My not-so-lonely watch continues.
Stay safe from the raptors, warehouse crew.
I'm with you in this, comrade!
I got an email with a pending charge on Oct 27 and still nothing more. :(
That was your Authorization email. Everyone got one of those.
Is today the day?
I'm hoping today is the day, but our vigil remains. Patience is a virtue, so all we can do is be as patient as we can.
My books arrived yesterday but the corners are damaged. I have emailed customer service and hopefully they can get me sorted out. :(
Well its the 15th here in Australia and no shipping email, no charge against my bank. I suppose there is always tomorrow.
Still the 14th here, but past close of business at Paizo. Time for a "where's my stuff?" email.
Sent.
Not taking anything out on anybody. :-(
|
| 9 people marked this as a favorite. |
There simply has to be a way to release digital assets to subs on release date.
I get shipping can take time, but digitial fulfillment should not be tied to this.
Some Subscribers getting access to stuff weeks ahead of others is just something I have to live with apparently, but I should at least have access to things when they go on general release.
For international Subscribers the benefit of the free PDF is entirely wiped out by the high cost of shipping, so the least that should happen is digital assets being downable on general release.
That way there is at least some parity across the customer experience.
@David: it wasn’t you.
@oldManRobot: I agree in principle but looking at it from Paizo’s perspective it’s not all that simple. Can their software be adapted to work with this? What about the possibility that someone might cancel their order once they have their free pdfs? I’m sure there are other potential problems I haven’t thought of.
|
|
| 3 people marked this as a favorite. |
@oldManRobot: I agree in principle but looking at it from Paizo’s perspective it’s not all that simple. Can their software be adapted to work with this? What about the possibility that someone might cancel their order once they have their free pdfs? I’m sure there are other potential problems I haven’t thought of.
Its beyond the scope of this thread to address, but there is no intractable issue here.
Given that support can apparently release PDF's without shipping, it shows that if nothing else, customer experience can be improved with an excel of pending customers and a bit of time. Restrict it those who have successfully paid for a subscription at least once prior if they are concerned.
The answer to Paizo's aged tech stack is something I don't have enough information to answer.
All I can tell you is that it is a negative customer experience as it stands, and if you outside the US, a consistently negative one.
Does it mean a lot to Paizo if we don't cancel our subs? Of course not, why solve a problem that doesn't impact the bottom line. I'm simply asking them to find a solution where I don't feel like I'm getting a worse service while paying a higher price.
| 6 people marked this as a favorite. |
While I understand and anticipate delays during bigger throughput months, I feel justified in expecting better communication on the percentage of orders completed, remaining expected wait time, and for the estimated time frames in the first post to be updated daily.
It is the lack of communication that makes the delays appear unmanaged, and for individuals still waiting to remain uncertain of the status of their orders.
My suggestion - get a percentage completion report from the warehouse each evening. Update the estimated timeframes in the first post the following morning based on the previous days report.
An yes, I am still in limbo land, with no information on my order other than it is still 'pending' several days after the shipping compete estimate in the first post.
I'm in the boat of "I have my PDFs, but have no idea where my packages are." UPS-MI has gone back to not updating after several months of being fine.
I know this seems minor and that the advice is just to sit tight, but I can't emphasize enough how bad mail delivery is in my area, and how they won't so much as fart until you have tracking that shows movement. They just direct me back to contacting the sender.
| 1 person marked this as a favorite. |
I'm in the boat of "I have my PDFs, but have no idea where my packages are." UPS-MI has gone back to not updating after several months of being fine.
I know this seems minor and that the advice is just to sit tight, but I can't emphasize enough how bad mail delivery is in my area, and how they won't so much as fart until you have tracking that shows movement. They just direct me back to contacting the sender.
Same. I got my shipping email and PDFs on Nov. 1st. No info when I check the UPS-MI tracking and nothing on USPS Informed Delivery indicating that it has been handed off to them yet either.
Also, mail has been terrible in my area lately. The DMV sent something out on 10/28 to us, with a "you need to do this by 11/10" warning on it. We didn't get it until two days ago.
|
|
| 2 people marked this as a favorite. |
For international Subscribers the benefit of the free PDF is entirely wiped out by the high cost of shipping, so the least that should happen is digital assets being downable on general release.
You know what, I convinced myself.
I put in the request to cancel my order and subscription. The guy at my LFG said he'd have copies waiting for me to pick up tomorrow. So if I buy the PDF's now, and pick up the hard copies tomorrow, I actually save money and my in-hands date is much sooner.
| 2 people marked this as a favorite. |
For international Subscribers the benefit of the free PDF is entirely wiped out by the high cost of shipping, so the least that should happen is digital assets being downable on general release.
