Woot! So I finally get all missing issues from #115 on? Good news indeed!
Thanks Keith!
Do you have an overview of who is missing what or it is necessary to report missing issues?
We think we have a handle on who got sent each issue, and who is still missing it. Please note that in some cases the issues may be divided into muliple packages. If you get a replacement issue packet and are still missing issues please give it a couple more days to see if any more packages arrive. If no more arrive, go ahead and drop me a line and let me know (customer.service@paizo.com).
I've heard this same message to a varying degrees since last spring. It's utterly pathetic how long it's taking you to sort this out. Even if you finally manage to sort this out, it won't really be good enough. If you subscribed to a newspaper, would getting it 6 months too late have the same appeal to you as a newspaper that arrived on the promised time?
Vic Wertz posted a message a month ago with an update about this problem and details of the distributor and a place to look for up to date information (www.theplaceforgames.co.uk). Paizo have also reported technical difficulties with email that give a reason for not replying to individual messages. Jeremy Walker has made efforts to contact people since then and now Keith Strohm has issued this update.
Although initially slow to respond I can now see that efforts are being made.
I am willing to give Paizo one more chance. If my magazines arrive this month and all subsequent issues arrive in a timely manner then I will consider the problems to be solved and renew my subscription this summer.
If not then either my local news agent will go back to making money from me or I will stop reading Dragon and Dungeon as I did following the last major subscription problem several years ago (before Paizo took over).
Paizo is committed to providing you with magazines and quality customer service that enhance your game experience.
I sincerely hope that this is true. I enjoy my hobby but the only things I really need are my imagination, a few friends and some funny dice. The RPG industry is small and relies heavily on word of mouth and good customer relations. Customer relations have been damaged and I am pleased to see that Paizo will be working to regain our trust. I think that for some people (like Overelemental) it may be too late but it hasn't got to this stage for me. Yet!
Jason
I hope this actually works out.
I find it an outrage that the last 7 mails I sent to your customerservice weren't even answered. A small answer saying: "We're working on it", "a solution to your problem is being investigated" and after that maybe a link to this page would have been somewhat reassuring.
If I hadn't accidentaly stumbled across this messageboard, I still wouldn't have known anything about this.
I sincerely hope that all the problems are sorted out. My last subscription (in the Hasbro era) failed utterly. I had hoped to see that you guys were doing better, and now I see you failing again. If something like this happens again, you can rest assured that I'll never ever take a subscription again!
Things are starting to get interesting - I've had an e-mail from the European supplier saying that they know nothing about me and my subscription. This is making me think that the problems are not fixed - unless of course theres a different supplier now?
From this point on, if you subscribed through us (and paid us for your subscription) we will have your subscription information, and you should contact us directly for customer service related questions.
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You can cancel your subscription with Paizo and renew with us if you wish, otherwise I am afraid I am unable to help."
This is really intersting, because as I have posted on the Jan 7th I got a reply from Lorraine from the TPFG in which she informed me, that she has checked their subscription database. This database told her that I have a subscription (which I made via the paizo homepage...) and in the meantime she sent me the missing issues.
So the best way right now seems to be to follow Jeremy's advice and report missing issues directely to him.
According to Paizo missing issues should arrive within the coming week. Let's wait till next Friday...
Strange huh! Anyway, I'll wait and see what happens and hope things can be sorted out once and for all.
I say SCORE!, and look forward to receiving my magazines - although I have already bought the old issues :-/
I suggest everyone stays calm, and starts from the assumption that if Paizo says they have a solution, they do in fact have one.
Being agitated and crying out "it took too long" and "I don't believe them" is not the way to go according to me.
Personally, I am satisfied about the emails I got from Cust service, and I'll be following their instructions to the point. These did not imply notifying anything to them, so I'll just be waiting.
I suppose we'll know the effectiveness of the solution soon enough. SOmewhen next week, a fat load of "Dungeons" and "Dragons" should be at my door, and regular issues should then start coming in.
If either of these two do not happen, then I will report it back to Jeremy (and _not_ to the police, this time ;)
I suggest everyone stays calm, and starts from the assumption that if Paizo says they have a solution, they do in fact have one.
You're right, Paolo, but *still* I would like to urge Paizo to deeply meditate about what Overelemental wrote:
when TSR published the Dragon and Dungeon magazines and I subscribed, I often had them before the local newsstand
This is the root of the problem: a subscription *need* to be sent before retailer distribution and subscribers (international as the others) *need* to be the first people to read a magazine they subscribed to (or at least they should be, as local postal service are sometimes... randomic? :-)).
Now, back to the problem itself: *please* update your site to let us now you are aware of the issues we are waiting for. My account on your site still reports "9 issues remaining" when I never received a single issue (not of Dungeons nor of Dragon) and I sent an e-mail (never answered) to you.
And, if you talk about an extension or not, you let us know by letter or inside our account on your website in private, just you and us.
