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A semi-cooperative SF horror game where you and other crewmembers desperately fight to survive - and fulfill conflicting objectives.
A semi-cooperative SF horror game where you and other crewmembers desperately fight to survive - and fulfill conflicting objectives.
30,553 backers pledged £3,080,833 to help bring this project to life.

Shipping update / "Melted" soldier problem

Posted by Awaken Realms (Creator)
304 likes

Hello guys! 

Today we have for you a quick update from shipping of ENG Wave 1 and then we want to address a problem some of you might encounter - "Melted" soldier and give you quick update on this issue! 

Shipping update 

This shipping update is for 1st wave English edition only (you can check your order at www.gamefound.com). You need to have English Pledge and 2-wave shipping. 

USA & Canada  

This week containers should reach the ports. Some of you spotted that one of the ships was already in Miami, but the port of destination for us is Jacksonville. As soon as the ships will reach port we should have a better idea on the further timeline, but as we fear it does not look like we will be able to deliver before Christmas. So it will be either after Christmas on first weeks of new year.

We will keep you updated! Here are tracking for boats:

Long Beach Trader  

HONOLULU BRIDGE

Europe

All shipped. If you have not recived your game or tracking and you are 100% sure, that you have English eddition and 2-wave shipping, please open a ticket at our support (https://gamefound.freshdesk.com/support/home)

Asia

All shipped. If you have not recived your game or tracking and you are 100% sure, that you have English eddition and 2-wave shipping, please open a ticket at our support (https://gamefound.freshdesk.com/support/home)

Australia and Oceania

All shipped. If you have not recived your game or tracking and you are 100% sure, that you have English eddition and 2-wave shipping, please open a ticket at our support (https://gamefound.freshdesk.com/support/home)

Rest of the World

All shipped. If you have not recived your game or tracking and you are 100% sure, that you have English eddition and 2-wave shipping, please open a ticket at our support (https://gamefound.freshdesk.com/support/home)

Acid / Melted Soldier

Since the delivery of the game we got feedback about "melted" soldier - at first it seemed like a rare case, but right now after delivering bigger batch of orders we grown to believe that this issue might be more common then we originally expected. Whole issue is with "melted" details on the front of the soldier - while miniature is still functional, it's quality is way off. 

While we can joke around, that it is a bit thematic for Soldier to be melted a little by Acid in the game - this issue is serious for us. 

On a personal level, we are quite heart broken. We wanted Nemesis to be a perfect experience for our backers, we put so much effort into every little inch of this game. We personally have fly to China few times, to oversee production and make Quality Control ourselves. 

We emphases to the production plant QC so many times and request 2 separate Quality Control stages. This not only is way cheaper (you do not have postal cost for sending replacements) but also much better for the customers, as they do not have to bother with Customer Service. Yet, this whole situation happened. 

Those of you, who got this model, you have a full right to feel disappointed - but do not worry, we will be shipping replacements. More on that later. 

What happened...? 

We had long and serious talk with our producer. So, from our investigation, it seems that at some point, steel mold for the miniature was damaged and factory did not spot it and just packed the orders with "melted" soldiers. This is very uncommon, as steel molds are made for dozens of thousands of miniatures to be made without any quality loss. 

How can I know if I got "melted" Soldier? 

Below you can see example of good vs bad model. So far, from Customer Service report it seems that this issue should not be experienced in Sundrop models (as those models were cast first, so the Mold was ok while casting them) - but you can also see example of correct Sundrop model below. 

 A bit more close-ups and examples

How to proceed from there? 

If you have melted soldier, please open a ticket at our Customer Service:

https://gamefound.freshdesk.com/support/home

What is the scale of this problem...? 

To be honest, at this point we do not know, as many people could not know they have miscast miniature. So far we have delivered around 8 000 games and we had around 300 request for soldier replacement. Even this number is unacceptable, but we fear it will be bigger. 

But whatever it will take, we will send replacements for proper miniatures to you guys. 

How soon can I expect replacement? 

We are figuring it out now. Upcoming Christmas does not help. Generally, what needs to be done is to have a new proper Mold (already in progress), so that we can produce  new miniatures. We will send them from China to our office in Poland via Air to have them ASAP and from Poland we will be shipping replacements directly to you guys via letters. We we will be able to start shipping replacements most probably in January.  

Will Language editions / 1-wave orders be affected...? 

No. we will have all Soldier miniatures inspected and produce whole new batch of them. 

Are there any other big Quality issues...? 

So far outside of the Soldier we are within industry expected standards. There are cases of miniatures that are wrongly glued, sometimes too much glue was applied, sometimes game box gets damaged. While those things sux, unfortunately they almost always bound happen with projects of this magnitude. On positive side - those cases are pretty rare. 

Obviously replacement for all of those should be shipped soon too. 

What lesson did we learn...? 

We need our own representative for Quality Control for WHOLE process. We thought that if we will set the processes, show exactly QC team at the factory most common mistakes and personally investigate few thousands games, that it will be enough. 

This event showed, that unfortunately it might be not. We already hired QC manager, who will be traveling to China at much regular bases and be there through whole production process and this is how we will want to proceed with all our future projects. 

