A few weeks ago, I asked for a replacement for my damaged Starfinder Core Rulebook. According to my account, this replacement was processed as Order 4486453 (The Original order was Order 4205375). I received the replacement only to discover that this new book also has a damaged spine. I have contacted your organization via email twice and have yet to hear back aside from an automated reply email telling me that you are very busy.
I'm now extremely upset. I would like a new, totally undamaged book and now, as this is the second time I have had to have my book replaced, I would like a refund of my original purchase price.
I'm sorry to hear that your replacement copy also had problems with the spine! And sorry that we haven't gotten to your email yet. The automated reply is correct and we are very busy, and have not gotten to you in the inbox yet, as there a lot of emails in the inbox ahead of you.
I'm sorry to hear that you are upset and had the bad luck of getting two copies in a row with a problems. We cannot refund your book AND send you a replacement copy. After we review the photos when we get to your email, if the 2nd copy also looks defective, and you would prefer a refund instead of another replacement copy, let us know.
Thanks!
~Sharaya
Very well, I will accept yet another replacement without the refund.
I should point out however that I'm accepting this offer more or less under protest because I simply feel that I am not being adequately compensated for my losses in this affair. While I am aware of why you would ask me to chose between a refund and a replacement and while I also admit that is sound company policy, it goes against my own personal policy. A policy in which I place a monetary value on my time.
Writing an email, then a forum post, then another email, and another email, and now another forum post costs me time. Time which I value very highly and the value I place on that time is far higher than the price of the book. I am a graduate student with three jobs, what precious little free time I have is incredibly valuable to me and I place a premium on it. However, it would be unreasonable (and illegal) for me to ask to be compensated for the full amount I believe I am owed so I am instead asking to have a return on the money you did accept, 59.99 (not taxes and shipping, that would be unreasonable). This to me is a simple exchange: I bought a book and your faulty product took away my time. And while this replacement book may indeed be the product I am owed, you have still taken away my time, time for which I am not being compensated for.
I am asking for this not out of malice or greed but out of a desire for compensation for the time that was taken away from me.
This state of affairs inspires a terrible conflict in me because I am a huge Paizo fan, to the point where I've even tried to get a job with your company. To the point where one day I may again try and get a job with your company. I love you guys that much and to say that this experience has been disheartening to me is an understatement and to say that this is in no way up to the standards I expect from Paizo is also an understatement. I don't actually want a refund to be honest, as you are a company I have large amount of brand loyalty towards and I want you to thrive.
Still, as I said, I am a fan and as a fan I am willing to consider my previous positive experiences with your organization as a kind of collateral on a loan. A loan that entitles you to more of my time as you help me correct this issue.
Please, PLEASE, do not let me down. Please assure me that this new book will be the product I paid for and I will consider the warm feelings and joy that I have experienced from Paizo in the past to be satisfactory.
Customer Service Manager
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I've set up a replacement to be shipped out as soon as possible. Our warehouse staff is checking each Starfinder book as they are shipped to try to catch any binding issues, however, if for some reason you receive another defective copy, just send us a quick note and we would be happy to replace it or issue a refund.
thanks,
Sara Marie
I've set up a replacement to be shipped out as soon as possible. Our warehouse staff is checking each Starfinder book as they are shipped to try to catch any binding issues, however, if for some reason you receive another defective copy, just send us a quick note and we would be happy to replace it or issue a refund.
thanks,
Sara Marie
Thank you.