I have contacted CS via email a couple of times, with no response, within the last week. (maybe I am impatient or they are "experiencing long wait times"...)
I am trying to determine if there is a problem with my subscription, or with the delivery of it. I was signed up as a gift in early December, but have not yet seen any issues. I don't know if they are being sent to the wrong address, not being sent, being shredded at the border, eaten by flying monkeys...
I had hoped to get a dialog started via email to eliminate the more unlikely possibilities. I await a response...
Yeroc
Quick time line summary:
Dec. 10 (roughly) 2005 - Paid for subscription.
Feb. 1 2006 - Sent first email support request, with all pertinent details.
Feb. 6 2006 - Sent second email support request, having received no response. (not even an auto-generated reply).
Feb. 9 2006 - Posted this thread. (no reply)
Feb. 20 2006 - received auto-generated emails for both emails sent.(???)
Feb. 22 2006 - Issue 340 shows up in mail box, can associate this account with mailing address. (couldn't previously).
Feb. 25 2006 - Posted this reply. Still no response from Paizo.
Grades:
Customer Service: F (no gaming for a week Mr.!)
Subscription Service: C (needs work)
Content: A- (always room for improvement, but well above average)
If I had to do it again, I think I would have just made a deal with a local shop (to guarantee delivery), rather than get the subscription.
- Yeroc, the grumpy gnome
Chief Technical Officer
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Dec. 10 (roughly) 2005 - Paid for subscription.
December 6, actually. Your first issue shipped January 3.
Feb. 20 2006 - received auto-generated emails for both emails sent.(???)
We instituted the autoreply that day, by customer request, and applied it to outstanding e-mails.
Feb. 22 2006 - Issue 340 shows up in mail box
That is a crazy long time, but I can assure you that it shipped the first week of January.
...can associate this account with mailing address. (couldn't previously).
We didn't change anything there....
Feb. 25 2006 - Posted this reply. Still no response from Paizo.
I have to agree, we have failed to serve you appropriately. We do have an unacceptably large customer service backlog, and we're in the process of getting someone else in to help relieve the load. I don't know how we missed this messageboard thread before - it may have come in the gap as we reorganized some customer service responsibilities, but that shouldn't be your problem.
I've extended your subscription by two issues by way of an attempt to somewhat make it up to you, and I apologize for the poor level of response you've received from us.
-Vic.
.
Wow! A well thought out response from customer service, giving all pertinent details, and answering all my questions.
Thank you for taking the time, rather than noting the fact my subscription finally showed up, and closing the ticket. I find all the responses you gave reasonable, and accept that sometimes we are swamped with unexpected loads.
I also appreciate the extra issues - I wasn't expecting that, but was just giving customer feed back, so you could improve. It definitely improves my opinion, satisfaction, and re-fills the "patients" tank, so that if any other issues are late, I can wait, knowing that they will get here eventually, and that I get a couple extra to boot.
The main issue was with the uncertainty of when my first issue would come, and not wanting to buy too many or too few, leading up to the transition. Everything worked out though, so thanks again.
- Yeroc, the happy grumpy gnome