It is now one week since our game was released and we have good news for you. Out of the 10,000 packages we are sending out, only a fraction has so far not been delivered. The majority was sent prior to the February 13th release or the day after at the latest. We’re glad we were able to deliver the game to you on time, which was our main priority.
Nevertheless, despite our efforts a number of issues has arisen.
You didn’t get the game
There are two possible reasons for that: either you haven’t provided us with the information we need to send it, or the information was incomplete and the delivery service was not able to deliver.
You’ll know you are in the first category if you log in to your profile on www.kingdomcomerpg.com and you do not find there the waybill for tracking the consignment.
Similarly, you can find out if you belong to the second category by logging in and checking the waybill on the website of the distribution company, which in this case will show the error preventing delivery (incomplete address, telephone number etc.).
We are doing our best to resolve both cases, and if you’ve supplied us at least with an e-mail address, we will try to contact you. However, you can speed up the whole process considerably by filling in all the required data in your online profile.
We will most likely deliver the next consignment of games and rewards in batches rather than individually – one batch around the end of February and one in late March.
Please take note that after the end of March, it will not be possible to send out further physical copies and anyone who has not provided complete delivery data will be sent only the digital version of the Collectors’ Edition.
The game was delivered to you damaged
We treat complaints very seriously and deal with them accordingly. Some of our backers got damaged boxes: in this case it would be best not to accept the package from the courier and to write up a complaint report with the delivery service. Nevertheless, if you did accept the package in a damaged condition without making such a complaint, please mail to us at email@example.com and we will do what we can to help.
Unfortunately, we have also received some photos showing boxes damaged inside, which is probably due to rough handling in transit, for which we sincerely apologise. If you have experienced this, the procedure is the same: write to our support and as compensation we will send you collectors’ digital bonuses.
Contents of the edition
As development drew to a close, our most urgent priority was to get the game finished, so for a small software firm manned mainly by programmers and graphic artists, sending out tens of thousands of packages in dozens of different variations (the combinations of backer rewards really ran to dozens) was quite a challenge and we apologise that there were some hiccups along the way. We’d like to explain to you here what happened and what we are doing about it:
‘Making of’ video and Combat Academy: We haven’t forgotten these, we just wanted to ensure that the last phases of development and the game’s release were included. We’re working on that now and will send them in digital form as soon as possible.
Printed manual: in contrast to our original aim, the game has a truly massive tutorial and Codex and a printed manual seemed superfluous in this day and age, so we decided to drop it.
Signed poster: this proved impossible logistically. Dan simply didn’t have time a few days before the game launch to sign 2,500 posters, which at that time were located at the other side of the country.
Metal box: unfortunately, we discovered that the manufacture of metal boxes was much more demanding in terms of both time and logistics than we imagined during the Kickstarter campaign, so we therefore decided on a different package. Even so, we trust that its final appearance is great.
We apologise to you for these shortcomings. Any failure to deliver rewards to you, who made it possible for us to proceed with the development of Kingdom Come: Deliverance, distresses us more than you can imagine. We are truly proud of all the elements in the Collectors’ Edition and we trust that you will appreciate them. The tin figure is hand-finished and the shield hand-painted in a tiny Czech craft workshop (not a mass product from some cheap Asian supplier), anyone who got a silver coin really has 10g of real silver, the brass coin is also hand-crafted and those who have the engraving in their edition have an authentic original work of art created especially for this occasion.
Despite the regrettable setbacks outlined above, we hope we have not let you down after the confidence you placed in us. After long years of development, the game is finished and we are proud of it. Now we are doing everything we can to make Kingdom Come: Deliverance even better!
Thank you kindly for your support