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Average time for DAZ3D Support?

EmotionalOutlet3DEmotionalOutlet3D Posts: 243
in The Commons

I'm wondering what the average time for Support to respond? I placed the support request on Monday and have not even received a generic "we will get back to you", I'm wondering if I should re-submit? 5 days seems like a long time for a response....

Comments

  • scorpioscorpio Posts: 8,533

    Did you get the email saying your request had been recievd and was being reviewd by staff? If not then I would resubmit.

  • LeanaLeana Posts: 12,803

    If you didn't receive the automated email then your request may not have gone through, you should check the list of your requests in Help Center to see if it's actually there.

    To do this go to Help Center and use the login button, then you should see "My activities" in the dropdown which appears where your name is. Direct URL to the page is https://helpdaz.zendesk.com/hc/en-us/requests

  • EmotionalOutlet3DEmotionalOutlet3D Posts: 243
    Leana said:

    If you didn't receive the automated email then your request may not have gone through, you should check the list of your requests in Help Center to see if it's actually there.

    To do this go to Help Center and use the login button, then you should see "My activities" in the dropdown which appears where your name is. Direct URL to the page is https://helpdaz.zendesk.com/hc/en-us/requests

    Thanks for the reply and suggestion. Yes it seems it did not go through. Will try again!

  • LeanaLeana Posts: 12,803

    Make sure you login in Help Center before creating the new request, that way you can check immediately if it went through after sending it.

  • EmotionalOutlet3DEmotionalOutlet3D Posts: 243

    Yes I did log in. When I submitted on Monday there was a notice at the top of the page which says it was submitted but did not receive a confirmation email. This time I both got the notice and an email. So all is good!

     

    Leana said:

    Make sure you login in Help Center before creating the new request, that way you can check immediately if it went through after sending it.

     

  • AllenArtAllenArt Posts: 7,175
    edited March 2019

    I'm going to go out on a limb and assume that CS is hopping more than usual because of the sales and the problems associated with them: people not getting discounts they're entitled to, people returning things, etc. Maybe expect a little bit more of a delay than usual? :) I do agree tho, a whole work week and no word is unusual for Daz CS.

    Laurie

    Edit: oops, didn't notice you got your response :). 

    Post edited by AllenArt on
  • TynkereTynkere Posts: 834

    Sounds like OP has answer (might not have gone through) but will add my own experience if topic is ‘googled.’

    Have contacted tech support twice.  Am not sure I can use their names or I would because both were outstanding!  They got back within 24-48 hours.  If giving me advice I followed it immediately & replied.  One problem with database proved stubborn and led to several mails.  She replied same day within a few hours.  (Am sure they want to clear those tickets ASAP.)

    One day I probably replied towards end of her work day, so she replied next morning.  Never took >48 hours (weekdays) on two occasions.

    fwiw

    --Bruce

  • scorpioscorpio Posts: 8,533
    AllenArt said:

    I'm going to go out on a limb and assume that CS is hopping more than usual because of the sales and the problems associated with them: people not getting discounts they're entitled to, people returning things, etc. Maybe expect a little bit more of a delay than usual? :) I do agree tho, a whole work week and no word is unusual for Daz CS.

    Laurie

    Edit: oops, didn't notice you got your response :). 

    I contacted Sales yesterday and got a resolve today, about 2 hours ago, very quick I felt for this time of year. 

  • EmotionalOutlet3DEmotionalOutlet3D Posts: 243

    Just to update I did get a response quite quickly to the 2nd enquiry. But boy did they really screw things up! This was my problem. Last year at some point I paid for a quarterly PC Membership using PayPal. Which somehow means DAZ3D automatically makes it a recurring payment. When there was a sale on the Annual Membership in November I paid for a year. About a month after that the recurring payment (which I was not aware of) at PayPal kicked in, so I was charged for an additional Quarterly subscription. At that point I immediately turned off the recurring payment at PayPal thinking that was the end of it. My subscription should have been good until March 2020 at that point.

    At the beginning of this week DAZ3D once again withdrew a Quarterly subscription from my PayPal account. Which is why I contacted Support. I requested that they turn off the recurring payments at their end (as I'd already done it at PayPal twice) and refund me the latest payment they had taken this week. My PC Membership should be good until March 2020 but NO. Now they've cancelled my PC Membership altogether and not refunded any money at all. I am royally p..sed off as I can't buy anything in the sale at PC membership pricing. I'm less than impress with DAZ3D's support.

