Customer Service & Community Manager
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To confirm, Paizo was closed yesterday. Our office is closed for all postal holidays, as well as the Friday after US Thanksgiving, Christmas Eve, and PaizoCon. Customer Service has also had reduced capacity and/or closes phone lines during Gen Con.
On a given day, the warehouse usually has a couple folks who work on the packages with batch printed labels, and a couple folks who work on non-batch printed packages.
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To confirm, Paizo was closed yesterday. Our office is closed for all postal holidays, as well as the Friday after US Thanksgiving, Christmas Eve, and PaizoCon. Customer Service has also had reduced capacity and/or closes phone lines during Gen Con.
On a given day, the warehouse usually has a couple folks who work on the packages with batch printed labels, and a couple folks who work on non-batch printed packages.
Sara Marie, I really appreciate you all letting us know things like this. Also, say thank you to all the warehouse folks. Count me among those impatiently waiting each month for that elusive shipping notice. But despite my excitement I also appreciate this takes time and I want the whole team to know that we all appreciate the work they do.
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To confirm, Paizo was closed yesterday. Our office is closed for all postal holidays, as well as the Friday after US Thanksgiving, Christmas Eve, and PaizoCon. Customer Service has also had reduced capacity and/or closes phone lines during Gen Con.
On a given day, the warehouse usually has a couple folks who work on the packages with batch printed labels, and a couple folks who work on non-batch printed packages.
Sara Marie, I really appreciate you all letting us know things like this. Also, say thank you to all the warehouse folks. Count me among those impatiently waiting each month for that elusive shipping notice. But despite my excitement I also appreciate this takes time and I want the whole team to know that we all appreciate the work they do.
I second all this Sara Marie. I just get super excited about all that new material that you all are putting out. Tell the warehouse workers thanks for all they do, and thank you customer service people for doing all you do.
Haha, the amount of work Sam had to do to wrangle my order into proper existence, I'm not surprised at all I'm at the tail end again. :)
Hey, so, not sure if this is the proper place to put this, but in my downloads section, I'm showing that the second book of Extinction Curse and the GMG were both uploaded on December 13, 2019.
Date last updated: That's the date Paizo uploaded the PDFs to the server. If the PDFs are ever updated (i.e., for errata), that date will change to when they were updated so you know if you need to download a corrected version.
To the fine Customer Service folks, it looks like there is an issue with my order again this month, as it is coming up declined. I did send an email a couple days ago so I don't plan on making a new thread below. I chose to mention it here just for the sake that it's a bit of weird issue I haven't yet seen.
2 days left...last batching it again!!! LOL
Yea this is my first time last batch it seems. It's a sad place to be and I'm sorry all the times i got my stuff early and posted it on groups without thinking of those who were still waiting.
It wouldn't be so bad if it weren't for knowing that some people have their *physical books* before we get even a PDF. x_x
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Ha, yeah. I've been working on getting myself to understand that it will generally be two weeks after authorization before I should start hoping to see the stuff ship. I get too excited to see my order set to pending... Gotta remember that shipping is still half a month away at that point.
LOL yea my order used to say shipping in 1 to 5 days, now it just says not shipped yet. Oh well, I'm re-reading extinction Curse to prepare to run it till my order ships and I can get the pdf for the Gamemastery guide.
Mine is listed as "time in transit 4-5 days, previously 1-5 days", with shipping date still 'pending' XD
I'm solidly on track to get my books on street date
It’s better than seeing the books in the stores before you get your copy. That was me last month.
I'm actually now getting a little worried as I can't see any attempts to charge my card for the GMG this month and we're at the tail end of shipping.
I wasn’t worried, but just checked and it seems my order is now “suspended pending”. Never had that before...
Mine is still "Pending":
4 items. Estimated package weight: 10 lbs.
Oh boy.
Mine is now Suspended Pending. What's up?
Yea mine went Suspended Pending as well. Guess I'll be calling in when they open today. never had that before.
Mine is now Suspended Pending as well.
wow I must truly be at the back of the que this time. I still see just pending fortunately. Hopefully everyone's order gets sorted soon. We are stating our first session March 1st and I really wanted to have time to ready the GM guide before.
