completed Reaper Bones 4: Enthusiasm and Commentary Thread

[Skallabjorn]

Currently not sure which direction my madness will take me with the communication blackout. Tryin to maintain a level of stoicism, but the voices.....

 

 

[Paradoxical Mouse]

12 minutes ago, pinkymadigan said:

This is getting pretty maddening, I agree. The reason I keep coming back and checking FB is for information on why there is a delay, but they don't seem to be talking. Instead, picture of a cat. So they have time to post, just can't tell us what is going on.

That's the post I mentioned earlier. Along with it was some commentary of fixing KS issues, which is what led me to worry they plan to fix all of the Canadian order issues before shipping to NA.

[Mckenna35]

I'm dreaming

of my new Bones Minis

Unlike the ones I've had before!

With some brand new Dragons

but no new Dagon

and a barge, that's bigger than my head!

 

[kristof65]

Just now, Paradoxical Mouse said:

 Along with it was some commentary of fixing KS issues, which is what led me to worry they plan to fix all of the Canadian order issues before shipping to NA.

My guess is that post means they need to address the issues that popped up with the Canadian fulfillment so that it doesn't happen to their US orders, too, not that they're going to fix all the Canadian's orders right away. 

[Paradoxical Mouse]

Just now, kristof65 said:

My guess is that post means they need to address the issues that popped up with the Canadian fulfillment so that it doesn't happen to their US orders, too, not that they're going to fix all the Canadian's orders right away. 

I hope so.

[Chris Palmer]

1 minute ago, Mckenna35 said:

I'm dreaming

of my new Bones Minis

Unlike the ones I've had before!

With some brand new Dragons

but no new Dagon

and a barge, that's bigger than my head!

 

 

 

Sing it, Bing! 

[Looter]

18 minutes ago, pinkymadigan said:

This is getting pretty maddening, I agree. The reason I keep coming back and checking FB is for information on why there is a delay, but they don't seem to be talking. Instead, picture of a cat. So they have time to post, just can't tell us what is going on.

Where was this?

[Cyradis]

2 minutes ago, kristof65 said:

My guess is that post means they need to address the issues that popped up with the Canadian fulfillment so that it doesn't happen to their US orders, too, not that they're going to fix all the Canadian's orders right away. 

 

I don't know if I should be pestering them right now, or hold off until they are back in a normal swing of things.  Also would hope that they have a way of *not* doing their usual full replacement for flawed items - I don't need another whole mammoth; I just need a right tusk. Don't need a whole zombie shark; I just need the jaw. 

 

1 minute ago, Looter said:

Where was this?

 

They did have a picture of the Reaper staff cat at a computer. It was cute, but the timing was off-putting. 

[pinkymadigan]

3 minutes ago, Looter said:

Where was this?

Facebook.

[Glitterwolf]

[IgwanaRob]

Oh hey, I got a shipment notification! It's for Kimera Kolors, but it's something! I do wonder what will get here first - Bones4 , Hellboy, or the paint...

[Sirithiliel]

57 minutes ago, Paradoxical Mouse said:

I'm about ready to not get back onto the forums until I get a shipping notice. I'm glad others have gotten theirs, but seeing others play with theirs while no sight of mine on the horizon is giving me brain weasels.

 

Yea...I can’t fault people for their excitement over their minis but it frustrates me knowing I don’t have mine :P

 

might be better for me to just stop paying attention to the forums and do my ordinary thing and just not expect the minis for a few weeks. That way if hey come earlier I will be pleasantly surprised 

[Crowley]

21 hours ago, Guindyloo said:

IMO Reaper has always had a communication/PR problem due to the way that they choose to structure the dissemination of information. ie. We can't post an update because it's not update day. We can't give an official answer to your question until we discuss it at our weekly meeting....but then we probably won't answer it after that either. When someone is unhappy with the service or product they've received, they are left to argue with other customers about it until the point that the exchange reaches a level of hostility that a Reaper representative only then steps in to lock, delete, or remove the altercation from visibility, but the original complaint is still rarely directly addressed and so the only result is that the person that was angry is not only still angry, they're additionally angry at the people that argued with them and that they were just left by Reaper to be yelled at by random people on their forum/facebook/kickstarter comment section/twitter, etc.

 

One of the biggest mistakes there is the under-utilization of social media and neglecting to cross-post across all platforms. Reaper instead treats social media like a quirky platform for them to make fun cameos on or drop hints/make semi-official teaser announcements on or drop exclusive contests that customers have to be in the know to participate in. In Current Year, that's a horrible misuse of social media. One only needs to check out any mildly successful streamer to see how social media should be utilized - you don't post about something in one place without mentioning/linking to it in all of the other places. You don't drop official info into an hour long livestream without accompanying it with an official text announcement across the other platforms. (That's not anything against the Reaper Live broadcast, which I enjoy very much. Though I would enjoy it more if they sorted out their ear-blasting audio issues - seriously, RIP headphone users whenever they switch over to that abysmal copyright free dance music they've inexplicably chosen to burst my eardrums with for every cutaway.)

 

Social media should never be abandoned the way that Reaper abandons theirs. Angry/upset/concerned customers shouldn't be left to defend themselves against other angry/upset/concerned customers. Just like you wouldn't allow an altercation to go on unaddressed in a physical store, you shouldn't leave such things to work themselves out on your official social media pages because it won't ever be worked out because social media fosters a hostile environment that rewards snarky, irrational, abusive, biased and bullying comments with likes. That's the reality of social media, (and I know some of you like to say that you don't participate in social media, but that's what an online forum like this one is, the more current iterations of social media just happen to have embraced brevity over the long form text of a message board,) and we're all guilty of that behaviour in our current society where every person and company is expected to have an online presence. 

 

Customer service is no longer just about standing behind your products and righting any mistakes that occur, it has evolved to require much more than that and Reaper put themselves in that position, so they can't just keep sticking their toe in the murky waters of social media, they need to fully dive in with a dedicated full-time social media presence that is trained and authorized to make sure that any situation that can be dealt with is and upset customers are turned into happy customers instead of ex-customers.

 

ETA: I wasn't expecting quite so positive of a response to this post. @Reaper Ron I know y'all are busy but I think this is a significant enough number of likes that y'all should be aware of what people are thinking.

I wish I could like this more than once. I can't, so quoting it all.

[Ratmaster2000]

And, just FYI, no response to my offer

[Cyradis]

8 minutes ago, Ratmaster2000 said:

And, just FYI, no response to my offer

 

I think they may need you to throw some sort of official legally binding documents at them so they don't worry about it biting them in the tush  You won't mess it all up, you claim responsibility if you do, they won't sue you, you won't sue them... blah blah.