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Just ran across this in another forum, and thought people here might be interested
Ticketing System
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.
PS, UNLIKE ANY OTHER THREAD in this forum, feel free to reply to this and push it back up to the top of the page ;-)
Thanks for boosting this!
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More information hidden deep in the July shipping thread
Here's a little update from the Ops (CS & Warehouse side of things)...
Sara Marie is hiring for two more CSRs right now to help with the load issues we've been facing so hopefully we can get them in, trained up, and making a difference quickly. We are also looking at various ticketing software packages to replace our current systems which should speed up our processing time and provide a streamlined solution for our customers. This is a several month-long project so it will not likely help in the short term but should in the medium-term and definitely in the long-term.
As far as the phones go, we have no current plans to reinstate them while our folks are WFH. We have committed to keeping our employees safe and at home through the end of 2020 and possibly longer depending on covid so email and MBs will continue to be the only ways to communicate with us. I know that for some of you, the phone was your method of choice and we are sorry to inconvenience you but it's the reality we are living at the moment.
In the warehouse, we finally filled Laura's vacated spot a couple of weeks ago and that basically brings us to capacity as things currently stand with covid precautions. As for the Humble Bundle (HB) fulfillment, we brought in some temps to do the majority of that pack out at our offsite warehouse so our experts could continue to fulfill our regular customer orders. We will likely do that again once the reprint arrives for the final push on the HB orders.
We've also invested in a flo-pack style bubble machine to speed up the HB pack out process and we look forward to phasing it into our normal fulfillment as a partial replacement for peanuts. It won't completely replace them as some orders will still require them to keep their contents safe, but we could see a marked decrease in our use of them this year.
I know it has been a tough and trying time to have issues that need dealing with and we all appreciate your patience. We are doing everything we can to solve the issues and make our lives and yours better so please hang in there.
From this thread I see that email is backed up until June 30th. Is there any place where Paizo is updating how far through the backlog they are making progress? I previously posted an issue I had last week, however given the information below (among other places) I am not expecting a fast response. It would be nice however to have a rough idea of the length of the queue, although if that is impossible I also understand.
Paizo Customer Service is working from home due to the pandemic and dealing with a huge backlog. As you've discovered, that means that no one is answering the phones. As of yesterday, they had worked their way up to emails received June 30th. They seem to be catching up to forum posts a little more quickly, but they deal with them from the bottom of the list to the top so adding a new post in your thread moves it to the end of the line.
Don't post here again, and Customer Service will get to you sooner. Here is some information about what Paizo is doing to improve the situation going forward -- and if you need to vent and/or commiserate, you can do so in that thread without affecting the response time to your issue.
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They generally work from oldest to newest, so if you check the "Paizo Customer Service Status Updates & What to Do" stickied thread they typically are going to be working on the oldest emails.
Note that if you reply to your email or post you generally are bumping yourself to the end of the line again.
Some issues get prioritized, like SRs actively look for cancelling subscription threads before they authorize the next month subscription orders. And if there's a wide spread issue that might get prioritized as well. By and large though, right now it's a waiting game until the new SR positions are filled/onboarded/trained up to speed.
In short, if i were to guess they currently are still working on Emails from around June 30th. so if you sent your email last week on the 25th then you're probably going to be waiting for a few more weeks.
The good news is that they are looking into a ticket system of sort. So if that goes through and they change up how the service requests are done it's possible we'll eventually be able to get better ideas of response times depending on what ticketing system they land on.
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They're also currently hiring more CS staff.
They generally work from oldest to newest, so if you check the "Paizo Customer Service Status Updates & What to Do" stickied thread they typically are going to be working on the oldest emails.
Note that if you reply to your email or post you generally are bumping yourself to the end of the line again.
Ah I was aware of the posts, but not the emails - that’s good to know thanks.