Submitting a ticket
Affective Artistry
Posts: 24
Is that not monitored anymore? I submitted a ticket days ago and nothing so far.
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Sales or techncial Support? Have you had the auto-confirmation, and were you actually logged in (ZenDesk doesn't always pick up the Daz log-in at the first go)?
It just depends.
In some cases, you may never receive a response.
In others, it may take days, weeks, or even months.
What was the ticket about?
It was technical support and I'm logged in. I bought the LOD System & Cleaner thinking it would work in D6 as it was newer and Scene Optimizer did not work. Well it doesn't work either and I just read that plugins working in D6 or not is a crap shoot until they are updated by the creator. I was hoping for a solution or a refund.
So they no longer respond to tickets?
A refund would be a sales matter, and all plug-ins will require an update - scripts may or may not. This is a script, that launches an external Python script to do a lot of the work - if you try to run it does it get as far as the Launching Python message?
Technical Support tickets can take ages to get a response, in my experience. It you are requesting a refund, then you should select Refund Request as the ticket type, not Technical Support.Questions.
Another thing to be aware of on Technical Support Questions, if it is a PA issue, they will say they are informing the PA, then they will close your ticket and mark it Solved. You will never get any more response from customer service. If the PA fixes something, you will suddenly discover an update in DIM. If the PA does nothing about the problem, you will just wait forever.
It is a similar situation with Daz Studio bugs. You will be told they informed the developers, Again, customer service will just mark your request Solved and that's the end of it. You won't know whether the developers agreed that it was a bug, or fixed the problem, or decided it was not priority, etc.. You may find something in the Change Log, if you can interpret it.
One more thing. If your help request remains in the system for 3 years, "the system" closes it automatically and marks it "Solved". You will not be informed that this happened (no email). If you look at your requests on the support page, you may notice that this happened silently.
So, in conclusion, there are a lot of "Solved" requests that are not really solved at all.
Assuming they react at all. I have one for an asset where the PA left the MacOS resource files in the zip. The zip puts them in the resource directory as it is supposed to and then Daz complains about these .dsf files that are formatted incorrectly. No response for a few weeks now. Not even the "we'll tell the PA".
I'm probably just going to let it go. It's not worth it anymore. It works in 4.24 and D6 has so many bugs that honestly the only useful part is the AI. Customer service has gone downhill, imo. I have a favorite PA, I love the products but he's so sloppy that I had to create directories for one of his products because the product I bought referenced a directory of one of his other products that I didn't have. Daz basically said its not their issue. I disagree. It's very frustrating.
Thanks everyone. :)
Well, this is kind of a maybe.
If the product isn't a daz3d product, it is a PA issue.
That's if the product doesn't require the other product to function properly.
In that case, it's a user problem.
The caveat here, PA's don't always list dependencies, and daz3d doesn't seem to require any documenation disclosing the dependencies.(all the other websites are just as bad)
The worst example i have, Auto Face Enhancer for g8f.
That thing throws hundreds(over 800 lines of error messages according to my notes about it) in missing dependencies.
You need to have every base character and a laundry list of other PA's characters,and i think some other morph packs, to clear all of them.
I used it one time, and it went in the bin.
No it was definitely not dependant. Just incredibly sloppy. I made it work. At the time, others told me they had the same issue and that the PA was known to be sloppy. Even if it's a PA issue they should update their ticket system and not leave people hanging, imo.
Daz is who does support for all of our products in the store. It is part of their cut on the PA's product. If they can't do the fix, they send it back to the PA and get the fixes done. They then will release an update to the pack once it's done.