Daz3d is knowingly selling broken products. Rant.
AnotherUserName
Posts: 2,727
The latest broken product, https://www.daz3d.com/sunshine-hd-for-genesis-8-female . The makeup files do not work as they seem to be pointing at a file structure that must exist on the vendors work computer. Should be an easy enough fix, so I waited patiently for two months. Nothing, no updates, no fix, zero. Now I know full well that the refund policy only extends to 30 days, but in the past an exception has been made for every broken product that I have purchased. Not anymore. Wether this is the result of a new hardline policy or simply because of some new guy at help desk, I dont know. But I do know now, if a broken product is purchased, return it immediately. Customer service at this website has really gone downhill.
There is no qa at this store.
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Are you saying you reproted the issue within 30 days of purchase, it is still unresolved, and they have refused a refund in the absence of a fix? If so please PM me your ticket number.
Yes, that is exactly what im saying. The issue was reported the same day that the product was purchased, 11-27-20. It was not replied to until 12-11-20.
Thanks for your help Richard. Ill PM you.
I had a similar problem. On 2020-08-18, I purchased "101 Series: Pure Grace Poses and Ballet Shoes for Genesis 8 Female" (Product Id: 68181) by 3D Sugar. I installed it, and could not find it. That's because it installed into the wrong directory. I submitted a ticket. After about 2 months, it was fixed, but I was never notified, and I never saw a product update. Even though it's now in the right directory, the readme is still wrong. It should have gone through a normal product update process.
Again, thanks for your help Richard. I appreciate it.
The refund policy is not clear concerning items that dont work. All that is really mentioned is "When you make a purchase, please be sure to test it within 30 days of purchase. If you find that the purchased product does not fit your needs, please submit a technical support ticket for assistance". It doesnt mention anything about a product being lost in QA for extended periods of time.
Oh well, worked out in the end.
I'm glad it was resolved.
One thing I've learned, as a heads up for everyone, is that if an issue is severe enough that a refund will be requested if it isn't resolve it's importeant to say so in the initial report - effectively banking a refund request within 30 days in case it's needed later.
Enough complaints have been made concerning how bad QA has gotten that I feel like Daz should respond.
Why should you feel compelled to fix something that you paid for? I couldve edited those files myself with a simple text editor but why should I? I took the time to write the bug so that daz could fix the issue and potentially prevent other users from having the same lousy experience and so that I could get my moneys worth.
Also, just because we old timers have learned a couple things about fixing these files, dosent mean that everyone else knows how to fix this stuff.
My thoughts exactly! How many newbies out there are puzzled and bewildered and blaming themselves for their new purchases not working.
Going with the assumption that if I buy something, I found it interesting and usefull enough for use and would like to try it out.
If the product is broken and I can get it working by spending 15 minutes of my time, I would certainly do it instead of waiting for weeks or months for DAZ and/or PA to make the same fix, but of course it's up to you - Nobody is forcing you to make the fix, but if the product doesn't work without it, then you can't use it...
in may 2013, i purchased the 3D Bridge for Photoshop and NEVER got it to work properly.
with the heavy promotion of late concerning the bridges, i submitted a ticket again in October last year, thinking things may have been updated and would now be working. unfortunately they were not for me.
in the months since i resubmitted my ticket, I have personally tried to resolve this issue , even providing Support with information of what i have tried. i have had 2 replies in this time , both offering the valueable advice , make sure that you are using the most up to date version of the software .
helpfull? more like an insult . i really dont have any faith in the Support team and i feel the responses are just sent to appease the customers.
Sometimes, they don't even go that far.
I've got a product that is unusably broken -- still for sale in the store, by the by -- and which I know for a fact has has tickets filed by several different people. Product issues confirmed by QA. And ... nothing.
For over a year now, nothing besides "It has been reported to bug tracker" which was the answer I kept getting long after both they and I knew that this did not appease in the least. The closest I finally got to actual answers was when I asked some very exasperated, pointed questions, and got what I can only describe as somewhat resigned and exhausted answers from Customer Service. (There's a difference in who is who, by the by. Customer Service seems to be the front line support; they refer issues to QA, who may or may not choose to deal with them -- and yes, that was essentially the answer I was given. Customer Service is there to work with the customer -- and, not so incidentally, get yelled at by irate customers when QA does not do its job.)
