Digital Art Zone

I’m one of the folks who has been trying to contact Daz3d. I have had emails rejected from .(JavaScript must be enabled to view this email address) (which is the suggested contact via Paypal) and nobody answers phones.

But today, you’ve gone further and stripped the numbers from the site.

While this serves internally, I can say from biz experience, it kills sales.

I can’t buy if I can’t know ahead of time I will or won’t be stuck with issues and complications.
Things stack up way too quickly to make sure we’re not wasting money and resources.

We’re huge fans of Daz here and keep our platinum club active out of appreciation even on months where nothing is appealing to our uses.

Of course, I want your crew to be treated reasonably in the process. It would be good to have announcements of this nature on the contact section instead of buried in forums. Only seasoned Daz users will think to go to forums.

When these matters linger, specials and sales are lost. Since, Daz loves to have the 1 day specials, sort of sucks to have a week go by with over $40 in items to refund.

low and below got a call in and….
very appreciative all the same.

Turns out I wouldn’t have known of one error until I got a reply and was able to fix that myself.

The rewards of Success!

I think to remove a phone call option is a terrible decision. It might save time on a short run but I’d never recommend to a friend a company that switches from live humans to email responses. Customer Support via email responses don’t take time to actually understand a problem or to find the best solution - what is important to them is to close a ticket with a little checkmark on a tally. I had enough of that model in MMORPG customer supports. Thumbs down, DAZ3D.

Still not nearly as bad as the endless loop of an automated phone system with no option to talk to a human and your problem doesn’t fit any of their “push” categories.  I’ll take the DAZ ticket system any day.

The phone was only ever available to a percentage of DAZ 3D Customers, whereas the support ticket is open to all, and dealt with in rotation, regardless of which part of the world you happen to live in.

Luci45 - 04 December 2012 07:40 PM

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.

Odd…it worked twice for me at different times. $200 for $170 is a really good deal so I went back a second time lol…yes I know I’m addicted.

It doesn’t show up in the body of the order but down the bottom near the total.

Sorry to hear you had problems.

edited to add: looks like you got it sorted…isn’t Brittney wonderful! : )

All depends on the person assigned to answer.

My, I do this type of support for my company and I make sure I understand what is needed and work with my customers accordingly. They get the same level of Service as if they were speaking to me personally.

Some company’s do need to learn this lesson though. I’ve been reading and learning what not to do.

Kattey - 14 December 2012 12:41 PM

I think to remove a phone call option is a terrible decision. It might save time on a short run but I’d never recommend to a friend a company that switches from live humans to email responses. Customer Support via email responses don’t take time to actually understand a problem or to find the best solution - what is important to them is to close a ticket with a little checkmark on a tally. I had enough of that model in MMORPG customer supports. Thumbs down, DAZ3D.

Are tickets still taking weeks to be answered? I have one opened since last weekend.

12/20/2012: * My issue was resolved several hours ago, thank you. *

I haven’t been to this site in months and all of a sudden this morning I got an email saying I had been charged the monthly PC club fee to my credit card and I’m NOT A PC Club member! I have removed my credit card information from my profile now and will be disputing your charge to my credit card and reporting DAZ to the Better Business Bureau!

Post edited by mods for TOS-compliance

If you wish to cancel your membership you need to cancel it, and the payments - removing the card details doesn’t do anything as the payment is set up to repeat from the outset, there’s no reference to the card details after the first authorisation. Open a support ticket with Sales please.

http://www.daz3d.com/forums/viewannounce/7225_4/

Richard. I do NOT HAVE A MEMBERSHIP so there’s nothing to cancel! I haven’t had one in over a year! I already opened a support ticket and am disputing the charge with my credit card company as well.

Lilliana - 16 December 2012 03:48 PM

All depends on the person assigned to answer.

My, I do this type of support for my company and I make sure I understand what is needed and work with my customers accordingly. They get the same level of Service as if they were speaking to me personally.

Some company’s do need to learn this lesson though. I’ve been reading and learning what not to do.

Kattey - 14 December 2012 12:41 PM

I think to remove a phone call option is a terrible decision. It might save time on a short run but I’d never recommend to a friend a company that switches from live humans to email responses. Customer Support via email responses don’t take time to actually understand a problem or to find the best solution - what is important to them is to close a ticket with a little checkmark on a tally. I had enough of that model in MMORPG customer supports. Thumbs down, DAZ3D.

I’‘ve had PC Club membership since 2007 according to my account.

I keep getting a message that my PC Club Subscription is Expiring Today which is completely wrong. It says it was good until 11/13/2013, at the time. At the same time I was offered a 29.95 annual PC subscription plus $30 to to spend on original DAZ products.

I took the deal but failed to read that I had to purchase the $30 items at the same time I renewed my PC club at the 29.95 deal.
So, I used the Contact message to ask them to help me fix this.
I thought perhaps it could be cancelled and I would re-do it correctly this time, or perhaps they could issue a coupon (for orig DAZ items only) for $30 perhaps.

Four days later I got a message saying apparently other people made the same mistake and they were going to find a fix for this and that the ticket was closed.

Ticket should not have been closed because the problem was not resolved.

I sent another message yesterday, but failed to get a reply, so I phoned.

I talked to someone in Sales Support who could not look up my account, nor any tickets, nor do anything useful to solve the problem.
She ended by saying someone would get back to me in 3 to 4 business days.

I got mail which summarized what I had said over the phone.

I was unsastified, so I called again and got the same person who was now impatient with me and explained that she was with a phone overflow service and could do nothing. She could not anyone else on the phone, nor give me any other phone numbers for the company.

In the past I have always received courteous, quick, responsive service via phone contact.  Problems were solved immediately.

In the meantime even though now my PC Club membership is good until 2/1/2014 I my PC deals will be cut off at the end of today. Is that correct? or is the message not reflect my account standing?

Who knows?

There is no one listening no real sales support person is reachable by telephone and 3 to 4 business days to hear back anything at all is UNSATISFACTORY.

Anyone else ?

Thanks,

Dan

No one I’ve ever dealt with is as good as Amazon.  Though it is almost as difficult to find their support phone number as it was to find the DAZ support number.  Of course, Amazon obviously has the staff to handle the volume of support calls they get.  But you sure can’t beat getting an entire order replaced at no cost because part of the order was missing or damaged. 

USPS really should never be trusted with delivering anything.

larsmidnatt - 05 December 2012 10:40 AM

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.

I’ve had a ticket open since Jan 16th (# 125026). My wishlist is STILL corrupted. Customer support turned it over to the web team. (heavy sigh)

Day 5 on a help ticket with no response or reply - this is a miss billing issue and I am getting highly impatient that I haven’t even received a cursory reply - like, we are working on it