Customer service took the week off?

[biship]

Is it typical to not receive an responce from customer service placed on Monday? I am use to big box stores like Amazon shipping the same or next day.

[Herald]

Skeleton Crew

[brock, no the other one...]

biship wrote:

I am use to big box stores like Amazon shipping the same or next day.

Paizo is a tiny bit smaller than that (see http://paizo.com/paizo/about/contact), so things can get a bit slow around major conventions like GenCon.

[Chris Lambertz]

We are experiencing a high volume of correspondence in the lead into Gen Con (which starts today) and the launch of Starfinder. We do have a limited crew still here in the office, however.

[Steve Geddes]

biship wrote:

Is it typical to not receive an responce from customer service placed on Monday? I am use to big box stores like Amazon shipping the same or next day.

My experience has been that emails are the slowest response time, then message board posts and fastest is phonecall (although that's not going to work today or tomorrow, due to the aforementioned skeleton crew situation - the phones aren't being staffed until Monday).

Irrespective of method, you get the same people and the same excellent service. Nonetheless, if it's time sensitive I'd always go with message board (or phone if it's truly urgent).

Besides the limited staff times around convention time, their busyness goes up and they tend to get an influx of new subscribers (with associated questions), so it's something of a perfect storm around May and August.

[biship]

Ok well it's unfortunate that customer server & shipping is so slow. It's like shopping online in the 90's again. I get they are small, but perhaps they need to hire another customer service rep. Most of the items I could have bought on other retailers web sites for the same cost if not cheaper but thought I'd rather 100% of my money go to the developers. Now I know what to expect, thanks.

[Katina Davis]

Hello biship,

Thank you for your question. It looks like your order is currently on a packing slip, which means that it's in the batch our warehouse is working on packing up. It should be sent out any time now, and once it's been processed, you'll receive a confirmation email to let you know.

Please note that normally our processing time (the time between when you place your order and when our warehouse processes the order for shipment) is 1-7 business days. It is currently listed on our website as 1-14 business days because of the extra load. We understand that buying directly from us is not the best method for everybody, and we still benefit from sales through our distributors. Thank you for your patience.

Please let me know if there are any further questions or concerns that you may have in the meantime, and I will try my best to help you out.

Thanks!
-Katina

[biship]

I emailed on Monday trying to clarify why one item in my order wasn't discounted.

I also emailed on Tuesday morning about making changes to the order, but as part of my order has now (almost) shipped I guess that's not happening . If your customer service is that far (3+ days) behind in emails, then that must cause a nightmare for shipping.

[Katina Davis]

Hi biship,

I have now responded to your email. Please let me know if you have any further questions.

Thanks,
Katina