Joan H.'s page

Transphobia has no place on these forums and anyone who actively spreads hate speech should be permanently BANNED (not suspended) from these forums and from org play. Am I the only person who thinks that someone who puts up AN ACTUAL HATE LIST should not be invited to do business here?!

I actually can't believe this even has to be said; and I cannot highlight enough how harmful it is that someone who literally manages the community is using the forums as a space to learn and grow.

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.

This is so incredibly disappointing, but not surprising. It’s pretty clear now that Nepotism is a big part of Paizo exec culture.

But the idea that some sort of misogynistic, racist, homophobic, anti-trans upper management decided to move forward with a product like the Mwangi Expanse, or somehow got duped into it by their subordinates, is simply beyond me. So while I agree the allegations are serious, and I make no judgments about the character of the person or persons making them, I just can’t find them credible.

I would encourage everyone to put away the pitchforks and not rush to judgment.

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.

Actions speak louder than words. I’d like to know what actions you and Tonya have taken personally to empower staff and promote diversity, equity, and inclusion at Paizo.

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.

Hi criticalham,

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?

Hi Dwapook,

We will indeed be restocking the Dungeons Deep set once they release however at this time we have not yet announced whether we will be releasing cases. Let me know if you have any other questions!

Hi folks, happy auth day! We'll be starting up the auth fairly late this evening, which means it's likely that some subscribers won't see their November orders generate until tomorrow. As always, please start a new thread if you have any questions or concerns about your subscription order.

Hi bogusdude,

I'm so sorry your order never arrived! I have processed a replacement order and you should see a confirmation email shortly. Thanks for your patience!

Hi Tall_Hedgehog,

I'm so sorry you were missing some cards! Send us an email to customer[dot]service[at]paizo[dot]com with your shipping address (with phone number included if you're outside of the USA) and I'm happy to set up a replacement order for you!

Hi folks! Shipping did indeed wrap up earlier this week. TheBardicOne, I went ahead and pushed your order to our warehouse since it looks like out was stuck in our system. If your subscription order has not shipped, let us know by starting a new thread and I would be happy to assist!

Hi Deceiver12,

Our system charges your credit card when your order ships, so the charged you see now are for when your order shipped out earlier today. At the time you placed your order, you may have seen a pending authorization on your account, which is your bank holding the funds in anticipation of a future charge. That should have fallen off of your account and you should only see the most recent charges posted to your statement. If you have any other questions or concerns about this, let me know and I would be happy to investigate further!

Hi folks! Our Webstore Coordinator has fixed this and you should be able to start your Lost Omens subscriptions with the Pathfinder Society Guide now! Thanks CrystalSeas for pinging us in CS and thank you all for your patience :)

Thread has been locked for moderation. As a reminder, profanity, even censored, is not allowed on our forums and is grounds for suspension.

Whoops! I pre-loaded this message to reply to and didn't see that the issue had resolved. Very possible that they've been working on it, but you may still want to keep an eye on the above linked thread in case the issue recurs at a later time. Thanks for your patience!

Hi xNellynelx,

Our tech team is currently investigating this issue, which is affecting a small handfull of customers. Keep an eye on this thread for any updates. We hope to have more information for you today!

Hi LoneStrider,

Thank you so much for your patience as we work through our backlog. I have pinged our tech team to take a look at your cart. Once the issue is resolved, I'll process the order for you and send a confirmation email your way. Let me know if you have any questions!

Hi redeux,

I've responded to your email. Thanks for your patience!

Thought so! Your order is ready to go and you should see a confirmation email in a minute here. It'll ship in queue within the expected shipping window!

Shipping update: the Warehouse should be wrapping up most of October's subscription orders on schedule by EOD tomorrow, but will likely have some orders that bleed over into Tuesday.

As a reminder, Paizo is closed Monday October 12 in observation of Indigenous Peoples' Day.

Any updates on the missing PDF for the Advanced GM Screen Paizo.com version?

I'll check in with some folks and see if we can get any missing files granted by Tuesday!

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No worries! Your packages have a long way to go and it's better to be safe than sad and waiting longer for your books ;)

Hi Yoshua,

I added your tokens and your order should ship out today or tomorrow!

We are always happy to celebrate every victory :) Thank you CrystalSeas!

Hi folks, we are aware that some subscribers may not have received a PDF with their Adventure Path. We'll get your PDFs to you soon. The cover on the product page will also be updated soon. Thanks for your patience!

Hi folks!

We have (three!) new people joining Customer Service (introductions will come soon!) and the team is stretched a bit thin with training going on. We have just gotten through subscription cancellation requests and the warehouse will start shipping today. Thanks for your patience!

Hi David,

I have fixed up your order and moved the flip-mat to your sidecart. We don't have any of that map in stock currently. Let me know if you have any other questions!

The auth finished yesterday at around 8PM PST!

The October Auth is purring along happily! You should see your October subscription orders generate soon :)

Wowee I'm so sorry I missed this thread Sporkedup!

I see your email and I apologize that two of your books arrived damaged. I have set up replacements for both books in your sidecart and they should generate when we auth later today. Thanks so much for your patience!

Hi TheGoofyGE3k,

I have set up your pawns in a new order and they should ship out by Monday. Thanks for your patience!

Hi Joana!

I have cancelled your Lost Omens and Player Companion subscriptions and you should see a confirmation email shortly. Thanks for your patience!

Hi thecursor,

Leaving a note that this was already taken care of. Thank you!

Hi Swashbuckles,

Thank you so much for your patience as we work through our backlog. When your order says that it's "complete," that just means that it has shipped out from our warehouse. We have had reports from international customers of their books arriving several months late in some cases, and your books should still be on their way. I am linking our International Shiping thread where you can find get advice and more information from other international customers. Thanks again for your patience, and let me know if you have other questions or concerns!

HI Eledriel,

Thank you so much for your patience as we work through our backlog. I'm so sorry our system did not apply the GenCon2020 discount correctly and that your store credit was not all applied to the order. I went ahead and adjusted your order totals based off of the updated item totals and the store credit adjustment and processed a refund for you. You should see the refund post to your account in the next 5-7 business days. Let me know if you have any questions!

Kind words from y'all help keep us going :) You're very welcome!

Hi Wzrd,

That does seem quite large. I've pinged our team regarding the Starfinder AP file sizes and will get back to you with any updates!

Hi CanisDirus,

Thank you so much for your patience as we work through our backlog. I have gone ahead and cancelled any pending items on this order. Let me know if there's anything else I can do to assist you!

Hi Wzrd,

Thank you so much for your patience as we work through our backlog. It seems these may be isolated cases and you may want to try refreshing your downloads. I have passed along your feedback and will let you know if any updates are planned for the PDF. Thanks again for your patience!