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How long? AKATerrible Customer Service

Charlie JudgeCharlie Judge Posts: 12,868
edited August 2022 in The Commons

How long should I wait for a reponse to a sales ticket before I assume it is lost in the system and open a second one about it? I have a sales ticket that has been open for over 8 days with no response to it.

Post edited by Charlie Judge on

Comments

  • hansolocambohansolocambo Posts: 649

    DAZ being free you can be sure that there is a huge amount of tickets submitted per day. 8 days in my personal experience is nothing. You're gonna have to be a little bit more patient than that. Good thing is that tickets are always answered and usually in less than a month (most of the time much less).

    Patience is the Mother of all Virtues ;)

     

  • LinwellyLinwelly Posts: 5,976

    patience, young padawan, patience

    really I woulodn't know, I've had tickets solved basically within 24 hours and others that took a month (though those were of technical nature, troubles with products not working as intended)

    I suppose you got the standart response that they will react in due time (not sure about the wording)?

    If no then I would send a second, if yes you could try with adding information to the first

  • Charlie JudgeCharlie Judge Posts: 12,868
    edited August 2022

    Thanks. It is hard to be patient. I usually have gotten at least a response (beyond the standard robo acknowledgement) to my sales support tickets within 2 to 3 days. This one is because I nver received a promised discount and DAZ seems to be ignoring it. While it received the standard robo acknowledgement, I'm wondering if it ever got assigned to an agent.

    Post edited by Charlie Judge on
  • Mark_e593e0a5Mark_e593e0a5 Posts: 1,598

    8 days for a sales ticket is rather long. I have never experienced a wait time that long for sales tickets. Technical tickets are a different beast, though. Sometimes it helps to add a response to your own ticket to push it back into focus.

  • benniewoodellbenniewoodell Posts: 1,982

    Yeah, tech tickets I've found take months, if they're ever responded to, but sales tickets have never taken more than a day or two. 

  • csaacsaa Posts: 824

    So far the tickets I submit for refunds are processed fairly quickly. No more than two business days.

    Cheers!

     

  • evacynevacyn Posts: 975
    Charlie Judge said:

    Thanks. It is hard to be patient. I usually have gotten at least a response (beyond the standard robo acknowledgement) to my sales support tickets within 2 to 3 days. This one is because I nver received a promised discount and DAZ seems to be ignoring it. While it received the standard robo acknowledgement, I'm wondering if it ever got assigned to an agent.

    I had the same issue that you did with the sale and I'm still waiting for a response. I'll keep you posted if I hear anything.
  • Charlie JudgeCharlie Judge Posts: 12,868

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

  • UnseenUnseen Posts: 658

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Not received it either and the ticket is still unread! Definitely bad customer service...
  • AllenArtAllenArt Posts: 7,169

    If there is a return policy of only 30 days, then there should be a rather quick turnaround of support tickets. Just my very humble opinion.

  • AgitatedRiotAgitatedRiot Posts: 4,437

    benniewoodell said:

    Yeah, tech tickets I've found take months, if they're ever responded to, but sales tickets have never taken more than a day or two. 

    I agree. 404397 Missing textures Five months ago Open.

     

  • Charlie JudgeCharlie Judge Posts: 12,868
    edited August 2022

    AllenArt said:

    If there is a return policy of only 30 days, then there should be a rather quick turnaround of support tickets. Just my very humble opinion.

    Straight forward returns seem to get resolved quickly; but getting the promised 15% discount is taking forever. It has now been 16 days and I still haven't gotten the discount. I'm thinking of asking for a refund of my store credit and all my purchases because DAZ does not seem to want to honor the discount and I don't want to deal with a store that employs such practices. I wish they would just give me back the $50,000+ I have spent over the years and I will wipe everything DAZ off my computer.

    Post edited by Charlie Judge on
  • mambanegramambanegra Posts: 586

    Not that it's particularly helpful, I recently had a ticket closed that was over 1 year old. They basically said they tried the product and it did work now (it was about a product that crashed DS every time I loaded it). I had to go digging for the product, since I had given up ever using it. It did work. So, obviously there was a fix in DS that addressed it. But...it did take a while... A more immediate response indicating they were working on it would have been nice, but I am pretty sure that never happened. I have also submitted at least one ticket each about missing or broken files that took weeks to get fixed. 

    I have only submitted a few sales related issues and I do believe those had a fairly quick response time. 

  • Charlie JudgeCharlie Judge Posts: 12,868
    edited August 2022

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Post edited by Charlie Judge on
  • evacynevacyn Posts: 975
    I'm still waiting too. I was hoping you'd hear by now since you submitted your ticket before me, but that's disappointing.
  • xyer0xyer0 Posts: 6,026

    "I will gladly pay you Tuesday for a hamburger today." Wimpy

  • frank0314frank0314 Posts: 14,258

    Charlie Judge said:

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Have you added a note or resubmitted. Sometimes things happen and stuff falls through cracks. There have been times where the system has closed tickets without them knowing which is why they have suggested in the past to add a note or resubmit if its been a long period of time. CS usually has a 3 day turnaround unless of extenuating circumstances that pushes it out further.

