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Why so poor vendors support

javier-2684100javier-2684100 Posts: 13
in Product Suggestions

Hi,

I find really annoying that there's no way to contact most shop vendors for support. Most assets stores out there provide some official way to contact the sellers, but not daz, why?

I have several hundreds of original items bought and, in many ocasions, the product had some issue or we had some doubt about using it that needed to be cleared before buying, and I had no option to contact the author. I would encourage Daz team to change this and include a public email address or a contact form on every seller page, as many other serious stores are doing (the unity asset store, just for mention one). 

I could mention several cases, but the last one, the SimTenero Voxelizer, which in the product page links the support address with a 404 error. And it is really annoying. 

Javier

 

Comments

  • AtiAti Posts: 9,130
    javier-2684100 said:

    Hi,

    I find really annoying that there's no way to contact most shop vendors for support. Most assets stores out there provide some official way to contact the sellers, but not daz, why?

    I have several hundreds of original items bought and, in many ocasions, the product had some issue or we had some doubt about using it that needed to be cleared before buying, and I had no option to contact the author. I would encourage Daz team to change this and include a public email address or a contact form on every seller page, as many other serious stores are doing (the unity asset store, just for mention one). 

    I could mention several cases, but the last one, the SimTenero Voxelizer, which in the product page links the support address with a 404 error. And it is really annoying. 

    Javier

    There is a "Contact Us" link at the bottom of every DAZ page. You can open a support ticket there, and reach all vendors through customer support, if they cannot solve your ssue themselves.

  • frank0314frank0314 Posts: 14,049

    you can also look up the vendor on the forum and click on their name and send a PM but Daz does all the support for all products in the store so you should submit a ticket if you have issues with it.

  • kaotkblisskaotkbliss Posts: 2,914

    And if it's a question about a product, most likely someone on the forums have already purchased it and may be able to answer your question :)

  • LeanaLeana Posts: 11,694
    javier-2684100 said:
    Most assets stores out there provide some official way to contact the sellers, but not daz, why?

    Maybe because part of the agreement DAZ has with vendors is that DAZ handles the support?

  • JasonSWrenchJasonSWrench Posts: 379

    I've also messaged a few of them directly through the forums and gotten great responses over the years.

    JW

  • frank0314frank0314 Posts: 14,049

    Most PA's will answer any question you have if you message them. I know we do and don't mind at all if they do contact us. We feel its our product and who knows it better than us. If you can't find them in the forums then you'll need to contact support and they will answer your questions.

  • frank0314frank0314 Posts: 14,049

    Also if you go to your inbox for PM's you can start typing the vendors name and it has an auto fill that you can select from to find the PA.

  • Cris PalominoCris Palomino Posts: 11,362

    Just keep in mind that not all vendors 1) speak/write English, 2) visit the forums, 3) feel comfortable with interaction.  Daz provides customer support and can get questions to the PAs, depending on the questions and responses needed, so as has been suggested, it is best to submit a ticket.  Also look for official threads by PAs (the title will end in the word Commercial), as they will typically monitor those threads for questions and comments.  

  • javier-2684100javier-2684100 Posts: 13

     

    Leana said:

    Maybe because part of the agreement DAZ has with vendors is that DAZ handles the support?

    Thank you all for the responses. I admit that I was upset because I just had that issue -again- and felt frustrated. I had no idea of this, so will have in mind, but honestly I don't think DAZ can/should really _support_ 3rd party products. Anyway, thanks again, and I will try as you suggest.

    In any case, I still think that there's a lot of gap for improvement. At least, let me suggest to fix the link used in all product pages that points to a broken support page (http://www.daz3d.com/shop/help/help-contact-us/).

    And if may I add something else, I think it should be mandatory to include the product license both in the product page and in the listing shop page... :)

     

     

     

  • ChoholeChohole Posts: 33,604
    edited August 2016

    The Link to the help desk is on every single page on the site, both store pages and Forum pages.  Scroll down to the bottom and see, it says "Contact Us" .If you prefer to scroll up, it is also at the top of every page as a "Help" button.

    Also the licensing agreement is linked at the bottom of every page, on every single page, next door but one to the Contact Us button is the "Licensing Agreement" button.

    Post edited by Chohole on
  • AntManAntMan Posts: 2,051

    PAs are open 24/7 I get back to most requests and question within a day. PM is a good way to go.

     

  • FirstBastionFirstBastion Posts: 7,760

    Daz provides a service for its vendors,  and handles most support questions.   That allows vendors to focus on creating more content.  Nonetheless PAs are available to answer questions through the forums or PMs.  Atleast 25% of the PAs are forum regulars who post comments and threads on a regular basis.  Fairly easy to contact them.  Just use the link under the avatar. 

     

    Since you're requesting SimTenero Voxelizer here's his commercial thread:

    http://www.daz3d.com/forums/discussion/104246/simtenero-voxelizer-commercial#latest

     

  • simtenerosimtenero Posts: 383
    FirstBastion said:

    Daz provides a service for its vendors,  and handles most support questions.   That allows vendors to focus on creating more content.  Nonetheless PAs are available to answer questions through the forums or PMs.  Atleast 25% of the PAs are forum regulars who post comments and threads on a regular basis.  Fairly easy to contact them.  Just use the link under the avatar. 

     

    Since you're requesting SimTenero Voxelizer here's his commercial thread:

    http://www.daz3d.com/forums/discussion/104246/simtenero-voxelizer-commercial#latest

     

    Very much this ^  :-)  (And yes, I landed on this thread by shamelessly searching myself :-P ).

    Daz's front line support is one of my absolute favorite things about working with them!  I do my very best to provide direct support through the forums and by PM, but I still encourage folks to take advantage of Daz's support staff as a first resort.  They are excellent and can often get back to people much more quickly than I can.  They also make it a point to stay up to date.  I've had support staff content me to ask questions so that they could provide better support, and that's just flippin' awesome!

    That said, Javier, you make a totally fair point.  Broken links make it harder to find that support when you need it, so I'm glad you are mentioning it :-)

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