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SITE UPDATES, ANNOUNCEMENTS, AND CUSTOMER SERVICE INFORMATION
Posted: 29 May 2012 01:48 PM   [ Ignore ]   [ # 166 ]
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Richard Haseltine - 29 May 2012 06:54 AM
Byrdie - 28 May 2012 06:06 PM

It would appear the store still cannot tell that you have already bought an item — even if it’s a freebie. I just put the Genesis Bracers in my cart (because it came up in the New Items) then wondered if I hadn’t already downloaded it. Lo and behold, I had, just yesterday. But not a peep out of the store software about having already purchased this product.

This was something that it was known would not be working on launch, it isn’t a bug. As a result I wouldn’t expect it to change until the main bug-swatting is done.

Huh? This is the first time I see someone from DAZ mention that they knew the new site was not working properly before it was released. So they were just surprised that the problems are far bigger than they thought they would be. I feel like a guinea-pig right now.

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Posted: 29 May 2012 01:59 PM   [ Ignore ]   [ # 167 ]
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adzan - 29 May 2012 12:25 PM
DAZ_bfurner - 29 May 2012 10:55 AM

Thank you for being patient with us. The Support Ticket System that we use Zendesk is now functional.

This is the preferred method to contact our Sales and Customer Support teams.

Here is how you create a support ticket:
  Go to DAZ3D.com
  Select the Help Tab
  Contact Us
  Submit a Help Request

You can also browse the Knowledge Base. This contains many articles that are frequently asked.

Here is a link to the Contact Us page:  http://www.daz3d.com/shop/help/help-contact-us

Please DO NOT use the email address that was provided while we were down.

 

If we have already sent an email that hasn’t been answered do we have to send the request again using zendesk

I would like an answer to this question too. I have sent an email to Support about a very important subject (at least to meit is). Will emails be answered or do they just hit the delete button. Do we have to submit it again via Zendesk?

Why bother with emails when nobody was willing to deal with them? I never received a reply.

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Posted: 29 May 2012 02:00 PM   [ Ignore ]   [ # 168 ]
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We do keep saying that there is no security issue.

We have also told you that these issues have all been reported, and there is currently a bug report going through the bug tracker.

I am merging this thread with the official thread on website issues, so all problems are in one place.

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Posted: 29 May 2012 03:45 PM   [ Ignore ]   [ # 169 ]
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There is no need to re-submit your problem within Zendesk if you have already sent an email. The team is going through each email and creating a ticket for your fix.

As you can imaging we have a lot of emails and tickets to go through at the moment. We will be getting to yours very shortly.

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Posted: 29 May 2012 04:18 PM   [ Ignore ]   [ # 170 ]
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Some of you are seeing an artifact of the new site with a refresh issue we are dealing with on the store. Some are seeing someone else as a name when you are logged into your account. This is a refresh issue on the store. We are working internally for a fix so this won’t show up anymore.

As mentioned in this thread from our CTO Taylor Wilson, http://www.daz3d.com/forums/viewannounce/86_98/  your data and credit card information is safe and secure. This information is encrypted and in a secure section of the servers. Please know that we are working on the fix so you won’t see this problem any more.

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Posted: 29 May 2012 05:29 PM   [ Ignore ]   [ # 171 ]
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Should I contact support if I cannot see PC pricing or see the PC listed under My Subscriptions or is that a issue being worked on?

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Posted: 29 May 2012 06:39 PM   [ Ignore ]   [ # 172 ]
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chohole - 29 May 2012 02:00 PM

We do keep saying that there is no security issue.

We have also told you that these issues have all been reported, and there is currently a bug report going through the bug tracker.

I am merging this thread with the official thread on website issues, so all problems are in one place.

Dear Chohole,

I have such good memories of you and your wonderful texturing. But, this is something for Richard or higher up to deal with.

I have asked very specific questions and DAZ Management has refused to answer any of them. Not a single one. Does this boost a members confidence? When no answer can be given there is usually a very serious problem. Does Richard think I am to stupid to understand? Why is he hiding and putting you on the receiving end?

I have no quarrel with you and I would like to hear these assurances from the Presiden of the Company. A sorry, we have a few problems is truely an understatement for an epic catastrophy. I have taken this matter a few floors higher. Let’s see what happens. As I promised, I am not going away until my CC Info (including Pin Number) has left the DAZ Servers for good. I don’t care very much about State of the Art encryptions. My CC Info was compromised a few years ago by a very large Company with State of the Art security. Thousands of Credit Cards were outomatically cancelled by the Banks and had to wait a month for my new card to be issued. Once bitten I never trust again.

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Posted: 29 May 2012 06:43 PM   [ Ignore ]   [ # 173 ]
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Edited to remove the message, as I see that the problems are all still being worked on..

