Paizo's subscribers and customers are not asking for any extra ordinary things like communication.
If I were Sara Marie, I wouldn't come back for Lisa Stevens' paycheck.
I now have a brand spanking new order for my July subs -- they cancelled the original one. I'm guessing this means the order goes to the back of queue and I'll get it, maybe, sometime. :-(
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I now have a brand spanking new order for my July subs -- they cancelled the original one. I'm guessing this means the order goes to the back of queue and I'll get it, maybe, sometime. :-(
uugh
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Paizo's subscribers and customers are not asking for any extra ordinary things like communication.
It's the nature of the critique that I think is important.
"CS response times are getting longer and things are slipping through the cracks, more CS people need to be brought on board or a change in management needs to be made to address these issues" -- helpful, direct, relevant, valid
"Diego Valdez and Sara Marie were able to handle this and we never had any problems under them" - unhelpful, not true, wishful thinking, not gonna be rehired
Obviously Paizo has been able to make things work despite their departure for 11 months, but things have hit a snag in the past 60 days.
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I mean it's debatable that things have been working for the last 11 months. Things started getting real bad in January when the decision was made to remove the CS forums. Things have gotten worse as long standing CS staff members like Heather, Logan, Keith, and Raychel have all left the position. To say it's been smooth sailing for the last 11 months is also wishful thinking.
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If Paizo had a CS queue in 2021, and it has one in 2022, nothing has really changed, with or without the star members of its staff that people, for some reason, really are irrationally attached to like a child's favorite babysitter or a parasocial relationship.
It gets old hearing that over and over again.
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Your perspective is unrealistic Leon.
Who are you quoting? Feels like you are intentionally misquoting me. Apologies if that isn't the case, but really feel like it is.
Reality is under Sara Marie the team was pro active. I have the emails to back that up. Reality is under Sara Marie we were a much better informed customer base. Reality is under Sara Marie you rarely saw the pitchforks because when issues happened she made sure to let us know that she saw our posts and kept us updated and informed.
Reality is when they decided to decimate the CS team about a year ago, it was well after COVID, the back log was insanely long for a long time and they were JUST getting it caught up. Then they fired the person responsible for getting the back log cleared and her second in command quit in protest for the idiotic decision.
Reality is since the Director of Community took the title, fired Sara Marie, and told us she would do her best to keep us informed? They removed the forum where we were kept informed. Majority of the CS team has moved on, mostly silently, and when she took over we were getting responses to tickets within a day or 2. Now we are over 30 days out.
Reality is harder to take when it is a critique. But it doesn't make it unreal, not true, not helpful.
Not sure why you think anyone would get re hired, or why you would think that is a dig, but if you are mis-quoting me? I said I would prefer they offered the people they fired and lost their jobs back with an increase instead of firing someone who should be the one currently keeping us informed. I don't want anyone to lose their job. I want the system to work as intended.
Editted:
To remove emotional response to what I felt was a dig
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Except Paizo doesn't get to determine how they are critiqued. Heaven forbid they were teachers for all the grief they get.
I haven't really checked, but it feels like 409 posts in a monthly subs shipping thread is a record.
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First GenCon thread in the post-CS forum era at a time with only 3 CS staff onboard.
Its something of a perfect storm.
I hope the CS team get the help they need soon. <3
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They have closed applications but arent yet fully appointed, I believe. As i understand it theres currently 3 CS staff onboard but theres more on the way.
However, I do think they need more than just new hires. There are systemic problems that have been created in the last year that wont go away just with new people, imo.
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If Paizo had a CS queue in 2021, and it has one in 2022, nothing has really changed, with or without the star members of its staff that people, for some reason, really are irrationally attached to like a child's favorite babysitter or a parasocial relationship.
It gets old hearing that over and over again.
Again, nobody is saying that 2021 and 2020 did not have problems. They did. However, they ALSO had communication. That's what we're upset about. Tonya hasn't posted in a MONTH. Meanwhile there are a half a dozen threads started about the lack of response from customer service. It's Tonya's job to keep the customers informed, to let us know how big the queue is, to set expectations on when we should get responses. She's not doing that.
Has anyone emailes her? I havent had time with my new job but am planning on doing so this weekend.
Redshift Rally
any one get thier order yet from the subscription yet ? i started mine back on July 10
aug 18 just got the new AP for the drift crashers but nothing about redshift
Not even the PDF it just keeps saying pending
I sent plenty of responces to CS but nothing back even once i understand short handed but has any one heard why the delays?
If you have an order that's been pending since July 10th, you need to email CS to get them off the dime. If you've already done that several times, then you should probably email Lisa Stevens, the CEO, and complain to her.
Easyer said then done to pick up and Just Email the CEO
the sad thing is the main AP sub just sent me the new one to Drift Crashers SO its like ....ok one half works wheres the other half of this
Redshift Rally shoulda gotten got last month but their decision to release the new sub the same month they were shipping an adventure in the sub line screwed up a lot of peoples orders royally. Unforced error on their part.
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Well, I did get Redshift Rally with my august subs, after some gyrations. And I just got a shipping email for my July stuff! Thanks, Paizo! I mean it. :-)
Well, I did get Redshift Rally with my august subs, after some gyrations. And I just got a shipping email for my July stuff! Thanks, Paizo! I mean it. :-)
NO!! We lost Ed!
Still on top of the wall, watching... Kinda suspicious the dead already marched past while I was sleeping. There's a big hole in the wall these days. I sent a raven about it. Twice. Somebody better be receiving those birds. It's very cold out here!
I just sort of get lonely up on this big, icy slab sometimes. It feels like all the exciting things are happening elsewhere, in some other castle. And now I don't have any more raven friends.
I just hope everyone's okay...
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Hang in there, Opsylum, your turn will come! :-)
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speaking of turns i got a responce yesterday and seems to have gotten it straightned out
So Redshift is gonna be on its way soon now after sooooo long
FIngers crossed for you Opsylum
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To Jon and the CS team, thank you for booting my July subscription order.
I'm not replying to the email as I suspect that makes more work and that is not what I want.
Today I received the confirmation of shipping.
Thank you!
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To Jon and the CS team, thank you for booting my July subscription order.
I'm not replying to the email as I suspect that makes more work and that is not what I want.
Today I received the confirmation of shipping.Thank you!
And it arrived today! Yay!
I will continue to patiently await the combined August-September shipment which should depart Paizo very soon.