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Why is Daz Tech Support so bad?

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  • WonderlandWonderland Posts: 7,046

    I have tech support issues that have responded “We’re working on it” and still not fixed after 6 months. I keep responding “Any progress?” and get no more responses. 

  • Mark_e593e0a5Mark_e593e0a5 Posts: 1,599

    Well, they DID fix the missing shader in BodyScapes pretty fast. As wit QC, the new texture and interior rooms expansion for Grovebrook House installs the majority of file in Lost and Found. The same issues ever and ever again.... 

    As with installation, I avoid DAZ Connect and DAZ Central, as both methods have reliably proven to mess up my installed files. I prefer to stick to DIM. Taht one is rather reliable, so far.

  • SevrinSevrin Posts: 6,310

    The problem starts with the lack of time/expertise/diligence on the part of whoever is responsible for releasing items for sale.  If fewer items had problems, there would be less need for corrections, and Daz staff could focus on issues people are having with the software.  With all the new people starting to work with DS, I'm sure there are a lot of questions for help with very basic DS stuff.  No one's going to catch every problem with every product, but it doesn't seem like much effort is being made.

    Daz could even put out a call for volunteer beta testers, and they'd probably get quite a few people from the community who'd be willing to put in a couple of hours a week to help out, but that doesn't seem to be in line with how they choose to do business.

  • dawnbladedawnblade Posts: 1,723

    I submitted a ticket Nov. 7 for the missing file in Grovebrook Park, and there is an update in DIM today. It is fixed! smiley

  • maikdeckermaikdecker Posts: 2,974

    I've got an open ticket for the Witchykin Outfit for G8F because I noticed, when trying to adjust the fit of the hat, that none of the adjustment sliders on the hat's parameter tab seem to have any effect. I included a list of all the sliders that don't do anything.

    That was 3rd of July 2019. I got a message that the issue was reported to the Bug Tracker (9th July 2019) and that I'd get a message, if the issue would have resolved. Which has not yet been the case...

    It's not a vital issue... I guess, the PA should be able to resolve it without having to invest too much work, because it's probably only a minor glitch... typos maybe or whatever... still one and a half years later it seems still to be there...

    Who is that "Bug Tracker"?

    Of three other bug reports I sent to tech support one was resolved after about four weeks. Another was solved after two weeks. And the last could not be solved as tech support could not replicate the error, which was and error in the .duf file for an piece of clothing that just copied and not adjusted to use other the textures which it was supposed to use. As tech support could not replicate this, the .duf file must have had been magically altered when it installed it?!? I just resolved that issue myself, but wasn't really happy with this "solution".

    So, yeah, tech support IS hit and miss...

    Sales support on the other hand is 1st grade finest kind 100% satisfaction guaranteed service for me...

  • vwranglervwrangler Posts: 4,902
    Wonderland said:

    I have tech support issues that have responded “We’re working on it” and still not fixed after 6 months. I keep responding “Any progress?” and get no more responses. 

    Six months? Pshaw! I had one issue, a while back, that did get fixed ... a whole two years after the ticket was filed. I'd completely forgotten about it, and suddenly, got a response that the issue had been dealt with.

    I have another one open now that will be "celebrating" its first anniversary in another month. Aw, my bouncing baby ticket is getting older.... (In all seriousness: I do find it unforgiveable that the desperately broken product in question is still for sale in the store. I can only assume that it maybe didn't sell well, and isn't selling at all now, so they're not getting new tickets. But that's still no excuse for not pulling a product they know to have major issues.)

    I know it will probably never happen, but I really with Daz would come in and explain its QA/QC/product repair process. Maybe a little transparency would help us see why these issues are occurring so frequently.

  • TheMysteryIsThePointTheMysteryIsThePoint Posts: 3,027

    I get the impression that Daz is stretched super thin in every area a software company has, support included.

  • jardinejardine Posts: 1,205

    i've always had great luck with daz support, personally.

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

    j

  • SevrinSevrin Posts: 6,310
    jardine said:

    i've always had great luck with daz support, personally.

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

    j

    Except Daz staff is supposed to check those items out before they make it to the store.  That's one of the things PAs pay Daz to do.

  • Serene NightSerene Night Posts: 17,677
    jardine said:

     

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.


     

    No. If the store markets a broken item it is ultimately their job to provide a resolution or refund in a timely manner. These items are supposed to be going through quality control.

  • Catherine3678abCatherine3678ab Posts: 8,402
    dawnblade said:

    I submitted a ticket Nov. 7 for the missing file in Grovebrook Park, and there is an update in DIM today. It is fixed! smiley

    Thanks :-)

  • BejaymacBejaymac Posts: 1,897

    How many of you remember the old Mantis bug system DAZ used to use, it was an open system so anybody could see what was being posted, and could add extra info if they had the same issue.

