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SITE UPDATES, ANNOUNCEMENTS, AND CUSTOMER SERVICE INFORMATION
Posted: 23 May 2012 10:27 AM   [ Ignore ]
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Site Updates and Information

(08/27/2071 UPDATE) NEWEST INFORMATION UPDATE ON NEW SITE/STORE FEATURES AND FIXES:
http://www.daz3d.com/forums/viewannounce/5151_4/

ALL THOSE HAVING PC MEMBERSHIP ISSUES, PLEASE READ:

From Britney Creek:

For all paying PC Membership previous to Magento, you have seen numerous errors with your PC Membership. We have found a resolution for these issues.

You will see an order for your Membership being charged $1 of store credit that you did not make. This is correct. DAZ issued $1 to your account and made an order for your Membership again for you. Once this has been done, you will no longer see any issues with your PC Membership. If until this has been done to your account, you miss any sales, please let us know, we will take care of that for you.

Thank you for your patience.

UPDATE FOR THOSE THAT STILL HAVE PENDING CUSTOMER SERVICE TICKETS:

From Britney Creek:
We have our hands full, but we are working as fast as we can to get all of our Tickets resolved, and customers happy. Tickets will be all caught up and answered as soon as possible. I will make sure that happens. Thank you so much for your patience.

For Tech Support (Things like Installer Issues etc)
Please use the following steps to report issues: http://www.daz3d.com/forums/viewannounce/837_98

For Customer Service (Things like Orders not Completing etc)
Please use the following steps to report issues: http://www.daz3d.com/forums/viewannounce/837_98/

For Gift Certificate Issues or Password Resets
Contact: aanderson @ daz3d.com
(Please remove the space before and after the @ symbol as they have been added in due to an issue posting e-mail addresses)

For those experiencing issues recently with their Platinum Club Membership: *NEWLY ADDED*
Please see this thread post:
http://www.daz3d.com/forums/viewthread/1145/

For Website Related Issues (Things like 404 Page Errors or Checkout Errors) *NEWLY ADDED*
Please report them using Bug Tracker here: https://bugs.daz3d.com/


PLEASE NOTE:

If you are having an issue with Download Links not working (or some working and some not) this is a known issue they are currently working on and will be fixed soon. We apologize for any inconvenience and want you to know we are working to resolve this issue as quickly as possible. Once resolved, the links in your account should then work.


UPDATE FOR THOSE EXPERIENCING INSTALLER DOWNLOAD ISSUES:

Please delete the installer file you have.

Clear your Browser’s cookies and cache:
http://docs.daz3d.com/doku.php/artzone/pub/faq/accounts/account_help/resetting_cookies_and_cache

Re-download the file. If you need more download attempts, you can reset the download for your product by going to your Itemized Order History and clicking on the reset button next to the entry for the product. This will reset the downloads for this product and give you the latest version of the installer. You will also want to clear your cookies and cache and delete the old installer before you redownload and install this file.

http://docs.daz3d.com/doku.php/artzone/pub/cs/dlreset/start

Please see these:
Download Tips
https://helpdaz.zendesk.com/entries/123812-download-tips

I will update this post as soon as I hear that has been resolved so that you all will know when to go ahead and try the links again.


UTILITY TO REPAIR DAMAGED INSTALLERS - UPDATE FOR THOSE EXPERIENCING ISSUES WITH DAMAGED INSTALLERS:

Please see the post here for a link to a utility created by Kendall Sears that resolved this issue (THANKS KENDALL!):

http://www.daz3d.com/forums/viewthread/865/


FOR THOSE WHO HAVE QUESTIONS ABOUT OR WOULD LIKE TO FOLLOW THE PROGRESS MADE TO THE FORUMS:

http://www.daz3d.com/forums/viewthread/123/

Thanks ever so much to all of you for your patience and understanding. We GREATLY APPRECIATE IT!!!!


