JULY 2022 New Releases and Subscription Shipping


Announcements

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It might cause their system to malfunction. I added an extra book last month and still csnnot download the pdf, and I never got notification the order was sent. I had to look at the status of my order.


Pathfinder Maps, Starfinder Maps Subscriber

It’s very much going to depend on the specifics, I think. In your case I’m guessing you wanted it added as a subscription and it was instead added as a preorder.

In my case I had ordered some in stock, Paizo items and for some reason I ended up with a whole bunch of duplicates (my error, I’m presuming). Resolving that triggered the “backordered” error.

It’s hard to know for sure what will happen, but merging orders with subscriptions is definitely high risk. Personally, I’d only mess with a subscription order like that if the shipping savings were going to be very significant, or if the products were not anything I needed in a hurry.


It was for a gift but I have learned my lesson. Other businesses that sell these products are better at communicating and it doesnt throw the entire system off.


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Pathfinder Maps, Starfinder Maps Subscriber

I’ve always found Paizo excellent to deal with. They’re not always fast - but that’s inevitably a function of how busy they are.

It helps that PDFs, VTT modules, interactive maps, and all that jazz mean absolutely nothing to me. I’d pay extra for a print only subscription. ;)


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Steve Geddes wrote:

I’ve always found Paizo excellent to deal with. They’re not always fast - but that’s inevitably a function of how busy they are.

It helps that PDFs, VTT modules, interactive maps, and all that jazz mean absolutely nothing to me. I’d pay extra for a print only subscription. ;)

Going on 4 weeks is not acceptable.


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Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

And another week ends with no word from CS. :-(


Ed Reppert wrote:
And another week ends with no word from CS. :-(

:(


3 people marked this as a favorite.
Steve Geddes wrote:

I’ve always found Paizo excellent to deal with. They’re not always fast - but that’s inevitably a function of how busy they are.

It helps that PDFs, VTT modules, interactive maps, and all that jazz mean absolutely nothing to me. I’d pay extra for a print only subscription. ;)

I did as well, until this year.

I will never deal with them directly ever again unless I have to.

And I'm a pretty patient person so that should tell you how far their customer service has sunk.

Grand Lodge

Pathfinder Adventure, Lost Omens, Pawns, Rulebook Subscriber

I'm kind of agreeing after what I've seen this last few months.


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Seems like Paizo's business model of having direct sales and hiring people on not-living salaries to handle that has run its course.

Dark Archive

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Pathfinder Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber

Sure I'd love if I had got my subscriptions on time, but I got more important issues to deal with currently, like my charactor in a Strfinder Society play-by post-game has exactly 2 turns to get off the crashed spaceship before it sinks. Not as easy as it sounds there are 8 giant crabs blocking the exits...


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Pathfinder Maps, Starfinder Maps Subscriber
captain yesterday wrote:
Steve Geddes wrote:

I’ve always found Paizo excellent to deal with. They’re not always fast - but that’s inevitably a function of how busy they are.

It helps that PDFs, VTT modules, interactive maps, and all that jazz mean absolutely nothing to me. I’d pay extra for a print only subscription. ;)

I did as well, until this year.

I will never deal with them directly ever again unless I have to.

And I'm a pretty patient person so that should tell you how far their customer service has sunk.

It is an entirely predictable consequence of last September’s decisions. Exacerbated by downsizing the CS team via attrition just as the email queue begins to balloon.


Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

Sill no joy. :-(


Ed Reppert wrote:
Sill no joy. :-(

Wow! I'm so sorry.


Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

I figure I'll just post here ever day until the problem is resolved. Of course, now I'm *also* waiting for my August shipping notice, but that's another thread.

Liberty's Edge

Pathfinder Companion, Maps, Pathfinder Accessories, Pawns Subscriber; Pathfinder Roleplaying Game Charter Superscriber; Starfinder Charter Superscriber

I finally had my new order for the remainder of the July stuff created a few hours ago, thirteen days after I wrote to customer service. Had everything shipped at once, I'd have gotten my subscriber discount on shipping; with neither of the the two split orders meeting the required amount I'm ending up paying almost thirty dollars to ship both packages.

I hope everyone still waiting gets some resolution soon.


Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

"previous CEO"? They have a new CEO, not Lisa Stevens? When did that happen?


Ed Reppert wrote:
"previous CEO"? They have a new CEO, not Lisa Stevens? When did that happen?

I think he means president.

Or whoever it was that stepped down "due to health concerns".


