To Paizo,
I hope I find you well, though I think this post will be very short lived.
Why? Well my account is being deleted, because I swore about a postal service courier in an email, who isn't even employed by you.
You seem to have gone mute though when I started asking about my consumer rights (Hence this post so I know someone will see it), which I think you are violating by denying me access to products I have bought and paid for directly through you.
I would love to talk to you to get this mess sorted out as I still love your game. However I seem to be the only one willing to talk out of me and you.
I've been very disappointed in my Customer experience with you. But I am still here to contact and discuss this, or at least will be until my account is deleted.
Either way, it'll be interesting to see what comes of this.
Regards,
S
Customer Service Manager
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Sept,
I apologize that my response has been delayed.
From the initial redemption of the Humble Bundle codes until now, you have had ample opportunity to download the digital items on your account.
As I said in my response to you earlier I understand that you were no doubt very frustrated with this experience, however swearing in emails at my team as well as the hostile tone in your follow up email is unacceptable. I will be closing your account on Friday, January 12th, 2018, and you are no longer welcome purchase or have items fulfilled items through paizo.com (such as Humble Bundle, Kickstarter, etc).
If you wish to download any of your remaining Humble Bundle PDFs before you account is closed, you will need to do so by January 12th (5pm PST).
While we appreciate gamers who enjoy Pathfinder, our online store will not be assisting you further.
Sincerely,
Sara Marie
Sept,
I apologize that my response has been delayed.
From the initial redemption of the Humble Bundle codes until now, you have had ample opportunity to download the digital items on your account.
As I said in my response to you earlier I understand that you were no doubt very frustrated with this experience, however swearing in emails at my team as well as the hostile tone in your follow up email is unacceptable. I will be closing your account on Friday, January 12th, 2018, and you are no longer welcome purchase or have items fulfilled items through paizo.com (such as Humble Bundle, Kickstarter, etc).
If you wish to download any of your remaining Humble Bundle PDFs before you account is closed, you will need to do so by January 12th (5pm PST).
While we appreciate gamers who enjoy Pathfinder, our online store will not be assisting you further.
Sincerely,
Sara Marie
Hi Sara,
I'm not sure how this is answering my query to you. As it is a repetition without response to the points I have raised to you.
I feel that there was never any intent to respond to me, and you simply wished to sweep me under the rug, and have taken me out of context to do so. The only reason you have responded now I feel is that I forced your hand by moving to a more public forum.
Looking forward to a response about my query concerning my consumer rights
Regards,
Sept
Just to make it clear my standing points of query:
1) The items I bought were a mix of digital and physical material.
2) I bought those items through both Paizo and external parties
3) I did not buy any of these items with an agreed set of terms and conditions defining a: limit to the amount I could download, or a finite length of time they would be available to download. Barring the termination of this website.
Your own website does not specify T&Cs with purchases that I have been able to find, meaning these items then do not have exemption from the Consumer Rights Act (2015) Which as you did not specify a time window for me to have access to my goods at the time of purchase, indicates you cannot withdraw said goods without refund. Or providing alternate means of access to the purchased goods as reasonable.
In summary:
I have the right to access and download any and all goods purchased.
This was not bought with terms dictating a specified time to download said goods, or a limit to the number of times they could be downloaded.
I will offer a concession however:
I will not purchase any goods from you, nor seek for refund of any goods purchased from you despite the terms spelled out in the Consumer Rights Act (2015), provided that I am allowed to continue to download digital content from your website through the purchases I have already made.