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Is normal that DAZ support wait more than 24 hours to even check their tickets?

dark_shneideritdark_shneiderit Posts: 52
in Technical Help (nuts n bolts)

I am not sure if the issue is just for my ticket or if this is the norm, but I am used to companies replying in 5-10 hours max; or at most, the next business day.

I did file a ticket to support for an incorrect checkout and so far has been more than 24 hours and no sign of anyone even reply to the ticket.

Just to know; if this is the norm; or if I have to start fires and use smoke signals to get someone to look at the issue. They didn't even reply to Paypal so I am stuck in between DAZ and Paypal.

Comments

  • john_antkowiakjohn_antkowiak Posts: 334

    I've only opened Help tickets for technical support with software questions, not for transaction problems. I'm sure they go to different desks or departments. Tech Support has always responded to me by the next business day or possibly two business days every now and then. I wish I had more for you, but this feedback I hope is better than none.

  • barbultbarbult Posts: 24,860
    Did you receive the automated email response that showed that they received your request? That should come quickly, before a human has a chance to review your request. Check your SPAM folder. If not, maybe you entered your email address incorrectly or something else prevented them from receiving your request or prevented you from receiving their reply.
  • LeanaLeana Posts: 11,839

    PC Anniversary sale is currently running, so there are certainly way more tickets than usual too.

  • Prince WaoPrince Wao Posts: 373

    I recently received this after submitting a ticket:

    "We strive to answer all email support requests as soon as possible. / We do not operate as a 24 hour help center. Our hours of operation are Monday - Friday, 9am-5pm, Mountain Standard Time. Please note, it can take up to 1-2 business days for a response, and up to 5 business days for a resolution. There are rare cases that take longer to resolve, should we need to conduct additional testing or other departments to step in."

    Currently staff appear to be busier than usual due to the sale and it appears to be taking about 4 days to get personal repsonses. I have 2 issues I'm awaiting replies to.

  • IsaacNewtonIsaacNewton Posts: 1,300

    I'm sure it's nothing personal. It does take a long time sometimes.

    Next business day reply is becoming more common. Maybe DAZ will upgrade eventually.

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