Attached Link: http://www.e-frontier.com/article/articleview/1136/1/516?sbss=516

Hi all, Is anyone else having trouble lately with eF not responding in a timely manner to EMails ? I waited at least a week for a response, and then when nothing was forthcoming I sent a follow-up and am still waiting. Not a squeak. An automated acknowledgement at the very least would have been appreciated. In my case, all I am trying to do is retrieve a S/N for Shade 7 LE (which I have not been able to find anywhere e.g. in the documentation that came with P6, or in my EMails). It seems like I have lost it. I noticed that on this forum, people have been able to do this in the past when they have lost their S/N. I clicked the link where it says "Have you lost your serial number for an e frontier product?" (via the attached link). I then filled out the contact form, so I have done all of the right things. How do I know its even getting through to them ? Or is it a case of "who do you have to **** around here to get any service?" .... ???? regards, Andrew

IME, they get back to you, but it takes awhile. Like, two weeks. I suspect they are swamped.

Tell me about it!! All I need is to have my password reset in Content Paradise so I can get their software updates!! If they are swamped, then they should hire more staff. By not supporting Content Paradise, they are losing business!! I've never had this problem with Daz3D!

No, they don't always get back to you. I've written an email or two that seemed to drop into a black hole. But on the whole they're not much worse than a lot of companies these days. But FWIW (joezabel), in the past I had much worse problems with Daz, in spite of their alleged wonderful customer service (I guess I must be the exception that proves the rule, or the one that fell through the net, or something). It's ancient history now, but it was so bad that I've never purchased another DAZ item since.

Sorry to hear about the Daz problem. Very frustrating, I'm sure, because they have some products that you can't get anywhere else. I'm not a Daz loyalist, I just mentioned them to give the Curious Lab folks a poke if they read this and have any competitive spirit.

I had some minor technical problems with Daz models when I first started using them; one of them was simply that the installer needed to have the memory increased. In all cases, the Daz tech support person got back to me within about 24 hours.

I also recently asked a question of Curious Labs' technical support team about Shade; they got back to me the next day.

Message edited on: 08/23/2005 11:38

When I do contact E-Frontier it takes a while to get a respond. But, when I do use the contact form at ContentParadise they're very quick to reply. Always within 2 days, most of the time within a day, sometimes even in a few hours. As for DAZ, that differs a lot. A lot of times the next day, but a number of times I needed to sent a couple of emails over a period of a number of weeks, before even getting a reply.

Message edited on: 08/23/2005 12:02

Well in case nobdoy has noticed, I see that CLSteve is still around and posting here. Have you tried sending him a PM for help. He is the eFrontiers/CuriousLabs representative online here at 'Rendo ya know.

I don't have much experience with Daz customer service. However, I have had a few back-and-forths with CL/EF. I have always had really quick, helpful, and quality answers come back. Something to keep in mind. This is the end of August. It is traditionally the last "Summer Vacation Rush" time. Not that this is a great excuse for not getting a timely response, however, it could explain why. I would think it understandable if they are short-staffed right now, and are working on a backlog. (Everyone is entitled to a vacation, no? ;-) Something else to consider mathman. Is EF whitelisted for your e-mail? Could be they are responding, but you just aren't getting it. This could especially be true if you are using something like Hotmail, which I have found to be notorious for filtering e-mails from sites like Rosity or Daz, but letting through offers for canine hair regrowth cream.

I must admit my experience with eF has been good. I emailed them a tech support question (using the form on the eF site) on Saturday and got a very detailed response Monday - pretty slick really. Maybe it differs whether you are looking for tech support or sales support?

Regarding my password problem, I received an extremely gracious email from them, apologizing for the difficulty, explaining how the problem happened, and telling me how to fix it. So let me withdraw any complaint I have about their responsiveness for now.

Yeah, well I contacted CLSteve, and he said he will contact the people concerned ... but, I'm still waiting.

I've emailed EF at least twice and never received any sort of answer to my problem. I was wondering if it was because it was poser 5 related and they don't really want to help with poser 5 type problems. Love esther

esther, they should at least have the common courtesy to let you know that.

Maybe it's because they don't support people outside USA - I vaguelly remeber when it was CL reading something on their site to that effect? Love esther

Esther, I don't think there is even a grain of truth to that. That sounds like a load of horse puckey to me ..... If they sell you a product, they have to support it.

I have a huge problem with my PC version of P5 (I'm normally a mac person with P5 and P6 for mac but there was a special on second copy of P5 awyhile back so I also now have PC version). I just wish they would answer me, as at the moment I can't really use it. Love esther

Oh yes tell me about it. It's a brick wall too, you can only contact them via that one method.

You mean their email form - it doesn't work for me - well they never reply - so yes, brick wall. Love esther