Noting that as a general guideline, folks on the forum get three strikes before getting the ban hammer dropped on them. Also noting that this does not and should not ever apply to transphobic rhetoric. Thought I’d mention it since it seemed like it clearly needed to be mentioned despite being a pretty obvious concept.
I’ll echo Diego’s words and say that we received 0 training on forum moderation outside of generic practices. I know that many of us really, seriously suffered with regard to our mental health from the time we spent on here. And I spent relatively little time moderating. I honestly believe that moderators who aren’t provided with professional training are being put in a dangerous work environment. This needs to change ASAP.
Also want to add: There have been MANY times where Diego jumped in after hours or on weekends to moderate the forums. The hourly, underpaid senior team member did this with little complaint because otherwise the whole team would come in after a holiday or after a weekend to just an actual forum trash fire. I think I can say pretty comfortably that we all cared a lot for this community in our own ways. The love and effort we put in to moderating forums and helping our customers is not something anyone on our team ever asked for a pat on the back for (well, we may have asked for higher pay in our heads :X), and I know Diego and Sara and our other primary mod sure as hell did a great job protecting the team from many, many spiraling threads.
When the forums are an actual trash fire, please keep in mind that CS actually cares about this community A LOT. And it really sucks for people to come at them when they’re doing their best to get through a traumatic time themselves, and with a new manager who IMHO is not nearly as experienced as the previous one in honest and empathetic community management. The loss of Sara Marie left a GIANT hole in the forums I think very few people could fill, and the one who I think was most qualified (hi Diego!) is also no longer with Paizo. I hope Paizo is bringing in a community manager who is trained/has the experience to deal with this all.
Vardoc Bloodstone wrote:
You see what you see because the underpaid staff work their tails off to make it so. Do not credit that to upper management members who don’t even touch the books during the creative process.
Crushing news. Two of the best people I have EVER worked with. Sara has done such an incredible job making Paizo a fun, welcoming, warm place to work. She was always in our corner and took the time to advocate for us even when she was dealing with her own things. It’s so very rare to come across a manager who just “gets it”, cares for their team so deeply, has such a wealth of knowledge to share, and is just a genuinely kind person. There is no one at Paizo who can even come close to how incredible Sara has been for CS. She saw us as human beings who loved, struggled, celebrated, yearned for more, had dreams and aspirations, and everything else that made us human. To her, we were never a disposable work force, and it showed especially when any of us struggled with mental health during the pandemic. Each of us was special, bright, HER team that she was always looking out for. No higher praise could I give to a manager. Goodbye Sara Marie. I know you’ll do great out there.
Hi friends! I did indeed leave Paizo in November, and C also left Paizo Customer Service team recently. I don’t know if my two cents will be appreciated by the team or if it will cause trouble, but I thought I’d post them here and this comment can be removed if needed.
The team is really involved in hiring and training, and Diego and Sam are the only two experienced CSRs at the moment out of 7 on the team, during one of the busiest times of the year, with a massive backlog. While there were three new folks who joined the team a couple of months back, in my experience it takes a solid 4-6 months before CSRs are trained and mostly independent in our software (and even then, I was always learning something new about our system a year in). So not only has the team been filing positions, they’ve also been training new folks on Paizo’s quirky, proprietary software.
I promise the team is thinking about you folks but, I’m not going to lie, the CSRs are constantly fighting fires and things slip between the cracks. I know I’ve been guilty of skipping updates while working on subscription issues despite trying my best to keep you folks updated. I’m sure the team will be here soon with an update but, in the interim pls send them love and be patient. You know they’ll hear you out and take care of you when they’re able to.
I do see the PDF for the Core rulebook in your downloads. If you use the ctrl+F or cmd+F function on your keyboard to search for "core rulebook" you should be able to see the core rulebook downloads in their own section.
The Bestiary 2 was released at the same time as the core rulebook. It looks like our system didn't automatically generate that for you so I'd be happy to set up an order for the Bestiary for you through your subscription so you can access the PDF as well. Let me know if you'd like for me to set up an order for you and I can have it ship out with your December subscription shipment!
Thanks for your patience, and let me know if you have any other questions!
I just tested your file and was able to download it on my end, so let's work together to see what might be causing that discrepancy. Can you provide a bit more detail as to which browser you're using and what happens when you attempt to download or click on the "Problems downloading this file?" link? For example, does the page refresh, or does nothing happen?
