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Sara Marie

Sara Marie's page

Customer Service Manager. Pathfinder Society Member. 8,568 posts (8,816 including aliases). 2 reviews. 2 lists. 2 wishlists. 2 Pathfinder Society characters. 5 aliases.


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Paizo Employee Customer Service Manager

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Getting the comics into inventory and should be running the auth later this afternoon.

Paizo Employee Customer Service Manager

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diego: We were so young and naive back then. Now we have this:
katina: gonna just go ahead and get THAT nightmare fuel out of my face

Paizo Employee Customer Service Manager

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cosmo: what is a verb for "to mind-blow"?

Paizo Employee Customer Service Manager

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Rysky wrote:
Christopher Anthony wrote:
Sara Marie: tea is probably better for me than more sad

Fact!

Also, *offers hugs*

It's ok. Thanks.

Spoiler:
It was a typo for soda.

Paizo Employee Customer Service Manager

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katina: did [redacted] just threaten to hit people with a [redacted]? Because I support that.

Paizo Employee Customer Service Manager

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erik k: Furthermore that sounds hilarious
erik k: And makes me feel slightly dead inside

Paizo Employee Customer Service Manager

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I'm going to go ahead and close this up. I did not intend to start a debate in the CS forums about why "Seattle Shuts Down for Snow". I guess if you really want to debate this, take it to off-topic?

Paizo Employee Customer Service Manager

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Yikes, this is not what I expected for this thread!

We had a very large area of effect snowstorm throughout the region. A number of things meant the snowfall of around 5-8 inches had most folks staying home.
1. We have wicked hills and winding roads.
2. Cities have few snow removal trucks/plows (we just usually don't need them as it usually doesn't snow that much and most of the time it will melt in 24-48 hours anyway)
3. We don't use chemicals/salts to protect local waterways, lakes and Puget Sound (polluting the water around here would be a major ecological & economic disaster for our state).
4. Temperatures usually hover right around freezing. Which means we have a solid base of slushy wetness that freezes into icy sheets, if you have ever hit black ice before, you know how terrifying & dangerous this is) .
5. Most people know they shouldn't be out driving, some people, especially those who have never driven in snow or are "experts" use to flat, salted or actually plowed roads, try it and quickly find them selves in trouble, making roads even more dangerous. (Some of course, do know how to drive in the snow, have AWD and go make donuts in the parking lot, but those ones are the lucky few!)

Regional differences are crazy. Sorry we're closed... hopefully we'll be back open tomorrow!

Paizo Employee Customer Service Manager

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Folks, the greater Seattle region (that includes Paizo headquarters) got a dumping of snow last night and none of the customer service team are able to make it to the office today. We apologize for the inconvience.

-sara marie

Paizo Employee Customer Service Manager

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Hey folks, I find myself in a weird spot, I just had to self-moderate my own post.

Removed a post, as a moderator I think I was out of bounds participating in the way I did.

Paizo Employee Customer Service Manager

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Steve Geddes wrote:
Consider this a favorite of Sara's deleted post. (I didn't think it broke any guidelines. :p)

Just needed a bit of feedback/editing from other CS people before I posted it publicly :)

Paizo Employee Customer Service Manager

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No worries, I did not view your post as an attack, I see it instead as a post from someone who clearly is not satisfied with how shipping around Gen Con has worked for them in the past, and understandably so! I'm a prolific online shopper and I completely empathize with customers waiting for new releases to arrive and knowing other packages are getting shipped during a busy time, while your package sits pending.

Our conundrum here though, is that we have a limited time frame in which we can ship Gen Con releases. If we start too early we may not even have everything in our warehouse, or we have large swaths of customers who have the book 3-4 weeks in advance. We can't do that and maintain good relationships with other retailers or most of our subscribers.

