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.
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?
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 ?