8 and 6 weeks for support cases without action....
stga
Posts: 23
Excuse the grumpy tone here.
I have two cases, #358134 open since 30 Nov 2020, and #354839 since Nov 13.
Both received an automated "Our response times are considerably longer than usual" the day after being opened, then I got another automated "Due to the delay, many issues have already been solved" on 17th Dec, and they marked the cases solved. I had to add more info and tell them nope, the new DAZ version hadn't solved either and neither has seen an update since. Six and eight weeks of essentially ignoring technical support issues.
Does anyone know what is happening with DAZ Support? Their sales support seems fine, and I've actually had a couple of cases with sales support handled in between, but I'm wondering if they even have technical support anymore.
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
https://www.daz3d.com/forums/discussion/450021/why-is-daz-tech-support-so-bad#latest
You are not alone.
Doesn't help, probably - sorry!
Please be patient while we ignore you.
It is frustrating..yes, but CS is still swamped, hence the delays.
If it's an issue a product, or installation etc.. it might be worth asking on the forums.
Thanks everyone for responding.
Looks like I'm not alone. (Sigh)
You are not. I have two tickets in the queue that are now three months old, another two with two months. With things that should be easy to fix by DAZ, not the PA (incorrect or completely missing metadata). Another one I have fixed myself, by grabbing the installer file, re-zipped it and used Content Wizard... which created correct metadata automagically.
ask a refund.
Yeah I had two closed with boiler plate notices a few weeks ago. The funny thing was I had notified them one was fixed because of a forum post that led me to the solution for an older item (4-digit SKU old) and a new hair item that I had just given up and did the metadata fix for myself. But for the hair, what about new, inexperienced customers?
It has taken me years to get to the place I feel almost competent with metadata, since there are so few instructions on how to handle all the weird items that are released and what they do. Or did in the past. Tutorials focus on the easy things like clothing. What do you do when part(s) of a product is in 'My Daz 3D Content' but never makes it to the 'Smart Content' or 'Product Library'? I have tried giving it metadata and linking it to the product and while it clears the product sometimes out of 'Lost and Found' it doesn't get those missing items into the front end of Daz Studio where I work normally. And it is not worth the time to ask Daz about it, the question would sit and then be cancelled.
So what could Daz corp do to remedy this situation? I'm sure all Daz employees are conscientious and hard-working. Is it a matter of having not enough of them to deal with all the issues that arise? That's my guess.
Yea, that's correct.. it's being addressed as fast as possible, but there is a lag between that and dealing with the backlog, plus new tickets that are coming in.
What about asking some forum members to volunteer, e.g like some of the moderators do? As an incentive, offer them the product to keep, and/or some store credit. I am pretty sure metadata quality will dramatically improve.
I'm assuming that's been considered, but I'll pass along the suggestion in case :)
That's probably the best way to go. I've yet to have anything wind up in Lost & Found that I installed with Content Wizard.
Sales support is currently fast though, had an order problem solved within 24 hours a few days ago.
Yes sales support remains fast and efficient.
My gift card issue was resolved in a day, but The Legend is still missing morphs after 8 months. I think it can sometimes be the PAs, and not Daz.
The question there is whether/when QA notifies the PA that there's a problem.
Getting the gallery back online is in the queue too. :p
why a need for a gallery?, there is dA and Artstation, and there you can post any kind of work, period.
Because the gallery, attached to a product page, sells a lot of items. Money for PA's means more products for us. Everyone wins.
It's impossible to catch all the moods and possibilities of a product within the promo images. Attaching the gallery to a product page allows potential buyers to get a much better idea of what they might be able to do with that product. And enticing the imagination is what makes people add that item to a cart and check it out.
I'm all over the internet looking at artwork, reasearching trends and new ideas. But the gallery here shows me the possibilities for Daz products.
I assumed that was the case Jack. It's sort of a vicious circle. Too few employees on board means things get through quality control, which means the tech support people have more problems to deal with, which means delays. And add the site upgrade and COVID into the mix..... I can see why things are the way they are. It's unfortunate but I don't blame Daz for issues out of their control.