What can be done when help requests get no CS response?
barbult
Posts: 24,244
in The Commons
Over 5 months ago, I submitted technical support help request #434165. I got the auto response and it is in "My Activities", but I have never received any human customer service response to the ticket. After 4 months, I submitted another ticket #442164 asking if #434165 had gotten lost in the system. Now that request has been sitting for a month with no human response either. What can I do?
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Visit them in person?
In this WFH culture, who even knows where they are? Anyway, it seems a bit extreme, but thanks for responding. At least forum people haven't abandoned me!
I have the same issue, and would love an answer as well. I submitted ticket 432189 six months ago, and it's never received an answer. It's not even necessarily asking for anyone to do anything, just for some information. I've updated it a few times -- the issue keeps happening with new name-and-number figures -- but it's never gotten a response. I'm honestly expecting that they'll go through and do one of those random sweeps and close the ticket without responding at this point.
Strange thing is, I submitted another ticket just a few days ago about a completely different issue, and it went through pretty much the entire chain, from submission to answer with a possible solution, in only about a week. It would be nice to know why some things get relatively fast responses and some things just sit there.
What are the issues? Some are simply easier to sort out than others, or have fewer dependencies on others responding to an enquiry from support.
Unfortunately, I think my issue requires a response from Daz.
I wanted to know why some Genesis 9 name-and-number figures have HD normal maps (though, to date, the only ones I've gotten that have a full set of HD normal maps are Kala 9, Freja 9, and Lahr), most have no HD normal maps, but all have a preset for applying HD normal maps that removes the standard normal maps and then ... does nothing whatsoever, because it can't do anything, because there are no HD normal maps to start with. (Julius has head HD normals, and nothing else; Nathan has head and leg HD normals and nothing else. I mean, I could understand if they only supplied HD normals for the head -- they're most useful with portrait renders, after all -- but head and leg HD normals and nothing between the head and legs is just completely random.)
I wasn't even necessarily asking for the missing HD normals to be supplied, just if things were intended to be like this -- they surely can't be -- and for an explanation of what was going on.
Ticket 432189 was filed on March 06. Update 1 filed on March 31 noting the same issue had recurred with Genghis Khan 9. Update 2 filed June 8, noting issues with Nathan and Olympia. Update 3 filed June 27, noting the issue recurring with Olivia. Update 4 filed July 27, noting the issue with Julius 9. Surrender declared thereafter.
Well, one might "close" the ticket(s) themselves, then one gets the response of providing feedback with regards to one's pleasure or displeasure concerning the service.
This is the text of my request #434165.
April 07, 2023 18:25
dForce Active Wear for Genesis 9 includes Adjustable Weightmap Layers for the Top, Shorts, and Tights. They work correctly for the Shorts and Tights, but not the Top. When I select the Adjustable Weightmap Layer Top in the Scene pane, there is no layer shown in the Node Weight Map Tool's Tool Settings. The layer shows up correctly for the Shorts and the Tights. See attached screenshots.
To reproduce this error:
1) Load Active Wear !Load All
2) First, here is something that works correctly, for comparison. Select Active Wear Tights in the Scene Pane and expand it to show children.
3) Select Adjustable Weightmap Layer Tights in the Scene pane.
4) Select the Node Weight Map Brush tool.
5) Open the Tool Settings pane.
6) Observe that the Adjustable Weightmap Layer Tights appears in the Tool Settings Weight Maps tab. This is correct behavior.
7) Now Select Active Wear Top in the Scene Pane and expand it to show children.
8) Select Adjustable Weightmap Layer Top in the Scene pane.
9) Select the Node Weight Map Brush tool.
10) Open the Tool Settings pane.
11) Observe that the Adjustable Weightmap Layer Top DOES NOT appear in the Tool Settings Weight Maps tab. This is the error I am reporting.
If you don't understand the mechanism of the weightmap layer, please refer to the documentation that comes with the product dForce Active Wear for Genesis 9.
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I'm not sure anybody is looking at those responses either. Have you ever gotten any response back from Daz after expressing displeasure in that manner?
Once.
Try asking publicly on their Twitter account why CS doesn't respond. That usually gets corporations responding.
@vwrangler They're intended to be like this; the HD morphs already do what the normal maps do. The hd presets apply weaker normals or none at all, otherwise the effect would be too strong.
I know my ticket sat for over a year, and it was closed—the funny thing was that most of the conversation had been deleted, along with videos of the error. Now if I have one little glitch it goes back maybe to be looked at again.
Well as a PA I can say that I do get fix requests from tech support, especially if its a quick and easy fix like a mat pose applying the wrong map or something like that.
