Just got my shipping notice.
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If you didn't get a shipping email back on the 7th or 8th, then they may have missed identified you in that group.
That seems to have happened, based on my call to customer service. It hasn't gone out yet.
The current status in general seems to be that the warehouse staff expects to get through the rest of the S&S base sets by tomorrow at the latest, and perhaps even by the beginning of tomorrow or the end of the day today, and by that point everyone should receive a shipping e-mail ("within about the next 30 hours" the customer service rep said.).
As always, Paizo customer service was very friendly and helpful, and I got a live person right away.
Received the "you should have received another e-mail" e-mail.
Received the "your base set has shipped" e-mail.
No mention of compensation/credit for the delay.
Disappointed with Paizo CS. =(
Still dig PACG. =)
heard some people claim they got some form of compensation, i am in the same boat as you though Mortons d'Saucy
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I'm pretty sure the people that got the $10 store credit were the people that had their orders finalized on August 7th. Those people had their credit cards charged that day, even though their order didn't ship until the 22nd. And they also couldn't undo the charges for the character add-on deck and the cost of shipping it. So, for that group of people, it seems like Paizo gave them $10 in store credit, plus the guarantee to not charge them for the character add-on deck in September and to not charge them for the cost of shipping the character add-on deck in September.
They are in a worse situation than you or I, who simply had our orders delayed but only paid for what we are being shipped.
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My subscription base set arrived today. Yay! Played it right away and had a total blast. Kinda tight but we made five players work.
The fact that only those who had their credit card charged with no shipment got compensation makes me wish I was in that group. I'm still trying to decide if keeping the subscription is worth the frustration.
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For people who've never dealt with Paizo Customer Service before, I want to express that the current situation is not the norm. I have dealt with them many many times and it has *always* been a pleasant experience.
As someone whose sole job is to get late product from a supplier pushed out the door so it can go into high level military jets, I can verify that situations like this happen ALL the time in my field. I have million dollar parts that are a half year past due and have several hour long daily calls on a *single* item.
I deal with suppliers and late product every day and I can 100% say that dealing with Paizo CS is by *far* the best experience I've had. In my interactions, they gave my $100 orders much more attention and care than high level industrial companies selling me millions of dollars of product on a single order
One thing to keep in mind is that the issue with the printer has multiple factors.
* this isn't a delay to one customer, but to hundreds. So even if they ship Joe's order today, they might not get to Mike for a couple days. There are weeks of backup to get to.
* it sounds like the printer has been giving a lack of or even misleading information. From what I gather, Paizo held shipments because they've been expecting these in the door any day now, and are just now realizing that this isn't happening.
* Splitting the order means splitting the shipping without charging us the extra money. That means a possible HUGE loss to Paizo's income. And yet they have made that decision. Let that sink in. They are taking a profit loss to make up for someone else's screw up. I don't know about you, but if it was my company, I'd be pretty loathe to do that and only bite that bullet when it became obvious that the other options had gone from bad to horrible.
* Having the product come later than promised when they've already started processing the order is a nightmare. And depending on the system they use could be virtually impossible to back up. One could argue that they shouldn't begin the process if they don't have the product, that doesn't always work when you are on strict timetable demands (such as preparing for GenCon). This is compounded when subscribers insist they get their product before everyone else, which pushes Paizo to get everything ready to ship ahead of time.
* It's not as simple as just saying "ok, the product isn't here. Action!". They had to have meetings with the printer, meetings internally, build battle plans to resolve, and then work overtime to enact. A lot of people scrambling to fix a surprise problem is bound to cause human error issues that they then have to fix on top of the original issues. Procurement can be a nightmare of carefully constructed process that goes downhill fast in a nightmare of compound cluster-frak
* following this up, fixing this issue is a *lot* of work. That means they have to choose between getting it resolved as quickly as possible and losing man hours sitting on the boards and fielding questions from hundreds of people. I for one would rather less response and more shipping.
Is it frustrating? Absolutely. But from Vic's responses I have zero doubt in my mind that Paizo is doing everything they possibly can with the hand they were dealt (pun intended). Given their past performance, I would urge you all to please judge them on their history, and not this one unanticipated catastrophic incident.
I'm pretty sure the people that got the $10 store credit were the people that had their orders finalized on August 7th. Those people had their credit cards charged that day, even though their order didn't ship until the 22nd. And they also couldn't undo the charges for the character add-on deck and the cost of shipping it. So, for that group of people, it seems like Paizo gave them $10 in store credit, plus the guarantee to not charge them for the character add-on deck in September and to not charge them for the cost of shipping the character add-on deck in September.
