Missing stuff

[Andrew Bigwood]

I still haven't received Pathfinder 15 or the Second Darkness campaign guide (Pathfinder Companion). I must admit I pretty miffed. After a plethora of promises that the appalling postage service of Dragon would never be an issue with Pathfinder we're back to the "where is my issue?" stuff.

Not the best endorsement.

Andrew

[Cosmo]

Andrew Bigwood wrote:

I still haven't received Pathfinder 15 or the Second Darkness campaign guide (Pathfinder Companion). I must admit I pretty miffed. After a plethora of promises that the appalling postage service of Dragon would never be an issue with Pathfinder we're back to the "where is my issue?" stuff.

Not the best endorsement.

Andrew

I apologize for the delayed arrival of your books.

The improved delivery times over those of the magazines is based on the fact that the books are shipped via a higher class than the bulk rate used for Dungeon and Dragon. It is also based on the fact that we now have more control over the shipments, because we ship the books ourselves, rather than directly from the printer. Furthermore, our subscribers now have the ability to choose an even higher priority of shipping, if the standard rate isn't working for them. After more than a year of sending out Pathfinders, I can honestly say that our shipping times are faster and the incidence of lost/missing shipments is WAY down. Being the guy who sent out the replacement magazines then, and sends the replacements for Pathfinders now, I can say that with a bit of authority.

However, this is not to say that no shipment will get lost or delayed. In your case, we are still shipping a book from Washington state halfway around the world to Australia. That is a long distance for the shipment to cover, and that provides many opportunities for something untoward to happen. Once a shipment leaves our warehouse, it is completely out of our hands. We have no control over how long it will take after that point. All we can do is take every precaution before shipping the package, which we do.

I see that your subscriptions are set to ship via the default Standard Postal rate. If your shipments are not arriving on time/at all, you might have better luck with one of the other methods. You can check out, and select, your various available shipping methods at any time on your My Subscriptions page.

As for your Pathfinder #15 shipment, the delivery estimate for your shipping method says that it should arrive in about 10 to 20 business days. Today is the 21st business day from the date of departure, so while it is running a little long, it is certainly not so late that we should give up on it. Please give it a couple more weeks, and if it still hasn't shown up in that time, I will set you up with replacements.

Thanks (and I apologize for the long-winded response),
cos

[Andrew Bigwood]

I appreciate everything that you have said but with all due respect have heard it all before. Yes I could pay even more for shipping but given it has been borderline for a while now whether I can even continue to afford the subscription as is thats not really an option.

Paizo have always been prompt with responses to queries such as this which is encouraging but essentially saying "[shrug] hasn't been long enough for us to worry yet and anyway why don't you just give us more money for postage anyway" is not really helpful.

Your product is of an extremely high standard and I don't want to stop getting it, not yet anyway. But when something is paid for (especially a luxury item at substantial cost) it would just be nice to have a guarantee I'll get it.

Thanks for reply

Andrew

[Cpt_kirstov]

just to back Cos up - normally if something is outside of the shipping window it has only been outside by a few days - usually if they are late they come in within one week 90% of the time. Once it is shipped the guarantee is owned by the postal carrier you picked. The times given are listed as estimates and are those given by the postal carrier. As such they are in flux, especially when the holiday buying season has started and the number of packages increases.

Cos did say to wait a week or so as it is only 1 day late as of his posting, and if it still isn't in they will look into a replacement. The higher postage thing was a direct response to your query about the shipping times.

[Andrew Bigwood]

Cpt_kirstov wrote:

just to back Cos up - normally if something is outside of the shipping window it has only been outside by a few days - usually if they are late they come in within one week 90% of the time. Once it is shipped the guarantee is owned by the postal carrier you picked. The times given are listed as estimates and are those given by the postal carrier. As such they are in flux, especially when the holiday buying season has started and the number of packages increases.

Cos did say to wait a week or so as it is only 1 day late as of his posting, and if it still isn't in they will look into a replacement. The higher postage thing was a direct response to your query about the shipping times.

Thank you but was there really any need to "back Cos up"? I wasn't having a go at him directly I was stating that all the things he has said have been said to me before. It is more the Second darkness player's guide I'm interested in. If Pathfinder is late, it's late! We are looking at starting Second Darkness and its a pain to keep using the download when I've paid for and haven't received a hard copy yet.

Everybody gets so protective and defensive about protecting paizo. I appreciate the quality and the effort that goes into these products. I really appreciate the fact that people like Cos get in touch almost as soon as there is a query. I am simply saying that there were a number of issues with my dragon subscription that (as the run of dragon ended) I was told would not be an issue anymore and here I am in the exact same situation being told the exact same thing. I understand everything that Cos has said but it doesn't make it any less frustrating.

I sincerely hope the missing products will arrive this week and will let customer service know if they do not.

Andrew

[Mothman]

Andrew, I don’t know whether this will help you or not, but I’m in Australia too and I received PF 15 on Monday, which makes it 30 days in transit.

Sure, it took a little longer than usual (prior to PF 14 I typically received my adventure path subscription on average 14 –15 days after they shipped), but I figure Paizo can’t do much about slow postal services or things being caught up by customs or whatever.

I’m not trying to rush to Paizo’s defence, and I understand and share your frustration … but my frustration tends to be focused on the postal services (I once had a letter that was posted from about five suburbs away from me take more than three months to arrive, but that’s another story…).

Anyway, hope you get 15 soon.

[Andrew Bigwood]

OK finally received no. 15 but still there is no sign of Second Darkness players guide. I would appreciate another copy being sent please. I have received 'Elves of Golarion' but no sign of the one I really want.

I look forward to this issue being resolved.

Andrew

[Cosmo]

Andrew Bigwood wrote:

OK finally received no. 15 but still there is no sign of Second Darkness players guide. I would appreciate another copy being sent please. I have received 'Elves of Golarion' but no sign of the one I really want.

I look forward to this issue being resolved.

Andrew

I will put a replacement copy in with your next subscription shipment.

Thanks,
cos

[Andrew Bigwood]

Cosmo wrote:

Andrew Bigwood wrote:

OK finally received no. 15 but still there is no sign of Second Darkness players guide. I would appreciate another copy being sent please. I have received 'Elves of Golarion' but no sign of the one I really want.

I look forward to this issue being resolved.

Andrew

I will put a replacement copy in with your next subscription shipment.

Thanks,
cos

Thank you