Hello Customer Service!
My issues usually arive like clockwork: Dungeon, (wait two weeks) Dragon, (wait two weeks) Dungeon, etc. Dungeon 132 never came! I am going nuts waiting for the "Library of Last Resort." Can you please check to see if it was actually shipped mid January as the website says?
I'm longing for fun with Titans...
Anarch of Saox
|
It used to come like clockwork to me too--until about three months ago. Since then, it's been very erratic. I am still waiting for 132 as well. I got so fed up I went to the local gaming store and picked up a copy yesterday. I figure that Paizo owes me ten bucks.
BTW: What's up with the cover price? It costs 3 bucks more in Canada than the U.S. That's a mark-up of more than 30%! the curent exchange rate is about 15% right now.
I don't want to sound like a broken record but I didn't get issue #132 either. Help!
|
Once again I have not received my Dungeon Magaizine. I see issue 133 was shipped on the 14th of this month and I still have not received 132.
I do live in Canada so I know there is a delay, but it should be here before the next one is shipped. I have been in contact with Canada Post and they see no reason that it should not arrive. I have entered a complaint with them about the service I am receiving. The complaint has been forwarded to the area supervisor, or so they told it was.
Now I am wondering if you have the right address being printed. I see that you print those up two weeks prior to the shipping date.
The last time it did not arrive and a replacement sent it had the right address on it. It of course did not come in a plastic wrap, but inside a paper envelope. Could the problem be in the way it is packaged?
I hate bothering you guys with this, but I know that if this does continue, I will not be renewing the subscription when it comes due. It bothers me when I see it on the retailers shelf, and I have not received it in the mail. Makes me wonder why I spent the money in advance.
|
|
BTW: What's up with the cover price? It costs 3 bucks more in Canada than the U.S. That's a mark-up of more than 30%! the curent exchange rate is about 15% right now.
I think part of the problem is Canada places a extra terrif on printed material from the US. I am not sure if that is the cause, but it could be.
Chief Technical Officer
|
I have been in contact with Canada Post and they see no reason that it should not arrive. I have entered a complaint with them about the service I am receiving. The complaint has been forwarded to the area supervisor, or so they told it was.
That's a good step. Did they say if they'll be letting you know anything they might learn?
Now I am wondering if you have the right address being printed. I see that you print those up two weeks prior to the shipping date.
The last time it did not arrive and a replacement sent it had the right address on it.
You can verify your address online, and change it if need be, but if the reship arrived, I suspect that the address is not the problem.
It of course did not come in a plastic wrap, but inside a paper envelope. Could the problem be in the way it is packaged?
We package in wrap that's been specifically approved by the USPS, and is used for countless magazines shipped worldwide each month.
I hate bothering you guys with this, but I know that if this does continue, I will not be renewing the subscription when it comes due.
We also can't afford to keep reshipping every issue of both of your subscriptions, either; if many more issues don't make it, we'll have to cancel them and refund your money. Is there perhaps a different address we could mail your subscriptions to?
-Vic.
.
OK, it's official no issue 132 for me either..I find this really strange as I live 100 miles from where it's shipped from, in a major metro area (chicago) I noticed last month issue arrived on the 11th so about month after shipping, this one seems to have disappeared into winds. If you guys would kindly send me new one, IF my #132 does somehow show up one day I will gladly ship my extra back to Paizo on my dime so your not out two copies of the mag.
Let me know thanks!
|
|
I have been in contact with Canada Post and they see no reason that it should not arrive. I have entered a complaint with them about the service I am receiving. The complaint has been forwarded to the area supervisor, or so they told it was.That's a good step. Did they say if they'll be letting you know anything they might learn?
They only said that they would forward the complaint on to the area supervisor. There was no promise to get back to me. They did say if it happens again to call again and make another complaint. Now there is a scam, keep complaining and when it is not corrected, complain some more. I told that maybe my carrier plays D&D also and has been scooping them. Believe it or not, they did not deny that was a possiblity. Talk about trust in your employees.
You can verify your address online, and change it if need be, but if the reship arrived, I suspect that the address is not the problem.Now I am wondering if you have the right address being printed. I see that you print those up two weeks prior to the shipping date.
The last time it did not arrive and a replacement sent it had the right address on it.
I did do that already and the address is correct on the webpage.
