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Return policy?

ChoppskiChoppski Posts: 627
in The Commons

Haven't bought much from DAZ in a while, and now that I have, there is something I am not thrilled with. They used to allow us to return things within 30 days, I think. Do they still do that and if so, how? I used to call, but I see no phone number any more.

Any advice appreciated.

Comments

  • Serene NightSerene Night Posts: 17,704
    edited September 2017

    https://www.daz3d.com/help/

     

    Put in a work request under  help section as sales support. Include receipt number and the item name

    I usually also tell them I don't want tech support and store credit is fine

     

    Post edited by Serene Night on
  • DaWaterRatDaWaterRat Posts: 2,885

    Submit a help desk ticket for Sales Support.  Tell them the order number, the item you wish to return, and if you want store credit or your credit card refunded.

    And yes.  Still 30 days money back, no questions asked.

    As I understand it, Store Credit is faster.  (It's all I've ever bothered to ask for, so I can't compare)

  • ALLIEKATBLUEALLIEKATBLUE Posts: 2,983

    Just click on the help tab and submit a ticket explaining your issue.  CS is very helpful.

  • ChoppskiChoppski Posts: 627

    Thanks everyone.

  • namffuaknamffuak Posts: 4,436

    Also - Customer Service is human, and they work weekdays US Mountain time. So requests filed after hours on a Friday aren't looked at until Monday morning.

  • RCDescheneRCDeschene Posts: 2,816
    DaWaterRat said:

    And yes.  Still 30 days money back, no questions asked.

    Ehh... I wouldn't say that, given recent ticket I sent regarding a product I wanted to return. It was a morph product I got that looked really great in the promos, but the shapes ended-up not being so great-looking when at a full-front view. They asked me if I wanted to be transfered to tech support to get rendering tips on how to make the protuct look like the promo, which I declined before reasking for the refund. So, Serene Night suggestion is necessery, it seems...

  • barbultbarbult Posts: 26,308
    Yes, they assume you bought the product because you wanted to use it, so if they think they can help you use it, they may offer tech support. If you know you just want a refund and don't want to mess around with back and forth tech suggestions, it is a good idea to state that up front like Serene Night mentioned. It can save you and customer service time.
  • michellekarla092_d8faeec9d9michellekarla092_d8faeec9d9 Posts: 2

    how long does it take for the DAZ3D help center to answer it been over a week since i had a problem that has not been fixed 

     

  • frankrblowfrankrblow Posts: 2,052
    michellekarla092_d8faeec9d9 said:

    how long does it take for the DAZ3D help center to answer it been over a week since i had a problem that has not been fixed 

     

    Customer Support has had to deal with more than usual demand because of the recent, and ongoing sales, and now its Thanksgiving, so that will delay things even more. As long as you got the automated response fro CS, it will be dealt with eventually. Only if you did not get a response email should you send a follow up.

  • Charlie JudgeCharlie Judge Posts: 13,288
    edited November 2019
    dragonfly_2004 said:
    michellekarla092_d8faeec9d9 said:

    how long does it take for the DAZ3D help center to answer it been over a week since i had a problem that has not been fixed 

     

    Customer Support has had to deal with more than usual demand because of the recent, and ongoing sales, and now its Thanksgiving, so that will delay things even more. As long as you got the automated response fro CS, it will be dealt with eventually. Only if you did not get a response email should you send a follow up.

    Dragonfly is basically correct. However, you should also check your help ticket to insure that it is still open.

    Go here: https://helpdaz.zendesk.com/hc/en-us/requests/new , sign in, and click on your name to wiew your tickets.. It rarely happens but if it has been closed then reopen it by adding a comment.

    Post edited by Charlie Judge on
  • NovicaNovica Posts: 23,925

    And also note- if you used that product to qualify for other discounts, or if getting that product caused other ones to be discounted, all that may get undone. The store credit may not be the full price that you paid for it if it causes other items you bought in that cart to increase in price. Anyone had experience with this?  I've never returned anything that influenced other prices, I avoid doing that. 

  • scorpioscorpio Posts: 8,533
    Novica said:

    And also note- if you used that product to qualify for other discounts, or if getting that product caused other ones to be discounted, all that may get undone. The store credit may not be the full price that you paid for it if it causes other items you bought in that cart to increase in price. Anyone had experience with this?  I've never returned anything that influenced other prices, I avoid doing that. 

    If I have problems with an item from an order that does have qualyfing discounts I just return the whole order.

  • TaozTaoz Posts: 10,271
    barbult said:
    Yes, they assume you bought the product because you wanted to use it, so if they think they can help you use it, they may offer tech support. If you know you just want a refund and don't want to mess around with back and forth tech suggestions, it is a good idea to state that up front like Serene Night mentioned. It can save you and customer service time.

    After they started asking I always state the reason for why I return something (which is usually not something tech can help with), but often they don't seem to read what I write before asking if I want tech help.

  • scorpioscorpio Posts: 8,533
    Taoz said:
    barbult said:
    Yes, they assume you bought the product because you wanted to use it, so if they think they can help you use it, they may offer tech support. If you know you just want a refund and don't want to mess around with back and forth tech suggestions, it is a good idea to state that up front like Serene Night mentioned. It can save you and customer service time.

    After they started asking I always state the reason for why I return something (which is usually not something tech can help with), but often they don't seem to read what I write before asking if I want tech help.

    Yea its rather annoying it often adds 24 hours to the resolution time for me, I always state no tech support and that store credit is fine but they still ask questions.

  • TaozTaoz Posts: 10,271
    michellekarla092_d8faeec9d9 said:

    how long does it take for the DAZ3D help center to answer it been over a week since i had a problem that has not been fixed 

    Depend on what it is.  I returned a couple of items last monday, they refunded me two days later (easy one I guess). 

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