Over the course of the summer I have sent no less than six (6) inquiries regarding an apparent oddity in my Order History and Downloads, and not received a response to any of them. Dates of the emails were June 17th, July 2nd, July 7th, July 20th, August 5th and August 16th. Only the last is understandable, due to the GenCon schedule.
I've just now emailed Customer Service regarding a separate issue, and mentioned the above as well. However, given the lack of response all summer, the only possible explanation is that somehow -- no idea how -- Paizo' excellent CS team never received any of the previous emails.
Perhaps my ISP triggers Paizo's spam filter? In any event, here is the query I've sent repeatedly:
Hi Damon
I have a similar order on that day (I have 66 items at 100% discount). I wonder if it's a PFOnline reward or something? (Could be humble bundle, I suppose although I think you had to manually redeem that).
I don't buy PDFs as a general rule, so mine is definitely not "real". I just mention it in case this jogs your memory.
(Doesn't help with email issue or locating the Cerulean Seas PDF, of course).
Cheers
Steve
Sorry about the trouble Damon. While I have nothing ultra helpful, I can say that I have never not received a helpful reply from Paizo CS. My sense is that it has something to do spam filters and the like. Either way you did the right thing by posting. I'm sure they will get to you when the work week begins.
Customer Service Representative
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Hi Damon,
I'm so sorry that it's been so difficult to get a hold of us! From what I can tell, it's a mix of our spam filter swallowing emails, and then the rapid inundation of our inbox in the lead-up to Starfinder and GenCon. Thanks so much for your patience, and I apologize for any frustration or inconvenience that this may have caused.
I've taken a look into the order you mentioned, and it looks like Steve is correct. This order says it was spawned by a kickstarter, so the PDFs must have been rewards for a certain pledge level. Based on the dates, I believe it was for the first Pathfinder Online Kickstarter. However, our system says the order was "unspawned from Kickstarter pledge," but unfortunately that's the only note I can find. I took a look for earlier emails or messageboard posts from you around that time, and I couldn't find any that would explain why the order was reversed. If you recall having canceled or downgraded a pledge, that would most likely explain it. Otherwise if you would like those items reinstated, just let me know and I'll be glad to get that taken care of for you.
I did see your most recent email in the inbox, and it looks like your subscription order was just held up because our system did not correctly set the default payment method to it. I've attached the card and I'll let our warehouse know to get it sent out to you as quickly as possible. I've also waived the shipping fee to apologize for the delay.
I hope this answers all of your questions! I apologize again for the lengthy delay, but I'll be more than happy to follow up on any further questions or concerns that you may have in the meantime.
Thanks, and have a wonderful evening!
-Katina
I did back the Pathfinder Online Kickstarter. I didn't cancel or downgrade (and had a goblin icon on my messages for a while); my KS history shows I initially pledged $5 but upped it to $105 before the campaign ended. That history only shows details for the $5 reward; the rest is probably in BackerKit or somehere similar.
Yes, if those were a KS reward, I would like to try to have them reinstated.
I can say that I have never not received a helpful reply from Paizo CS.
That's been my experience as well, as long as they receive my message.
There have been many, many occasions when I've had to email twice about a particular issue, and CS checked and confirmed no receipt of the first email. Six times is unprecedented; the spam filter must be getting stronger. I wish I knew what about my emails or ISP it considers spam.
I did back the Pathfinder Online Kickstarter. I didn't cancel or downgrade (and had a goblin icon on my messages for a while); my KS history shows I initially pledged $5 but upped it to $105 before the campaign ended. That history only shows details for the $5 reward; the rest is probably in BackerKit or somehere similar.
Yes, if those were a KS reward, I would like to try to have them reinstated.
I seem to remember there being a glitch where a whole bunch of people got granted the PDFs in error. Most people who pledged small and added $100 were doing it for the printed material (I think you needed to pledge $100+$100 to get both the printed stuff and the PDFs). Maybe you were one of those and it was then reversed?
It was a long time ago though - my memory could well be failing. I just recall some weirdness back then..
Hello Damon,
I believe I have reinstated all of the PDFs. If you see any that look like they didn't get reinstated please let me know.
Order 2561201 now looks like any other order might -- no weirdness about the entire order being returned -- but apparently none of the items from that order are in My Downloads.
I thought maybe all of them were collected as the Pathfinder Roleplaying Game Superpack PDF Bundle, but it's not there either.
Hello Damon,
Thank you for letting me know. It looks like there was a flag that needed to be reset on each one individually. You should be able to see them now. Let me know if you cannot.
Thanks for all that work! I can see all 67, but...
The following two products have been added to your account, but are not currently available for download:
Pathfinder Online: Soundtrack (Download)
Pathfinder Online: Behind the Scenes PDF
HUGE windfall for me even if those last two are permanently unavailable.
THANKYOUTHANKYOUTHANKYOUTHANKYOUTHANKYOUTHANKYOUTHANKYOU
