How to get product help... instead of asking for a refund.
ac_mr_blonde
Posts: 102
This has happened to me several times, and I'm annoyed enough to post about it. I buy a lovely piece of art from the store (for this example, the Ailisy outfit by Aeon Soul, a very popular artist indeed!). I install it and quickly play around with it.
Then... oh no... i notice an issue. It might be a big deal, it might not, but something slipped past the artist's QA. I would love to have the issue fixed, but more importantly, I'd love to let the artist know about it. Surely they would want to fix something they probably never knew about? I'd be mad if it were my product and I could have fixed it for a customer instead of having that customer return the item for a refund.
But there's NO way I can find to drop a note to an artist! I've tried contacting tech support and suggesting that they pass along the information to the artist, but the reponse is always "Daz Studio seems to be working right, so we're closing your ticket." Yeah, I get it... but I'm not saying Daz isn't working. I want to let the artist know, and, yeah, maybe get a fix. Otherwise I'm just returning the product, and then the artist is happy and I'm not happy.
The latest example... Ailisy. The boots don't autofit to Gen 8 figures. They get posed so that the foot sticks out the front. Surely a simple fix for an artist as prolific as Aeon Soul... but I can't inform them! Not even a comments section! Daz! Why!!!!!! The helpful response from Tech Support .. the product page doesn't mention Gen 8, just Gen 3, so you're on your own. Gads.
Unless there is a way that I don't know about... does anyone know?
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Comments
Some items such as clothes and hair you will get decent results using autofit between different generation of figures. Unfortunetly in case of shoes it's not so easy. Ailisy was made for genesis 3 figures as said in the description. It's not really a simple fix because it includes rigging and weightmapping for a different figure and different pose. You can see in Aeon Souls catalog for example that they released recently a genesis 8 version of Holo Flow and it's a seprate product from genesis 3 version. If they find Ailisy worth a while to do the same it would probably end up as another product also.
Your best option would probably be following this video:
Hope this helps :)
You're not supposed to contact vendors directly, Daz handling support is part of the agreement they have with vendors. You can always try sending them a PM if they use the forums, but there's no guarantee they'll get it or answer it.
On your specific issue, autofitting footwear has always been problematic, so no, it would probably not be "a simple fix" if they decided to do something about it (which they actually don't have to, as it is indeed a G3 outfit and not sold as compatible with G8).
You could try using SY's method to do the conversion instead of autofit: https://www.deviantart.com/sickleyield/journal/Tutorial-Convert-Clothing-G3-to-G8-G8-to-G3-686682065
Or using the G3F to G8F converter which apparently handles footwear better than autofit: https://www.daz3d.com/clothing-converter-from-genesis-3-female-to-genesis-8-female
Moved to Technical Help as it's a question rather than a Product Suggestion.
AuotFit issues like this are not, as Leana says, somethig that is a fault in the product.
I do not have the set, but can you hide the G8 feet and toes? I'm guessing you could if you are using the shinwear too, but not sure that will work with only the boots.
If you opåen a ticket & say what the problem is they will help you resolve it. The other way to get help on a defective product is to open a ticket and ask to return a product; they will ask you if there is a technical issue they can help your resolve with the product that might change your mind about doing a return for the product.
Absolutely agree there's nothing wrong with the product, and that a vendor doesn't have to do anything to support the latest figure. But I would guess an artist would like to know if there's an issue with their product, whether or not they think it's worth fixing. I mean, that should be their choice, whether or not a specific example is easy, hard, or even or not a good idea. If it were me I would like that chance, rather than just seeing a return, or a customer out there saying "I'll not buy from that guy again, just in case the next product doesn't work either". And that's the issue. I asked tech support to pass along the knowledge, and they refused. So we're left with a system in which there's no way to let an artist know about an issue, and the guys who are contractually supposed to handle support are (and provide no alternative) are a dead end. It's not ideal.
Thank you all for the links... that's great knowledge that I did not have at all. I've been dependent on auto-fit and all its vagarities. Excellent suggestions!
I know it sucks when this happens, but if there's a major issue and you contact support, I'm pretty sure they will contact the vendor if possible. A while back I purchased a character where the skin textures didn't match up yielding seams, and within about a week and a half after contacting support, the vendor fixed it and I was able to receive the corrected update over DIM. However, this option might not be available if they're unable to contact the vendor, and the only choice would be to get a refund.
