Let me first say that I have always loved and appreciated this site and its well priced products. I posted several times a couple months ago a question in their forum, only to be totally ignored. Finally the answer was...that the issue was in another thread. OMG! Obviously I didnt see it or I wouldnt have posted. Good cutomer service would have been to just say, hey theres a thread already, great customer service would have been to provide a link. I got total indifference. i have spent hindreds at that place, yet it shouldnt matter if I had only spent one dollar. I asked them to close my account.  But they did not care that they were losing a customer.......what I got was an email that said we are closing it, let us know if we can be of further help. maybe a , hey whats wrong lets fix this we dont want to lose a customer. 
 Fine....I cooled down...and emailed a question asking if I could still purchase a CD with my acct purchases on it. And it was never answered. I checked my spamfilter each and every day, nothing. 
 I have emailed them a second time. I do not expect them to answer, nor do I ever intend to do business with these people again.
 And you guys know what that means? No Poser7 and no more Poser stuff.  Maybe they think that people have to deal with them....or that they are so big they dont have to treat their customers right. And I know they dont care they lost one. But i`ll be damned if I ever deal with them again. And you better believe that when my website gets rebuilt...and the last one had over 600,000 visitors in two years, that my blog will carry this.

Why no Poser7? They don't have anything to do with Poser7.

Did you send them an e-mail or use the contact form? If you sent e-mail they didn't get it.

Quote - Let me first say that I have always loved and appreciated this site and its well priced products. I posted several times a couple months ago a question in their forum, only to be totally ignored. Finally the answer was...that the issue was in another thread. OMG! Obviously I didnt see it or I wouldnt have posted. Good cutomer service would have been to just say, hey theres a thread already, great customer service would have been to provide a link. I got total indifference.

The forums are for the members, not customer service.

You buy P7 from either e-frontier or content paradise, so leaving Daz doesn't necessarily mean no P7.

Hmm, I never had problemes with DAZ yet. Just true, the forums are for members talk only but there is a support-mail site for questions and help.
Poser7 stuff you can buy here at ReRo too ;-) There is no need for DAZ Producs as long you doesn´t want to use their figures.
As company DAZ has to close a account if someone asked for it. But you can open a new account if you feel the need. 
I guess when your account was canceled your purchase list has gotten down too. So you can´t order a CD now.

I sent a msg from the customer service form. and posted in the forum trying anything to get help. And yes ma`am there are oodles of issue discussions in the forum, and yes there was a thread on my issue that I dumbass that I am didnt see. but that isnt a valid reason to ignore me. EVEN IF they didnt want to discuss it in the forum it should have been a big clear red flag that her is a customer who needs help, lets be nice and help him. I was at that time a meber, in need of help. 
 I look at use of P7........I have V4 and M3....and looking down the road to M4 and V5, I know who will sell it. No sense in investing in P7 when I wont get the next offering of figures. And yes I know that there are Miki and others, but the offerings for them are very limited in comparison. 
 What i would really like to see happen is for them to wtfu and actually care about the people who spend their hard earned money on their products.

Thank you, nice that someone at least will answer my question. ok, so lets say that they dont like service questions in the forum, even tho I`ve seen em there. Not an excuse to ignore them. If you run into the police station shot and bleeding to report a attempted murder and go to the wrong desk, do you think they will just ignore you?

I'm a bit of a fan of that store but I understand your being pissed off being ignored and all.  If all else fails you could have called them up.  I have sent numerous emails for support.  Some got answered others seemingly ignored.  So I called them.  Friendly and more than willing to help! 

VERY rarely does DAZ direct staff do much of anything within the forums except have one or two folks asigned to posting new projects or releases that's about all though.  It is a forum that's supported by the members, the community, not the store or DAZ tech staff. 

Apparently there are Daz staff in there....and there are members posting service issues. Again, this was not the only avenue I tried. I also tried their customer service form. I have just this minute, FINALLY gotten an email response...to something that I didnt ask at all. I freakin give up, have fun kids.

