Hi guys, long post but I believed it need to be said!
Recently I went on Holidays and had a friend check each day for my Paizo packages so that they could be looked after until I returned. I rang my friend the day before I was due to arrive home and both my Paizo packages (I was waiting for two of them – 5 books all up) had not turned up yet. I arrived home and it was raining, both my precious Paizo packages were completely drenched and the books badly damaged because the mailman left them out in the rain! Well I contacted Paizo hoping to at least be able to repurchase one of the 5 damaged books (I can't afford to repurchase all of them at the moment) and get it sent with my next shipment of books, low and behold the wonderful customer service people at Paizo said they would send a replacement for all the books free of charge with my next shipment!
Paizo is one of those amazingly rare companies who understand that customer goodwill keeps customers and helps generate more. Ignore the fact that they sell incredibly high quality products and have the best writers around. Their customer focus across the entire company is clear, and often demonstrated on a daily basis on these very boards.
Having recently purchased a Unit, I have been through a tough 6-8 months financially (and still only slowly getting out of that) where I have had to cut back on all the little extras I usually enjoy (buying a cheap DVD once a month/Music Cd’s, going to a movie at least once a week, going out weekly for dinner with friends to restaurants etc etc). I had to stop all that cause I couldn’t afford it while scrimping and saving for the Unit down payment etc. But at no stage did I think to cancel any of my Paizo subscriptions. I wanted to keep them going because Paizo has worked so hard to start a new line of products, worked so hard communicating to customers what is going on, listening to feedback from customers and when things do go wrong (as inevitably they do in any business) they stand up say oops we stuffed up, we're sorry and this is how we are going to fix the problem or situation
Paizo does all this and then when something goes wrong for the customer (me) through no fault of Paizo…(it was the postman that created/caused the problem,) Paizo turns around and says…here, look, lets help you out…they have no responsibility or need to do so, I was happy to repurchase all the material (I would get there eventually) but they look at me and say…he’s a customer…he’s important to us, lets make it easy for him!
That’s why when things were tight financially…I still kept up their subscriptions! And why when things are less tight than they are now, (hopefully in the not too distant future) I will take up their planet subscriptions as well!
Lo and behold….my belief in Paizo and their customer focus culture has reaped some amazing rewards for me! Not needed but highly appreciated!
Long story short…PAIZO ROCKS!