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When the CS forums were closed earlier this year, we were told it was to streamline the workload and make everything much smoother. Well it seems like that's not really working as expected, and now because the forums are still listed as a way to get CS help on the FAQ page, we're seeing an influx of what would have been CS requests in the General Discussion forum or in the Website Feedback forum. It seems like it might be better just to bring back the CS forum instead of forcing people to flood unrelated forums with their posts?
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Paizo seems to have (again) a custerv bottleneck after several CS reps left the company.
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I agree right now seems to me that the mailing system is not working at all. According to some posts, some people issued ticked and they got an auto-answer and yet the operator are unable to find the mail.
Is indeed a shame this is happening there is a total lack of transparency and answer times.
I get why they wanted to move in to a mailing system but this is not helping not the users not them.
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Other people, such as myself, don't ever get any response via email at all, not even the auto-response with ticket number. The issues I've had have been resolved quickly to date even without receiving an email response from customer service, but there's still clearly something badly wrong with the CS email system.
I do get the subscription/purchase emails, product update emails, and subscribed mailing list stuff, but as far as any customer service issue requiring me to contact Paizo from my end goes, the company is an email black hole in my experience. I'm just glad that so far they have received them judging by the fixes I've had.
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Some of our European fans and friends have waited months only to be ignored.
I was under the impression that there was a person in charge of the issues that come up within the community. I may have been mistaken,
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Yes i am sorry for posting in the general forum but is the only mean to get some answer and support from the community this situation is frankly unacceptable.
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The current situation is very sad indeed.
It might be worth pointing out that Paizo's Customer Service used to be renowned for being fast, helpful, caring, understanding and efficient. From my personal experience during those last 15 years and from what I read on these forums and everywhere else, the many qualities of the Customer Service played a significant role in Paizo's success.
That makes it even more disappointing to see how customers are dealt with currently and have been dealt with during the last few months. Especially at a time when we see everywhere on the internet more and more players getting interested in trying Pathfinder 2 and other creations from Paizo.
I have been very pleased with Paizo's products, attitude, values and customer service for 14 years ; I have accumulated a lot of goodwill during those years, and that incites me to be patient and give Paizo a second/third/... chance even though I feel like I (and my complaints) have been completely ignored for the past few months (see the thread about the European taxes).
But newcomers will rightfully have much less patience! (Positive vibes to you, Mebrilia83)
So, please, Paizo, get a grip on this problem. Examine what bad decisions led to the current situation and fix it as soon as possible!
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I try to be supportive i really do i was genuinely excited to invest in Paizo with my players we play trough foundry and i wanted to get the manuals in order to run our first session this week. However the way this situation is handled brought me down and spoiled my plan. Like i said before it never happened to me to being unable to get digital content and have a customer service that is urresponsive like that. Is unacceptable and frustrating and what is more frustrating is there is no way to keep in track woth the ticket status and even worse the answer given by the costumer support are vague have no eta and provide no information at all. Me and my group could not wait to play this week our session was meant to be friday.
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I miss Sara Marie and Diego.
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Given that it's one year later and customer service people still do the double job of being forum moderators (incl. removing posts that take swipes at Tonya), I don't expect things to improve quickly.
When the CS forums were closed earlier this year, we were told it was to streamline the workload and make everything much smoother. Well it seems like that's not really working as expected, and now because the forums are still listed as a way to get CS help on the FAQ page, we're seeing an influx of what would have been CS requests in the General Discussion forum or in the Website Feedback forum. It seems like it might be better just to bring back the CS forum instead of forcing people to flood unrelated forums with their posts?
It has at least streamlined the process. Before the new system I'd post something here and get a response in one to two days. Now I get a response and my request is is handled within an hour or two.
The system works, it just takes time for for word to circulate, I highly recommend others try it.
Edit: But yes, I completely agree they need to update the website information to reflect and promote the new system.
It has at least streamlined the process. Before the new system I'd post something here and get a response in one to two days. Now I get a response and my request is is handled within an hour or two.
The system works, it just takes time for for word to circulate, I highly recommend others try it.
I think it really depends on what kind of issue you have. I have a ticket that is over a month old and I hadn't received any communication about it since other than the initial automated response. I have even sent e-mails just asking if someone read them to rule out there is some kind of issue with my e-mail and those mails remain unanswered as well. Because of a topic on the forums, Brian took it upon himself to make sure I and others with the same issue will at least get some updates, but before that it was just radio silence.
In the past, on the QA forums, it was possible you had to had a few days on answers, but at least you could get a general idea of where in the queue you were based on answers from Customer Service Agents in other topics. Now, if your ticket remains unanswered, there is just nothing you can do. Can't even call a telephone number.
Touche! There was also the issue with paizocon tickets.
Never mind me.
One year ago.
Not quiet, I think it was Septemberish/Octoberish wasn't it?
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When the CS forums were closed earlier this year, we were told it was to streamline the workload and make everything much smoother. Well it seems like that's not really working as expected, and now because the forums are still listed as a way to get CS help on the FAQ page, we're seeing an influx of what would have been CS requests in the General Discussion forum or in the Website Feedback forum. It seems like it might be better just to bring back the CS forum instead of forcing people to flood unrelated forums with their posts?It has at least streamlined the process. Before the new system I'd post something here and get a response in one to two days. Now I get a response and my request is is handled within an hour or two.
The system works, it just takes time for for word to circulate, I highly recommend others try it.
Edit: But yes, I completely agree they need to update the website information to reflect and promote the new system.
My experience with email has been hit or miss. I do get the we have received your email and usually get a response within a day or two, sometimes.
I sent in a request to cancel a subscription on 6/20, and it was resolved within 24 hours. So not everything is a mess, maybe they handle the easy stuff fast?
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When the CS forums were closed earlier this year, we were told it was to streamline the workload and make everything much smoother. Well it seems like that's not really working as expected, and now because the forums are still listed as a way to get CS help on the FAQ page, we're seeing an influx of what would have been CS requests in the General Discussion forum or in the Website Feedback forum. It seems like it might be better just to bring back the CS forum instead of forcing people to flood unrelated forums with their posts?It has at least streamlined the process. Before the new system I'd post something here and get a response in one to two days. Now I get a response and my request is is handled within an hour or two.
The system works, it just takes time for for word to circulate, I highly recommend others try it.
Edit: But yes, I completely agree they need to update the website information to reflect and promote the new system.
Glad it's working for you. Taking a look at the General forum that doesn't seem to be a universal experience.
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His anecdote isn't any more valid or invalid than the people posting threads.
Unless we had access to the JIRA board (or whatever ticket management software they use) we can't know the current pending/resolved ratio.