When it comes to wearables, they can either be fitted properly to a character or they don't fit, period, and require other means of adjusting it to a specific character. Nothing irritates me more than finding out that there's no adjustment morphs for a wearable. In the absence of adjustment morphs, adjusting the scale size might work(except for footwear) if its only a very minor adjustment.
This isn't the vendor's problem. He made a gen 3 item. It fits gen 3 perfectly. Therefore the item is not faulty. Almost no gen 3 footwear fits gen 8 and no amount of complaining to the vendor's will change that.
Not saying it's the vendor's problem. Read before replying, kenshaw. I'm saying it's Daz support problem for not communicating to the artist, and that there should be a channel for that. This applies to any issue a customer might find. Artists can't test every bit of minutia.
I also create products for a living. Mistakes can creep in, mistakes that don't invalidate the product, but which diminish its perfection. I want my customers to have a perfect product. I want to know about those mistakes, wether or not I end up fixing them. There needs to be a way to communicate those, and Daz has set it up so that they are the only channel. They should support that, but they don't.
As for your point about this specific example I agree (again, for the record) that it isn't the vendor's problem and the product is not faulty in any way. HOWEVER... if I were the artist, I would want to know that it didn't work on the latest figure. Maybe I don't update it, maybe I do... that's up to the artist's concern. But I'd like to know that my product won't be used or purchased by folks using the latest figure so that I have the opportunity to keep it relevant. If I were the artist, I would be disappointed to hear that a customer had tried to tell me and that Daz had shut the customer down.
By the way, the video link worked perfectly. So very helpful! Thank you Cichy!
When I've had legitimate issues with an item, files missing from a package for instance, customer service verified the issue and did contact the PA who did correct the problem. My point is that in your example there is nothing to correct so why would CS contact the PA?
There was nothing to communicate to the vendor about, the product works as designed. Your problem is with Studio's Auto-Fit so you complaints should be addressed to DAZ's Studio developement team as a feature/upgrade request.
@ac_mr_blonde "Absolutely agree there's nothing wrong with the product, and that a vendor doesn't have to do anything to support the latest figure"
And yet. . . . . ..
I'll have to dig it up, but I made a post a while back with steps for easily and fairly quickly converting any shoes to any generation figure.
but there is something to correct and that is how 'autofit' handles 'autofit. It's not called Out of Fit for a reason.
... and yet @fastbike1 there is something to correct with the process. My whole point from sentence 1. Vendors should have access to information their customers are finding out about their products. It helps them make better products.
I'm sure AS are aware that some items have some issues when autofitting, the problem doesn't really lie with the particulare item you are refering to rather the autofit process. Daz are improving autofit in newer versions of the software, autofit was worse when it first came out. There's not really much AS could do to make the boots work better on G8 so letting them know about something they are aware of and can't do much about seems a bit pointless.
Probably, but... ok, I put that example out there and it confused everyone because the product and issue doesn't matter, I was speaking about the process, so here's perhaps a better one that takes the product out of it.
I found a wonderful product the other day with amazing screenshots that looked just like what I was looking for. But when I went to the description I noticed several spelling mistakes and poor grammar throughout, and it made me hesitate. A poor shop page does not necessarily reflect on the artist's ability. It might simply be a language barrier or they aren't interested in grammar. But a sloppy store page might also indicate someone who doesn't pay attention to details in their other work, and screenshots can be misleading. It made me hesitate... but I bought anyway and the product was wonderful.
So I thought I should let the artist know about the mistakes on their page. Easy to correct, I could include the corrections for them. But... how to contact them? I put in a ticket and was informed that there were no technical issues with the product, and no factual errors on the page, so Daz support was closing the ticket. Ok, but I just wanted to pass along a message... no way to do that.
Other sites have site mail. Vendors can read them or not as they wish, but it's available.
We have site mail, simply click on the gear icon at the top on the blue line and then click on inbox, but not all PAs use the forum. Part of the agreement that vendors have with Daz 3d is that Daz provides the Custome Service.
BTW Please also remember that quite a good number of the Daz PAs are either non English speaking or English is a 2nd language for them.