I wanted to step in and personally speak to you about the issues we’ve had with this project.
First, we owe you an apology. We created confusion by saying fulfillment was ready to ship when the art prints had not yet arrived. That mistake was ours, and it was made worse by the timing, landing right over holiday break. I am sorry for the stress and uncertainty that caused. Our backers deserve clearer communication.
I also want to clearly address the two major issues that came up with this campaign and what we have done to fix them.
The Double Action Card Decks
We made a mistake during the campaign and allowed more card decks to be sold than we had in stock. We initially tried to limit and adjust availability after discovering the issue, which obviously made things feel worse.
We’ve now gone to our manufacturer and ordered a full new print run of the decks.
The decks are now in production. However, with Chinese New Year coming up, it will take another several weeks for the decks to ship to us. We promise to keep you updated as we know more.
We are not holding onto your main rewards for this.
All physical rewards are in hand and are shipping. Anyone who wants a deck can now pre-order one in our pre-order store.
Just to clarify:
If your original pledge in BackerKit still includes a deck, it is being fulfilled now.
If you’re ordering a deck from the pre-order store, it will ship separately at a discounted shipping cost.
Ready to Ship vs. The Art Prints
When we said fulfillment was ready to ship, that statement was incorrect because the art prints had not yet arrived. We take full responsibility for that.
The good news is that the prints have now arrived, and fulfillment has begun.
I know this hasn’t been smooth, and I appreciate the patience you have shown our team. We plan on finishing this hand properly.
Thank you again for backing Deadlands Classic, it really means a lot to us. - Frank.
We owe you an apology. The stakes were high, the hand was bold, and we didn’t quite hit the mark on this round of fulfillment.
Like a tense night in a frontier saloon, a few unexpected complications came through swinging doors we didn’t see coming. Production slowed, the trail got rough, and the posse had to regroup before pushing forward. That delay is on us. We want to thank you for standing with us! Your support is greatly appreciated, and we regret that we are getting this update out later than is acceptable. Our sincere apologies right out of the gate!
Digital fulfilment: We have been sending digital rewards to your AudioRPG accounts at http://audiorpg.net/account/login If you do not have an AudioRPG account, you will need to make one. Links should also be showing in your email! We still have a small handful of rewards to send! We have been uploading in batches, so if you are still waiting, rest assured they are on their way!
Physical fulfillment: Though slow, this is now rolling! Keep an eye out for emails regarding your specific pledges.
Decks:
Decks are being made again, available now in the preorder store!
If you have one currently in your order, the deck will come with your order once shipped.
If you do not, you can get it in the preoder store, but be advised that additional/new orders for decks will be shipped separately once they are in hand. This will not delay the fulfillment of your main pledge.
Rest assured, the Marshal hasn’t left town and this job isn’t abandoned! Work continues behind the scenes to make sure your rewards arrive done right—not rushed out the door after a bad deal at the poker table.
Thank you all for your patience as everything is delivered; any questions or concerns can be directed to [email protected].
Just wanted to post a quick update this week because we've started to get a number of emails. We understand everyone is antsy because of the holiday looming every closer, but we've started fulfillment!
All digital rewards will be made available via your AudioRPG account. You should receive an email shortly once the product has been sent.
Your digital rewards will be delivered to that account after the campaign ends. In the survey you will be asked to provide the email you used to setup your AudioRPG account.
If you do not provide an email (or not answer your survey) your rewards will be delivered to your default BackerKit email.
Thank you all for the patience as everything is delivered; any questions or concerns can be directed to [email protected].
Hello everyone. I have good news today, because we're finally moving forward. Here is a status update:
All refunds have been started for the Action Card Decks that were sold in excess of what we had available. BackerKit notes that it can take 5-10 business days for refunds to appear on back on your method of payment.
We have sent out a reminder email to just under 100 backers asking them to finalize their surveys. If you received this, please answer the survey so there are no further delays.
Backers affected will receive a refund in the amount of $1 to $11, the amount that was paid for the Action Card Deck minus shipping. Many backers will see that they owe no further charges for the campaign when they received their Lock Orders & Lock Addresses Emails.
If you have not finalized your survey and need a refund after filling it out, please email [email protected].
IF you had an Action Card Deck removed from your pledge, you will have .PDFs and Audiobooks added to your pledge. If you already own the .PDF / Audiobooks that were added, please email [email protected]. You should have received an email from Anthony, and we understand it does not make up for the error, but we want to give you something to help make up for the disappointment of not receiving your full pledge.
It is our plan to move quickly through the remaining steps so we can begin fulfillment. We have all of the physical items in our warehouse and are ready to begin shipping. We will begin fulfillment of pledges the first week of December after addresses are locked in next week.
Thank you again for your patience as we work through the next couple weeks and begin fulfillment.
First, none of the information applies to backers that pledged after the campaign during the pre-order store.
Next, we've had a number of unfortunate items happen during this campaign that have caused delays, and we are working to resolve everything as quickly as possible.
There are two issues that happened: 1. During the campaign, more Double Action Card Decks were sold than we have available 2. There was a BackerKit syncing error that caused backers to not receive surveys
What is happening: 1. EVERYONE should have received their surveys. If you’re one of the backers impacted and still don’t see your survey, please check your spam or promotions folder, or use this page: 'Lost Survey?'
2. Anthony from Vala is individually emailing every backer who purchased a Double Action Card Deck that will not be receiving one, and is working to provide a solution. This will be completed by Monday October 27th.
Timeline:
1. We are here -> Surveys have been sent 2. After Anthony has contacted and adjusted backers pledges, we will lock pledges.
3. ESTIMATED November 10th - We will ask you for your addresses and charge shipping. 4. THEN we will begin shipping.
We have the physical products in-hand, so once we get through these steps, the actual fulfillment process should begin quickly.
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This is Anthony from Vala Marketing. Here's all the details this isn't me casting blame or making excuses. I am just trying to be transparent and provide everyone with all of the information. I do want to be clear, the two issues that happened are not AudioRPG's fault.
1.CONCERNING THE DOUBLE ACTION CARD DECKS:
I failed to put the stock quantity available for the Double Action Card Decks at the start of the campaign. There were a limited quantity of these card decks from the previous 2016 Anniversary Kickstarter by PEG, and more were sold during the campaign than are available.
This is entirely my fault and I'm reaching out individually to do everything I can to make amends for my mistake.
I know this is disappointing, and if I have adjusted your pledge, you will get an email from me this weekend. This is time consuming going through each individual pledge and I have not completed this yet.
2. SURVEYS NOT BEING SENT:
I thought I reached out to all the backers already concerning the card decks issue, but notifications started coming through about people not receiving their surveys. There was an internal sync issue with BackerKit, and about half of our surveys were not sent to backers.
Because of this, I need to go back through and make modifications to some surveys that have already been completed. I am sorry that this happened and complicated things, but will do everything I can to finalize everything over this weekend.
This is the official statement I received:
Here is the link again if you’re one of the backers impacted and still don’t see your survey: 'Lost Survey?' page here.
