customer over there, she might know something. What would your reaction be? Me? I'd say screw it and go elsewhere.
If your business doesn't have time for customers, how can you expect them to have time for you?
There's a huge difference between talking to the ones who run the store and those who actually created the content. It's like asking to speak to Miyamoto because you want to talk about a Nintendo game he created. There are methods for getting in touch with these people, but consider the number of queries that can sometimes be made about their products and you can see how easily their time could be consumed by queries which takes away from their work on current projects.
I just think you need to take a step back and look at these things more realistically. Besides which, as I've already pointed out there's a good chance that someone who isn't necessarily a PA can answer any queries regarding various products which can take a little stress out of the system and save you time waiting for an official response.
DAZ has technical support. The technical support is suppose to be the first line of support. If they cannot resolve the problem, they will pass it along to the PA. Now DAZ technical support is sometime slow. They can be backlogged so it may take some time for them to get back to you on an issue.
Some other stores do not have technical support. If you have a problem or a question, you have to contact the PA directly. My experience contacting PAs at other stores is they were very responsive, but in both cases I was reporting obvious problems with a recently released product in the DAZ Studio material files. If you have a question about an old product, the PA may not be that responsive.
I have also directly contacted a few PAs that were active in the forums here with problems. They were pretty responsive, but some of them obviously have day jobs that take a lot of their time.
I have worked as a software developer for many years. I now work at a medium size software company. We have a technical support organization that filters customer questions and bug reports. Maybe once or twice a year I have to directly communicate with a customer. That is only allowed for the biggest and most important customers. In the past I have worked at small start up companies where I frequently talked directly with customers, but those companies only had a few customers. Any big, successful software company is not going to let customers directly communicate with developer. That is just the way the world works.
Speaking personally, I do respond to PM queries, but I prefer the customer contacts tech support first, because 90% of the time their issue is something TS can help them with (and they get paid for doing that whereas I do not).
We prefer customers contact us about issues. We are the only ones that know in depth what the pack can do so it only makes sense to do our own support