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Posted: 29 May 2012 08:28 PM   [ Ignore ]   [ # 174 ]
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    To keep things in Perspective,  If you think DAZ has problems withy their store, You should see Cornucopia !  I tried many times over 2 days to buy something on sale and I STILL don’t know if I got it.
    Keep up the good work DAZ!!!
                Gus

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Posted: 29 May 2012 08:51 PM   [ Ignore ]   [ # 175 ]
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argel1200 - 29 May 2012 05:29 PM

Should I contact support if I cannot see PC pricing or see the PC listed under My Subscriptions or is that a issue being worked on?

Your profile still shows you as a PC member.  If you log out and clear your cache, then log in again, are you seeing PC prices?

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Posted: 29 May 2012 10:38 PM   [ Ignore ]   [ # 176 ]
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DAZ_bfurner - 29 May 2012 10:55 AM

Thank you for being patient with us. The Support Ticket System that we use Zendesk is now functional.

This is the preferred method to contact our Sales and Customer Support teams.

Here is how you create a support ticket:
  Go to DAZ3D.com
  Select the Help Tab
  Contact Us
  Submit a Help Request

You can also browse the Knowledge Base. This contains many articles that are frequently asked.

Here is a link to the Contact Us page:  http://www.daz3d.com/shop/help/help-contact-us

Please DO NOT use the email address that was provided while we were down.

It’s about frakking time! Two weeks just to get Customer Support back online? Unbelievable. It seems the priority here is to release new products. I don’t understand why DAZ hasn’t taken the site down to work on fixing all the major issues and just do a relaunch. I think most of your customers would understand. It would’ve been less painful for all of us. Are there too many big egos?

There is a limit to patience.

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Posted: 30 May 2012 12:48 AM   [ Ignore ]   [ # 177 ]
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apriori - 29 May 2012 12:59 AM

Hi, I have been trying to contact support for the last week.

I first noticed a problem with my account when I received a second notification of me paying a monthly PC subscription within a day a previous notification. I checked in my account and saw that I had been paying for two PC memberships since August last year. I tried contacting DAZ using the shortcut in the notification but that just came back undelivered.

At the time this forum was not working and the customer service form give a 404 error.

I telephoned DAZ (from the UK) and was told that the person I needed to talk to was busy, they took my details and said that they would contact me. They also said that if I needed to email them then the address was ‘cs @ daz3d.com’.

I was not contacted by DAZ so I sent an email with all the details, order numbers, dates etc to the cs address. I also read, in this thread, that account problems should be sent to ‘support’. I still heard nothing so I sent a copy of my email to ‘support’.

In all this time I have received nothing from DAZ, not even an acknowledgement, except for the usual sales letters (For some odd reason I always get two of them).

What else do I need to do to get DAZ to look into this?

I have now received an acknowledgement and a ticket from DAZ (in two emails). This was all I wanted, to know that my problem was being looked at. Thank you DAZ.

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Posted: 30 May 2012 12:57 AM   [ Ignore ]   [ # 178 ]
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My Account has just developed a serious problem as of today. Though my Account name and password are verified as being correct, I keep on being sent back to the login page. I can only access my Wishlist and the Forums - I CAN NOT access Zendesk to report this issue and I CAN NOT access any other parts of my account like downloads etc. Everything sends me back to the logon page.

I have no option but to report it here in the hope that the message can be passed on as I live in Australia and so phoning DAZ is not a desirable option, both financially and time zone wise.

:(


Edited to add:

And now that I have been to the forum I can now access my account details?!?

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Posted: 30 May 2012 02:27 AM   [ Ignore ]   [ # 179 ]
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You can also browse the Knowledge Base. This contains many articles that are frequently asked.

Here is a link to the Contact Us page:  http://www.daz3d.com/shop/help/help-contact-us

Please DO NOT use the email address that was provided while we were down.

So who checked your Knowledge Base now?

who has responsibility about Knowledge Base?

“Where can I learn to use DAZ Studio better?”
https://helpdaz.zendesk.com/entries/123988-where-can-i-learn-to-use-daz-studio-better

then I go there.
There are many links. but links not arrive yet.

did someone checked the link?

I am now amazed “DAZ make an evasive answer to get out of a difficulty.”

your public documentation are like a drawing lots.

or only exploreing in maze.

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Posted: 30 May 2012 07:36 AM   [ Ignore ]   [ # 180 ]
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s l f - 30 May 2012 12:57 AM

My Account has just developed a serious problem as of today. Though my Account name and password are verified as being correct, I keep on being sent back to the login page. I can only access my Wishlist and the Forums - I CAN NOT access Zendesk to report this issue and I CAN NOT access any other parts of my account like downloads etc. Everything sends me back to the logon page.

I have no option but to report it here in the hope that the message can be passed on as I live in Australia and so phoning DAZ is not a desirable option, both financially and time zone wise.

:(


Edited to add:

And now that I have been to the forum I can now access my account details?!?

I’ve had problems with being logged in on some pages but not others. The suspicion has to be that it’s some kind of caching issue, but for now I’ve found it works to log out on a page that shows me logged in and then log in again after that.

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