Customer Service - bad first impression

[KenH]

This is my first experience with Paizo Customer Service. I understand that Gencon was a big event and it takes time to catch up.

But, no response to an email that I sent the day after Gencon (more than 2 weeks.) No return phone call from a call a couple of days ago.

It appears the best way to get a response is to post here?

Ken

[Astromancer13]

I can't get the website to let me add an address or buy a PDF without one. I've mentioned this elsewhere. I hope that I'll be allowed to buy Eldritch Skies Unisystem soon.

[havoc xiii]

I believe they said after GenCon they normally have something like hundreds of emails to go through.

[BigDTBone]

havoc xiii wrote:

I believe they said after GenCon they normally have something like hundreds of emails to go through.

I think that info has been thoroughly disseminated. From a customer standpoint the completely appropriate responce is, "so what?"

Additionally, it isn't like this was the first time they have experienced this. Proper planning and so forth...

[Hawkmoon269]

They said yesterday that their email backlog is over 1,600.

From what I've seen, they give great response from their customer service. Their response time can be a bit long sometime though. They are a relatively small company. So, it might take a while for them to fix things for you, but they will fix it and fix it right.

Posting here is a good way to get them. I have always had great success when calling during office hours [phone] (Monday–Friday, 10 AM–5 PM Pacific Time). I've never even had to leave a message during office hours.

Now, we will all stop posting in your thread since bumping it can sometimes delay customer service seeing it. But I'm sure they'll get things straightened out for you.

[KenH]

Hawkmoon - I have called during office hours (twice) and gotten voice mail both times.

I guess I'll just have to wait for them to catch up on the backlog like everyone else :)

[Justin Sluder]

Unless I'm mistaken, they have a dedicated customer service team of 4 people, one of which was on vacation the last week of August, and another which transferred to a new position within Paizo just this last week. In other words, they've been down one team member for at least the last two weeks.

Paizo should really hire someone to be on the customer service team who doesn't take vacations. Like me. ;)

[Katina Davis]

KenH wrote:

This is my first experience with Paizo Customer Service. I understand that Gencon was a big event and it takes time to catch up.

But, no response to an email that I sent the day after Gencon (more than 2 weeks.) No return phone call from a call a couple of days ago.

It appears the best way to get a response is to post here?

Ken

Hello Ken,

I do apologize for the delay. I have just sent you an email about this issue. Please let me know if there are any further questions or concerns that I may be able to assist you with in the meantime.

Thanks!
Katina