Maglok Posted July 18, 2013 Share Posted July 18, 2013 Do keep 'us' dutchies 'op de hoogte' about total traveltime and customs issues, perhaps some nice postNL problems as well? 3 Link to comment Share on other sites More sharing options...
sliksham Posted July 18, 2013 Share Posted July 18, 2013 Just got my notification, now the panic is setting in, where to put everything, what to paint 1st, will my wife mind the dining room being full of white plastic 'soldiers' until at least 2021... I did hope I'd have the Eye Tyrant finished by the time my bones got here, now they may well be an unneeded distraction!" *bites fingernails* Link to comment Share on other sites More sharing options...
Slinky Posted July 18, 2013 Share Posted July 18, 2013 Do keep 'us' dutchies 'op de hoogte' about total traveltime and customs issues, perhaps some nice postNL problems as well? I am interested to see how much we wil be charged before we can take charge of our shipment. Having to have exact change when they deliver is kind of hard when you are not notified beforehand how much you are supposed to pay. Having a better guesstimate will come in handy. Though my carrier is a great guy who has even once offered to pay the charge himself so I could pay him back when I had the funds. It was not necessary in the end, but still a nice offer. Somehow I doubt he will be willing to advance my kickstarter package 1 Link to comment Share on other sites More sharing options...
captain tanuki Posted July 18, 2013 Share Posted July 18, 2013 The KS counter has dissapeared. Anyone knows why ? I have not received any shipping notification yet..... Link to comment Share on other sites More sharing options...
Nocturne Posted July 18, 2013 Share Posted July 18, 2013 The KS counter has dissapeared. Anyone knows why ? I have not received any shipping notification yet..... The ticker was taken down as it got messed up: @Reaper Miniatures USPS policies are causing my data to go out of sync. KS Tracker is coming down. Heads up. Link to comment Share on other sites More sharing options...
TheHetman Posted July 18, 2013 Share Posted July 18, 2013 I see from tracking my parcel on the USPS web site that it has reached the big hub at Chicago. I fully expect it to sit there for a while before doing the transatlantic hop to one of the UK parcel hubs. East Midlands is the one closest to me but who knows where it will go. Link to comment Share on other sites More sharing options...
Laoke Posted July 18, 2013 Share Posted July 18, 2013 I've come to the conclusion that Reaper are now actively trying to confuse or enrage their customers. Taking the KS counter away without either an update on Kickstarter or a message on the counter page explaining what's up is an interesting customer service decision. Link to comment Share on other sites More sharing options...
kimbers Posted July 18, 2013 Share Posted July 18, 2013 I've come to the conclusion that Reaper are now actively trying to confuse or enrage their customers. Taking the KS counter away without either an update on Kickstarter or a message on the counter page explaining what's up is an interesting customer service decision. Kit (their IT/Web etc guy) said USPS's weird postmarking policies threw the whole thing off, then it broke. It stopped at about 2100. I'm not sure if Kit could fix it, or it was worth the amount of time he would need to spend on it considering there is probably plenty for him to do, and shipping of most parcels will be done relatively soon. Link to comment Share on other sites More sharing options...
Laoke Posted July 18, 2013 Share Posted July 18, 2013 (edited) I've come to the conclusion that Reaper are now actively trying to confuse or enrage their customers. Taking the KS counter away without either an update on Kickstarter or a message on the counter page explaining what's up is an interesting customer service decision. Kit (their IT/Web etc guy) said USPS's weird postmarking policies threw the whole thing off, then it broke. It stopped at about 2100. I'm not sure if Kit could fix it, or it was worth the amount of time he would need to spend on it considering there is probably plenty for him to do, and shipping of most parcels will be done relatively soon. Not the point. At this stage I think I'm talking through cultural filters or something, but I'll give it another stab. I don't object to Reaper taking the counter down. Completely their call, and I sure as hell didn't expect them to fix it given the time frames involved. What is, to be blunt, annoying the crap out of me is they took it down without informing people that they were doing it outside of a Facebook update. Take a look on the Kickstarter comments thread and you'll see people asking "The tracker is down, and I haven't gotten my shipping notification yet, what's going on?" or words to that effect. We're even getting some people on this board asking the same question This asinine attitude of "We can't possibly inconvenience people we've already sent the product to by updating the people who haven't gotten jack yet" is beyond ridiculous, especially given they didn't actually have to inconvenience anyone. A simple splash page on the Counter saying 'The counter has been taken down because it's not working, we're still working through the last 2100 orders' would have told everyone exactly what they needed to know. Edited July 18, 2013 by Laoke 5 Link to comment Share on other sites More sharing options...
