complete lack of support? Tweet

[darkenergymedia]

i understand support is apparently overwhelmed with problems at the moment, but i've had a request in over a billing issue (charged for two subscriptions) for over a week and absolutely no response. do we have any other recourse? this is putting me off OTOY, and i've been a paying customer for five years.

does that even matter?

i'm trying to be reasonable but when you have nearly $300 of my money and won't respond to support requests for over a week, that's pretty poor by any measure.

[bepeg4d]

Hi,
sorry for the hassle!

We are slowly answering to everyone, and it seems slightly better than past year, fingers crossed!

Unfortunately refund tickets need more time and work to be solved, so you need to be patient.

If you won't receive an answer during this week, please drop me a line.

ciao,
Beppe

[pegot]

Hey darkenergymedia, for what its worth, nearly every issue I ever had that required direct support has eventually been solved - including an over billing problem I had last year. Just follow up with Otoy if no response after a few days or a week. In the past I had some issues when Otoy made some radical application / licensing changes but these were pretty quickly taken care of. I do think their communication about big changes or big promotions could be better, but my questions / problems have always been answered and addressed (except for one issue I had when trying to use HDR LightStudio with Mac Octane Blender - that was never adequately addressed by either Otoy or Lightmap -lukcily I don't have to use them on a Mac anymore though).

[darkenergymedia]

just wanted to follow up that OTOY did in fact end up getting back to me and solved my problems quite quickly in the end.

it would be worth mentioning that (as you allude to, pegot) it seems the circumstances around how the black friday specials work could be considerably clearer. as far as i understand it, if you're a subscription customer, taking advantage of the black friday offer requires a delicate balancing act of canceling / renewing in a specific way.

i had hoped that just maintaining my subscription (which i went through similar issues with last year) would be enough - perhaps if it weren't so convoluted it wouldn't result in an overloaded support team? as it stands, ALL of my issues were associated with both this year and last year's black friday deals and the manipulations of my account that were necessary to get them. and while i very much appreciate that the support team was helpful in that regard, it's frustrating that has ended up in double billing and a requirement to do similar juggling this year.

anyway, all is fine for now and i do appreciate the help, just feels like it could all be avoided!

cheers,
chris

[bepeg4d]

Hi Chris,
I agree with you, but it was not expected!
Past year Black Friday was terrible for us, the Support was out of control till 6th of January!!!
This year was definitely better, we made some changes to the Shop, and we finished three weeks earlier than past year, but still not perfect
We had the new issue with double billing, but the good news is that it should be already fixed for future.
So hopefully, next year will be even better

ciao,
Beppe

[pxlntwrk]

Hi,
Can someone confirm that in the case of an auto renewal of the subscription,
you do not participate in the Black Friday deal even if the renewal is done exactly during the promotion period ?

[pxlntwrk]

Hi,
Can someone confirm that in the case of an auto renewal of the subscription,
you do not participate in the Black Friday deal even if the renewal is done exactly during the promotion period ?

A big thank you to Kevin from the Otoy support team, who just regularized my situation on his own initiative.
Big Up

[leave2]

just wanted to follow up that OTOY did in fact end up getting back to me and solved my problems quite quickly in the end.

it would be worth mentioning that (as you allude to, pegot) it seems the circumstances around how the black friday specials work could be considerably clearer. as far as i understand it, if you're a subscription customer, taking advantage of the black friday offer requires a delicate balancing act of canceling / renewing in a specific way.

i had hoped that just maintaining my subscription (which i went through similar issues with last year) would be enough - perhaps if it weren't so convoluted it wouldn't result in an overloaded support team? as it stands, ALL of my issues were associated with both this year and last year's black friday deals and the manipulations of my account that were necessary to get them. and while i very much appreciate that the support team was helpful in that regard, it's frustrating that has ended up in double billing and a requirement to do similar juggling this year.

anyway, all is fine for now and i do appreciate the help, just feels like it could all be avoided!

cheers,
chris

The wording on the deal is terrible, and when I asked for clarification, my post was completely ignored, and I ended up missing the deal. Cheers OTOY!

It's a weird feeling when a company seems to actively make you dislike it.