RE: What's up with the lack of communication?
rbaker1956
Posts: 40
So currently, we are in the midst of a total systems server issue which prevents anyone by any means downloading their purchases. This has been going on for at least two days. What's more, this issue happened last year in the Fall. As a Mac user when Mac moved to OS Big Sur, DS 4.? stopped being compatible. In essence, if you owned a Mac, you needed to either, revert to an older OS ( Catalina or older) or go without . That dragged on for 9 months. So the issue isn't the problems, themselves, it's the total lack of transparency of any sort site wide. " We need to communicate this to our customers." It's all crickets on this site. Not a banner letting you know, that even if you buy you can't download. Even if you buy, you can't use on a Macintosh. Sorry guys, it's just unethical, and foments really ill will. Most people including myself, believe in the company, and want you guys to succeed and prosper. A lot of people including myself have spent an enormous amount of money over the years here at DAZ. You at least owe us the respect of transparent clear honest communication, and not some bizarre " Caveat Emptor" approach to communication, that requires us to dig through the forums to find an answer ( that rarely is posted anyway) about what's going on, and what Daz is doing about it. You guys can post banner after banner of " sales" info and discounts, but you can't let us know there is a problem? You're fraying my goodwill, with this approach. I get you want my money. I get that you " need" my money. My question is, " what happens when I have an alternative, how much of my " loyalty" do you think you've earned with this approach? Food for thought for the suits upstairs.
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Comments
I understand your frustration, but I've had zero problems downloading products which I just bought. And I just downloaded everything I have bought since September 4th, so it was quite a big download. I am using DIM without problems. I have heard from a few other people they can't download anything since yesterday, so it appears to be hit and miss so perhaps Daz can't isolate who it is happening to. I hope it clears up for you and the others though!
Wish I could say I was one of the ones having no problems, but it's happening to me too. But I got time to wait. It's just my hobby and I can do other stuff, but I still don't like it much ;). Hope they get it fixed soon tho. Maybe they should at least make a forum post.
It's pretty random even in relation to the products. Can't download an update for Karsyn HD character, can download another product.
The thing is for me anyway is that some things might download while others refuse to download..
Yeah, my frustration, isn't with the experience itself ( although to be sure, that is frustrating. ) My frustration is the lack of direct communication from Daz. One time happening, it's an oversight. Three times happening, it's company policy. Threads get closed down by the moderators,( to be fair I'm not shoot at the " greek messengers" here.) there is NO Official banners or alerts on the home pages. So there seems to be a policy " don't let anybody know, it might stop sales!" approach. I don't think that's right or ethical. There are ALWAYS going to be technical problems, that's the nature of the game. Being honest and forthright about them and treating your customers with the respect of honesty is kind of a bottom line deal to me.
Perception is a big thing. I haven't been able to download my purchases for 36 hours now. Maybe more. I lost count.
Many other people have reported similar situations.
In that time I have not seen a single "DAZ" prerfixed account post in the forum. That creates the impression, true or not, that DAZ is not engaged on the issue.
Perception. Even if it is just to say "we know there is a problem, we apologize, we're working on it."
Sunday in Utah. I'm sure we see some action on Monday morning.
Or Tuesday as Monday is a holiday in many places.
Like others I have a random mix of stuff, some of which won't download in DIM, DC or manually.
Things go wrong, I accept that, systems like these are complex. What is unacceptable is to provide no communication. I work in a similar industry and if I had an outage on this scale, I would be communicating hourly with my customers, even just to reassure them that my top developers are investigating as a priority.
And closing threads of angry and frustrated customers isn't exactly great customer service either, is it?
The Big Sur issue was acknowledged and a rough ETA for when they hoped to be able to offer a solution, at least for testing purposes, was given. Once there was more to share (the plan for a pre-beta version of DS, then the subsequent ability to make a 4.15.x.x version that worked) there were announcements. I understand that a lack of regular bulletins is frustrating, but if there is nothing of substance to add then bulletins too would rapidly become frustrating.
