Is Help Desk Snowed Under?
Prince Wao
Posts: 373
in The Commons
I put in a ticket two Sunday's ago, but haven't had a reply in 2 sets of 5 weekdays. Are they currently overwhelmed with tickets or should I chase them up?
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No one can say. The responses some people get seem to indicate they are running behind.
I have a couple unresolved tickets in right now too for product issues, I just assume they are 100% overwhelmed dealing with the fallout of the store software change.
I hope they got to take thanksgiving off. I'm just being patient now, I know they'll resolve my issues when they can.
The issue with support tickets predated the holidays or COVID-19. Some of us have tickets now over a year old that have never been resolved.
Well that's concerning. I'm sorta "new" around here (finally fully migrated away from Poser a few months ago) so I guess I was making some assumptions about support.
Support certainly was under heavy load following the store chnage over, and I think to an extent before that. At one stage they were prioritising sales issues, since those are the ones where people's money is involved. I'm not sure of the current status, apparently the new store is generally working better and the volume of new tickets is down, but it will obviosuly take a while to get fully caught up.
Well, people's money is also involved in defect products. So, instead of reporting an issue and waiting for ages to get it fixed, is it better to ask for a refund? Would not help neither DAZ nor the PA's, I suppose.
I know it's fustrating.
@Mark_e593e0a5 The thing is, the support team cannot fix a defective product or fix the store, and it is unfair for anyone to call them out as giving bad service for not doing so. They can credit monies for overcharges or sales/discount related refunds and had you tried that mode you would have found they did their job well and super fast. They cannot fix store problems or tech issues. They are sales support and if it is an issue outside of their control they forward the compalint to the appropriate parties and wait for a reply just like you do, but they get blamed when the reply isn't fast enough, which is simply wrong A defective product is on the PA. Sometimes the product appears defective but uninstalling and reinstalling fixes it (sort of like a corrupt download) but when it doesn't, you have two choices. Wait for the fix or ask for a refund. If it's outside of 30 days you have one choice, wait for the fix. Sometimes a defective product is 'seen' as defective when someone opens a discussion sharing the problem and asking others if they have the same issues. PA's in the middle of a huge project, with a deadline, are unaware and unfocused on some of our discussions, and because the product passed quality control, they go on with the next project, and cannot stop to fix something in the moment but they do fix it eventually if they want future sales. It's sort of like booking an appointment with a specialist. There is a waiting list, meaning if another project is on the table, they have to focus on meeting that deadline first. Also I would assume fixes cannot be done overnight and simply uploaded as a fix the next week. I am sure there is red tape or protocol to follow. You might fair better to try a new discussion sharing your issue and asking others if they have the same issue with the product. Maybe I have the product, or have had the same issue, whatever it is, who knows?
The decision to market defective products is daz store's decision.
The last four digits of my stored credit card has three numbers. My first and last name is gone too, but the card works just fine. I can't refer to how this is messing up my PC+ Club membership automatic renewal, since I just submitted a ticket.
If I can't fix a product myself or work around the defect, I return it immediately. When people show you who they are, believe them.
No one is blaming the people who work in support. We're mostly blaming Daz management for not putting adequate controls in place so that defective items don't get into the store to begin with.
I've got multiple products that I've bought during this Black Friday sale and won't download. It's ludicrous, but what's the point of putting in a ticket as we won't get a response for several weeks based off of their own responses.
Daz keeps going from wonky and eccentric to just plain bad. It's also not fair to the poor mods of these forums to have to act as free tech support for Daz.
I guess hiring more people is out of the question?