President
|
| 8 people marked this as a favorite. |
We are well past time for an update, and that's on me. We're currently digging out from a few issues:
1.) Tracking numbers are broken again, sending invalid numbers to customers. Our tech team is investigating how this happened and determining a fix for it. We don't have an easy way to get tracking numbers out to people, but we definitely owe everyone a response to it. This has generated a large number of tickets, and our best advice now is to wait a few weeks for your order to arrive (longer for international orders).
2.) Many users are reporting issues with their Pathfinder Society and Starfinder Society PDFs not showing up in their downloads. The tech team is investigating the source of this as well.
3.) We have many requests to swap out the softcover Seven Dooms for Sandpoint for the hardcover version. That's currently a priority so we can get those products shipped out with the rest of the March releases.
4.) We are down a customer service agent, and that will be filled from a transfer inside the company.
We are asking some employees to jump into the current ticket queue to help us get caught up (and that includes me), but the ticket queue likely won't go down much until issues 1 and 2 are fixed. We are working through the issues as quickly as we can.
Reminder: Please do not post your issues to this thread. If you need to create a ticket, please do so at the Customer Service Portal.
Thanks again for your support of Paizo.
-Jim
|
President
|
| 1 person marked this as a favorite. |
Thanks for the post.
If you want people to use the Customer Service Portal, please make a blog post and add the link to the footer
Currently, when you click "Contact Us", there's a page with a column labeled "Customer Support".
The link under that heading for "Customer Service" creates an email for customer.service@paizo.comThis post is pretty obscure, so I'm not sure people are actually going to be using your "Cusomer Service Portal" until Paizo makes it visible to more people.
All tickets created at the portal go to the same customer service inbox as the email does. The portal has some answers to frequent questions that can let people get answers immediately rather than waiting for a CS response. We'll be expanding on those over the next month or two.
But yes, we still need to update the Contact Us section to point to the portal. Thanks for the feedback!
-Jim
| 4 people marked this as a favorite. |
There's a portal? Whaddya know?
| 3 people marked this as a favorite. |
There's a customer service portal? You learn something new every day.
| 4 people marked this as a favorite. |
Either it's new, or they forgot to tell us about it when it was new. ;-)
| 1 person marked this as a favorite. |
Whilst the news there is a portal is welcome (if announced in a somewhat obscure way) the fact that subscription PFS downloads that people have paid for are still not being added to accounts automatically despite this problem existing for several months is worrying to say the least.
I cancelled my Paizo subscriptions in the autumn due to issues with severely delayed shipping but have now re-subscribed to just about everything. I am now already worried that this was a mistake. The PFS issue is one thing but I am also concerned at the wider CS backlog and the fact that there is no post announcing the scheduling for March releases.
I remain hopeful that things are ok but they don't look good right now.
Either it's new, or they forgot to tell us about it when it was new. ;-)
There wasnt a big song and dance about it but it was mentioned on the forums here and there. I cant remember if it ever got out of the "trial alongside emails" stage.
My scenario subscription has several missed deliveries – in fact, automated delivery has been broken for months AFAICT. I'd be very happy to work with you to help diagnose it and take some load off your CS agents.
Help me help you!
|
President
|
My scenario subscription has several missed deliveries – in fact, automated delivery has been broken for months AFAICT. I'd be very happy to work with you to help diagnose it and take some load off your CS agents.
Help me help you!
Please make sure to put in a ticket for the missing scenarios so we can get your account squared away.
Thanks for the offer! We'll reach out to you via email if we need additional accounts to look at.
-Jim
Regarding requests to swap out SDfS SC for HC... Does this concern active subscriptions and mine just hasn't added it to my orders, yet, or is this about people who bought the wrong version by accident and now want to change that? Because so far I see neither a soft- nor hardcover for it in my orders and I am subscribed to PF Adventure Path, Lost Omens, Adventure, Rulebook and Society...
|
President
|
Regarding requests to swap out SDfS SC for HC... Does this concern active subscriptions and mine just hasn't added it to my orders, yet, or is this about people who bought the wrong version by accident and now want to change that? Because so far I see neither a soft- nor hardcover for it in my orders and I am subscribed to PF Adventure Path, Lost Omens, Adventure, Rulebook and Society...
Adventure Path subscriptions will have the softcover by default. If you'd like to swap it out for the hardcover, please send a support ticket in through the Customer Service Portal (email works too; they both go to the same ticketing system).
-Jim
| 5 people marked this as a favorite. |
Just wanted to shout out Kait in the CS department! The PFS scenario subscription seems generally v broken, but Kait's been great at helping me get PDFs for the last 3 months. They're consistently kind, even when I'm frustrated & not my best self/short on patience. The tech team resolving the problems might need someone to cast Guidance on them, but Kait has been doing a stellar job while IT is working through the issues.
|
| 1 person marked this as a favorite. |
So today, over 3 weeks after the PF society subscription order was generated on 2/27, the order was finally charged and fulfilled. This after I already purchased the same product manually. And also after I requested the subscription be cancelled last month.
I know you folks are trying...but it's trying my patience too!
Yes, I've submitted a CS ticket. Hopefully they can cancel the 2nd charge quickly.
Follow-up on my end: the last couple of scenarios arrived as expected and on time, and the Spice is once again flowing. Hopefully whatever got fixed stays fixed! Thanks!