You know what, I convinced myself.
I put in the request to cancel my order and subscription. The guy at my LFG said he'd have copies waiting for me to pick up tomorrow. So if I buy the PDF's now, and pick up the hard copies tomorrow, I actually save money and my in-hands date is much sooner.
Same thing here. I could order it somewhere else, avoid paying 56€ of package (and probably additional taxes somwhere) and get my book and pdf faster.
That's weird.| 4 people marked this as a favorite. |
I’m not mad and don’t mean to come across that way. I do have a wish, though. It would be nice if there was an option on subscription orders once moved into pending, where you could click to authorize the purchase and it would go ahead and complete the charge and release the PDFs and move the order into an “Awaiting Shipping” state, or you could choose to wait in pending and have the charge+pdf+shipping happen all at once. I know there’s a tech stack and tech debt hurdle to that, but it would be nice for the planned website redesign.
Well, release day and still no sign. I’ m disappointed… again. Another time in the last boat and it has been so for a lot of times by now.
Really, I don’ t get the point of keeping going with my subscriptions….
| 1 person marked this as a favorite. |
Without my stuff shipping, I cannot buy the Foundry module for the new AP release for the discount. I guess I'll be waiting on that too.
| 2 people marked this as a favorite. |
FWIW am still in the same boat as others (awaiting shipping on release day) and reconsidering whether subscribing is the right option. I'm also an international customer so the early access to PDFs is a big benefit of subscribing as physical books take up to a month (and sometimes more) to arrive and shipping costs are high.
I have made the same points to customer service as others have made here ie. communication has been poor this month and some of the key benefits of subscribing for me are not being delivered upon.
I do think that subscribers deserve something a bit better given the predictable income we deliver to the company but I've been saying that for some time and usually get shot down when I do say it so won't go any further here.
Best of luck everyone. Hope PDFs (at least) arrive soon for those still waiting.
Without my stuff shipping, I cannot buy the Foundry module for the new AP release for the discount. I guess I'll be waiting on that too.
Same thing here but with Demiplane. Was thinking of starting to buy into that with the new rulebooks but not doing it without the discount.
Oh, Paizo, Paizo, wherefore art thou, Paizo?
You know what happens when you assume, Toz.
| 1 person marked this as a favorite. |
And again no pdfs on release day. Given international orders take the longest to get to subscribers I would think they should be shipped first. I only got the physical books for last mobth's sub yesterday. You would think if Paizo usn't going to spend the time looking regional shipping centres like other small companies manage you would think they would send international first so we weren't waiting a month after release for physical books.
Like others I think I need to look into other options if Paizo can't fix their shipping.
I think people are complaining too much. Normally this isn't an issue.
I haven't received my PDFs or a shipping notice yet (just the initial notice that the order was prepared).
I'm not going to go wild and cancel my subscription because THIS ONCE they were busy and backed up.
|
|
| 3 people marked this as a favorite. |
I'm not going to go wild and cancel my subscription because THIS ONCE they were busy and backed up.
There is no right or wrong way to engage with a business you are hoping to transact with.
If they can't meet what you personally deem to be a consistent level of good service, there is nothing wrong with changing how you do business with them.
Paizo consistently haven't rendered a service which I find to my liking, so I'm changing how I engage with them.
That's all there is to it.
| 1 person marked this as a favorite. |
I'm not going to go wild and cancel my subscription because THIS ONCE they were busy and backed up.
There is no right or wrong way to engage with a business you are hoping to transact with.
If they can't meet what you personally deem to be a consistent level of good service, there is nothing wrong with changing how you do business with them.
Paizo consistently haven't rendered a service which I find to my liking, so I'm changing how I engage with them.
That's all there is to it.
Agreed. I've only recently gotten on the subscription ride but I don't have a problem with waiting a bit outside the release date to get my stuff. I am chomping at the bit with the Remaster though because of all the lead up to this point (I did a little bit with Rage but not as bad).
I haven't hit the level Robot has but I am definitely at the point where I start to voice my concerns with Piazo. Posting in threads and making new threads about this is our, the consumers, way of encouraging them to do something about the situation.
| 1 person marked this as a favorite. |
Well today's blog says "It’s November 15th, and that means that Player Core and GM Core are now officially out!"
Well not for me, as I'm a subscriber.
Sadly I will wait... just wish someone from Paizo would let me know how long that wait will be.
An update by staff about how things are at the warehouse would be appreciated, i.e. how long it is until suscription shipments are expected to be finished.
