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DAZ support ignores tickets

My 3D SpinMy 3D Spin Posts: 608
edited December 2018 in New Users

I sent a ticket concerning a product that just wont work. I get a reply from someone offering me support and then nothing happens.
The ticket is labeled Open but nothing happens - Needs new policy or maybe new staff???

Post edited by My 3D Spin on

Comments

  • barbultbarbult Posts: 24,243

    Did you reply to their offer of support? If you are requesting a refund, just politely rerply and say you don't want support, you just want a refund. They will take care of it. If you do want thier help to get the product working, did you explain what the problem with the product is, and the steps necessary for them to reproduce the problem? 

  • My 3D SpinMy 3D Spin Posts: 608
    edited December 2018
    barbult said:

    Did you reply to their offer of support? If you are requesting a refund, just politely rerply and say you don't want support, you just want a refund. They will take care of it. If you do want thier help to get the product working, did you explain what the problem with the product is, and the steps necessary for them to reproduce the problem?

    Yes i have replied twice. And since this product dosent work but other similar product works fine it must be the product that is fawlty and
    not my computer. But for a couple of days now i havent heard back amd no refund has been offered...

    Post edited by Richard Haseltine on
  • Richard HaseltineRichard Haseltine Posts: 100,842
    My 3D Spin said:
    barbult said:

    Did you reply to their offer of support? If you are requesting a refund, just politely rerply and say you don't want support, you just want a refund. They will take care of it. If you do want thier help to get the product working, did you explain what the problem with the product is, and the steps necessary for them to reproduce the problem?

    Yes i have replied twice. And since this product dosent work but other similar product works fine it must be the product that is fawlty and
    not my computer. But for a couple of days now i havent heard back amd no refund has been offered...

    Monday has been the only working day this week, and I would imagine even technical Support is pretty busy with all the sales going on.

  • barbultbarbult Posts: 24,243

    I don't think they will "offer" a refund. They will assume you want their help to get it working, unless you specifically tell them you want a refund. Just reply and say clearly that you want a refund (assuming that it is still within the 30 days of purchase that gives you that option). If you bought it a long time ago, and never tried it until now, I don't know if they can honor the refund request outside of the 30 day window.

  • My 3D SpinMy 3D Spin Posts: 608
    edited December 2018
    barbult said:

    I don't think they will "offer" a refund. They will assume you want their help to get it working, unless you specifically tell them you want a refund. Just reply and say clearly that you want a refund (assuming that it is still within the 30 days of purchase that gives you that option). If you bought it a long time ago, and never tried it until now, I don't know if they can honor the refund request outside of the 30 day window.

    I bought it a few days ago and wanted to make a christmas Scene but it totaly chrashes my computer everytime...

    Post edited by Richard Haseltine on
  • PetercatPetercat Posts: 2,321
    My 3D Spin said:
    barbult said:

    I don't think they will "offer" a refund. They will assume you want their help to get it working, unless you specifically tell them you want a refund. Just reply and say clearly that you want a refund (assuming that it is still within the 30 days of purchase that gives you that option). If you bought it a long time ago, and never tried it until now, I don't know if they can honor the refund request outside of the 30 day window.

    I bought it a few days ago and wanted to make a christmas Scene but it totaly chrashes my computer everytime...

    Which version of Studio are you using? Some newer products will crash older versions.

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