Quote - Thank you, nice that someone at least will answer my question. ok, so lets say that they dont like service questions in the forum, even tho I`ve seen em there. Not an excuse to ignore them. If you run into the police station shot and bleeding to report a attempted murder and go to the wrong desk, do you think they will just ignore you?

Are you sure you didn't over-dramatize the whole thing, like you're doing it here? 
Having a tech question at DAZ is hardly comparable to a murder in progress. 
Waiting a few days or longer for tech support for a product between $1.99 - $200 or so is really not all that uncommon, in general.

Perhaps you got too attached to DAZ and got all disappointed when you realized it's just a store? Sounds like they answered your question, directed you to another thread, which is probably pretty close to what I would do.
What exactly did you hope would happen? Drumroll and fanfare because you asked a question? How long did it take them to answer your question?

What did you expect when you told them to close your account, to call you and beg you to stay? Did you even tell them why you want it closed, or did you hope they would just know who you are?

This sounds so much like an episode from Seinfeld, and a quite uniquely American way of doing things.
You asked that your account be closed, not because you want it closed, but because you want someone to second-guess that you're closing it because something's wrong with the way you're being treated.
People open and close accounts every day for innumerable reasons.
If I clossed all my accounts with everyone who didn't answer emails, I'd have no accounts left.
The problems start when we beat about the bush. Tell them you're not happy and why up front.

Firstly, the staff at Daz read everything here, at Daz, at PoserPros, at EF and most other Poser forums. Almost every monitor ends up reading the forums at some point. Everything, especially anything relating directly to Daz, including this thread is always read. Always. They browse the forums just like we do.

That said, they do not directly interact with the public in forums. Those that do are few and the situations specific. There are ways to prompt them to post, but typically noone will respond to anything directly in a forum where others can chime in.

Their forum posts are usually only to sell something or do damage control in the worst case scenarios. But they have to consider the damage potentially huge to respond in a public forum.

Regarding email, that is typically handled in queue by certain people, often forwarded to someone else. Even then there is a priority method to responding to email that starts with purchase problems and ends with tech support and feedback.

You might have better luck with moderators and merchnats who can go back and forth through the gate for you. If all else fails, physically call them on the phone. Toll Free number is 1-800-267-5170. Certain people manage merchants, certain others handle customers, but it is worth a try.

ScottL - I'm not really sure on what your intention is coming over to complain about Daz at what's essentially a "competing" brokerage. Did you want to get your problem resolved? If so, Anton's advice is excellent and I second it.

If you just wanted to let off steam, well, have at it, but don't be too surprised if the reception isn't all that you hoped ;-)

OT:
Anton, your horse went pink! I thought I was seeing things! Is it Pride month where you are?

No. Gay Pride is almost always in June. 
I am just having Pink Pony Nostalgia is all. :)

Oooohhhhh nooooo, not the pink pony! hahaha ;-)

Pride is anywhere between June and August over here. Guess I'm gonna miss Brighton Pride again this year, can't get the time off work :sneaky:

Quote - No sense in investing in P7 when I wont get the next offering of figures.

Forgive my confusion but I'm not quite sure I understand the reasoning on this one.. Each version of Poser comes with its own figures. But the main reason I upgrade to a new version of software is for added features and improvements to the software itself. (Like the improved lighting features offered in P7 just for an example) - Hell, I still use P4 figures, Dork and Posette at times even though I'm using them with P7's dynamic hair, cloth, IBL/AO lighting Raytraced rendering etc etc etc. - Likewise I initially had the DAZ V4 figure before I even upgraded from Poser 5 to 7. And is actually still in my P5 Runtime.

I guess the question I have is .. What do the DAZ figures have to do with what version of Poser to use?   There are new features in P7 that are worth upgrading to regardless of what figures you use in it.. (And you certainly don't have to buy Poser from DAZ)  

Quote - > Quote - No sense in investing in P7 when I wont get the next offering of figures.

