New Physical Product Releases in January 2024

[Thrawn82]

Have their been any customer service reps regularly posting in forums and on product pages other than Aaron?

Honestly I'm more than a little concerned that if aaron left, there simply isn;t anyone minding the forums at all.

[Dancing Wind]

Paizo's President, Jim Butler, has posted a request that everyone use the "Customer Service Portal" to create new tickets for CS.

[Zhern]

Calcryx666 wrote:

Did anyone else get their PFS subscription order generated but not yet fulfilled? I mean it’s a positive sign the order generated considering the issues of the past few months, but not sure why it’s still Pending

Same as the others.

[Cori Marie]

Thrawn82 wrote:

Have their been any customer service reps regularly posting in forums and on product pages other than Aaron?

Honestly I'm more than a little concerned that if aaron left, there simply isn;t anyone minding the forums at all.

Customer Service Reps aren't supposed to man the forums anymore. The community and social media manager minds the forums, and that's Jon Morgantini

[Thrawn82]

Cori Marie wrote:

Thrawn82 wrote:

Have their been any customer service reps regularly posting in forums and on product pages other than Aaron?

Honestly I'm more than a little concerned that if aaron left, there simply isn;t anyone minding the forums at all.

Customer Service Reps aren't supposed to man the forums anymore. The community and social media manager minds the forums, and that's Jon Morgantini

Has he ever done that? or is this a future plan thing? That name doesn't ring any bells from reading these threads or the new product pages.

[Ed Reppert]

I've seen his name somewhere, possibly here. Been a while though.

[Paul Ryan]

When it comes to the digital XSociety subscriptions, I email about lack of delivery issues when I notice the latest releases are publicly available, which may be anywhere from on the release day to a couple of weeks later. With a currently two week plus delay in customer service responses, better to get into the queue as soon as I spot the problem and minimise the wait.

If a digital product is there for the public before the subscriptions process for the subscribers, there's something gone wrong. (I first noticed multiple missing months of subscriptions back in July 2023 and have had problems every month since, so this has been going on for way too long...) Actually getting a pending notification for February is a step in the right direction though.

I can't say I'm really happy with how CS interaction is going these days. The lack of a monthly release thread for February, when coupled with the ongoing customer service response delays strikes me as a bad sign of how the company is going. Hopefully things improve soon, but given that some of the subscription problems have been ongoing for close to a year by now without a fix, I'm not precisely confident.

[Cori Marie]

Thrawn82 wrote:

Cori Marie wrote:

Thrawn82 wrote:

Have their been any customer service reps regularly posting in forums and on product pages other than Aaron?

Honestly I'm more than a little concerned that if aaron left, there simply isn;t anyone minding the forums at all.

Customer Service Reps aren't supposed to man the forums anymore. The community and social media manager minds the forums, and that's Jon Morgantini

Has he ever done that? or is this a future plan thing? That name doesn't ring any bells from reading these threads or the new product pages.

Its literally his job to monitor the forums, so yes, he has. Product pages don't typically need him to step in very often, unlike other more volatile parts of the forum.

[Cori Marie]

Its also important to note that February was a *very* small release month and with the backlog of CS requests it was probably more important to continue working on tickets than do one of these threads.

[Thrawn82]

Cori Marie wrote:

Thrawn82 wrote:

Cori Marie wrote:

Thrawn82 wrote:

Have their been any customer service reps regularly posting in forums and on product pages other than Aaron?

Honestly I'm more than a little concerned that if aaron left, there simply isn;t anyone minding the forums at all.

Customer Service Reps aren't supposed to man the forums anymore. The community and social media manager minds the forums, and that's Jon Morgantini

Has he ever done that? or is this a future plan thing? That name doesn't ring any bells from reading these threads or the new product pages.

Its literally his job to monitor the forums, so yes, he has. Product pages don't typically need him to step in very often, unlike other more volatile parts of the forum.

I wasn't referring to moderation. I was referring to how Aaron is in every product page answering questions and giving info to the people who aren't likely to try to navigate the forums. If no one is stepping up to fill that role (and it sounds like Margantini has his hands full with moderating) then that is a big loss.

[Cori Marie]

Likely whoever they hire to replace Aaron will fill that role. But what you said was nobody was minding the forums, which is not true.

[Elfteiroh]

It's also to take into consideration that it wasn't really part of his "role", and that he was often doing that on his own personal time. There's no garantee anyone will step up, and Paizo can't really ask that of anyone either.

[Ed Reppert]

They can if they hire someone specifically to do it.

[TOZ]

What is the business case justification of the role?

[Ed Reppert]

No idea. Note that I said "if". Not saying they would or should.