Is there a way to get in touch directly with vendors?
bf2011
Posts: 153
Sometimes you buy a new product and it doesn't work as it should, like yesterday for example I got a dForce hair but no matter what i do i get a "failed to simulate" error. When running a sim with a different dForce hair, it works just fine.
So after submitting a support ticket it will take at least a few days to customer support to get to me with their regular "could you reproduce this", "could you try that". No I don't! I just want it to work as it supposed to.
And after, who knows if i will get a refund.
I wish i could just get in touch with the vendor of the product directly and discuss my options.
Sorry for venting, but there are other 3rd party daz community stores where if you have a problem you just email the vendor and the next day they can resolve the issue when something isn't working.
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Comments
Part of the agreement vendors have with Daz is that Daz handles support.
What would you expect a vendor to do differently? given that they made it, odds are very high it worked for them. How exactly are you expecting them to somehow magically fix it so it just works without any information as to why it might not be working? Regardless of who you're in contact I'm not exactly sure how you expect to avoid that part
But to get that I still imagine you had to tell them what specifically was causing the error - what steps you took that made it not work. and to do so you probably had to detail the steps to "reproduce the error". You didn't just say "this doesn't work" and then had a script fix sent to you.
I'm not disagreeing that there is a potential extra layer at DAZ, which has the potential to slow things down (though vendrs having to do all their own product support even when its someone asking what the render button does also has the potential to slow things down), simply that regardless of that extra layer to still have to detail what went wrong which is all that "could you reproduce this" really means
I just feel that a person that developed a product them self has a better shot at resolving a technical issue when it occures than anyone else. Even thought I am not asking to resolve a technical issue when it did't work, I am putting a request for a refund with a screen shot picture of a problem I am having . So why ask me all those questions and than avoid getting back to me when I ask if they will honor their refund policy or not.
many times, the problem is due to something unique to the user's computer such as software version, drivers, computer configuration etc.... Creators aren't computer technicians. Morover, a solution that comes from suport becomes a general solution that can be addressed in an update, a change in the product decription or requirements, that benefits all the customers. Meanwhile, the creator is probably not an exclusive vendor and may not a) have the time to deal with extraneous questions that eat into limited time, may be part of team which would have to be reassembled, may not speak english etc...
I would love to just ask them sometimes what a certain thing they used was in a promo image, given not all the time is suggested stuff listed.
Asking in the forums usually works.
Promo images are not always made by the PAs themselves (that's specially true for Daz Originals), so they may not know anyway.
It's why vendors give Daz half of the sale price. A lot of issues using some products have nothing to do with the product, and vendors don't want to get stuck explaining basic DS stuff to customers when they could be using their time in other ways.
I too like dealing directly with vendors on most issues, but that's life.