Quote:
Most years you guys havent even started the shipping process for me

The last handful of years, usually by opening day of Gen Con (with some notable and very stressful exceptions) we have already been shipping out subscriber copies and preorders for nearly 2 weeks. We try to buff up on temporary workers during that time, but throwing more bodies at shipping during the Gen Con rush has a point of diminishing returns. It might work to bring in 3-4 temporary warehouse packers, but because warehouse fulfillment is skilled labor, there's a limited amount of tasks untrained folks can do. There will always be a finite limit on how many packages can be packed and how many we can physically hand off to the postal services on a given day. We are limited by truck size, loading dock size, the number of skilled workers we can have packing orders without interfering with each other's work.

We might not have shipped your package by opening day of Gen Con, but we've been pumping out thousands of other customer's orders at that point.

With regards to the free PDFs that come with some of our subscriptions, its a benefit that is added to your account's downloads when your order ships. Trying to create contingency methods that don't use up precious software development time, or don't tax our small customer service staff is unfortunately not something we currently have the resources to devote to. The opportunity costs of trying to adjust how those subscription benefits function are too high.

I understand and fully empathize that the way Paizo has worked around Gen Con's release has not worked for you. And while I would love to find a solution that works perfectly for everyone, the upshot is that with the resources we have we may not be able to get everything shipped by the first day of Gen Con. Its not something I want to have happen, and we do work within our business model to try to do better every year, so I hope you can understand I'm not advocating for things to stay the same, just trying to provide context so you can make an informed decision about where you choose to pre-order from.

Paizo Employee Customer Service Manager

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[redacted a]: I’ve made a lot of accidental money

[redacted b]: Does remind me of the time I gave myself $3.21 million in store credit

Paizo Employee Customer Service Manager

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Kobold, I really empathize with what you want to accomplish here stress relief-wise, but I don't feel that this thread is entirely appropriate for paizo.com. If you want to try again with a less partisan premise, you are more than welcome.

Paizo Employee Customer Service Manager

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I'll be getting the thread up later today. Order spawning is Thursday the 2nd.

Paizo Employee Customer Service Manager

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gbonehead wrote:


Is there a good reason to go to this effort? Seems like extra work to go and pre-order all the items and then go back and effectively pre-order them again to sign up for a subscription. If there's a reason, it's clearly no problem for me, but I'd prefer to minimize my effort :)
...
As an aside, I had assumed the Ask-All-Your-Starfinder-Operational-Questions thread was about rules based on the title so I hadn't looked at it at all. Ooops!

My good reasons usually involve a heavy dose of paranoia and contingency/disaster planning. The best way to ensure you get the products is to pre-order them. Additionally, if you pre-order them, we will likely send you any pertinent information about any potential Starfinder subscriptions (provided you have your privacy settings set to allows us to email you). Pre-orders also allows us to gauge demand as well. Paizo will do its best to ensure there is as little extra work as possible on the subscriber's part to convert per-orders to subscriber copies.

Paizo Employee Customer Service Manager

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Where can I offer feedback regarding Starfinder subscription option(s)?

If you would like to provide feedback on potential Starfinder Subscriptions options or benefits, you can email sara.marie@paizo.com.

Paizo Employee Customer Service Manager

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When will I be charged for my Starfinder preorder?

We will settle the charge against your payment method when your order(s) ship.

Paizo Employee Customer Service Manager

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chris: what topics nearly immediately go south?

katina: politics
...
katina: bird migration

Paizo Employee Customer Service Manager

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Denara Taladas wrote:
I tried preordering the Starfinder core rulebook, GM screen, and first adventure path, but the store software shows me as getting billed separate shipping for each item. Will I be billed separate shipping for each item? Or is there a way to combine shipments?

Looks like this is a coding/product set up issue which we are investigating.

Paizo Employee Customer Service Manager

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Folks, lets keep this product discussion thread focused on the product. If you have operational questions you can post them here Ask-All-Your-Starfinder-Operational-Questions.

Paizo Employee Customer Service Manager

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Will there be Starfinder Subscriptions?