  • ChoholeChohole Posts: 33,604
    edited March 2019

    You need to reopen the ticket and sort this out with CS. No one on the forums can deal with problems like this    You reopen the ticket by going to this page   https://www.daz3d.com/forums/discussion/comment/4431751/#Comment_4431751.  ; If you are signed in then just click on your name,  if you are not sighned in then sign in    Go to the page that Leana linked to ( https://helpdaz.zendesk.com/hc/en-us/requests )   Then you need to go to "recent activety?

    Post edited by Chohole on
  • EmotionalOutlet3DEmotionalOutlet3D Posts: 243
    Chohole said:

    You need to reopen the ticket and sort this out with CS. No one on the forums can deal with problems like this    You reopen the ticket by going to this page   https://www.daz3d.com/forums/discussion/comment/4431751/#Comment_4431751.  ; If you are signed in then just click on your name,  if you are not sighned in then sign in    Go to the page that Leana linked to ( https://helpdaz.zendesk.com/hc/en-us/requests )   Then you need to go to "recent activety?

    Yes I realise that the forums can't help. And I assume there is no support on the weekends so no help from them until next week.... though not sure how they managed to balls it up so badly in the first place, I suppose I should be happy as I won't be buying anything in the Catch up sale as it won't be sorted in time. :) 

  • AllenArtAllenArt Posts: 7,175

    FWIW, it's Paypal that make it recurring, not Daz. I just go in to Paypal after my payment goes thru and turn off recurring payments. Why Paypal does this I have no idea. It's happened to me with other sites too and not just Daz.

    Laurie

  • nicsttnicstt Posts: 11,715

    Average times have never been reported.

  • EmotionalOutlet3DEmotionalOutlet3D Posts: 243
    AllenArt said:

    FWIW, it's Paypal that make it recurring, not Daz. I just go in to Paypal after my payment goes thru and turn off recurring payments. Why Paypal does this I have no idea. It's happened to me with other sites too and not just Daz.

    Laurie

    Actually it is DAZ3D! When I discovered the recurring payment the 1st time I immediately cancelled it at PayPal. But a 2nd recurring appeared on the actual day when a 2nd Quarterly payment was taken. You can clearly see it in PayPal's recurring payment's page. Since they don't appear until DAZ3D takes the payment I can't stop it at PayPal. It is obviously a bug in the DAZ3D system and apparently their solution is just to turn off the PC membership all together even if you are paid for a year!

  • ChoholeChohole Posts: 33,604

    You can stop it at PayPal.     I am not sure how you get to the page on a standard PayPal account, as mine is still a business account,  but I did find this using a google search. It is from PayPal help centre

     

    Here is how to cancel an automatic payment with a merchant:
    1. Click the Settings icon next to "Log out."
    2. Click the Payments tab, then click Manage automatic payments under "Automatic payments."
    3. Select the payment you'd like to cancel, then click Cancel.
    A n automatic payment can be canceled up until the day before the next scheduled payment in order for you not to be charged.

     

  • EmotionalOutlet3DEmotionalOutlet3D Posts: 243
    Chohole said:

    You can stop it at PayPal.     I am not sure how you get to the page on a standard PayPal account, as mine is still a business account,  but I did find this using a google search. It is from PayPal help centre

     

    Here is how to cancel an automatic payment with a merchant:
    1. Click the Settings icon next to "Log out."
    2. Click the Payments tab, then click Manage automatic payments under "Automatic payments."
    3. Select the payment you'd like to cancel, then click Cancel.
    A n automatic payment can be canceled up until the day before the next scheduled payment in order for you not to be charged.

     

    As I said before. I CANCELLED the recurring payment at PayPal. I have the email from PayPal confirming it was cancelled on March 2nd. BTW I cancelled it a 2nd time on March 11th when another payment was taken from my PayPal account. I also have an email from PayPal on that date confirming it was CANCELLED. So either it is a bug at DAZ3D or PayPal which keeps adding on the recurring payment. I will wait to hear from DAZ3D on the 1st of the week before contacting PayPal and getting them involved, should it be an error at their end. However I find it most annoying that DAZ3D can't seem to fix the problem without cancelling my year's membership altogether. I should have a membership that is good until March 2020!!!!

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