Cosmo's page

The Customer Service Carebear on the continuing travails of pregnancy...

Sara Marie: i am growing a wondrous item!

Red Chris: it's true!

Sara Marie: hormones are weird

Sara Marie: i wanted some of those pure sugar sugar cookies

Sara Marie: and had the container in my hand at the store

Sara Marie: and nearly started crying because i wanted them so bad but i know how terrible they are for me

Sara Marie: lofthouse sugar cookies

Sara Marie: sugar cookies topped with frosting

Sara Marie: and sprinkles

Red Chris: those are dangerous

Please cancel these items I am going to pick them up at my FLGS.

Those items have been canceled.

Thanks,
cos

Your subscriptions have been canceled.

Thanks,
cos

The first 2 were 2011, and all the rest were ordered as 2010 but I received 2011 ones in the second shipment.

As long as all the rest are going to be 2010 I'm happy

Stu

Ok, then we're good to go! :D

Just had a bit of a re-think and decided I really can't justify the RPG subscription - please cancel.

Please keep the Adventure Path and Campaign Setting subscriptions running.

Your subscription has been canceled and you should be receiving a confirmation showing as much presently.

Thanks,
cos

Hi,

I was planning on cancelling my Pathfinder Campaign Setting subscription after the Jade Regent Gazetteer shipped as I do not want Mythical Monsters Revisited. I see that Mythical Monsters Revisited is now part of my projected December shipment.

Can you update the order so I still receive my subscription copy of the Jade Regent Gazetteer but not Mythical Monsters Revisited?

Thanks.

-Tom

I have set your Pf Campaign Setting subscription to cancel after the Dragon Empires Gazetteer and before Mythical Monsters Revisited.

Thanks,
cos

The address in the e-mail is correct and all of my previous orders arrived in 2-3 weeks.

I can't tell if you've deleted this thread or it is bugged. Therefore I will assume it is bugged and answer accordingly...

While it is unusual for your package to be this late, it does have a shipping estimate of 9 to 36 business days in transit. Today is around the 25th business day since it shipped out, so it is probably still on it's way to you.

Let's give your package some more time to arrive. If you still have not seen it by the end of the month, let me know and I will set you up with a replacement shipment.

Thanks,
cos

Order #1835542 from October 14th has yet to arrive. I've recieve all shipments prior and after, but that one remains missing.

Pathfinder Adventure Path #51: The Hungry Storm (Jade Regent 3 of 6) (PFRPG) Print Edition

The package has not been returned to us, either. While it is not unheard-of for a package this delayed to still show up, I will go ahead and put a replacement copy in with your next subscription shipment. If it should show up in the meantime (admittedly, this is highly unlikely at this point), let me know and I will cancel the replacement.

Thanks,
cos

Please knock it off.

I received notice on November 10th to expect shipment of my Order No. 1832604, i.e.,

The following products are included in this shipment:

1 x Pathfinder Adventure Path #51: The Hungry Storm (Jade Regent 3 of 6) (PFRPG) Print Edition

1 x Pathfinder Adventure Path #52: Forest of Spirits (Jade Regent 4 of 6) Print Edition

I have yet to receive these. Note that, in looking over the email order form, Paizo included an address that I no longer live at AND haven't lived there for well over a year. I have no idea why Paizo shipped to that address as opposed to the one I have registered, and to which Paizo has been shipping my subscription June 2010. Am I S.O.L. here?

Help?!

I am very sorry for the misdirected shipment! I will put replacement copies in with your next subscription shipment.

The good news is that looking at your order allowed us (well... by "us", I mean "Ross") to finally get to the bottom of what was causing this annoying bug. It hasn't affected many people, but every time it's cropped up, it has been a mystery. Now we can properly squash the damned thing beneath the uncaring boots of progress, as is proper, and make sure that it never bothers the good people ever again.

Thanks,
cos

The list is obviously incorrect. It is missing the greatest name, EVER.

Restart my Subs please.

Your subscriptions have been unsuspended and all missed volumes have been put into your sidecart, where they will wait to ship out with the next regular subscription shipment (later this month). If you would rather not wait, you can stop by your My Account page and get the sidecarted items shipped out right away by hitting the "Ship As Soon As Possible" button you will find in the sidecart area.

Please take a moment to stop by your My Subscriptions page and review your current subscription settings to ensure that everything is up-to-date.

Thanks,
cos

I know I literally just re-subscribed to the Campaign Setting line and nothing has been shipped yet since I subscribed, but I really can't afford to subscribe right now. I'll just have to pick up these issues later when finances permit.

Sorry.

Your subscription has been canceled.

