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Pathfinder Roleplaying Game Superscriber; Pathfinder Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber
Hi, is there any alternative way of reaching out to Customer Service? I emailed customer.service@paizo.com and got the automated response that a support ticket was created and the team will reply shortly. There wasn't any promised ETA.
It's been over a week and I replied to the email several days later to add a comment just hoping for a status update or a general ETA but still nothing. This seems really frustrating as there seems to be no path forward if Customer Service just doesn't reply or acknowledge the ticket via email.
There is no Customer Service forum anymore. There is no phone number anymore. I've had the Paizo Advantage subscriptions for over 4 years now and this is the first time I've felt punished for being a loyal customer. I had the same issue as others where the Pathfinder Society Scenario orders weren't being generated since September 2023 and even just reply for an ETA update on my ticket would have been enough.
Paizo's Customer Service was always top-notch in the past and the thought of having to go through this process in the future for any issues is... intimidating.
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Adventure Path Charter Subscriber; Pathfinder Starfinder Adventure Path, Starfinder Society Subscriber
Sadly not. As of my last resolved ticket, which was for my missing December Society subscriptions, the delay from email to response resolution seemed to be about two weeks.
It's only been about 8 days since I emailed for my January Society subscriptions which I'm still waiting on.
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Pathfinder Maps, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Charter Superscriber; Starfinder Charter Superscriber
I'm also still waiting for a response regarding the December and January scenarios.
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Pathfinder Adventure, Adventure Path, Lost Omens, Pathfinder Accessories, Rulebook, Starfinder Adventure Path Subscriber
It seems there is a backlog again with CSR tickets.
singingzombies, I am not waiving your frustrations away but I'd argue patience. This happens from time to time with the CS team. I've been a subscriber since 2007ish. In the end, they always come through.
As for the PSociety issue, since day 1 I have had the issue. Now and then I have to send an email to have them manually sent.
Anyway, wanted to chime in as I too am waiting on a response and got the backlog email in January.
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I ordered two copies of the new remaster pocket edition books, one for a friend and one set for me. My friend received his but I have not (over two weeks now) and the tracking number for my package doesn't work. I submitted a ticket to support and it took them over a week to reply that sometimes orders get combined and shipped to the same location (they did not).
Ughh.. They didn't check on where my package was or in any way try to help. I sent a reply and called and left a message but haven't heard anything back for over a week now. Working through an email exchange that takes over a week per response is terrible but there seems to be no recourse. I tried the support portal but I can't log in, it doesn't appear to be the same account info as the rest of the site. I'm finding this very frustrating.
That's a frustrating story, and it's true that the customer service team is very backed up right now.
But there never has been a "support portal", so I'm not sure what you're referring to. Perhaps the "retailer portal" for people who own gaming shops? If so, that team can't solve problems for people who ordered directly from Paizo.
The phone number has not been in opperation sinde the Covid shutdown, so that's not going to help you reach anyone.
As usual with customer service queues, it's better not to start a bunch of new cases, since that will simply slow down their response when they have to spend time condensing all the cases into a single number.
Respond to the email you got with more details about the package your friend go not containing your copy of the book. That's likely to be your fastest option.
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They were trialling a support portal a few years back (a couple of my tickets were run through there as a test).
Maybe they left the website up even if it never got formally rolled out?
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I'm guessing they're not using the portal anymore but you can still see it at:
https://support.paizo.com/support/home
When you call Paizo's main number you can choose "1" for customer service which then says all their support staff is remote now or you can go to the support portal and it gives the address above. You then can leave a message.
wow... They REALLY need to clean up some stuff.
I'm sure they're backed up with tickets but it sounds like it's been that way for a very long time. I looked on their careers page and there isn't any openings for customer support but their linkedin page had a customer support position open a few weeks ago.
It's not good when a company has seemingly ignored problems like this.
Pathfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
They haven't ignored problems. At least not recently. (we won't talk about the things that led to the Union getting formed). Yes, they are currently backed up on tickets, no that's not the end of the world. I'm not sure where you found the support portal, but I've never seen it linked anywhere and with the turnover the CS team had a few years ago, it's very likely nobody at the company remembered the page existed. Also not sure where you got the phone number, because a few years ago I tried (and thought succeeded) in pointing out all the places on the website that it was for them to remove.
Pathfinder Adventure, Adventure Path, Lost Omens, Pathfinder Accessories, Rulebook, Starfinder Adventure Path Subscriber
1. They are down three senior positions/hiring for them: eCommerce Manager, Warehouse Manager, and now with Aaron having left, Marketing Director.
2. The CS Team had a recent turnover/hiring.
3. There is a backlog with the CS team and with the Masters shipping
4. The best recourse is to keep emailing within your support ticket. I had a three-week wait for my subscriptions to get turned back on. (Thank you Kait!)
5. I still see the phone number places and the support ticket system in my account window.
That said, while frustrating slackernackt, Paizo always bends backward to solve the problem. Keep the faith!
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When I didn't receive an email back for over a week I tried being proactive and I simply googled "paizo phone number" and "paizo support". Both had results for the phone or support page.
I've worked in the IT industry for over 20 years and half of it as a manager/director and all of it dealing with customer service. Don't get me wrong, I'm not expecting white glove treatment and demanding for a resolution right now, but 1-2 week response time is very excessive. While not the end of the world it IS unprofessional. There is no way I could let my team have that kind of response time nor would I expect it from a company I bought goods from. Having long response times like this would indicate that someone, somewhere, doesn't care or doesn't have the resources to fix the problem. There should be some SLA's (service level agreements) in place, internally, to help themselves know if they need additional resources and to provide better support. This doesn't sound like it's just a blip because someone was out sick for a few days. It sounds like it's been a multi month issue (according to the other posts).
Echoing the original post, it is very frustrating that there is no other avenue for communicating with Paizo other than a support email that, at best, is 1-2 weeks out.
Anorak wrote: 1. They are down three senior positions/hiring for them: eCommerce Manager, Warehouse Manager, and now with Aaron having left, Marketing Director.
2. The CS Team had a recent turnover/hiring.
3. There is a backlog with the CS team and with the Masters shipping
4. The best recourse is to keep emailing within your support ticket. I had a three-week wait for my subscriptions to get turned back on. (Thank you Kait!)
5. I still see the phone number places and the support ticket system in my account window.
That said, while frustrating slackernackt, Paizo always bends backward to solve the problem. Keep the faith!
Thanks for the info. I know people rarely see what's really going on. Still frustrating, but I'll keep emailing. I just wanted the pocket edition books... :( lol
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slackernackt wrote: There is no way I could let my team have that kind of response time nor would I expect it from a company I bought goods from.
...
Having long response times like this would indicate that someone, somewhere, doesn't care or doesn't have the resources to fix the problem.
100%. And really, "doesn't have the resources to fix the problem" just pushes the problem up one level in the organization. And sure, over the course of days, or even weeks, disruptions can and do happen (though even they can be planned for). But persistent problems that stretch into months? One way or another, that is a failure of management, plain and simple.
Paizo's President, Jim Butler, has posted a request that everyone use the "Customer Service Portal" to create new tickets for CS.
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