Loading...
> >

Faulty product: How long does it usually take until a ticket is answered?

13

Comments

  • SeraSera Posts: 1,675

    @Rymit DaZ3D  You can use the ticket number above, right? 

  • ZippyGuitarZippyGuitar Posts: 849

    Serene Night said:

    I am still waiting for 5-6 products to get fixed. Some tickets are over two years old.

    A kind pa fixed Yvanovich bun hair....something daz has failed to fix for years now.

     

     

     

     

     

    Wow, I thought I was doing something wrong. Should have known there was an problem... I stopped using it a LONG time ago. Waste of money... 

  • Rymit DaZ3DRymit DaZ3D Posts: 7

    fuzzynoir said:

    Rymit DaZ3D Here is a request ticket # for Daz to stop selling Graphic Art Cameras: 378818

    It's fine if you fix it instead, but continuing to sell it after it's been broken for over 6 years is ridiculous. 

    Thank you for reporting this ticket, but I see that is was submitted this afternoon. This thread is intended for tickets with longer responses (due to Covid and the number of tickets). Please note the current response time on new tickets is 2-3 business days. 

  • StarrynightStarrynight Posts: 37

    Rymit DaZ3D said:

    fuzzynoir said:

    Rymit DaZ3D Here is a request ticket # for Daz to stop selling Graphic Art Cameras: 378818

    It's fine if you fix it instead, but continuing to sell it after it's been broken for over 6 years is ridiculous. 

    Thank you for reporting this ticket, but I see that is was submitted this afternoon. This thread is intended for tickets with longer responses (due to Covid and the number of tickets). Please note the current response time on new tickets is 2-3 business days.

    This thread is actually intended to discuss how long Daz normally takes to respond, but ok. I hope you don't use the recent date as an excuse not to fix things.  

  • TaozTaoz Posts: 9,979

    dortybassa said:

    I have an open ticket created 4 months ago and updated 2 months ago.  Another open for a year and last updated 9 months ago.

    I also have a ticket opened 6 months ago about Interactive Licenses not showing correctly on Order Confirmation emails.  I know this was not working still on May 1st but was automatically closed 12 days ago with no update.   Guess I could test it out and re-open but I won't be bothering.

    Well look at that, interactive licenses now show correctly on my order history :)  Well done for fixing the problem after 6 months (applause)

    Have you checked they're all there?  Half of mine are still categorized as "Standard".

  • KrzysztofaKrzysztofa Posts: 226

    361013 is the support case number I have for Rin for Genesis 8 duplicate formula error (4 months old)

    357316 is the number for the issue with Emiko's lower jaw popping out of her face the second you apply any expression to her (3 months).

  • ReneWReneW Posts: 147
    edited June 2021

    376699 is the number for my ticket regarding the Sagatto character created by Spows that is corrupting G8M in Smart Content.  It has been 21 days and no word on the status of this.

    Post edited by ReneW on
  • cridgitcridgit Posts: 1,757
    edited May 2022

    Redacted

    Post edited by cridgit on
  • cridgitcridgit Posts: 1,757
    edited May 2022

    Redacted

    Post edited by cridgit on
  • 3Ddreamer3Ddreamer Posts: 1,313

    I just went to find the Ticket number (320901) I have had opened for over a year and found it was closed two days ago, last comment was a month ago that they were answering ticket quicker now.

    Why was this closed if the content hasn't yet been fixed and CONFIRMED fixed by the person who logged the call. I work in IT Support and I would never been allowed to get away with that.

    So @Rymit DaZ3D can you investigate why that was closed before the content was fixed.

  • Orphanslayer69Orphanslayer69 Posts: 98

    It took months and a request from me to elevate my tickets for an issue where my purchased product was disappearing to be solved. Thankfully the issue was fixed though I lost months of productive time. I wasn't going to buy Urban Sprawl 2 and a host of other things twice and though the specter of just stealing (what I already owned) loomed large I didn't.

    What galled me was months would pass and then I'd get an email saying if I don't respond in three days no matter where I was or what I was doing they would close the case.

    It seems to me that they are pumping out waaaaaaaaaaay too much barely tested product.

  • xyer0xyer0 Posts: 6,056

    cridgit said:

    Rymit thank you for making an appearance. It is a rare occasion to converse with a DAZ staff member here in the forums and I really think it would help your business to do so more often.

    I want to be furious about this but it has been the same for years now and I've become numb to it. But I have a deep resentment towards your casual disregard for legitimate errors that frustrate so many of us users (just look through the forums how many people have these kinds of problems and nowhere to go for help).

    These are my feelings too. So, I just edited the post and reposted.

    Obviously, we're bailing with a thimble. 

  • Phoenix1966Phoenix1966 Posts: 1,714

    Request #323090

    One year and two months waiting for a fix for this.

