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Complainty regarding a product

david_498ca9cd2edavid_498ca9cd2e Posts: 0
edited February 15 in The Commons

Please can someone let me know how to make a complaint about an item I have purchased and where I can ask for a refund.

Thank you.

Also, is no one concerned that DAZ3D do not offer a route to contact them regarding any issue that they do not themselves deem worthy? I have been very happy with DAZ for years, but on the first occasion I have to make a complaint, I am stunned to find out that I cannot contact them (or, at least, that any channel to do so is hidden from any reasonable search) and describe the issue I am having.

Post edited by Richard Haseltine on

Comments

  • SorelSorel Posts: 1,407
    https://bugs.daz3d.com/hc/en-us
  • Richard HaseltineRichard Haseltine Posts: 102,682

    Moved to the Commons as it is not a Daz Studio application topic.

    Use the "Contact Us" link at the bottom of pretty much every page on site - as is usually the case, in my experience, it starts with FAQs and so on but there is a Contact Us button at the bottom to go to ZenDesk. Sales for refunds, Tech Support  for help with a product (you can always add a note that you will want a refund if it cannot be resolved in a timnely fashion). ZenDesk (again, in my experience, a common thing) doesn't seem to pick up that you are logged in on the main site so you may well need to click their "Sign in" button to make sure it uses your Daz contact details rather than having to enter them afresh.

  • LeanaLeana Posts: 11,830

    There's a "Help center" link in the page footer too, to go directly to zendesk

  • OrangeFalconOrangeFalcon Posts: 521

    While it would be nice to be able to contact the PAs directly about this kind of thing, it's best to have a barrier between the two, as it can prevent excessive soliciation, harrassment, all sorts of things that they might not want.

    Some of them are active on the forums and pop in from time to time, and even still, I'd go the route of reporting the issue and hopefully it gets resolved quickly.  I appreciate the PAs who are active here, as it also gives a different perspective on things.

  • Matt_CastleMatt_Castle Posts: 2,674

    OrangeFalcon said:

    While it would be nice to be able to contact the PAs directly about this kind of thing, it's best to have a barrier between the two, as it can prevent excessive soliciation, harrassment, all sorts of things that they might not want.

    I think this topic actually illustrates why the intermediaries are a good idea.

    Not being able to find the help desk was user error, yet it still got a passive-aggressive accusation of aloof malice on Daz's part.

    Similarly, lot of product issues are user error, and users will likewise often assume that it's the creator at fault, and use the same tone. If these things are passed to the customer service team first, they're at least less likely to take the phrasing personally and can work out what actually needs to be passed on to the vendor - and do so in more reasoned words.

  • OrangeFalconOrangeFalcon Posts: 521

    Matt_Castle said:

    OrangeFalcon said:

    While it would be nice to be able to contact the PAs directly about this kind of thing, it's best to have a barrier between the two, as it can prevent excessive soliciation, harrassment, all sorts of things that they might not want.

    I think this topic actually illustrates why the intermediaries are a good idea.

    Not being able to find the help desk was user error, yet it still got a passive-aggressive accusation of aloof malice on Daz's part.

    Similarly, lot of product issues are user error, and users will likewise often assume that it's the creator at fault, and use the same tone. If these things are passed to the customer service team first, they're at least less likely to take the phrasing personally and can work out what actually needs to be passed on to the vendor - and do so in more reasoned words.

    That's another good point.  It reminds me of that iconic moment in Office Space where Tom was trying to explain to the Bobs about why his job was essential, because he communicates between the developers and the customers.  Granted, he bombed that interview because of his own anxiety, and it was hilarious, but it's pretty crucial.

    I think it also highights why the forums are one of the best tools we all have-many of us are more than willing to help each other find solutions and provide tips, insight and guidance.  Sometimes it is user error and we can at least help with that.

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