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Recognizing that the producer is just as inconvenienced[sic] as the consumer is also well within the rights of the customer. If you feel differently, that's your deal and I'm not going to try to change your mind. I'm just suggesting that context and perspective matter. I'll leave it at that.
Maybe, if you reread my post, you know, the one you quoted, you'll see I didn't take exception to that. In fact, if that had been the sum of your original post, I likely wouldn't have responded.
But, no, you accused us of "ragging" and declaring the end of the world. Neither of which support your hypothesis that a producer is as inconvenienced as a consumer.
But, hey, since that's the only salvageable part of your post, let's discuss it.
On Paizo's website, the place for consumer feedback as it relates to customer issues is the Customer Service Forum. Regarding the release of products for August and related issues to said release, this thread was created to give updates and keep the customers informed of any pertinent changes to said release of product.
Now, one could create an entirely separate customer service thread saying "I'm disappointed and I would like X to be done about it." In fact, the customer service forum could be flooded as each disappointed customer creates such a thread.
Or, we could come to this thread, and as the topic of our disappointment is related directly to events and updates in this thread, post notice of our dissatisfaction here.
You say Paizo folks are every bit as frustrated as I am. Maybe. Does that somehow invalidate my disappointment? Does it in any way address or rectify it?
Do you think we're somehow unaware that Paizo is struggling with issues related to their website? Do you think somehow somewhere we lost the ability to empathize with the people who work at Paizo?
Or is it more likely we have legitimate concerns that we'd like to see addressed and if possible rectified?
And what purpose does your post serve to help either Paizo or its customers?
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I am afraid I have to echo some of what Arc Riley said: One of the reasons I subscribe is to get product earlier than street date. That may not happen this time around and that is very disappointing.Getting it early is one of the main benefits for me too. Having said that, it's worth bearing in mind that early access is not actually one of the promised perks of subscribing (though it works out that way 99% of the time).
I think it's totally reasonable to be disappointed, but I think it's worth bringing up that early access is not actually one of the things we're promised. (In my experience Convention season is the period most likely to miss the mark - though that also often correlates with big product launches, so the real cause may be somewhere else).
I'd settle for getting it on the release date. I really would. And maybe I will. But if past experience is any predictor of future performance, I won't be getting my shipping notice until Friday or Monday.
Now, I've anticipated this month's APs since their announcement (and before in the case of Return) and because of that I have committed to running a game on Fantasy Grounds starting on next Thursday. It takes awhile to move stuff from a pdf into FG, and I have limited time to do so what with having to be at my job and perform as my customers expect me to do. So, if the site actually remains stable enough for me to do so, I'll end up buying the pdf in lieu of getting my shipping notice in order to have the appropriate amount of time.
This is the choice I'll be making, and it's not one I'm satisfied with, but having the pdf tomorrow is important enough to me that I'll be making the extra purchase.
Most of the time, I have no problem waiting for the shipping. An extremely high percentage of the time, it ships before the release date. I don't usually get the product by the release date but I have the pdf to keep me warm until it gets here.
There's been a pile-on of bad things with Paizo in the last few months, and I'm just trying to express my disappointment without being told I'm a jerk for expecting better from Paizo. They're the ones that have set my expectations so high for performing admirably for the last 15 years I've been a customer.
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Thanks, Xazil.
I'm sure the fine folks at Paizo are doing all they can given the circumstances surrounding the website issues. They've said they're pre-prepping everything they can and I'm sure the warehouse staff is busting tail. I'm pretty aware of where I sit in the spawning process and if things go normally, I'll get my notification most likely on Friday. One more day of Cosmo or whatever pugwampi lackeys he has fiddling with the computers, though. and it probably won't be until next week. I would be very pleasantly surprised to be proven wrong, though.
I am afraid I have to echo some of what Arc Riley said: One of the reasons I subscribe is to get product earlier than street date. That may not happen this time around and that is very disappointing.Getting it early is one of the main benefits for me too. Having said that, it's worth bearing in mind that early access is not actually one of the promised perks of subscribing (though it works out that way 99% of the time).
I think it's totally reasonable to be disappointed, but I think it's worth bringing up that early access is not actually one of the things we're promised. (In my experience Convention season is the period most likely to miss the mark - though that also often correlates with big product launches, so the real cause may be somewhere else).
I'd settle for getting it on the release date. I really would. And maybe I will. But if past experience is any predictor of future performance, I won't be getting my shipping notice until Friday or Monday.
