What is going on with this order? It has been pending for over a month now. When I placed the order all of the items were available. And now when I check some of the items are no linger available. When will I get the the complete order?
Customer Service Representative
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Thank you for alerting us to this issue. Some of the line items in your order did not get fully submitted into our system when you placed its parent order #2539197. Unfortunately, the items which are no longer available will not be able to be fulfilled:
- PZOPDFWAY001 Wayfinder #1 (OGL) Print Edition
- PZOPDFWAY003A Wayfinder #3 (PFRPG) Limited Edition
- PZOPDFWAY004 Wayfinder #4 (PFRPG) Print Edition
- PZOPDFWAY006 Wayfinder #6 (PFRPG) Print Edition
- PZOPDFWAY002 Wayfinder #2 (PFRPG) Print Edition
I have canceled these items from this order and you have not been charged for them. The rest of your order: Wayfinders #5, & #7 have been submitted and will ship as soon as possible
If you have any further questions or concerns, please feel free to email us: customer.service@paizo.com
~Justin Riddler
Customer Service
This is unacceptable. All of the items were in stock when the order was placed and when I checked a week later they were still in stock. There is no reason why they should have been cancelled. When the parent order was placed the system did indicate all items were processed and entered into the system. Why are you now claiming my order not processed correctly? That would be an error on your part and your company is legally required to honor the original purchase. Find the missing items and add them since they were in stock. Do not cancel any item and do not double-charge me or send any item from this order until they are all available. You guys screwed up and you must do everything to honor the original order. You have not done that.
Oh, and by the way, my credit card was already charged for the order, which is why I cannot understand how you could have messed up so bad.
I expect to receive all seven books within the next week.
Customer Service Manager
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Unfortunately we no longer have the Wayfinders Justin listed above in stock. Occasionally it does happen that stock numbers are off or a bug happens with an order than prevents it from shipping. We do not settle charges for items until we actually ship products so you have not be charged for these items.
I apologize that there was an error that caused your order not to ship and that we no longer have stock left of those items. As they were limited items, we will not be getting more in stock. We do still have stock of 5 and 7. As per your above post, we will not ship them at this time. If you would still like them shipped, I would be happy to mark those two remaining Wayfinders with free shipping.
thanks
sara marie
Apology not accepted. Errors on your part do not excuse you from honoring the original order. And you are not listening. The items were in stock and available for several days after my order. The order was being processed.
I am not happy. This is not the first, nor the second time your company has screwed up either an order of mine or my account in general. (I was forced to repurchases some PDFs that were in my downloads but deleted earlier this year because of a screw-up on your part.) As I said the items were in stock and the order was being processed and I was billed for them. I had even received an email saying those items were being shipped. Had I known you would do this I wouldn't have deleted it.
You will find copies of the missing items and send all seven to me. I don't care if Paizo employees have to give up their copies or Paizo pays to have them printed. You have one week. The items have already been paid for and were in the middle of processing. I will not accept anything else.
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Customer Service Manager
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On May 1st, you placed an order, 2539197, for several PDFs as well as the Wayfinders and the White Dragon Evolution Miniatures set.
Our system split order 2539197 into three orders, one part being the PDFs in 2554941, another being 2544100 with the White Dragon set which went to your sidecart and the last being the Wayfinders in 2554948.
Our system was able to properly process the PDFs and settled the $58.73 at that time (May 1st). It properly put the white Dragon set in your sidecart. However, when it came to the Wayfinders, a bug affected the items and as Justin said, they were not submitted properly, preventing them from being charged and shipped. No confirmation or shipping emails were sent regarding this order.
I have triple checked with our warehouse and we no longer have any stock of Wayfinders, 1, 2, 3 Limited Edition (though there is a regular edition of 3), 4 and 6.
At this point, we can either cancel the remaining items from the Wayfinder order or we can ship them with the free shipping offered above. If you'd like, I can add the regular #3 (14.99) to the order and include free shipping with that as well.
thanks
sara marie
You don't get it. You are legally obligated to honor the purchase for several reasons:
1. I was charged for both the books and PDFs at the same time.
2. I received an email saying the books were being shipped.
3. (And this is the big one) There is a federal law that says a company must honor the original purchase agreement if a bug in their software would in any way, shape, or form results in the order not being fulfilled as entered. Since you admitted there was a bug you are now required, by federal law, to honor the initial purchase. How do I know this? I've worked in the computer software field for 17 years. A few years back, when the law was passed, everyone in the company I was working with at the time was notified of the law and what its impact would do.
A few years ago another company tried the same stunt you did - I paid for the item, they notified me it was being shipped, and then they never sent it and claimed it was no longer available. When I mentioned the law they suddenly were able to find the missing item and send it.
So now you have but one option - send me the original items. Since you are the manufacturer of the items you have no reason. Print another copy of the items.
You have made no effort to resolve this issue and instead are just coming up with excuses and "bribes". You now have six days.
Um ... Uncle Teddy, I am not a Paizo employee, but I am pretty sure they (Paizo) do not publish the Wayfinders (it is a fanzine, always has been). So, if anything, the fans of Pathfinders who created Wayfinder would be responsible (and again as a fanzine, and not a magazine published periodical) the folks that create Wayfinder may not have the option of printing more.
I can understand your anger, but I think it is misplaced.
(Just trying to help and bring a little clarity).
