Concern


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Silver Crusade

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Pathfinder Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber
Terevalis Unctio of House Mysti wrote:
Cori Marie wrote:
We still have that? The Announcements forum has the same monthly subscription threads as the CS had every month.
There should be one central place which email notes should match up with.

I mean it's the exact same thing as it's always been, just a new name for the forum with the threads. I agree that communication needs to be better about these things, but pretending this is different than it was before is doing no service to anyone.


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Pathfinder Adventure Path, Lost Omens, Pathfinder Accessories, Rulebook Subscriber; Pathfinder Battles Case Subscriber
Cori Marie wrote:
Terevalis Unctio of House Mysti wrote:
Cori Marie wrote:
We still have that? The Announcements forum has the same monthly subscription threads as the CS had every month.
There should be one central place which email notes should match up with.
I mean it's the exact same thing as it's always been, just a new name for the forum with the threads. I agree that communication needs to be better about these things, but pretending this is different than it was before is doing no service to anyone.

Took me reading it a few times. I don't think, and correct me if I am wrong, Terevalis is complaining about the announcement forum so much as not getting explicit information in the email stating what is delayed and why. At minimum the same information provided in the subscription threads?

We are getting that in the announcment forum, but less so via the email. And an earlier heads up for things delayed via email would be useful for people who don't come to the forums for the bleeding edge information too.

And I think Terevalis has been fairly vocal for quite some time about the lack up updates via email notifications about subscriptions and products being delayed.


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I have spent most of the past 2 months on the game play threads. I got an email earlier this week about Jan order creation with NADA about SoTH being delayed. That is kinda important information that should have been included in the email.

Customers should not have to go on the greatest adventure to have that info, it should be in the email.

Silver Crusade

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Pathfinder Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber

No argument there, communication has been a huge issue these last few months, though if I remember the emails that come even before the authorization emails are a relatively new addition to the communications, that came after the severely botched September subs run.

Grand Lodge

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I've been an opponent of using the forums to conduct individual customer service for a very long time as well as complaining about responsiveness. Prior to the pandemic, response time varied from 4-6 weeks. Soon after the 'demic started and until mid-last year, the time was routinely pushing three months (sometimes more). In no universe is that acceptable responsiveness for online retail.

At some point last summer, the delays began to get shorter. I don't know why and to be honest, I really don't care. I only know it was improving though still outside of what most would consider acceptable.

At some point in the last few months, customer service has reduced their response time to just a few days and in most cases (at least anecdotally) within 24 hours. Again, I do not know what has changed, but the improvements to the response times combined with the new process of resolving customer service issues through private email instead of public forum I cannot say I have anything I can complain about, except maybe the inability to cancel subscriptions directly (but that is not so much a customer service issue as an IT one). In fact, IMO, at the moment customer service overall is the best it has been in many years.

To be clear, my issues have never been with the agents themselves, moreso with the management (or lack thereof) of the system. It now appears that my happiness of dealing with the individual agents now extends to the overall system as well. I don't know who we have to thank for these changes, but they are certainly appreciated.


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I have gotten a response to two queries within 24 hours. I hope that this will be the way things work from now on.


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TwilightKnight wrote:
I don't know who we have to thank for these changes, but they are certainly appreciated.

Sara Marie

The changes you've seen are because she pushed to get a ticketing system installed last spring to deal with the truly ugly backlog of CS requests. It got so bad that CS staff (who couldn't answer the phones) asked people not to send any more emails because they got thousands behind. A year ago New Years Eve they had a 3000 email backlog.

For a while the only way to contact customer service was through the CS forum.

Once the ticketing system was installed in late spring, they started catching up, and now the ticketing system is robust enough that they closed the CS forums completely


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Pathfinder Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

The other thing that was super weird about posting issues in the forum was that their order was changed if someone posted a thing in response. So when the CS team started on oldest to newest, some random other person could set a post back to the "end of the line" just by adding a comment like "I am also curious about this." It also meant friendly posters could answer the question if it wasn't something that CS specifically needed to address, but that was mostly useful when there was a huge backlog and sadly the person who often did that in a helpful way requested their account be deactivated (which I only know because it was public, on the forums - just an "interesting" observation).

Anyway, I think it's clear that there were many good reasons for consolidating communications channels and funneling them to a ticketing system. Duplicate issues like that must have been such a nightmare. Whatever community effect is lost by not seeing the tickets worked in real-time like we're watching the CS team work behind a big glass window is worth the reduction in workload by having to correlate issues across multiple systems.

I also agree that customers getting an automatic notice that the ticket exists is a no-brainer, and am surprised it wasn't set up that way already.


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Another reason why Sara Marie is so greatly missed.


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Pathfinder Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Note that I think it's super neat when you go to a museum or something and see people actually cleaning fossilized dinosaur bones or whatever, but *man* I would hate that if it were me trying to do my regular job with randos watching.

I remember going to the Smithsonian Zoo and going in the panda building where there was a room with several zoo folks watching monitors and pointing at it while talking. I have zero ideas what they possibly could have been talking about. All the pandas were in full-on sleep mode. I swung by again before I left the zoo and the pandas were still sleeping but the panda zookeeper "exhibit" was also empty.

Anyway, pandas are hugely disappointing. The CS team is not, even if we no longer get to watch them work.


Pathfinder Roleplaying Game Superscriber; Pathfinder Starfinder Roleplaying Game Subscriber
RicoTheBold wrote:

Note that I think it's super neat when you go to a museum or something and see people actually cleaning fossilized dinosaur bones or whatever, but *man* I would hate that if it were me trying to do my regular job with randos watching.

I remember going to the Smithsonian Zoo and going in the panda building where there was a room with several zoo folks watching monitors and pointing at it while talking. I have zero ideas what they possibly could have been talking about. All the pandas were in full-on sleep mode. I swung by again before I left the zoo and the pandas were still sleeping but the panda zookeeper "exhibit" was also empty.

Anyway, pandas are hugely disappointing. The CS team is not, even if we no longer get to watch them work.

How... How DARE you besmirch our NATION'S PANDAS?!

Just kidding. Everyone knows the best exhibit at the DC zoo is Amazonia. And I 100% agree. It can be extremely stressful to be constantly watched while doing your job, because externally, people are WAY less forgiving than internally.

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