Kickstarter update: July 4th

[Reaper_Jon]

Greetings all,

This is Ed Pugh making this post~

This weekend, I sat down and read several weeks’ worth of posts. (I would like to call out Andrew Miller and his post made to the tune of John Lennon’s song “Imagine”. Fun stuff!) 

I would like to thank ALL of the people making comments here. I especially focused on comments made by upset backers. Your comments are helpful, and this is how we learn. We might not be able to fix everyone’s problems at this time, but they will all be addressed in future planning discussions. 
 

Now down to business. I’m making this post because I realized last night that in the rush to get everything going, no one was assigned to monitor the KS comments. In the past, that duty fell on the shoulders of Matt Clark, but he retired last year. That’s on us and we will have someone dedicated to poking their head in here.

 

UPDATES: “Official” updates occur twice a month on the KS Updates Section. Everything that is important is in these updates.

We will also answer questions, show pictures, promote, and discuss the KS on all our social media platforms. Because a lot can occur during the two-week intervals between Official Updates, many pictures, discussions, and information not contained in the prior Official Update will show up on these social media sites.

In the end, if ALL you read are the Official Updates you will receive more than enough information to be up to date. 

While this is not an official update, I’m going to shed some light on a few things.

 

1) What should I do about defects, missing parts, or missing order items?

Send an email to our customer service department at [email protected] Our team will take care of you.

 

2) UPS just sent me a notification that my order is going to my old address. What should I do?

Go to UPS MyChoice and redirect it https://www.ups.com/us/en/services/tracking/mychoice.page?

 

3) What are the EU and UK start dates?

We are confirming AU is still July 5th. The UK has their container and is getting ready, but no hard date at this moment. We will have one next week.

 

4) Where is the last container for the US Warehouse?

The last container is still stuck in Los Angeles.

We are working each day to break this log jam. I hope for word on Tuesday when everyone returns back to work. 

 

5) Why are some Waves going back and forth?

Shipments are combined and stacked in the order pulling queue. They are then printed in batches. “Wave hopping” sometimes does occur. Simple examples that can cause this are the picker/puller grabs a pull ticket from the wrong stack or from the back of the stack (printed pull tickets are stacked in a tray on their sides). We try our best. The good news is that we are usually done pulling in a few weeks.

 

6) Why is Canadian shipping different this time?

We have used UPS to get shipments into Canada every KS except KS1. UPS prepares shipping options based on the data for Canada. Location, package count, sizes, weights etc. They in turn present the options to us. We will generally choose the cheapest option that still balances service with price.

In the past it was cheaper for us to use the service in which we imported the packages to ourselves as a non-resident importer. This option required Reaper to pay the 5% GST as the importer. We were unable to collect or bill backers for the 5% GST we paid as we are not registered with Canada to collect anything. In summary, it was cheaper for us to pay the GST to send your package.

I do not know what changed between Canada and the USA, but this time the service we used in the past was substantially more expensive than direct service. Direct service is a better option and came with better tracking and UPSMyChoice. There are NO duties on US products. In the end, you are paying your local sales tax and GST and an entry fee based on the size of your order.

 

I want to thank everyone for their participation and support of the Kickstarter. Please continue to post your comments. They do all get read. Please stay safe~

[Copperhand]

Hey Ed, 
We appreciate all of you at Reaper and the hard work you guys are putting in every day! 

[Vinglo Le Clerc]

The problem I see with shipping with UPS to Canada is not the import taxes. I am willing to pay those no problem. The problem is the brokerage fees that add close to 30$ to the shipping regardless of the value of the shipment. It seems that UPS did not tell you that.

[Vinglo Le Clerc]

The problem I see with shipping with UPS to Canada is not the import taxes. I am willing to pay those no problem. The problem is the brokerage fees that add close to 30$ to the shipping regardless of the value of the shipment. It seems that UPS did not tell you that.

[lbannist]

3 hours ago, Vinglo Le Clerc said:

The problem I see with shipping with UPS to Canada is not the import taxes. I am willing to pay those no problem. The problem is the brokerage fees that add close to 30$ to the shipping regardless of the value of the shipment. It seems that UPS did not tell you that.

Yeah, its brutal.   The business version of this is more brutal.   

 

Found this to help figure out self clearing.   Looks like for my $300 in toys, the estimate would be about $18.45 GST (Alberta) + service tax %5.05 + bond fee $7.38 = about $30.88   and then any brokerage fees are on top of that...so +$30 (UPS) = double = ouch.  I think I am going to check out self clearing the package.

 

Found some sources to self clear (package needs to have attempted delivery once) = https://www.cbsa-asfc.gc.ca/do-rb/services/arl-glcc-eng.html

 

For me that is an hour drive into calgary, pay, and a hour home.  Might pay the $30...ouch 😞

 

The procedure To self-clear

- refuse delivery and advise the courier that you will pay duties and/or taxes directly to CBSA.   IF they try when you are at home, ask them for the slip for pickup.  That will have the tracking information.

- write down the unique shipment identification/tracking number.  The shipment will be returned to the courier’s warehouse for a limited period of time

- visit a local CBSA office that offers accounting services to the public.

- You will need the shipment identification/tracking number, the commercial invoice (receipt), and personal identification when you visit the CBSA.  Probably have the Repear pleage with subtotal, shipping and taxes and the repear order number.  Also have the bank statement (just in case).

