Hi Paizo Team,
I'm disappointed in the response I've received via email regarding my missing September Adventure Path Shipment (Hell's Rebels part 2). Through no fault of my own, there was no shipment in September. Subscription info showed my subscription for part 1 and the next upcoming shipment for part 3. Part 2: nowhere to be found.
So I alerted Paizo to this fact via email. The response: we've added Part 2 to your October shipment.
Sorry, but I work in Customer Service. This response is more than a little underwhelming. You've essentially said, to your customer, "I know we screwed up and didn't ship your subscription in September. To make up for it, how 'bout you wait another month?"
I then checked my downloads to see if I could access the pdf in the meantime. Nope.
Here's how a company that values a high level of service would have responded:
"We're terribly sorry this happened, let me get this shipment out to you right away! To compensate for the delay, I'm going to waive your shipping charge!"
If you want people to be excited about your products, understand that they're anxiously awaiting them and that telling them to wait an extra month is not an acceptable resolution.
Thanks for listening.
Sincerely,
Austerius