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Comments
...yep, still happening.
Welp, after many times hitting F5 on the page, I was at least able to grab daz studio again lol. Goz and LAMH came through too, maybe it's fixed?
For what it is worth'
I was just able to download something that I had not been able to download for two days.
Fluke, luck, fixed?
I think its fixed :) yay
Can it please be company policy to make this type of announcement in a big red stickie on this forum, as soon as the problem is realized, and a general timeline of where the process is?
"We are working on an issue with the distribution network to some customers"
"UPDATE: 1:00pm - we have identified the issue, and expect to have content downloads for those customers available by [whenever]"
"UPDATE: [WHENEVER] - we have resolved the issue. If you are continuing to have an issue, please contact customer support. We will update this thread as needed"
Any customers who have time sensitivity for a solution can set up whatever alerts for responses suits them.
Keeps comms open and transparent, consolidates replies into one thread and mods don't need to remove or respond to many.
- Erik
EDIT TO ADD: I appreciate that technical problems happen, and I'm not in a huge hurry to download my content. I know I'll get it soon, because you are a legit business who delivers on their product.
This has been resolved! You should be able to download to without issue. The problem was caused by a recent server migration and has not only been solved for this issue but also for the future.
Thank you for your patience.
Thank you. It turns out that "soon" was really soon. :)
...agh, again this particular sale is affected by behind the scenes changes. really don't want a repeat of what happened last year.
Yay, confirming that I'm able to download with DazCentral all of the stuff I bought yesterday. A "me too" but a happy me-too, right?
Seriously, I do software support myself, so I appreciate the pain of "system down" issues.
Glad to see things are working again.
Maybe Daz should invest in a status page (https://www.atlassian.com/software/statuspage) for the store and DIM :)
Well, I feel your pain. Fortunately for me, this was kind of like the facebook/instagram outage--I read about it after the fact. :D
So, want to respond to Richard and Jessica. As many people responding to my post said much more elegantly than I, " It's NOT the technical issue", it's the communication issue. As I said before, it's not about you guys as mods ( tech support) it's about the " burying" of the communication. Putting a warning of the issue on the front page of the store( where everyone can see it.), is being pro-active. requiring your customers to rummage through various forums ( is it the commons, is it Tech support? ) where is it and which thread? I'm sorry Richard,not going to argue the point about Mac, but let's just say, your's and my experience of the situation is very different. We could argue about each individual issue all the way through up to this weekend, but that makes this issue a forest through the trees situation. I mean I could go all the way back to when Daz decided to " sell" Daz Studio, decided that that was a mistake and suddenly made it free again!. People were furious, but I suspect it was the thorough lack of communication and a plan to deal with the OUTRAGE before the announcement. Tech companies seem to have a serious lack of EQ when it comes to making sure that their customer base feels secure and wanted and acknowledged. If there is anything to be learned by FaceBook, it is how not to treat customers and how your messaging comes off. This company is in essence a service economy company. And while the fan base is significant, in terms of the overall population, it is miniscule. There is enormous loyalty amongst the customers. Why would you do anything to endanger that? That to me is just madness. Regardless of the way, you guys see it, to not make this issue " front & center" to the community, but somehow still have the effort to tout sales with new copy and graphics daily, sends a message. I'm not sure why that isn't readily apparent. My sense is, that it is apparent, and that Daz has factored that in, and decided to discount that. I'm here to say, that's possibly a fatal mistake, but you're not really going to get confirmation of that , until it's too late.
After living through some of the site upgrades of the past years, us old folks and Richard are like,
"2 days and fixed?"
ikr
Fixed on a Sunday over a long weekend too - that's not bad at all :)
I vote for using the sales banner popup to notify people of issues like this - not everyone uses the recent discussions filter to browse the forums - that will make it easy to find.
maybe intenet graphics companies but I've found most businesses have zero response policy anymore.
"Welcome aboard the Transparency Bandwagon folks! Our destination is ummm...errrr......."
There's also the DAZ blog. Certainly that would be a suitable place for status updates. That said, thanks to DAZ_Jessica for her responses.
My guess is they're generally unaware that the forums exist, and they think everybody is reading the blog.
I'm generally unaware the blog exists. But now that you mention it, they seem to have a lot of posts.
Welcome in the modern World of non-communication, where "blogs" replace really communication with the customers and not having a smartphone might severely damage your everyday life, as now it seems to be EXPECTED for everyone having one of those mostly useless devices... despite all the security problems that arise when one uses it for vital data exchange.
simple- put a notice on their front page when you come here..or every page, no different than the banner ads ..it could be red or something ... Sorry, we're having problems with dopwnloads. simple
Yeah J Cade, OP here. Yeah it was a bit snarky and not sure why, but my point was/is that DAZ does an incredibly poor job of communicating about major probelems with the website and or the software, and rather than post something on the front page of the store ( where most everyone can se it.) they say virtually nothing about it, for days on end and then they post something somewhere ( usually in the forums) that you have to scour in order to find some info. It's not like they even make a special attempt to make a Banner Headline in the Forum " menu". I think that's pretty bad customer relationships. It's not like it's going to stay hidden forever because most of the problems are "global" for a lot of customers. But what it does do is make sure those problems don't interrupt sales. Eh!? Really? I find that thought process far more telling than maybe Daz wants it to be. Either A) it's a serious cash flow problem or B) they're not confident in the loyalty of their customer base. or C) something else. It feels massively counter-intuitive to approach these problems, with this strategy. It confuses people, makes them MORE angry and MORE impatient, and errodes loyalty when it seems like the relationship is a one way street. I am old enough to remember, that customer service use to be a " thing", especially in the infancy of the " Tech revolution". I also know, that customer loyalty is something that takes a long time to build up, is the backbone of your sales, and can be undone very quickly by moves that feel suspicious or dishonest. You lose somebody, like that, for good. Acting from a place of goodwill, as opposed to "perceived" self-interest goes a very long way. So however they want to send it ( semaphore, telegraph, smoke signal, fax machine, beeper notification etc etc.... you missed some in your snark.) I really don't care, as long as they conscientiously get it out to the community at large.
I have no disagreement with that I liked the suggestion of using the orange banner myself, I was just resonding specifically to what I was quoting that blogs somehow represent the degeneration of comunication.
It would be better served if the DAZ developers updated DAZ Studio, DAZ Central, and DIM for giving us messages related to such technical failure events. Of course the same message could be a banner or footer on their web site too. Not a big deal if they don't as it's them making the money so you can bet they'll be fixing the problem(s).
exacty. plus me bing somewhat tired of it, I would not be thanking them too much for fixing the problems. They should be thanking us for holding on and still buying their products.
I would rather not have that kinda thing built into studio.....
It already is essentially. Many hundreds of megabytes in messages are passed from DAZ's servers to your DAZ Studio, DAZ Central, and DIM install every time you start DAZ Studio. The more products you have bought from DAZ Studio, the more messages from DAZ 3D to your local copy of DAZ Studio, DIM, and DAZ Central that entails.
The extra 100 words of a sentence or two informing a user once in a blue moon about a technical failure is nothing in comparison to the data already being received.