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Is Daz answering phones anymore?
Posted: 13 May 2013 11:32 AM   [ Ignore ]
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Haz Daz instituted a policy of outsourcing phone calls to an answering service? What is a reasonable time to wait for an answer to a question before asking again or giving up? I wanted to buy something but had problems with the site. Still waiting for help.

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Posted: 13 May 2013 11:36 AM   [ Ignore ]   [ # 1 ]
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You need to file a support ticket to speak with customer service now.

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Posted: 13 May 2013 11:50 AM   [ Ignore ]   [ # 2 ]
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I have that. #139018

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Posted: 13 May 2013 11:51 AM   [ Ignore ]   [ # 3 ]
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When they get to it you will hear something from them. Tickets go in the order they receive them.

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Posted: 13 May 2013 12:54 PM   [ Ignore ]   [ # 4 ]
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OK, I understand they are busy. Problem is, so am I.

I am flexible but I need to plan my work. When the receptionist says someone will get right back to you and I don’t hear from anyone for from hours to a couple of days, sometimes more, that kinda doesn’t work for me. If I get into a project and need a product or a solution, I’d like to have some idea of how long I will have to wait for an answer. I am trying to come up with an approach that works for both of us. Lately that has meant not making as many purchases or doing as much work in DAZ.

If I am not the only one for whom this is a problem, perhaps others have found some creative work arounds they are willing to share? Or is this just what we have to accept if we chose in DAZ/Bryce?

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Posted: 13 May 2013 01:16 PM   [ Ignore ]   [ # 5 ]
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AS Customer Service said some time ago the quickest way to contact CS is to use the support system, and file a ticket.. Phone calls are now routed to a out of office system, and all they can do is fill a ticket in for you, so far quicker to use the direct ticket system as that is what Zendesk is designed for.

Also remember that the DAZ 3D office is only staffed during working hours and only on weekdays, so if you filed a ticket over the weekend then they may not have got round to it yet. Also remember that DAZ 3D is on UTC-7,

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Posted: 13 May 2013 01:54 PM   [ Ignore ]   [ # 6 ]
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chohole - 13 May 2013 01:16 PM

AS Customer Service said some time ago the quickest way to contact CS is to use the support system, and file a ticket.. Phone calls are now routed to a out of office system, and all they can do is fill a ticket in for you, so far quicker to use the direct ticket system as that is what Zendesk is designed for.


Also remember that the DAZ 3D office is only staffed during working hours and only on weekdays, so if you filed a ticket over the weekend then they may not have got round to it yet. Also remember that DAZ 3D is on UTC-7,

I started with the ticket system because it was the only system I knew. I started calling because of the long turn around on the ticket system that made it difficult to keep a train of thought and remember all of the details of a problem, among other things.

But sometimes I am working on a project and want to buy some content and the site won’t let m buy it, I don’t know if it is a temporary problem or the content has been discontinued or what. When I am approaching a deadline I have at least once cancelled an entry to an animation festival because I wasn’t sure if the desired content would work with the project, or if I could purchase the content in time to complete the project. The tight deadlines are always my problem, not DAZ’s. I am just trying to figure out how to work with the DAZ business model as it stands. Should I expect to wait a day, a week, a month, to hear from them?

I am on UTC-6, so time zone is not much of a problem for me.

If I am the only one who finds this a problem, then I suppose I will have to create my own work around. But I thought I would see if there were some solutions from others before trying to invent the wheel grin.

 

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Posted: 13 May 2013 02:07 PM   [ Ignore ]   [ # 7 ]
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It certainly isn’t a common problem. What content is it it that the store won’t let you buy?

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Posted: 13 May 2013 02:26 PM   [ Ignore ]   [ # 8 ]
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chohole - 13 May 2013 02:07 PM

It certainly isn’t a common problem. What content is it it that the store won’t let you buy?

Tody’s problem is with completing the purchase of “Funky Old Patina”. The system does not want to accept the coupon code which is, according to the email I received from DAZ, good until May 15th. It keeps returning an “invalid blah, blah, blah” prompt. I have a ticket that was recorded at 10:42:20 AM CDT and at 3:22 PM CDT have not received any response so far.

On other occasions it has been compatibility or other questions which I have before or after making a purchase. But long waits are more the rule than the exception for me. But since it isn’t common, maybe it is something peculiar to me. Maybe wrong IP address or something grin, I don’t know.

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Posted: 13 May 2013 02:32 PM   [ Ignore ]   [ # 9 ]
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THat is a PA product. THe coupon I believe is only valid for Daz products.

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Posted: 13 May 2013 02:39 PM   [ Ignore ]   [ # 10 ]
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chohole - 13 May 2013 02:32 PM

THat is a PA product. THe coupon I believe is only valid for Daz products.

Thank you.

I didn’t know this was not a DAZ product. It would be nice not to have to wait hours or days just to find out why the coupon does not work. Maybe even the prompt could say why the coupon is being rejected?

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Posted: 13 May 2013 03:04 PM   [ Ignore ]   [ # 11 ]
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vindazi - 13 May 2013 02:39 PM
chohole - 13 May 2013 02:32 PM

THat is a PA product. THe coupon I believe is only valid for Daz products.

Thank you.

I didn’t know this was not a DAZ product. It would be nice not to have to wait hours or days just to find out why the coupon does not work. Maybe even the prompt could say why the coupon is being rejected?

I donĀ“t think the webstore software is capable of doing that.

To find out whether an item is a DAZ product, look under the button “Add to cart”. If there is a little grey square with DAZ logo (a silver sort of triangle), then that is a DAZ product. Also look under the product name, there is text “Shop more by” and a name. If the name is DAZ, then it is DAZ product, if it is another name, then that person is the vendor (PA) of that product.

 

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Posted: 13 May 2013 03:39 PM   [ Ignore ]   [ # 12 ]
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You haven’t been able to use the coupon on PA items since the store went live just shy of a year ago. If it’s a DAZ owned product it will list DAZ as a vendor. Those are the only products the coupon is good for.

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Posted: 13 May 2013 04:18 PM   [ Ignore ]   [ # 13 ]
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If you have store issues, you’re best bet is to post a message in the forums.  You could have had (or did have) an answer in 6 minutes!

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Posted: 13 May 2013 05:01 PM   [ Ignore ]   [ # 14 ]
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Lindsey - 13 May 2013 04:18 PM

If you have store issues, you’re best bet is to post a message in the forums.  You could have had (or did have) an answer in 6 minutes!

Not fully true, real issues with the store can only be handled by Daz3D.

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Posted: 13 May 2013 05:47 PM   [ Ignore ]   [ # 15 ]
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Jaderail - 13 May 2013 05:01 PM
Lindsey - 13 May 2013 04:18 PM

If you have store issues, you’re best bet is to post a message in the forums.  You could have had (or did have) an answer in 6 minutes!

Not fully true, real issues with the store can only be handled by Daz3D.


  True, but you wouldn’t know that unless they asked in the forums first.

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