I wrote an email to customer.service@paizo.com (as suggested in the FAQ) a week ago, and I haven't received a reply, nor has my request been handled.
What's wrong with your customer service?
You know, whenever I read your posts there's always that thing that rattles in my head. Now I finally got the thought - you do have a very appropriate avatar. Especially that big mouth part. Just sayin'.
Indeed. I like to think that, additionally, every time my avatar speaks, the tongue lashes out at someone.
Funny enough, 5 minutes after this post, I finally got a response. Mhm, guess the forum is better monitored than their email accounts... Still, a week of response time? Suboptimal.
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Perhaps a combination of GenCon catchup and server hiccups got you. Between con crud and exhaustion, GenCon can pretty much dismantle a small company for a week or so afterwards. I was once at the show as exhibitor, and my backlog of custserv emails was ugly. And I was with a company some zillion times smaller than Paizo.
Director of Sales
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You know, whenever I read your posts there's always that thing that rattles in my head. Now I finally got the thought - you do have a very appropriate avatar. Especially that big mouth part. Just sayin'.Indeed. I like to think that, additionally, every time my avatar speaks, the tongue lashes out at someone.
Funny enough, 5 minutes after this post, I finally got a response. Mhm, guess the forum is better monitored than their email accounts... Still, a week of response time? Suboptimal.
The timing is pure coincidence, as we are about a week behind in emails. And yes, the turnaround is suboptimal at the moment due to the fact that we are still working through the backlog of emails created around Gen Con.
This being said... I would prefer it, in the future, if you moderate your tone when checking back on a customer service request that remains outstanding. We take a lot of pride in our customer service around here. As evidenced by the fact that it was handled, while we occasionally fall behind in our requests, every request gets handled in the order it comes in.
I apologize for the delayed response to your email, and I am pleased to know that it has already been handled. In the future, when you feel the need the need to turn your request to the messageboards, please simply restate your request with a note about the outstanding email. Sara Marie and I would really appreciate that.
Thanks,
cos
Perhaps a combination of GenCon catchup and server hiccups got you. Between con crud and exhaustion, GenCon can pretty much dismantle a small company for a week or so afterwards. I was once at the show as exhibitor, and my backlog of custserv emails was ugly. And I was with a company some zillion times smaller than Paizo.
You might be right, but then again, I don't care. Whatever the reason, it is bad service, and something that must not happen again if they want to keep me as customer.
But now the problem is solved, and I hope they will leave a better impression next time. :)
Perhaps a combination of GenCon catchup and server hiccups got you. Between con crud and exhaustion, GenCon can pretty much dismantle a small company for a week or so afterwards. I was once at the show as exhibitor, and my backlog of custserv emails was ugly. And I was with a company some zillion times smaller than Paizo.You might be right, but then again, I don't care. Whatever the reason, it is bad service, and something that must not happen again if they want to keep me as customer.
But now the problem is solved, and I hope they will leave a better impression next time. :)
Rude much?
Rude much?
No, I simply have standards. I'm not american, though, so maybe I have an unrealistically high expectation of US customer service quality. Might be a simple case of cultural differences.
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Perhaps a combination of GenCon catchup and server hiccups got you. Between con crud and exhaustion, GenCon can pretty much dismantle a small company for a week or so afterwards. I was once at the show as exhibitor, and my backlog of custserv emails was ugly. And I was with a company some zillion times smaller than Paizo.You might be right, but then again, I don't care. Whatever the reason, it is bad service, and something that must not happen again if they want to keep me as customer.
But now the problem is solved, and I hope they will leave a better impression next time. :)
Not me.
I hope they piss you off and you go away.
no doubt.
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Perhaps a combination of GenCon catchup and server hiccups got you. Between con crud and exhaustion, GenCon can pretty much dismantle a small company for a week or so afterwards. I was once at the show as exhibitor, and my backlog of custserv emails was ugly. And I was with a company some zillion times smaller than Paizo.You might be right, but then again, I don't care. Whatever the reason, it is bad service, and something that must not happen again if they want to keep me as customer.
But now the problem is solved, and I hope they will leave a better impression next time. :)
Not me.
I hope they piss you off and you go away.
You go sic'em Heathy ! To the bone !
Not me.
I hope they piss you off and you go away.
Now why would you want Paizo to lose customers?
What are the messageboard rules?
The most important rule: Don't be a jerk. We want our messageboards to be a fun and friendly place.
Quoted from the FAQ.
I work in customer service for a company that's larger than Paizo, and all I can say is...the job would be great if it weren't for the customers!
Every customer is important, but man, sometimes you could really do without some of them. (Not that you could ever admit it)
Being a customer doesn't entitle you to act like a spoiled brat.
I ran a store for years and used to ke\ick people like this to the curb all the time while they screaming that I should be bending over backwards to keep thier business. Never hurt my sales at all. Sooner or later, they all get a wake up call and realize the world dosen;t owen them crap.
