I've been having some problems with Harvey Mann's 3dWorld Kit.  I've tried to contact Harvey by email, but he never answers.  Where do I turn to get answers concerning his product?

I would try sitemailing him here.

http://www.renderosity.com/homepage.php?page=5&userid=3949

I've tried that and he hasn't answered. It's been weeks...

Just a suggestion, if you can't get an answer from him, why not post the problem itself in the forums, maybe someone else has had the same issue and resolved it and can offer some advice that way!! 

Thanks. I will.

somebody check on harvey and make sure he's o.k.

I think JeniferC was communicating with him not very long ago. I'll check with her as well on Monday

Hi,

I talked to Jenifer and she said that Hmann was going out of the country for about a month so he is likely still not back.  Hopefully he will get to his sitemails soon:)

Personally, I think merchants that sell here should be required to check in at regular intervals.  I had a question that I asked weeks ago that has gone unanswered which tells me customer service is a complete no show for this merchant.  If he's not going to support his products this site should consider that impact. 

edited to add
I'm not referring to Harvey, this is someone who sells python scripts. 

Kendra,

If you have a situation like this where you get no response from a vendor, please contact store@renderosity.com so they can be aware and see if they can help.

Thanks

I asked a question of a merchant here some Months ago also without reply.

My solution?? I removed all his stuff from my wishlist and refuse to buy his stuff again even though his stuff is really good, if a few more peeps took that stance they might get the message [no pun intended] [LOL]>

I did.  I mentioned it to Debbie early on but never told her that he still had yet to respond.  But I had to chance buying the product without my question being answered by the merchant, spent a few days figuring the issue out for myself and he's yet to log on and even respond to the site mail.  In his own forum after over a week someone else answered with a fix that I'd already tried and didn't help.  

My problem is solved now but through no help from the merchant.  My point is that it should be required that a merchant actually check in to sites they sell at and Renderosity may want to reconsider merchants who don't. 

I agree.  I did bring this up in todays admin meeting. There should be some parameters put around the response time for vendors I feel and some education on how important it is to quickly respond and offer product support to customers.

A big factor in this problem stems from the site mail alert being so inconsequential & being hidden on the side. It needs to be way more visible.

I visit the site daily, & still miss seeing the alert at times cause it is so tiny.

Remember that members also have the option to turn on ebots to get an email when a new sitemail is sent to them:)

Quote - Remember that members also have the option to turn on ebots to get an email when a new sitemail is sent to them:)

Yes but it is off by default, so I bet a lot of members don't even know it was introduced.

Stacey, I sent an email to store@renderosity.com. How long should I wait before I can expect an answer?

Have you gotten a response from the store, Mark?  Usually they get answered quickly during the business day so I'm really hoping they got back to you.

Let me know

No, not yet. I'll send another message to them this weekend.

remember that some merchants are part time and may have normal day jobs as well. So some delays due to real life may occur.

Its nice though if a product has more support than just the merchant, like maybe one of the beta testers ?  who can answer forum questions . Thats why a product support forum is helpful, a question can be asked and get answeres from other users , a beta tester , or the product merchant.

Quote - remember that some merchants are part time and may have normal day jobs as well. So some delays due to real life may occur.

This is true.  A vacation even, but I sent my site mail on April 5th and it's still not read. 

**And this situation seems to be spreading more and more. I sent a site mail to a vendor on the 13th of this month asking a question I would rather have had answered before purchase. The product in question was in Clearance, so I ended up going ahead and buying it without a reply to my email simply because I didn't want it to disappear on me.

It's the 31st....18 days since the first site mail was sent and still no reply and no indication of it even being read. 20 days in Kendra's situation. Sorry...but that's too long even if someone does have a RL job. I have  a RL part-time job. I also suffer from a chronic condition that most days makes me not even want to get up, much less get on the computer. But I still keep an eye on my store. It's the least I can do for my customers.

So I have a question......Why? Why are there vendors who are not active enough on this site to provide support for their own products?

If I had known that 18 days would pass without any reply from the vendor, then I would not have bought the product regardless of how well it fit my needs at the time.
**

Stacy, It has been more than a week since I had sent two emails to store@renderosity.com. Still no response from them either.

Quote - Remember that members also have the option to turn on ebots to get an email when a new sitemail is sent to them:)

I never get ebots for my product sales or forum replies, or for any other reason.  I've always had them checked on.  Don't think that not getting a response to a sitemail equals poor service.
 
All of my product readmes include my email address.

As for an appropriate response time, I've managed to answer the questions I've received from customers the same day.  Just lucky I guess. 

Whatever happened with this?  Since you put Harvy Mann's name out here as not responsive, I hope you'll post if he helped you or is not reachable.

no response from Harvey, no response from Stacy, no response from renderosity.

I would hope that if you have a product problem that has not been resolved that Renderosity would credit your account as a return item.   Thats not gonna happen though if the store isnt answering your emails .

Has this merchant added anything to his store since your problem occured ?  

Admins, if you do decide to consider the issue of merchants who don't respond let me know and I'll put in the merchants name who still has not responded to my site mail sent in April.

Mark559, is it a problem that other users might be able to help solve?

Kendra

We do have a new policy with vendors and logging into the site/customer support. Can you please sitemail me the vendors name so I can check their last login date and see if I know anything about them?

I don't know if harvey put out any new products since I've tried to contact him. I posted my problem on the poser forum, but no useful information was offered by those who'd purchased the same product.

Quote - Kendra

We do have a new policy with vendors and logging into the site/customer support. Can you please sitemail me the vendors name so I can check their last login date and see if I know anything about them?

Inquiring minds want to know.. what is this new policy? LOL

Inquiring minds want to know.. what is this new policy?

So glad you asked that.

it involves specially trained Scent Chihuahua's that are released into the wild to search for the missing artist. the Chihuahua's employ a variety of techniques, (scent, phonebooks, maps, hacking the CIA), to find the artist while employing the latest cars, bikes, planes, etc.

once found, the Chihuahua's then bring down the artist to await the Admins here and their capture equipment.

the artist is then questioned, tagged and released back into the wild.

:b_funny:

Now things are back to normal, HI KHAI!!!!!

Quote - > Quote - Kendra

We do have a new policy with vendors and logging into the site/customer support. Can you please sitemail me the vendors name so I can check their last login date and see if I know anything about them?

Inquiring minds want to know.. what is this new policy? LOL

What is the new policy?

I sent a site mail to a vendor awhile back and it hasn't even been read yet either.

Shawn,

If you sitemail me with the information on this, I will do some research on the backend and see whats going on.  I'm wondering if its the same vendor or situation as the one Kendra let me know about.

Attached Link: Rendo's Chihuahua's in Training

Quote - Shawn,

If you sitemail me with the information on this, I will do some research on the backend and see whats going on.  I'm wondering if its the same vendor or situation as the one Kendra let me know about.

Jen, I'll do that later today.