Wave 1 Shipping Update + Teaser!
almost 7 years ago – Thu, Jul 13, 2017 at 12:02:04 AM

Hi unkindled,

Shipping Update

No major updates today since yesterday, we were expecting to hear from BackerKit/our Shipping Partner regarding the mixed Euro orders but we are still waiting. Once we know, we will let you know. Everywhere else is the same status as yesterday.

Again, we appreciate everyone's patience with these updates. We would rather talk to our backers daily about the state of everything - even if that means little to no change. Although at times this leads to frustration we have been pleased with backers attitudes and support of our new approach to providing everyone with information.

Wednesday Teaser

Today's teaser is a stone cold hit we feel...

We have had a few questions in the comments regarding our teaser images and what stage they are currently at. Obviously we have had these photos for a while and most of these models now are already in the tooling stages to keep our aggressive timelines of delivery. 

Don't forget the survey! https://www.surveymonkey.co.uk/r/dswave2

Praise the Sun! \[T]/

Wave 1 Shipping Update, Missing Parts, FAQ + More
almost 7 years ago – Wed, Jul 12, 2017 at 12:01:25 AM

Hi Unkindled,

Shipping Update 

• Austria/Belgium/Netherlands/Poland: we had an issue with Backerkit pushing the incorrect information out to the shipping partner's systems. Backerkit have been fixing this over yesterday/today so we are expecting an update from them tonight with more information that this has been fixed.
• Canada (French): released from our shipping partner and should be out for delivery
• Australia: air freight all booked, customs checked, pickup scheduled for this week - we will know ETA of parcels in AUS later this week and will keep you updated 
• Asia: no changes from yesterday
• IT/ES: no change from yesterday  

Multiple language pledges (i.e. ordering English and German copies) were some of the main issues with the European territories being delayed (due to how BackerKit processed them). Again - we expect these issues to be sorted asap as BackerKit are fully aware.

Missing Parts

We have had a few emails in regarding missing parts. We have satisfied some of the smaller requests already but for some of the larger issues we had to order in additional parts. These have started to arrive now and we expect any missing part queries to be answered from the 21st July onward. If you have emailed in already it will be in the system so don't worry - you do not need to repeat email relating to the same issue.

FAQ

• I finished the pledge manager after February 2017, when can I expect my game?

These will be arriving during the Wave 2 shipments in October. 

• What is the date of Wave 2 shipping?

This is currently still on target to begin in October 2017.

Survey

Apologies for the last update - we gave you the wrong hyperlink - so here is the fixed one to let us know if you want us to re-open the BackerKit for Wave 2 shipping:

https://www.surveymonkey.co.uk/r/dswave2

Friday Teaser

I think its about time we showed you a boss that is making its way from the Iron Keep and into your hands in the not so distant future...

And finally...another teaser for the unannounced project - we are loving the speculation from the backers of what this could be...

Sorry for the slightly later than usual update today, but hopefully the teasers made up for it!

Praise the Sun! \[T]/ 

Wave 1 Shipping Update + Monday Teasers
almost 7 years ago – Mon, Jul 10, 2017 at 09:47:09 PM

Hi unkindled,

Shipping

We have no updates in regards to Wave 1 shipping at the time of this posting. Most of our partners/suppliers/manufacturers do not work weekends and timezones (US) usually effect the information we have on Mondays. We expect to have some more info tomorrow and as always we will keep you posted!

Survey

We have had a load of people fill in our survey to see if its viable for us to re-open the Pledge Manager for Wave 2 shipping - if you would like this option then please take a few minutes to fill it in:

https://www.surveymonkey.co.uk/r/dswave2 

Teaser

A well dressed marvel has managed to invade today's teaser...

Play through Video

Some of the staff at SFG managed to sit down recently one evening and film a play through of the core game. If you would like to see us epically 'win' and 'fail' in equal measures, take a look at the following videos:

We will be back tomorrow with another update as promised!

Praise the Sun! \[T]/ 

07/07/2017 Wave 1 Update + Survey + Teaser
almost 7 years ago – Sat, Jul 08, 2017 at 12:09:21 AM

Hi unkindled,

Wow.

Thank you so much everyone for your response from our last update. We have been swamped with comments from backers and we couldn't be more happy. We have seen a lot of people interacting with our new hires helping out in the comment sections and answering all your questions. 

Again if you need anything - [email protected] is the best route for contacting us. We have receieved over 400 emails overnight so we are around the 48 hour response time currently (we also do not work Sat/Sun).

Now, onto the (daily) wave 1 update:

• UK: Complete  
• US: Complete  
• Canada (English): Complete  
• France: Complete  
• Germany: Complete  
• Ireland: Complete  
• RoW/Europe/Other: Complete
• Austria/Belgium/Netherlands/Poland: with Backerkit now for pushing final informaton out for shipping - expect to be released today, with shipping early next week.
• Canada (French): with Backerkit now for pushing final information out for shipping - expect to be released today, with shipping early next week.
• Australia: no change from yesterday
• Asia: no change from yesterday
• IT/ES: no change from yesterday

If you are in an above completed territory and you have not received your game yet, please contact [email protected].

