How often does Customer Service check their e-mails?

[flash_cxxi]

Just a query as I sent an e-mail yesterday (15.5 hours ago to be exact) which mean that an entire work day has passed with no reply.
I'm not being confrontational, I'm just wondering how often the Customer Service e-mail address is check. Is it daily, every couple of days, weekly...?

Here is the e-mail I sent:

ummm...

Cos & Sara I think there's been a little bit of a problem that Gary may need to be aware of. :/

I ordered 5 .pdfs from the store and it's only charged me for one of them and is supposedly going to charge me for the rest when they ship?

When I go to My Downloads the only one there is the Condition Cards, the other 4 that are "shipping" aren't in there.

I'd normally think something like this was amusing and just wait for you guys to sort it out, but I am a tad annoyed simply for the fact that every time I place an order with you guys I get charged another dollar-dollar fifty on top of your order cost due to conversion fees (this is the only reason I buy all of the Open Design stuff from their store by the way, I can use PayPal there and it doesn't cost me the fee). This is why I've been holding off and made a larger purchase, since I've started to notice that I order one $2 .pdf and get charged half as much again in a fee. What this basically amounts to is that I'll be charged that fee for the $0.99 .pdf and then charged it again when the others get charged.

Cheers
Craig Johnston
flash_cxxi

> From: [e-mail]
> To: [e-mail]
> Subject: Paizo Order #1428057
> Date: Tue, 25 May 2010 01:25:07 -0700
>
> Dear Craig,
>
> Thank you for placing Paizo Order #1428057, submitted May 25, 2010 at 06:24 PM (Australia/NSW).
>
> 1 x The Genius Guide to Archer Archetypes PDF @ 2.99 = $2.99
> 1 x Class Options: Volume 3 -- Rangers Renewed! (PFRPG) PDF @ 2.50 = $2.50
> 1 x Evocative City Sites: Bedlam Asylum (PFRPG) PDF @ 1.99 = $1.99
> 1 x Evocative City Sites: The Next Inn PDF @ 1.99 = $1.99
>
> 1 x GM's Aid VII: Condition Cards -- Pathfinder Roleplaying Game Edition (PFRPG) PDF @ 0.99 = $0.99
> (Fulfilled May 25, 2010 at 06:24 PM (Australia/NSW))
>
> Subtotal (5 Items): $10.46
> -----------------------------------
> Order Total: $10.46
>
> We have charged $0.99 to your credit card. We will charge you for the remaining items on this order when they ship.

minus the credit card details onwards, but you get the gist of it.

[Cpt_kirstov]

flash_cxxi wrote:

Just a query as I sent an e-mail yesterday (15.5 hours ago to be exact) which mean that an entire work day has passed with no reply.

I'm not being confrontational, I'm just wondering how often the Customer Service e-mail address is check. Is it daily, every couple of days, weekly...?

** spoiler omitted **...

they usually check it daily, but after reading your spoiler, I'm guessing Gary or Ross needed to get in to figure out what happened.

its also possible that Sara hadn't gotten through all of the email/phone calls - I believe she does the emails, and it was a Monday, so its possible - especially if she was answering phone calls as well.
edit

Spoiler:

I finished re planning out the PbP if your still interested flash, I should be able to get a post up tomorrow

[Cosmo]

flash_cxxi wrote:

Just a query as I sent an e-mail yesterday (15.5 hours ago to be exact) which mean that an entire work day has passed with no reply.

I'm not being confrontational, I'm just wondering how often the Customer Service e-mail address is check. Is it daily, every couple of days, weekly...?

** spoiler omitted **...

We answer emails on a first come-first served basis, and we answered every one that we receive. The volume of incoming emails, however, is greater by several orders of magnitude than the volume you see on the messageboards. Therefore, while there is a fast turnaround on messageboard questions, emails may take up to a few business days before that can be addressed.

I'm sure that you will be receiving a response soon.

thanks,
cos

[Vic Wertz]

I can't tell you what happened yet, but I can tell you that it's not supposed to happen—all downloads should be processed in a single transaction as soon as you submit your order. We'll look into it.

[Uninvited Ghost]

In my experience, a message board post is always addressed much faster than an email.

[Gary Teter]

Hi flash_cxxi,

The response to your email was in fact delayed because customer service needed to bring me in to look at your order. Turns out it was a doozy, and fixing it involved moving the remaining unfulfilled PDFs to a new order (1433853).

Since you're concerned about payment processing fees I've left that order unsubmitted for now. If you'd like us to process it please let customer service know.

[flash_cxxi]

Gary Teter wrote:

Hi flash_cxxi,

The response to your email was in fact delayed because customer service needed to bring me in to look at your order. Turns out it was a doozy, and fixing it involved moving the remaining unfulfilled PDFs to a new order (1433853).

Since you're concerned about payment processing fees I've left that order unsubmitted for now. If you'd like us to process it please let customer service know.

No problem, just curious. I thought it might send you for a home run Gary...

If it is possible, can I please get the .pdf (Loot 4 Less Volume 7) that is currently in my shopping cart added to that order and then you can process it.

Thanks :)

[Cosmo]

flash_cxxi wrote:

If it is possible, can I please get the .pdf (Loot 4 Less Volume 7) that is currently in my shopping cart added to that order and then you can process it.

Thanks :)

Done! You should have just received the confirmation email for this order, and the PDFs should be available for download on your My Downloads page.

Please note, however, my use of the conditional verb "should" in the above sentence. The original order, after all, should have worked perfectly and not gotten messed up in the first place. It would, therefore, do my heart a world of goodness if you would take a moment and double check your My Downloads page to make sure that everything went off correctly.

:)

Thanks,
cos

[flash_cxxi]

Cosmo wrote:

Done! You should have just received the confirmation email for this order, and the PDFs should be available for download on your My Downloads page.

Please note, however, my use of the conditional verb "should" in the above sentence. The original order, after all, should have worked perfectly and not gotten messed up in the first place. It would, therefore, do my heart a world of goodness if you would take a moment and double check your My Downloads page to make sure that everything went off correctly.

:)

Thanks,
cos

All good cos :)

Thanks Gary, Cosmo and Sara Marie. :D