Pathfinder 1E Collective thread for Paizo problems

[Hjorimir]

I received an issue that fell apart and fired off an e-mail to their customer service department. I received a reply within 24 hours and had a replacement magazine within 5 days. I couldn't have been more pleased.

I live in the United States.

 

[amaterasu]

This isn't an exclusively European problem. My mags ALWAYS come two-three weeks after the newsstand.

What? I mean it is acceptable to get the magazines that late in the Europe, but even in US?

By the way, my mags today arrived after I inquired at "The place for gamers". Four days after I requested the copies! That's the final proof that it can be done. Which leaves us with the problem to find out why ot not funtion the rest of the time.

 

[amaterasu]

I'm still waiting for a reply from Paizo. As they've had email and network problems I've re-sent the e-mail and forwarded on to other staff, including their CEO.
:\

That makes it at least two who mailed Lisa Stevens. As a last hope I will wait for her response before I forward the threads to the license owners.

 

[Demonix]

I've had a good reply from Paizo - apologizing for the problems etc. The have also promised to keep intouch with what is happening and give me details of when the issues can be mailed out to me.

This is the sort of e-mail I'd expect from customer service when something goes wrong. So it looks like Paizo is stepping in the right direction.

Lets hope this ends up on a positive note and we all can get on with our hobby and have some fun.

 

[Simon Collins]

Did you get back your remaining subscription in EUROs or at a reduced Dollar exchange rate?

To be honest, I can't remember for sure, but I'm pretty certain it was in dollars. Frankly, I was so glad to be finished with it all, I didn't care.

Simon Collins

 

[TimSmith]

Hi


There are certainly companies in the UK that would act as a central distribution point for the magazines and this would seem the most effective solution but I am woefully ignorant of the laws regarding these matters, so I will leave it up to those more knowledgeable to confirm if this is indeed a reasonable solution.

They have had a UK based company handling European subscriptions for them since around issue 98. I even subscribe directly through them. If you are from the continent you can even pay in Euros. http://www.theplaceforgames.co.uk/

(I do not know whether they handle orders for Europe placed through the Paizo website or just the orders direct to them). If you look on Paizo's news columns, there is still an announcement from the time about a European supplier.

They were not without their problems when they first took over (I missed issues 99-101) but they promptly agreed to extend my subscription. This year my payment for renewal went astray but they carried on sending me the magazine even whilst we were trying to resolve this. I think the previous UK distributors were more geared up for mag distribution (as "the place for games" mainly seems to run Card Game tournaments) but these guys seem to have their hearts in the right place.

 

[Jason Horton]

I've just received a reply from Jeremy Walker at Paizo which is copied below:

"Jason,

For the past few weeks, Paizo Publishing has been working to resolve
our fulfillment situation in Europe. Your missing issues are part of a
larger problem that has affected our service to European customers for
several weeks. I would like to be able to tell you that all of the
problems have been resolved, but unfortunately that is simply not the
case. The breakdown in our system was of such a catastrophic nature
that we are still putting the pieces back together. As of right now, I
have no new information to pass on to you.

On behalf of Paizo, I would like to apologize for the poor quality of
customer service you have received. For the past week, I have been
expecting to receive word that the problem has been resolved. The
reason I have not gotten back to you sooner is that each day I have
been expecting a solution to come “tomorrow.” That has obviously not
happened, and I can not hold off on replying any longer, even though I
still expect a solution tomorrow. I also realize I have held out too
long for good news before getting back to some of you, and for that as
well I apologize.

In the meantime, we will continue to work on resolving the problem as
fast as possible, and mailing out your issues asap. As soon as I
receive word that they have been mailed out, I will let you know
immediately. We are also discussing some appropriate compensation for
the delay in receiving your issues. I do not have details yet, but you
should expect to receive a free extension of your subscription as
compensation for this disaster.

I hope to have better news tomorrow, if you have other, specific
questions relating to your subscription, please let me know and I will
do my best to resolve them."

It is good to hear that something is happening and I hope to see my magazines in an as yet undetermined time. I'll stop whingeing for the next few days.

Jason

 

[amaterasu]

So I will do. Screening my Dungeon collection I have discovered that I am missing other issues so I am looking forward to a reply from Jeremy whether they will send them or I should contact TPFG again.

 

[amaterasu]

Unfortunately, it looks like it is time for a revival of this thread.
While Paizo apparently has fixed their communication problem, accepted their responsibilities and announced shipment of all missing issues to subscribers on Jan 17th, there are still problems at the European distributor side. TPFG seems to not have access to all subscribtion details and they are suggesting that folks should cancel subscription with paizo and subscribe directly at TPFG.

But since Paizo intending to serve all European subscribers within the next week, I would suggest that everybody who not have gotten their mags by next Friday report back to this thread.

 

[amaterasu]

Light at the end of tunnel

I started this, so it is only fair that I am also posting the good news. A lot of complaining subscribers has gotten their missing mags today and issue # 119 seems to be on time. Thanks to everybody for contributing to building up the collective pressure. Hopefully we now can concentrate on the fun of the game again.