They are in a worse situation than you or I, who simply had our orders delayed but only paid for what we are being shipped.
That makes sense -- going the extra distance for those *most* inconvenienced ... but then doing nothing for all the other subscribers who waited nearly a month for news and their base set, and two months (?) for Add-On and Promos ... well, still seems a failure to me.
When one has a group of people who commit upfront to product[s], and are great evangelists ... from my time serving customers at gaming companies -- and before that, a gaming store -- I learned that one ought to take all reasonable efforts to satisfy such folk when one fails to meet expectations.
As-is, I'm paying about $69 to receive a base set from less than 10 miles away by early September -- as opposed to $50 from a middleman over 3000 miles away, by the same date (possibly earlier). I appreciate that Paizo isn't deep discounting (since they _want_ retailers to sell their product too!), but feeling like I'm the last in line (behind con attendees, and distributors/retailers). And that apparent priority doesn't make me feel like paying an extra ~40%.
Now I understand how the printer fiasco went down (from Vic's post), and _I've_ had to make good on printer screw-ups before. I'll be interested to see if Paizo plans to do the same for *all* subscribers.
Paizo, as a game company, firmly has me as a customer. =)
Paizo, as an online retailer, is on the verge of losing someone whose order history goes back more than seven years. =/
@ Morton - I agree. I got notice that my base game was complete. But UPS tracking still says they are waiting for it to get to them. CSI has had this game for 2 days now. And I will be getting the promos when the character add-on comes? Supposedly that move was for those who wanted to cancel the base game. And yet when did that option happen, because when I heard about it until my shipment was complete. But then there is no evidence it has even been shipped. Just a label printed. In addition the character add-on may hit CSI first as well. I have to think hard about whether I really need this subscription. Customer Service did say I could still get the promos if I bought the character deck somewhere else first...but I worry I will get my order "complete" and then I end up with 2. This is just a headache. The subscription was partly about convenience, but it is not so much right now.
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While CSI has had this game for 2 days, a lot of other distributors have not. My two local stores still can't get it (base set) yet.
And one of the main ideas behind the promos tied to the add-on deck was for international customers where shipping the base set was cost-prohibitive from Paizo rather than their local point-of-sale.
Mine just got delivered, woot!
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Got the same email. Nice to get official word straight from CS. Not to be dense and I am tired but wouldn't shipping something free with the other subscription items still increase the amount of shipping? It's not like they can leave the weight of the deck off when the package is weighed and shipped through UPS or whoever is the carrier. I suppose a shipping credit will be applied for the difference? In any case the $10 would make up for it and is a nice gesture.Received an e-mail, got $10 worth of credit, and free shipping for the char add on pack next month.
I'm satisfied with the resolution.
Paizo's system knows the weight (and size) of the products, and so can calculate the appropriate shipping. Therefore they can calculate (shipping without addon deck) and charge you, then calculate (shipping with addon deck) and pay that to UPS
Chief Technical Officer
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I'm pretty sure the people that got the $10 store credit were the people that had their orders finalized on August 7th. Those people had their credit cards charged that day, even though their order didn't ship until the 22nd. And they also couldn't undo the charges for the character add-on deck and the cost of shipping it. So, for that group of people, it seems like Paizo gave them $10 in store credit, plus the guarantee to not charge them for the character add-on deck in September and to not charge them for the cost of shipping the character add-on deck in September.
They are in a worse situation than you or I, who simply had our orders delayed but only paid for what we are being shipped.
This is correct. There is something else I'm working on for *all* subscribers, but I probably won't know until the middle of next week whether or not I can actually pull it off.
So my FLGS got the base set in today - big stack of them - and mine still says UPS is waiting to receive it... I could have had it for the long weekend.
@Vic - I am giving you a chance to WOW me with whatever you are trying to get for all subscribers, because I was not happy when I left my FLGS. Hope the boon is good, because it is not cool to see the game online and at my local store, while mine is still awaiting shipping. Maybe a consolation (vs. Promo) card called "delayed?" I could use some humor right now, because this isn't funny.
No email on Friday :(
Guess it'll be Tuesday at the earliest now...
Received shipping notification Friday 8/28
Received package today 9/04
... and I live in the same metropolitan area.
Talk about USPS being S-L-O-W!
I gave the set a once-over; card color and cut looked excellent throughout. Now just need to carve out some time to play!
Here is what I see, and I think it is what everyone should see. (Please read this all the way through so you don't freak out.)
If I look at My Sidecart I see two sections.
