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Support expectations

AndrewJJPAndrewJJP Posts: 752
in The Commons

I'm really not sure where else to ask this, I hope it's OK.

3 weeks ago I submitted a support ticket asking a technical question concerning V8.1. In that time, nobody has even acknowledged it and I've now chased 3 times. Unfortunately I still have no solution. Is this normal or has my request perhaps got lost somewhere? I'm starting to wonder if something went wrong. Surely this is not normal? I've used Daz for a few years but I've never had much call to raise a technical ticket. The sales tickets are always answered very quickly and I was very satisfied with the service. Thanks!

Comments

  • Serene NightSerene Night Posts: 17,704

    This is definitely normal. You can try the technical help forum for peer help. 

  • nemesis10nemesis10 Posts: 3,850

    My guessis that it was lost.  You should have seen an automated reply when you logged into support and submitted it.  To check if it was there, go to Help, Contact Us, login as it asks, and see if there is a case # assigned.

  • Mark_e593e0a5Mark_e593e0a5 Posts: 1,602

    Yes, sales tickets are answered very well. Tech tickets are not, though. I realized that it is easier to RETURN a product than get it FIXED. In my personal oppinion, that is weird. I DO want to get things fixed, because I had a reason to buy a product first place. But I do want to USE that product, not just have it sitting in my library. In my case, hat includes smart content metadata, which are very often completely messed up by DAZ (no, the PA has nothing to do with that, smart content metadata are DAz responsibility).

    If a product is really broken, it gets fixed rather soon. If it is just the metadata, it is rotting in the tech queue forever.I am very satisfied with the sales support. Tech support is not really great (to phrase it in a friendly way).

  • McGyverMcGyver Posts: 7,085

    Other stuff to consider if you continue to get no response... summoning circle, ouija board, and or sacrificing a large pumpkin on the altar of Asogragnorg..

    I believe for best results make sure it is a virgin pumpkin.

    If large pumpkins are unavailable, a herd of cantaloupes can be substituted upon request.

  • Mark_e593e0a5Mark_e593e0a5 Posts: 1,602
    edited February 2021

    McGyver said:

    Other stuff to consider if you continue to get no response... summoning circle, ouija board, and or sacrificing a large pumpkin on the altar of Asogragnorg..

    I believe for best results make sure it is a virgin pumpkin.

    If large pumpkins are unavailable, a herd of cantaloupes can be substituted upon request.

    Given that they are located in Salt Lake City, that might work laughdevil 

    Post edited by Mark_e593e0a5 on
  • AndrewJJPAndrewJJP Posts: 752

    nemesis10 said:

    My guessis that it was lost.  You should have seen an automated reply when you logged into support and submitted it.  To check if it was there, go to Help, Contact Us, login as it asks, and see if there is a case # assigned.

    Thanks! I got the automated message and I can see there is a case number. I wondered if it somehow never got assigned or something. It was raised 22 days ago and  nothing since except me chasing it :)

  • AndrewJJPAndrewJJP Posts: 752

    Thanks everyone! I'll ask in the forum. I always worry I'll get flamed for something but you all seem very nice :D

  • NylonGirlNylonGirl Posts: 2,254

    I think you're still going to get flamed. But I've also got tech support issues that seem to be ignored for months,

  • barbultbarbult Posts: 26,408

    Unfortunately this situation with customer support is common these days. Please ask in the forum. Maybe another user can help.

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