All in all...? 

Sorry guys for this situation. As we have wrote earlier, personally we are really disappointed as we wanted this game to be perfect and whole team was working really, really hard to deliver that. 

Other news 

We know that a lot of you wait for information about Language editions - we are currently waiting for the news ourselves. Again, Christmas time does not helps much, as for many publishing houses this is the most important time of the year, when they are extremely busy. We hope that soon we will have exact final dates of production and delivery. 

Also - we are quite satisfied on how the expansions are turning out, as we are working constantly on their development. We will be posting some details early at New year! 

Capt. Dan, Christian Lacerte, and 302 more people like this update.

Comments

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    1. Daniel Shessel on

      Do we have an update on when shipments to Canada will begin?

    2. Missing avatar

      Trungel Dénes on

      Can i order a new set of crew? I like to paint hem diffrently. Is it possiblie?

    3. Jacob Nordquist on

      Received game 01/02/19. My soldier is slightly melted, thinking that after some paint it will look ok.

    4. Missing avatar

      Daniel Dück on

      @Marius AR would have posted an update something. As long as they don´t i wouldn´t get my hopes up. earliest should be february

    5. Marius Mik Kammueller on

      Hello Guys

      Could this be true!? German language Verson 15.01.2019. That would be fast...

      https://www.fantasywelt.de/Nemesis-Board-Game-DE-Kickstarter-Edition

    6. Michael Ahn
      Superbacker
      on

      I raised a ticket and am working through the process. Small issue for a great game.

    7. Michael Ahn
      Superbacker
      on

      Received on Dec 31. I have the melted soldier. :(

    8. Amarice on

      For localized editions and one-wave shipping backers, could you fix the insert to make all the sleeved small cards fit? Thanks.

    9. Will B. on

      Melted soldier here. Oh well, it it can be replaced then no big deal.

    10. Missing avatar

      Sonja Ljostveit
      Superbacker
      on

      How will the problem with the melted soldiers affect the 1-wave shipment people?
      They will not be able to report any problem before they get the whole shipment thus making it a bigger problem then initially believed.

    11. Missing avatar

      AdamJ on

      Shipping update: Received mine on 12/31 in NH.

    12. Daelan Scroggins on

      ...and sadly I had the melted soldier :(

    13. Daelan Scroggins on

      Just adding a data point for people asking about shipping, I received mine on 12/29 in Indianapolis

    14. Missing avatar

      Kenneth Minchin on

      Sounds like some of the US copies are going out, exciting!

      AR: Any news on the Canadian copies?

    15. Missing avatar

      Chris Pulliam on

      I got my tracking number tonight. Its set to come friday

    16. Missing avatar

      Adam Pillari on

      We are in business! I just got my fedex tracking email. Scheduled to get mine by next Friday, so hopefully others are in the same boat.

    17. Staggeron on

      Be nice to get an update on US shipping.
      One ship left Jacksonville FL already and the other is apparently going to GA?

    18. Missing avatar

      Shawna LaDelpha
      Superbacker
      on

      Any update on the painted player minis?

    19. David Greenwood on

      Any word on the US shipments? Do we know if the fullfillment center has started to ship?

    20. Missing avatar

      nelson ruiz on

      still waiting for a change in the tracking status. I will continue to wait.

    21. Cody Boyd on

      Yup still waiting for a change in the tracking status. I hope we hear something soon.

    22. Missing avatar

      Adam Pillari on

      No change in mine. Just shows as "Ready for shipping" on gamefound.

    23. Missing avatar

      CrowJenkins on

      @Nelson De Matos

      Nope =(

    24. Missing avatar

      Nelson De Matos on

      (Asking U.S backers) Has anyone received any shipping updates yet?

    25. Missing avatar

      Jade Kunda on

      Hi guys! Thanks for the constant feedback and updates, in your next update do you think you could send information about the add-ons like the space cat figures, etc? REALLY looking forward to getting those. Thanks!

    26. Missing avatar

      CrowJenkins on

      Cannot WAIT to get this!!! Saw that the ships arrived and left Jacksonville. Any update on shipping?? Also, when they do ship, how/when/where can we get the tracking number? Thanks!!!

    27. AR_Jordan Collaborator on

      @Timm You can access your pledge manager here: https://gamefound.com/

    28. Missing avatar

      Timm Funke on

      how can I see, which language Version I have ordered?

    29. AR_Jordan Collaborator on

      Aikas about 20 hours ago Report spam
      Hey bros, just a question: When is supposed to be shipped the langauge versions? (ESP) Thanks for being in constant communication by the way!

      - They are being translated now. As soon as we know better when they can be ready we will let you know!

    30. AR_Jordan Collaborator on

      Robert Anthony Kielbicki 1 day ago Report spam
      Played it today on a friends version who had the 2 wave shipping and noticed a few errors in the text in various areas including cards and rulebooks, are you addressing these for the next lot of games shipped next year?

      - If there is time enough to fix these before printing yes.

    31. barbapere on

      As everyone said, really appreciate commitment and open discussion.

