I’m disappointed


PaizoCon General Discussion

Silver Crusade

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I have been sending almost weekly emails to Customer Service since March 6. It has been almost 2 months, and I have sent 5 emails in that time.

This is just to request a refund of my PaizoCon ticket, purchased in 2020. I know how badly some folks wish they could go this year. It saddens me that I am apparently still in Paizo’s headcount for the Con. My badge shows as active for 2022.

But I am especially disappointed given how I have been an enthusiastic supporter of Paizo over the last 16 years, spending thousands of dollars on your products, only to be treated like an annoyance undeserving of the courtesy of a single response.

What happened?


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That's a pretty crappy response! I know when I email customer service after the new system went into operation about something they're usually pretty prompt so it's pretty inexcusable that they haven't responded yet.


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This needs to be resolved, pronto.


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Pathfinder Adventure Path, Lost Omens, Pathfinder Accessories, Rulebook Subscriber; Pathfinder Battles Case Subscriber

I submitted a ticket and got the automated response. I was vocal in the blog post where people were asking for refunds and customer service reached out to me letting me know that they didn't see a ticket in the system for me and asked me if I still wanted a refund.

Looks like you were posting there too.

Removing the CS forum is a mistake in my opinion, no where to consolidate issues like this. Had I not been vocal on the PaizoCon post I would likely still be in the head count.

CS came to that post and said that everyone in the system who had asked for a refund had been granted a refund. I don't know what is wrong with the ticketing system but this feels like another notch against removing the customer service forum to me.

url for the original post where people were talking about refunds:

https://paizo.com/community/blog/v5748dyo6shz3

Go to PaizoCon Blog Post.


Not that I’m not sympathetic, but why is this in the announcements forum?


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keftiu wrote:
Not that I’m not sympathetic, but why is this in the announcements forum?

At a guess, because the forum where people could ask for support got retired, and if someone doesn't feel like using a phone call, they're left with posting anywhere they can.

Liberty's Edge

There is a PaizoCon forum though.

Honestly, I did not even know anyone could create a thread here since it is supposed to be only for Announcements from Paizo.

Creating an antagonistic thread here felt to me like wishing to visibly disrespect Paizo and vent some anger.


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The Raven Black wrote:

There is a PaizoCon forum though.

Honestly, I did not even know anyone could create a thread here since it is supposed to be only for Announcements from Paizo.

Creating an antagonistic thread here felt to me like wishing to visibly disrespect Paizo and vent some anger.

They did put it in the paizocon forum. It was there for about a week and then someone from Paizo deleted it without resolving the issue.

Hence why they feel a bit upset about the whole thing. I can't blame them! How would you feel about it if it happened to you?


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The Raven Black wrote:

There is a PaizoCon forum though.

Honestly, I did not even know anyone could create a thread here since it is supposed to be only for Announcements from Paizo.

Creating an antagonistic thread here felt to me like wishing to visibly disrespect Paizo and vent some anger.

It was there. It was ignored. Phone calls have not been successful. Options are now limited and money is involved. Of course they are going to go elsewhere to inform, not necessarily vent their spleen.

Silver Crusade

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Correct. They deleted my PaizoCon forum post. I don’t like putting it here either.

I was inclined to let the matter drop, but when they actually deleted my post to the PaizoCon section of the boards - and still did not respond to me - I realized that Paizo’s CS team was actively ignoring my attempts to contact them through the appropriate channels.

Customer Service Representative

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Our Director of Community will be looking into this today and, in the meantime, I've gone ahead and moved it to the PaizoCon forum.

Liberty's Edge

The Paizo CS team has literally never been as quick and responsive as they have become in the last few months so this sounds like this is being caused by an issue on your end of things.

If you're not getting responses from them the most likey issue is that you're either contacting them from an email address they can't actually reply to, you're not identifying yourself properly in the email, or you are being responded to but your SPAM or Firewall filters are misconfigured.

Grand Archive

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Pathfinder Adventure, Adventure Path, Lost Omens, Pathfinder Accessories, Rulebook Subscriber
Themetricsystem wrote:

The Paizo CS team has literally never been as quick and responsive as they have become in the last few months so this sounds like this is being caused by an issue on your end of things.

If you're not getting responses from them the most likey issue is that you're either contacting them from an email address they can't actually reply to, you're not identifying yourself properly in the email, or you are being responded to but your SPAM or Firewall filters are misconfigured.

I contacted them for this multiple times myself, and got no replies. On the other hand, I contacted them, from the same email, to the same adress, for a different reason, and got my *other* problem resolved in less than a day.

And I discussed with a bunch of other people that had the exact same experience.

So I will guess that it's more on the specific convention ticked refund workflow that there have been a problem.

(I also sent all the order number stuff, and used the same email that I am registered as on the site, *and* I don't have any filter/firewall active, and look at my spam folder everyday to make sure nothing ever goes there by mistake.)


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Pathfinder Adventure Path, Lost Omens, Pathfinder Accessories, Rulebook Subscriber; Pathfinder Battles Case Subscriber
Themetricsystem wrote:

The Paizo CS team has literally never been as quick and responsive as they have become in the last few months so this sounds like this is being caused by an issue on your end of things.

