Deteriorating quality of support
Sensual Art
Posts: 645
Is anyone else facing poor response times from support these days? I raised a ticket for a billing issue more than 2 days back (during PA catch-up sale) and so far no one has responded yet. I have even tried reaching support over phone but the operator said that they do not have direct contact with the back-end support team. I was told that they only have a web based interface to reach back-end support and it would take 3-4 working days for them to respond.
I was charged $888 through PayPal when the cart amount at checkout and at PayPal confirmation page was only for $250. I only saw that amount on the order confirmation email which displayed the transaction time to be 21 seconds (yes, a frigging 21 seconds) beyond the sale close time.
I can understand the queue due to the back-to-back sales but 60 hours is more than reasonable time to respond to a request and this is the worst response time I have ever seen by any standards. Is there any other alternate means to expedite this or do I have to go through PayPal in getting this resolved?
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Comments
Did you get the automatic ebot to say that your ticket had been received?
I have brought this to the Sales team's attention. We are working on a resolution now. It looks like the order was processed 21 seconds after midnight causing the sale prices to drop. We do apologize for any inconvenience. You should see a reply to your ticket and a refund to your PayPal account very soon. Thank you for your patience.
No response to my ticket either... 227065 from 2 days ago from PA catch up sale problem too.
A good example for why the total of the cart should be locked as soon as you're on the checkout page. At least for some minutes.
The issue has now been satisfactorily resolved by support. I honestly hope I did not have to bring it out in public
Renderosity handles this is a very nice way. They freeze the order and immediately issue an order confirmation (with order number) on checkout if the PayPal option is selected. The files are not yet available for download and the order shows pending payment. One can then make the PayPal payment even after the sale has expired without worrying if they would lose the benefits of sale.
What worried me in this case is that PayPal showed the discounted price in the order confirmation page on the PayPal website. But while charging my card the discounts were not applied. It is not uncommon for checkout to take more than 21 seconds to process. I almost got burnt in the process.
I did get the bot reply with the ticket number. But did not get any acknowledgment for 2 days if anyone was looking into it. The $888 was a significantly huge amount that was consuming the credit limit of my card. Anyways, its resolved now.
2 days is really not a long time when we are in the throes of a major sale. And tickets are dealt with in the order that they are received normally, regardless of the content. So glad it has been sorted out now.
Usual response time for me is around 4-5 days. Support at daz's store has always been great. 2 days is pretty quick.
I need to know the answer today or once again, I'm dumping out a big cart. This is becoming very time consuming. Ready to stop buying if I don't get a response...
I'm waiting on a ticket, too. But it's only been a couple of days. I used my coupon on a purchase of a DAZ O and its texture set. Then discovered that the base item was connect only, which I refuse to deal with. So I put in a ticket.
The purchased items disappeared from my product list, but I've still not got my refund applied to my store credit.
ETA: Well, I take it back. I seem to have been refunded rather than having the amount applied as store credit. I thought that the store credit was the default. Guess I was wrong.
I remember support turn around times for Daz to be only a few hours during Feb-March this year even after accounting for time zone differences. For smaller transaction amounts I ususally do not bother to track the turn around time. Even during the current sale season I could have saved a few dollars if I raised tickets for each time an item that I purchased days back was available at a better discount in a subsequent offer. But I haven't done that considering that recovering a few dollars is not worth all that hassle (for me an Daz support).
But issues with larger transaction amounts can cause some anxiety especially if no responses are received for days. I do not know if they have any mechansim to prioritize tickets based on criteria like issue type or transaction amount. But from the delay it seems that all issues are put in the same queue or there are too many issues with high transaction amounts. Both scenarios are scary for me,
Tickets are dealt with in the order that they are received.
I normally give customer service 3 days to respond to my ticket after which I send a follow up. I've never really had to send a follow up so far. More often than not, my issue(s) is resolved within 24 hours.