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is there almost no support guys working?

chromchrom Posts: 260
in Freebies

Hi,

is there almost no support guys working?

I have open ticket for some weeks.

Comments

  • HighElfHighElf Posts: 366

    No. They are chronically understaffed. I have a ticket that has been open for around a year, and the last activity on it was seven months ago.

  • frank0314frank0314 Posts: 14,138

    What department did you submit the ticket too and for what?

  • chromchrom Posts: 260

    It is for sales departmend and regarding order issue
    That should not be open for a year

     

  • crosswindcrosswind Posts: 7,307

    Almost a routine ~~ TBH it's the worst CS I've ever experienced.

  • SolitarySandpiperSolitarySandpiper Posts: 566

    i had a situation where buying a giftcard wiped out my tokens, it took over 2 months for them to acknowledge and rectify.

  • caravellecaravelle Posts: 2,476

    I have actually had very good experiences with the sales service: fast, helpful and friendly. One thing took a little longer the other day, but after I kindly reminded them of my problem, everything went very quickly. There is probably still a lot to do at the moment because of the Premier changeover.

  • frank0314frank0314 Posts: 14,138
    edited October 30

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

    Post edited by frank0314 on
  • nonesuch00nonesuch00 Posts: 18,169

    Last ticket I wrote, about the unable to subscribe to Premier issue, was never replied too but the issue was fixed after 5 days or so by the developers as it was a coding/db problem so I closed the ticket.

  • chromchrom Posts: 260
    edited October 31

     

     

     

    frank0314 said:

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

     

    I replied more than once

    such a behavior decreases my will to buy drastically

    Post edited by chrom on
  • Richard HaseltineRichard Haseltine Posts: 101,507

    chrom said:

     

     

     

    frank0314 said:

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

     

    I replied more than once

    such a behavior decreases my will to buy drastically

    Replying/bumping may actually be counterproductive, since it risks moving the ticket up the queue and so making ti likely to be dealt with after the older tickets.

  • chromchrom Posts: 260

    "Replying may actually be counterproductive"

     

    That would be very „unpleasant“;

    after all, this is about overpaid money and an error in the DAZ shop.
    I find it extremely „disappointing“ how customers and their money/ store credit are being treated in this way.

     

  • SolitarySandpiperSolitarySandpiper Posts: 566

    Richard Haseltine said:

    chrom said:

     

     

     

    frank0314 said:

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

     

    I replied more than once

    such a behavior decreases my will to buy drastically

    Replying/bumping may actually be counterproductive, since it risks moving the ticket up the queue and so making ti likely to be dealt with after the older tickets.

    Interesting...that seems like a grossly inadequate system and totally at odds to any customers reasonable expectation to how their issues would and should be dealt with.

    But obviously you know at lot more than we do.

  • Richard HaseltineRichard Haseltine Posts: 101,507

    SolitarySandpiper said:

    Richard Haseltine said:

    chrom said:

     

     

     

    frank0314 said:

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

     

    I replied more than once

    such a behavior decreases my will to buy drastically

    Replying/bumping may actually be counterproductive, since it risks moving the ticket up the queue and so making ti likely to be dealt with after the older tickets.

    Interesting...that seems like a grossly inadequate system and totally at odds to any customers reasonable expectation to how their issues would and should be dealt with.

    But obviously you know at lot more than we do.

    I am not sure how allowing some people to jump the queue ahead of others would be a reasonable expectation. That was one of the reasons they moved to tickets-only - people who could, by time and cost, phone would get an instant response and push people who had to rely on tickets back down the queue. Bumping tickets has the same effect, though not tied to geopgraphy or work times as phoning was.

    That is a seperate issue from the time tickets are taking. I understand the frustration, but I don't have any information that will help.

  • SolitarySandpiperSolitarySandpiper Posts: 566
    edited November 4

    Richard Haseltine said:

    SolitarySandpiper said:

    Richard Haseltine said:

    chrom said:

     

     

     

    frank0314 said:

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

     

    I replied more than once

    such a behavior decreases my will to buy drastically

    Replying/bumping may actually be counterproductive, since it risks moving the ticket up the queue and so making ti likely to be dealt with after the older tickets.

