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two weeks with out a response now typical of the Daz customer service center?

ChakradudeChakradude Posts: 257
edited November 1 in The Commons

I purchased a monthly ai studio subscription and got a few hours of use from it but never was able to save the art and then the daz website just stopped recognizing that I should have access, even though my purchase is duly recorded in the reciept section. So, Just out of curiosity; is 14 days with out any response dispite many additional emails on my part, is that an average now from other peoples experience? In the past I had to wait a few days to get a response but this seems excessive. I have had many good experiences over the years with customer service and a few difficult ones. Hitting the 2 week mark, sitting here twiddling my thumbs (not litterally, I am working on many projects but wanting to include DAZ ai art in some of them) I thought, maybe Im just to optimsitic, maybe a month is the new minimum. At least during the  Big Sale; what could be more important than that?

I finally had demanded a refund but then realized, I dont want a refund I just want the user experience promised to be able to use the pro interface as advertised at least till I get my rendering machine working again and can go back to daz studio.

 

Post edited by Chakradude on

Comments

  • ChakradudeChakradude Posts: 257

    update: well not much to update except I just checked the free section and found serveral cool items, this dispite being a customer since 2005. I believe in giving credit where credit is due; not into the sale or the wait time but thanks for the free stuff!

  • frank0314frank0314 Posts: 14,042

    Chakradude said:

    I purchased a monthly ai studio subscription and got a few hours of use from it but never was able to save the art and then the daz website just stopped recognizing that I should have access, even though my purchase is duly recorded in the reciept section. So, Just out of curiosity; is 14 days with out any response dispite many additional emails on my part, is that an average now from other peoples experience? In the past I had to wait a few days to get a response but this seems excessive. I have had many good experiences over the years with customer service and a few difficult ones. Hitting the 2 week mark, sitting here twiddling my thumbs (not litterally, I am working on many projects but wanting to include DAZ ai art in some of them) I thought, maybe Im just to optimsitic, maybe a month is the new minimum. At least during the  Big Sale; what could be more important than that?

    I finally had demanded a refund but then realized, I dont want a refund I just want the user experience promised to be able to use the pro interface as advertised at least till I get my rendering machine working again and can go back to daz studio.

    Which department did you submit your ticket to. I'm only asking because this issue has been coming up lately and some submitting to the wrong place. Was it "Sales Support"?

  • ChakradudeChakradude Posts: 257

    thanks for your response and that is an excellent question. I double checked and I did send it to the tech support because I was not having success using the ai studio and I was thinking of it as a product. Are you implying that I should have contacted sales? I guess I could  make another ticket for sales.... also its technically part of the website so I could have called it a website issue. I tend to be willing to do what ever is nessisary within reason to actuate and get things moving. its the zero response at all that kills me.  but you have responded! Please advise me what the best course of action might be..

    Thank you for any and all help you can provide!

  • Catherine3678abCatherine3678ab Posts: 8,333

    If you make a new ticket for Sales Support AND in that ticket, put the ticket number for the one you sent to Tech Support, they will likely merge the 2 requests and likely help you out.

     

  • frank0314frank0314 Posts: 14,042

    Chakradude said:

    thanks for your response and that is an excellent question. I double checked and I did send it to the tech support because I was not having success using the ai studio and I was thinking of it as a product. Are you implying that I should have contacted sales? I guess I could  make another ticket for sales.... also its technically part of the website so I could have called it a website issue. I tend to be willing to do what ever is nessisary within reason to actuate and get things moving. its the zero response at all that kills me.  but you have responded! Please advise me what the best course of action might be..

    Thank you for any and all help you can provide!

    Yes, I would submit a Sales Support ticket and ref the ticket number you sent to tech support. If Sales can't figure out the issue to will forward it on to the proper dept.

  • ChakradudeChakradude Posts: 257

    Ok I will try that, thanks. I was leary of making multiple tickets but referencing one in the other does make sense. Thanks to both of you for your help!

  • ChakradudeChakradude Posts: 257

    Well I was hopeful there for a minute that a new ticket for the sales department would elicit a response but...nada so far.

  • Catherine3678abCatherine3678ab Posts: 8,333
    edited November 7

    Did you check its status? Sometimes the reply emails are delayed but they could be waiting for a reply from you.

    {Help > Contact us > Signin > from the little arrow by your name, "My Activities"}

     

    Post edited by Catherine3678ab on
  • ChakradudeChakradude Posts: 257

    Catherine3678ab said:

    Did you check its status? Sometimes the reply emails are delayed but they could be waiting for a reply from you.

    {Help > Contact us > Signin > from the little arrow by your name, "My Activities"}

     

    Yes, I have been, thanks. I left it for a few days at some point and thought surely they would have responded by now but I am the only one to have made any entry in either ticket. I have had many good experiences with daz customer service but this aint one of them.

  • Richard HaseltineRichard Haseltine Posts: 100,732

    Multiple tickets are not going to help, and posting to bump them may well not help.

  • TesseractSpaceTesseractSpace Posts: 1,402

    So is there nothing to do but sit and wait and hope that eventually someone there might respond?  I've worked a tech support queue, we'd be reamed if we let tickets sit more than an hour without at least an initial response from someone. And that's while dealing with incoming phone calls from customers. 

  • ChakradudeChakradude Posts: 257
    edited November 11

    Richard Haseltine said:

    Multiple tickets are not going to help, and posting to bump them may well not help.

    Thanks Richard, that was my intial thought that multiple tickets would just make things harder to resolve but I thought the idea that I might have posted to the wrong department had merit.

     

    In any case, the one suggestion I have would be in the subscription area there is plenty of room for a "Go to  AI studio Premium" button that would only be there if you did infact have a subscription. So even if someone else had a similar problem in the future where the Ai Studio webpage does not show your subscription accurately then it could be a known solution to check the subscription section and click that button. As it stands, at least for me, the the website is kind of  "schizophrenic" where  in the subscription section it tells me all the details of how much I am being charged and how long I have supposedly been using the subscription and the Ai Studio section is encouraging me to either try it for free or Subscribe. In fact when I click subscribe it puts another subscription in my cart!

    By the way Richard, congrats on passing the 100,000 post mark! thats must have been quite a while back but wow. I have really appreciated your help clarifying things over the years.

    Screen Shot 2024-11-11 at 5.51.07 AM.png
    1390 x 438 - 51K
    Screen Shot 2024-11-11 at 6.12.52 AM.png
    1369 x 995 - 140K
    Post edited by Chakradude on
  • Catherine3678abCatherine3678ab Posts: 8,333

    I had a ticket sitting extra long time waiting for tech support sometime ago. When he finally got to it there was an apology, the extra delay was because he was thought I was a PA.

    When I send things to Customer Support, IF it's the wrong dept., they normally forward it on [telling me so too so I know].

    I didn't keep track of the dates but there is one that was waiting for an answer, must be decades by now. They updated the editions of D/S and the matter was no longer of concern so we both just paid it no more attn as it's now a mute point. From the D/S 3 days ;-)

    So while submitting multiple tickets normally, as a course of habit, is not a particularly useful idea, sometimes, yeah.

    Cheers!

  • dracorndracorn Posts: 2,345

    I had submitted a ticket on July 17 and it wasn't answered until October 2.  

    I thought that the late response was odd.  It wasn't a high priority so I didn't fret about it.  

  • Catherine3678abCatherine3678ab Posts: 8,333

    Often replies have been on the same day or the next day. And once in motion, customer service here has been very good IMHO.

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