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

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  • eric suscheric susch Posts: 133

    That's really unprofessional to just go thru and simply mark 21 issues solved in 2 minutes.  They obviously didn't read or investigate the problems.

    I've noticed a lot more issues with the newer DAZ products including the PC+ freebies.  It used to be that only the older products had issues.  DAZ quality control has really gone down hill in the past year or two.

  • cridgitcridgit Posts: 1,757
    edited May 2022

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  • cridgitcridgit Posts: 1,757
    edited May 2022

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  • barbultbarbult Posts: 24,839

    cridgit said:

    cridgit said:

    I just received a reply explaining that they've been testing the products and concluded the same, i.e. that it may be a DAZ Connect upload error. The polite and helpful message from Ryan has helped to bring back my hope, so I'll follow the suggested steps and hopefully we'll get these fixed. 

    Sharing an update: 4 days since I last heard anything from DAZ CS. Of my 46 tickets half are still closed from when they just went in and closed them. About a dozen products have been updated in DAZ Connect but the updates DON'T WORK ... still giving missing texture errors. And no further sound of movement or life. 

    So I guess I should have known not to have any hope. I knew it yet I did it anyway.

    There is just no end in sight ....

    The "end in sight" is to completely give up on Daz Connect. It has had problems for years, and they are getting worse. I only install with DIM now. I'm gradually uninstalling things from Daz Connect and reinstalling them with DIM. I set my Daz Studio preferences to never log in, so Daz can't force metadata updates through the Connect mechanism. I only work offline. My Daz life is immensely better since giving up on Daz Connect. 

  • GhostofMacbethGhostofMacbeth Posts: 1,673

    DIM is the only way to go for me. I also don't really have these issues that seem to be plaging other people.

  • ps2000ps2000 Posts: 278

    Quick update:

    Yesterday I installed my newest purchases using DIM and lo and behold there was an update for the faulty product (https://www.daz3d.com/boho-soul-kezia).

    I thought that the product at last has been fixed. But after installing the update I still get two error messages when I try to apply the textures from the texture pack.

    But at least the textures are added despite the error message and the product is basically useable.

    I guess I should be happy with that?

    Strangely my ticket is still open. 

  • NorthOf45NorthOf45 Posts: 5,551

    ps2000 said:

    Quick update:

    Yesterday I installed my newest purchases using DIM and lo and behold there was an update for the faulty product (https://www.daz3d.com/boho-soul-kezia).

    I thought that the product at last has been fixed. But after installing the update I still get two error messages when I try to apply the textures from the texture pack.

    But at least the textures are added despite the error message and the product is basically useable.

    I guess I should be happy with that?

    Strangely my ticket is still open. 

    Huh. It doesn't even show up in my DIM anymore. Just refeshed, the existing .dsx got updated, valid order number, still in my Product library. Other items from the same order are present in DIM. Another day, another mystery. 

  • KrzysztofaKrzysztofa Posts: 226

    The last time I had a product issue fixed, was when a thread was made about it and the PA saw it and stepped in.

    And now, oddly enough, I have refund request tickets that have been sitting for several days... did the CS team quit? surprise

  • NorthOf45NorthOf45 Posts: 5,551

    NorthOf45 said:

    ps2000 said:

    Quick update:

    Yesterday I installed my newest purchases using DIM and lo and behold there was an update for the faulty product (https://www.daz3d.com/boho-soul-kezia).

    I thought that the product at last has been fixed. But after installing the update I still get two error messages when I try to apply the textures from the texture pack.

    But at least the textures are added despite the error message and the product is basically useable.

    I guess I should be happy with that?

    Strangely my ticket is still open. 

    Huh. It doesn't even show up in my DIM anymore. Just refeshed, the existing .dsx got updated, valid order number, still in my Product library. Other items from the same order are present in DIM. Another day, another mystery. 

    Sorry, false alarm. I had hidden the original after I made a new package to work with the base product once it got corrected. I have the "Show Hidden" checked in Ready to Install, but it somehow got unchecked on Ready to Download. Now to see what's wrong with it...

  • NorthOf45NorthOf45 Posts: 5,551
    edited June 2021

    Re: Boho Soul: Kezia. Nothing has really been changed, only added lines to set the UV, which has no added value for this set since the UV isn't changing. All the pieces with Rigid Follow Nodes and attached parts (Ankles, Cape, Corset) are not using the Hierarchical Material presets like they should. The base outfit does, and there are different materials for each set, so there is no reason to omit them. Ironically, the metadata does declare them properly as Hierarchical Materials (as they were in the original set), but hasn't kept up with the redefined CompatibilityBase for each item, which is now "/dForce Boho Soul for Genesis 8 Female(s)/..." and not "/Boho Soul for Genesis 8 Female(s)/..." currently used for Compatibility, so none of the Kezia materials show up in Smart Content when selecting the clothing items. *Sigh* I guess I really should write that ticket...

    Post edited by NorthOf45 on
  • cridgitcridgit Posts: 1,757
    edited May 2022

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  • SeraSera Posts: 1,675

    I bought dForce Soft Breast for Genesis 8 Females a few weeks ago and it doesn't work. I waited three weeks for tech support and they didn't even say hello. So clearly they are still backlogged. For now, I will continue to stick to refunds only. 

  • cridgitcridgit Posts: 1,757
    edited May 2022

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  • SeraSera Posts: 1,675

    cridgit said:

    certaintree38 said:

    I bought dForce Soft Breast for Genesis 8 Females a few weeks ago and it doesn't work. I waited three weeks for tech support and they didn't even say hello. So clearly they are still backlogged. For now, I will continue to stick to refunds only. 

    I also have a ticket open on this product. They told me it doesn't work if installed under DAZ Connect and to try DIM. I haven't had time to try yet but you might want to give that a shot in the meantime.

    I only use DIM. That is definitely not a fix. 

  • xyer0xyer0 Posts: 6,056

    certaintree38 said:

    For now, I will continue to stick to refunds only. 

    That's my standing policy for the last couple of years. 

  • richardandtracyrichardandtracy Posts: 5,924
    And how long for a refund? I'm now waiting over a week because I have no way of downloading a plugin. Can only download a plugin via DIM. My only internet connected machine is an Android tablet. DIM doesn't work on Android. Refund requested. No response for a week.
  • barbultbarbult Posts: 24,839

    richardandtracy said:

    And how long for a refund? I'm now waiting over a week because I have no way of downloading a plugin. Can only download a plugin via DIM. My only internet connected machine is an Android tablet. DIM doesn't work on Android. Refund requested. No response for a week.

    Did you submit the request for refund as a "Refund Request" ticket, rather than a "Technical Support" ticket?

  • richardandtracyrichardandtracy Posts: 5,924
    Yes. Seemed sensible as that was what I wanted.
  • barbultbarbult Posts: 24,839

    richardandtracy said:

    Yes. Seemed sensible as that was what I wanted.

    It makes sense to me. I haven't submitted a refund request since they added that new category. We used to use Sales, when there was only Sales and Technical Support options. It used to take only a day or two. I'm not sure what the current expectations are.

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