Component Issue Update #2
Good morning, backers!
Yesterday I posted an update regarding comments about the wooden discs in the deluxe version of the game. At the time of posting this, we have a handful of comments, but still wanted to address this situation rather than delay our response. In my haste to try and give you all some kind of barometer, I did a poor job of articulating the situation. Allow me to elaborate/amend that update today with the hopes of putting backers who have issues with their game at ease. This will be a longer update, in hopes of clarifying what I failed to do so yesterday.
The production samples we approved months ago (6 copies at that time) had no issue with the discs whatsoever. The discs were only just larger than the stickers, but we decided that, with Chinese New Year looming, and the potential delay, to move forward. On all of our samples of the deluxe, we were able to apply the stickers without issue, but it was an admittedly tight fit.
Just as a point of reference, Kodama is our 6th game and 7th mass printing. The only issue we have ever encountered prior was an issue made by a pre-print engineer on the very first print run of our very first product, an issue we addressed with our backers--though this took months of negotiating with the factory and coordination.
We only received our copies of the games this last Friday afternoon, at which point there were only a few comments about the discs. Upon opening a few deluxe copies, we did not encounter these issues and decided to wait rather than comment, allowing more time for backers' games to arrive, wherein we might be able to collect more data.
By Easter Sunday, there had been a few more replies, a few of which were backers that were clearly disappointed. It was at this point that I decided to write the update. Having dealt with shipping replacement parts for three years, I know that some backers can be more particular than others--not that there is anything wrong with that; we always gladly send replacements, usually with something extra like stickers or buttons if we have them for that game and always same week (unless we are at a convention). Admittedly, I wanted to be intentionally careful as to how I addressed replacement parts for the discs, as we did not yet receive our damaged copies which we use for spare parts. This is where I began to poorly phrase things in the last update.
Firstly, I wanted to assure backers that had yet to receive their games that when sourcing a massive quantity of wooden components, there is always a fraction of games that have some issue. I know some of the backers have taken this to be an excuse, but I assure you from our end, that while the majority of the components sourced are up to standard, some less than satisfactory bits make their way into copies. I pointed this out so as to not alarm those still waiting on their games to arrive. We are not physically present when the games are being produced. We approve a sample which should represent what the final product should be. I say this only because some comments have been made regarding quality control. We have used the same factory 6 times, and this is the first issue we have ever encountered in working with them.
Were a higher than average quantity of these particular components to be requested, it would be hard for us to meet the demand, as this would mean there is in fact an issue that needs to be addressed on the manufacturing level. What I so poorly communicated at the time was, more time would be needed to properly investigate the issue, explore options, and come to a solution. I didn't want backers filling out a form that we know we could not efficiently resolve until we had more info--ie: not on a Sunday that happens to be a holiday. But again, we wanted to respond in some form or fashion. My mention of cost of shipping and whatnot came across abrasive, to which I apologize. My real point here was, if there is in fact an issue with the bits, then opening games with potentially the same issue to try and source components would not be a real solution at this time.
First thing this morning, we reached out to our manufacturing partner about this issue. We have yet to get a response, but we are confident they suggest we accurately capture as much data on this issue as possible before anything can be done. To this end, we would ask those with these issues to please do the following:
- Fill out a replacement form on our site by clicking this link
- Please provide images of the components in question and description of what issues you have encountered including the specific quantity of any components like discs
We will collect these and present them to our factory partner in working toward a solution for any backers affected by this issue. This may take time, but like the only other time we encountered an issue, we did good by our backers and fixed it. In the meantime, we hope that this can put some of the disappointment at rest. We understand that while these issues in no way impede game play, they cast a pall shadow on your experience. Rest assured, we will get it fixed. We always do. And apologies that it seemed anything other than that in my update yesterday.
In short, some people have experienced production issues with the wooden discs in the deluxe version of the game. In our opinion, those people have not yet received a deluxe copy as it is not what was promised. Please be patient with us as we try to find out how many people are affected so that we can determine the best way to right this wrong.