Paizo charged me twice for the Advanced Player's Guide


Customer Service


The site had an error while I was buying the book. It charged me... but didn't give the book to me. I ended up purchasing it a second time so that I would actually have the book. At first it was just being held. But today it was confirmed that both charges went through. I needed that original charge to drop off. This leaves me in a difficult situation this weekend. Please fix ASAP.


It's a Monday.. any customer service people going to take a look?


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Cthulhusquatch wrote:
It's a Monday.. any customer service people going to take a look?

Same thing happened to me but I didn't even get the pdf. They have several thousand open tickets going back almost a month right now. I wouldn't expect a reply for some time.


Ugh.. ty

SleepyPete wrote:
Cthulhusquatch wrote:
It's a Monday.. any customer service people going to take a look?
Same thing happened to me but I didn't even get the pdf. They have several thousand open tickets going back almost a month right now. I wouldn't expect a reply for some time.


Hello?


I've had time to drive from Florida to Montana.. just in the past 3 days... but customer service still hasn't responded?


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Cthulhusquatch wrote:
I've had time to drive from Florida to Montana.. just in the past 3 days... but customer service still hasn't responded?

Bumping your own thread moves you further back in the queue.

Right now, it looks like CS is about a month behind in getting to forum threads; the last post I saw them respond to before the weekend was from July 9th. However, that's better than their email queue, which at the latest notification went back to June 18th.


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If you need an immediate resolution, the thing to do is call and talk to someone.

(425) 250-0800

Mon–Fri, 10:00 a.m. to 5:00 p.m. Pacific

Silver Crusade

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CS don’t, and haven’t, had phone service while working from home.


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Thank you everyone. At this point I'm ready to let it go. It's not like I haven't spent 30 on a pdf before. Generally I've had a pleasant experience with Paizo CS.. so I'm not going to let this change that.

That said.. the bumping thing is stupid. If we don't hear anything when money is involved due to a website screw up... what are we supposed to do? My email went unanswered.. and no phones. So we just gotta hope they get to it a month down the line?

Sigh.. as I said.. at this point.. just gonna let it go.


Pathfinder Maps, Starfinder Maps Subscriber

Paizo will get to it (albeit slower than they usually do. Although I think there's a good chance they'll see all of these posts and take notice of this ahead of schedule).

Fwiw, to answer the "what are we supposed to do?" question. I think the best thing is to start a new thread referencing the first (ideally with a link).

That way if the first really has dropped off the radar (which happens) they'll see your second thread and can mark both threads as resolved.

In the case where my first thread is then answered, I pop back to the second thread advising that fact and reporting that the later reminder can be ignored.

Its obviously not ideal but their forum wasn't designed for this volume of CS queries. The simultaneous closure of the phone lines alongside the backlog has removed the best "this is urgent" pathway.

Its likely to be this way well into 2021 I suspect. :(

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