Thanks,
cos

Cosmo wrote:

Enlight_Bystand wrote:

Hi Guys

Could you please cancel my Paizocon badge & Banquet ticket - between not being able to get the time off work and the cost of a transatlantic flight it looks like I won't be making it this year.

Thanks

Awww... sorry to hear that. :( Hopefully next year, then!

I have returned your tickets and credited the refund back to you.
Thanks,
cos

The tickets are still showing up on my account, is that just because the system is being slow?

Thanks for the help!

Oops! Forgot to remove something! Fixed now. :)

I'm thinking of buying a new hardcopy of the core book to get it with the updated erratta for the 5th printing. The product page doesn't say which printing it is, so if I order now will I get a 5th printing hardcopy?

If you order a Core Rulebook, you will get a 5th printing version.

Thanks,
cos

I've check my purchase history and the item was shipped on Nov 14th.

What is the usual amount of time that I could be waiting for the item?

After how much time should I become concerned and contact Paizo formally regarding a lost item?

Brydon Herder
Champion of Sandpoint
Victor over Karzoug

This order was shipped out via the standard postal rate, and has an estimated delivery time of 7 to 11 business days. Given the holidays and weekends since the date of shipment, this is actually right about the 11th business day. Therefore, your order is probably just a little delayed and should be showing up at any time now. If you still have not seen it by the end of next week, let me know and we can take another look at that time.

Thanks,
cos

Is there any sort of tracking available?

I have still not received order 1829235 and it has been almost 7 weeks.

Unfortunately, we do not have any ability to track this shipment. However, it's been MIA for long enough now that we can probably safely give up on it.

I will get a replacement order on it's way to you as soon as possible.

Thanks,
cos

Hello,

I´ve received this morning my last shipment with pathfinder 52 and book of fiends 3. Last month I received my sipment with pathfinder 51 and the rest of products save for the shipment with the beginner box. I´m starting to think it´s lost in transit. If it´s so I´d like to get a replacement.
Thanks in advance.

While your package has certainly been in transit for a very long time, the estimated delivery time for this package is usually around 9 to 36 business days. Today is actually right around the 36th business day since it shipped out. It has most likely jsut been delayed and should be showing up at any time now.

Therefore, please give your package more time to arrive. If you still have not seen it after another couple of weeks, let me know and we can take another look at that time.

Thanks,
cos

Hi Guys

Could you please cancel my Paizocon badge & Banquet ticket - between not being able to get the time off work and the cost of a transatlantic flight it looks like I won't be making it this year.

Thanks

Awww... sorry to hear that. :( Hopefully next year, then!

I have returned your tickets and credited the refund back to you.
Thanks,
cos

Hello again. I would like to restart my Pathfinder RPG subscription with the Bestiary 3. Can we do that here or should I do this another way.

Cory Gilman

The best way to do this is to just go ahead and create a new subscription using the website. Make sure that you select the Bestiary 3 as the starting volume of your new subscription.

Thanks,
cos

I apologize for the delayed response, but I've finally managed to get your order processed. You should have just received a confirmation email confirming as much.

Thanks,
cos

Ross: I think Cosmo's right.

...aaaand QFT.

Ross: I think Cosmo's right.

We always refer to our valuable and valued freelancers by the freelancers' full names, Adam Daigle. We would never devalue such assets with words like "he", "she", "they", or variations thereof. Also note that in all future correspondence with freelancers, we will refer to freelancers only be the freelancers' first names, and never in the second person. "You" is, after all, another pronoun.

Furthermore, it's company policy never to imply ownership in the event of a [redacted]... always use the indefinite article: a [redacted], never your [redacted].

These glasses should be 2010 versions, not 2011.

Please can you confirm that all glasses not yet shipped are 2010 glasses?

Thanks in advance

All 4 of the glasses ordered on order 1864671 were PaizoCon 2011 Pint Glasses. These shipped out to you with your subscription shipment on November 10, on order 1835310.

The 5 PaizoCon 2010 Pint Glasses you ordered on order 1807576 are still in your sidecart and are set to go out with your next subscription shipment.

So, did you not mean to order the 2011 versions on order 1864671?

Thanks,
cos

Cosmo, I'm confused--I thought only $0.85 of the order was a pdf

No, no... I am the confused one. You're absolutely correct.

I didn't even notice that the PDF I was seeing was part of a print/pdf bundle and totally could have worked as you had originally requested. Unfortunately, the order has already shipped out.

I have put a $10 store credit on your account, and I apologize for not having caught that initially.

Thanks,
cos

Not sure if it is the holidays, but if this was shipped on the 10th then I have yet to receive it.

Thanks,
ShaneG.