We are still in discussions about how Starfinder subscription(s) might operate. As soon as we are ready to discuss subscriptions, I am sure we will broadcast it loudly from the rooftops. In the meantime, if you want a copy of Starfinder books, I would say to go ahead and preorder them. In the next few months before the launch at Gen Con, if there is a subscription that you wish to sign up for, the process to switch from preorder copy to subscription copy will be made as easy and painless as possible for you.

Paizo Employee Customer Service Manager

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Will there be Starfinder Subscriptions?
When does it release?
Can I pick up my pre-order at Gen Con?
Will there be a Pocket Edition of the Starfinder Corebook?
Will I get a free PDFs when preordering Starfinder books & maps?
When will I be charged for my Starfinder preorder?
Where can I offer feedback regarding Starfinder subscription option(s)?
Do you have information on Starfinder and VTT or other Licensed Product support?

As many of you have now seen, a number of new Starfinder products are now available for pre-order and lots of you have many questions! I have some answers and some stay-tuned-for-more-information answers. If you have a question about operational* aspects of Starfinder, post them!

Note, this is not a thread for speculation, refrain from answering other people's questions unless it is to link to something a Paizo employee has already said.

I'm going to try to build this thread a bit like an FAQ and edit this post to put in questions and link them to the post with my response.

Thanks,
Sara Marie

*Operational in this context means questions about the book's release, shipping, subscriptions, etc. I work soley in operations and I cannot answer any content related questions. There is an entire subforum related to those discussions here: http://paizo.com/paizo/messageboards/paizoInc/starfinder

Paizo Employee Customer Service Manager

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Folks, quick update, I know Chris would like to have a chance to respond specifically to the things being brought up here, however currently both she and I have a number of fairly large projects in desperate need of attention, including things needed for the website for Starfinder, PaizoCon and other large projects.

I can reopen this thread with the understanding that this is a meta discussion about politics on paizo.com and not a place for actual political discussion to happen and certainly not a place for fighting about politics.

Paizo Employee Customer Service Manager

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We are still in discussions about how Starfinder subscription(s) might operate. As soon as we are ready to discuss subscriptions, I am sure we will broadcast it loudly from the rooftops. In the meantime, if you want a copy of Starfinder books, I would say to go ahead and preorder them. In the next few months before the launch at Gen Con, if there is a subscription that you wish to sign up for, the process to switch from preorder copy to subscription copy will be made as easy and painless as possible for you.

Paizo Employee Customer Service Manager

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sharaya: And now you can see the whole History of Weirdness.

Paizo Employee Customer Service Manager

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[redacted]: Cocktail of Grar.

Paizo Employee Customer Service Manager

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Process has finished running. If you are a comics subscriber and did not see your order generate either into a pending order or into your sidecart, let customer service know.

Paizo Employee Customer Service Manager

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Romiras wrote:
The game is scheduled for release in August 2017. It's great since I have a birthday in Arodus. But I also live in country far far away and I'd love to be sure that the game itself and the first part of the first Adventure Path would be packed and sent my way ASAP. So... Any news on preorder?

There will be more details when the product pages go live, but in the meantime, here are some tips to ensure your order is shipped out to you as soon as its possibly available to:

1. Keep your payment information up-to-date. Paizo *settles* the payment at the time your order is shipping. If you order as soon as the product is available for preordering you might see an *authorization* which places a hold on funds. If the authorization funds are not used, they will expire and release the hold on funds. Often people see the pending transaction and then assume we've charged for it only to find out months later when the book starts shipping that it was just an authorization and they still owe money.
One trick that some customers use is to purchase a custom amount gift certificate for themselves for the amount of the order. The charge for the gift certificate settles immediately and then the money is on your account and can be used to preorder your book(s).

2. Keep your shipping information up-to-date. We frequently have customer who forget to update their address after a move and don't remember until after we ship their order. On very rare occasions we are able to run down to the warehouse and stop it before the mail picks up, but usually the customer is stuck waiting to see if the package gets forwarded or sent back to Paizo.

3. If you need to make a change or have a question about your order, ask. We've currently got a team of 4 people who's literal job description is "help customers". If something is confusing or incorrect, the sooner you let us know the better.