Forgive my confusion but I'm not quite sure I understand the reasoning on this one... What do the DAZ figures have to do with what version of Poser to use?

what i find really confusing.... In my experience DAZ is one of the last people/groups/companies, to incorporate the new features of poser.

Don't get me wrong, the brokered merchants frequently add new features, but DAZ itself is slow to update.

Quote - > Quote - > Quote - No sense in investing in P7 when I wont get the next offering of figures.

Forgive my confusion but I'm not quite sure I understand the reasoning on this one... What do the DAZ figures have to do with what version of Poser to use?

 

what i find really confusing.... In my experience DAZ is one of the last people/groups/companies, to incorporate the new features of poser.

Don't get me wrong, the brokered merchants frequently add new features, but DAZ itself is slow to update.

My experience has been very different, DAZ is trying to be thorough with all their products, releasing new models and supporting updated versions of software constantly. The reality is they appear to do it a lot more than Poser with a lot more products (I could be wrong). I've had no problems with DAZ, in fact they've been really helpful and cool and actually listen and try to rectify issues quickly.

Having spent no small amount of time doing customer service (service manager for a PC shop, software sales and support, as well as development and CS management for an E-commerce based product) in the past; here are some thoughts

1. the largest percentage of customers (I wont use a figure..it would be a SWAG) just want someone to help. Thats the job. A good CS person will do whatever it takes to provide that as quickly (for the customer) and inexpensively (for the company) as possible. Sometimes that is easily done, sometimes it isnt.

2. a very small percentage of customers, who are often otherwise completely rational people, will do everything in thier power to consume CS resources. And if the CS groups doesnt know how to deal with them, that tiny percentage can consume a huge amount of CS resources and drive the costs to the breaking point.

3. forums, email and such - a company has to be very careful what is said. One wrong phrase and you can get really burnt by a simple misinterpretation. Being a lead article on Cnet sucks.

These are realities that you as a customer have to deal with. I'm not saying anything you did was wrong - but you might have made some better choices.

as a customer you need to keep these things in mind when you need assistance. Your goal is (or should be) to solve your problem - everything else is secondary. Some thoughts you might consider the next time:

1. you are not che guevera. You arent going to start a revolution by ranting on a forum, the phone or in email. Yes you can be a pain in the butt...but all you do is create animosity and still end up with the same problem you started with.

2. no temper tantrums. EVER. Trust me, the people on the other end have heard it all. I have been called every name in the book,threatened with everything from lawsuits to eternal damnation and actual bodily harm. The only result you will get is a "Bozo Bit" - you will be noted as the second group of customers and handled accordingly.

3. I am not talking about butt-kissing - but patience, humor, manners and sympathy for the person on the other end go a long long ways toward achieving your goal (assistance, remember?). I learned this from my grandfather. He was always friendly with the people who do actual work even when there was a problem- waiters, mechanics, gas jockeys. Those people can do more to solve your problem right now than any CEO can.

4. Zen Patience. THis refers back to numbers 2 and 3 but needs extra emphasis. You are number XXX in the queue. That is, you are potentially one of hundreds or thousands that need help that day. It might require relaxing on hold for a while - read a book. It might take a couple days to get to your email (remember back in the day it could take upwards of 48 hours to deliver email - sometimes that still happens)

5. honest feedback. Well thought out and articulated feedback is always welcome. No, really. If you can detail what went right and what could be better - the service manager would find that more valuable than a billion crappy web surveys. take notes. Hit F5 in notepad to timestamp the note

6. know what you want, be ready to articulate it, be reasonable and ready to negotiate. Understand they have a business to run. So when you ask for something be ready to articulate the trade-offs you are making and the reasoning behind your demand. If you find the phrase "my rights" coming out of your mouth or hands - you are going to get nowhere.

7. understand there are bad CS people. For whatever reasons; burnout. atittude or just plain spite - they enjoy making you twist in the wind. if you lose your cool - you plain just lose. Seriously. that is the game. Dont fall for it. Just escalate or try for another rep.

