Customer Service Dire Care Bear Manager
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I may be wrong, but I imagine there are some folks at Paizo that aren't nearly as busy as you and maybe they should lend a hand where possible.
Everyone at Paizo is at about 110%, from customer service to editorial. Lisa (CEO) and Jeff (COO) do head down to the warehouse when they can, but they've also been doing that for years. Shipping logistics isn't just about tossing things in boxes. Adding untrained bodies down there can easily end up negatively impacting the warehouse's ability to get things shipped efficiently and effectively.
I'm just frustrated at the situation.
We are too. It is very frustrating to have see our backlog each day and it's frustrating knowing how many customers are left waiting and waiting... and waiting. Customer service and the warehouse folks completely empathize with the situation customers are in right now. And we do appreciate all the feedback folks have been giving us, both the compliments and the constructive criticism.
We hear you. Your complaints, your frustrations, your confusion, none of it is falling on deaf ears. We're committed to plugging away at this logjam and getting people's orders out as quickly as is possible. We're thankful that so many of our customers have enough faith in us to stick it through. And we are going to continue to do our best to improve.
220 pounds? What are you guys ordering there?! :)
In other news: my order shipped. Hooray!
I may be wrong, but I imagine there are some folks at Paizo that aren't nearly as busy as you and maybe they should lend a hand where possible.Everyone at Paizo is at about 110%, from customer service to editorial. Lisa (CEO) and Jeff (COO) do head down to the warehouse when they can, but they've also been doing that for years. Shipping logistics isn't just about tossing things in boxes. Adding untrained bodies down there can easily end up negatively impacting the warehouse's ability to get things shipped efficiently and effectively.
I'm just frustrated at the situation.We are too. It is very frustrating to have see our backlog each day and it's frustrating knowing how many customers are left waiting and waiting... and waiting. Customer service and the warehouse folks completely empathize with the situation customers are in right now. And we do appreciate all the feedback folks have been giving us, both the compliments and the constructive criticism.
We hear you. Your complaints, your frustrations, your confusion, none of it is falling on deaf ears. We're committed to plugging away at this logjam and getting people's orders out as quickly as is possible. We're thankful that so many of our customers have enough faith in us to stick it through. And we are going to continue to do our best to improve.
I stand corrected then. I will shove my dwarven beard braids in my mouth and keep my gripes to myself until all is well. The less time I spend wasting your time the more time you have to get me my precious little minis.
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Just got my shipping notification. Looks like my November order will be arriving sometime in December. Oh well!
It does kind of stink to get things this late, but on the bright side, if the team's this busy, that means Paizo should be doing a lot of business, and hopefully be financially healthy. That makes me happy!
I'm a first time Pathfinder Battles subscriber. I switched to this method of getting my minis for a couple reasons:
1. While Paizo does charge more for shipping than I've seen from most other places, their pricing change for the Battles line itself made the price competitive. While it's not necessarily the cheapest overall price, it comes out to only about $5 or $10 more. That includes the Gargantuan incentive piece and the $10.00 factored in that Paizo pays for shipping.
2. The 30% off other miniatures is a great deal for my needs. It'll help with the Iconics line, dropping it down to about $21.00 each. And if I want to come back and grab another incentive piece miniature down the road, I can do so at an affordable $28.00 price.
3. The customer service here is beyond amazing, and most questions are answered within 24 hours during business days.
I guess the point of my post is just to inform people that while I can understand the frustration some might have, for people like me this (Battles line) is still a great deal.
There's an weird issue where its decided things should be in a (99"x99"x99") box and bumps the weight up to over 200 pounds. Its being actively worked on.
If you can't resolve the issue, feel free to send me 209 pounds of minis ;)
I'd like to make a suggestion to the folks at Paizo for when all this craziness that is the Great Golem Sale & November Subscription shipping ends.
Perhaps you can come up with a thread about the entire process that you sticky at the top of the customer service boards? That way you can be clear and specific about how the entire order spawning process works, what the dates mean in relation to subscribers vs. purchasers of the products by other means, and a variety of other things.
It seems to me that many of the threads started in here (this month and in previous months) about an order or subscription could more easily be answered simply by avoiding confusion. Frequent forum poster Hawkwind usually does a great job explaining how the process works. Perhaps getting it all written down in one place and making it stick to the top of this forum would be greatly beneficial to everyone.
