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I’m posting here in hopes of getting some visibility on a mounting issue with my subscriptions and a total lack of response from Customer Service.
On January 20th, I received an automated "unable to place order" notice for the Season of Ghosts Hardcover. I reached out to the CS team that same day, and eight days later, I still haven't heard a word. In the past, I’ve had issues resolved in three days; waiting over a week with no communication is becoming unacceptable.
There are a few overlapping issues here that are very frustrating:
System Inconsistencies: My payment info is correct. In fact, my Dark Archive subscription processed just fine (though I now hear that's facing shortages). It seems the system is splitting my monthly subscriptions into multiple, separate orders rather than one shipment, which likely caused my bank to flag the back-to-back charges.
Future Orders: Looking at February, my subscriptions are already showing as three separate orders across two different dates. Why is the system not consolidating these? This seems like a recipe for more declined transactions and "re-processing" headaches.
Lack of Communication: We are seeing frequent issues with the subscription system lately, but very little word on when these bugs will be fixed or why support wait times have ballooned.
I’ve been a loyal subscriber, but the current lack of support staff or communication makes it difficult to maintain confidence in the system. Has anyone else had success getting their orders consolidated recently, or are we all just stuck in the eight-day-plus queue?
Paizo Team: I would appreciate an update on my ticket[262228] from the 20th and a look at why my account is splitting a single month's subscriptions into three separate charges.