    Each day the staff dealing with the system had to wade through a couple of hundred new posts, 90% of which were "stupid user" reports rather than bugs, this was all pre DS4 and Genesis.

    Since the switch to Zendesk I doubt very much if that's gotten any better, in fact it's probably gotten a hell of a lot worse, so it's no surprise some tickets can take several months to resolve, they probably got lost amongst the garbage.

    My main gripe isn't with CS, but rather the QA and PA's, some of the stupid mistakes I see should never have gotten off their hard drives, never mind past QA and into the store.

    Starting to wonder if they don't have a clue, or worse just don't care any more.

  • JamieMJamieM Posts: 356
    rcourtri_789f4b1c6b said:

    In my experience, tech support has responded within a reasonable time.

     No acknowledgement or response of ANY kind to a problem - more than a month (actually 5 weeks) ago.

    This does not encourage me to stick with Daz long-term

    no reply.PNG
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  • Mark_e593e0a5Mark_e593e0a5 Posts: 1,599
    jardine said:

    i've always had great luck with daz support, personally.

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

    j

    Sometimes, the PA's get blamed even if they did their job well. The latest "Police Billboard incident" had half of the package missing. The PA commented that he HAD submitted the full package to DAZ, and some parts got lost on the way to the store. And even IF the PA had not done his/her job, it is the QA/QC on the DAZ side that should ensure that uers can actually use the product. But that would require that someone 

    • loads the product into DAZ Studio
    • opens the product
    • clicks on e.g. a preload scene, a prop, a figure, etc. 
    • tries a render
    • ....

    And only if no obvious errors are found, that package (and EXACTLY that package) should be made available in the store. There could always be errors that are not obvious (e.g. scripts), but missing textures, missing props etc are easy to find.

  • TBorNotTBorNot Posts: 370

    If it was only just product releases, but the store is wedged up sideways and then news that they can't react to compiler changes because they don't have source code to all of their product?  This sounds like the middle of a far more serious problem.

     

  • AscaniaAscania Posts: 1,855
    Mark_e593e0a5 said:
    Sometimes, the PA's get blamed even if they did their job well. The latest "Police Billboard incident" had half of the package missing. The PA commented that he HAD submitted the full package to DAZ, and some parts got lost on the way to the store. And even IF the PA had not done his/her job, it is the QA/QC on the DAZ side that should ensure that uers can actually use the product. But that would require that someone 
    • loads the product into DAZ Studio
    • opens the product
    • clicks on e.g. a preload scene, a prop, a figure, etc. 
    • tries a render
    • ....
    • Find error
    • Fix error
    • Package up product
    • Miss that you made an error while packaging by inadvertly reverting to an old version or missing files
  • jardinejardine Posts: 1,205
    edited November 2020
    Serene Night said:
    jardine said:

     

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

     

    No. If the store markets a broken item it is ultimately their job to provide a resolution or refund in a timely manner. These items are supposed to be going through quality control.

    i've never had any problem getting a refund i requested.  it may take a day or two longer if there's a big sale going on, or if i submit the request on a weekend.  but i've never had to wait longer than four or five days.  next day service has been the norm, in my experience.

    what i was getting at in my post:  it's not daz tech support's job to fix the seam issues or displacement map distortions or messed-up ERC freeze side-effects in a vendor's product.  if a PA takes two months to get around to correcting bugs in a script, that's nothing to blame the tech support team for.  that's the artist's responsibility.  if customer service has tested the product, reproduced the problem, and brought the issue to the PA's attention (and maybe passed on crashlogs), they've done their job.

    yeah, the QA/quality assurance/product testing staff should identify these kinds of problems before buyers run into them...but that's a different kettle of fish.  and that's a different team, too, i'd expect.

    Post edited by jardine on
  • SevrinSevrin Posts: 6,310
    jardine said:
    Serene Night said:
    jardine said:

     

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

     

    No. If the store markets a broken item it is ultimately their job to provide a resolution or refund in a timely manner. These items are supposed to be going through quality control.

    i've never had any problem getting a refund i requested.  it may take a day or two longer if there's a big sale going on, or if i submit the request on a weekend.  but i've never had to wait longer than four or five days.  next day service has been the norm, in my experience.

    what i was getting at in my post:  it's not daz tech support's job to fix the seam issues or displacement map distortions or messed-up ERC freeze side-effects in a vendor's product.  if a PA takes two months to get around to correcting bugs in a script, that's nothing to blame the tech support team for.  that's the artist's responsibility.  if customer service has tested the product, reproduced the problem, and brought the issue to the PA's attention (and maybe passed on crashlogs), they've done their job.

    yeah, the QA/quality assurance/product testing staff should identify these kinds of problems before buyers run into them...but that's a different kettle of fish.  and that's a different team, too, i'd expect.