Same experience here. I appreciate good customer service but as a retailer I think people need to be good customers too. I'll bend over backwards to help out a customer who is polite and reasonable, but when confronted by aggressive or offensive behaviour my first thought is "how much time and effort do I devote to this before I fire this customer".
Why would you want to insult Americans and their work culture?
I don't - I was simply surprised at the strong reaction to my post. It seems that a week-long delay is something that seems acceptable to most people here. Maybe I misjudged the situation...
I don't - I was simply surprised at the strong reaction to my post. It seems that a week-long delay is something that seems acceptable to most people here. Maybe I misjudged the situation...
Why would you want to insult Americans and their work culture?
I think it was the tone of your post.
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Now why would you want Paizo to lose customers?
They most likley wouldn't. They treat all thier customers with the same amount of respect that everyone deserves. That is why they have so many satisfied ones. I am sure they treat you the same way. If that is not good enought for YOU, then that probably make you more of a problem than a customer. I would love to lose as many problems as I could.
There are customers and there's you. An unique snowflake. Listen, you got Heathy and Sebastian to post in your thread. I would just, you know, walk away slowly.
Now why would you want Paizo to lose customers?
Why? I wonder why everyone is getting so upset. Is it something I said?
I don't - I was simply surprised at the strong reaction to my post. It seems that a week-long delay is something that seems acceptable to most people here. Maybe I misjudged the situation...
Well my opinion doesn't count for much, but maybe the negative posts are a result of the title of your initial post aka
WHAT THE HELL?Or maybe it was the phrase used later on: "You might be right, but then again, I don't care."
It's entirely possible that these were taken in an inflammatory way, I have no idea why....(sarcasm included here)
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Why? I wonder why everyone is getting so upset. Is it something I said?There are customers and there's you. An unique snowflake. Listen, you got Heathy and Sebastian to post in your thread. I would just, you know, walk away slowly.
Now why would you want Paizo to lose customers?
Ah I think this is a good indicator of the merit of your future posts. I appreciate the heads up. It will help me in the future when I come across a post of yours. Very considerate of you.
They most likley wouldn't. They treat all thier customers with the same amount of respect that everyone deserves. That is why they have so many satisfied ones. I am sure they treat you the same way. If that is not good enought for YOU, then that probably make you more of a problem than a customer. I would love to lose as many problems as I could.
Now why would you want Paizo to lose customers?
I was a very happy customer of Paizo, until they decided to not answer customer service requests for a week. Then I posted here, and they solved the problem within minutes, which made me a happy customer again.
But people got riled up, started being rude and ..well.. here we are.
But people got riled up, started being rude and ..well.. here we are.
lol
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I don't - I was simply surprised at the strong reaction to my post. It seems that a week-long delay is something that seems acceptable to most people here. Maybe I misjudged the situation...
Perhaps you've heard of GenCon? It's this little convention that publishers like to go to. If you haven't, you should look it up. That may, may explain why they were so late in responding to you. If you took into account the fact that the entire Paizo staff was gone to GenCon for the better part of a week and still think that it is unacceptable for them to have a week-backlog of emails, well, I guess we do have different opinions of what is acceptable.
Or maybe it was the phrase used later on: "You might be right, but then again, I don't care."
But that's the truth. If I am unhappy with the service a company provides, I don't see why I should care for the particular reason that service was bad.
And to make it clear: as you can see in the post above, I am not unhappy with Paizos service, since they resolved my problem within minutes of me posting here.
It might be helpful, however, if they would clarify somewhere that email is not the preferred media for support requests.
I'm not riled up.
Ok. Maybe I simply misunderstood your 'piss off' comment, then.
I don't - I was simply surprised at the strong reaction to my post. It seems that a week-long delay is something that seems acceptable to most people here. Maybe I misjudged the situation...
Its not that a week long wait for customer service is ideal or what anyone expects, however...you are complaining about a week-long wait right after GenCon.
Almost the entire staff was at GenCon, working the entire weekend there and then had to fly back to Seattle, have days off, etc.
In this case, I think you're quite lucky to have gotten a response so quickly. So to reiterate, one final time....
1) They were all (save a couple of folks) at GenCon and worked all weekend.
2) They are allowed days off from work.
3) Your email was answered in the order in which it was received.
4) Moderate your tone, please.
5) No this is Not standard response time. This is an exception as to how Paizo Customer Service typically functions. This does not mean that it might not take time once again, some other time you email...because email volume may vary from week to week.
I am not trying to be inflammatory here...but very very very clear.
It might be helpful, however, if they would clarify somewhere that email is not the preferred media for support requests.
I believe that Cosmo answered this right at the beginning of this entire post as well. Perhaps you should read his answer.
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And to make it clear: as you can see in the post above, I am not unhappy with Paizos service, since they resolved my problem within minutes of me posting here.It might be helpful, however, if they would clarify somewhere that email is not the preferred media for support requests.