Your card is being declined by our credit card processing system due to an AVS failure. This means that the billing address you provided with your payment does not match the billing address your bank has on file. Before trying again, please double check that the address provided matches what your bank has on record. You should see the pending charges clear off of your account by tomorrow if they haven't already. Thanks for your patience, and let me know if you have any questions!
Thank you so much for your patience as we work through our backlog. I'm so sorry you haven't received your book yet. I have set up a replacement for you in your sidecart.
Our system selected an incorrect shipping method on your order. I apologize for this and I have also gone ahead and issued you a refund to store credit for the difference in shipping between the method that was selected and your default shipping method for a total of $7.19.
Thanks again, and please let me know if you have any other questions!
Thank you so much for your patience. I can see that a new payment method was added to your account. I can go ahead and process the order on that new payment method if you'd like, or you can update your payment in your account settings and I would be happy to switch over your payment for you. Just let me know how you'd like to proceed!
The retroactive free PDF for the various cards were granted only to customers who had an active subscription at the time of order for each specific deck. Since the subscription on your account wasn't started until June, the Bestiary Battle Cards, regardless of which account they were ordered on, did not qualify for the free PDF. Let me know if you have any other questions about this and thanks for your patience!
Thank you so much for your patience, and I'm so sorry that your packages haven't arrived yet! From what I can see, order 28156058 was delivered on October 27. If this is not correct let me know.
Just to make sure we're on the same page, it looks like currently, you're missing all of the contents of order 34967201 as well as the Bestiary and APG from order 28156058 which were intended as a gift order to the address in Idaho, is that correct?
Thank you so much for your patience. After investigating with Mail Innovations, it looks like your package is still en-route to you. International shipping has been unpredictable for some folks, and many customers are reporting that packages have not been arriving according to original estimates provided by the postal service. I apologize for any inconvenience this may cause. If you package is returned to us without an attempted delivery, we will notify you and re-ship the package as soon as possible. I apologize for any frustration or inconvenience the delay has caused you.
Please let me know if you have any other questions!
I'm so sorry you received the wrong book. I have set up a replacement for AP #157 in your pending subscription order and will have the warehouse ship that out by tomorrow.
I have gone ahead and fixed up your order history so that it accurately reflects the orders you have placed. This includes order 8760127 for your badge and banquet ticket, which ate slated to roll over for PaizoCon 2021. If you have any other questions, let me know and I would be happy to assist!
We don't currently have a way for subscribers to hold their orders for a future shipment.
As for the Chessex mats, it looks like we are able to place an order with our distributor for the Megamat so I have gone ahead and cancelled the Battlemat so that you can place a new order for the Megamat. Let me know if you have any questions!
Just to clarify, the account you have on paizo.com is connected to our forums, so to make any purchases or engage on our forums in the future (including play-by-post or organized play) you will need to make a new account. Additionally, deleting your account will not remove any posts made previously. Once you confirm, I can delete the account for you.
I have passed along this information to our team and the team at roll20. If you can provide proof of receipt for the gifted APG and Siege of the Dinosaurs via email to customer[dot]service[at]paizo[dot]com, I can grant those manually for you. If this is not immediately available for you, I'll connect with the team at roll20 to confirm the files and have those granted on your account on paizo.com as soon as possible. Thanks again for your patience!
It appears that you had not completed the checkout process for the Humble Bundle Core Rulebook. I have processed your order and you should see pending order 30666150 for your book now. Due to the unprecedented generosity of our community, the Humble Bundle was much more popular that we had anticipated and we completely sold out of the Pathfinder Core Rulebook. Reprints can take a few months for printing and shipment, and so we expect to begin shipping out Core Rulebooks again in November.
Thank you for your patience, and let me know if you have any other questions about your order!
Due to the size/weight of your order, the cheapest option is to have the items sent in two packages for $17.88 using USPS First-Class Mail and USPS Priority Mail. If you'd like to ship them in one package, I can set them to ship USPS Priority Mail for $19.49. Let me know hoe you'd like to proceed!
Hi captain yesterday!
The Dead Reign sourcebook is actually in stock and should be able to ship out with your subs when they're ready (aka your order is awaiting sub rollout, not availability of the Dead Reign book!).
I've moved the Graveyard Earth book to a new order as requested.
Let me know if there's anything else I can do for you!