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President, yes. I think Lisa and Vic shrinked their roles so now they're more of just owners of the business while the President does the heavy lifting.

RPG Superstar 2014 Top 32

IconoclasticScream wrote:

I finally had my new order for the remainder of the July stuff created a few hours ago, thirteen days after I wrote to customer service. Had everything shipped at once, I'd have gotten my subscriber discount on shipping; with neither of the the two split orders meeting the required amount I'm ending up paying almost thirty dollars to ship both packages.

I hope everyone still waiting gets some resolution soon.

I think if you email them about this, they may give you some shipping credit back. I know long in the past they have been helpful in solving problems like this when it is their fault. It looks like it could take some time to resolve but hopefully you'll get some money back.

Paizo Employee Customer Service Representative

Removed posts for harassment. If the conversation cannot be kept on track to the products being discussed, the thread will be locked for moderation.

Silver Crusade

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Pathfinder Pathfinder Accessories, Pawns, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Jonathan, that's extremely disingenuous. The topic is still on the July 2022 Subscription Shipping, because it's discussing people that have had problems with their orders and the lack of communication they've gotten from the CS team. If you can find time to claim harassment from asking that someone communicates with the customers that are a part of the community (some might say the most important part of the community) that she directs, but can't find time to comment on the delay in responding to customer concerns? That reads as trying to bury the problems.


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

Commentary on lack of visibility is harassment?

Don't take this the wrong way, because I agree that they may be off topic, but if heavy moderation starts up from the CS team I don't think the very predictable outcry is going to be the look you are going for.

Can we please get an update on the back log of tickets and why people are having to wait over a month for a valid response about subscription issues from either the CS Team, Director of Community, or as I expect will likely be the outcome, Aaron?

People should not be having orders backed up for over a month. There shouldn't even need to be a ticket for this to be cleared up.

When Sara Marie was supporting us she would have taken the initiative when back ordered items were reportedly backing up Sub orders and taken care of it post haste.

This has been a known issue for.... well I think I first experienced it about a year ago. At that time the CS team pro actively got ahold of me and let me know that an item would hold up the order and they were putting it in a special 'side side' cart until it could be released. Months later when they did not restock the item the team pro actively got ahold of me again and let me know they could reduce the order qty by 1 and release it. We did that.

Heather, Logan, Sam, Diego and Sara Marie are names sorely missed here in the community. Not sure if any are are still on the CS team, but appreciate that they helped me out when I didn't even know I needed it. It's stories like this are the reason why I have always yelled to the rafters about the excellent customer service from Paizo over the years.

Do better please, come with answers. It would be appreciated.


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

I agree it's pretty bad for a month to pass before a customer hears a response, but let's also remember to keep focused and keep criticism pointed in the right direction. If Paizo's upped the wages of CS department, it stands to reason they might be working with a little less than they were before. New team is pretty inexperienced and trying to fill the shoes of veritable giants. It's also Gencon season. The work they've got on their plates...I don’t envy them for it. Hope ya'll are taking care of yourselves and getting enough sleep. Aaron Shanks is also a guy I can't rave on enough. His peerless enthusiasm puts a smile on my face any time of the day.

That said, I think criticisms directed at the Director of Community are pretty fair (at least with the information I'm working with). Tonya, you fired Sara Marie. I will never understand that decision (and frankly, I doubt I want to), but when you remove a person from their livelihood, you can't just leave their responsibilities also hanging in the air. As the Director of Community...this your turf. You wanted it. Get it done. Communication's a pretty crucial part of any successful business, especially when that very success is muchly owed to the business's reputation for community engagement in the first place.

I know I'm not telling you anything you haven't heard already, but please. People are depending on you, especially your fellows at Paizo. Learn from your mistakes. Show people you're working toward change and face these problems head on. This is your opportunity to grow.

With respect.


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

I'd prefer they hired Sara Marie (and Diego) back at an acceptable increase. Not that I think someone who leaves a company, of their will or not, where they did not feel appreciated when they left would accept an offer to come back.


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That's funny, Jonathan. Anything you don't like, even if it is true, is harassment. YOU had no problem emailing me 3 weeks ago tomorrow BEFORE hours to ban me for 2 weeks and never responded to my question as to where my stuff was and why I could not download it.

I received an email earlier today from a CS rep. They recommended emailong Tonya directly at tonya.woldridge@paizo.com.

You might want to copy that down beforw Jonathan deems it harassment.


