slackernackt's page

I know it's just concept art, but I'd suggest making the neck shorter and thicker to better give the idea of an animal that charges with it's horns. A long neck would be terrible to ram with. No body support. Don't get me wrong, a short neck dragon would look terrible though! How about some large bull like horns or ram style horns depending on the environment? A highly territorial dragon that uses its horns to protect its territory and fend off mating challenges falls right into the primal feel.

We are well past time for an update, and that's on me. We're currently digging out from a few issues:

1.) Tracking numbers are broken again, sending invalid numbers to customers. Our tech team is investigating how this happened and determining a fix for it. We don't have an easy way to get tracking numbers out to people, but we definitely owe everyone a response to it. This has generated a large number of tickets, and our best advice now is to wait a few weeks for your order to arrive (longer for international orders).

2.) Many users are reporting issues with their Pathfinder Society and Starfinder Society PDFs not showing up in their downloads. The tech team is investigating the source of this as well.

3.) We have many requests to swap out the softcover Seven Dooms for Sandpoint for the hardcover version. That's currently a priority so we can get those products shipped out with the rest of the March releases.

4.) We are down a customer service agent, and that will be filled from a transfer inside the company.

We are asking some employees to jump into the current ticket queue to help us get caught up (and that includes me), but the ticket queue likely won't go down much until issues 1 and 2 are fixed. We are working through the issues as quickly as we can.

Reminder: Please do not post your issues to this thread. If you need to create a ticket, please do so at the Customer Service Portal.

Thanks again for your support of Paizo.

-Jim

Thanks for the update! While I know this isn't directly your problem, when I try to log into the customer portal to check the status of a current ticket it doesn't take my normal Paizo username (email)/password. I tried to do a password reset from that window as well and it didn't appear to do anything. Just some feedback. Thanks again!

1. They are down three senior positions/hiring for them: eCommerce Manager, Warehouse Manager, and now with Aaron having left, Marketing Director.

2. The CS Team had a recent turnover/hiring.

3. There is a backlog with the CS team and with the Masters shipping

4. The best recourse is to keep emailing within your support ticket. I had a three-week wait for my subscriptions to get turned back on. (Thank you Kait!)

5. I still see the phone number places and the support ticket system in my account window.

That said, while frustrating slackernackt, Paizo always bends backward to solve the problem. Keep the faith!

Thanks for the info. I know people rarely see what's really going on. Still frustrating, but I'll keep emailing. I just wanted the pocket edition books... :( lol

When I didn't receive an email back for over a week I tried being proactive and I simply googled "paizo phone number" and "paizo support". Both had results for the phone or support page.

I've worked in the IT industry for over 20 years and half of it as a manager/director and all of it dealing with customer service. Don't get me wrong, I'm not expecting white glove treatment and demanding for a resolution right now, but 1-2 week response time is very excessive. While not the end of the world it IS unprofessional. There is no way I could let my team have that kind of response time nor would I expect it from a company I bought goods from. Having long response times like this would indicate that someone, somewhere, doesn't care or doesn't have the resources to fix the problem. There should be some SLA's (service level agreements) in place, internally, to help themselves know if they need additional resources and to provide better support. This doesn't sound like it's just a blip because someone was out sick for a few days. It sounds like it's been a multi month issue (according to the other posts).

Echoing the original post, it is very frustrating that there is no other avenue for communicating with Paizo other than a support email that, at best, is 1-2 weeks out.

I'm guessing they're not using the portal anymore but you can still see it at:

https://support.paizo.com/support/home

When you call Paizo's main number you can choose "1" for customer service which then says all their support staff is remote now or you can go to the support portal and it gives the address above. You then can leave a message.

wow... They REALLY need to clean up some stuff.

I'm sure they're backed up with tickets but it sounds like it's been that way for a very long time. I looked on their careers page and there isn't any openings for customer support but their linkedin page had a customer support position open a few weeks ago.

It's not good when a company has seemingly ignored problems like this.

I ordered two copies of the new remaster pocket edition books, one for a friend and one set for me. My friend received his but I have not (over two weeks now) and the tracking number for my package doesn't work. I submitted a ticket to support and it took them over a week to reply that sometimes orders get combined and shipped to the same location (they did not).

Ughh.. They didn't check on where my package was or in any way try to help. I sent a reply and called and left a message but haven't heard anything back for over a week now. Working through an email exchange that takes over a week per response is terrible but there seems to be no recourse. I tried the support portal but I can't log in, it doesn't appear to be the same account info as the rest of the site. I'm finding this very frustrating.