520 Days Since the Incident
Hey there Cavers.
You've been through a lot with us on this campaign, but we've got some awesome news for this update!
Backer Pack Update
The Backer Packs (otherwise known as replacement pack, fix pack, spares pack etc) have arrived into the UK from China and are going through customs right now in the port. Once they've cleared (this will usually take a few days), we'll be able to get them sent out. Please note that we'll be sending them out UNTRACKED using standard postal service (by using this method, it dramatically reduces the overal cost of sending out thousands of packs, and helped us cram in so much extra cool stuff).
Please make sure if you haven't already, you confirm your shipping address in the backer pack survey (even if your address hasn't changed!). This way we're certain it's the most up to date.
After a pretty gruelling saga with the Dioramas, we've finally got the first wave of 25/100 in the office ready to send out. We'll be sending these out as soon as we're back from GenCon (please come along and say hi! - stand #2857), early next week. The second batch is already in production and the producers are getting faster and faster with the prints now they've optimsed their system (it's a big thing to print perfectly). We rejected 6 of the first wave of prints which were reproduced, as they were not 100% on quality. Our producers fully understood and gave us them anyway.
Obviously we don't need loads of imperfect spares in the office so we'd like to do a little prize draw for those of you that might like one. We don't want you to pay us for this if we draw your name, but if you can afford it we'd love if you could donate to your national mental health charity.
Enter below with your details and we'll announce the winners here soon :)
Please note this is only open to Kickstarter backers and late pledgers of Sub Terra.
Spares, Replacements & Customer Support Update
Thanks to the incredible work of our freelance customer support team, made up of backers, convention helpers and friends, we've managed to clear an enormous backlogue of requests from you all to resolv various issues. We're now close to an empty system, with a big bunch of replacement parts going out right after GenCon early next week to those of you that needed one.
If you have any problems whatsoever, please let us know on email@example.com and we'll get to it right away. We've made a final decision on our Operations Manager position, who'll introduce themselves next update. This new member of the team will be spnding their time ensuring we get our support responses out fast, keeping you informed and ensuring you get the support you deserve. They'll also be managing conventions logistics and other community events that I hope to see many of you at.
All of the art prints were sent a few weeks back, but if for whatever reason you haven't received yours, let us know on firstname.lastname@example.org and we'll get a replacement to you.
Frustratingly the new app is still going through iOS verification/qulity control procedures. When it's out we'll let you all know!
The Future for ITB & Kickstarter
We know we've made some big mistakes on this campaign. We've handled some things badly, and that's, for some of you, given you a pretty crappy experience of us and this campaign, one which ended on such a spectacularly high note back last year. We made a commitment to make sure we fixed everything, and we're still 100% determined to do that.
Being perfectly honest, this commitment nearly killed the company. We struggled immensely to make sure that we properly resolved all the issues we identified, get everyone their game, get spares sent out, and make good on our promises on the campaign.
I'm incredibly proud of my team for sticking with this project, and never giving up, even in spite of the staggering challenges we had to face to resolve our mistakes. In a similar vein, I've been amazed by the degree of engagement from the backer community. Not just those of you who've been supportive, but those of you who've been critical too. As much as it can be hard to receive a lot of criticism, it's been invaluable for us to learn from that experience, and hear what you've had to say. You suggestions, your problems, the enjoyment just as much as the frustration.
I want to say a big thank you to everyone who contributed to the campaign feedback survey. We'll be publishing the results along with the post mortem alongside an action plan for what comes next.
We promised that we're not going to launch another KS campaign until we've fixed all the stuff, and we're committed to that.
The big part is, what comes next? How will we run a new campaign? How will we make sure that you get a consistent, high quality experience of joining with us to make something cool? If you've got any more ideas for how we can regain your trust, and build projects together in the future, we'd love to hear from you.
A massive thank you once again for your patience and support
Peter & the ITB Team