Allegedly they had a sale that was bigger than they thought. How you don't account for that is beyond me. I haven't waited a month for my order but I agree I'm starting to get aggravated as well.
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There was a big notice on the top of every page of the site that there were going to be delays due to the success of the Great Golem Sale. Sara Marie also said in another thread that sending out a targeted mass email would require coding that was not in the IT department's time budget with other bugs that needed to be fixed. It is because of the mass amounts of email and threads started that it has taken thier customer service department so long to wade through them. All three people. Paizo, despite their market share are still a very small company. Their CEO has been putting time in the warehouse to help get orders out as fast as possible. But when orders during this month sometimes had 50+ items, it takes some time.
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I would rather they were working on getting the issue solved rather than spend time trying to notify every single person who was experiencing a delay. Would it be nice to hear back from them on this? Yeah, but remember: they're just three people. Three very very busy people. Have faith that they are working on it.
Chief Technical Officer
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Mass-mailings are a fairly trivial matter - they already do this and it was in response to one of their mass-mailings that I placed my order.
Such a mailing would potentially annoy tens of thousands of people who don't have outstanding orders, and wouldn't reach anyone with an outstanding order who has adjusted their privacy settings to not receive mass e-mails from us.
Customer Service Dire Care Bear Manager
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I'm sorry this has been so frustrating for you and I'm sorry we missed the original 2-10 business day for shipping that we estimated when your order was placed. The November sale far, far exceeded all of our expectations in both the number of orders that were placed and the number of items each order contains. Both customer service and our warehouse staff are working as quickly as possible to slog through the backlog of orders that need shipping and emails that need answering. Both departments are running well over capacity. We're doing our best to ship out orders as fast as possible and to resolve issues, but there is a limit to how much we can physically ship or answer each day.
We've looked into sending a targeted email to customers with pending orders, but unfortunately, it requires new code and our tech team is working on critical issues that are a higher priority. We love our customers and value our fan community, so please understand that we have looked seriously at this option and it is just not possible at this time. Anything other that a targeted email is going to result in the current customer service backlog getting exponentially longer. Again, we (Lisa our CEO, Jeff our COO and myself the CS manager) have weighed the pros and cons and found unfortunately the cons make this untenable at this time.
I do have an autoresponse for the customer service inbox that was activated yesterday. Its not a decision I make lightly due to the nature and volume of the emails we typically get. Its also not something I can apply retroactively at this point. There are rules for it to prevent infinite loops of our auto responder auto responding to someone's out of the office auto responder auto responding to our order confirmations as well as some other things, this means while most people emailing us now should get this message, some who fall into similar situations as the autoresponder issue won't get that.
I'm sorry your expectations for order fulfillment haven't been met. We're working as fast and as hard as we can.
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Chief Technical Officer
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Allegedly they had a sale that was bigger than they thought. How you don't account for that is beyond me.
We've done sales before, but this one just plain caught us out. The number of orders we anticipated for the month-long sale was exceeded on the first weekend, and the size of the individual orders was also unanticipated—we had some single orders containing nearly a thousand individual items.
...we had some single orders containing nearly a thousand individual items.
Wow. And I thought I was a dedicated paizo fan. I better lift my game!
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Allegedly they had a sale that was bigger than they thought. How you don't account for that is beyond me.We've done sales before, but this one just plain caught us out. The number of orders we anticipated for the month-long sale was exceeded on the first weekend, and the size of the individual orders was also unanticipated—we had some single orders containing nearly a thousand individual items.
I hear after clearing all that from the warehouse there was an entire culture of people found, natives who have had little interaction with the outside world..
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I hear after clearing all that from the warehouse there was an entire culture of people found, natives who have had little interaction with the outside world..Allegedly they had a sale that was bigger than they thought. How you don't account for that is beyond me.We've done sales before, but this one just plain caught us out. The number of orders we anticipated for the month-long sale was exceeded on the first weekend, and the size of the individual orders was also unanticipated—we had some single orders containing nearly a thousand individual items.
I thought those were goblins?
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I hear after clearing all that from the warehouse there was an entire culture of people found, natives who have had little interaction with the outside world..Allegedly they had a sale that was bigger than they thought. How you don't account for that is beyond me.We've done sales before, but this one just plain caught us out. The number of orders we anticipated for the month-long sale was exceeded on the first weekend, and the size of the individual orders was also unanticipated—we had some single orders containing nearly a thousand individual items.
And soon after their discovery the poor, proud indigenous people of the warehouse were eaten by the raptors. :( Sad day.
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And soon after their discovery the poor, proud indigenous people of the warehouse were eaten by the raptors. :( Sad day.
Not for the raptors. For them it was a banquet!