(sorry this is longer than I had anticipated)

Just this last week I had to go through all of this with my cell phone company. A person from the company called up my wife and sold her a new phone. Only what she did was fast-talk my wife into a phone AND a new line. As soon as I got home, I was on the phone to the company. The whole call from end-to-end was 2 HOURS. 90% of which was...yep...on hold. Evidently it was difficult to halt an order once it was in progress. And it was plainly a system error and not a people one. I spent the time on hold thinking about what I wanted above and beyond resolving the problem as goodwill to me as a customer. Nothing outrageous but something that would make me happy and was easily within thier power to grant without losing a pile of money.Finally I ended up with a senior CS rep. We got things sorted as best they could be and we negotiated for new phones at a deep discount. Fine with me. I got the handset my wife needed and I got a new blingy phone for me. AND I asked to be connected to his supervisor so I could leave feedback. The senior did a good job. The system is obviously not as good as it needs to be.

Then I checked my account 48 hours later and the new line was still on the account. This time it was another 45 minutes - but we got it canceled.

THEN a week later I checked the bill online and saw we were still being charged full retail for the phone that was initially sold to my wife. Another hour on the phone to get that charge removed including tax and shipping.

Now I should have been coming completely uncorked by the end of this. But instead I spent 20 minutes on the phone with the suporvisor detailing the event and informing them that while they did take care of the issue - it took far too much effort on my part and far too much of my time. I honestly told her that the overall experience pretty much sucked but not as much as others have. In short "your company is the best of a bad lot. I know you can do better. But thank you for resolving the issue."  I also invited them to contact me if someone further up the food chain wanted to discuss it. In other words I was showing them that I was a customer who regarded the relationship as a partnership.
I havent always been successful as a customer or a CS rep. but I have been more successful than not.

Feel free to mark this off as pedantic rambling. But maybe there are some things there to consider the next time you need help with a product or service.

lol, you guys havent let me down at all. I posted to see the atmo, and to get Dazattention to let them know of an issue in service. Funny how the prevailing attitude is along the order ofyoure nuts. Well I just hope you kids dont have an issue and get no response. Not an issue of a few days. I have managed in retail for many years and deal with service 6 days a week. I am more understanding of the rigors....but not answering when they see it, and then a flippant we didnt answer because its there. Not acceptable. Along with not answering several queries sent thru the system. 
 Poser7 and Daz, as I said Poser and me are tied in with M and V, Daz. I will not invest in what I would reasonable use for a couple years when the best supplier was out of the game. Sorry if ya dont understand that.
 Thx for the advice and the rants. I rather did this for the community, and to get daz on page. Now I regret trying to help. Dont worry wont happen again. Daz finally emailed me last night. And yes when they do it right I give them concise positive feedback. Dan emailed me and I sent a nice and detailed account to help them fix whatever happened. Thx for assuming the worst about me. Will not trouble you folks again.

* Thx for assuming the worst about me. Will not trouble you folks again.*
This is the second time you stormed out of the thread acting all dejected and sorry for yourself because people didn't take your side. 
Noone is assuming things about you, people are observing what you say, and how you present yourself. You're not exactly presenting yourself in the best light. When teenagers in my house start acting like that, I tend to have a chat about birds and the bees and facts of life with them.

For one, when someone demonstratively runs out of a place, you can pretty safely assume they haven't let go of the whole thing, and are lurking and watching, hoping someone has bought into their 'woe is me' act and will jump in to help them soothe their riled up feelings.

I have a sneaky suspicion similar has happened with your interaction with DAZ. Customre service reps failed in one way or another to soothe your riled up feelings, and now they're the 'bad ones', just like people in here whom aren't jumping in and soothing your feelings in here are bad, and coherting with DAZ.