Survey

Due to the amount of responses we have had from the possibility of re-opening the BackerKit Pledge Manager for additional Wave 2 purchases, we have created a quick survey to give us a better idea of how many of you would like to do this! Please if you could take a few minutes to fill it in it will help us in better predicting what we would be expecting:

https://www.surveymonkey.co.uk/r/dswave2

Friday Teaser

As promised, with each of these updates we will be giving you a few teasers of what is happening...so today's is:

 And another super secret teaser....what could this be???

Next update will be Monday from us, so communication may be a bit lighter from us over the weekend as we are off! 

Praise the Sun! \[T]/

Wave 1 Shipping Update, Wave 2 Progress & More...
almost 7 years ago – Fri, Jul 07, 2017 at 12:34:46 AM

Hi unkindled,

Shipping Update

• UK: Complete 
• US: Complete 
• Canada (English): Complete 
• France: Complete 
• Germany: Complete  
• Ireland: Complete
• RoW/Europe/Other: Complete (some outstanding issues see below)
• Canada (French): Arrived at the hub later than expected (29th June) and had a few days delay on sorting within the hub - will be going out today.
• Australia: (see below)
• Asia: (see below)
• IT/ES: (see below)

If you are in an above completed territory and you have not received your game yet, please contact [email protected].

Asia/Australia

Firstly, we would like to apologise for having let down our backers expectations here on our original shipping deadlines.

We had planned to use the same company to deliver to both of these territories and were given estimates on how long that process would take. The reality is we have been let down in 3 major areas:

• Guarantee that backers would not pay custom charges (Australia)
• Length of delivery time they would take to arrive
• Concern over parcels actually arriving

Since finding out these failings, we have taken over the process ourselves and have made some decisions to sort these issues.

1. We will be satisfying both territories from our UK Warehouse. We have done this with the RoW orders and has allowed us a greater control and information control over what is happening - cutting out the middle man and fixing issues much faster.

2. We have decided to airfreight (at significant cost to ourselves) the Australian backers Wave 1 pledges. Due to the length of time product would take to get from the UK to Australia it feels like the right thing to do by our backers. This will reduce the time significantly from this stage with airfreight taking considerably less time than a boat/truck. Customs charges will not be passed onto backers.

With this updated information - our most accurate timeline as of today is as follows:

• Asia - Parcels start to arrive with backers from the 21st July
• Australia - Parcels start to arrive with backers from the 24th July

Italian/Spanish Copies

We are working daily with our production partners to get these copies sorted as soon as we can. We have made multiple decisions relating to this such as air freighting components. Right now the estimation is still around the 5-week mark - as we know more we will inform you. 

RoW/Europe/Other

We have shipped to the majority of the RoW/Europe/Other territories from our UK hub and most copies have started to land. Please remember that depending on your location it may take longer to arrive.  In doing this part of the shipping, we have noticed a few pledges in a few territories have not fully pushed through from BackerKit.

The main areas affected were: Belgium, Netherlands, Austria, Poland

Now we have identified this we should see those be sorted in the next day or so through the system and arrive safely. 

Communication

One big thing we have accepted as a failure on our part during this last stage is communication. We were praised by backers during our Kickstarter campaign for our communication skills and clarity of answers...but during the shipping stage we really have let people down. We could talk about all the reasons why this happened - but honestly they don't excuse the fact that we have neglected the comments. So what are we gonna do about it?

• Support - Support is now back from a 3 week delay in response to 24-48 hours. We ramped the team up in scale and they have worked incredibly hard to get on-top. They are still working through missing parts and more complicated cases but rest assured everything here is being fixed.
• Kickstarter/Social Media Comments - we have now employed 2 individuals to help assist with the comment sections on KS/Social Media. They will be feeding back daily reports of issues along with helping individuals as much as they can with issues.
• Daily Kickstarter Updates - We will make sure over the next few weeks we put up a daily Kickstarter update. They may not always have updated information in them (depending on what we know) but we will keep people fully updated until the whole of Wave 1 shipping is complete. We will include some nice photo's of Wave 2 content with these updates so at least everyone has something new to look at...

Hopefully our updated commitment to fixing these issues will help people feel listened to - and listening to our community is hugely important for us at SFG.

With all our communication - [email protected] is the primary communication tool for fixing issues. Although we will be active within comments, etc. the email address above is the fastest way to resolve any issues.

Wave 2 Progress

Wave 2 is continuing at full steam in the background - obviously we have been busy finalising all the Wave 1 shipping but we can now start to share a ton! of new images of all the Stretch Goals and Add-On's you will be receiving...

We will be going over in detail all of the expansions we have created - with full breakdowns from our development team over the next few months of how each of these will function.  

Again, as mentioned earlier we will keep everyone updated during this process and message any delays (hopefully none!) and problems, if any, when we know.

We have had a lot of questions come into support requesting to add-on additional items now they have received the core game and would like to get more stuff. We will absolutely look into this and see if we can offer this prior to Wave 2 shipping - please let us know in the comments if you would like this to happen.

Finally...

A separate internal development team within Steamforged HQ have been working on something very cool... we managed to get a little teaser out of them....

Praise the Sun! \[T]/