DCS Tech Support

[pdmarsh]

Perhaps my experience is unique, but I have found DCS tech support to be nonexistent. It took a while for them to respond to an e-mail inquiry, at which point they asked for a file. I sent the file immediately. It has been nearly two months and they have not had the courtesy to contact me or respond to my requests for an update. I tried again today only to find that my message was kicked back. It said their e-mail address was unknown. Hmm.

 

As I said in at least one message to them, I am perfectly willing to accept that the problem is with my hardware or with how I am trying to run the software. All I asked for was either suggestions to get through my issue, or tell me flat out that I was the one that misread the specs and should not have purchased the product. As it stands, I'm out $40 as I own a program I can't use. If it was my mistake, so be it. If their software has a major problem that they can't fix, simply refund my money.

 

Live and learn.

[garengarch]

Erm, have you tried asking here? I've found everyone to be willing to go out of their way to help?

[pdmarsh]

@garengarch -- I certainly have, and those who responded were as helpful as they could be. I appreciated their willingness to offer their time and support, free of charge and at their own expense I might ad. The resolution was not black and white. I therefore attemted to get more concrete information from the source, i.e. the people who actually took my money for a product I assume they would be willing to support themselves when need be.

[garengarch]

No worries, hope it works out for you.

[EtherealN]

Have you used the ticket system?

 

E-mails is not the method towards contacting Customer Support and it becomes complicated for them to keep track of things in E-mail form. For this reason Customer Support uses a ticketing system. You can find information about this in my signature.

[pdmarsh]

@EtherealIN -- I did use the ticket system. They responded via that system for a file. I sent the file as requested. When they never responded, I sent an e-mail with the ticket number in the subject line. I have since been to the ticket system and see that my ticket was closed. This is very strange. They requested information, never reponded with any kind of feedback and closed my ticket. Ticket system or no, this is very unprofessional. I believe that my inquiries were civil and well spaced so as not to be harrassing.

Edited May 13, 2012 by pdmarsh

[pdmarsh]

P.S. -- The ticked system stops cold after their request for the dxdiag file. Nothing posted there either, although I'm sure I would have received an a-mail notice if they did post something. It appears my ticket was automatically closed and I was never notified. Either way you look at this, I think DCS did a rather poor job of handling my inquiry. I hope this is unique and not a general indication of how this company operates.

[EtherealN]

Could you send me your ticket number in a PM? This does sound unusual and I can try to look into it. Perhaps there's been a miscommunication somewhere.

[pdmarsh]

Hi EtherealIN,

 

I just PM'd the ticket number. Thanks.

 

Paul

[pdmarsh]

Hi Ethereal,

 

Did you ever get my PM with the ticket number. I just tried sending another PM and it appears that it did not go. I have no record of the first one either.

 

Thanks,

Paul

[EtherealN]

Sorry, yes, I got it. I've checked in on the matter as well, you should have a PM.

[pdmarsh]

Thank you for the help in kicking this loose, EhterealIN. It does appear that there was a breakdown in the ticket process that caused my inquiry to go unnoticed after a time. In any case, I did get a rapid response as soon as the ticket was reactivated. As I feared, the problem is on my side, but that's OK. At least I know.

 

Paul