  • Charlie JudgeCharlie Judge Posts: 12,868
    edited August 2022

    frank0314 said:

    Charlie Judge said:

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Have you added a note or resubmitted. Sometimes things happen and stuff falls through cracks. There have been times where the system has closed tickets without them knowing which is why they have suggested in the past to add a note or resubmit if its been a long period of time. CS usually has a 3 day turnaround unless of extenuating circumstances that pushes it out further.

    Yes. In fact I have added several notes and also even opened a second ticket pointing to the earlier one. But still have not received the promised discount.

    Post edited by Charlie Judge on
  • frank0314frank0314 Posts: 14,258

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Have you added a note or resubmitted. Sometimes things happen and stuff falls through cracks. There have been times where the system has closed tickets without them knowing which is why they have suggested in the past to add a note or resubmit if its been a long period of time. CS usually has a 3 day turnaround unless of extenuating circumstances that pushes it out further.

    Yes. In fact I have added several notes and also even opened a second ticket pointing to the earlier one. But still have not received the promised discount.

    What was the date of your first report?

  • Charlie JudgeCharlie Judge Posts: 12,868

    frank0314 said:

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Have you added a note or resubmitted. Sometimes things happen and stuff falls through cracks. There have been times where the system has closed tickets without them knowing which is why they have suggested in the past to add a note or resubmit if its been a long period of time. CS usually has a 3 day turnaround unless of extenuating circumstances that pushes it out further.

    Yes. In fact I have added several notes and also even opened a second ticket pointing to the earlier one. But still have not received the promised discount.

    What was the date of your first report?

    3 August 2022 

  • frank0314frank0314 Posts: 14,258

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Have you added a note or resubmitted. Sometimes things happen and stuff falls through cracks. There have been times where the system has closed tickets without them knowing which is why they have suggested in the past to add a note or resubmit if its been a long period of time. CS usually has a 3 day turnaround unless of extenuating circumstances that pushes it out further.

    Yes. In fact I have added several notes and also even opened a second ticket pointing to the earlier one. But still have not received the promised discount.

    What was the date of your first report?

    3 August 2022 

    I sent in an inquary since it's been so long. The last we've heard, a couple days ago was that they still couldn't figure out why it was appling to some and not others.

  • Charlie JudgeCharlie Judge Posts: 12,868

    frank0314 said:

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Have you added a note or resubmitted. Sometimes things happen and stuff falls through cracks. There have been times where the system has closed tickets without them knowing which is why they have suggested in the past to add a note or resubmit if its been a long period of time. CS usually has a 3 day turnaround unless of extenuating circumstances that pushes it out further.

    Yes. In fact I have added several notes and also even opened a second ticket pointing to the earlier one. But still have not received the promised discount.

    What was the date of your first report?

    3 August 2022 

    I sent in an inquary since it's been so long. The last we've heard, a couple days ago was that they still couldn't figure out why it was appling to some and not others.

    Thanks. I sent you a PM regarding the ticket. 

  • frank0314frank0314 Posts: 14,258

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    frank0314 said:

    Charlie Judge said:

    Charlie Judge said:

    What terrible customer service. What ever happened to the old days when customer satisfaction was important ? Has DAZ gotten so big they no longer care about their long time customers ?

    It has been over two weeks since I opened the ticket and almost a week since I responded to the CS request in the ticket; but I HAVE STILL NOT RECEIVED THE PROMISED DISCOUNT ! Never again will I fall DAZ's promos and once my current store credit is depleted there will be no more purchases.

     

    Well, another DAZ workday has come to a close and still no promised discount; and the weeekend is coming up. I guess DAZ would rather save the $`13 or so that it would cost them to honor the discount offer in their promo than to have my continuing business. Buyer beware; never again will I fall for the promise of something at a future date !

    Have you added a note or resubmitted. Sometimes things happen and stuff falls through cracks. There have been times where the system has closed tickets without them knowing which is why they have suggested in the past to add a note or resubmit if its been a long period of time. CS usually has a 3 day turnaround unless of extenuating circumstances that pushes it out further.

    Yes. In fact I have added several notes and also even opened a second ticket pointing to the earlier one. But still have not received the promised discount.

    What was the date of your first report?

    3 August 2022 

    I sent in an inquary since it's been so long. The last we've heard, a couple days ago was that they still couldn't figure out why it was appling to some and not others.

    Thanks. I sent you a PM regarding the ticket. 

    Got it and replied

  • barbultbarbult Posts: 24,753
    Please don't quote 9 levels deep. It makes it nearly impossible to scroll through on a small device screen.
  • evacynevacyn Posts: 975
    edited August 2022

    @frank0314 - I've also submitted a follow-up to my ticket.  My original ticket was August 9th, but it would have been sooner if we weren't intiially told 'we're looking into it'. It seems things haven't changed in almost a month.

    Update - they finally reached out to resolve things. Thanks, frank0314!

    Post edited by evacyn on
  • UnseenUnseen Posts: 658

    The problem is solved for me. Thank you so much Frank and the Daz customer support (a special thank you to Zachariah)!

  • Charlie JudgeCharlie Judge Posts: 12,868

    I am happy to report that after 19 days my ticket is finally resolved. @frank0314 Thanks for bringing the matter to DAZ's attention; undoubtedly it helped getting it resolved.

  • frank0314frank0314 Posts: 14,258

    NP, I'm just happy everyone got sorted out finally.

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