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I ordered, I paid via PayPal and get no access, no support since 6 days

juergen_buchbergerjuergen_buchberger Posts: 0
edited June 2013 in The Commons

Here's my email communication with daz3d. It's very frustrating...
Please activate my account and give me access to my downloads.
Best regards
Jürgen

Post edited by Richard Haseltine on

Comments

  • Richard HaseltineRichard Haseltine Posts: 102,770
    edited December 1969

    Since you now have an active account, please open a support ticket. This is not something the forum members can help you with, nor can the forum team as we do not have access to that section of the system. Please bear in mind that it has been the weekend, and that DAZ is not yet open today.

  • EleleElele Posts: 1,097
    edited June 2013

    Do accounts need activation?
    Can't you go to "my account -> Product library" (here on the site) to download your products?
    Or are you waiting on some kind of serial code to activate a product?

    Post edited by Elele on
  • juergen_buchbergerjuergen_buchberger Posts: 0
    edited July 2013

    Now at least 4 weeks are gone and no reaction from DAZ3D. Richard, you wrote me a mail on 5th June with the following content:

    "I have forwarded your emails to the Sales department. I apologise for the problems you are experiencing."

    But nothing happend. I can't understand, that a manual activation of an account is such a big problem. You know my mail, you have my money, you have the payment docs, you have anything...

    I ordered and payed on 4th June. And Richard, this account is my private and I can't open a support ticket because no order and no payment was done under this mail. That's the reason why I wrote my mails to:

    sales(at)daz3d.com
    abuse(at)daz3d.com
    tech(at)daz3d.com
    and you personally.

    Please activate my account immediately and allow me to download my payed product.

    Best regards
    Jürgen

    Post edited by juergen_buchberger on
  • Herald of FireHerald of Fire Posts: 3,504
    edited December 1969

    juergen_buchberger said:
    I ordered and payed on 4th June. And Richard, this account is my private and I can't open a support ticket because no order and no payment was done under this mail.

    You need to open a support ticket under the account that you made the purchase on. When you made the purchase you would have had to have created an account, and that is what gives you access to your downloads. Check your mail to see if you still have the account details and use those to log in to the Daz website. Go to the 'My Account' and then 'Product Library' to see if your downloads are listed.

    If they are not listed there, then please file a support ticket under the same account you made the purchase with. It's how Daz can verify you are the person you claim to be.

  • juergen_buchbergerjuergen_buchberger Posts: 0
    edited July 2013

    Thanks for your support Herald,

    but this is not possible. DAZ3D edited my first post and erased all information and mail traffic about the process. For you in short

    - I ordered bryce through the Magento Shop with quick checkout. This means: I didn't create an account first before ordering, the account was created through the checkout process
    - I finished the order correctly with paying via PayPal and received the confirmation mail from PayPal
    - I was not able to activate my account because no confirmation or activation mail from the DAZ3D shop reached me
    - I wrote some mails to support, tech, sales and Richard and asked them for manual account activation

    By the way: Manual send mails from Richard will reach me...

    This is the situation for 4 weeks now, they have my money, but I didn't get my products.

    This account was created with my private yahoo mail and it works. But here I can't open a support ticket, because with this account I didn't made an order...

    DAZ3D has my mail, my payment information and all needed information. But they don't activate my account. This is very unsatisfying.

    Best regards and many thanks for your support, Jürgen

    Post edited by juergen_buchberger on
  • Herald of FireHerald of Fire Posts: 3,504
    edited December 1969

    Usually if you attempt to login with your original credentials it will remind you that you need to verify your email address and should offer resend the email. If you remember your original email and password you used when ordering, you should be able to use this to get access to your account.

    I assume you can't make a support ticket with your purchase account because you haven't yet verified the account, or have you not tried?

  • juergen_buchbergerjuergen_buchberger Posts: 0
    edited July 2013

    Yes, that's right. But requesting an activation key a second time doesn't work, because the mail with the activation link is not delivered to my mail account. I can not receive any automatic generated mails from the DAZ3D shop-system. Manual generated mails from the support will be received correctly. So there is a bug in the shop system and not on my mail server...

    I'm not able to activate my account by myself, because I can't get any mails from the DAZ3D shop.

    Post edited by juergen_buchberger on
  • KatherineKatherine Posts: 330
    edited December 1969

    I have notified the proper person in Customer Support. Today is a holiday here, so it may be a day or so ....

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