Daz 3D is part of 
Connect
DAZ Productions, Inc.
7533 S Center View Ct #4664
West Jordan, UT 84084
Licensing Agreement | Terms of Service | Privacy Policy | EULA
© 2025 Daz Productions Inc. All Rights Reserved.
Comments
@MeneerWolfman "There's way too many bugs the past year with products and simple things that should have been caught with Q&A that are not."
Are you unaware of the issues that the world has been struggling with for the better part of the year? I think it is pretty arrogant to presume you know what DAZ's objective are.
@Leonides02 "Lately, we seem to be getting a lot of requests from Daz for "patience" while we keep sending them money"
If you're that unhappy, stop sending money.
I get that people are frustrated with the state of things in 2020, but railing at a small software company, where ALL of the customer actions are voluntary, just seems pitiful.
Depends on the environment. In a small company, were support is limited a couple hundread internal users at most the reponse, 1st and 2nd level support can be done by the same people.
But if you provide service to a huge number of users, with a large volume that becomes a problem. 1st level support agent that responded to your ticket may be able to solve several of your sales issues. But Technical issues, is handled by a team that will not engage with a customer except special cases.
Modern Trouble Ticket systems have tools to help manage linked cases. From starting a "Problem" were several tickets are included and handled together to integrations of TT and Bug Tracker systems. While i personally had no problems with DAZ support, from some of the tickets i started that were related to general problems, it does show that they either don't have or not problerly use these tools.
No, because a user may take more time to test and answer than the technician that is supose to do it in the first place. Besides, i think the scenario explained by Serne Night is clear, and there is no reason for thech support to not test it before asking user for confirmation. And that is a key difference, one thing is User Confirmation, another is User Testing, you can only use "user test" when specific test on your side is not possible, like single account login issues or scenarios that cannot be replicated.
Almost all of my tech support issues were actually basic QA failures (of the sort that either there is no testing protocol or it is often disregarded). My experiences with tech support have varied from cold and fruitless to courteous and resulting in a functioning product. But I can't attribute the legitimate grumblings to zeitgeist.
Although I'd prefer advice to be framed more diplomatically than fastbike1 did, I---solely speaking personally---have come to the same conclusion: Get Over It.
After years of the same pattern, Daz's personality is firmly established. And as soon as I accepted this, I began moving toward the solution that applies to any relationship: Either I stay or I go.
If I go, end of conversation. But if I stay, there must also be an end of whinging (sad but true). I must accept their idiosyncrasies as they are and deal with them accordingly.
For example, rather than trying to purchase the store's new products at Daz midnight, I now wait until 5PM GMT (atm) when personnel have had an hour to handle the issues.
Rather than filling out a tech support ticket, I either fix the problem (if I'm able), return the item, or deal with it as is, if possible. The return policy really renders all whinging moot anyway.
Daz has Studio, a free, powerful---but clunky---program that they seem dedicated to improving along the very lines people have been pleading for, while also offering options for those who prefer more robust software.
Daz has the Genesis line which is unparalleled---by far---in realism, morphability, and posability for a 3D figure at consumer prices.
Daz has a roster of many of the most talented, painstaking, memory-efficient modeling and texturing artists on Earth, who obviously labour for love more than lucre.
Daz has the friendliest, most helpful customer service / sales support that I have ever encountered or read about, and that estimation is resoundingly universal among customers.
Daz has a community forum of helpful, knowledgeable consumer artists that obviously love to serve others.
Daz has a marketing team that constantly conjures up convoluted sales schemes and deals to turn shopping here into a puzzle-solving, money-saving surprise-fest.
But, on a daily basis, those same sales can get derailed by murky ad copy, dead links, and discounts that don't apply when carted. Them's the breaks. Like a hunk with halitosis or a soulless centerfold, you can't always have everything.
I'd like for Daz to implement its long-established standards consistently. I'd like the inventory rigidly categorised with required and add-on products religiously linked.
But if DIM works consistently, and I can actually open my account, put items in my cart, and purchase them, then I'll be OK. Therein lies the rub. This is what customers want. This is what shareholders demand. This is Job One.
nvm
I was just advised by Tech Support that they are running so far behind right now that responses can take several weeks.