Regards,
Dean
Nope, Paizo said they published the physical copies. And, no, my anger is not misplaced. I have already been charged for the items and was told they were being shipped. And now this. There is no reason why the items should have changed from processed to pending. Paizo's claiming a bug but it doesn't explain why I was charged or why I got an email confirming the items were being shipped. It falls on Paizo to honor the original purchase agreement and they are not. So before you or anyone else start accusing me of anything you need to step back and realize that I was wronged.
As for Sara Marie claiming that they don't charge for items until an order ships, well that is not true. A few weeks back I ordered a 3rd-party pdf/print combo and was charged for the whole thing. Less than a week later they tried to cancel the whole thing because the print was no longer available.
This is not the first time I have had trouble with Paizo's customer service. Phone calls and emails do nothing and now I am forced to post on the message boards.
All I want is for Paizo to do the right thing morally, ethically, and legally and they are not doing it.
Nope, Paizo said they published the physical copies. And, no, my anger is not misplaced. I have already been charged for the items and was told they were being shipped. And now this. There is no reason why the items should have changed from processed to pending. Paizo's claiming a bug but it doesn't explain why I was charged or why I got an email confirming the items were being shipped. It falls on Paizo to honor the original purchase agreement and they are not. So before you or anyone else start accusing me of anything you need to step back and realize that I was wronged.
As for Sara Marie claiming that they don't charge for items until an order ships, well that is not true. A few weeks back I ordered a 3rd-party pdf/print combo and was charged for the whole thing. Less than a week later they tried to cancel the whole thing because the print was no longer available.
This is not the first time I have had trouble with Paizo's customer service. Phone calls and emails do nothing and now I am forced to post on the message boards.
All I want is for Paizo to do the right thing morally, ethically, and legally and they are not doing it.
Well "Teddy", I was just going to let this go, as you cannot distance yourself enough from this and just lash out at anyone/everyone that is trying to help you. (You accused me of accusing you) ... which I never did ... and if you look up "Wayfinder" in the little search window you will see (if you read it all) it is not published by Paizo Publishing, it is FAN created ... they publish under the Pathfinder Compatible License. So, get your story straight. :)
You are the one doing lots of accusing sir. As a fellow Paizo community member I was simply trying to be helpful and offer clarity. Which you seem incapable of graciously accepting.I'm done now.
~Dean
You know what. I'm done. I'm the one who was wronged here.
People claim they are trying to help and yet they do not read what I have posted. They accuse me of things and when I call them out on it, well they get rather rude.
I'm forced to repeat myself.
I have tried emails and phone calls in the past to resolve prior issues to no avail. I now find myself forced to post on the forum. If the other people here cannot understand that then they need to stay away.
It's up to Paizo to do the right thing morally, ethically, and legally. So far all I see is an effort on their part to avoid blame and placate me.
I have a right to be angry - Paizo screwed up and is not doing anything to fix it. If other people don't want to see that then they can just stay away. I do not need people like you further stirring the pot with your insults and false accusations.
Oh, and Dean, I know what Wayfinder is and I know the pdfs were fan-produced. In fact, I already have the pdfs and had them all even before the printed copies were announced. Do not insult me again. The hard copies were advertised by Paizo as being printed by Paizo. Now, if that was a mistake on Paizo's part, fine, but that still does not excuse them from honoring the original purchase agreement. I don't care if they have to print out a single copy of each book or contact whoever they had publish it for them and have that company do it, but they will do what is right and get me my hard copies.
Chief Technical Officer
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As for Sara Marie claiming that they don't charge for items until an order ships, well that is not true. A few weeks back I ordered a 3rd-party pdf/print combo and was charged for the whole thing.
You are correct that we charge for Print/PDF bundles upon fulfilling the PDF portion of a bundle (though we don't charge the shipping fee for the bundle until the print portion ships). That's not Sara Marie lying to you, or even being incorrect—the fact is, we don't charge for items until we begin fulfilling them, and in the case of those bundles, the item has begun the fulfillment process.
Regardless, the fact remains that we did not charge you for those Wayfinder print editions; we'd have charged your card for them only when they would have shipped.
Even if we *had* charged you, upon learning that we are unable to fulfill your item, our only legal obligation, as far as I'm aware, would be to refund the purchase price.
I'm also confident that we never claimed that we printed them.
I am sorry that we are unable to fulfill these items for you.
3. (And this is the big one) There is a federal law that says a company must honor the original purchase agreement if a bug in their software would in any way, shape, or form results in the order not being fulfilled as entered. Since you admitted there was a bug you are now required, by federal law, to honor the initial purchase. How do I know this? I've worked in the computer software field for 17 years. A few years back, when the law was passed, everyone in the company I was working with at the time was notified of the law and what its impact would do.
I am not a lawyer, and I do not intend on interfering with Sara Marie's resolution of this via email. However, I am also in the ecommerce industry and I have never heard of such a law. I believe it is on you at this point to locate the law and provide a citation of it, rather than citing a memory without reference. If you are thinking of the Fair Credit Billing Act, the only obligation on Paizo would be to refund your money for everything that did not ship - there is no obligation to fulfill the rest of the order.
Obviously, you're under no obligation to return to this thread and post said reference now that this has been moved to email. However, if you do have a source other than FCBA, I would be very interested in seeing it.