Questions about returns/refunds/store credits

mavante

I purchased a product from the Daz store a few days ago, then before I ever downloaded and installed it, I discovered more information about it and knew it would never serve my purposes.

I've read the policy on returns. I filled out the necessary form and submitted it. And so far ... Nothing. There has been no response at all. So the main question I have is:

How long does one have to wait before reasonably expecting to get a response?

I also have a question about the form. It required me to select whether it was a ticket concerning sales, or a technical issue. Naturally, I selected sales as the only logical choice between the two.

But then later on in the form, it demanded some kind of "tracking" categorization for sales AND for technical. BOTH were required to be selected from a drop-down menu. Huh?

There was nothing in the menu under the technical tracking section that made any sense at all, because it wasn't a technical issue. I selected the "Spam/NA" option, given that NA (not applicable) was the only thing that was— well, applicable.

Does anybody understand at all why they demand that you select one or the other, and then later demand that you fill in information for both?

Cris Palomino

Did you receive an email confirmation that they received the ticket? That should be automated. Actual response could be delayed due to the very large sale, March Madness. But they will get to you. If you didn't get the confirmation,try submitting again.

barbult

Sales Support is the correct category. I don't know why they make us fill out both sales and technical reasons. On the technical support issue drop down list choose Sales Support Issue.

mavante

Cris Palomino said:

Did you receive an email confirmation that they received the ticket?

No. Nothing. Nothing whatsoever.

 

Charlie Judge

mavante said:

....

I also have a question about the form. It required me to select whether it was a ticket concerning sales, or a technical issue. Naturally, I selected sales as the only logical choice between the two.

But then later on in the form, it demanded some kind of "tracking" categorization for sales AND for technical. BOTH were required to be selected from a drop-down menu. Huh?

There was nothing in the menu under the technical tracking section that made any sense at all, because it wasn't a technical issue. I selected the "Spam/NA" option, given that NA (not applicable) was the only thing that was— well, applicable.

Does anybody understand at all why they demand that you select one or the other, and then later demand that you fill in information for both?

In the Tech Tracker section I usually select "Sales Support Issue" 

mavante

barbult said:

On the technical support issue drop down list choose Sales Support Issue

Oh. Didn't see that. May have been so annoyed by the exercise that I didn't get to it or zoomed right past it. As soon as I saw "Spam/NA" I selected that and submitted.

Also, having to choose "Sales Support Issue" from the "Technical tracking" dropdown, when you've already identified it unequivocally as a sales issue is beyond the Department of Redundancy Department; it's straight out of Nurse Ratched.

barbult

You could always submit a technical support help request to complain about it.

Catherine3678ab

If you go to the Help pages, instead of submitting another ticket, you can 'sign in' and click on your name there. A list will appear of all your tickets. If it went through it should be showing as 'open' ... and if nothing is there, the request didn't go through so try again.

mavante

Catherine3678ab said:

If you go to the Help pages, instead of submitting another ticket, you can 'sign in' and click on your name there. A list will appear of all your tickets. If it went through it should be showing as 'open' ... and if nothing is there, the request didn't go through so try again.

Thanks very much for the help, Catherine. I never in this life would have found that without your guidance. 

I did that, and discovered that a Daz peson *had* replied to me at the end of that little maze. I believe a store credit is now in the works.

ETA: I don't understand at all why I didn't get a notice either in email, or in my Daz account Inbox. They have my email on file (lord knows I get enough spam email!), and the "ticket" form required an email address to be submitted, and they surely know how to PM me. Weird, weird, weird.

Catherine3678ab

mavante said:

Catherine3678ab said:

If you go to the Help pages, instead of submitting another ticket, you can 'sign in' and click on your name there. A list will appear of all your tickets. If it went through it should be showing as 'open' ... and if nothing is there, the request didn't go through so try again.

Thanks very much for the help, Catherine. I never in this life would have found that without your guidance. 

I did that, and discovered that a Daz peson *had* replied to me at the end of that little maze. I believe a store credit is now in the works.

ETA: I don't understand at all why I didn't get a notice either in email, or in my Daz account Inbox. They have my email on file (lord knows I get enough spam email!), and the "ticket" form required an email address to be submitted, and they surely know how to PM me. Weird, weird, weird.

You're quite welcome. I've obviously spent some dedicated time trying to find that page one day myself, it's not an expected way to have to do things.

Now and then email goofies just happen, could be for any number of reasons not worth pulling our hair out about.