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I'm posting my emails I sent to Customer Service on Thursday here since I haven't received a reply to them, and I'm seeing numerous forum posts being replied to here within a day. This is apparently the best method to contact Customer Service instead of emailing.
1) I received this order last week, and want to know the return policy on one of the items. I would like to return Pathfinder Flip-Tiles: Forest Starter Set. After opening the box, I determined I won't be able to used these as they weren't what I was expecting. Further, 2 of the cards have white corners where the print was cut? leaving the white card stock showing. If it makes it easier, I'm happy with store credit with this return as I do plan to make future purchases from Paizo (aside from my on-going AP subscription).
2) Please cancel all 4 items currently in my Side Cart.
Thanks.
Customer Service Representative
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Hi there ckdragons,
Thanks for letting us know! I apologize that we have not yet reached your email - I believe you should have received our auto-response explaining that we are a bit backed up at the moment. However, we're going through emails as quickly as we can, and answering them in the order received. We'll be sure to get to yours as quickly as we can.
Thanks for your patience!
-Katina
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I see the sticky about the backlog. I understand about backlogs, and how it can take newer inquiries a bit longer to respond to. I'm always patient with customer service in such situations.
However, I also see where you and other CS reps are handling and responding to new posts created yesterday. Is there a method to why you're answering new posts within 1 day before week old emails?
Customer Service & Community Manager
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Historically there are only a handful of posts made on the CS forum and they tend to be a bit more broad or urgent, and one person can knock them out pretty quickly. When there isn't a email backlog, there isn't really a disparity between response times on the forum vs response time of emails. My team and I have been talking about this issue over the last few days and haven't found a solution that we feel we are able to adequately and fairly implement. There's not necessarily a great way to resolve this that works for customers and customer service. So for now we're just doing our best to make sure we don't forget about the forums and keep trying to work as quickly as possible on our backlog.