FOR THOSE WANTING TO KNOW HOW TO APPLY A COUPON CODE IN THE NEW STORE:

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Posted: 23 May 2012 11:09 AM   [ Ignore ]   [ # 1 ]
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Also for those that didn’t see this as posted 05/21/2012:


Taylor Wilson, the DAZ 3D CTO, has posted an update:

I want to take a moment and share the latest information we have regarding our move to a new e-commerce engine. As a result of the new store change, the DAZ 3D store is currently experiencing several issues, such as visual oddities with some store pages, product pricing not processing correctly, or checkout not always working as expected. We are working hard to fix these issues as quickly as possible, and are also working to finish standing up the new forums and to restore the support ticket system.


We apologize for the inconvenience this has caused you, and we appreciate your feedback and input identifying store issues so that they can be resolved quickly. Be assured that your account data is completely safe and backed up and is being carefully and securely maintained as part of this work. As soon as the store is humming again (accurate transactions, orders processed properly, all downloads available, etc.) we will be offering special offers to help make this right, so stay tuned!


In the mean time, thank you for your patience as we work things through. We have a dedicated staff of Sales and Customer Support professionals ready to assist in your orders and any issues you encounter, and DAZ 3D continues to provide an unconditional 30-day money back guarantee on all of our products so you can order with the confidence that we will take care of you.

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Posted: 23 May 2012 01:31 PM   [ Ignore ]   [ # 2 ]
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I have another weird issue.

I lost my order question

Your order is DAZ order number 8657559
Your order contains:

PunkGirl                           1 @ $22.95   = $22.95
Tax:                                        $0.00
Shipping:                                    $0.00
Discount:                                    -$19.51
Paid via Gift Cert/Voucher/other credit:              ($0.00)
Total:                                      $3.44

=========================================================================

I ordered this in the Fastgrab, and could not pay for it as the site was down when I got home.
I can not re-order this for this price as it is normally $22.95

How do I get this order back?

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Posted: 23 May 2012 04:19 PM   [ Ignore ]   [ # 3 ]
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Which address should we use to report web site problems?

In my case, one of the ones blocking me from buying anything is that the checkout insists on having a state/province set even though there is no such thing for foreign addresses. So none of the dropdown addresses in the list work!

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Posted: 23 May 2012 04:52 PM   [ Ignore ]   [ # 4 ]
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mhh. i cant order anything. i was aked to enter state/province imformations in the upcoming failure window. i donĀ“t have possibilities to enter these informations nor do they fit my need (germany) they simply do not exist. the next step for processing a order leads to the same failure window over and over again. i tried to solve this by entering the billing section of my account in order to see if i can change st there, but i cant resolve this issue. so i cant process any order by now: unfortunately.

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Posted: 23 May 2012 07:46 PM   [ Ignore ]   [ # 5 ]
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Don’t know if this has been addressed yet, but the “My Credit Card Profiles” link on the account page goes to a unsecured/non-encrypted page.  Same thing with the “My Subscriptions” link.

I’m using WinXP with FF12, and all of the other links (save those 2) remain on a secure page when clicked.

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Posted: 23 May 2012 08:09 PM   [ Ignore ]   [ # 6 ]
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doc000 - 23 May 2012 07:46 PM

Don’t know if this has been addressed yet, but the “My Credit Card Profiles” link on the account page goes to a unsecured/non-encrypted page.  Same thing with the “My Subscriptions” link.

I’m using WinXP with FF12, and all of the other links (save those 2) remain on a secure page when clicked.

This is a known issue which is being corrected.

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Posted: 23 May 2012 09:13 PM   [ Ignore ]   [ # 7 ]
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Is there a place for us to report any other web site issues?
With the order history even less user-friendly than before, I don’t really feel confident enough to place any new orders.

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Posted: 23 May 2012 10:04 PM   [ Ignore ]   [ # 8 ]
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How long is too long to wait on products I paid for that still show as pending? When I called on Monday, I was ‘thanked for my patience during this transition’ and ‘we are aware of the problem’  and ‘sorry for the inconvenience’ but I still don’t have my products.

