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The Latest Daz “Improvement”
Posted: 14 December 2012 11:58 AM   [ Ignore ]
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Well, I’ve long noticed that if you have a problem with an order or need a refund, you can either turn in a support ticket and wait a week or so, or you can make a call and get it taken care of immediately.

Somebody at Daz must have noticed that something was accidentally convenient, because now they’ve removed the phone number from the site.  If you call the number (800-267-5170 for those interested in history) they will cheerfully offer to issue you a support ticket.

Way to go, Daz!  Who needed to talk to a human being for customer service, anyways?

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Posted: 14 December 2012 12:04 PM   [ Ignore ]   [ # 1 ]
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twalling - 14 December 2012 11:58 AM

Well, I’ve long noticed that if you have a problem with an order or need a refund, you can either turn in a support ticket and wait a week or so, or you can make a call and get it taken care of immediately.

Somebody at Daz must have noticed that something was accidentally convenient, because now they’ve removed the phone number from the site.  If you call the number (800-267-5170 for those interested in history) they will cheerfully offer to issue you a support ticket.

Way to go, Daz!  Who needed to talk to a human being for customer service, anyways?

I would think that DAZ isn’t big enough to have a huge phone support department. They’re not a large company like calling AT&T, so most times you may get a busy signal rather than a human… so it’s probably more efficient for the support staff to work on a list of support tickets, rather than have a bunch of people queued up on the phone waiting to talk to one or two people.

So it sounds like entering the support ticket is the way to go, since your efforts on the phone lead you to the same spot.

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Posted: 14 December 2012 12:09 PM   [ Ignore ]   [ # 2 ]
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Yes, evidently it is.  Gone are the days of getting customer support in a timely manner.

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Posted: 14 December 2012 12:12 PM   [ Ignore ]   [ # 3 ]
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http://www.daz3d.com/forums/viewthread/12763/

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Posted: 14 December 2012 12:14 PM   [ Ignore ]   [ # 4 ]
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Personally, I don’t mind submitting support tickets.. I usually have a good turn around time, and it makes sense they’d need a ticket. They want a record of the request and since they are dealing with money, having a record of the refund, and the pertinent credit card and paypal info….is a good idea.

Where I work, we don’t do anything without a request/workorder either. Even if someone calls, workorders must be submitted.

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Posted: 14 December 2012 02:00 PM   [ Ignore ]   [ # 5 ]
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I had two support tickets recently and both were resolved fairly quickly…

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Posted: 14 December 2012 02:57 PM   [ Ignore ]   [ # 6 ]
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Huh.  Well, I just called Daz about 3 hours ago, and it used to be that one could get their situation taken care of immediately.  (Except on the weekends, of course.)

Now you have to wait for this “support ticket” thing.  Even though I was on the phone and talking to a human being who had the ability to take care of the situation 3 hours ago.

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Posted: 14 December 2012 03:00 PM   [ Ignore ]   [ # 7 ]
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While I’ve always called the few times over the years I needed to get a refund, this time I needed to take out a support ticket, and I’m pleased I received the resolution I wanted within 3 days.  I don’t think that’s too shabby at all.

That said, of course, I’ve been lucky and not had any actual tech support issues, but can certainly imagine those taking longer to resolve.

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Posted: 14 December 2012 03:27 PM   [ Ignore ]   [ # 8 ]
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I did not look to see if DAZ’s home number is listed elsewhere on the site, but usually when I’ve wanted to call them, I have scrolled to the bottom of my screen to the dark grey bar at the bottom, it is still there next to DAZ’s address.
Not to say I’m satisfied with the use a “support ticket instead” idea… but I just wanted to point out the number is not completely removed from the site.
Yet… ?

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Posted: 14 December 2012 03:33 PM   [ Ignore ]   [ # 9 ]
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And as I said in another thread about this, the phone number is only useful to a percentage of DAZ 3D customers, whereas the support tickets are available for all and support tickets are dealt with in rotation, regardless of where in the world the customer happens to live.

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Posted: 14 December 2012 03:33 PM   [ Ignore ]   [ # 10 ]
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While it’s annoying not to be able to get an immediate resolution, it seems to me that it’s fairer to have everyone go through the ticket system, rather than allowing someone to “cut to the head of the line” by calling.  People in other countries or who can’t call during work hours shouldn’t be penalized for that.

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Posted: 14 December 2012 03:41 PM   [ Ignore ]   [ # 11 ]
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To me, a work request system is a fairer way to handle a return request, because the priority is not dictated by method in which a customer contacts daz, but by the time in which the order is recieved.

It is posisble only a few people are authorized to process returns and those folks require work requests in order to do it. this is not uncommon in the industry.

 

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Posted: 14 December 2012 05:05 PM   [ Ignore ]   [ # 12 ]
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lordvicore - 14 December 2012 03:27 PM

I did not look to see if DAZ’s home number is listed elsewhere on the site, but usually when I’ve wanted to call them, I have scrolled to the bottom of my screen to the dark grey bar at the bottom, it is still there next to DAZ’s address.
Not to say I’m satisfied with the use a “support ticket instead” idea… but I just wanted to point out the number is not completely removed from the site.
Yet… ?

That’s weird… yeah, it’s back, but I swear it was missing this morning.

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Posted: 14 December 2012 05:10 PM   [ Ignore ]   [ # 13 ]
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fixmypcmike - 14 December 2012 03:33 PM

While it’s annoying not to be able to get an immediate resolution, it seems to me that it’s fairer to have everyone go through the ticket system, rather than allowing someone to “cut to the head of the line” by calling.  People in other countries or who can’t call during work hours shouldn’t be penalized for that.

Agreed!

i have purchased quite a bit from DAZ over the years and have yet to have a need for support, let alone use the phone for it. Then again, I bet some here really abuse the refund policy, another thing I rarely use. I have only used it once (defective). I purchase quite a bit of addons for this community and other gaming communities and know of no others that have a phone option.

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Posted: 14 December 2012 05:18 PM   [ Ignore ]   [ # 14 ]
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I wasn’t “abusing” the return policy.  I bought the Millenium Horse 2 pretty much sight unseen, then I saw that the “Pro” Bundle was actually pretty cool, and contained stuff I couldn’t get unless I got the bundle.  So I decided, knowing that Daz would refund the first purchase of the Horse 2, to buy the “Pro” bundle, which already contained the horse that I just bought.  I called—don’t know what else one would do—to arrange that. 

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Posted: 14 December 2012 05:21 PM   [ Ignore ]   [ # 15 ]
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I do apologize to anybody that I might have offended by calling instead of waiting for the support tickets.  I was more dismayed that they removed the phone number from the site than anything, though it’s been restored.

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