CS Responses

[Terevalis Unctio of House Mysti]

I understand that there are new hires tht must be trained but how long are we expected to wait for a response to email inquiries? It has been going on 2 weeks that I sent an email with a question, and I have yet to hear back. The email had to do with the June shipment and still nada in my Inbox.

Getting rid of your CS forums is becoming more and more inconvenient to customers.

[Davor Firetusk]

I had an email from earlier in the month that took exactly 2 weeks for a response. Longer than I would have liked, but as usual once customer service got involved it was all handled well. Glad to hear they have some new hires.

[Terevalis Unctio of House Mysti]

Davor Firetusk wrote:

I had an email from earlier in the month that took exactly 2 weeks for a response. Longer than I would have liked, but as usual once customer service got involved it was all handled well. Glad to hear they have some new hires.

That is great to hear, I am fearful with the July orders and GEN CON happening soon response times will be a tad more dismal than they already are.

[Jonathan Morgantini]

We HAVE been behind in CS tickets, we are now caught up as of today. This issue has been resolved.

[Rodalas Windrace]

That statement is not accurate, my issue has yet to be resolved.

[Terevalis Unctio of House Mysti]

This is troubling, especially since my email indicated that I wanted to buy more from them.

[Jonathan Morgantini]

It was a post in hope. We are getting through them as fast as we can. Rodalas, do you have a ticket number?

[Terevalis Unctio of House Mysti]

I cannot seem to find the order # or the email anymore. I asked if they could add another Dark Archive to this month's order.

[Dancing Wind]

Jonathan Morgantini wrote:

It was a post in hope.

Please don't destroy CS's credibility any further. Post reality, not some imaginary future.

"We are getting through them as fast as we can" is much more hopeful than any "post in hope' you can come up with.

You might even try the radical transparency that Paizo was known for during the pandemic. Where CS posted their actual queue numbers every day, and we could see what was happening.

If management has put a stop to that practice, at least tell us the truth, not BS that is supposed to make us feel better.

[captain yesterday]

Yeah, I've been trying to get my Red Shift Rally switched over to a subscription. So far in four emails all they've done is put Red Shift Rally in my sidecart. Congratulate themselves for putting it in my sidecart. And then finally put it in an entirely separate order with the Kobold King Hardcover which doesn't come out until September.

Not very confident in the customer service department to be honest if they can't figure out a simple request.

[Terevalis Unctio of House Mysti]

captain yesterday wrote:

Yeah, I've been trying to get my Red Shift Rally switched over to a subscription. So far in four emails all they've done is put Red Shift Rally in my sidecart. Congratulate themselves for putting it in my sidecart. And then finally put it in an entirely separate order with the Kobold King Hardcover which doesn't come out until September.

Not very confident in the customer service department to be honest if they can't figure out a simple request.

I am so sorry that you have going through this experience. I wonder how our friends in Europe are doing with their customs questions.

[captain yesterday]

Terevalis Unctio of House Mysti wrote:

captain yesterday wrote:

Yeah, I've been trying to get my Red Shift Rally switched over to a subscription. So far in four emails all they've done is put Red Shift Rally in my sidecart. Congratulate themselves for putting it in my sidecart. And then finally put it in an entirely separate order with the Kobold King Hardcover which doesn't come out until September.

Not very confident in the customer service department to be honest if they can't figure out a simple request.

I am so sorry that you have going through this experience. I wonder how our friends in Europe are doing with their customs questions.

I dunno, hopefully it's going better for them! I know I still haven't heard back since last week.

Apparently they assume if they don't do anything about an issue it'll go away (which always works!).

I'll give them another couple of days.

Edit: Also I just now realized I put this in the wrong place. Whoopsie!!

[Terevalis Unctio of House Mysti]

It seems there are still issues with CS and their ticketing system.

[Cori Marie]

I mean, yeah, probably, but is the PaizoCon forum the right place to bring it up?

[Terevalis Unctio of House Mysti]

I mean, ya, if they are not responding to emails, ya.

[Cori Marie]

So what exactly does this have to do with PaizoCon? I get your frustration but filling every unrelated forum with threads seems a bit much and in fact gives more work to an already understaffed department.

[Terevalis Unctio of House Mysti]

I asked them to move it back when I started it, they have not.

[Terevalis Unctio of House Mysti]

Ya, they need to focus on getting clear communication out and answering people's emails. Not cool what is happening to this company that was once known for CS par excellence.

[xNellynelx]

Just gonna slide this in here, Ticket Number 160946 from 7/02.

Was gonna wait for the 1 month anniversary, but if this post is active may as well chime in.

[Dash0405]

Also still waiting for a response on ticket 163526..

[Terevalis Unctio of House Mysti]

I am wauting 2 weeks to be able to download my dark arxhive pdf with no response.