If you're not getting responses from them the most likey issue is that you're either contacting them from an email address they can't actually reply to, you're not identifying yourself properly in the email, or you are being responded to but your SPAM or Firewall filters are misconfigured.

Negative Metric.

I submitted a ticket for my refund. Got the confirmation that the ticket was created.

Only reason I got a response was because the Director of Community saw a post I made saying I hadn't gotten a response with my ticket number and order information.

She told me that they had no record on the back end that a ticket was ever made. There is definitely something wrong with the system.

I will also say I've had quick responses in the last few months as well. But this isn't an issue on our end. There is something wrong, and the fact that they don't see a ticket at all when a ticket number was generated points to someone deleting tickets outright. Ticketing systems don't do that on their own.

If we had a customer service forum where the hive mind could all talk about the issues then there would be more light shined when issues happen. But alas, that was removed.

Silver Crusade

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Pathfinder Adventure, Adventure Path, Lost Omens, Pathfinder Accessories, Pawns, Rulebook Subscriber
Anguish wrote:
keftiu wrote:
Not that I’m not sympathetic, but why is this in the announcements forum?
At a guess, because the forum where people could ask for support got retired, and if someone doesn't feel like using a phone call, they're left with posting anywhere they can.

The phones have been disabled for two years because people aren't in the office. Literally the only way left to contact CS is through email, but of course the FAQ page of "How do I contact Customer Service" has not been updated to reflect that I've pointed it out several times and have gotten crickets.


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Tonya hasn't posted in the forums since April 5.

In my email history, since the ticket tracking system was turned on, all emails to customer service have been responded to within 48 hours (business days, not weekends).

My last email to customer service was April 18, and I've had no response.

Silver Crusade

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Yes, the problem is not my email. It generated an automated CS ticket number. They just haven’t acted on it.

And Cori Marie is correct to point out that calling CS was not an option. They have not taken CS requests by phone for 2 years.

At any rate, I very much appreciate that the Paizo team is looking into this.


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Pathfinder Starfinder Society Subscriber

I'm still waiting for them to process my order from the clearance sale in late March. I've emailed twice to try to get things moving but I'll probably have to email a few more times. The last time (over a week ago) I was told it has been ready to pick but they'd rather deal with the subscriptions.

Dark Archive

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lol I just realised I have an order from December still sitting there that shows everything as available... time to do some emailing!

Paizo Employee Sales & eCommerce Assistant

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Hello!

While I am unable to help with anything Paizocon related, MVulpius and Richard Lowe I have given your orders a nudge and bumped them to the Warehouse's attention. If anyone has any NOT Paizocon related orders that are stuck, please email Store@paizo.com and I will get them sorted out as best as I am able.

Thank you so much for your patience,
-mika

Dark Archive

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Mika Hawkins wrote:

Hello!

While I am unable to help with anything Paizocon related, MVulpius and Richard Lowe I have given your orders a nudge and bumped them to the Warehouse's attention. If anyone has any NOT Paizocon related orders that are stuck, please email Store@paizo.com and I will get them sorted out as best as I am able.

Thank you so much for your patience,
-mika

Thank you Mika! I'd entirely forgotten about it until I happened to check my profile so I wasn't upset, I didn't even remember I'd made the order, your help is very much appreciated! :)

Paizo Employee Director of Community

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The issue has not been the ticketing system. It was a process that had me as a logjam. Other issues going to CS are resolved in a timely manner, this is all on me.

I've cleared the back PaizoCon tickets received before April 30. I'll be back at it tomorrow finishing the last 40 tickets that came in over the weekend. That should bring us current.


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Tonya Woldridge wrote:

The issue has not been the ticketing system. It was a process that had me as a logjam. Other issues going to CS are resolved in a timely manner, this is all on me.

I've cleared the back PaizoCon tickets received before April 30. I'll be back at it tomorrow finishing the last 40 tickets that came in over the weekend. That should bring us current.

In the future maybe have another person that can take care of it too as people's money was tied up in it and you clearly didn't handle it in anything resembling a timely manner.

Or at the very least actually apologize.

Silver Crusade

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Tonya Woldridge wrote:

The issue has not been the ticketing system. It was a process that had me as a logjam. Other issues going to CS are resolved in a timely manner, this is all on me.

I've cleared the back PaizoCon tickets received before April 30. I'll be back at it tomorrow finishing the last 40 tickets that came in over the weekend. That should bring us current.

How are people being notified? I still haven’t seen an email or any other communication, and my account still shows a 2022 PaizoCon badge (and I should be in the “before April 30” group, as I opened my ticket on March 6).


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Has this been resolved yet? The whole thing just seems baffling.

May the 4th, and a refund check be with you Celestial Healer!

Silver Crusade

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Fergie wrote:

Has this been resolved yet? The whole thing just seems baffling.

May the 4th, and a refund check be with you Celestial Healer!

I have received an email from Tonya that my refund is in process now.


Celestial Healer wrote:
Fergie wrote:

Has this been resolved yet? The whole thing just seems baffling.

May the 4th, and a refund check be with you Celestial Healer!

I have received an email from Tonya that my refund is in process now.

Hooray!

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