How does one contact a vendor when a product they are selling doesn't work?
lryhall_17d185bd0d
Posts: 127
I just spent $16.00 on a product that is supposedly to be used with the G8 female. I loaded the product, (which oddly enough is directed to Content/People/Character.) I loaded my G8 female figure and none of the morphs or materials would apply. I even tried placing the character where they normally go, (People/G8 female/character) and it still doesn't work. Any ideas, or have I just lost my money on a product that does not work. I searched for a way to contact the vendor directly, but apparently, Daz3D doesn't allow that.
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Comments
what item is it?
Before anyone asks, yes I did re-download it multiple times to make sure the original wasn't corrupted in transmission.
If it is for a character, load the figure first and then with the figure selected load the product.
As for contacting a vendor, you don't. DAZ handles all support for the PAs so if you can't get it to work, submit a help ticket to customer support (HELP - CONTACT US - SUBMIT A HELP TICKET)
Thanks for your reply, Sorel. The item is Dayana & Karina Bloom HD for Genesis 8 Female
Thanks , FSMCDesigns.
You got 30 days before your return privilege expires on that product you bought. If it doesn't satisfy your needs, return and get a refund. It's part of their policy.
I like the product, if it only worked. I had envisioned doing a Litle Red Riding Hood image for my granddaughter. Looks as if it wasn't meant to be. That's the advantage of dealing with the vendor. They usually know how to fix the problem. :::sigh::: C'est la vie.
You generally do not contact the vendor. The PA's here pay Daz to handle the customer service. They are better equipped to solve any problems.
Thanks for your insight, RawArt. Intuitively, it seems to me that the person who actually created the product would be most capable of producing a fix or solution to the problem. I suppose as you mentioned, it's easier for the vendor to not have to deal with the public. Oddly enough, it seems to work out well at Renderosity. They all seem eager to help with any problems. Daz obviously has a different business model. "We can't fix it, but we'll refund your money." Why bother to sell it, if you have to return the money? I guess I'd make a poor businessman.
I think you are misunderstanding it. If Daz consider it relevant they will contact the vendor.
But Daz support will first try to investigate the problem, and if it looks like a problem with the product they will contact the vendor.
Consider Daz first line of support, and then the vendors as second line.
Exactly!
That makes it a little more clear. Initially, only refunds were mentioned. It seems a cumbersome process all the same. Particularly with such a small shop having to deal with hundreds of vendors. I don't presume to understand the interworkings at Daz, just giving my insight as an outsider. I guess we've all been spoiled by the promise of instant gratification in all areas of our life. Most times it's a myth. I've spent thousands of dollars here over the years and 95% of the time it's been a pleasant experience. I understand that sh*t happens.
So did you get it working? If it was actually broken and not working there would be many more posts in this thread about the product not working for other users and since there isn't it makes sense that it's probably something off on your end and we'd love to help you get it sorted.
One factor is that there are many problems that have to do with installation or peculiarities of how the product was set up by Daz along the way. The difference between 'problems Daz can fix' and 'problems only the vendor can fix' is not often obvious, and even the vendor might not know the difference.
Personally, I don't want to spend days trying to figure out why a product isn't working for two (and only two) users, only to find out it has something to do with an install method or their computer environment, neither of which I know much about nor can do much to diagnose, let alone fix.
I'm certainly happy to provide help and guidance on how stuff works, but beyond that...
Daz Install Manager usually does not work for me. I'd given up using it. I usually manually downloaded a product, copied the file and dropped it in my Daz3D Library. Until now, it worked fine. Out of desperation, I tried the Daz Install Manager. For whatever reason, it worked this time. I have been able to load morphs and materials for the product. I am thankful that Download Manager worked this time, although I'm still at a loss to explain why my manual download method did not work. Thanks to everyone for your helpful advice.
When you load a fresh Genesis 8 Female figure (not from a saved scene - has to be a fresh load from the library where you installed the new product) - go to the parameters tab and do a search for "dayana" - does anything show up? Even if the presets are misbehaving, if the morph is installed in the G8F data folder, it should show up as a dialable parameter.
Seconding what everyone else said about putting in a support ticket - Daz support is really good.
It can just take them a loooong time to fix a problem.
Canary3D, Taoz? I have solved the problem myself through the DSON method. When I tried the Download Manager previously, it told me my name was not registered. (Which it was) Regardless, it refused me access. So I made it a habit to manually download the products I bought. Until this particular product, that is. Out of frustration, I attempted the automatic download and for whatever reason, it worked. I did open a support ticket, unnecessarily as it turns out. Perhaps they might be interested in the issue with a manual download of the product. Again, thanks for everyone's thoughtful replies.
