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Phones and Tickets
Posted: 04 December 2012 03:44 PM   [ Ignore ]
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Attention All,

We have been super busy with these sales, wonderful wonderful. Thank you all for your business. Due to the high demand at this time, calls have been coming in one on top of the other, on top of the other. We appreciate your patience. We have more bodies on our emails at this time. For a very quick response, please submit a help request on our contact us page. Keep in mind, we are not here on the weekends and do require 1-2 business days to respond. It will be closer to the 1 day response period. Thank you so much for your patience. And Thank you again for your business. We sure hope you are enjoying our sales.

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Posted: 04 December 2012 07:10 PM   [ Ignore ]   [ # 1 ]
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Thanks for letting us know what the problem is Britney.  Several members have posted they haven’t been able to get anyone on the phone, even though trying several times over a period of days or weeks.

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Posted: 04 December 2012 07:40 PM   [ Ignore ]   [ # 2 ]
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DAZ, you almost got me to buy the Horse 2 Pro Bundle with 40% off and $10 off a $100 gift certificate. But since the Gift Certificate discount didn’t work, it looks like this sale will be postponed, since my ticket won’t be answered for a while and the 40% off ends tonight. I don’t really need it and can wait ‘til March Madness or whenever.

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Posted: 04 December 2012 08:57 PM   [ Ignore ]   [ # 3 ]
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Thanks for the heads up Britney. I like your avatar

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Posted: 05 December 2012 01:46 AM   [ Ignore ]   [ # 4 ]
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I put in a support ticket on Friday and got my response on Monday and even during the store change when memberships weren’t working, the longest I’ve ever waited was 2 days. I hate sitting on hold so instead that gets me an email response to confirm receipt and I get a nice email in a day or two fixing my issue.  And there is a return policy, so if it’s near a sale deadline and I want something, buy it and return or request an adjustment later if necessary.  And it certainly beats trying every day for a week or more to phone.  I’ve certainly worked in jobs where you just get swamped at times, and I appreciate and understand the staff’s situation during busy sales times.  As well, when requests and responses are in writing, there is no misunderstanding or confusion and you have a record.  I see the same questions get asked and answered over and over on the forums, so assume that happens by phone as well.  If by email, the support staff can just give you a link or a prepared explanation and move on to the next person.  It’s very efficient and they have always been ever so pleasant to deal with.

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Posted: 05 December 2012 02:14 AM   [ Ignore ]   [ # 5 ]
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Penname - 05 December 2012 01:46 AM

I put in a support ticket on Friday and got my response on Monday and even during the store change when memberships weren’t working, the longest I’ve ever waited was 2 days. I hate sitting on hold so instead that gets me an email response to confirm receipt and I get a nice email in a day or two fixing my issue.  And there is a return policy, so if it’s near a sale deadline and I want something, buy it and return or request an adjustment later if necessary.  And it certainly beats trying every day for a week or more to phone.  I’ve certainly worked in jobs where you just get swamped at times, and I appreciate and understand the staff’s situation during busy sales times.  As well, when requests and responses are in writing, there is no misunderstanding or confusion and you have a record.  I see the same questions get asked and answered over and over on the forums, so assume that happens by phone as well.  If by email, the support staff can just give you a link or a prepared explanation and move on to the next person.  It’s very efficient and they have always been ever so pleasant to deal with.

I agree, also as many of us are not in the US phoning is not an option, so while the few staff are answering the phone are requests are left undealt with.
Like Penname I have always had a charming response solving the problem within 2 working days if not sooner.

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Posted: 05 December 2012 10:23 AM   [ Ignore ]   [ # 6 ]
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I completely agree that DAZ’ support and return policy are the best, which is part of why I spend so much money here. I was a bit cranky yesterday when I posted that bit of grumbling about the gift certificate discount not working. DAZ always gets things right for me sooner of later, usually sooner. cheese

Thanks, Britney. You are awesome.

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Posted: 05 December 2012 10:40 AM   [ Ignore ]   [ # 7 ]
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Luci45 - 05 December 2012 10:23 AM

I completely agree that DAZ’ support and return policy are the best,

They may be the best in this industry, but far from good outside this restriction. I’ve had more problems and delays with Daz than any other company I have purchased from in my life. While others are extra happy about their 2 day responses, my last few encounters haven’t been so buttery.

And they should answer the phone.

And I know I’m not alone, just look at threads in the forum.

 

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Posted: 05 December 2012 12:46 PM   [ Ignore ]   [ # 8 ]
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I request that DAZ return phone calls, like their voice mail greeting says they will do, or change that voice mail greeting so it doesn’t set false expectations. I have never received a return call to messages left on voice mail.

Submitting a ticket eventually gets a response, although usually longer than 2 days for me. Support is always friendly and efficient once you make contact.

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Posted: 05 December 2012 04:57 PM   [ Ignore ]   [ # 9 ]
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When I call they typically answer and I am given excellent service, but the few times they have not answered and I left the return call info, I have never gotten a call back. So I agree with either removing the voice mail system or return the calls as stated.

I am sure the reason they do not return calls is because they are just too busy to take what calls they can and never have the time to call anyone back that has left a message.

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Posted: 06 December 2012 06:16 AM   [ Ignore ]   [ # 10 ]
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DAZ_CREEK - 04 December 2012 03:44 PM

We have more bodies on our emails at this time.

You’re doing what? o_O
I wish I had bought Severed just to render the mental image that conjured up.

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Posted: 06 December 2012 11:51 AM   [ Ignore ]   [ # 11 ]
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On third day of waiting for a reply to my written contact to DAZ - that after a week and a half of being unable to reach anyone at DAZ by phone.  Not making any purchases till current problem is resolved, and will be far less inclined to buy from DAZ if they eliminate the phone support that used to make dealing with problems a relatively minor issue.

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Posted: 08 December 2012 03:31 AM   [ Ignore ]   [ # 12 ]
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Like I said in the other topics, the best time to call DAZ in my experience is around before noonish, MST for those of you who struggle with getting in contact with them via phone.

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Posted: 08 December 2012 04:18 PM   [ Ignore ]   [ # 13 ]
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I’ve never had a problem calling them in the past, though I usually waited until shortly after lunch their time.  This time, however, I wasn’t able to get through no matter what time of day I called, so I took out a support ticket on Tuesday, added an additional comment to it on Wednesday, and received the resolution I was looking for yesterday, 3 days in total.  Not too shabby at all.

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Posted: 11 December 2012 06:09 PM   [ Ignore ]   [ # 14 ]
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It’s the beginning of the end for good Daz tech support.
What would have fixed problems in minutes by calling the tech support number will now sometimes take several days if not weeks to resolve.

As if making Genesis figures that did not suppoer Poser initially wasn’t bad enough…. Now this. :(

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Posted: 12 December 2012 07:32 AM   [ Ignore ]   [ # 15 ]
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squirt - 11 December 2012 06:09 PM

It’s the beginning of the end for good Daz tech support.
What would have fixed problems in minutes by calling the tech support number will now sometimes take several days if not weeks to resolve.

As if making Genesis figures that did not suppoer Poser initially wasn’t bad enough…. Now this. :(

It just says they have a lot of issues to take care of at the moment, not that this is the beginning of the end.

If anything, at this point, I’m not surprised to see another support back up. DAZ is really trying out something new for the sight every month and so of course the changes will not go smothly for many people at first, especially where so many use different browsers.

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