Arnifix Posted July 18, 2013 Share Posted July 18, 2013 As much as I love Bryan, next time round it would be really nice if they just paid someone to manage customer service, Kickstarter and social media over the course of the campaign and fulfillment period. This individual needs to be empowered to make updates to Kickstarter without management approval and they need a solid grasp of customer relationship management in the online space. Having professionals doing this stuff is really, really helpful as it lets everyone else focus on their jobs without feeling obligated to post after hours to forums just to placate the customer base. 2 Link to comment Share on other sites More sharing options...
kimbers Posted July 18, 2013 Share Posted July 18, 2013 As much as I love Bryan, next time round it would be really nice if they just paid someone to manage customer service, Kickstarter and social media over the course of the campaign and fulfillment period. This individual needs to be empowered to make updates to Kickstarter without management approval and they need a solid grasp of customer relationship management in the online space. Having professionals doing this stuff is really, really helpful as it lets everyone else focus on their jobs without feeling obligated to post after hours to forums just to placate the customer base. I do agree that their communication could have been handled much better, but hiring someone outside would mean that that person would probably have to get everyone together and confirm all the information they were putting out before it went out anyway, meaning that the time taken for that new person to gather the information from other people in the company, taking them away from what they are doing may make it pointless (but then again, I may be wrong). I think they just need someone internal who has been through the process previously who has time set aside every day where they can manage Kickstarter and Social Media information. Remember, Bryan usually does the customer service himself. It might have actually been a better solution to hire someone who specialises in logistics and distribution on a larger scale. Then again, hindsight is 20/20, and its easy to criticize when you're not involved. I am sure that Bryan would admit that, looking back, there are many things they could have done better, and many things that they could do better now, knowing what they have learnt during the Kickstarter. Link to comment Share on other sites More sharing options...
Orlando_the_Technicoloured Posted July 18, 2013 Share Posted July 18, 2013 But that's just the problem, in order to do an 'official' update all the owners have to sit down and have a meeting to agree the exact official wording of what to say (and presumably consider legal & business implications of what happens if they are wrong etc) and it's tricky to get such meetings together without plenty of notice (and even so it would disrupt other company business) so Brian who's on the shop floor will post what info he can (and feels comfortable doing) via 'unofficial' channels like KS comments and the Reaper facebook page (presumably while waiting for other stuff to load up or print out etc) Another issue is every time you send out an full update via KS you wake up the masses who don't follow things closely and they start following the website (remember the introduction of the tracker broke the Reaper website), and phoning up to ask what's going on with their order etc. this way of communication is not ideal but probably the best balance of telling us stuff and allowing Reaper to actually get on with shipping our goodies Link to comment Share on other sites More sharing options...
kimbers Posted July 18, 2013 Share Posted July 18, 2013 Haha, yeah, I forgot we broke the website. Hell, we broke Kickstarter at the end of the campaign We certainly taught Kit a lesson there. Link to comment Share on other sites More sharing options...
Finarfin Posted July 18, 2013 Share Posted July 18, 2013 I would try something like periodical updates. So the people know when they´ll receive info. Each monday for example, a status report "Everything ok, we have advanced on US, problems on ROW have delay them a couple days. Until next monday" Link to comment Share on other sites More sharing options...
Laoke Posted July 18, 2013 Share Posted July 18, 2013 Just a single point of communication would knock 90% of my issues on the head. Link to comment Share on other sites More sharing options...
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