    Interesting...that seems like a grossly inadequate system and totally at odds to any customers reasonable expectation to how their issues would and should be dealt with.

    But obviously you know at lot more than we do.

    I am not sure how allowing some people to jump the queue ahead of others would be a reasonable expectation. That was one of the reasons they moved to tickets-only - people who could, by time and cost, phone would get an instant response and push people who had to rely on tickets back down the queue. Bumping tickets has the same effect, though not tied to geopgraphy or work times as phoning was.

    That is a seperate issue from the time tickets are taking. I understand the frustration, but I don't have any information that will help.

    They were talking about replying to a ticket.. you turned that into bumping, then you turned bumping into jumping the queue!  

    So who is jumping the queue? 

    The OP has already been waiting a number of weeks and he's been told by a Mod that  "It's very rare to have more than a 3-day turnaround on a sales support ticket."

     

    Post edited by SolitarySandpiper on
  • Richard HaseltineRichard Haseltine Posts: 101,507

    SolitarySandpiper said:

    Richard Haseltine said:

    SolitarySandpiper said:

    Richard Haseltine said:

    chrom said:

     

     

     

    frank0314 said:

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

     

    I replied more than once

    such a behavior decreases my will to buy drastically

    Replying/bumping may actually be counterproductive, since it risks moving the ticket up the queue and so making ti likely to be dealt with after the older tickets.

    Interesting...that seems like a grossly inadequate system and totally at odds to any customers reasonable expectation to how their issues would and should be dealt with.

    But obviously you know at lot more than we do.

    I am not sure how allowing some people to jump the queue ahead of others would be a reasonable expectation. That was one of the reasons they moved to tickets-only - people who could, by time and cost, phone would get an instant response and push people who had to rely on tickets back down the queue. Bumping tickets has the same effect, though not tied to geopgraphy or work times as phoning was.

    That is a seperate issue from the time tickets are taking. I understand the frustration, but I don't have any information that will help.

    They were talking about replying to a ticket.. you turned that into bumping, then you turned bumping into jumping the queue!  

    So who is jumping the queue? 

    The OP has already been waiting a number of weeks and he's been told by a Mod that  "It's very rare to have more than a 3-day turnaround on a sales support ticket."

    Replying without anything to reply to would be bumping.

  • SolitarySandpiperSolitarySandpiper Posts: 566

    Richard Haseltine said:

    SolitarySandpiper said:

    Richard Haseltine said:

    SolitarySandpiper said:

    Richard Haseltine said:

    chrom said:

     

     

     

    frank0314 said:

    chrom said:

    It is for sales departmend and regarding order issue
    That should not be open for a year

    Did you reply to the ticket to remind them it is there? It's very rare to have more than a 3-day turnaround on a sales support ticket.

     

    I replied more than once

    such a behavior decreases my will to buy drastically

    Replying/bumping may actually be counterproductive, since it risks moving the ticket up the queue and so making ti likely to be dealt with after the older tickets.

    Interesting...that seems like a grossly inadequate system and totally at odds to any customers reasonable expectation to how their issues would and should be dealt with.

    But obviously you know at lot more than we do.

    I am not sure how allowing some people to jump the queue ahead of others would be a reasonable expectation. That was one of the reasons they moved to tickets-only - people who could, by time and cost, phone would get an instant response and push people who had to rely on tickets back down the queue. Bumping tickets has the same effect, though not tied to geopgraphy or work times as phoning was.

    That is a seperate issue from the time tickets are taking. I understand the frustration, but I don't have any information that will help.

    They were talking about replying to a ticket.. you turned that into bumping, then you turned bumping into jumping the queue!  

    So who is jumping the queue? 

    The OP has already been waiting a number of weeks and he's been told by a Mod that  "It's very rare to have more than a 3-day turnaround on a sales support ticket."

    Replying without anything to reply to would be bumping.

    And bumping is jumping the queue, yeah?... Personally i got the sense that the OP was just following up on a issue that had previously been reported but was then informed that that in itself was likely to lead to further delay. 

    That's a system that just adds insult to injury in my opinion and i will leave it there.

