Is there a faster way than a support ticket? {RESOLVED}
WillowRaven
Posts: 3,787
I get frustrated because these sales sometimes happen so fast, and I want to get store credit for things I bought in the last 30 days that are now on sale, so I can get more stuff, but support tickets take days, sometimes after the sale or window of opportunity closes, to get a response.
Is there a faster way to get customer service?
Post edited by DAZ_ann0314 on
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No, all support is handled by Customer Service, and tickets are handled in the order in which they are received.
So basically, I'm crap out of luck on ever getting assistance before a sale ends ... lol. I miss when I could just call and have results in a few minutes.
The problem there being while a CS agent was dealing with you on the phone they could probably have processed quite a few tickets from the stack, plus of course a phone service is a service that only helps a portion of the user base.
Yeah, well, I spent a lot more money when I had faster service, too. I used to spend $200 - $300 per month on Daz. Now, maybe $100 a quarter.
And a phone call took five minutes. Typing an email asking me to clarify the problem, or to explain something that requires at least three responses over a week long series of emails is MUCH more efficient, lol.
I run a business. If I only gave one contact option to my worldwide clients, I'd lose a lot of clients
The important question is would you pay higher costs so that Daz could hire more support people?
Well it could be worse, they could have one of those oh so helpful help lines
If you want this dept press 1, if you want that dept press 2, if you wnat the other dept press 3, if you are not sure which dept press 4, so you press 4 and then get, If your enquiry is about this, press 1, if your enquiry is about that press 2 if your enquiry is about the other press 3 if your enquiry is about none of these then press 4 and hold for one of our advisors, then after holding for some unspecified period of time with yuk muzak blasting out, you actually get a real person, who helpfully says, after you have explained your problem, "you should have pressed 2 in the first list of options. You will need to redial the number and try again"
And yes that was exactly what happened to me the other day. Needless to say I then searched to see if there was a way of doing my query on line.
My point is, I WAS buying more, thousands of dollars more per year, when I was able to get service on the spot. Now, I buy only a fraction what I used to. Not because my own business has dropped (it actually doubled in 2014 compared to 2013), but because I have moved to vendors with better/faster service.
When I want a product, I want it now. Not a week from now ... not after a sale has ended, not after I wait a week to get more information about a product because I can't directly contact a vendor and have to wait an additional week for the person who responds to my support ticket that they will contact the vendor for me and that I MIGHT get a response from them.
Most people are spontaneous buyers. I am not outside the norm. This is why stores have products in the aisles and at check-out. We may go to the store because of a sale or for a specific item, but we buy extra while we are there because we are spontaneous creatures.
It is proven, if you let the buyer hold products in their cart, whether it be online or in a real store, waiting in/on a customer service line that takes days, sometimes weeks to respond, hence missing out on sales and need, carts empty.
If they want more sales, they need better service. That's just business.
But that was a business I was trying to get in touch with, and a major business at that.
Maybe DAZ should do away with letting users return something just so they can get it at a cheaper price (I have never used this "feature"), don't know many real stores that do that, especially the ones I manage. Then the problem would solved.
Surely you can just get the ones you want now and wait for the "fix" on the ones you already have.
I'm not trying to return it. Just to get store credit on the difference. And every store I have ever dealt with, even walmart, allows for that, lol.
And I've bought things during the sale before and waited for support to refund previous purchases. It takes forever. And in the interim, I'm out funds for the same product two times.
One time it took three months to get anyone to respond, and by then the response was 'it was purchased outside the 30-day window.'
Don't get me wrong. Daz is my software, even though I had to be pulled kicking and screaming from DS3 to DS4+. But I already
I just can't figure why a company that used to be so good at customer service can go so down so fast. What happened?
Anyway ... Support ticket is in and I wait. I was just hoping there was a speedier way ... some trick I didn't know about. Not trying to create hate and discontent, lol.
It's Sunday in DAZ land. There wouldn't be anyone there. Unless there was a huge promo going on, I have had refunds using Zen Desk in 1 to 2 business days. Once or twice, I've submitted tickets in the morning and had a refund by late afternoon.
As far as how it was and how it is now, things change. DAZ has been through a merger and a changing of the guard. Not to mention the store being on it's second overhaul.
As for Choe's example: yes businesses are now like that. I've been trying to deal with Liberty Mutual (auto insurance). My agent listed on my insurance card supposedly has a local number. I call it and I end up connected to the Liberty Mutual Call Center several states away. After a whole lot of button pushing, I end up with some idiot who has not concept of NYS No-Fault and NYS DMV regs so they end up giving me useless info.
