494 Days Since the Incident
***PUBLIC SERVICE ANNOUNCEMENT!***
The ITB domain servers went down last weekend so emails have been bouncing. We've now identified the issue and now completely resolved it so the firstname.lastname@example.org email address is back online ready for support requests.
Thank you for bearing with us, those of you may remember the last time we had a much more entertaining website issue during the campaign!
I also wanted to take a moment to apologies for the slowdown in communications recently. I've had some recent personal problems that have affected my ability to focus on work, and for that I'm very sorry. You'll be glad to hear that I'm much better now, and I'm working hard to keep things moving in the right direction.
What we've done to resolve this is to hire a team of 10 freelance customer service agents, drawn from within our volunteer base and others in the board game industry with experience of Kickstarter projects to help us, over the next few weeks to burn through all the existing tickets and properly resolve each issue. Although it's taking us much, much longer than we'd like, we're dedicated to ensuring that every single backer, preorderer or other customer gets their stuff and has had a good level of service.
It's clear that this has been a struggle for our team, the size of the campaign and the degree of skill with complex logistics and customer service platforms needed has made it very difficult for us to deliver the level of service we promised. We've recently advertised for an Operations Manager to take over our logistics and customer service work, utilising our wide network in the UK to deliver a strong customer service experience as well as to avoid the logistics issues in the first place. We've had some exceptionally strong applications so far, and we're looking forward to welcoming a new member of the team who's role will be to serve you directly and improve our service.
Backer packs are on their way from China now. We have originally planned for air freight, but due to a combination of timings of shipments and opportunistic air freighters charging 5x the usual rate, it made more sense to go with the next available sea freight shipping slot. We got these in last minute at a much better rate, meaning we'll have enough in the budget to get the backer packs out express mail to everyone, worldwide (so no waiting for 3 months if you're in Australia). The boat is due to arrive in around 3 weeks into the UK, at which point it'll go through the usual customs processes, then be processed by us to get it to you as fast as we can.
Reminder that if you haven't filled out your information on the backer pack survey, you won't get one! Even if your address details haven't changed, please fill this out to let us know you want one and where to send it to. You'll get one pack for every core/collectors/deluxe/deluxe+ game you pledged or preordered.
It took us a lot longer than anticipated to process these but we've now got all of the UK and US prints in the post, with the others shortly behind.
In the latest installment of the diorama saga, yet another producer messed us about for over a month which resulted in us having to find ANOTHER producer. We ended up going with a high end production unit to get them done, investing a further £10,000 to get them finished. We're paying more than double what we sold them for, but we need to get them to you!
The first batch is being produced now. Once this batch is in (within the next couple of weeks) we'll send the first few out express mail. The remaining ones will be complete within 2 months (Current projections by producers - could be earlier).
New Android App & iOS Build
We recently launched the rebuilt Android App with a fully revamped session companion. We're in the process of porting this to iOS to make this available to iPhone and iPad users, as well as building out the remaining features, such as the session log, isolated soundtrack and other future features like downloadable interactive Graphic Novel and more!
A while back we provided a feedback form to tell us how we can improve for future campaigns. We still want you to let us know if there are any specific suggestions of things you think we can practically do for you or other backers on future campaigns to improve what we do. All suggestions are welcome :)
Peter & the Team