  • chromchrom Posts: 260

    Regarding the 3-day waiting period for resolving, it has now been about 10 weeks.

    This is about money / store credit overpaid by me - the customer. It involves continually recurring sales errors, not errors on my part. From support, I learned that to claim a sales error, one must have an order, meaning a purchase must be made in order to then request a refund for the existing order. Without a purchase, it makes no sense, as after 3 or more days and confirmation of a sales error, you can’t place an order at the originally correct prices! Unfortunately learned this from my own experience.

    In my time here at DAZ I spend much money for really great and diverse stuff. But in this case of this ticket is a big contrast of the quality of the software  / content and the customer support.

    This concerns a significant amount of my store credits related to a ticket from about 10 weeks ago.

     

    Richard, many thanks for your job here inforum – I think in the past you also anwered my technically questions. And also thanks to other administrators here but:

    How can I assert my rights or receive support here if it’s been 10 weeks and a significant amount of my store credit, and I’m penalized for opening an additional ticket regarding wait times or even just for requesting a response in the original ticket itself?

     

    What does this situation and behavior have to do with customer support?

  • Destiny's DesignDestiny's Design Posts: 74

    chrom said:

    Regarding the 3-day waiting period for resolving, it has now been about 10 weeks.

    This is about money / store credit overpaid by me - the customer. It involves continually recurring sales errors, not errors on my part. From support, I learned that to claim a sales error, one must have an order, meaning a purchase must be made in order to then request a refund for the existing order. Without a purchase, it makes no sense, as after 3 or more days and confirmation of a sales error, you can’t place an order at the originally correct prices! Unfortunately learned this from my own experience.

    In my time here at DAZ I spend much money for really great and diverse stuff. But in this case of this ticket is a big contrast of the quality of the software  / content and the customer support.

    This concerns a significant amount of my store credits related to a ticket from about 10 weeks ago.

     

    Richard, many thanks for your job here inforum – I think in the past you also anwered my technically questions. And also thanks to other administrators here but:

    How can I assert my rights or receive support here if it’s been 10 weeks and a significant amount of my store credit, and I’m penalized for opening an additional ticket regarding wait times or even just for requesting a response in the original ticket itself?

     

    What does this situation and behavior have to do with customer support?

    I don't think I've ever used the ticket system, but is there a way to see the "status" of the ticket? And were you given like a ticket number? Could be a glitch or something, where maybe the status was put as something that means it's not active

  • Richard HaseltineRichard Haseltine Posts: 101,507

    Destiny's Design said:

    chrom said:

    Regarding the 3-day waiting period for resolving, it has now been about 10 weeks.

    This is about money / store credit overpaid by me - the customer. It involves continually recurring sales errors, not errors on my part. From support, I learned that to claim a sales error, one must have an order, meaning a purchase must be made in order to then request a refund for the existing order. Without a purchase, it makes no sense, as after 3 or more days and confirmation of a sales error, you can’t place an order at the originally correct prices! Unfortunately learned this from my own experience.

    In my time here at DAZ I spend much money for really great and diverse stuff. But in this case of this ticket is a big contrast of the quality of the software  / content and the customer support.

    This concerns a significant amount of my store credits related to a ticket from about 10 weeks ago.

     

    Richard, many thanks for your job here inforum – I think in the past you also anwered my technically questions. And also thanks to other administrators here but:

    How can I assert my rights or receive support here if it’s been 10 weeks and a significant amount of my store credit, and I’m penalized for opening an additional ticket regarding wait times or even just for requesting a response in the original ticket itself?

     

    What does this situation and behavior have to do with customer support?

    I don't think I've ever used the ticket system, but is there a way to see the "status" of the ticket? And were you given like a ticket number? Could be a glitch or something, where maybe the status was put as something that means it's not active

    as long as you were logged in when submitting going to the Contact Us page (Zendesk) and clicking your name should open a menu with My Activities and Sign Out options - My Activities should show any tickets.

    I don't know why a sales issue would take so long to resolve, though I suspect that suport (Sales support in this case) will have been very busy through the PA and anniversary promotions. If you are able to see your ticket please send me the number.