I don’t want a refund I want my products.

When I mentioned that I don’t want to switch to rendo just so I can keep my deadlines, but all I was told was go ahead and go to renderosity. Since I started using Daz, I only shop there if I can’t find it here.

This whole ‘transition’ is really hurting me.

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Posted: 23 May 2012 10:11 PM   [ Ignore ]   [ # 9 ]
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At the moment, any “web” issues, please post them here as they don’t have an e-mail setup at the moment and also so then I can just create one list and forward it on to make it easier then trying to go through multiple e-mails on the same possible topic which would end up making any changes take a bit longer.

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Posted: 23 May 2012 10:14 PM   [ Ignore ]   [ # 10 ]
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AidanaWillowRaven - 23 May 2012 10:04 PM

How long is too long to wait on products I paid for that still show as pending? When I called on Monday, I was ‘thanked for my patience during this transition’ and ‘we are aware of the problem’  and ‘sorry for the inconvenience’ but I still don’t have my products.

I don’t want a refund I want my products.

When I mentioned that I don’t want to switch to rendo just so I can keep my deadlines, but all I was told was go ahead and go to renderosity. Since I started using Daz, I only shop there if I can’t find it here.

This whole ‘transition’ is really hurting me.

Please PM me and I’ll see what I can do or find out for you.

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Posted: 23 May 2012 10:17 PM   [ Ignore ]   [ # 11 ]
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Safeunderdark - 23 May 2012 01:31 PM

I have another weird issue.

I lost my order question

Your order is DAZ order number 8657559
Your order contains:

PunkGirl                           1 @ $22.95   = $22.95
Tax:                                        $0.00
Shipping:                                    $0.00
Discount:                                    -$19.51
Paid via Gift Cert/Voucher/other credit:              ($0.00)
Total:                                      $3.44

=========================================================================

I ordered this in the Fastgrab, and could not pay for it as the site was down when I got home.
I can not re-order this for this price as it is normally $22.95

How do I get this order back?

Please send me a PM and I’ll see what I can do on this one as well. Sadly I am limited on what issues I can resolve but I may be able to help or possibly be able to find out the resolution for this.

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Posted: 24 May 2012 12:25 AM   [ Ignore ]   [ # 12 ]
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Which email address do I use to try to get a month’s renewal for PC membership?

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Posted: 24 May 2012 12:30 AM   [ Ignore ]   [ # 13 ]
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Thanks for posting an address for support issues. I didn’t put the lacking e-mail confirmation on my ticket but didn’t get that.

I ended up sending a ticket tonight because I ended up with a double ordered item as the submit order transaction message goes on waaaay too long. I thought the page hung. I refreshed the order page after checking in another tab to see if item showed up in my account. Since it didn’t, I hit submit again. Big NO NO that one as then I had two of the same item. Ticket submitted using the address so hopefully that gets resolved.

It’s not real obvious that now we have to go over and select “My Downloadable Products” to get the download. I punched around and griped at the “My Order” page for a while before my eyes hit that option. LOL.

When I put item in cart, I had to change the quantity from 2 to 1.

The other deal is if I go up to the store menu bar and select Shop<New Releases the log on area says someone else’s name. Tonight it’s (xxx?) even though I’m logged in. Don’t worry xxx… whoever you are… the dashboard is my info. 

Also seeing the price changes…sometimes on sale…sometimes not.

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Posted: 24 May 2012 01:28 AM   [ Ignore ]   [ # 14 ]
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It seems that the cache problems have begun again, right now. They were gone for a while, but right now I’m getting wrong username, and several items do not show their PC price despite me being a member of Platinum Club.

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Posted: 24 May 2012 01:38 AM   [ Ignore ]   [ # 15 ]
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Miss Bad Wolf - 24 May 2012 12:25 AM

Which email address do I use to try to get a month’s renewal for PC membership?

Use the Customer Service one for that smile The support @ daz3d.com (just be sure to remove the spaces before and after the @ sign smile

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