I think this could make us sleep better and work toward our friendship to rebuild... :-)
Now, back to the problem itself: *please* update your site to let us now you are aware of the issues we are waiting for. My account on your site still reports "9 issues remaining" when I never received a single issue (not of Dungeons nor of Dragon) and I sent an e-mail (never answered) to you.
It doesn't look like I have your original email. If you still have questions or concerns, please resend it. As I posted on a different thread, we recently solved some network issues that were interfering with our email service, so hopefully you will have better luck this time.
And, if you talk about an extension or not, you let us know by letter or inside our account on your website in private, just you and us.
There will be a letter enclosed with the packet of replacement issues that will detail our plan for compensation. We will be working on updating our database (and the website) over the course of the next week or so. Again, feel free to email me (customer.service@paizo.com) if you have any specific questions.
Issue #119 of Dungeon magazine arrived at my house today so it looks like something is working.
I also received issue #119 today, and Jeremy said that my missing magazines shipped from UK yesterday, so I'm keeping my fingers crossed.
Just to confirm I also received issue #119 today, in Switzerland.
I am however, concerned about the other articles I ordered, i.e. DM Screen, T-Shirt and issue #118 that were supposed to have shipped 2 months ago.
Is there a way to track whether these were actually sent or not?
I am however, concerned about the other articles I ordered, i.e. DM Screen, T-Shirt and issue #118 that were supposed to have shipped 2 months ago.Is there a way to track whether these were actually sent or not?
We have been working on tracking down your order since we received your email last week. I went ahead and sent you an email explaining the situation. Go ahead and reply to that email if you have any further questions.
So they were mailed 2 days ago, meaning if I still haven't received anything before next week is over, I'm coming back here and starting to complain :D
I'm still keeping hopes up that you at Paizo are doing your best to make sure that your customers are satisfied, and these messages show you're trying.
Good luck with it
Alain still with his hopes up :)
It doesn't look like I have your original email. If you still have questions or concerns, please resend it.
I just received Dungeon #119 (Italy) along with your e-mail; I look forward to receive the missing issues.
I hope this is the beginning of a promising new service.
I appreciated your customer care in this difficult time! Thank you!
What is due is due.
Got my dungeon 119, still waiting for replacements. If I don't get replacements, no problem (some of them I was already sent, and the rest I already bought), but I'd really like to see the letter anyways :)
I received mine yesterday, all 3 of them :) Thank you Paizo, they've been warmly welcomed.
Thank you Paizo for sending the missing issues and resolving the problem. Thank you even more for acknowledging that you had made an error.
Unfortunately the package was too big for my letterbox so I had to take a trip to the post office to retrieve the magazines. Reading them has more than made up for my trip though.
Hopefully I will now receive future magazines on time, in which case I will be happy to renew by subscription in the summer.
Thanks again.
Jason
My missing issues of Dungeon 116-118 arrived today. Since I received issue 119 last week I hope this marks the end of the subscription trouble here in Europe.
I have a fear this is going to sound sarcastic. So I'll say up-front that it's not intended as such - it's sincere.
It's nice to see so many people coming in and saying Thanks! to the folks at Paizo who (I'm guessing, at least) worked their asses off to resolve this problem for everybody. It's definitely nice to see so many people appreciative of the efforts that were made. :)
ok..
so.. i have a question.. how long should it take to recieve your magazines.. If Dungeon was shipped on the 18th. its now the 28th and i still dont have my first copy..
im in netherlands.. anyone else in the netherlands got there copy yet.. what is the standard delivery time..
Cheers
Hi Keith,
Maybe I can shed some light on this topic for all the European Subscribers. The "Ship to Subscriber Date" that you are mentioning is mostly for US subscribers to have an idea of when their issues will be arriving. For Europeans the date is somewhat different.
The way it works for you is your magazines are shipped to the UK along with all the Hobbie Store copies and then sent out to subscribers from there. Let's take Dungeon #120 as an example. The US Ship Date was 1-18-05 but the copies for the Europeans didn't arrive in the UK until 1-26-05 and they should go out in the mail on Monday the 31st.
Would it help if I posted each time issues arrived in the UK and when they are scheduled to ship out to subscribers? Just let me know how we can help.
Jeff, I think it would be an awesome idea.
Jeff, I think it would be an awesome idea.
Couldnt agree more, it would be pretty cool, so we would have a rough idea of when to anticipate the arival of our favoured magazine.
Great!
So I'll start a new thread for each magazine and I'll list the date that the subscriber issues arrive in the UK and when they are scheduled to be mailed. Dungeon 120 is being mailed right now so the next issue will be Dragon 329.
--Jeff
That is a very good idea IMHO.
I personally have experienced the same problems since I subscribed to Dungeon Magazine, but after a wait of 2 months I finally got my two issues, plus a free one. If this delivery problems do not happen again in the future, I will renew my subscription right away.