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

Like I said. It wouldn't take much to start an outcry when people are already being ignored. I mean you may have a back log that is legitimate. No one here knows about it because our requests for information are being ignored.

I would say you should talk to the powers that be before you start unilaterally culling posts from the thread because the vocal will get more vocal, not less and not just on this platform.

But.... I get the feeling that the power that be may in fact be the one who directed you to remove the post in the first place. When a problem is in the system who do the users complain to?


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Pathfinder Adventure Path, Lost Omens, Pathfinder Accessories, Rulebook Subscriber; Pathfinder Battles Case Subscriber
Terevalis Unctio of House Mysti wrote:
That's funny, Jonathan. Anything you don't like, even if it is true, is harassment. YOU had no problem emailing me 3 weeks ago tomorrow BEFORE hours to ban me for 2 weeks and never responded to my question as to where my stuff was and why I could not download it...

If I got a ban for asking for information about not getting an order issue dealt with that would be a quick way to convince me to spend money elsewhere.

Removed part of the quote that might get my post removed.


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well, I canceled my subs because of this matter to be honest. Funnily enough I asked for my subs to be dropped since next month, but I got this month's sub cancelled. They're really bad at making money, not to mention letting everyone get foundry vtt discounts for the first few hours after launch.


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Yoshua wrote:
Terevalis Unctio of House Mysti wrote:
That's funny, Jonathan. Anything you don't like, even if it is true, is harassment. YOU had no problem emailing me 3 weeks ago tomorrow BEFORE hours to ban me for 2 weeks and never responded to my question as to where my stuff was and why I could not download it...

If I got a ban for asking for information about not getting an order issue dealt with that would be a quick way to convince me to spend money elsewhere.

Removed part of the quote that might get my post removed.

I was ^this^ close to doing so, especially since it was tbe day we buried my dad but I figured if I did I would never find out.


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Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

Well, I guess they're trying. I got an email from "Jon" today -- I guess that's Jonathan Morganti -- regarding my July sub. He cancelled my July sub order and created a new order with the sub stuff in it. Except that he didn't complete the process. The order doesn't have an order number and isn't in my order history, and I can't see a way for me to authorize it. So I wrote back and asked him to do so ASAP.

Actually, in fact it was only by accident that I found that incomplete order. I had to go to one of the items on it and find "Note: You purchased this product . View order." The "view order" is a link, that's how I found it. That first sentence usually ends with "on <date>" which this one doesn't.

It occurs to me to wonder if he's the only one in CS these days. If so, that would explain why he seems a bit frazzled. Still, if that's the case, I would think that if he told us that we might, just maybe, be inclined to cut him a little slack. Not much, mind you, but some. :-)

Silver Crusade

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Pathfinder Pathfinder Accessories, Pawns, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

I have nothing against the CS reps. They are doing the best they can right now with the severely downsized department. What I would like is some communication from the Director of Community who hasn't posted in nearly a month.


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Ed Reppert wrote:
It occurs to me to wonder if he's the only one in CS these days.

For what it's worth, the "Careers" web page has not listed a Customer Service opening for over a month. It would appear that they have been fully staffed for quite some time.

It might also be true that fully staffed = one person in CS.


Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

Just got this response from Jon: That was an odd unsubmitted order that has now been submitted and added to the queue to ship.

And the order is pending. So at least there's that.

I wonder which will ship first, this one, or the August subs one? Probably the August. :-(


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Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

Also, I got that damned "too much backtracking" BS notice. Somebody needs to find the gerbil responsible for that and beat it into submission.


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Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

The one thing I know for sure right now is that I'm not ordering anything else from Paizo until these two orders (my new July subs order and my August subs order) ship.


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Paizo Superscriber; Pathfinder Companion, LO Special Edition, Pathfinder Accessories, PF Special Edition Subscriber; Starfinder Superscriber

I had an outstanding ticket on an issue unrelated to subscriptions. Tonya just responded to it about 40 minutes ago.


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

Day 2 of asking for an update on overall ticket status/backlog visibility.

Day 2 of asking what will be done to make sure that back ordered items don't hold up regular subscription orders. This could wind up making a very hefty unexpected charge when these issues are a month outstanding.

Day 2 of reminding the powers that be that Sara Marie very efficiently and pro actively handled these issues and kept the wheels turning.


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Pathfinder Adventure Path, Lost Omens, Rulebook Subscriber; Starfinder Superscriber

From just a cursory glance at her twitter feed, she's not coming back even if you personally asked her to.


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

I wouldn't either the way things went down.

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