I'll send in a fix for the weightmap one - I suspect it might have landed in the harder to fix pile since it sounds complicated and not something other PAs do - its a really easy fix though :)
edit : I uploaded the fix to QA - its PA sale so its pretty busy but it will be in the queue of things to go out.
Well ... first, regardless, they should answer the ticket, not ignore it for six months. If that's actually the answer, it would have taken someone not even five minutes to type that out and let me know.
Second ... if that's the case, why isn't it consistent? Why would a few characters have full sets of HD normal maps, some have none at all, and some have only a few HD normal maps but not a complete set?
But again, CS should answer the tickets that have been filed. Ignoring tickets damages the company's reputation, and makes it more likely that people will stop buying here, simply because they don't trust the company to stand behind the products it sells. They are likely to have conversations like this in public, away from the forum, in places where they may be seen by prospective customers who will then decide that they don't need to give their money to a company that's this untrustworthy. Daz gains nothing by ignoring customer tickets except ill-will and bad publicity that they themselves have caused. At the very least, it will cause -- and has caused -- increased numbers of returns, because customers learn that sales support is responsive, tech support is usually not, and they can't be bothered waiting to see if tech support is going to do something this time. (And we know that this has been a result of the situation because other people have said so in this very forum.)
It may wind up being that Wonderland's suggestion is the only available solution. That calling the company out publicly is the only way to get them to respond ... although, honestly, I don't think that will work either. This isn't the first time at this particular rodeo -- it's not even my first time at this particular rodeo. They don't seem to be able to institute a system that keeps this from happening over and over.
Never said they shouldn't answer the tickets, I was just answering your concern about the products. It's not consistent because not all characters are made by the same PAs, each will do things their way. Same for the HD morphs, they're not all equal, some are more detailed and can get by with no normals (which would only serve to eat up resources in this case), other can still benefit from normals.
I didn't mean to imply that you said that they shouldn't answer tickets, and thank you for your response.
This has me looking at my reports.
Oldest at 2 years was resolved but I was not notified and I have sent a comment back to them but the report form doesn't have a button to consider it closed. # 373218
Reported 3 months ago and fixed 2 months ago, but no notification or closure of the report. I sent a comment back and used the button to consider it closed. #438657
Reported 5 months ago, no human answer. During an update to Lost and Found metadata on the Beta version, my MacBookPro M1 crashed and when I rebooted, all the fixed files I had previously worked on (52) came back. Since then, I have not been able to fix bad metadata on that computer, although the bad metadata doesn't appear on the public release 4.21.0.5. New updates to the Beta don't change the issue. I now have 56 files with imbedded 'Lost and Found' lines. # 435487
Reported 8 months ago, last contact in April 2023, most of Easy Environments HDRIs showing up as magenta from at least 4.21.1.29 on, on both my Win 10 and Mac computers. Okay in 4.21.0.5. # 429976
I have found that when it comes to how my MacBook Pro M1 interacts with DAZ Studio, i.e. crashes a lot, especially after the latest Beta update, Customer Service is often stymied. Normal file issues are easy to fix.
Mary
Not helpful, I know, and can only speak for myself: They lose me as a customer !
I couldn't suss what to do about unanswered tech support tickets either; so, I no longer submit them. I fix it myself or return the product with an explanation.
I don't have a Twitter/X account, but my husband does. I'll get him to post something and see if anything happens. Thanks for the suggestion.
I gave up on Tech Support long ago. Sales support is quite responsive - perhaps because they hardly have to do anything other than issue store credit and I think Sales Support have even stopped bothering to ask whether they can refer a problem to Tech Support. Unfortunately these days customer support is the first casualty of "streamlining" or "efficiency" programs. When I was in customer support at a corporate tech company we had to take support calls by phone and answer within three rings.Customers paying for support were given direct access to the relevant team, those not paying for a support contract were filtered through a call centre but even that was in-house (a short walk from my desk) - as outsourced call centres in Mumbai were not a thing back then. Sadly, DAZ is just another on the list of frustrations when it comes to any customer support issues I have with any of my providers.
Me fixing something was just a lucky accident - but the real point I was making is that I get fix requests - 2 the last month - and I know they were fixed and went out too - so products are actively getting looked at and fixed, maybe not as fast as we all would like - but its certainly not getting ignored :)
No, not all requests are ignored, not even the majority of them. But several of us have posted that we have requests that are 5 or 6 months old, with no response from a human being. For example, the one I mentioned here was never sent to you by Daz. Submitting updates to the request doesn't work; they still don't respond. In fact, Richard once said that adding an update might push the request to the end of the queue again. Submitting a new request, to ask if the other one was lost, doesn't work; they still don't respond to either request. The question posed in this thread is what can customers do when a help request languishes for many months with no human response? I have received user suggestions here. I would like a moderator to find out what the Daz recommended next course of action is.