Shopping cart woes
Redz
Posts: 1,459
So I just bought what should have been about $23 of Noah's Ark and PC+ items. All looked fine in the cart and I paid with store credit. Then I went to buy something in the FWSA flash sale, only to find my store credit has been almost wiped out! I got charged full price on the everything, even the PC+ freebie. So watch your transactions carefully. I've submitted a ticket. Anyone have any idea how long it's likely to take to be resolved? I'm keen to take advantage of the ongoing sales but need my store credit back :(
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When did you purchase? Prices are known to go loopy for at least an hour after the usual "midnight DAZ time" changeover.
"How long" doesn't really have a solid answer. I have sometimes had a same-day refund, more usually it's next day or the day after.
It was a good number of hours into the sale, but all's well that ends well. I've already had my store credit restored. Thanks Daz Customer service!
You had better luck than me. Because my system crashed and I had to leave the Wi-Fi hotspot I was at there was a delay in me getting back to the Daz store, and I got distracted. I neglected to finish ordering all the items I meant to last night (finding them and opening their pages is what overwhealmed my browser and caused the crash). Realizing this today, I kicked myself. I decided to call support and see if the order could be canceled so I could add the previous items back into my cart with the ones I missed. I would have been glad to have accepted store credit, but the conversation hadn't gotten that far when I was told it wasn't possible because refunds are only possible for a "reason". My reply was that wanting to complete my order was my reason, that was met with silence, so I thanked the person for informing me, and that was the end of the call.
I only mention this because everything I heard over the years never indicated that there were conditions on the return of items (other than the 30 day limit). I'm surprised you weren't told that "not liking the price you paid isn't a reason" (I *know* your situation was more than that) but I got a brush offf for asking for a bit of help while trying to re-order my items and *quite a few more*. I guess the point of facilitating further sales was lost. Anyway, if this is the policy, its not the customer service person's fault. Unless that isn't really the policy. And they didn't give a name. Since it was customer service who did that, who the heck am I supposed to go ask about something like this anyway? Oh well.
I'm not so sure it was DAZ Customer Service. Unless it has changed, my understanding from a few years ago is that phone calls to customer service are handled by a third party contractor who will open a ticket to DAZ Help center. You can do that yourself (and this is the preferred method) by going to Help > Contact Us > Submit a help ticket. And that is what I would recommend you do now. Just recently I was able to return a couple of items for no better reason than I didn't want them and they were only purchased to receive a discount on another item which had later gone on sale without needing to purchase the other items.
In general I have found DAZ customer service to be exceptionally good when a ticket is submitted to the Help Center
Its possible. Or it may be a matter of semantics: many major software vendors have third party services do their tech support, using training and knowledgebase software developed by them, leaving their in house tech support to be used for escalated "tier 1" calls. I've called Daz once before right after the RDNA purchase announcement (regarding that issue) and had thought the call went straight to a tech support person, who seemed knowledgeable and authoritative. That call was pretty late at night and might even have been a weekend, and I was surprised their was anyone actually there to answer. [BTW, the issue I was assured was resolved has never actually been "fixed"]. This time when I called, it went to a voice mail system, gave me the choice of entering an extension or hitting zero for operator, after that I think it gave me a list of options for what I was calling about (if I remember right), which got me to a person.
In any case, Daz's help page points you to either open a ticket online or call them, so if the call is not going to something they consider their technical support then they probably shouldn't have that number posted on their support page. And whoever answers the phone should say: "we're not Daz, we're just here to take a message."
The reason I called this time instead of starting a web-ticket was I needed an immediate response (say within 2 hours) to make a decision: can I get a refund, or should I procede to a seperate purchase (or decide I've bought enough from Daz for the time being). I've done a Daz support ticket or two in the past. I know I got an adequate respone once. The other time(s) I don't know I ever got a response, at least not that came to my attention in a timely manner in the Daz interface when logged in (in "messages", which I just checked: nope, still no response waiting from the distant past). Web ticket, web response: makes sense to me.
But, yes, from what I had heard in the past it was painless to get a refund, hence my confusion. If the answer had been, "sorry, our policy is we don't do that in the situation you described" I would have been disappointed but accepted it. The answer that I had "not given a reason" why I wanted a refund did not compute for me and stuck in my craw as potentially phoney. In the end I made another purchase to qualify (again) for the Taco Tuesday ad and bought some (very nice) boots I really don't think I need. The $11+ to do so counts as a moderately negative amount in my consideration of the store's "goodwill". But, I'm in serious danger of commiting thread-jacking. I just wanted to pipe in and say my experience was that refunds are conditional, and not a given, so the policy may have changed, perhaps recently. If someone with authority can state that's wrong, I'll be delighted.
BTW, my only suggestion of what may have caused Redz' original issue of the missing discount is if the purchase was being attempted at midnight Mountain Time (MT). As I understand it, that's when the "day" changes for Daz's servers (since the company is Utah based). Which would be 2am EST, 1am CST, and 11pm PT. I actually had the same thing happen to me with another CG store (don't think it was Daz), where the time changed during the transaction itself (after I clicked the final purchase button, ahh... glacially slow modern internet, how I loath thee) and the discounts vanished and the bill was increased and paid out of my account, leaving me more than a bit vexed. An email quickly resolved the issue, and I received the difference as store credit. Example: positive goodwill.
On the other hand, maybe Redz didn't make the purchase at that particular time. I think other people have reported the same issue (apparently) as an issue related to paying with PayPal. In this case, he was using store credit, which would make it an entirely, 100%, Daz store issue.
That's why you never saw a response; "Messages" are for private messages between us forum users, the only way to see support ticket replies is to go into the Help system, which is completely separate from the forums.
Note that the way the Help webpage is set up has changed not long ago (and IMO very much not for the better). When you first go into the system, there's a brief pause while you're logged in, don't try to do anything until this finishes. Then your name will appear in the top corner; click on this then "My Activities" to see your old tickets. If you don't notice this, it's much too easy to assume there are never replies to your tickets, and all you can do is add new ones. The new help system is a bit of a mess, many of us wish DAZ still used the old one.
Yeah, I don't think I did all that before. The one time I did get a response I think it might have sent a copy in email, or at least notified me of where to find the message on the Daz site. Somehow I received a message in text (about Platinum Club renewals). The later times I remember stumbling around in the Help area but I'm no longer sure where I thought the messages should be.
Interestingly, going into "My Activities" now shows that there are no Help messages stored. The whole scheme is pretty quirky. You click on Help, then Help Center, and that takes you to https://helpdaz.zendesk.com/hc/en-us where there's a sign-in button, click on that and (I guess if you are signed into Daz) you automatically log in (which begs the question, why didn't it log you in automatically when you go to the page, as you might not realize Daz's support is a different website, but one you can login to).. Its all as clear as mudd to me now.
If they have a new help system, they might have a different company providing help since my previous phone call.
Thanks for pointing that out, I'll need to use it.