      Maybe gimmic can be that when you find nest there is melted soldier in there. At first he is NPC, but when someone dies he can play him. He can start with one or two infected cards. This would need to be further developed though.

      Also, maybe add in insert of SG box one more space that is generic for soldier and medic. Then ship new soldier in it and people can replace it with medic, so you do not need to have medic in separate storage box. Although this would not be best if melted soldier is made as gimmic, since then you would need both minis.

    32. Jan Marcinkowski on

      @Krzysztof https://www.kickstarter.com/profile/1158551665
      Where did Rebel announce that? I'm following their social media pages and their website and I haven't seen such news.

    33. Aikas on

      Hey bros, just a question: When is supposed to be shipped the langauge versions? (ESP) Thanks for being in constant communication by the way!

    34. Robert Anthony Kielbicki on

      Played it today on a friends version who had the 2 wave shipping and noticed a few errors in the text in various areas including cards and rulebooks, are you addressing these for the next lot of games shipped next year?

    35. Missing avatar

      Anna on

      My soldier is also melted. Just opened a ticket.
      I have no problem with it taking some time. While the soldier is not perfect and I would like him replaced, he is still usable.
      Looking forward to the rest of the game

    36. JimmyRibi on

      I have submitted a ticket for the melted soldier.
      I haven't had time to check if any other components are broken. I have too much stuff to do this month.

    37. Missing avatar

      Krzysztof on

      If someone is concerned about language versions - Rebel announced yesterday that Polish version will be delayed to May/June so I suspect other versions are delayed too.

    38. Shoes on

      @Freddy - thanks for the response - hopefully the solider issue is not so widespread. But note that what I meant was - I now know what 'Good' for the soldier is so I can compare but... there have been some people saying that their pilot and/or their scientists seemed to have issues also (weird head sculpts, etc). So it would be nice to have a "Good' comparative for the other main characters as well. it sounds like the Intruders are all arriving in really good shape and with great detail so not worried at all about those.

    39. Missing avatar

      Seo Crosby
      Superbacker
      on

      I think the melted look is kinda cute ^_^ Totally get how heartbreaking this must be for you folks. You did the very best you could so don't beat yourselves up too much. Thank you for the update and I'm super looking forward to this game

    40. Jimmy Segrist on

      You could send us a pewter soldier as a sorry?

    41. Jack D
      Superbacker
      on

      @Ash - Looking at previous updates, I'm pretty sure the non-English versions are still on track for the expected time, which is 3 - 5 months after English version fulfillment.

    42. Ash
      Superbacker
      on

      hey i'm in France, have you some info about shipping ?

      in europe chapter you only speack about english version :(

    43. Freddy
      Superbacker
      on

      @Shoes - FYI: only a certain percentage of the boxes seem to have the melted soldier problem. The minis in my box are all fine, and the detail on all of the minis is very much along the lines of the "good" pictures posted above. So that is definitely the level of quality you can expect. Once you receive your box, if there are issues with any particular mini, just take pictures and send them to AR support.

    44. Shoes on

      Being in North America, I won’t have my box for a few weeks but it’s starting to sound like there’s a good chance the soldier will not be good. I don’t expect perfection but will be disappointed. I’m expecting Nemesis will be right up there with my most frequently played games but like many gamers I have plenty that sit on the shelf so when I get a game like this, I will open if, spend time painting it and then not play until I am done (cause I never know how many times I’ll get it out). So, I won’t be complaining but will definitely open a ticket for immediate replacement. Anyway.. fingers crossed the N.A. Shipments will be good. I do appreciate AR’s attention to the issue but the minis were a big draw for this game (Hello Android in wave 2). Along with the pictures of the ‘Good’ soldier it would also be nice to have AR post a picture of the ‘Good’ versions of the other characters as well. I don’t mind gluing on a tail or two but it would be good to have a sense of whether the others we get are up to par.

    45. Ronaldo Aquino on

      Thanks for that! I thought my box was just left somewhere.. warm.
      Have submitted a ticket.
      Can't wait for my Carnomorphs!

    46. Missing avatar

      christian.kretzschmar@gmail.com on

      Props to you, your openness and the way you are handling the situation, as a matter of fact, the whole campaign. I have experienced otherwise elsewhere.

      To all other Kickstarters, this is how you do it.

      It's really been a joy following this campaign from day one. Thank you for that.
      Would back any of your projects again. (If I had the money 😁)

      Merry Christmas

    47. Missing avatar

      Norman on

      Thank you very much for this open update on issues. Just reinforced my good opinion on your Kickstarter!

      Something like this can happen and do happen even to establish products (like GW figures) from time to time. You shown with the quick response the necessary professionalism thanks =)

      Any news about the timeline for language editions? And will the 2nd Wave (Addons and stuff) delivered together with the others? (I think those will not be translated right?)

    48. Missing avatar

      Chris Leopard on

      I've had AR held in high regard since I first backed this project and seeing you be open about the problems with the solider mini is testament to that. Continue being open, honest and sincere about mistakes/problems that arise and you'll keep the community on your side. Overall your product is fantastic, keep it up.

    49. Alex Donati
      Superbacker
      on

      Can I receive update for my copy? Nothing has arrived