Customer Service [149692]

[pauldetyrion]

Hi there,

Sorry to be opening a thread for this problem, but I sent in a ticket 5 weeks ago to the customer service e-mail but have not received any response from the initial automatic reply.
Is the customer service team swamped at the moment?

Thanks

[Logan Harper She/Her]

pauldetyrion wrote:

Hi there,

Sorry to be opening a thread for this problem, but I sent in a ticket 5 weeks ago to the customer service e-mail but have not received any response from the initial automatic reply.
Is the customer service team swamped at the moment?

Thanks

Unfortunately, I am not finding a ticket for you in our queue, please send us an email to [e-mail] and we can assist as soon as possible.

[pauldetyrion]

No worries I sent it through today about 5 hours ago. Hope it got through okay

[pauldetyrion]

Just to check, does your system send out an automatic reply if a ticket is logged?
If So it doesn't seem to be picking any of my emails up

[xNellynelx]

pauldetyrion wrote:

Just to check, does your system send out an automatic reply if a ticket is logged?

If So it doesn't seem to be picking any of my emails up

I believe it does. When I reached out to them with an issue last month I got an automated response that included my ticket number. Subject [Ticket Number] Thank you for contacting Paizo!"

[Dalvyn]

I also sent mails on March 9th (ticket #149279) then again on April 17th (ticket #153350), and another one today but, aside from the automatic responses, I did not get any answer.

[pauldetyrion]

I checked and I got an automated response for my first email, but when I sent a new one in as requested I didn't get anything through. Nearly 2 months now as well.

[Christopherwbuser]

Logan Harper She/Her wrote:

Unfortunately, I am not finding a ticket for you in our queue, please send us an email to [e-mail] and we can assist as soon as possible.

I came looking for a customer service contact, so I'm going to invite myself into this thread as well.

Timeline:

02/24: Placed order #29029836. Receipt was confusing. Emailed [e-mail] requesting explanation.

03/02: Received reply from "-T", that being Tonya Woldridge, Director of Community, Paizo Inc. Unraveled the receipt. Everything's cool, order's at the Warehouse, will ship ASSP. Told me reach out if there was any other questions, provided [e-mail] & [e-mail] email addresses. Groovy.

04/06: Came up from air thanks to busy grad student schedule and work trips. Noticed I haven't gotten my order yet. Looked up order history to see if there was a tracking number. Found out that while the last three times I ordered physical products from the Paizo website, they got to my house fine, this time there was a note buried in the Shipping screen: "Unable to ship. Contact customer service." I would have been happy to contact customer service at any time in the preceding month, but no one from Paizo told me I had to do that, I found this out on my own. Emailed [e-mail] as requested, and included a copy of the screenshot, as well as the full thread.

04/25: Contacted [e-mail], again. No acknowledgement of previous emails. No response.

05/03: Contacted the [e-mail] address that Tonya Woldrige provided. Explained I was using that address since my correspondence to [e-mail] appears to have been consumed by hungry goblins.

05/10: Today's date. Tomorrow will be the ten week anniversary of my March 2nd contact.

I know the problem isn't on my end, I've ordered physical product from Paizo before and it's shown up without a problem. I strongly suspect this is going to result in Paizo telling me that since I was purchasing something as part of the Kobold Horde sale, there was a breakdown between Customer Service and Warehouse, the seven items I tried to purchase have since gone completely out of stock, and I'm as out of luck as a stagecoach stowaway on his way to Bastardhall.

But, in the off chance that my order's out there somewhere, can you send it to me, please?

Thank you.

[Tonya Woldridge]

Christopherwbuser wrote:

Logan Harper She/Her wrote:

Unfortunately, I am not finding a ticket for you in our queue, please send us an email to [e-mail] and we can assist as soon as possible.

I came looking for a customer service contact, so I'm going to invite myself into this thread as well.

Timeline:

02/24: Placed order #29029836. Receipt was confusing. Emailed [e-mail] requesting explanation.

03/02: Received reply from "-T", that being Tonya Woldridge, Director of Community, Paizo Inc. Unraveled the receipt. Everything's cool, order's at the Warehouse, will ship ASSP. Told me reach out if there was any other questions, provided [e-mail] & [e-mail] email addresses. Groovy.