Well first of all I am not all dejected and feeling sorry...nor is anyone storming. People have assumed that all this was my fault. Had I known no one cared about a service flaw at a company I thought alot used then I would never have posted. Which is what I am trying to say, excuse me for assuming, for annoying, and for trying to address what I saw as an issue. You are reading emotion and a bad light where none exist. My apologies to evryone again. 
 And no this did not happen with my interaction with Daz, because if you had read this you would know that this was the issue, there was no interaction. There has now as I stated been interaction and i praised them and thanked them. 
 One thing I have noticed is that anytime you criticize a company or supplier there will always be people who jump you. Thank you, and again I am not storming oput or huffing up. For me I am satisfied with Daz, tho i dont know if I will be back there anytime soon. Am I a little surprised that there really wasnt anyone listening, just assuming it was my fault...why yes. And Like I said forgive me for trying to fix what I saw as a problem, and forgive me that I thought someone would be interested...so that in the future it wouldnt happen more often. 
 Be as rude as you like, it is closed for me.
 Oh, here I am running out for real.

I recently sent them two site mails through thier CS form.  (Daz).  They have yet to respond to either.  Of course I didn't label either of the mails as UGENT SOS 911 READ RIGHT NOW*...

Anyway so a bit later I posted on the forum asking if anyone knew how I could contact the appropriate people (I thought maybe my emails were getting eaten).

Some kind person responded that Daz is very overloaded right now and that sometimes it takes a few weeks for them to get back to you via the site mail/form.  They offered me a better solution of just calling (same thing Anton suggested here).  Said that the phone service is fantastic.  I thanked them for the advice but have not yet called.  If they are overwhelmed than I have no problem waiting a couple weeks for them to get back to me - (as I said this is no 911 URGENT issue).

However, if it was - I don't see what your problem with pursuing the best avenue is.   And the whole thing about how people see you badly because of this I don't get either.  

It's very simple - understand  that every business has methods of dealing with things.  The CS people usually do the best they can with the tools they are given.  Every now and then there is going to be a kink in the system - people are human after all.  When one avenue fails, try another, after you have tried them all then feel free to complain until your hearts content - until then - whoa calm down.

I'm sorry you saw it as rude, being rude to you was not my intention.
I was trying to give you some feedback on how you come across to others, and why it appears that people are misunderstanding you so much. 
Getting feedback about how one comes across, yes, that can be a hard and harsh thing to hear. 
Actually I feel bad that you're having difficulties, and can't seem to recognize your own contribution to it. Usually it's our own behavior, emotions and outlook that we have most control over, and tends to be the biggest cause of getting uposet over relatively small things. Much more then over DAZ or people in here etc...

Yes, one or two instances of DAZ not giving a stellar customer service IS a relatively small thing. You can see from people's reactions that DAS lacking in customer support doesn't appear to be a chronic condition, but more of  an isolated incident. Guess what, even the best customer service is not at it's best performance at all times. Yours appears to be an unfortunate incidet whigh will eventually be ironed out.  
I'm more worried about your apprent over-reaction over it, then whether DAZ will do whatever they can to iron out the incident. 
Reacting this strongly over something relatively minor, I'm envisioning you eventually giving yourself a heart atack... or some other ailment related to exessive stress.

I have no doubt that you see it as a major issue, and now it seems that you're getting even more that noone else sees it as a big problem.

If you needed emotional support, you would have much more succes posting and saying you're feeling neglected by DAZ (which I believe you do, or did feel neglected by them) rather then ranting against them. What I'm talking about has very little to do with DAZ, and everything about how you're dealing with your own feelings.
I know all this is hard to hear... but maybe you get a little something out of it.
Best of luck to you ...  and I mean it, not in some rude sarcastic manner. I really mean it.

