Help Desk ghosting me
Winthrod
Posts: 66
So, what can be done when the Help Desk ghosts you? I submitted a ticket for resolution back on June 27th, not only has the Help Desk not addressed the issue they have stopped replying to the ticket, they haven't replied since July 14th. I tried to open a new ticket to say 'Hey, I'm not getting any response on my ticket', all they did was attach the new ticket to the old ticket and still haven't hear anything from the old ticket even when asking for a simple update.
Anyone have any ideas on how to get this resolved?
Thank you in advance,
Winthrod
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Comments
Sadly it's the way things are now. My last three tickets I haven't heard anything but crickets. The one before that got a response, like, four weeks later. I dont' understand why DAZ can't pay to have actual help. We pay a lot of money for memberships and content. They must be kind of rolling in dough at this point, It really ticks me off.
It may be that they are waiting on a response from others - without knowing the nature of the ticket, even whether it is sales or technical, it is impossible to guess.
If a product is deemed too old to update, they may be able to offer limited support, but that would depend on the issue with the product itself. Don't ask me how I know this I will not respond to any queries. Nor PMs
Well, the subject at hand here was my subscription. Turns out that they were billing me for both Quarterly and Annual subscriptions for the last two years, this year being the third year and I caught it.
For the most part their respoinse has been 'Too bad, so sad. We have your money, we don't care.'
You left out carrier pigeon... and before you point out the obvious, there will be no query involved... Rodger (the carrier pigeon) has a very penetrating stare and most people can't take more than four to six days of him following them around watching their every move, staring at them while they sleep, etc... it's very unsettling and eventually everyone just caves and spills the beans.
Rodger has already been dispatched and I suspect I'll know what you know very soon.
Also... Rodger is rather old and hella incontinent, so please excuse any mess he may and surely will leave behind... also if he drops dead (maintaining a piercing gaze is very taxing at his age), please drop his feathery corpse in the stamped self addressed envelope accompanying him.
Thank you.
Ouch. That hurts.
And thanks again, @McGyver, for your service to this community.
They were biling you or PayPal was automatically sending them the money? There is, I believe, a note pointing out that if need to cancel renewal (because you have renewed early or, as here, switched plans) you do need to cancel on the PayPal end. Presumably your membership was extended to match the payments made - which is allowed so that people can take advantage of subscription offers that don't match their renewal date.
Richard,
Daz was billing me. I have no automatic payments setup in PayPay. Admittedly, I should have kept better watch on my PayPay but I was also buying frequently when this started. I just noticed this last June, that the yearly subscription (my third) was billed, then the day after the quarterly subscription went through.
And I don't even want a refund, I've paid for five years worth, of DAZ+ I don't think it's too much to ask to get what I've paid for
Although, DAZ's response, or lack thereof, has a very bitter taste to it.
I'd check what your listed Daz+ expiry date is. When it refreshes, it doesn't set it to one year away, it adds one year onto your subscription. If you had two susbcriptions running concurrently, it's likely the expiry date is now a few years away.
So you may have (strictly) got what you paid for, and it's worth checking exactly what the situation you're looking to resolve is.
LOL
Kudos to Winthrod for a good topic. FWIW I'm having a thing too - summer 2022 - where if I click "pay via credit card" a few times say, I'll get billed the appropriate number of times (eg. whatever my total number of clicks was) except (a) I'll get no item, and (b) there is no "your order was successful" message, and there's no e-mailed receipt and certainly nothing registers in DIM for downloading.
If there was a response to my Zendesk help ticket submission I may have missed it... but they will usually follow up with "Your problem has been deemed solved" and I haven't gotten one of those either.
Yes, that could be possible if things need to be addressed by the PA. But a short update "Your issue has been forwarded to the PA" would help a lot. To keep your customer unknowing is usually not the best solution. But DAZ communication (or the lack of such communication) is a repeating topic.
A common customer service response is that a reproduced technical problem was "submitted to the bug tracker". The bug tracker seems kind of similar to a black hole, from which nothing returns.On rare occasions, something escapes and an update appears after a long time. Any report of a problem with Daz Studio itself supposedly is forwarded to the developers, and the help request is marked "Solved", because customer service says they won't hear anything back from the developers. Customers are told to watch the change log to see if their issue was addressed.
Yep that was the same thing that happened to me. Suck it right into that black hole
What happened to me, was that I thought memberships ran in sequence, and that when I bought a membership when it was on sale, the extra year was added to the end of the current membership period, but thats's not the case - I was actually getting a NEW membership that was running concurrently with the one I already had. And as the terms state - memberships are not returnable/refundable. Which caused me to be so upset that I purposely didn't buy about a thousand dollars worth of content.
I'm not sure what happened in your case but actually they are supposed to run in sequence and add the time on to your current expiration date. Did you contact customer service?
I stopped renewing my membership several months ago, so I am not a member now. In the past 10 years, when I was a member, buying a new membership on sale always added to the length of my existing membership. I never got concurrent simultaneous memberships.
@Matt_Castle, it was a good call on your recommendation of checking the expiry date is. Turns out the first Annual subscription did extend it out a year. The subsequent two Annual subscriptions billings only extended it out 3 months. Their subject was for Quarterly Subscription but the prices were for the annual. I'm hopeful that once I point this out that they will extend out the subscription to what it should be.
I appreciate everyone's comments and support on this issue. I hope it also helps others out there.
Winthrod.
Out of curiosity, what is the current turn around time before getting an initial response from Support?
You should get a robo acknowledgement within an hour or two. After that it depends on the nature of the request. It could be anywhere from a few hours to months. Straight forward refund requests seem to get solved very quickly. Other sales support requests now seem to take longer up to a few weeks and tech support tickets take the longest.
Thanks. I've had the missing products ticket open for a week and all I've gotten is the robo reply.
I had good experience with sales support just a couple of weeks ago with getting access to an ancient account.
I got replies within a few hours, although it did take quite a few messages to find an understanding on what I was asking, but once that was found the problem was solved quickly.
What a good summary of the issues with Tech Support (I've rarely had problems with Sales Support - they usually respond in a reasonable timeframe and refund when requested). I used to log tech support tickets but gave up because of the lack of responses and the fact that the reported problem was never even acknowledged. That system they have of marking it "Solved" when it is passed on up the line is something I complained about too. It is NOT solved! I do watch the change log and what do I see? A lot of messages with a generic entry like "Source maintenance" or words to that effect.
Well, I've waited a week for someone to look at my ticket that says "Missing Items" which is why I am a little bit more than miffed.
Heh.
The new strategy with splitting up a single outfit into various break out items seems to have made a negative impact. I now do have updates of various single items in DIM basically every day. Sometimes, updates to the same item for three days in a row. The mess with the Zeus outfit and its various parts seems not to be solved after almost two weeks post release, with daily customer complaints in the forum.
If you cannot find the needle, enlarging the haystack may not be the best option.
What is missing? The downloads or files within the product? What product?
I'm not sure how it is related to the rest of your post, but "Source maitenance" could mean many things. It might be stuff that is too arcane to be explained in the change log, or that it a step on the way to something that would have little emaning on its own. It might also be the enxt big feature (I'm pretty sure a lot of the work on dForce, dForce Hair, and Iray was hidden behind "Source maintenance").
At this point it really doesn't matter. In the middle of the week I opened a second ticket to return everything related to the whole mythology mess. Since another product arrived with errors (Ajax sandals in this case).
I let nature run its course and which ever ticket was resolved first would decide my path ahead.
The missing products ticket related to the Zeus bundle is still untouched.
The returned items ticket was handled at the end of business Friday.
That ends the story as far as I am concerned.