Question on expected turn around time on Customer Service emails


Customer Service


Pathfinder Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

I sent in an email to Customer.Service@paizo.com in early afternoon on Friday and haven't seen any reply in any form, or confirmation that the email was received or any sort of information specifying an expected time before it would be being worked. I know there was a glitch that was being looked at, so I'm wondering if things are backed up some. I'm not so worried about it is that pressing, but on the other hand I'd hate to find out for some reason they didn't even get my message, and I get shipped some things I didn't want.

I'm new with subscriptions, so I wasn't exactly sure of timelines. But it seemed like it was my understanding I'd get a notification showing what items would ship before they ship, in enough time to contact customer service and get them fixed. I just know looking at them that it is showing wrong now, so was trying to get it taken care of.

Thanks

Dark Archive

I'm also wondering the same thing. Posted a concern, issue with my account last Monday (Jun 17). Haven't seen a reply.


Pathfinder Roleplaying Game Superscriber

Apparently it is a long turn around. I am in the same boat. E-mailed on the 19th, not even an acknowledgment it was received, posted the issue here on the forums on the 24th and no response here either.


Same issue here. Posted about a subscription change on Sunday the 16th and no response yet. Also e-mailed 8 days later (Monday) and no response.


DaveMage wrote:

Same issue here. Posted about a subscription change on Sunday the 16th and no response yet. Also e-mailed 8 days later (Monday) and no response.

...and they got to me today. :)


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Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Currently the Customer Service staff are entering their busiest period of the year and they've just lost one staff member (through promotion/desertion depending on who you talk to :p), plus the CS Manager is away and one of the usual CS people has stepped up to fill her role.

That means there are currently two and a bit CS reps working through the forum queue and the email backlog whereas there have previously been four and a bit.

Add to that all the forum moderation and the inevitable "Get ready for GenCon" shenanigans - it's safe to say things will take a little longer to get sorted than is usual.

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