Dude, did you actually read Cosmo’s reply?
Guess not.
It might be helpful, however, if they would clarify somewhere that email is not the preferred media for support requests.
Cosmo himself stated in his post above that it was NOT your messageboard post that got you resolution, and that the timing was coincidence.
I suggest you actually read what is said by the CS before continuing to claim was has already been stated as false?
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Why? I wonder why everyone is getting so upset. Is it something I said?There are customers and there's you. An unique snowflake. Listen, you got Heathy and Sebastian to post in your thread. I would just, you know, walk away slowly.
Now why would you want Paizo to lose customers?
At this point I assume that English isn't your first language. The post you made comes on very strong and offensive. Judging by you reply, that wasn't your intention.
In addition, you are more than unlikely to know that the size of Paizo as a whole, is very small personel wise and two of them have been in hospital recently, in addition to all of the Convention work they have receintly had to do.
It's always disappointing when an email goes of to customer service and it is slowly reponded to, but around here, making people look bad on the messageboards is frowned on by the customers.
Now, having dispensed with all that. lets start again
Hello Malaclypse and welcome to the boards. I'm sorry to hear about your problem with your order. I am not a member of Paizo staff, but I'm sure it will get worked out soon. August is always a tricky month as it tends to be the month that they have the biggest shipments of books in. I'm hoping that all will be worked out soon.
1) They were all (save a couple of folks) at GenCon and worked all weekend.
2) They are allowed days off from work.
3) Your email was answered in the order in which it was received.
4) Moderate your tone, please.
5) No this is Not standard response time. This is an exception as to how Paizo Customer Service typically functions. This does not mean that it might not take time once again, some other time you email...because email volume may vary from week to week.
Thanks for your comments. As I mentioned before, I do not really care for the reason of the delay. So 1) does not really apply. 2) and 3) neither, as it is also in Paizo's interest to allocate their resources optimally, which includes not letting regular services diminish in quality even if they attend a special event.
4) What are you referring to? I would be happy if you could show me where you think I made a mistake.
5) How should I know this? This was the first request I had, and is therefore 100% of my experience with Paizo customer service.
It might be helpful, however, if they would clarify somewhere that email is not the preferred media for support requests.
There is no preference. 51 weeks out of the year, there are two customer service reps at Paizo HQ—one answering phones and perusing the messageboards and one answering emails and perusing the messageboards. That one week a year where there aren't two there? That was the first week in August, when one of those CS reps was in Indianapolis handling CS for live, face-to-face customers at GenCon (and, incidentally, having his gall bladder removed in emergency surgery). That left one rep in the Paizo offices to handle three means of communication, including your email.
Yeah, it sucks that your email took so long to be addressed, but a little understanding and less demanding goes along way. In any case, I'm glad your issue is resolved and you feel content again with Paizo's service. I don't want to be the cause of Paizo losing your business, so I'll just leave it at that.
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4) What are you referring to? I would be happy if you could show me where you think I made a mistake.
Entitling a post “What the Hell?” is downright rude no matter the reason for your chagrin. “Is there a problem with my request?”, “Did you receive my request?”, “I am still waiting for a reply”, “Customer Service has not answered my query” and several dozen other things would have more accurately and politely voiced your concern – and would not have attracted any attention from other message-board posters, thus saving yourself an argument.
That was your first mistake.
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Alright gang, lets self-moderate before Cosmo has to lock it down. We've all said our piece, and we're not likely to change anyones mind with more yelling and snarking.Are we still allowed to laugh about the thread as we read the posts already made?
I sure hope so, because this is fraking hilarious.
Agreed, TriOmegaZero.
As to the other points brought up by Malaclypse, those have already been answered by the above posters, so I'm just not going to waste any more time.
It might be helpful, however, if they would clarify somewhere that email is not the preferred media for support requests.Cosmo himself stated in his post above that it was NOT your messageboard post that got you resolution, and that the timing was coincidence.
I suggest you actually read what is said by the CS before continuing to claim was has already been stated as false?
I did, but then again, I did not only send one email before I turned to this board. So I actually already DID what he suggested to me instead of posting here. And despite the fact that he claims it is coincidence, my personal tally is:
Two emails = no response.
One forum post = immediate handling of the request, in addition to a great amount of fun posts on this board.
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Alright gang, lets self-moderate before Cosmo has to lock it down. We've all said our piece, and we're not likely to change anyones mind with more yelling and snarking.Are we still allowed to laugh about the thread as we read the posts already made?
You're right, not sure why I'm taking this seriously.
One forum post = immediate handling of the request, in addition to a great amount of fun posts on this board.
That! Right there. That is why I take your post as aggressive and inflammatory. You seem to regard it as fun to write inflammatory posts. That is what you did and are continuing to do. So, take that as you will.