I guess we have to be patient.
Yeah, just got one of those, too. Mine was not something I couldn't figure out, but still, it's a problem with a product, and should be fixed. In this case I even brought it to the attention of the vendor directly and got no response. Some vendors are really good about fixing stuff when you get in touch with them, and some live up to their handles.
I do have to chime in though about the lack of QA on products lately. I've gotten some JANKY stuff. dforce items that explode because their collision settings are wacky, strand based hair that has the settings all over the place, leaving me to fiddle for weeks until I give up and try *yet another dress* or *yet another long hair style*. materials missing, so on and so forth.
*Do* products even get tested or checked before release, or just their packages reviewed for prettiness? frustrated tone, but a serious question.
Given the type of issues, I really doubt that some products have ever been tested. Because the issues are so obvious. Install it, click on its smart contents, load a scene -- bam. And the feedback for my tickets before today's "guys, we are overloaded, sorry" message were 100% useless. To stay within the 30 days period, I have decided to ask for a refund. I dont know, perhaps this is the better way. Instead of trying to help fixing the problem, returning the product.
I can understand that tech support is overloaded, with that FUBAR store change, plus the new Studio version. But why should I make this MY problem?
Just wanted to state that I personally have nothing but great experiences with Daz sales support - always fast, friendly and very helpful! Never had to do with tech support though.
The bug reports were slow even before the pandemic. The 'times' may have exacerbated whatever issues are going, on, but, I don't think it is the cause of them.
This ^^^^
I bought a kimono outfit from xtrart-3d, loaded it on a base g8f, bent the hand and the kimono's mesh start tearing because they hadn't properly weight mapped the hand bone of the outfit. I reported it and weeks later got a fix. And this was a new release I bought day 1. Thankfully, I'm competent enough in Daz that I just reweightmapped it after I reported it, but how did no one "not bend the hand"?
Do they just load a base figure in the default pose, load the clothing, clothing loads then they approve it?
Before someone says we're being mean to Daz, we're paying customers paying for things that are broken right off the bat and then have to wait to get them fixed. I work in IT, Q&A has "one job". Will they get it 100%? No, they're human, but when we keep seeing basic things that we the paying customer discover within minutes of loading said new item, that reflects badly on Q&A.
And I should say too, if it takes several weeks for them to respond to tickets (which is what we're getting as responses now), they should hire more people. The split of what we pay for any that goes to Daz is supposed to pay for things like Tech Support. It's part of why vendors pay this split to Daz, to handle the tech support for their items. It's also not fair to the poor tech support reps to be stuck with a que that's more than they can handle because the company won't pay for more staff.
Tech support recently sent me 2 messages regarding two technical support tickets I wrote stating they have a high volume of tickets & it may be a while before they get to my tickets. And they've always done that within a couple of months after I open the ticket. They don't always get back to the ticket because the party needed to solve the ticket typically doesn't solve the problem as it's often the case the public beta / release cycle of DAZ 3D is quicker than the attentiveness to technical issues.
Also, many of my tickets are feature requests I don't expect to ever be closed, even if they add the features, unless I close them.
I have written one or two tickets about actual technical problems with presets, materials, or metadata but given the volume of new product those DAZ workers that do that stuff have I'm not expecting quick responses for those type of errors (which will never go away in the future unless DAZ 3D creates and enforce exacting technical specs for different classes of products sold in the DAZ Store).
That said, DAZ should invest in a automated testing set up that tests the validity of all presets that come with a products. They should never throw 'missing' texture or geometry or other preset errors.
Sales support usually gets back to me in less than a week but I wrote a ticket about the messed up 20% discount early this week and still haven't heard anything. I was expecting not to hear from them until December though which is fine for me as it only involved an Interactive License and not anything tangible that I must download or a hit on my bank account from a massive overcharge on checkout.
The thing is, the technical ability to support DS and Daz products is not something people are born with, and neither can you just hire anyone off the street to do the job. We don't know what efforts Daz has been making to tryi to hire new staff.