Bonus Tip: Sometime probably around July, there should be a stickied thread in the custom service forum for shipping August/GenCon products. Keep an eye on that thread as we use it to discuss how shipping is going, if you need to be concerned that your order hasn't shipped yet, etc.

Paizo Employee Customer Service Manager

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chris: my “burn it all” feelings may have been premature

Paizo Employee Customer Service Manager

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claudekennilol wrote:
I know this is the wrong place to post this.. But I can't find whatever the right place may be. I got two $8 codes and no $15 codes from the bundle. Humble Bundle says one is a $15 code but when I redeemed it, it was a second $8 code

We are looking into this and it appears to be on the Humble Bundle side a code generation issue. We are working with them to resolve this as soon as possible to get folks who went with the $15 tier the correct PDFs. If this happened to you, you can contact them at

HB contact:
contact@humblebundle.com.

thanks
sara marie

Edited to update details.

Paizo Employee Customer Service Manager

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cosmo: My name is Cosmo. Feel free to affix it with your Blame. Swear by it at your own peril.

Paizo Employee Customer Service Manager

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Removed a post and replies. Our goal for paizo.com is to be a friendly and welcoming community for gamers to connect and interact. Posts promoting spiteful or malicious drama do not have a place on paizo.com.

Paizo Employee Customer Service Manager

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Removed a post. Our goal for paizo.com is to be a friendly and welcoming community for gamers to connect and interact. Posts promoting spiteful or malicious drama do not have a place on paizo.com.

Paizo Employee Customer Service Manager

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Reviewing what happened, the sale mishap was active for part of Sunday, January 1st. We are not going to adjust the orders that were submitted during that time. If you got through checkout with the sale prices, it was your lucky day.

If you were not able to submit your shopping cart until after we corrected the sale issues and your order was submitted with the correct prices (i.e. not the discounted prices), we are happy to help cancel the order for you if you have not downloaded PDFs or if your order has not shipped. If you have questions or concerns about an order, please contact us as soon as possible.

I've turned over the data for which items were purchased to our financial team so they can ensure the consignment items that were purchased are not adversely affected by this discount.

For those of you who have offered to have your order adjusted, that is very gracious of you. However, in this case, leaving the orders alone as much as possible will lead to the smoothest resolution on our end.

Let me know if you have any questions!

thanks
sara marie

Paizo Employee Customer Service Manager

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Moved to Advice forum.

Paizo Employee Customer Service Manager

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christopher: Show me on the alignment chart where the game touched you.

Paizo Employee Customer Service Manager

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Looking into the scope of this. We're working making sure that customers and consigners are not adversely affected and if we need to make any changes to orders that were processed.

Paizo Employee Customer Service Manager

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katina: extra points if you turn into a werechicken

Paizo Employee Customer Service Manager

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katina: i feel like i need to rewatch Devil Wears Prada because I think I want to be Meryl Streep

katina: though i’m pretty sure by the end of that movie you’re not supposed to want to be her

Paizo Employee Customer Service Manager

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The Fiend Fantastic wrote:

Praise Sara Marie,

Our team in Way of the Wicked has triumphed over another group of do-gooders, and i can now turn their barbarian into my bloody skeleton minion.

:D

May your triumph over do-gooders always remain fictional and may your bloody barbarian skeleton minion always obey you.

Paizo Employee Customer Service Manager

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Sir D. Arthraven wrote:
Praise Sara Marie, for our GM for this season's special told us we are such an efficient group.

May your GM's always have something to praise your group for and may "efficiency" always remain a compliment.

Paizo Employee Customer Service Manager

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ElderNightmare wrote:

I praise Sara Marie, because my lumbago seems to be gone.

May your lumbago continue to stay away from you and your back continue to stay close to you.

Paizo Employee Customer Service Manager

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Katina: isn’t having your soul set on fire a bad thing?
Katina: that seems like it’d be a bad thing
Diego: It’s magical
Katina: that just sounds like you’re trying to justify horcruxes
Diego: Horcruxes don’t need justification

Paizo Employee Customer Service Manager

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Dale McCoy Jr wrote:
Hey Sara Marie. I had a 3 day weekend this weekend. I just want to say thank you.

