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How can we get in contact with a vendor if a product does not work correct?

cosmo71cosmo71 Posts: 3,609
edited March 2016 in The Commons

How can we get in contact with a vendor if a product does not work correct or does partwise not work correct? The thing is I do not really want to open a thread with such an issue of a not correct working product. It would be better to have a chance to get in contact with the vendor. Sure, we can open a help/support ticket or a bug report but I have tickets open for more then two weeks now without any response so far so that is also not a very good way.

Post edited by cosmo71 on

Comments

  • ChoholeChohole Posts: 33,604

    The correct thing to do is file a support ticket.

     

  • LeanaLeana Posts: 12,766

    Part of the agreement DAZ has with PAs is that DAZ handles the support. So you are supposed to contact DAZ, not the PAs directly.

  • V3DigitimesV3Digitimes Posts: 3,366

    If you are lucky the PA has opened a thread in the commercial section of the forum where you can ask him or her the question. Otherwise indeed the best choice is to file a support ticket.

  • Cris PalominoCris Palomino Posts: 12,486

    This doesn't mean the vendors won't be involved in the solution.  Please also remember that not all PAs speak English.  Customer Service is there to interface with the PA and get the best solution possible.

  • V3DigitimesV3Digitimes Posts: 3,366
    Cris Palomino said:

    This doesn't mean the vendors won't be involved in the solution.  Please also remember that not all PAs speak English.  Customer Service is there to interface with the PA and get the best solution possible.

    That's true I had not thought of that. I remember the Customer Service contacted me once to answer a question they could'nt.

  • cosmo71cosmo71 Posts: 3,609
    Chohole said:

    The correct thing to do is file a support ticket.

     

    and wait weeks for an answer?

  • cosmo71cosmo71 Posts: 3,609
    Cris Palomino said:

    This doesn't mean the vendors won't be involved in the solution.  Please also remember that not all PAs speak English.  Customer Service is there to interface with the PA and get the best solution possible.

    Please remember that also not every customer speaks english smiley

  • ValandarValandar Posts: 1,417

    Cosmo, please remember, procedures are there for a reason.

  • cosmo71cosmo71 Posts: 3,609
    Valandar said:

    Cosmo, please remember, procedures are there for a reason.

    well, sometimes the direct contact with the PA is the easier way, that is my experience.

  • SloshSlosh Posts: 2,391

    If you send a message or email to a PA, he/she is not usually going to be rude enough to redirect you to customer support, but technically that is what should be done.  Personally, I have answered numerous PMs from the forum about my products and am generally happy to do so, but if I'm being completely honest I would really prefer it if a user went through the proper channels.  It may be "the easier way", but it's not necessarily the preferred way.

  • Richard HaseltineRichard Haseltine Posts: 108,108

    Remember that asking the PA takes them away fromcreation. if you ask Daz then they need ask a PA only once, at most, and can then handle further questions on the same topic themselves. Support is also more used to providing support, while PAs may be too close to the details of the product to provide the right level of response.

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