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Hey,
There is something wrong with your payment system online. As I've indicated in a range of messages to your customer service forum, and via email since May 16, I keep getting a "valid payment" error trying to purchase fro your website.
I answer your messages to me immediately, but you never do anything effective.
At best you send me one message which offers to help or asks as question. I respond promptly, then....nothing.
Customer service seems an exageration.
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I cannot express how incredibly unprofessional it is that the preferred, primary mode of customer service communication is a public message board. Paizo is happy to take your money every month like clockwork if you are a subscriber, or [nearly] immediately the moment you click "submit order," but they cannot respond to a customer service inquiry in less than 4-6 weeks. In fact, it seems if you have an issue with a monthly sub order, you will not even get an acknowledgement of the issue until after the following month's order is processed/shipped. That is unbelievably bad service. If you place an order and need to change or cancel that order before the shipping department completes it, there is virtually no way to do so under current situation. By the time they get to your request, it'll probably be long since shipped.
Yes, there are issues beyond their control that affect creative deadlines, receipt of printed products, getting orders packed and shipped all attributed to the epidemic. Generally, I don't think anyone has an issue with it taking an extra week or two to ship an order. However, there is no reasonable explanation for why it takes 4-6 weeks to even get a response.
This has been an issue long before the epidemic. And it is incredibly unfair to treat the customer service agents this way. They are amazing people, always friendly, and always take an issue to a reasonable conclusion. The problem is clear that they cannot get to new customer issues fast enough. That is a management issue. We don't need explanation. We don't want excuses. The only thing that matters is results. No one is saying they should get real-time assistance. We understand the market for what it is, but a response within a few days, a week at the most is not an unreasonable expectation. If not for the fact that Paizo possesses a [semi] unique product (depending on how you feel it compares to other TTRPG) and definitely when you consider the PDFs, if there was a way to consistently get these products from other sources I seriously doubt anyone would choose to conduct business with them directly.
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No one is saying they should get real-time assistance.
Yes, I am. (Depending on definition of real-time.) A 1000+ email backlog is a stain on the excellent service and hard work the reps put in. I do not know Paizo’s situation, but an inability to touch emails within 24 hours of receipt is atrocious.
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A high level of entitlement has been detected in this thread. Just an observation.
Paizo’s Customer Support has been historically fantastic. I agree they have hit a rough patch, but I have full confidence that they will get through it.
With everything going on right now there are surely a great number of difficulties which we are unaware of.
Chill.
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It is only entitlement if it was an issue with Paizo and not the customer's money.
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Are you kidding?!? Paizo's incredibly slow responsiveness to customer service inquiries is bordering on legendary status. You make it sound like they missed a deadline by a day or two. Their customer service responsiveness is 4-6 weeks behind, not days, WEEKS. Even if they were to improve their system to seven days out, they would still be the slowest customer service most people could think of but it would be a monumental improvement over what they have now. If you think that is entitlement, I don't think that word means what you think it does.
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Trying to get into the secret archives of the Varican took less time.
Not for nothing, but there is a pandemic slowing down a lot of things. Cool your jets and follow the channels.
I've always found customer service to be extremely responsive and helpful. You've had to wait two months. Boo effen hoo. Your issue will get resolved.
Now that you've made a public crying post, you will get some more responses. Probably not the type you want.
Not for nothing, but there is a pandemic slowing down a lot of things. Cool your jets and follow the channels.
I've always found customer service to be extremely responsive and helpful. You've had to wait two months. Boo effen hoo. Your issue will get resolved.
Now that you've made a public crying post, you will get some more responses. Probably not the type you want.
When it is your finances that are impacted then you have the right to scold those who you don't agree with.
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Not for nothing, but there is a pandemic slowing down a lot of things. Cool your jets and follow the channels.
I've always found customer service to be extremely responsive and helpful. You've had to wait two months. Boo effen hoo. Your issue will get resolved.
Now that you've made a public crying post, you will get some more responses. Probably not the type you want.
That was...profoundly unhelpful. Nothing being requested here is unreasonable, nor is anyone "crying."
Your perspective is entirely out-of-whack.
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When CS does a great job I have no problem thanking them. I think I sent them a note in February or January to thank them for their service. However, this is not good CS.
When my questions have been answered I thank them here online and acknowledge when I think that they have done a great job.
These are valid thanks. The critique is just as valid.
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A high level of entitlement has been detected in this thread.
Expecting a reply to inquiries involving payment to be resolved in a reasonable time frame isn't "entitlement."
This board is downright surreal at times.