My initial ticket wasn't filed until after the 30 day window had passed, so refunds aren't on the table.
I will admit, though, an eight-year long ticket that hasn't been substantively addressed is impressive. Horrifying, but impressive.
But yes. Daz does seem to knowingly, if not deliberately, keep products in the store when they know for a fact that they are broken.
I understand why someone would want to fix something when they know they can, ive done the exact same thing in the past with daz files. I can only imagine that its because this is our hobby and we enjoy it. Even fixing an item is enough of an accomplishment to derive some pleasure from it. The question is should we fix our own files? Arent we contributing to the overall issue? Arent we just as much of a problem as the user who never reports an issue? All of these actions seem to contribute to the additude that proper QA is un-warranted or that fixing items is unneccessary.
If you buy a shirt from a clothing retail outfit only to find that there is a tear in it, do you take it back or do you sew the tear yourself?
Obviously there is more to it than my own little speculation. For as many products that daz releases on a daily basis, proper qa would be extremely time consuming and expensive. However, taking the time to write up issues for daz on my own time only to recieve months of silence is incredibly frustrating. Especially when we are strung along with the idea that a fix will be provided.
I think you nailed it quite well. If users continue to fix issues themselves instead of claiming a refund, there simply is no commercial reason to increase QA staff. PA's still get their fair share, DAZ is making a revenue. The only one that is not exactly happy is the customer. And as long as customers still buy, despite knowing what could happen and how defects are handled, there is no need to increase customer satisfaction.
When someone tells you who they are, believe them.
We must not never fix our paid products even if we know how to make such fix.
that applies even with freebies.
I too have been noticing more problems with products, where usually there were none. We are in a pandemic, and communication and process might be harder to check or verify, but I do hope the Daz Team will iron out the workflow with PAs to published product and up the quality. Better to wait with releasing a product and to have no errors than release early and solve the mess afterward.
Newcomers might be put off from using Daz Studio when using a faulty product.
I'm in two minds about freebies. They do take a lot of effort, and the reward is... well, precisely zero, as specified in the fact they're freebies. I know there are a lot of people who say 'You get what you pay for, and freebies cost nothing so that's what you get.', but there are a lot of high quality freebies and some people who are practicing and thereby trying to improve quality. Many of the purveyors of freebies from the 'high' and 'trying' quality groups would be mortified to discover they've released an erroneous product. Sometimes, it's because they know no better rather than deliberately doing it and sometimes it's an oversight. Where it's due to knowing no better, on those occasions correcting it yourself may be the only way to get it fixed. Letting the freebie generator know of the problem is the least you need to do, and sometimes sending them the fixed file will be the best way of teaching them how to do it right.
Regards
Richard.
[Mortified creator of a number of freebies, a single one which had an oversight error and I intend never to do that again.]
I've been having a lot of problems with this myself. Daz used to be about high quality. Now half the time, you get a bundle and products in it have broken links. I report it. I have finally started just reporting these things and I will never buy those products from those PAs again. So do not be sloppy, folks.
And frankly, I never learned to fix stuff. I probably could, but I write and do Photoshop and edit, and that is one more GD thing I don't really have time enough to do. That's what I pay YOU to do.
Hey All,
First of all, I'm sorry you're experiencing issues with our products. I personally am responsible for our QA team and I can tell you they all work diligently to maintain the high quality of product and we test everything regardless of list price (including freebies) and there is no expectation from our end that you "fix" your purchases yourself. I can also say we greatly appreciate all the tickets and flags that get filed. If a product that has been reported broken is left for sale it's because we believe that the creator or Daz has successfully fixed the product - if that's not the case we only know if another ticket is filed.
This doesn't solve the problem today but I can give you some insight into what we are doing to try and improve these experiences and maintain high quality product with the increased volume. We have increased the size of our QA team by 30% and have had a filename and path checker program written that we have passed to all the creators to verify product before it even gets to QA.
Again we apologize that you've felt that the issues have gotten more plentiful but please bare with us as we very much do care about our customer experience and we are working hard to put systems in place to solve these issues.
Thank you.
Since we now have official word, and a reminder of how to handle hanging issues, I am going to lock this thread.