04/06: Came up from air thanks to busy grad student schedule and work trips. Noticed I haven't gotten my order yet. Looked up order history to see if there was a tracking number. Found out that while the last three times I ordered physical products from the Paizo website, they got to my house fine, this time there was a note buried in the Shipping screen: "Unable to ship. Contact customer service." I would have been happy to contact customer service at any time in the preceding month, but no one from Paizo told me I had to do that, I found this out on my own. Emailed [e-mail] as requested, and included a copy of the screenshot, as well as the full thread.

04/25: Contacted [e-mail], again. No acknowledgement of previous emails. No response.

05/03: Contacted the [e-mail] address that Tonya Woldrige provided. Explained I was using that address since my correspondence to [e-mail] appears to have been consumed by hungry goblins.

05/10: Today's date. Tomorrow will be the ten week anniversary of my March 2nd contact.

I know the problem isn't on my end, I've ordered physical product from Paizo...

That is not the answer we want to give at all. There was a problem implementing the Kobold Horde sale. We also have had a turnover of staff, so are trying to go through some back queues and catch tickets. I'll take a look and see what I can do to get this one moving.

[Christopherwbuser]

For what it's worth, I'm not giving Alaznist a run for her money being angry about this. I get it: Sometimes things happen.

I'm half-bringing this up here up because, well, I'd like my loot, and half-bringing it up here because it looks like there's some sort of configuration or sorting issue if I'm not the only person with correspondence issues and the [e-mail] address, but Paizo can't cry havok and unleash the hounds of I.T. without knowing the problem's there in the first place.

Thanks for looking into this. Y'all remain my favorite publisher. Keep up all the good work.

[pauldetyrion]

I agree with that, it does seem that the email box is only picking things up sent during operational hours, which makes things very difficult for others outside the US, like myself, and as a helpdesk employee myself, that would be incredibly frustrating to manage

[Brian Bauman]

pauldetyrion wrote:

I agree with that, it does seem that the email box is only picking things up sent during operational hours, which makes things very difficult for others outside the US, like myself, and as a helpdesk employee myself, that would be incredibly frustrating to manage

I can confirm that our ticketing system should be accepting and processing emails at all hours. An initial email should always generate a reply that includes a ticket number. Follow-up emails with a similar subject line should be added to the original ticket, but no automatic reply is sent to such follow-ups.

[Christopherwbuser]

Brian Bauman wrote:

I can confirm that our ticketing system should be accepting and processing emails at all hours. An initial email should always generate a reply that includes a ticket number. Follow-up emails with a similar subject line should be added to the original ticket, but no automatic reply is sent to such follow-ups.

If you'd like me to forward you the correspondences in question to see if there's some sort of disconnect (maybe it's Xfinity? Maybe it's Gmail?) just drop me a line. I don't mind being a tech support's test case if it helps everyone in the long run.

[Brian Bauman]

Christopherwbuser wrote:

If you'd like me to forward you the correspondences in question to see if there's some sort of disconnect (maybe it's Xfinity? Maybe it's Gmail?) just drop me a line. I don't mind being a tech support's test case if it helps everyone in the long run.

Hey, Christopher. I really appreciate that. I contacted you via DMs.

[pauldetyrion]

Customer Service wrote:

Thank you for reaching out to Paizo Customer Service. Our team will look into your request and get back to you shortly.

Your support ticket ID is 149692. You can reply to this email at any time to add comments.

Regards,
Paizo Customer Service

Unfortunately, I still have not had any response to any e-mails I have sent to the Customer Service email address.

The only response to date is below on 13th March.

I would greatly appreciate being reached out to

[Christopherwbuser]

pauldetyrion wrote:

Customer Service wrote:

Thank you for reaching out to Paizo Customer Service. Our team will look into your request and get back to you shortly.

Your support ticket ID is 149692. You can reply to this email at any time to add comments.

Regards,
Paizo Customer Service

Unfortunately, I still have not had any response to any e-mails I have sent to the Customer Service email address.

The only response to date is below on 13th March.

I would greatly appreciate being reached out to

This weekend is Paizocon, and then an American federal holiday.

Keep the faith, try again on Tuesday.

[pauldetyrion]

Keeping the faith, got a different ticket number when chasing today, so hopefully that helps

[Christopherwbuser]

pauldetyrion wrote:

Keeping the faith, got a different ticket number when chasing today, so hopefully that helps

Keep keeping it. While I didn't get a response to any of my emails, I DID get my order today!

The Golem might be slow, but it's still got it.