You are living in a different world than me, obviously.
The only store I know that does partial refunds is Daz3d ...
You are living in a different world than me, obviously.
The only store I know that does partial refunds is Daz3d ...
I have to agree.
I don't know any "normal" stores where you can buy something one week, and if they have a sale the next week, you can ask for the difference back!
What I do is take a screen shot of the sale price, so if the sale has finished by the time CS get to the ticket I have proof that that price existed. before I started that CS weren't aware of the sale and didn't give me the credit. I started doing that when a pile of David 5 stuff suddenly went on sale a week after David 5 was released and I had bought them.
Honestly? Ya'll have never received a sales flyer in the mail, showing a sale price on an item you paid for full price on? They especially do it while items are on layaway, at the full price. If it goes on sale, and you point it out to them, they give you the difference or adjust the total.
Also, we are doing it on Christmas gifts right now. We paid a higher price on some clothes, at both JCPennies and Sears, and they both have 60-day return/exchange policies. We just return the items for the original price we paid, or exchange them, and get the difference in either a store card or on the credit card we used.
Carnival shoes also has a 30-day return policy. My son's shoes continued to hurt his feet after wearing them a couple weeks, allowing time for them to 'break-in', as all shoes need to do. So even though they have been worn and walked in for almost a month, they allowed us to exchange them for a different style shoe, which happened to be on sale, and they gave us the difference back in cash, since I had paid in cash.
Maybe ya'll don't realize stores do this because you don't ask about return policies, and just assume they no longer exist?
Anyway, good idea about the screenshot idea. Although, in this case, it doesn't help me much. I wanted to use the store credit funds to purchase the sale items.
I did receive a second generic message from them today, letting me know they'll get back to me when they can, and to check the forums or knowledge center for potential answers, in the meantime. lol
Yeah!
I just heard back, for the second time today, and all is resolved :D I even have a little left over to buy more stuff than I hadn't planned on just yet, lol.
This is the first time it's ever worked so smoothly. If CS watches the threads,,, Thanks :D
I have to agree.
I don't know any "normal" stores where you can buy something one week, and if they have a sale the next week, you can ask for the difference back!
Here's one list, far from complete.
http://lifehacker.com/all-the-stores-that-will-give-you-a-refund-if-a-price-d-1661273299
Here's a few of the places on the list that I've actually shopped at.
Abercrombie & Fitch, Amazon, Banana Republic, Best Buy, Costco, Dick's Sporting Goods, Home Depot, Kohls, Nordstrom, Sears, Target, Wiliiams & Sanoma.
I think it's you that's living in the "different world", because I expect this at pretty much any store. It prevents people returning stuff to rebuy it. In fact, a lot of stores will give you and adjustment if some other store puts it on sale, to keep you from returning it there, walking out the door, and rebuying it somewhere else.
Lol ... That's not what I am saying at all. I know a store's return policy because they are either open about it, like Sears and Shoe Carnival are (both volunteered the policies at check-out), or I ask, like JCP (where they show on the receipt that it should be kept and is needed for returns, making it clear returns are permitted, they just don't explain it at check-out).
I am not asking for a policy to change. Just that the existing policy be assessable when needed.
And just because I have money to spend, why should I spend more when there is already a return policy in place, just because a store's staff doesn't like the hassle of servicing customers in a reasonable amount of time?
If staff doesn't like dealing with customers taking advantage of existing policies, then they shouldn't be in a customer service business.
What I really find amusing is how fast people get uppity just because I asked if there was a faster way to reach CS than a support ticket. I've had several negative experiences thanks to the current support system and was just hoping ya'll knew something I didn't, like a new feature or system. That's it.
Geesh!
Wow ... thanks :D
I didn't even know such a list existed. Now I don't feel so strange that I take advantage of such policies.
I even saved the page to my bookmarks for future reference, lol.
I have to agree.
I don't know any "normal" stores where you can buy something one week, and if they have a sale the next week, you can ask for the difference back!
Here's one list, far from complete.
http://lifehacker.com/all-the-stores-that-will-give-you-a-refund-if-a-price-d-1661273299
Here's a few of the places on the list that I've actually shopped at.
Abercrombie & Fitch, Amazon, Banana Republic, Best Buy, Costco, Dick's Sporting Goods, Home Depot, Kohls, Nordstrom, Sears, Target, Wiliiams & Sanoma.
I think it's you that's living in the "different world", because I expect this at pretty much any store. It prevents people returning stuff to rebuy it. In fact, a lot of stores will give you and adjustment if some other store puts it on sale, to keep you from returning it there, walking out the door, and rebuying it somewhere else.