Your order shipped out on the 10th via the standard postal rate, which has an estimated delivery time of 4 to 8 business days. Today is the 10th business day since it left.

At this point, it is probably just running a bit late, and should be showing up at any time. However, to make sure that you get it, I will put a replacement copy in with your next subscription shipment. If the original shipment should arrive in the meantime, just let me know so I can cancel the replacement.

Thanks,
cos

I never received this order in the mail, and it has been two weeks. Could you please check on the status of this order?

Thanks
jwl

Your order shipped out on the 15th via the standard postal rate, which has an estimated delivery time of 4 to 8 business days. While it has been nearly two weeks since the package went out, with weekends and the holiday, today is actually only the 7th business day since it left.

At this point, it is probably just running a bit late, and should be showing up at any time. If you still have not seen it by the end of next week, let me know and we can take another look at it at that time.

Thanks,
cos

Your subscriptions have been canceled.

Thanks,
cos

Thanks, Cosmo. I appreciate it. Sorry for ordering and canceling, that must be annoying.

Cheers

Pshaw! I like to call it "Job Security". :)

Please cancel my Pathfinder Tales, Pathfinder Player Companion and Planet Stories subscriptions. Many thanks.

Your subscriptions have been canceled.

Thanks,
cos

I took a look at the order, and it appears that we were having some issues bringing in the fortune card displays. They are, however, now on their way to our warehouse, so we should be getting your order shipped out soon.

I have also canceled the Gamescapes stuff from your sidecart.

Finally, I took a closer look at the shipping information we had on the fortune cards, and found a small error. I have fixed this and, between that and removing one of the displays from the order, the shipping and handling fee has gone down quite a bit. I have sent you a new confirmation email which should reflect the change.

Thanks,
cos

Hi guys--to take advantage of your awesome sale, I bought a bunch of gifts and wound up going over $200, barely. Is there any way you could split that into two shipments that are each over $100 so that each could apply the first $10 of shipping free for an order over $100? I would have just removed half the items and placed the orders one at a time, but I was worried I would forget some of them if I did that, and I remembered hearing from a thread that you guys could do that for me.

Even if you can't, thanks for a great sale, and happy holidays!

Cheers!
Mark

I could, but I won't. Your order contains less than $200 of shippable product (PDFs don't counts towards the shipping discount), so splitting it up into two orders would actually increase your shipping costs.

Thanks,
cos

Hi,

Could I have the items moved from this order to another one?

I don't want to wait until mid 2012 for the glasses or miniatures!!

Can they be added to my next Subscription container please.

Thanks in advance
Stu

I have moved the glasses and miniatures into your sidecart, where they will go out with the first possible subscription shipment.

Thanks,
cos

Please cancel my player companion subscription, I can no longer afford it sadly.

Your subscription has been canceled.

Thanks,
cos

Iziak is right, this book was a part of the Black Friday sale so this price was only available for book purchased as a part of the sale.

I will send you an email with further details, so please check your inbox.

Thanks,
cos

http://www.bbc.co.uk/nature/15835017

Very cool, so to speak.

Very, VERY, cool vid. Can't wait to see that doc.

However, I always imagined a negative energy attack to look more like this.

I would like too remove the Dragon Empires Primer and the Module:the Ruby Phoenix tournament from order#1860509 and make them a seperate preorder with the two of them together.

I have moved the items onto a new order and sent you a confirmation email.

Thanks,
cos

I've run into a problem with one of my Beginner Box minis from this order. Sadly, when I removed my Kyra from the plastic, her legs were snapped a little above the feet. This may very well have been my own clumsiness in trying to remove her from the plastic or there may have been a problem with it. I don't know if you can do anything about it and understand if you cannot. If a photo would be helpful, let me know.

I will send you an email with how we will get this worked out. Please check your inbox (an a couple of minutes)! :)

Thanks,
cos

The payment method you selected was declined for the following reason:

Error 15

Please select a different payment method.

I was making the order and I got this. I emailed the customer service over two hours ago and got no response, I called the number listed under help and said the office was closed. Can I get this issue resolved? My GM needs the new scenarios by Friday.

huh... Weird.

I've not seen this one before. I'm going to turn this over to the tech team to see if they can figure it out. Please stay tuned.

Crystal: I may vomit: [link redacted]

Cosmo refrains from commenting

CS Erik: I'm not even going to click on that

Crystal: You know you need to

CS Erik refrains from commenting as well.

Gary: i clicked it and now i'm strangely hungry

Lissa: That's strangely disturbing.

Lissa: Although it could bring a new meaning to bacon cheeseburger sliders.

Gary swings golf club, does Johnny Carson "hey-ohhhhh"

Hello,

Can you guys...