    Actually, if there's a problem with a product, CS sends the issue to QA[sic], who were responsible for checking the item before it got to the store.

  • Serene NightSerene Night Posts: 17,677
    edited November 2020

    In response to your second comment, it depends on who causes the issue. The store has now at least twice improperly packaging items submitted by pas. That is the stores job to fix. Also it depends on the tier you speak to. Not all tech support is tier 1 without the ability to solve minor issues, that may be true at daz but is by no means a universal truth.

    We don't know that. It isn't uncommon to have tech support test things, especially in small operations. I know at rendo testing is done by staff and volunteers because I was told this by a rendo admin. Who knows who tests at daz store. 


    Ultimately it is still not the customers job to decipher the inner workings of daz stores support system. It is the stores job to sell usable products. If they sell buggy products, there is a service level failure. if tech support isn't responding or tickets aren't being addressed that is still a service level failure and staffing issue that management needs to address.
     


     

    Post edited by Serene Night on
  • Daz Jack TomalinDaz Jack Tomalin Posts: 13,499
    edited November 2020
    Mark_e593e0a5 said:
    jardine said:

    i've always had great luck with daz support, personally.

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

    j

    Sometimes, the PA's get blamed even if they did their job well. The latest "Police Billboard incident" had half of the package missing. The PA commented that he HAD submitted the full package to DAZ, and some parts got lost on the way to the store. And even IF the PA had not done his/her job, it is the QA/QC on the DAZ side that should ensure that uers can actually use the product. But that would require that someone 

    • loads the product into DAZ Studio
    • opens the product
    • clicks on e.g. a preload scene, a prop, a figure, etc. 
    • tries a render
    • ....

    And only if no obvious errors are found, that package (and EXACTLY that package) should be made available in the store. There could always be errors that are not obvious (e.g. scripts), but missing textures, missing props etc are easy to find.

    You assume there is no risk of error between the final approved zip and the upload to the server.. and then assuming that every zip in the product is present and correct.

    Which is what happened in this instance.. :)

    Post edited by Daz Jack Tomalin on
  • SevrinSevrin Posts: 6,310
    Jack Tomalin said:
    Mark_e593e0a5 said:
    jardine said:

    i've always had great luck with daz support, personally.

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

    j

    Sometimes, the PA's get blamed even if they did their job well. The latest "Police Billboard incident" had half of the package missing. The PA commented that he HAD submitted the full package to DAZ, and some parts got lost on the way to the store. And even IF the PA had not done his/her job, it is the QA/QC on the DAZ side that should ensure that uers can actually use the product. But that would require that someone 

    • loads the product into DAZ Studio
    • opens the product
    • clicks on e.g. a preload scene, a prop, a figure, etc. 
    • tries a render
    • ....

    And only if no obvious errors are found, that package (and EXACTLY that package) should be made available in the store. There could always be errors that are not obvious (e.g. scripts), but missing textures, missing props etc are easy to find.

    You assume there is no risk of error between the final approved zip and the upload to the server.. and then assuming that every zip in the product is present and correct.

    Which is what happened in this instance.. :)

    So, this is a "the dog ate my zip file" kind of situation?

  • Mark_e593e0a5Mark_e593e0a5 Posts: 1,599
    Jack Tomalin said:
    Mark_e593e0a5 said:
    jardine said:

    i've always had great luck with daz support, personally.

    it's fair to bear in mind that daz support staff can't resolve issues that depend on a PA doing some problemsolving.  that's not their job.

    j

    Sometimes, the PA's get blamed even if they did their job well. The latest "Police Billboard incident" had half of the package missing. The PA commented that he HAD submitted the full package to DAZ, and some parts got lost on the way to the store. And even IF the PA had not done his/her job, it is the QA/QC on the DAZ side that should ensure that uers can actually use the product. But that would require that someone 

    • loads the product into DAZ Studio
    • opens the product
    • clicks on e.g. a preload scene, a prop, a figure, etc. 
    • tries a render
    • ....

    And only if no obvious errors are found, that package (and EXACTLY that package) should be made available in the store. There could always be errors that are not obvious (e.g. scripts), but missing textures, missing props etc are easy to find.

    You assume there is no risk of error between the final approved zip and the upload to the server.. and then assuming that every zip in the product is present and correct.

    Which is what happened in this instance.. :)

    Why can other stores selling DAZ content manage this rather well? I have not had any single issues with stuff bought elsewhere... despite the fact it comes without an installer and Smart Content data (the later being rather useless for items sold on the. DAZ store lately due to too many missing / incorrect metadata).