I find it hilarious the way all the threads about "DIM doesn't download" are being swatted down.
Yes, I understand that the moderators don't want to chase replies in a zillion different threads, but if you don't leave at least *one* of them open for posts, new threads are going to spring up like dandelions. The rest can be merged. I realize the mods are getting direction from above, but somebody somewhere along the line doesn't understand how forums work on the internet!
I don't think the weekend / holiday will matter in practice. There will be procedures in place, and some poor guys will be under a lot of pressure to fix it I'm sure. They have my sympathy...
On a more constructive note, can I just check? For me, it's not just DIM, it's also DC. Is that what other people found?
Richsard, don't take this the wrong way. I am not saying this to diminish your efforts.
You are a forum moderator. You're not officially DAZ. The wording of your status message implied that you have as much insight into the situation as the average customer. Things like "we've sent the info," "we were told that," and "when we have" do not reassure customers.
The lack of a "DAZ" prefixed named commenting here gives the impression that things are indeed being left until Monday to be investigated.
I'm not saying this to be an a-hole. I'm saying it so that DAZ can understand the perception they are creating.
I've never had the impression that any official DAZ representative cares a jot about what is said on the forum. When one of them makes a rare appearance here, we are all full of gratitude for the crumbs of news that they allow us to peck at.
Unfortunately, this is exactly my perception by now, and of many others I reckon.
I had to comment... Is the perception that I'm being an a-hole? :)
Just kidding. Trying to lighten the mood.
Manual downloads are also affected.
Yes, a little note would have been nice.
I posted my initial message at around 2AM on 10/9. At that time I believe I was the first to mention an issue. It's now 4:30PM on 10/10. 38.5 hours, so not quite 3 days.
Just want to set the timeline straight.
What a great time this has to happen lol. My hard drives all failed at once, that was a new one for me. Never had one fail ever, usually replace with a larger drive before it even starts having any issues. And poof, all my 8TB die at once. So this weekend I got my replacements and have been installing everything from scratch. I get my programs all installed, except DS. Try to download it and I get this. Wonderful timing, really.
The amount of irony if you get an official response would be enough to halt the entire internet in it's tracks .. ;)
I'd just begun gearing up to work on a new piece, attempted to download assets for it, got repeated "Download Failed!" messages in DIM. Can't download directly, either - though updates to products existing on my local downloaded and installed without issue. So yes, it's a problem, not limited to Mac users, and quite frustrating.
Good news everyone! Renderosity's downloads work just fine!
What a wonderful moment to save money and stop buying things from DAZ!
I'm sorry for the furstration you all are feeling. We've been actively investigating, however because it's not impacting all customers it's been difficult to trace. This problem is being actively worked on and we expect resolution soon. Thank you for your patience.
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Most people understand servers crash from time to time. Facebook recently, anyone? Heck, I've been in DAZ's shoes. I was the engineer of a computerized switchboard for a prepaid calling card company. The server crashed, and I had 2,500 angry British tourists yelling at me because they couldn't call home on our cards. I've never been cussed out so charmingly. I told them what the problem was and manually put their calls through while we repaired the server.
DAZ doesn't need to go that far. No need. Just an official message where everyone can see it. A simple "We're experiencing technical difficulties. Downloading is inoperative. Please be patient." Done.
If I had known I couldn't download my new goodies, I still would have bought them knowing I couldn't play with them until Wednesday. But the silence and attitude sends "negative waves." Enough of those, and I'll get ticked off enough to ask for a refund. That won't hurt DAZ. It will hurt Addy, Zeddicuss, and me.
The frustration is more to do with the lack of information, as the subject title of this thread makes clear. It has taken 3 days for you to comment but I sense that you are still being cagey. What does "soon" mean And will we get an explanation once it has been resolved?
I am not a professional so I don't need access to assets that are required for commercial projects therefore I have just stopped looking at the store pages and the sales because there is no point in buying anything. I will look again when I can be sure of downloading my purchase.