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Everyone at Paizo is at about 110%, from customer service to editorial. Lisa (CEO) and Jeff (COO) do head down to the warehouse when they can, but they've also been doing that for years. Shipping logistics isn't just about tossing things in boxes. Adding untrained bodies down there can easily end up negatively impacting the warehouse's ability to get things shipped efficiently and effectively.
I used to be responsible for monitoring shipment quality at a parts warehouse for a major automotive manufacturer. When the UAW went on strike one time for a few days, we had every non-union person in the building come pack orders. I heard so many comments from them about how they were going to be so much more accurate than the union folks.
They weren't.
When I pulled the statistics afterward, we shipped about five to ten times the usual number of mispicked items, wrong quantities, etc. Unfamiliarity with the task has a huge impact on accuracy.
It sounds like it ought to be a really simple thing to pick and ship orders with any degree of accuracy, but it really isn't. And when most of your products are exactly the same general dimensions and have similar overall appearance, it becomes exponentially harder to prevent errors.
So although I'm in the not-yet-shipped, says-it's-210-lbs-order group, I know that simply throwing more warm bodies at the problem isn't the answer. (Although I'd love to come visit the warehouse someday and compare notes on best practices...)
Some of the folks at Paizo who may or may not be "less busy" do help out. Including the CEO. You think the CEO of Amazon would be in the warehouse helping pack boxes for shipping? I don't.
Well, the CEO of Amazon probably needs to bring bodyguards if he's to mix with his warehouse workers.
If the payment authorization on my pending order has expired, should I expect to get another pending email or do I need to contact someone?
General update: the warehouse is pushing through a lot, but still has some subscriptions to ship over today and early next week.
The previously mentioned issue with the Battle subscriptions wanting to ship in impossibly huge boxes is still being worked on, but will hopefully be resolved soon.
He's not all that much bigger, it's just he's made out of solid gold. :-=)
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Customer Service Dire Care Bear Manager
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Pending authorizations usually have an expiration date. I think it's two weeks, but I'm not sure.
It depends on the financial institution and the type of card. Credit cards tend to have a longer window (including up to a month!) than debit cards, which tend to be around 5 business days. Prepaid cards and international payment methods can have entirely different rulesets which are completely inconsistent.
Have the Battles subs shipped yet? Mine is still pending, thought they were shipping today.
According to UPS, mine shipped last Thursday, and is due here on this coming Friday.
Sara Marie - Thanks for posting the update. Lets me know I don't need to worry. I'm just at the back of the pack this time.
Although if someone happened to throw in some of the older PACG promo cards into my shipment as a "thanks for waiting" gesture, I'd be delighted! No pressure, though... ;)
I'm just happy I'm still a subscriber :)
Looking forward to my two 210lb shipments!
I'm just happy I'm still a subscriber :)
Looking forward to my two 210lb shipments!
I know, it's a long wait, but when I get my 209 pounds of minis I'm gonna be a happy gamer ;)
Still shipping subs.
At this stage, are there any non-Battles subs left to be shipped, or is it just the ones with the Battles stuff included?
Ok cool - as long as I'm not the only non-Battles sub still to go out, I suppose I can wait just a little longer :)
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Actually, that is one of things I appreciate about Paizo: no favoritism. Doesn't matter how big or small your subscription size you get shipped when you come up in the random queue. Mine still hasn't gone out and that's OK. I'm patient! :)
yeah, still in line as well...
When the parcel takes almost a month to get here, a few days waiting on the shipping notification (like now) doesn't mean much to me! Hope it's going well in the shipping room!
Well, I got the shipping mail and (finally) access to the pdf's today at 00:30 MET!
I'm hoping not to see another slip on the shipping completion date. At this point I start wondering if I'm just unlucky to be at the back of the line again, or if there's something wrong with my order that's only going to come to light once everything's supposed to have been shipped.
Sara is correct.
By the way, thanks for being so informative about the status of our orders.
Oh please don't combine shipping!
I can stand waiting for my ACG stuff and the paper version of Plunder & Peril. I do want my PDF for the module asap so we can run it!