  • chromchrom Posts: 260

    Richard Haseltine said:

    Destiny's Design said:

    chrom said:

    Regarding the 3-day waiting period for resolving, it has now been about 10 weeks.

    This is about money / store credit overpaid by me - the customer. It involves continually recurring sales errors, not errors on my part. From support, I learned that to claim a sales error, one must have an order, meaning a purchase must be made in order to then request a refund for the existing order. Without a purchase, it makes no sense, as after 3 or more days and confirmation of a sales error, you can’t place an order at the originally correct prices! Unfortunately learned this from my own experience.

    In my time here at DAZ I spend much money for really great and diverse stuff. But in this case of this ticket is a big contrast of the quality of the software  / content and the customer support.

    This concerns a significant amount of my store credits related to a ticket from about 10 weeks ago.

     

    Richard, many thanks for your job here inforum – I think in the past you also anwered my technically questions. And also thanks to other administrators here but:

    How can I assert my rights or receive support here if it’s been 10 weeks and a significant amount of my store credit, and I’m penalized for opening an additional ticket regarding wait times or even just for requesting a response in the original ticket itself?

     

    What does this situation and behavior have to do with customer support?

    I don't think I've ever used the ticket system, but is there a way to see the "status" of the ticket? And were you given like a ticket number? Could be a glitch or something, where maybe the status was put as something that means it's not active

    as long as you were logged in when submitting going to the Contact Us page (Zendesk) and clicking your name should open a menu with My Activities and Sign Out options - My Activities should show any tickets.

    I don't know why a sales issue would take so long to resolve, though I suspect that suport (Sales support in this case) will have been very busy through the PA and anniversary promotions. If you are able to see your ticket please send me the number.

    Unfortunately nothing further happened. Ticket was now 3 months ago.
    You can see a status „open“ but no further activities
    For me, it's absolutely incomprehensible how customers and their money/store credit are being handled here.
    PA and anniversary promotions is no excuse for such behavior.
    It cannot be that the focus is solely on acquiring new customers and making sales, and once the customer's money is obtained, their concerns are clearly treated as secondary.

     

  • RangerRickRangerRick Posts: 283
    edited December 1

    EDIT: Ooops.  It does work on Safari on a newer system, just not from the system it used to work on. (original post below)

     

    Sorry for butting in, but...

    If I go to the bottom of the forum page and click "Contact-Us":
    https://www.daz3d.com/help

    and I end up at the help page and scroll down until I get to the text "Issue not addressed above?", I then click on  "Contact-Us":
    https://helpdaz.zendesk.com/hc/en-us

    and I end up at:
    https://bugs.daz3d.com/hc/en-us

    If I click the "SIGN IN" button along the top:
    https://bugs.daz3d.com/hc/en-us/signin?return_to=https://bugs.daz3d.com/hc/en-us

    it just sticks another "?return_to=https%3A%2F%2Fbugs.daz3d.com%2Fhc%2Fen-us" on the end of the URL and does nothing else that I can see.  It does NOT ask me to sign in and it doesn't notice that I've already signed in to the store and that the forum knows I'm signed in.

    The old link I had saved doesn't work either:
    https://helpdaz.zendesk.com/hc/en-us/requests

    it goes to the address below with the "PUBLISHED ARTIST HELP", "SUBMIT A REQUEST", and "SIGN IN" buttons.
    https://bugs.daz3d.com/hc/en-us/signin?return_to=https://bugs.daz3d.com/hc/en-us/requests

    The SIGN IN button repeats the behavior stated earlier.

    I'm using Firefox 115.18.0esr (64-bit) on a 2012 Mac Mini running macOS Mojave 10.14.6 (yes, I know it's old. :-)
    Does anyone get different behavior?

    Is there a direct URL for the sign-in or to review our tickets?

     

    Post edited by RangerRick on
  • Ron KnightsRon Knights Posts: 1,793

    I reported a problem with one of my favorite products. Two years later, it was fixed.

    By then I'd already given up on the project.

  • bnstone_stonebnstone_stone Posts: 81

    I have put up tickets but I always seem to get blown off. I just put another ticket up abut an issue I'm having with installations but again nothing but silence.

    This seems to be regular operation

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