Hmm, sounds odd. I d/l and install everything manually (never use DIM) and have never had an issue with something not installing correctly. Anywoo, glad you got it sorted out.
It's a first for me as well, Michael. I did everything in my bag of tricks to make it work. Re-download, re-installed, cursed, pulled my hair out and talked very sternly to my computer. Whatever the issue is, it's above my paygrade. Freakily, Dim which had denied me access previously, saved the day. I'll test the products sometime this week.
This doesn't neccessarily preclude a faulty installation of the files via Connect. I've ran into this many, many times. Most often it occurs on popular items around their new release dates. I tend to think there are load sharing issues with the ISP and even though the thumbnail loads fine, the product is not fully installed an won't work. Usually, it works itself out if I wait 3 - 4 days then fully uninstall and reinstall.
I have to agree that it can be uninspiring to make purchases from vendors who don't want to be bothered having to talk to their customers. Not a crime, just uninspiring. However, it's good to know there are a variety of buiness models to choose from, and you seem to already know of an option that may be better suited to your needs.
Thanks, Greybow. Thing is, we'll never know the truth of the matter. We all live lives of quiet desperation. (Lifting a quote from Theroux) This is a minor thing yet still causes anxiety. I can imagine how the techs feel that have to deal with the issues.
You know, jake_f? It seems like more and more products are having issues lately. At Renderosity, most vendors are happy
to hear from customers and try to be genuinely helpful if their product has problems. You're right. it is uninspiring. But Daz and Rendo aren't here to inspire us in our art. They are here to inspire us to make it rain with our money.
It's not "don't want to be bothered" at all. It's a case of, if I'm constantly looking in the forums/PMs/emails and trying to help customers that may have systems or setups I'm not used to, I'm not making new stuff, and the users still don't get the help they need. DS users can be on PC or Mac, I think some folks even have Linux setups. To install it can be done manually, through Smart Connect or through DIM. You can use Smart Content or Browse in the Content Library. There could be one library installed or 30. Content creators are best at making content. Every one of us has our preferences-- for me it's PC, DIM, Smart Content. There's no way I could offer support to someone on a Mac or that uses Smart Connect to install content. I'm completely unfamiliar with it. For that matter, I'd have a hard time helping someone that used a different interface layout style. Vendors are not (for the most part) experts in DS (though we often think we are), and the tech crew at Daz is *amazing*. If we tried to help everyone individually before sending them to customer support, 9 times out of 10, we'd be doing the users a disservice.
That's a pretty string statement to make with no evidence.
I'm not a PA, but I do server support in my professional life. And as such, there are issues that our users run into that need my technical expertise to resolve. However, we have a more general level of technical support in my company that handles all user interactions until it's determined that my help is required. It's not because I don't want to help the users, it is because our service desk sees all of the day to day general computer issues that crop up, and can resolve them much faster than I would as I've been out of a desktop support role for almost a decade. With Daz, Daz support are the Service desk in this scenario, and the PAs are the server support. Having someone who is more familiar with the ins and outs of configuring Studio and it's content than the PAs are will absolutely lighten the load on both the PA and the User. 100% of the issues I have had with content from Daz have been issues that support was able to fix right away, without having to resort to contacting the PA. And every moment spent trying to suss out a technical problem with me is a moment that the PA is not working on their next product.
Things are tough on everyone involved. Customers and support staff. Like most operations, Daz likes to keep their staff at a minimum to maximize profits. Therefore the small group in a 'small shop' will generally feel overwhelmed at times. Someone mentioned earlier in the thread that it took forever to get an answer on a support query. That comes as no surprise. I purchased some platinum club items this morning that I had to break down into Character, Geometries, and Textures putting each into it's respective folder before it would be visible in my content.This seems to be more and more common. Daz is like a box of chocolates.... If you can, it's best to develop your own workaround
I am curious, what OS are you using that you need to manually break it down to install it? I manually install my own, organizing first, but I also rezip the package into a 7z file before its installed, and I use 7zip to unpack the 7z file to my content library. This simple method has never failed me and it keeps my content library organized my way even if I have to reinstall from the 7z files.
Well, speaking only for myself, the forums here at DAZ are definitely one of the reasons I stick around, and part of that is the participation (voluntary) of so many PAs. The forums provide a chance to open useful dialogue not only with the PA, but with knowledgeable moderators, expert users, and others who have purchased the same items as well.
- Greg