How long does it typically take for a respnse from Daz customer service?
lamoid_5f20d3e469
Posts: 301
I submitted a technical suppost request about a serious problem with daz studio 4.15.02 on windows 10 -- it arbitrarily resets all joints that exceed limits. I submitted it 21 days ago and apart from the immediate robo-response with a ticket number, I have heard nothing from them. It would be simply cordial if they updated the status every few days giving an estimate of when they might be able to start in on the problem and then once they do start on it sending a message like "we are looking into your problem now and will get back to you within x days." Right now with no feedback whatsoever, I have no idea if they plan on examining my issue at all.
If you have submitted a support ticket, how long has it taken you to get a response?
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Comments
It seems to vary a lot. I have one 12 days old that hasn't received any response either.
For one product issue request I got a response back 2 months later asking if I was still having the problem.
I wondering about that as well, I have a ticket for a refund that is now a week old. And usually these get answered relatively quickly (like one or two days).
It can vary. Sales tickets tend to be resolved quickly. Technical support issues are usually not resolved fast. You can always ask a question in the technical support forum.
Tech support tickets are hard to do because it requires exacting detail what your doing and how you did it. That is why it is so important that you tell them step by step what you did so it can be reproduced.
Sales and refunds are the only ones I have ever done here. My technical questions were answered on the forums here and I thank the community for that. Daz took about 2-5 business days to reach me back, which isn't the worse.
Submitted plugin download request for measure metrics and GoZ for DS v4.14 a month ago since the current v4.15 .dll files cannot be loaded in 4.14. Still waiting.for a response.
BTW, I asked the question I sent to tech support on the studio forum on 9 July (https://www.daz3d.com/forums/discussion/506801/what-happened-to-daz-studio-4-15-0-2-last-week). No answers from that forum (although people very graciously considered the problem and offered suggestions.) I've also just posted it to the Nuts'n'bolts forum. (https://www.daz3d.com/forums/discussion/513471/ds-4-15-xx-unlocks-joints-and-resets-joint-limits-upon-loading-a-scene) perhaps somebody there will know.
For me it varies. Once I got an answer within 48 hours, other times It's take weeks, and even other times no answer at all. I suppose it all depends on how busy they are.
Yes, and tech support is always back logged trying to fix the stuff you guys are reporting and the changes come out in the form of updates if it was managable without drastic improvments
I just watched a video claiming that Utah has been washed away
{Daz3d is in Utah}
Such events could certainly put a damper on services.
Title: Apocalypse in America! Utah was washed away by the pouring rain on Sunday
And so nobody screams at me for "poof" ... here:
320 houses damaged in a flash flood.
Sensationalist YouTube channel claims the entire state has been washed away.
That's YouTube for you
We use to know where to find the exaggerated stories. On the stand at the grocery checkout lane, in publications generically called "Rags" or "Scandal Sheets". Now the stories that are sensationalist, over exaggerated, and outright lies are pumped into our homes, our phones and our brains relentlessly. Responsible journalism is still around, as strong and as reliable as ever, but drowning in a sea of pseudoscience, agendas and lies. Responsible thinking is required more than ever.
Unfortunately responsible thinking is just as scarce as it always was.
Just to follow up on this. DAZ3D NEVER responded to the ticket I submitted nearly a year ago, beyond acknowledging that they got it. They never addressed my problem. They never solved it. Apparently they do not care one whit about user problems. Yes the software is free but a lot of us have spent a lot of money on content. I do not see that absolving them from refusing to provide help. Especially when they essentially provide no documentation for their products and the search engine on these forums is basically useless. My problem required me to spend many hours reposing figures, I continue to use the program because its posing capabilites are excellent and its renders can be exquist. But don't expect them will help you in any way even for bugs in their software.
Is the ticket still open? Sometimes tickets close themselves, perhaps a Zendesk bug.
I still have one open
Missing textures 2 months ago
I could go on and on about this but I won't.
I still have open tickets, yes - I was asking if that specific one was still open as a complete silence did sound odd (though of course we have no idea what was reported).
hm, no.
ZenDesk might have its issues, but we have a pharma customer using ZenDesk for its whole IT (approx. 50.000 "customers"), and I was involved in the testing and validation of that system. ZenDesk never closes a ticket on its own, unless it is configured to do so (ticket expiration can be set. If a ticket is not touched for a given time, the system will close the ticket)
So I just checked the ticket number and they closed it as "solved" even though they never contacted me with a solution nor did they solve the problem. Also their store is not working tonight. A troubled company?
The store issue was being worked, and I believe has been fixed (the issues I was aware of seem cleared).
ZenDesk tickets seem to close themselves sometimes, all I can suggest is opening a new one with a note of the old.
Was this in response to my ticket? If yes it's the one I threw a fit about. The Artist is still alive. Still hasn't been a thing said to me since I reported. No updates to the product.
Edited: Ticket Number404397 Missing textures 3 months ago
and is the ticket still open? I can't see most tickets to check, as I said above soem tickets do (or did) seem to be getting closed unintentionally.
Yes still open
I put a ticket in last night and it was replied to this day :-)
Support did send replies, but no fixes. Now, still nothing for 3 months now. I just didn't like what they told me. The PA is still selling his creations at DAZ, new ones at that, but hasn't had time to get to this, or??????
No sense of me blowing another gasket over it again.
There are different situations for the various PAs, like some fly solo, some are a team of 2 or more. Going forward, if a product requires a fix that the PA can't manage, and one isn't into fixing it themselves [some are real easy fixes, not a big deal, others more complex and 'not our job' as customers] - return it and you'll probably find like most of us do, some PAs we shop from more regularly that others. A few even have such a good rep that their customers will buy their new products hot off the shelves as soon as they're released no matter the cost. [which all things considered is quite reasonable at Daz3D]
Just FYI. I never received a response to my ticket from Daz. After the acknowledgement of receipt my ticket was completely ignored.
I submitted two support tickets about Product packaging issues on Saturday and got a response to both on Monday - obviously they were not working on weekends so I guess that counts as less than 24hr response. However, in my case both were much more simpler issues where I was able to pinpoint the exact issue and so it was easy for them to check/reproduce and confirm the issues.
In your case I imagine it is much harder to reproduce your issue - and if an issue with software cannot be reproduced in a test-able environment then it's almost impossible to fix.
Have you re-tested to see if this bug is still present in the latest version of Daz Studio? If it does I would try clearing your log, do what you need to do to reproduce the bug, then save the log and attach it as an update to your ticket along with as much relevant information as you can - e.g. The complete list of steps taken to trigger the bug, your full Windows version, full Daz Studio version and it's probably not overly relevant but wouldn't hurt to also list the driver version for your graphics card.
If you are not running the latest version then I don't think you'd get any fix as it does not make that much sense for a company to maintain multiple (minor) branches of software that they are giving away for free.
I've had reasonable response times for refunds but I'm going on two months plus on a rather severe account issue and another month for another possibly related issue (but even more serious) with a very lackluster response.
Not zero response, but it might as well have been considering the substance of the support teams' responses and the time between them.
My support response:
Missing textures
10 months ago
10 months ago
Open