Thank you again for characterizing me in a lesser light and assuming. I had forgotten how when ya criticize ya die. Maybe I expect too much. 
 Perhaps if they had a auto-reply when they get overwhelmed to let you know that they are going crazy, instead of just wondering.
 Umm, I had tried every avenue I found. 
 You know what, issue resolved, i wont agree with most of you, didnt appreciate much of it. Just saying that I wont bother bringing up further issues should they happen. Ok? I am not getting any points across and it is something I do not wish to watse my time on.  Do what you will with the body. 
 My apology is sincere. im sorry i wasted your time. Yaall take care and see ya in the galleries.
:)

Quote - Poser7 and Daz, as I said Poser and me are tied in with M and V, Daz. I will not invest in what I would reasonable use for a couple years when the best supplier was out of the game. Sorry if ya dont understand that.

Nope, frankly I don't... What you said was... > Quote -   And you guys know what that means? No Poser7 and no more Poser stuff.  Maybe they think that people have to deal with them....  

What your attitude seems to portray is that you somehow feel that you DO have to deal with them... The fact is, no you don't. .... so, no I don't get it... and your reply doesn't really do much to explain it.

Quote - My experience has been very different, DAZ is trying to be thorough with all their products, releasing new models and supporting updated versions of software constantly.

to the best of my knowledge DAZ has not had any updates for M3 or v3 (or sp3?) to utilize Poser 5-7 material room.

since the release of P5, DAZ has also put out David, akio, hiro, luke/laura, Mat/maddie, mil3 baby, and probably other figures that i missed. It was not until V4.1 that they started using the material room options that had been available to them for years.

well I apologize for not making meself clearer. Poser7 was not an issue just a fallout.  I respect the difference of opinion. What I take offense to is a characterisation of meself, my motives, and my actions. 
 Like I said at the start...I have been at Daz for a long time. And no they arent the only place, but the best. And the future is the line of Vickie and Mike. So if i couldnt get service from Daz and deal with them then no more V and M.....along with the rest. And in my opinion I do not want to invest in P7 and get any deeper into P when my fav sorce (and yes Rendo is a very close 2nd) is gone to me. So yes if I am doing poser then at one time or another i DO.
 I will apologize again for wasting everyones time here. When you get ignored for several weeks, not knowing IF a response is coming, after having worked every avenue found.....thats not good at all.  But like I said, it has been resolved. My need was not for emo support thank you. There was noneed`, just thought that a total lack of...cs warranted a thread. My error, for which I again apologize.

 Since the issue is resolved, bye and take care.

Just wanted to  say that I have exchanged several emails with Dan at Daz. He gets it folks. They discussed this at their meeting today. It seems that when teh regular channels fail they didnt have a way to catch things. They are now enacting measures to do so. I am appreciative of his concern on this and the action to make Daz  a better place for you and me. If I didnt care I would have just walked away. So thank you Dan and Britney for getting it and helping out, much appreciated.

No. That wasn't stupid. See?

Every where I go lately websites are changing their designs. They just cant leave well enough alone.

Quote - Every where I go lately websites are changing their designs. They just cant leave well enough alone.

I think they're doing just fine here. Daz has a real problem, tho. With their forum platform, they could easily add other color themes to it so users can have a choice as to how they want the forum to look, however, they don't seem to be receptive of this suggestion.
Pity..

Quote - Every where I go lately websites are changing their designs. They just cant leave well enough alone.

ROFL!! :lol:  Now that caught me in the funny bone... I guess the term "well enough" could be open to an enormously wide interpretation.  Like a forum meant for posting messages could consist merely of a bland page with bland text, no avatars, no smilies, no anything but that and it could be called "well enough" (to serve the purpose).

I kinda think the motivation behind changing site designs is pretty much the same as redecorating a room or a house. The owners of the establishment just decide they are tired of the old look and want something new. It's really a tradition as old as... well, like  "I'm tired of that plain looking rock wall in this cave, I think I'll paint a mammoth on it." 

It is interesting how fashion trends have fully moved into the web.

Now that Daz, Renderosity and recently RDNA are adopting them, 2007 will be noted for grey horizontal gradient backgrounds.

Hey perhaps next year it will be pokadots

""Hey perhaps next year it will be pokadots""

hrm