It of course did not come in a plastic wrap, but inside a paper envelope. Could the problem be in the way it is packaged?We package in wrap that's been specifically approved by the USPS, and is used for countless magazines shipped worldwide each month.
Well, I kind of figured that. Lets just say I am grasping at straws.
I hate bothering you guys with this, but I know that if this does continue, I will not be renewing the subscription when it comes due.We also can't afford to keep reshipping every issue of both of your subscriptions, either; if many more issues don't make it, we'll have to cancel them and refund your money. Is there perhaps a different address we could mail your subscriptions to?
-Vic.
.
Well, I do understand that as well. I too would do the same in your shoes. I will have to see if I can come up with an alternate address. Unfortunately anyone I would ask lives a long ways away from me.
|
I've not received my issue, either. On the ENWorld boards it seems like there are increasingly consistent issues with subscription shipping; my issues of both Dragon and Dungeon are showing up literally 3-5 weeks after they're showing as shipped. Like I said, I've not received #132 at all. Do I need to contact Customer Service to get a re-ship (since I'm pretty much assuming it's not coming, given that there are others that didn't get theirs)?
I'm not in Canada (St. Louis, MO), and I'm not having any problems with my mail or, more specifically, any of my magazine subscriptions. The Paizo magazines are the only ones that show up after the magazine shows up on the stands. I contacted the manager of our postal distribution center, and he said he wasn't aware of any problems- but that he'd gotten one other call from someone that had been told by Paizo to check with their post office.
It's pretty frustrating to never know if/when the issue's going to show up- it eliminates one of the two main benefits of subscribing (convenience/consistency, with the other being price). Let me know if I need to put in a request for a new issue.
I also have yet to receive my issue 132. I live in Washington, so I don't see there being too long of a shipping time. Also, this was my first issue on subscription, so...
|
Chief Technical Officer
|
Oldcoast, SageSTL, Jon: We'll reship 132 ASAP.
On the ENWorld boards it seems like there are increasingly consistent issues with subscription shipping;
When you see a problem affecting other people but not you, and then it affects you, it's tempting to assume that it's an increasing problem. But, every month, we send out thousands of issues, and every month, we hear from dozens of people that don't get their copies in a timely fashion. From our end, we don't perceive a growing problem, except perhaps in Canada.
-Vic.
.
|
|
When you see a problem affecting other people but not you, and then it affects you, it's tempting to assume that it's an increasing problem.
I'd agree that happens- but I'm basing my concern on my personal experience in this case. There have been delays (and now a missing issue) every month for 4-5 months now. Have you explored the possibility of a production or (more likely) distribution problem? Please don't take this as a "I'M CANCELLING MY SUBSCRIPTION!!!" type of post. In fact- I love the changes that have been made to Dungeon, and have been happy with my interactions with Paizo. However, the current situation is frustrating, and the "noise" from the community seems to be increasing. Keep in mind not everyone is complaining directly- I've experienced longer and longer delays for months now, and this is the first time I've brought it up. That, and the fact that Paizo staff are aware of the problem (but assuming that it's because of the USPS in the United States) makes me think that it's at least possible that it's a distribution issue.
Edit: Almost forgot- got the notice e-mail that the order went through for the replacement. Thanks.
|
Chief Technical Officer
|
...makes me think that it's at least possible that it's a distribution issue.
The post office requires that periodicals be bundled by destination, so they have to be posted simultaneously. (If that didn't happen, we'd be hearing about it, as the USPS would be threatening to revoke our periodicals mailing status.) So, if there were a problem ahead of the post office in the chain, it would delay *all* subscription copies, or, at the very least, all copies headed to a specific postal area (for example, every zip code that starts with "980"). We've seen no indication of problems on that scale. We have confidence that the delivery delays people experience happen while in the care of the postal service, and not before.
-Vic.
.
Thanks Vic!,
No 132 either, I received the 131 january 14, nothing since that day!!!!????
I'm in Paris, France.
No 132 either, I received the 131 january 14, nothing since that day!!!!????
I'm in Paris, France.
European copies of 132 just went out on the 17th of February, so your copy should be arriving any moment.
-Vic.
.
I'll wait, maybe I will receive it with 133....
Why is there so much difference between European sendings and the USA?I know there is an ocean between and the copies have no "swimming speed" but one month seems long.
Thanks.
|
Chief Technical Officer
|
Hunglow,
I've reshipped 132 for you.
I know there is an ocean between and the copies have no "swimming speed" but one month seems long.