1. Combine 1837017 with 1871402 using priority shipping

2. Combine 1719779 with the 1871402 order also

(you can now take off suspended...)

Your orders have been combined and I have sent you a new confirmation email which should reflect the changes.

Thanks,
cos

As above please cancel my Campaign Setting and Module subscriptions only please. I'll buy the stuff on a product by product basis.

I still want to keep the AP and Companion subs though. :)

Your subscriptions have been canceled.

Thanks,
cos

Go ahead and cancel my sub for now. Dragon Empires isn't of interest right now. Thanks!

Your subscription has been canceled.

Thanks,
cos

Can you cancel my Pathfinder RPG subscription?

Thanks

Your subscription has been canceled.

Thanks,
cos

Please cancel my Maps Subscription.

Thanks!

Your subscription has been canceled.

Thanks,
cos

I have placed order # 1762952, and recieved an email saying that the order is being filled, but within the email was the line:

Will not ship before you contact Customer Service.

So do I need to reply to the information email? I don't remember this step the last time I ordered product (admittedly a while back) so I am confused as to the proper procedure.

It looks like your order was set to an address that did not have a phone number attached. Since you did take care of this once before, I have just added the phone number we have on file to the address. It should ship just fine now.

Please take a moment and double check my change by going to your My Addresses page (which can always be found on your My Account page). If there are any further errors in your address you can make any necessary changes there.

Thanks,
cos

Vic Wertz wrote:

We are now shipping customer orders for these. (The retail release date is Wednesday.)

To be honest I am kind of disappointed. I thought that the entire idea of pre-ordering was the possibility of getting it earlier then retail for this product. Mine is shipping today... and not even WITH my subscription for the Adventure Path and the Gamemastery Flip Mat subscription. Those shipped separately from each other. The AP and Map together and the Beginners Box Figurines by themselves.

So NOW I have to pay twice the shipping for three products. Not truly happy at all. Not to mention hearing that the Retail release for the mini's is Wed and I do not even get the perk of having them before my friends and having to pay MORE for them then they would because mine are being shipped and I could go right down the street for them and get them cheaper minus the shipping.

This is the first time I am voicing displeasure over this but it is becoming more and more frequent. I am getting the AP shipments later and later to almost a week AFTER the retail release and it is making me upset. I enjoy the PDF's and such to no end but one of the biggest perks in my book was to get them early.. and now with the mini's I preordered back in June getting them after retail is :(

There are actually a couple of points I'd like to address here.

Unless the orders are specifically set to ship together, we do not automatically combine orders except under certain specific circumstances. In this case, you had preordered the miniatures, but they were not set to ship with your subscription shipment. If you had selected "Ship with subscription shipment" at the time you placed the order, then they would have been combined.

The automated system does not really know what the relative importance one product has over another except in very broad terms. To our system, these miniatures are just like any other non-subscription product not made by Paizo. Combining a non-subscription, non-Paizo product with a subscription shipment is more likely to delay the subscription shipment. When it comes to subscription shipments, we actually run under the same assumption that you do: Subscribers want their stuff as soon as possible. Therefore, we do not usually combine non-subscription stuff with subscription shipments unless it's explicitly chosen by the customer.

Which leads us to the second point: release dates. The release date for the miniatures is set by the manufacturer, WizKids. This, combined with the fact that we cannot ship products until we receive our shipment from the supplier, means that preordering will not get you the product before it's released. Preordering guarantees that you will get the product, and that you will get it as soon as it is released.

For Paizo product, we usually start shipping subscription products out about a week-and-a-half before the street date. For example, the street date for the PF AP #51 and Flip Mat: Warehouse we just shipped out to you (and for which you already have the PDFs) is Wednesday, 11/16. The package may or may not arrive by then, but you can certainly download and start reading the PDFs right now.

All this being said, getting product, or even the PDFs, prior to the release date is not actually an intended premium of subscribing. While it sometimes turns out that way (and often does with the PDFs), our intention with subscription shipments is to have your package arrive at around the same time as the product's street date. For preorders, especially preorders of products that are not ours, we ship items out when they are released.

I am very sorry that you are disappointed. We try to provide you with all the information to need to make the best possible decision for your purchases, and we are always seeking new ways to make this information more accessible and useful.

Thanks,
cos

Please cancel this order and my continuing subscriptions. I cannot afford them at this time.

Your subscriptions have been canceled, which also deep-sixes the order.

Thanks,
cos

The answer, no, we never sleep. Being skin jobs, we don't need to sleep, so we spend all of our time creating RPG products.

Secondly, we care about all of our customers. Thanks for taking the time to post. It makes working those long 24-hour days that much more enjoyable. :)

-Lisa

So say we all.