Hello,
On July 5th, I received an email that my preorder for the Pathfinder Playtest was going to be processed in the immediate future. This was somewhat earlier than I expected, so the next day, on July 6th, I replied to the email asking them to change the payment method for my preorder. I got an email back that same day saying that they'd made the change and I would receive an updated order confirmation. Except they never made the change. I did not receive any new confirmation, and on July 13th, when I received notice that the preorder had shipped, my original payment method had been charged, rather than the one I had wanted it changed to. I sent another email the next day, on July 14th, explaining what had happened and asking them to fix things, and as of today (July 17th) have received no response whatsoever. In the past I have always had very positive interactions with Paizo customer service, so I'm a little baffled at the poor service I've received over this issue. Having this payment charged to the original card is going to cause me significant financial strain over the next few weeks, and I am distinctly unhappy that:
1) My payment method was not changed as I requested,
2) The customer service employee who emailed me *lied* to me and said it had been changed, and
3) I received no response to my follow-up on the matter
I realize that at this point it may be impossible to change the payment for an order that has now shipped, but I wanted to register my extreme unhappiness and bafflement with the way this was handled. As I said, I have always had very good interactions with Paizo customer service personnel, and this incident has definitely left a sour taste in my mouth.
Hi Loki_Thief,
I'm sorry to see that change didn't stick in the system! I'll send you an email with some more information about this.
I'm sorry to see that we haven't gotten to your email yet! Our CS team is actually very small and this time of the year is incredibly busy even (even busier this year because of the preorders) so it's taking us a while to get caught up on everything.
Thanks!
~Sharaya
Got your email and responded. Thank you for taking care of things.
I have serious egg on my face. I looked back at the sequence of emails and realized that in my original email requesting the change, I gave the last four digits of my original card, not the card I wanted to change it to. That explains why it didn't change my card, it wasn't your fault at all. I sincerely apologize for my immediately jumping to conclusions regarding the issue, and my faith in Paizo customer service has been restored. Sorry again.