Also, for clarity because these terms are getting confused all the time:
QA: Quality Assurance - something that needs to be done in the design and production process. < The thing PAs are responsible for
QC: Quality Control - the verification that products are fit for purpose < The thing Daz should be doing before putting things in the store, since Daz doesn't create the products.
So basically PAs are to be blamed for any lack of QA and Daz for any lack of QC.
Bonus:
Q&A: Questions and Answers < The thing you do when you only prepared a 15 minute presentation and you're booked for an hour
Thanks for the clarification, @sevrin. It definitely helps focus the discussion!
I don't deal with DAZ customer support anymore. I just have a list of product creators I'll avoid from now on. And when I post images of characters and people ask me questions like, "did they fix that morph" or "does that character's eyebrows work", I get the impression I'm not the only one who has certain creators on their list.
wow, dear daz... you need sales support, tech support and quality support.
As noted missing textures etc are not technical problems .. they are failures of the approval process.
--
Seems that perhaps splitting those oft to a dept that can fix the issues.
Thus leaving tech support for technical problems. A missing texture is not something a tech can address.. they have to pass it on to where the failure occured.
---
Yes, sales support works very well but their issues generally are cut and driend.. I didn't get this because card didn't work etc.
---
As for the cursor disappearing.. that's a technical problem .. a bug... that needs to be fixed in programming
If daz or dim manages to create an extra library or two or lose it's pointers .. that's a technical problem.
---
But hey Daz... send me each new product just before release and I'll open them and see if they load
When I made product for Daz we were supposed to have the products beta tested before they were submitted to QA. I wonder if this is not happening with some of the vendors now. Perhaps Daz 3D should remind vendors to do this before submission.
Daz has by far the most responsive tech support of any 3d product I've used. Daz will actually change/modify a broken feature. This is not true for other programs in my experience.
And that suggests we should not expect a good product for our money?
Would you stand for this kind of response if it applied to a car you bought? Or a cell phone? Or if you often bought milk from a store and it was curdled most days, wouldn't you expect management to fix the problem?
A very long time ago, I was told that when you make excuses you're not making anything else - meaning you are not doing the job you are paid for.
I can give you an example. I like this one pa. They make hdri. There are consistent directory structure errors which would be apparent were they tested since it prevents them from loading. This is documented with tickets submitted to bug tracker multiple times.
They can be fixed by anyone with a knowledge of daz studio within about 15 minutes
How did this happen. Did the pa submit a buggy product and it was never touched or tested by the store?
Or did the directory errors occur during some process this product underwent after it was submitted and packaged for sale at the store?
Mistakes happen and buggy products slip through but if there are consistent buggy products getting sold there is a failure somewhere..
tech support show be stuff like trying to help mac users get their updates up and running because certainly daz beta tested the program enough before releasing it? Right?
----
I think I reported an issue to tech a long time ago which was finally switched to a bug report and disappeared.
----
If you duplicate something in Daz and then use the geometry editor .. it changes them both .. even though one is cube and the other is cube (2).
---
finally realized what the issue is when I imported a duplicate object into 3dmax...
Max says "oh dear, you have a duplicate surface name, let me rename that for you".
---
so with daz even though the object has a different name 2 or 3 etc.. if the surface name is the same the geometry editor attacks them both.
---
code
called when duplicating an object,
if object = object (2) then surface object 2 = object two surface
else
if not then rename object two surfact to object two surface.
----
oh,by the way, trying to working around this by using the geometry editor to rename the surface of the duplicate to default object 2 causes daz to have a fatal error.
granted it did try to rename it to default-object (2) ... which may be illegal in a surface name
but seriously just popping up a dialogue box saying "hey stupid no () in a surface name" would have been suffiecient
I see no reason for the program to kill itself because it's been dishonored or such.
---
maybe a subroutine to check for illegal characters in end-user filled dialogues?
What are you talking about? The post you referenced just said that they had a good experience and found customer service to be responsive. There's nothing in it about not expecting good product for money.