  • ZilvergrafixZilvergrafix Posts: 1,385

    I did a ticket someday...got a reply 2 years later asking for more details...

    anyway, does anyone have this product? https://www.daz3d.com/res-mortifera

    well, has an issue when you pose on viewport, is not visible movement until you release your mouse on  the Pose tool (I said POSE not POSER uh?)

    I was trying to send a ticket but really I dont want a response in year 2022 because maybe I'll work in Japan with Capcom and DS would be a thing from the past...

  • Serene NightSerene Night Posts: 17,677

    I don't have the critter ZilverGrafix, but it looks cool, so it is now in my cart. I'll take a look at it.

  • Noah LGPNoah LGP Posts: 2,617
    edited November 2020

    At the same time somebody find the time to develop Daz Central instead of fixing the existing download managers.

    Daz Central which is a new source of issues.

     

    The QA team of The Sims 4 is also very busy there is still a ton of things to fix 6 years later, I'm not surprised that Daz Tech support is overwhelmed.

    Even the PAs take a long time to fix their stuff.

     

    SickleYield didn't fix the too long path of several products (more than 255 characters, 1 year old ticket)

    Post edited by Noah LGP on
  • ZilvergrafixZilvergrafix Posts: 1,385
    Noah LGP said:

    SickleYield never fixed the too long path of several products (more than 255 characters)

    Do you have one character to mention?, I want to check if I have on my own runtime.

     

  • ZilvergrafixZilvergrafix Posts: 1,385
    Serene Night said:

    I don't have the critter ZilverGrafix, but it looks cool, so it is now in my cart. I'll take a look at it.

    Ok but embrace yourself with the issue of movement for that figure I mentioned before. cheeky

  • Noah LGPNoah LGP Posts: 2,617
    edited November 2020
    Zilvergrafix said:
    Noah LGP said:

    SickleYield never fixed the too long path of several products (more than 255 characters)

    Do you have one character to mention?, I want to check if I have on my own runtime.

     

     

    Installed with Daz Connect

     

    Beginning Update of "SY Genesis 8 Clones for Genesis 3"

    WARNING: ..\..\..\..\..\src\sdksource\cloud\dzcloudtasknotifier.cpp(178): Unexpected exception in runNextTask-runTask: boost::filesystem::create_directory: Filename or extension too long: "D:/Users/Owner/Documents/DAZ 3D/Studio/My Daz Connect Library\data\cloud\1_50977\data/daz 3d/genesis 3/male/tools/projection templates/tunics/sy tunic template genesis 8 male/uv sets/daz 3d/genesis 8/female/tools/projection templates/syv4clones/base"

    "SY Genesis 8 Clones for Genesis 3": Update Failed.

     

    Beginning Update of "SY Victoria 4 and Michael 4 Clones for Genesis 8"

    WARNING: ..\..\..\..\..\src\sdksource\cloud\dzcloudtasknotifier.cpp(178): Unexpected exception in runNextTask-runTask: boost::filesystem::create_directories: Filename or extension too long: "D:/Users/Owner/Documents/DAZ 3D/Studio/My Daz Connect Library\data\cloud\1_50281\data/daz 3d/genesis 8/female/tools/projection templates/dresses/dresses/sy dress template victoria 4/uv sets/daz 3d/genesis 8/female/tools/projection templates/syv4clones"

    WARNING: ..\..\..\..\..\src\sdksource\cloud\dzcloudtasknotifier.cpp(178): Unexpected exception in runNextTask-runTask: boost::filesystem::create_directories: Nom de fichier ou extension trop long: "D:/Users/Owner/Documents/DAZ 3D/Studio/My Daz Connect Library\data\cloud\1_50281\data/daz 3d/genesis 8/male/tools/projection templates/sym4clones/tunics/sy dress template michael 4/uv sets/daz 3d/genesis 8/female/tools/projection templates/syv4clones"

    "SY Victoria 4 and Michael 4 Clones for Genesis 8": Update Failed.

    Post edited by Noah LGP on
  • Ti77iMi77iCoTi77iMi77iCo Posts: 2

    Im still waiting for a simple courtesy reply from Tech support from over a month ago now. Must be just me but I always have trouble every single time with the so called help desk. Contacting them is easily my least favourite part about Daz3D..

  • SevrinSevrin Posts: 6,310

    Recently I've been getting form emails asking if product issues had sorted themselves out with an update to DS or video card drivers, with a note that the issue would be considered closed if I didn't reply.  In one case, I got this same email twice concerning the same issue.

    That's just insulting.

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