Upcoming rulebook - Dark Archive not listed in my subscription.

[Hilltrot]

Well, I send an e-mail yesterday and did not even get a response stating that the e-mail was received. So Paizo sent me to this forum to publicly ask about my order . . . .

I got the rulebook subscription subscription yesterday and signed up for the Book of the Dead. The following rulebook Dark Archive had not been released yet. I do not see Dark Archive on by subscription order list. Will it be arriving as well with the first shipment or what?

[Totally Not Gorbacz]

First of all, you don't get a "we received your email" response from Paizo. They don't do those.

Second, customer service e-mail takes some time to get answered, so if you're posting on the forum the next day ... you're kind of running ahead of yourself.

[Hilltrot]

Totally Not Gorbacz wrote:

First of all, you don't get a "we received your email" response from Paizo. They don't do those.

Second, customer service e-mail takes some time to get answered, so if you're posting on the forum the next day ... you're kind of running ahead of yourself.

They should do "we received your e-mail" responses like most customer service does. It prevents people from wondering if they sent the e-mail to the right location, it can inform the user of unexpectedly long response times. Otherwise some users may continue to e-mail and expand the number of e-mail addresses they send e-mail to not knowing if the e-mail was received.

Generally, most customer service entities will respond to e-mail in 1 business day or less. So, no, I wasn't ahead of myself. It is now 2 business days with no response. I don't even know if they received my e-mail. I don't know how long I should wait. Notice how "We received your e-mail." might have helped with this.

I am glad that they changed their website to no longer list this forum as the location for customer service requests.

[David knott 242]

Totally Not Gorbacz wrote:

First of all, you don't get a "we received your email" response from Paizo. They don't do those.

Second, customer service e-mail takes some time to get answered, so if you're posting on the forum the next day ... you're kind of running ahead of yourself.

They do send out automated responses that assign ticket numbers. I have two of them pending at this point.

[Paul Ryan]

Unfortunately not everyone gets those for some reason. I've mentioned the issue of not receiving auto-responses on the forums here at least once, but I haven't had any issues needing customer service since I did so last time, so I don't know if the issue has been fixed.

[Hilltrot]

Paul Ryan wrote:

Unfortunately not everyone gets those for some reason. I've mentioned the issue of not receiving auto-responses on the forums here at least once, but I haven't had any issues needing customer service since I did so last time, so I don't know if the issue has been fixed.

Thank you very much for posting this.

My first e-mail was not assigned a ticket and if I followed the first person's advice I would have still been waiting to send another. So, I sent another and I finally received a ticket.

Hopefully, the problem can still be resolved. Now I know - Keep sending e-mails until you get a ticket.