You have one item waiting to be shipped with the earliest possible subscription shipment:
Pathfinder Adventure Card Game—Promo Card: Goblin WeidlingThese items will ship with a future subscription shipment:
Pathfinder Adventure Card Game—Subscriber Promo Card: Ranzak
Pathfinder Adventure Card Game—Promo Card: Mogmurch
Pathfinder Adventure Card Game—Promo Card: Goblin Keelhaulin'
Pathfinder Adventure Card Game—Skull & Shackles Character Add-On Deck
Pathfinder Adventure Card Game—Class Deck: Fighter
That means the system is treating Goblin Weilding is in the warehouse and that is can definitely include it in my very next subscription shipment, whenever that is.
The others it is treating like it isn't sure if they are in the warehouse. And it is saying "once they are in the warehouse we will ship them with the next subscription after that." Note: It is only treating them that way as a system. That doesn't really mean they don't have them. Maybe they do, maybe they don't. Maybe they don't have enough yet, but will soon. It is just a system that only knows the data input into it. Maybe they just did that because it is what they had to do to trick it to not charge for the character add-on deck and once they are super sure every subscription has been charged and sent the base set, they will set it back to appearing in stock.
So, when I look at My Subscription and go down to September under example subscriptions I see...
1x Pathfinder Adventure Card Game—Promo Card: Goblin Weidling~ (in sidecart)
1x Pathfinder Adventure Card Game—Skull & Shackles Character Add-On Deck, $15.99
1x Pathfinder Adventure Card Game—Skull & Shackles Base Set, $47.99
1x Pathfinder Adventure Card Game—Promo Card: Blessing of Zogmugot~
1x Pathfinder Adventure Card Game—Promo Card: Owlbeartross~
1x Pathfinder Adventure Card Game—Skull & Shackles Adventure Deck 2: Raiders of the Fever Sea, $15.99
Notice that Goblin Weilding (which the system knows is on hand) is getting included, but none of the other promos (Ranzak, Mogmurch, Goblin Keelhaulin') nor my class deck. But why is the Character Add-on Deck there?
So, here is what is happening (I think).
1. The Base Set and Character add-on Deck in My Subscription for September are both a display glitch. Neither are really there. Paizo may or may not need to actually fix that glitch. Indications are their spawning system isn't having the same glitch, so it won't try to spawn them. I'm sure that before they run the full authorization they will run a few test subjects to make sure of that.
2. Instead the "real" Character Add-on Deck, those "missing" promos and my class deck are being treated like they aren't in stock for my sidecart. They won't be displayed in my September subscription until something triggers the sidecart to say "Hey, we have these in stock now." Then they will move up to the first section of my sidecart where Goblin Weilding is. At that point, if the glitch in #1 isn't fixed, I might actually see 2 copies of the character add-on deck in my September subscription. If I do, I just need to remember, one of them (and the base set) is a glitch.
Authorization is scheduled for September 11th. Assuming your account looks somewhat like mine, for now just sit back and relax. When authorization happens, check your authorization email carefully. If you see a base set or 2 character add-on decks, contact customer service then. If you don't see the missing promo card, contact customer service. (Or at least check the forums to see if they've explained what is happening.)
But for know, I really, really, really think everything is ok and there is no need to panic yet.
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I just received my set yesterday and I've started playing it. Despite over paying a bit, I am happy to directly support Paizo (otherwise I'd go through Amazon). Great job guys, just a bit bummed as I'm trying to figure out what char I can play solo with and I've already lost a game with Alahazr. I also wish the dice were different. Otherwise it's great =)
Ugh, I know I should really just ignore UK/Euro release dates but it is pretty depressing logging into Book Depository to see they are now citing the S&S base set release as 13 January! It was, up until yesterday, the 9 September. I guess stock at Paizo must cause their stock control algorithm to go into cardiac arrest.
Does make me worry though, with all the chaos re: printing and supply issues, that there has been a serious knock on effect with the availability of sets for rest of the world suppliers?
I looked on Amazon UK and S&S base set still isn't even registered/listed, which is equally depressing. Are there any UK users here who can recommend a good UK games supplier that gets stuff on time? I know there is Forbidden Planet but never really used them for new release stuff.
I should probably stop stressing. It will be here 'when it's here'.
My FLGS in the UK is expecting it this week, and I've seen at least one other advertising it as coming in the next few days - those probably aren't much use unless you're in Nottingham, but it suggests the big UK distributor(s?) will have it this week
My FLGS in the UK is expecting it this week, and I've seen at least one other advertising it as coming in the next few days - those probably aren't much use unless you're in Nottingham, but it suggests the big UK distributor(s?) will have it this week
Thanks my friend!
