Can we get an update from Paizo leadership progress on fixing ticket first response delays?

[jhallum]

Hi Paizo leadership,

Can Paizo leadership pass on an update on your progress on how you are adapting to the new COVID world and improving the customer service delays in the face of it?

I'm getting concerned that it's not feasible for me to invest thousands of dollars per year in products from in a company that can't respond to issues in a reasonable time. I know that the existing representatives are working their tails off and so this email is not aimed at them, it's aimed at company leadership, who do have the power to fix the issues.

I admit that this is a bit of self interest, as I have a $420 case of minis that has gone completely missing for the last 8 weeks with NO TRACKING INFORMATION for me to try to self resolve the current issues on my own. (I've had success using tracking numbers and other shipping info to prioritize lost shipments in the past, including the new Delta Green book a few months back). I've sent in email, and I have a thread in the customer service area. Heck, I've even tweeted @paizo hoping for some comments. Nada. Zippo. It's pretty disheartening to not even get a peep in 6 weeks on an issue.

Please help me have confidence in your company's ability to adapt to the current difficulties, I'm pretty worried at this point.

[ckdragons]

I agree with jhallum. Waiting 6-8 weeks for a response is unacceptable, especially for issues regarding orders (lost shipments, inaccurate/double charges). It's disheartening seeing all the "Cancel Order" posts because of these delays.

[Jeff Alvarez]

Sara Marie is looking into a ticketing system for us to implement but she hasn't decided on one yet and even when she does, it will likely take some time to get it up and running. We are hopeful that it helps us prioritize and sort the issues in a more streamlined fashion but it will not fix things overnight.

She is also in the process of hiring two more CS reps to help deal with the backlog of questions and comments. And we are hopeful that they will make a big impact once they're in and up-to-speed.

We all understand the frustration you guys are facing with the wait times and we are doing everything we can to improve the situation. Please give us some more time to get these fixes in place so we can help you faster.

[jhallum]

Thanks for responding Jeff,

I appreciate your answer in these difficult times. Stay safe!