One month is long; 132 was delayed for European subscribers due to a mistake on our part. Sorry about that - it shouldn't happen again.
-Vic.
.
FYI for Vic W, I received my #133 on monday so my #132 100% for sure disappeared somewhere, so thanks again for quick #132 replacement.
Hunglow,
I've reshipped 132 for you.
I know there is an ocean between and the copies have no "swimming speed" but one month seems long.One month is long; 132 was delayed for European subscribers due to a mistake on our part. Sorry about that - it shouldn't happen again.
-Vic.
.
Thanks,
132 arrived yesterday 2/23 in Paris.
|
|
Vic,
Would it be possible to e-mail me the shipping dates for thye last two Dragon (340 and 341) and Dungeon (131 and 132) magazines. I am trying to rattle Canada Post's chain and get them working on this. I have actually been in phone conversation with the guy that runs the Calgary distrobution center.
On Tuesday I received the replacement copy of issue #132 (thanks a bunch Paizo!)and the same day I get my original copy of the SAME issue!! This is a little weird...
|
Chief Technical Officer
|
Vic,
Would it be possible to e-mail me the shipping dates for thye last two Dragon (340 and 341) and Dungeon (131 and 132) magazines. I am trying to rattle Canada Post's chain and get them working on this. I have actually been in phone conversation with the guy that runs the Calgary distrobution center.
131 shipped to subscribers on 12/20, 132 on 1/24. These dates are readily available on the issue pages on the website: http://paizo.com/dungeon/products/issues/2006/131 , etc.
Please do let us know what they tell you!
-Vic.
.
|
|
Vic,
Would it be possible to e-mail me the shipping dates for thye last two Dragon (340 and 341) and Dungeon (131 and 132) magazines. I am trying to rattle Canada Post's chain and get them working on this. I have actually been in phone conversation with the guy that runs the Calgary distrobution center.
131 shipped to subscribers on 12/20, 132 on 1/24. These dates are readily available on the issue pages on the website: http://paizo.com/dungeon/products/issues/2006/131 , etc.
Please do let us know what they tell you!
-Vic.
Vic,
Spoke with the guy from Calgary again. Gave him the contact information for your customer service (phone number and e-mail). He said he would like to get in contact with you guys and see what he can discover from your end. He has been very helpful, his name is Wes.
On a side note, today (24/02/2006) I received Dungeon 133 and Dragon 340. Now I know you guys shipped me a replacement copy of Dragon 340 and Dungeon 131, so I will send this copy of Dragon 340 back to you unopened.
Dungeon 131 & 132 (replacement copy of 131 received already) and Dragon 341 have yet to arrive. I think for the time being, we shall sit and wait and see how long they take to deliver. Though I am not putting much hope in Dungeon 131 & 132 coming.
Thanks for the service and getting out the replacement copies you have sent out. I do hope that the MIA copies do arrive.
Rob
I too received issue 133, but have not received issue 132 yet - since its over a month late, can I get another one sent to me?
I will say, this is the first time in a long time I've had problems receiveing either my Dungeon or my Dragon mag...
|
|
Sean,
We'll reship ASAP.
-Vic.
.
Hiya Vic,
Was wondering if you heard from the Canada Post guy yet. Not sure if is just coincidence, but my Dungeon Issue 132 arrived today. 28 days after the shipping date. Now I am only waiting for Dragon 341 and Dungeon 131. We shall wait and see what happens. If 131 does show up soon, I will return it to you with Dragon 340 (I siad I would return it earlier) as you did send me a replacement copy.
Keep up the good work.
Olmac
*sigh* - so I wait until after receiveing issue 133 to ask about 132 - I get a VERY prompt reply from Paizo saying they are sending me a copy right away - and what happend? My actualy copy arrived today. If Paizo hasn't sent a replacement copy yet, then don't - if not, I'll try to send it back... Thanks anyway!
|
Chief Technical Officer
|
*sigh* - so I wait until after receiveing issue 133 to ask about 132 - I get a VERY prompt reply from Paizo saying they are sending me a copy right away - and what happend? My actualy copy arrived today. If Paizo hasn't sent a replacement copy yet, then don't - if not, I'll try to send it back... Thanks anyway!
Thanks for letting us know - I think we can catch it.
-Vic.
.
Hope you caught it - thanks for the prompt reply on my missing issue though...stupid Canada Post..