May your weekends always be 2 or more days long and may you always enjoy these extra days.

Paizo Employee Customer Service Manager

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Rysky wrote:
Sara Marie wrote:
Tacticslion wrote:
What campaign setting do you run around in? Why?
  • My own.
  • What's it like? :3

    Alternates between heavily magical or totally sci-fi or a combination of the two depending on what I'm in the mood for. I have a whole smorgasbord of heroines each with their ongoing stories and if I'm bored or in need of a bedtime story, I sit back, close my eyes and flesh out their stories a bit more. Occasionally I try to bend their universes together and figure out links between their lives and since its my own setting, I can do that!

    Paizo Employee Customer Service Manager

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    Our tech team is putting the finishing touches on a form that will allow people to submit events via the website instead of how we have previously done it the last couple years (via PDF form). Once submitted, I'll review & approve events and schedule the time and room.

    Paizo Employee Customer Service Manager

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    Chyrone wrote:

    Praise Sara Marie, because i've tried making a Japanese snack.

    Although the shape was different, the result was very yummy.

    Blessed be those who attempt food creation. May your culinary experiments be ever the perfect flavor.

    Paizo Employee Customer Service Manager

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    Tacticslion wrote:

    Crossposted in AMA threads: it's a Paizopaloozaganza!

    Sara.

    Ssssaaaaarrrrraaaaaa. Praise to you for allowing this (I'm presuming; feel free not to answer)!

    Super-serious series of questions*:

    * Nnnnnnope.

    If you could have 2 different super-powers, what would they be and why?
    (Assume corollary powers required to make a given power work are part of it; i.e. Since you'd need super tensile strength/durability to, you know, not-die when you made use of your super-strength power, you get them both when you say "super strength" as a singular option.)
    Why?

    • At-Will-Weather-Proofing.
    • Dark Vision.

    Tacticslion wrote:
    If, instead, you could be a gestalt of 2 super heroes, who would you gestalt to be yourself? Why? Which comic universe would you run around in? Would you prefer to be in that one, or this one?
    • Wonder Woman, Captain America
    • I am not familiar enough with comic book worlds to make an informed choice.

    Tacticslion wrote:
    On the other hand: BAM! You just gained 16 levels in a Pathfinder class (or classes)! Which class(es) do you pick, and why? Incidentally, if you could spontaneously switch races, would you? And if so, to which?
    • Witch.
    • Medusa

    Tacticslion wrote:
    Similarly, you won the super-lottery, and gained mythic tiers! 10 of 'em! (And you gain class levels to match; please feel free to change your previous answer if this does so for some reason.) What path do you take? (Alternate option: substitute a single tier for a simple mythic template.)
    • Not familiar with Mythic Rules. Whomp Whomp.

    Tacticslion wrote:
    Yet another query: you monster. Specifically, you CR19 (or less) monster! Which are you?! ... and would this have been your first choice? If not, which would be?
    • Medusa
    • yes

    Tacticslion wrote:
    But the wheels of fate-time have spun again, and your everything has been transposed into that of someone else! You've just become a prepublished NPC from an official source! Which prepublished NPC is it?
    • Yala of the High Places NPC Codex pg 70

    Tacticslion wrote:
    What campaign setting do you run around in? Why?
    • My own.

    Tacticslion wrote:
    As a final thing: blend any and/or all of the above questions into a single ginormous question: an optional blend of a prepublished NPC, monster, and some superheroes all walk into a bar... and out comes you, as a gestalt of those guys, the race you choose, some extra superpowers, and have extra class levels and mythic tiers on top! What are you?! (Other than "awesome" - naturally.)
    • Pharasma

    Tacticslion wrote:
    Oh, and one more thing: if you lived through a Legend of Zelda (as one of the Links); which would it be, and why?
    • Zelda.

    Tacticslion wrote:
    Thanks! Enjoy!

    You too.

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