LOL
I am German ...
Certainly a different world.
;)
Moral of this story, kids: Murican' business! :lol:
Geez, all of this because they were closed on a Sunday??
I have had to work/deal with CS multiple times in my 6+ years here and have at the most only had to wait a max of 3 business days.
Unless of course I submitted a ticket late on Friday, then it would get resolved Monday or Tuesday. Still max of 3 business days.
Oh wait, there was this one time that I submitted a ticket and it took 4 days. I had typed the wrong order numbers and confused the hell out of them.
Went back and forth for a day trying to figure out what I wanted, but she was still very sweet and helpful, so I'll count that time as 3 days max too lol :)
I don't see their phone number on the contact us thing anymore, unless I'm blind. Never used it before, but then again that would've only been good for those of us
in the states and during their open hours.
Well, at least your issue is resolved now... :)
What's crazy is, I didn't start the thread to complain, because I knew I had submitted on a Sunday and that Daz was closed. It was just a simple question, 'Is there a faster way?'
However, due to past experiences, I had never, until this particular instance, gotten any real responses in under a week, other than the automated 'we'll get to you as soon as we can' notices. I have missed out on many sales because I didn't get a response to product questions or check-out/cart problems before a sale ended. I have also purchased products that didn't work or wouldn't be released for download and literally had to wait three months for a solution.
Due to past experience with slow-moving support ticket responses, I was asking an honest question as to whether or not they was a faster way so I could try that, as well, so I could take advantage of the sale. Where all the drama came from about 'no other stores allow returns', I have no idea. I must have hit a retail worker nerve, lol.
What I also find curious ... For the first time ever, I received support of my ticket the very next day, after my innocent query went persnickety. Makes one think the two are related.
Daz is my only source for dynamics, and my first stop for new environments and props. The only thing I don't buy often is stuff for genesis because I only use genesis under duress (like for creatures). So Daz is still my first shopping stop for supplies. I just wanted to know if there was a better way to reach my store. That's all, lol.
Drama, drama, drama ...
Most likely it is a coincidence... after years on this board, it is pretty clear that they are being honest that most of the admin staff don't read these boards and that they have a formal process to submit tickets. More likely, it was chance and supply/demand so your ticket popped up next.
I understand your situation, I read the thread. But this topic quickly turned from asking a question to going into accussing DAZ CS of poor service before the 'no other stores allow returns' thing.
I agree it could be coincidence that your inquiry got resolved more quickly after the creation of this thread. Though I seriously hope this is not going to become the norm, the forum is already cluttered with enough inquiries that should be directed to CS and are not.
Sending an inquiry directly to DAZ about your continued slow-moving responses may have better results than making threads like this. You say you know how the return policies of stores work then I'm sure you also know how to esclate through managment the same way.
Submit your inquires, show them the response times, demand from THEM an answer and fix. Work with them to find out what is delaying your inquires. How are us other forum members going to help you or fix this?
What starts the drama is the constant complaining and blaming DAZ threads that keep popping up that strikes a nerve.
Again, all I was asking was if there is a faster way that I don't know about, and right away, people get testy.
I am not the only one whose has problems getting responses in a reasonable time. As you note, complaints are all over the forums, and have been for years, proving my point ... that many are hoping to find a better way than what's being offered. Heck, the fact that we are still here should tell people that we are hoping things will get better. If we didn't like the product, we'd just leave, as so many others have.
I admit, I posted the question in frustration because this happens ALL OF THE TIME. It's not a rarity. But I didn't deserve a personal attack on my buying practices and being 'one of THOSE' customers.
I also posted {resolved} in the subject as soon as it way, and thanked CS, if they happen to read the threads, and how impressed I was at how this time, (compared to the dozens of instances over the last several years), that I got results in anything resembling within a week. I thought posting {resolved} would close the topic. But did that stop the personal onslaught? No.
Why people come here; to the 'common' thread for CS questions is because we don't get answers when we need them. Why are my buying habits more of an issue than the fact that there is an obvious problem with customer service the way it is?
I am not picking on an individual person, or anyone's character. But facts are facts. Service needs work. Whether it's added employees or something automated, there's room for improvement.
Now, since the problem was deemed resolved, both in the subject line and in the thread ... posts ago ... can we move on to the next thing ... because it's obvious the nit-pickers have no such problems.
Since the issue has been resolved and the questions you asked have been answered and the conversation seems to have run it's course, we are going to go ahead and lock the thread. :) Glad everything got taken care of :)