Other than Daz Studio, Daz doesn't fix anything. They contact PAs and then it's up to the PA to fix things. I've got stuff needing to be fixed going back months.
Over in PA Commercial Products, we often see PAs previewing WIP and eventually you see language to the effect that products have been submitted and a in a "QA [sic] queue". There may be a queue, perhaps to organize new releases into a theme or to avoid too many products in a single category to launch together or something, but there's precious little QA or QC happening, judging by how many really obvious bugs get through.
DS keeps the reference to the underlying asset when you duplicate an item. This is not a bug, it's how it's emant to work (it would be very wasteful if it created a whole new figure asset, with morphs, when you duplicated - not to mention the issue of whether the new asset shoudl be saved as such or embedded in the file, and how it would handle new morphs or other assets installed between saving the scene and reopening0. if you want to treat the duplicate separately you need to tell DS to do so - by saving as a new asset or by exporting as OBJ and reimporting.
I have done beta testing for a PA and sometimes we beta testers catch bugs in the product but more times the PA catches bugs in their product. Actually, in both cases, "bugs" mostly have been the style of the look of this product isn't what I (or another beta tester) think would sell best. We beta testers almost never win the argument to change the look or style of a product and that's not a surprise, it's not our product after all. Sometimes the PA will point out arcane problems with the product related to 3D modeling or texturing that a customer beta tester wouldn't even know to look for, you'd need other expert 3D modelers as beta testers to catch such modeling mistakes.
In some cases I've pointed out bugs in that I felt figuring out how to use the product would be unneededly obscure for the average home user and the PA would have to point out, "Yes, that's true but that's how these DAZ Studio (and all 3D programs) is designed so the PA has no choice in creating a preset that would be more obvious to the product buyer because DAZ Studio can't do it."
A good beta tester is essentially testing all presets for a product, all (supplied with that product) morphs, open/close sliders, all cameras, all lights, and all supplied render settings (don't test 3DL if not supplied them for example) and it's actually winds up being typically a minimum of 1 hour of work for each beta test iteration for even simple products. And for these sliders & presets we usually get 0 documentation about where there are or what they do so we are hunting thought the product for those things to test it. That's time consuming and error prone. Beta testing is not easy, or rather good beta testing is not easy. For complicated products it can be 3 - 4 hours to do each beta test iteration if you actually sit down to do all the needed presets, sliders, cameras, lights, and renders. LOL, it's one reason I'm glad to have switched to a GTX 1650 Super in my computer as you can get done with a beta test iteration much faster. I don't know how many people DAZ 3D has in their QA staff but they clearly need automated testing to help their staff with the amount of products that DAZ 3D sells.
I'm not even talking about non-obvious bugs like character morphs bugging the base characters. I suppose that stuff might be caught with an automated DUF scan, but I don't know enough about DUFs or scanning to discuss the matter intelligently. I'm talking about stuff like the Be Carefree outfit shipping at launch without textures or the Hagar displacement bugs that would have been apparent immediately upon loading the product into DS.
I think I found the issue with the "missing file" for Grovebrook Park. The file name is incorrrect in the download. There should be two files for the fountain ripples, one named predatron_fountainripples_01_n.jpg and the second is predatron_fountainripples_01_b.jpg. But in the Zip file and My Daz Connect Library, the second one is named predatron_ripples_b.jpg. I made a copy of the misnamed file and renamed it correctly. It still gives me the missing file error, but when I use the Locate function, it loads the Bump Map. Not sure if the error is related to having this product in My Daz Connect Library and not My Library
I hope they create an Update to fix this issue.
An update to the Grocebrook Park file issue. To fix the missing file error I had to copy the correctly name Bump Map to My Library using the same seires of folder names from the Connect Library.
I wish Daz had not messed with the way they placed and installed products. Between DIM, Daz Connect, My Library and now Daz Central, what a mess. Files are all over the place. I made the mistake of installing Daz Central not long after it was released, that totally screwed up everything. Took me a couple of days to get rid of Daz Central and clean up all the duplicates files and products.
I am scared to even try Daz Central again, not sure if they fixed all the issues that change created.