Hello,
I sent an e-mail to Paizo customer service 8 days ago, indicating that I had not received Dungeon #131 (I am a subscriber), but had received #130 and #132. I received an automatic reply on the day of my request, but nothing since. The automatic reply did say that "it may take a bit" for staff to read my e-mail, but that they will enventually get to it... I'm just wondering how long "a bit" usually is, and whether I should expect some sort of personal acknowledgement when they do get to my e-mail?
Aside from that, all I can say is, I'm very pleased with the work Mr. Mona and company have been producing... Dragon and Dungeon have never been as good as they are now!
Thanks in advance for your time, and my apologies if this question was previously addressed in another thread... I just don't have time to sift through all of them!
Cheers,
-- TwiceBorn
CEO
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Hello,
I sent an e-mail to Paizo customer service 8 days ago, indicating that I had not received Dungeon #131 (I am a subscriber), but had received #130 and #132. I received an automatic reply on the day of my request, but nothing since. The automatic reply did say that "it may take a bit" for staff to read my e-mail, but that they will enventually get to it... I'm just wondering how long "a bit" usually is, and whether I should expect some sort of personal acknowledgement when they do get to my e-mail?
Aside from that, all I can say is, I'm very pleased with the work Mr. Mona and company have been producing... Dragon and Dungeon have never been as good as they are now!
Thanks in advance for your time, and my apologies if this question was previously addressed in another thread... I just don't have time to sift through all of them!
Cheers,
-- TwiceBorn
Hi TwiceBorn:
We shoot for getting back to customers within 24 hours. However, we've had a backlog of emails and phone messages that has overwhelmed our poor customer service rep. Therefore, I've hired somebody to help Cosmo get caught up, so hopefully we can get back to the 24 hour standard. Getting caught up on our email backlog is a top priority, so hold tight and we will get to you soon. Thanks!
Lisa Stevens
CEO
Paizo Publishing
Hi TwiceBorn:
We shoot for getting back to customers within 24 hours. However, we've had a backlog of emails and phone messages that has overwhelmed our poor customer service rep. Therefore, I've hired somebody to help Cosmo get caught up, so hopefully we can get back to the 24 hour standard. Getting caught up on our email backlog is a top priority, so hold tight and we will get to you soon. Thanks!
Lisa Stevens
CEO
Paizo Publishing
Thanks for your prompt reply, Ms. Stevens! I wasn't expecting that on a weekend! I realize that I also should have given you credit for the role you've played in increasing the quality of both mags (and especially for keeping Greyhawk alive in their pages!). It is, after all, the CEO who makes possible the cool things that Mr. Mona and staff do... :-)
Cheers,
-- TwiceBorn
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Chief Technical Officer
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By the way, when Lisa said our target is "within 24 hours," she really should have said "before the end of the following business day." Customer Service does not currently work weekends or holidays.
Some Paizo folks do check the messageboards regularly, so we will answer non-specific questions here whenever we get the chance, but we don't have the tools to, say, look up people's orders when we're at home.
-Vic.
.
By the way, when Lisa said our target is "within 24 hours," she really should have said "before the end of the following business day." Customer Service does not currently work weekends or holidays.
Some Paizo folks do check the messageboards regularly, so we will answer non-specific questions here whenever we get the chance, but we don't have the tools to, say, look up people's orders when we're at home.
-Vic.
.
Hi Vic,
I didn't think think the 24 hour/next business day thing would apply on weekends... but thanks for chiming in on a weekend, much appreciated!
-- TwiceBorn
Hi Vic, Lisa,
I just wanted to let you know that I have received the replacement issue I requested, and wanted to thank you and your staff publicly for the prompt and courteous service I received.
Cheers,
-- TwiceBorn