  • FenixPhoenixFenixPhoenix Posts: 3,118

    I have two tickets open since a year ago (last activity 5 months ago) both involving figures from the same PA having visible seams: 331884 & 332064. In both cases, they were able to reproduce the seams, so they submitted the bug. However, the ticket is still open. TBH, I haven't even checked if it has been dealt with given that I decided not to use that particular PA's products for promos involving LIE and Skin effects (to avoid customers assuming those seams are caused by our products).

  • cridgitcridgit Posts: 1,757
    edited May 2022

    Redacted

    Post edited by cridgit on
  • cridgitcridgit Posts: 1,757
    edited May 2022

    Redacted

    Post edited by cridgit on
  • barbultbarbult Posts: 24,839

    Customer service just marked another of my older tickets #300501 "solved" and closed for comments, without any message about why it was closed. Are they just closing tickets that have been open for a long time without doing anything about the issue? I submitted a follow up #379886. 

  • WonderlandWonderland Posts: 7,040

    I have one that's two years, one three, and three that are 8-13 days old. They just go into a black hole. 

  • Richard HaseltineRichard Haseltine Posts: 102,718

    usually adding a comment reopens them - I had to do that last week when a fix had one problem left over, and had an acknowledgement.

  • barbultbarbult Posts: 24,839

    Richard Haseltine said:

    usually adding a comment reopens them - I had to do that last week when a fix had one problem left over, and had an acknowledgement.

    It says "This request is closed for comments. You can create a follow-up.". There is no way to add a comment to the existing request. I had to create a new one.  

  • Richard HaseltineRichard Haseltine Posts: 102,718

    barbult said:

    Richard Haseltine said:

    usually adding a comment reopens them - I had to do that last week when a fix had one problem left over, and had an acknowledgement.

    It says "This request is closed for comments. You can create a follow-up.". There is no way to add a comment to the existing request. I had to create a new one.  

    Oh, I don't think I've seen that. Sorry.

  • barbultbarbult Posts: 24,839

    Richard Haseltine said:

    barbult said:

    Richard Haseltine said:

    usually adding a comment reopens them - I had to do that last week when a fix had one problem left over, and had an acknowledgement.

    It says "This request is closed for comments. You can create a follow-up.". There is no way to add a comment to the existing request. I had to create a new one.  

    Oh, I don't think I've seen that. Sorry.

    I've had that only a very few times. 

  • 3Ddreamer3Ddreamer Posts: 1,313

    They did that to one I had open for a year, I went to find the number to add it to this thread and found they had silently 'closed for comments' #320901 two days before. I'm guessing that means they don't plan to fixing the errors. So I don't feel motivated to cut Daz much slack with new faulty items - trusting them to fix things with issues is no longer true. It now appears the MO is 'ignore long enough that people forget, then silently close tickets to make their stats look good'.angry

  • jd641jd641 Posts: 459

    Rymit DaZ3D said:

    fuzzynoir said:

    Rymit DaZ3D Here is a request ticket # for Daz to stop selling Graphic Art Cameras: 378818

    It's fine if you fix it instead, but continuing to sell it after it's been broken for over 6 years is ridiculous. 

    Thank you for reporting this ticket, but I see that is was submitted this afternoon. This thread is intended for tickets with longer responses (due to Covid and the number of tickets). Please note the current response time on new tickets is 2-3 business days. 

    I have an older ticket that is still open but the problem still exists.

    Request #356371

    Honni 8's .sep file is not on the server, the tech at the time had the same issue and said she'd bring it up with QA and this was back in November 2020. I just tried downloading her .sep and it still gives me a 404 error.

  • barbultbarbult Posts: 24,839

    I have 81 open help requests. sad

  • cridgitcridgit Posts: 1,757
    edited May 2022

    Redacted

    Post edited by cridgit on
  • cridgitcridgit Posts: 1,757
    edited May 2022

    Redacted

    Post edited by cridgit on
  • barbultbarbult Posts: 24,839
    edited June 2021

    So what if they even were only metadata errors. Those should be fixed. How can they justify just closing your requests? 

    Post edited by barbult on
  • NorthOf45NorthOf45 Posts: 5,551

    I did check your list out of curiosity. I have all but the first one, and they all load (DIM Installed). There was one material preset error on Helter Skelter, and Parkside Freight collides with Parkside Freight 2017 (the Iray version) due to different geometry, but otherwise all functioned properly. Connect has been known to have waves of corrupted or truncated downloads (so I hear), which usually gives that Syntax Error - expected '}' or ' " ' 

  • cridgitcridgit Posts: 1,757
    edited May 2022

    Redacted

    Post edited by cridgit on
Sign In or Register to comment.