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He's referring to the Anniversary complete edition for the Rise of the Runelords RPG adventure path, not the card game. It got one since it was the first Pathfinder RPG path. If PACG got one, it won't be till something like a 5 year anniversary, and only for that one.
The reason you mention about subscriptions is exactly why Paizo hasn't done it outside of the special occasion they did.
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He's referring to the Anniversary complete edition for the Rise of the Runelords RPG adventure path, not the card game. It got one since it was the first Pathfinder RPG path. If PACG got one, it won't be till something like a 5 year anniversary, and only for that one.
The reason you mention about subscriptions is exactly why Paizo hasn't done it outside of the special occasion they did.
The RPG adventure path reissue was also updated from 3.5 rules to Pathfinder so there was value in it over the original, especially for newcomers like me.
Klandestine,
Gameslore are a UK mail order company that currently have S&S base set in stock - its £44 shipped if you are still looking.
gk
Brilliant. Thanks, will check them out! :)
actually here, in my hands, in London!
not getting cracking until the add-on deck arrives, and shipping + import fees means I'm never looking at my credit card statement again, but still, woohoo
actually here, in my hands, in London!
not getting cracking until the add-on deck arrives, and shipping + import fees means I'm never looking at my credit card statement again, but still, woohoo
Mine arrived (via FLGS) yesterday, in Nottingham - started the sub with the add-on deck, to avoid those very fees.
Do we have any idea when September shipments (add-on deck and adventure 2) will get here?
Authorization is scheduled for tomorrow. Shipping window is 9/15 to 9/24. (That is for it to leave Paizo's warehouse. Add in transit time.)
Spoke with Sharaya a few minutes ago about a concern I had with my subscription page but she said that authorization usually takes a couple days to complete so if it isn't showing up tomorrow, give it a couple days.
Oh yeah. That is true. If you check out the thread I linked, Sara Marie will actually post when she is starting the authorization process, any times it has an issue and has to be restarted, and when it finishes.
Heh, I pre-ordered my base set from the Book Depository a few months ago (perhaps I should say.. pre-purchased) and now with their ETA of January 2015 and the weird contents of my subscription which still shows the base set even though it shouldn't, and shows no sign of the Bard Class Deck in my sidecart:
1x Pathfinder Adventure Card Game—Subscriber Promo Card: Ranzak~ (in sidecart)
1x Pathfinder Adventure Card Game—Promo Card: Mogmurch~ (in sidecart)
1x Pathfinder Adventure Card Game—Promo Card: Goblin Keelhaulin'~ (in sidecart)
1x Pathfinder Adventure Card Game—Promo Card: Goblin Weidling~ (in sidecart)
1x Pathfinder Adventure Card Game—Skull & Shackles Character Add-On Deck, $15.99
1x Pathfinder Adventure Card Game—Skull & Shackles Base Set, $47.99
1x Pathfinder Adventure Card Game—Promo Card: Blessing of Zogmugot~
1x Pathfinder Adventure Card Game—Promo Card: Owlbeartross~
1x Pathfinder Adventure Card Game—Skull & Shackles Adventure Deck 2: Raiders of the Fever Sea, $15.99
Pathfinder Adventure Card Game—Promo Card: Goblin Keelhaulin'
Pathfinder Adventure Card Game—Subscriber Promo Card: Ranzak
Pathfinder Adventure Card Game—Promo Card: Goblin Weidling
Pathfinder Adventure Card Game—Promo Card: Mogmurch
You may ship these items without waiting for your next subscription shipment:This item will ship with a future subscription shipment:
Pathfinder Adventure Card Game—Skull & Shackles Character Add-On Deck
I have no idea what I'm going to receive or when. It's super exciting! :D
So, the base set in your subscription for September is totally a display glitch. I just explained it a bit over here so rather than retype all that, check it out to assuage your fears.
For your Bard Class Deck, did you ever see it in your side cart? What I'm asking is, are you sure that when you ordered it you set it to "ship with your next subscription"? If not, you might have simply pre-ordered it, which means it won't combine with your subscription.
Go to "My Account" and "view your order history". Find the order for the class deck and see if it was a "pre-order". Then contact customer service and say "Please add order 123456 to my side cart for me." Even if you don't do that before your September subscription gets "authorized" as long as you do it before you get your "shipping confirmation" email, they can still add it to your subscription shipment.
Authorization is scheduled to start today (it usually takes a few days).
Shipping confirmation starts the 15th.
As usual, Hawkmoon, you are correct on all counts! Muchas gracias!