Friday Sept 14 Update
This Friday's update includes mostly shipping and support information. While we've had a few bumps along the way, things are progressing smoothly.
We have shipped rewards to over half of all backers and are shipping more each day. Many of you have emailed or commented asking if yours has shipped or when we will be shipping a certain country. So we want to take the opportunity to explain how we are shipping and what you can expect.
The order of shipments
We reviewed many different methods for what order to ship in, including order of pledge, location, and others. Once we understood the complexity of shipping 12,000 units to 4500 people in 80 countries, we decided that it made the most sense to ship based on quantity, product, and country. Initially shipping based on quantity and product allows us to make less mistakes in packaging because we only have the products currently being packaged in front of us to be placed in the mailers. Shipping by country allows us to take care of customs forms in large groupings instead of individually. We estimated that this will let us get all rewards shipped 2-3 times faster than other methods.
What you can expect from shipping
We have setup a method to send automatic email notifications when mailing labels are printed. So you won't need to continually check the website to see if yours has shipped.
At the current rate, our expectation is to have all rewards shipped next week. If you have not received a shipping email by the end of next week, please check your spam folder or the website to see if the status has changed and don't hesitate to contact us if you think there is a problem with your shipment.
While it would seem from the comments page that there are a lot of issues with the final units, the total number issues we have received emails about is less than 1% of all Bobines that have been delivered and we are working with those backers to resolve the issue.
What to do if you have a question
Before contacting us, we would encourage you to read through our support page at http://www.fusechicken.com/pages/support. We provide positioning tips and also troubleshooting information. Many of the backers we have talked with only needed a little guidance on how the coil was intended to be wrapped. This video is included below.
What to do if you still have an issue
If you are continuing to experience an issue, please fill out the contact form at http://www.fusechicken.com/pages/contact-us. Please include your name, product, device, case model (if you are using one), and the issue you are experiencing. This information will let us resolve your issue as fast as possible.
It is very difficult for us to followup with comments and messages through Kickstarter for support requests because of the volume we receive each day and because we must manually match up your shipping information with our database. So we are asking you to use our website contact form instead of Kickstarter messages or comments for all support requests so that we can resolve it as quickly as possible.
What about the iPhone 5?
When we started this project, we committed from the outset to answer every comment and message. However, we are finding that questions regarding the iPhone 5 are taking up a large amount of time that is pulling us away from shipping, which is unfair to backers waiting on their shipments to arrive. While we will still reply to all messages when possible, our standard iPhone 5 reply is listed below:
We don't have early access to Apple products. So we will be waiting in line with everyone else on Sept 21 to purchase the new iPhone. We will also be purchasing the lightning adapter as soon as it is available to determine if it will work with Une Bobine. Getting the products is only the beginning. It will take months to figure out a new design and work through all of the details. So unfortunately, at this time we can't offer any new information regarding the lightning connector.
[FUSE]Chicken Mailing List
As we approach the completion of the Kickstarter project, we want to provide a way for you to stay up to date in the future for new Kickstarter projects and [FUSE]Chicken products. We respect your privacy and don't want to continue to utilize Kickstarter's messaging and updates system for future products. So we have setup a mailing list for you to stay informed after this project is complete. Visit http://eepurl.com/oB_3X or our website at www.fusechicken.com to signup. We will never sell or share your address.