Marketing Team Daz closing dozens of help requests
barbult
Posts: 27,473
- I received dozens of emails from Marketing Team Daz about help requests I have submitted.
- The messages say they believe the issues have been resolved.
- The help requests are marked "Solved" when I look at "My Activities".
- I have not received any DIM updates for the products with problems that Marketing Team Daz believes are resolved.
- Of the dozen or so help requests that I retested today based on that email, the issue I reported in the help request has NOT been resolved. The problem still occurs in 4.20.0.6 Public Beta.
- I had to respond to each help request individually to report that it was not resolved. That put the help request back in the "Open" state.
- I have over a dozen more emails to deal with.
Post edited by Richard Haseltine on
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Comments
I got one too, about the missing G8 pauldron morphs in The Legend, submitted in April of 2020. There has been no product update.
I had a burst of notifications too, for all but one of the open tickets I had.
One for a product with a meta-data problem that I've since verified has not been resolved (and has no DIM update) - specifically, that the "Iray" version of the wardrobe assets has a compatibility that means that only the 3DL materials presets are shown if Context Filtering is left on.
A second relating to rigging on a product that I felt was unsatisfactory; this *did* receive an update quite some time ago, although I'm not certain I'd call it properly fixed. (I concede however that assessment is subjective on my part, but the closing doesn't relate to a recent update).
And the last was about me reporting a bug that I think is in Iray, but Daz are better placed to confirm that, as well as pass it on to Nvidia if it is on their end. In any case, the bug does not seem to have been resolved. (I don't *massively* care, as I don't use the feature much, but as I noticed it, I felt I should report it for the benefit of others).
I had this as well, and unfortunately, the last activity on many of them were from the last time they did this and I replied they were not resolved then either.
I got an email asking if a reported issue is still there in 4.20.
What does that tell me?
Sombody noticed there is a ticket for 4.16. and noticed version 4.20 is out.
But nobody looked into the details of the ticket. There is a detailed description, screenshots, and a test scene.
It would have been easy for the support people to test it in 4.16 and 4.20 themselves.
But no, they want me to do the test.
So, I think there is a team just sorting the tickets somehow and another team really looking into the tickets. The latter one seems to have not enough human resources to do the needed work and as a result the customers have to fill the gap.
Well, this is not uncommon in the software world, isn't it?
I wish DAZ would implement a reward system for customers who send a ticket that gets confirmed as a bug. This would show their appreciation that we do the beta testing work for them.
Can you give me a ticket number to check?
What is it you want to check? Whether the reported error has been fixed? Here is one example:
Request #362764 Several errors in Shaniquah product
My help request lists 8 specific problems with this. product. The request was written January 2, 2021. The currently available DIM package is dated earlier than that. There has been no DIM update to this product. The errors have not been resolved.
Apparently there was an issue in Zendesk - the tickets should have been set to Pending, not set to Solved. This has been fixed and should not happen again.
The requests that I received emails about are still marked as "Solved". They have not been fixed to a pending status. Do you mean that future Marketing Team Daz actions will not set them to "Solved" rather than that they corrected the status of all the ones they marked "Solved" yesterday?
One of those messages was in my mail this morning too; It said the Forum problems are solved
I got one too today, but its currently marked Open. Whether my reply ("no, it wasn't fixed yet") has reopened it I don't know.
Yes, a reply reopens the request.
Oh, yes I seem to have missed that you said that in your first post.
Yes, it should not happen again - but it has happened now.
If they decide not to fix a bug then as far as the need to keep it open there is no need, so it's solved. Maybe internally there is another tag to supplement the solved status that says why the ticket was marked as solve, eg, No ROI, but I don't know that their ticket tracker software has that capability, to customize "solved" reasons to that degree.
Could be worse, the reply to my ticket was "delete everything and reinstall everything, you have two days."
They gave no indication that they don't intend to fix the bugs. On the contrary, they said that they believed the problems were resolved, and we must respond within the next few days if we are still having an issue.
For the most part, no updates appeared in DIM to indicate that the products had been updated. Retesting the issues showed (at least for me) that almost all of the problems were exactly the same. Each help request that received this Marketing Team Daz update must be retested by the user, and each help request must be updated by the user to reopen it and keep it alive. This all took me several hours over the course of two days.
Richard has indicated that setting the ticket to "Solved" was an error, but tickets that were erroneously marked "Solved" will not be reset to the intended pending state. Only future Marketing Team Daz actions will be put into the pending state. I don't know what would become of pending tickets that are not responded to in "next few days".
What!!!!!
That's like the tech support guy who says to first re-install Windows and see if that fixes the problem (any problem).
Found the same in my inbox. As for possible problems with the zendesk - pending still means that as far as DAZ3D is concerned, it's done. Unless, the user wishes to test, then submit data and screenshots again. Just as Barbult indicated, the tickets that were in my queue have not had product updates appear in DIM.
BTW, the forums gave me this warning (for the message just before this one): "Body is 27398 characters too long."
Yeah, right... These are from today, on two different computers. One while attempting to write a message response and one while just trying to read a message.
No it's not the worst.
It would mostly depend on the issue with the product and the age of it. If a product is deemed too old to update, then (Useable Pro_Noun) will no longer be able to offer support on it.
Yesterday DIM had an update for Sakura 8. The readme said that the problem I had reported had been fixed. (This was one of the help requests I had to respond to to get it back open.) I thought, "Great, that was fast!". But when I installed the update, the problem was not fixed at all. It was a metadata issue, so I examined the nwely downloaded and installed metadata file. Sure enough, it contained exactly the same error. I had to respond again that it was not fixed.
Edit: Daz QA has updated the metadata in the DIM package, but that change will not show up in my Daz Studio, in spite of uninstalling and reinstalling the product and updating metadata with Content DB Maintenance. I'm still hoping to get customer service help to resolve the problem with the update not taking effect.
Wow b.
I'd nominate you for Sainthood for patience if I belived in such things, but ...
I've a Support ticket going back months. Guess still active; I haven't checked frankly. I did get another message a few weeks ago though.
In over a dozen or so responses to my issue, (that keep getting kicked up or down the food chain, I don't know), there's been several folk involved. But curiously I've not had a direct repsponse to a very specific question that I asked several times.
And that is why I'm being asked to select a specific product from a list in the Daz Content DB Maintenance "tool", that has no means to Search or Sort.
I've over 1200 products when this started. Some of you have several times that.
My question was why simple, basic functions such as that are not written into the tool?
I was NEVER answered after asking several times. Blatently ignored in fact. And I do have my suspicions as to why.
Frankly, that's not acceptable from a Tech Support Dept.
I did try their steps, once or twice, but when it takes 20+ minutes each attempt & hope you don't miss something, for a $2 sale product, you pretty much loose enthusiasm after a point.
Time is not a renewable resource.
I've not replied to their last message 'cus frankly I'm not in a hurry either.
I may at some point though as they finally admitted the issue is on their end.
But they still completely ignored my question.
I got you guys all beat ... of course I have no proof 'cause it was lost in the various forum and store updates over the years ... but I had a tech support ticket that dates all the way back into the days of Daz Studio 3, yes, THREE.
@Doc Acme my specific and direct questions are also almost always ignored, so I empathize. I get lots of identical boiler plate answers about how they apologize for the inconvenience and have reported the problem to the bug tracker. If only that meant that someone would work on fixing the problem...But I've had things in the bug tracker for years with no fix.
It is a "damn if ya do, damn if ya don't", thankless job, so I can empathize... to some degree.
I used to do tech support for DoD clientele. Arrogance & Weasels are the best terms to use. With some acceptions.