Sincere question: What does it take to get a response from Paizo's customer service team anymore?
I just sent my third email regarding the same issue today, as over the span of 20 days I have received no response whatsoever.
This is the second time in two months I've been through this with Paizo and it's really wearing thin on my patience.
I try pretty hard not to fault people in the service industry because I know it's hellish work, but this is just not an acceptable level of quality. It should not take weeks to receive the barest acknowledgment that I've submitted an issue and it's being looked into.
I am seriously reconsidering my financial support for this company right now.
They're usually exceptional. They got overwhelmed with Starfinder's release during GenCon and then got hit with a bunch of staff illnesses. Now they're back and digging their way out from under a virtual pile of emails and messageboard posts.
Whenever there's a new influx of subscribers there's a bout of new CS queries. Similarly when a new AP launches. Both of these occurring during Convention season and with unplanned for staff absences is too much for the system to bear. (I suspect the widespread binding issue with the Starfinder core book isn't helping either).
I think all of that would be the reason for the 20 day issue - not sure about what happened two months ago.
Also, for anyone outside the US -- Monday, September 4th is a holiday in the US, so it is likely that the Paizo office will be closed that day.