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Help Desk ghosting me

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  • tsroemitsroemi Posts: 2,865

    Huh, if nothing happens to my ticket concerning the over-payment of the Aurea Regina Outfit, I might actually do the same and return it. Although I really do like it. But maybe it's just because of the weekend that I'm still waiting for an answer, usually my experiences with the sales team were very good. I'll give it a few more days I guess.

  • Jason GalterioJason Galterio Posts: 2,562

    tsroemi said:

    Huh, if nothing happens to my ticket concerning the over-payment of the Aurea Regina Outfit, I might actually do the same and return it. Although I really do like it. But maybe it's just because of the weekend that I'm still waiting for an answer, usually my experiences with the sales team were very good. I'll give it a few more days I guess.

    The decision wasn't as rash as it sounds. It was really more giving me time to honestly consider whether I needed any of the products.

    I reported the initial issue in the forum Wednesday a week and a half ago, day 1 of the sale. I saw other people reporting it as well, so I left it alone. When nothing happened by last Saturday, I opened the ticket. I knew it was the weekend, so I didn't worry about it. That the initial item in the latest flagship sale was broken for that long really gave me pause.

    When this past Wednesday rolled around the ticket still hadn't been looked at and more people reporting the same issue.

    In addition, another item in the theme was also broken. That made me add up what the entire run of items cost.

    That just made me seriously decide whether I needed any of them. I opened the return ticket and waited to see which one would get served first. I let that make the final decision.

  • DamselDamsel Posts: 384

    I submitted an item months ago and it was never addressed. Always missing files.

  • Jason GalterioJason Galterio Posts: 2,562

    Damsel said:

    I submitted an item months ago and it was never addressed. Always missing files.

    I would say that the only way to resolve these issues is to return products.

    I would say that...  Except they don't ask why you are returning it. So they never know the reason and its not going to be recorded anywhere.

    It has forced me to test products within days of buying them. I used to be able to safelt put them aside for a few months before using.

  • Roman_K2Roman_K2 Posts: 1,252

    Jason Galterio said:

    I would say that the only way to resolve these issues is to return products.

    With my issue there are no products to return!!!  Bwah-hahaha.

    Actually I used to enjoy just setting things aside too.

    There was a survey today (September 1st) which solicited comments.  I took advantage of the opportunity repeat my unhappiness at being dinged for... nothing!  frown

  • marblemarble Posts: 7,500

    Richard Haseltine said:

    marble said:

    barbult said:

    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.

    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. 

    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").

     

    Well exactly. What is the point of telling us to watch the change log for solutions to our reported issues when those solutions, if they exist, are hidden behind a generic description?  I'm sure we would be more inclined to log support tickets if we could be sure of some feedback and informed of the fix instead of just seeing "Solved" in an update when it is not solved and we know that will be the last update we get.

  • Richard HaseltineRichard Haseltine Posts: 102,344

    marble said:

    Richard Haseltine said:

    marble said:

    barbult said:

    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.

    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. 

    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").

     

    Well exactly. What is the point of telling us to watch the change log for solutions to our reported issues when those solutions, if they exist, are hidden behind a generic description?  I'm sure we would be more inclined to log support tickets if we could be sure of some feedback and informed of the fix instead of just seeing "Solved" in an update when it is not solved and we know that will be the last update we get.

    Bug-fixes will usually be plain, with a note of the bug number and related CS number (presumably for the first report). Source maintenance is likely to be secret stuff or arcane stuff, or routine chores, as I understand it.

  • AZDigitalArtistAZDigitalArtist Posts: 792

    I have sent queries to them about a couple of recent mega bundles that ended up costing more than the individual included bundles purchased separately.  Just asked for a refund of the difference.  Nothing, except one note saying they were unable to reproduce the results.  Can they do math?  Anyway, no credit, and I am now severely cutting back on my purchases.  My apologies to the brilliant artists out there whose income is dropping because of shenanigans like this.

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