Now, I've anticipated this month's APs since their announcement (and before in the case of Return) and because of that I have committed to running a game on Fantasy Grounds starting on next Thursday. It takes awhile to move stuff from a pdf into FG, and I have limited time to do so what with having to be at my job and perform as my customers expect me to do. So, if the site actually remains stable enough for me to do so, I'll end up buying the pdf in lieu of getting my shipping notice in order to have the appropriate amount of time.
This is the choice I'll be making, and it's not one I'm satisfied with, but having the pdf tomorrow is important enough to me that I'll be making the extra purchase.
Most of the time, I have no problem waiting for the shipping. An extremely high percentage of the time, it ships before the release date. I don't usually get the product by the release date but I have the pdf to keep me warm until it gets here.
There's been a pile-on of bad things with Paizo in the last few months, and I'm just trying to express my disappointment without being told I'm a jerk for expecting better from Paizo. They're the ones that have set my expectations so high for performing admirably for the last 15 years I've been a customer.
Absolutely. I don't think you're being a jerk at all.
This month has been very disappointing and the website outages have only added to that.
I only made a comment (not really directed at anyone in particular, although I quoted Fourshadow) because I think it's worth remembering that the early access thing isn't a promise (since people often act as if it is). That doesn't mean you're wrong to value it - when it happens 9 time out of 10, it's totally reasonable to expect it and be disappointed when it doesn't work out.
(And it goes without saying that it's fine to tell Paizo of your disappointment).
If we have still not received any notification in regards to Authorization should we be notifying Customer Service?Yes. Please create a post in the Customer Service Forum, or send an email to customer.service@paizo.com.
I don't know if this will make the CS team break out in a sweat, but in these troubled times I tend to fall back on phoning between 10-5 Monday to Friday (Seattle time).
Depending on who's on you'll get quick, reassuring help from someone anywhere on the scale from awesome to incredible.
I find (when it comes to speedy resolution) phonecall > Forum post > email
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I agree with Reckless that this is very disappointing and that it is something we have every right to express our disappointment about here.
I also agree that customer service / shipping issues are rare for Paizo but I am concerned that of the perhaps half a dozen issues I have experienced in my 15 years or more of dealing with the company, at least three of those have been this year. I am concerned that the company is overextended with Starfinder and the PF Playtest landing so close together and that this is impacting on the otherwise outstanding customer service. With shipping costs to the UK being so high and customs charges sometimes being levied on top (nothing to do with Paizo obviously) I am already considering how many of my subscriptions I can realistically maintain and this month's problems, first with Playtest pre-orders and now with subscription shipping are making me think. In the end, I will probably see how the next couple of months goes but I am not in a good place with Paizo at the moment.
Customer Service & Community Manager
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If you have not had an order created for August products and you expected to have one, check your order history page and if its not there, please let customer service know by starting a new CS thread, sending us an email or giving us a phone call (M-F 10am-5pm PST).
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Hopefully this happens for others waiting more patiently than me; my shipping notice popped at around 7:30 pm Paizo time yesterday. Thank you Paizo warehouse folks for putting in the extra time and effort to expedite things as much as possible.
I did purchase the pdf for Secret of Roderick's Cove earlier in the day for reason's I've already stated in this thread. Gotta say on initial read-through, my impatience was rewarded with even more excitement for this campaign.
Subscription Update: The instability of the website over the last two weeks of August has also affected our internal shipping system and we are just beginning to ship August subscription items. During this downtime our warehouse staff staged and prepared as many new release shipments as possible and are hard at work shipping orders as quickly as possible. I have put the end shipping estimate at Friday, September 7th and will update here if that changes.
The system appears to have skipped what I would expect to be my next shipment of the PF AP subscription. I picked up 6 of 6 of War for the Crown at GenCon. My account page records this correctly.
However, the next indicated volume of my sub is 2 of 6 of Return of the Runelords. I have not received a shipping notice of 1 of 6, nor does the pdf appear to be available to me in my downloads.
I also sent an email with these details.
-SK
Did you finish shipping? If so, something went wrong with my subscription order because it is still pending.
So's mine. And it's only 6 O'clock Paizo time, so I"m guessing they're not done yet.
Still awaiting my shipment notice; the order is listed as pending still.
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Customer Service & Community Manager
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The warehouse had shipped all shippable packages from the August release by Friday, Sept 7th. If your order has not shipped, please let us know by starting a thread in the Customer Service forum, by emailing or calling us (contact information in the footer of the page).
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Customer Service & Community Manager
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If you didn't receive an email shipping notification, I recommend doing a quick check of your Order History Page to see if it shipped but the email didn't go through for some reason, or if there is an issue with the order that you are able to fix from the order's page.