I asked for that a couple of days ago.
| 1 person marked this as a favorite. |
I asked for that a couple of days ago.
Well, let's ask again, then. I think it's fair at this point to ask for a rough time-frame until when shipments are expected to be finished. I can appreciate the difficulty of getting literal tons of books out in a timely manner in a trying time where there is a lot more work than in the usual months, but by now surely it can't be impossible to make an estimation when they'll be finished.
I wonder if it's a problem with subscribers outside the US and Canada. I know shops have struggled to get copies of the books in the UK so was wondering if it might all be tied up in that.
|
I wonder if it's a problem with subscribers outside the US and Canada. I know shops have struggled to get copies of the books in the UK so was wondering if it might all be tied up in that.
I’m in the US… Seattle actually, and I haven’t had my order ship yet, so while I may be a fluke it doesn’t appear to be restricted to international only orders.
It's not. I'm in New York (upstate, not the city).
Well that's that theory happily defenestrated.
Back to just waiting ;)
Jeopardy theme plays...
Customer Service have now given me access to my PDFs so worth asking for that if you haven't already.
The frustration for me is the lack of engagement / acknowledgment of an issue here on these forums even though we are now a week beyond the end of the shipping window. I have asked CS a couple of times if they can advise when my order might ship and been told they can't which is frankly bizarre. When there have been previous shipping window issues, the announcement thread has been updated with new estimated dates and yet all we are getting here is radio silence. Not a good way to manage relationships with customers in my book but what do I know?
I keep checking to see if the December release message has been posted yet. :-)
Paizo must not have gotten to my late 14 November email yet. :-(
Well, half my order has shipped (3 items, including Play Core). No GM Core yet. :-(
Do you reckon their are stock issues?
I would really love if we had some kind of update? I mean its bad enough it generally takes a month to receive my physical copies after they are shipped. I am guessing I will not receive my shipment till Christmas.
I really wish Paizo would ship orders that are going to take the longest to arrive first rather than whatever their current system is which sees people with the least shipping time getting theirs 6 weeks before others.
Director of Sales
|
| 16 people marked this as a favorite. |
Hello! I know y'all are wanting to know what going on with your subscription shipment and I am here to give everyone an update.
We have gotten an immense amount of support for the release of the Pathfinder Player Core and Pathfinder GM Core, and we couldn’t be more humbled and grateful for this amazing outpouring from the Pathfinder Community. Seriously… you folx are the best!
Unfortunately, however, this added volume is coming in at the same time as a perfect storm of other issues (both foreseeable and unforeseen) and this has resulted in an overall delay in orders leaving the warehouse. Due to some internal shipping issues, a number of orders were erroneously marked as “shipped” but have not yet left the warehouse. Furthermore, a number of customers rightfully reached out to CS about the delay, and we set them up with replacement orders, not realizing that the order being replaced is still waiting to be picked up. The real catch here is that we are unable to determine which orders have left and which are still waiting to go out.
On behalf of the CS team, and all of Paizo, I sincerely apologize for these errors. Rest assured that we have taken steps to address the issue to ensure that it doesn’t happen again.
Now, for the plan forward, here is what we are going to do:
• As we cannot determine which “shipped” orders have arrived at their destination, which have left and are still on their way, and which are still awaiting pick up, we need to re-establish a baseline shipping estimate that will cover all existing shipped orders. We will now consider the shipping window for all orders that “shipped” since Nov 1 to have left the warehouse on Wednesday, November 22nd. Please note that we will be closed for the holiday on Thursday the 23rd and Friday the 24th. This should account for both orders that have yet to leave as well as the general holiday-related shipping slowdowns and give all orders, even ones that have yet to leave, all the necessary time to arrive before we give them up for lost.
• For people who have already contacted Paizo CS about an order that shipped since Nov 1, and were set up with a replacement shipment, please contact Paizo CS on the same ticket you used previously. We want to make 100% sure that you get your order.
• For subscribers who have not yet received a shipping notification for your November subscription shipment and still need your PDF, please contact Paizo CS at customer.service@paizo.com and we will get you taken care of.
• For everyone else who is waiting on any other type of order and has not yet received a shipping notification, I once again apologize for the delay, but we hope to be getting orders moving regularly again after November 27th.
I know this update will come as a disappointment for many, and I am deeply sorry. Getting into numerating the various issues that caused this, both foreseeable and not, smacks to me of making excuses for what happened, when I would much rather make solutions for the people that it is happening to. Thank you very much for your patience as we work to get things back on the proper track.
