I was charged full price for items rather than the 50% off price
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Posts: 7
I submited a ticket about this issue number 275204. I only recieved an automated response. When I checked back today, Tuesday 10th July my ticket has been deleted. I have a video recording of me clicking the link and being sent to a error page.
I was charged $772 when it should have been under $400. I bought four Pro Bundels at 50% off but was charged full prices. SOme other items were also reduced.
I have tried to phone your company on the phone number paypal have for you and I could not get through to anyone. I also looked your number up online which was a little different but that too did not work.
If this matter is not resolved by the refund of all money paid I will have to take the matter up with my bank. Paypal's option for raising a dispute does nopt cover my issure so their systemnm is also lacking. I have not downloaded any of these items.
I have trtied to upload the short videwwo but it does not seem to be working.
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Comments
Ouch this hurts. Try contacting Britney at email address removed. She’s in charge of customer support.
I just had someone in CS check just now, and that ticket is still open. Did you get an email of some kind indicating that it is deleted? I'll keep an eye on this, but I would expect that you should probably hear back from someone today.
You can always re-open your ticket and ask why it was closed. No one in the forums can really help you, so you do need to sort this out directly with Daz 3d. Make sure that you expalin things clearly, so that there is no chance that it be misunderstood.
IE - If you want a complete refund than simply ask for a refund, you have 30 days from the date of purchase to do this. State that you require the refund to be to the same method as you paid, so if you paid by PayPal then you want it paid back to your PayPal account.
However hopefully it is just a misunderstanding .
Please do not raise a dispute because this tends to make things take longer to sort out than does using the proper procedures.
Side note to the OP: When you want to access your tickets, you have to click on an additional "Log In" in the top right corner of the Customer Support page. Otherwise, it will not let you access your tickets. I'm not sure if that was what happened when you tried to access it, but it is a possibility.
I'm checking on this with the manager right now. Really sorry to hear that you ran into a problem with the offer. You should hear back shortly.
I apologize if you for some reason could not access the ticket at some point, however, the ticket was not deleted. Please review the ticket at this time, we have taken care of this matter and can address any other questions you may have in that ticket. Please note that we do ask that you give us 1-2 business days to respond. We do get many tickets per day and answer them in the order they are received. We do our best to answer them as quickly as possible. Thank you for your patience and understanding. Please let us know if you need anything else.
I've just tried the link again, I copied it into a page when I was logged in and it still did not work. But I got a 50% refund, got wmail form paypal. Thank goodness.
I've just tried it again and I get:
oops
The page you were looking for doesn't exist
You may have mistyped the address or the page may have moved
Take me back to the home page
I got the email from Paypal to say that $386 is going to be refunded. So thanks for that. I've been waiting a long time to buy these things on sale, I was always short of cash in the past when they were on sale. Glad it is sorted.
I've seen a significant number of posts over the years since the last major overhaul of the Support page — it just plain isn't obvious how to log in to the Zendesk support system, how to access already existing support tickets, and how to re-open a ticket that appears to have been prematurely closed. It's much too easy to jump through the wrong hoops and get nowhere; can we raise a support ticket about the support ticket system?
That sounds reasonable to me (but don't quote me)
Very weird. Can you check out the following, please: When you go to the page where you submit the help ticket, in the upper right corner, it usually says "Sign in" even if you are signed in already at the store. If that is also showing "Sign in" for you, can you please click it?
Then, it should show your user name. When you click on the triangle, on the list, it says "Activities". When you click on that, it shows a list of all your tickets and their status.
Does your ticket show up there? It probably has the status "Solved" by now. Just curious.
Is that logged in to the DAZ store/forums or to the Zendesk support page? They're different systems — you have to register for the support page separately, although it's a good idea to register with the same name as you have here (makes it easier for the support people to see that someone posting/buying stuff and someone raising a support ticket about an issue is the same someone).