I'll take the end of the line every time until July if it means I'm one of the first to get the APG... It's really no fun being one of the last to get something and seeing folk on the internet chat about it for a long time. So I hope I get my turn for the biggest release of the year. :)
I'll take the end of the line every time until July if it means I'm one of the first to get the APG... It's really no fun being one of the last to get something and seeing folk on the internet chat about it for a long time. So I hope I get my turn for the biggest release of the year. :)
YES!!! this right here. Hope to be back towards the top when the APG comes out.
Still pending! Those suspended pending messages had me worried!
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I called in and they fixed my Pending Suspended. I told the customer service agent that there were a few people in this thread, so they are going to check it out, and hipefully get everyone sorted. My order should ship today they said.
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Customer Service & Community Manager
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Regarding the Suspended Pending orders. The shipping on some Bestiary Battle Cards was incorrectly generated for significantly below cost. Our tech folks temporarily suspended the orders to ensure they can correct the shipping without settling payment methods for more than we quoted customers for shipping costs. I have a meeting this afternoon to discuss the status of these orders and an ETA on having them ready to go.
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Customer Service & Community Manager
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Here is were we're at with fulfillment for items generated by subscriptions:
PZO90152
PF AP 152
72% Fulfilled
PZO7225
SF AP 25
68% Fulfilled
PZO2216
PF Adventure Gear Deck
43% Fulfilled
PZO2210
Bestiary Battle Cards
57% Fulfilled
PZO2103
PF GMG
63% Fulfilled
PZO2103-SE
PF GMG SE
25% Fulfilled
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Thank you for keeping us apprised about what's going on! It's really nice to understand what is causing the delays. Hope that the rest of the board joins me in expressing my appreciation for you and your entire team! After all, without y'all, there would be no shipments to receive!
Thank you for the update!
PZO2103-SE
PF GMG SE
25% Fulfilled
And yep. Figured that's why I was on the later side here.
Yeah, I'm in the 28% PF2 AP and 37% GMG not fulfilled...sigh...
Still pending and hoping this triggers the shipping so I can have something to read well I lay here with a broken Tibia. Hockey is fun but also slightly dangerous. ;)
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I am suspended pending too, but at least I know I am in good company.
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Customer Service & Community Manager
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I talked with our tech team folks and we expect to have the Suspended Pending orders resolved and back to regular Pending by end of day.
We are experiencing an issue where printing out the order sheet for the warehouse to pack orders results in the shipping discounts we've been entering being overridden. We're working as quickly as we can to resolve it, but we will not complete this by tonight.
I’m in suspended pending as well.
Still Suspended pending here too
So everyone is supposed to be able to download their PDFs by the end of the day, is that still correct?
So everyone is supposed to be able to download their PDFs by the end of the day, is that still correct?
In theory, all subscribers should have their orders shipped and PDFs made available by the end of the day -- but the percentage progress figures given by Sara Marie leave me skeptical that they can pull it off by their official closing time.
Also, note that this is the end of the day in the Pacific time zone, so if you live elsewhere it could be later than that even if they don't work overtime.
So everyone is supposed to be able to download their PDFs by the end of the day, is that still correct?
Yeah, maybe? I imagine there will still be a pretty notable number of subscribers who have to wait till next week sometime.
So, from those numbers it is likely that shipping will continue past street date for the second month in a row.
In my opinion it is becoming increasingly apparent that either the Paizo's warehouse is massively under resourced or that their shipping procedures and software are not really fit for purpose.
I appreciate Paizo's openness and candour, but not their unresponsiveness in keeping shipping in step with demand.
My subscriptions went from Pending to Suspended Pending overnight.
I know unpredictable issues crop up and Paizo does their best when they do, but it is a bit frustrating to see my subscriptions slipping off the end of the predicted ship dates for the second month running. Last month I was on the second to last day of actual shipping just because I was unlucky on the shipping order queue, this month I'm still waiting due to technical issues on the last day before I suspect we'll see still more estimated final ship date revisions.