How do you get Customer Service to respond?

[CookingOrc]

I love Paizo products. My one interaction with their customer service has been terrible. Maybe I keep failing my skill checks. I don't know.
- Feb 17th I send an email to Paizo Customer Service. I got the automated response back along with my ticket ID. Great.
- TEN days later, after no response, I replied to the automated email as instructed asking for an update or ANY sort of acknowledgement. Nothing.
- March 5th, I emailed again asking for an update. Still nothing.
- Yesterday, I called. The automated message said it was outside normal business hours so I left a message. No response.
- Today, I called and got through to the Customer Service voicemail box. It said it was full and I couldn't leave a message.

So..... how do you contact a human at Paizo Customer Service?

[Cori Marie]

They are inundated with a lot of new customers recently, and the very small customer service team is working through email as fast as they can. That is the only way this team communicates, as the phone lines have been disabled since the pandemic started as everyone is work from home.

[Dancing Wind]

The phone number has not had a human answering it since the beginning of the pandemic. So, phoning isn't going to get you anywhere.

During the OGL debacle, Paizo sold more than 8 months worth of product in 2 weeks. At this point, they haven't even shipped all of the subscriptions from last month, much less all of the non-subscription items.

I expect that that many sales also generated 8 months worth of customer service requests. Their small customer service staff is likely overwhelmed.

You've got your queue number. The best you can do at this point is wait until they reach your number. If it makes you any less frustrated, I've been trying to get my subscription order straightened out for almost as long.

[mikeawmids]

I heard that if you stand in front of a mirror and say "Jim Butler" three times, he appears and locks your thread.

[Anorak]

There is a good chance that the system has eaten the ticket and/or missed it by a CSR.

My suggestion is to write a separate email, do not update the old email ticket, with this subject, to the CS team.

Subject: Request for an Update on Case Ticket [Insert Ticket Number]

Then politely ask for an update mentioning the timeframe since the first ticket was generated.

[Aaron Shanks]

CookingOrc wrote:

I love Paizo products. My one interaction with their customer service has been terrible. Maybe I keep failing my skill checks. I don't know.

- Feb 17th I send an email to Paizo Customer Service. I got the automated response back along with my ticket ID. Great.
- TEN days later, after no response, I replied to the automated email as instructed asking for an update or ANY sort of acknowledgement. Nothing.
- March 5th, I emailed again asking for an update. Still nothing.
- Yesterday, I called. The automated message said it was outside normal business hours so I left a message. No response.
- Today, I called and got through to the Customer Service voicemail box. It said it was full and I couldn't leave a message.

So..... how do you contact a human at Paizo Customer Service?

Sorry to hear you have had a bad experience. Email is the correct way to access Paizo Customer Service. (We are removing our phone number listings from the site.) We are not experiencing long wait times in processing emails, so a new message is recommended.

[CookingOrc]

Aaron Shanks wrote:

CookingOrc wrote:

I love Paizo products. My one interaction with their customer service has been terrible. Maybe I keep failing my skill checks. I don't know.

- Feb 17th I send an email to Paizo Customer Service. I got the automated response back along with my ticket ID. Great.
- TEN days later, after no response, I replied to the automated email as instructed asking for an update or ANY sort of acknowledgement. Nothing.
- March 5th, I emailed again asking for an update. Still nothing.
- Yesterday, I called. The automated message said it was outside normal business hours so I left a message. No response.
- Today, I called and got through to the Customer Service voicemail box. It said it was full and I couldn't leave a message.

So..... how do you contact a human at Paizo Customer Service?

Sorry to hear you have had a bad experience. Email is the correct way to access Paizo Customer Service. (We are removing our phone number listings from the site.) We are not experiencing long wait times in processing emails, so a new message is recommended.

Thanks Aaron. I emailed again just now. My new ticket ID number is 187196.

[LandSwordBear]

”retluBmiJ, retluBmiJ, retluBmiJ”

[waits patiently]