- You will be given an official receipt indicating that you have paid duties and/or taxes paid to the CBSA.

- A copy of this receipt must be presented to the courier, either in person or by fax, at which time receipt or delivery of the shipment may be arranged.

[Venun]

Good update, thank you.

Jon has been saying there's no communication manager from the start of the kickstarter. In that sight this is something heard for a longer time already. I'm quite happy he has been given time to engage the socials and the forums, it's a big upgrade from the past, but I feel his schedule is still to full to really be on top of things in communications. My vote would be to push Jon in this position, if he wants it that is 😉 he's quite suited for the job.

 

For the Canada situation, for future kickstarters, is it an idea to charge their shipping in the pledge manager / kickstarter at the front, so the more expensive option can be chosen and they don't get a headache in the end, or have to deal with money squeezing situations?

 

For the UK situation, where I appreciate the updates given and the will of the Reaperites to share any information they have, in the past weeks I have seen many "We expect more information tomorrow" or "Next week we'll have an update for this situation". But then that chosen day no update arrives.

No news is also news in this regard. If you say you'll update on tuesday, but you have no update to share, please share this informatoin.

If you promise to update at a specific time, please do update. This prevents alot of stress and brings trust to the backers, as they know you still have your attention on this problem, and keep your promises so they don't need to worry as much, and are being taken seriously.

 

Thanks again for taking the time to write that reply Ed, and hopefully thanks aswell for reading this feedback.

 

Venun

[Guyra]

Highly apprecate your work, guys! ❤️

[CAINisLOOPus]

Hey guys,

Bones V was the first kickstarter i ever backed.  Since then I have funded a few others.  Of course when I started doing this would be the time when the world falls apart due to a pandemic.  Ah well.  I understand that Kickstarting is never a guarantee, but some companies, especially yours have a great track record on fulfilling and even surpassing their backer's expectations.  I hate that more and more peeps want to complain that they do not have their stuff already, but seriously, none of what is going on is Reaper's fault.  I was excited and anxious to receive my Bones order, but I was willing to wait, because you guys are awesome with communication.  Just wanted to let you guys know that I support you and always will.

Jon

[Diane Robles]

I'm just waiting to pounce if the Dark Depths expansion is included in Bones 5.5. Keeping my fingers crossed, it's really hard to type like this!!!

 

[cycnet]

13 hours ago, Vinglo Le Clerc said:

The problem I see with shipping with UPS to Canada is not the import taxes. I am willing to pay those no problem. The problem is the brokerage fees that add close to 30$ to the shipping regardless of the value of the shipment. It seems that UPS did not tell you that.

this. the taxes I can live with but the brokerage fees are so unnecessary and unfair. Really feel like reaper could have showed a little more care and empathy for their canadian customers here.

13 hours ago, Vinglo Le Clerc said:

 

As for the updates, I just don’t think it is reasonable to ask backers to watch multiple live streams etc to get info. If you have the time to do an hour long livestream it is hard to understand why you can’t put out more regular updates thru KS. It feels a bit rude to backers to expect them to sift through social media posts and videos to know what is going on. If you want to stick to regular updates that’s fine but then why reveal stuff elsewhere? It feels a bit unfair to be left in the dark when there is info available. I just really don’t get it, it feels like video streams would take a lot more time to make than emails. 

Edited July 5, 2021 by cycnet
Edit out double post (sort of)

[lbannist]

16 hours ago, Venun said:

Good update, thank you.

Jon has been saying there's no communication manager from the start of the kickstarter. In that sight this is something heard for a longer time already. I'm quite happy he has been given time to engage the socials and the forums, it's a big upgrade from the past, but I feel his schedule is still to full to really be on top of things in communications. My vote would be to push Jon in this position, if he wants it that is 😉 he's quite suited for the job.

 

For the Canada situation, for future kickstarters, is it an idea to charge their shipping in the pledge manager / kickstarter at the front, so the more expensive option can be chosen and they don't get a headache in the end, or have to deal with money squeezing situations?

 

For the UK situation, where I appreciate the updates given and the will of the Reaperites to share any information they have, in the past weeks I have seen many "We expect more information tomorrow" or "Next week we'll have an update for this situation". But then that chosen day no update arrives.

No news is also news in this regard. If you say you'll update on tuesday, but you have no update to share, please share this informatoin.

If you promise to update at a specific time, please do update. This prevents alot of stress and brings trust to the backers, as they know you still have your attention on this problem, and keep your promises so they don't need to worry as much, and are being taken seriously.

 

Thanks again for taking the time to write that reply Ed, and hopefully thanks aswell for reading this feedback.

 

Venun

HI Venun, 

 

Its not the shipping that is the shell shock...probably because I have backed all 5 Bones so far...and will probably keep backing them.   Its the extra special fees since they are toys in bags and not simply labelled as gifts (ha ha, Reaper or any above-board business would never do that).  Its the $30 brokerage fees that should be avoidable by more than those that live in major cities, online Customs?

 

Not sure if there is a better option to avoid some of these fees, maybe it all to local business/hobby shops that do a lot of x-border work.   I did the math for my situation and to drive 2 hours round trip to the maze called the Calgary Airport to save $30 is not high enough.   its hurts and if anyone knows of a better Canadian solution, I'd be interested.

8 hours ago, cycnet said:

this. the taxes I can live with but the brokerage fees are so unnecessary and unfair. Really feel like reaper could have showed a little more care and empathy for their canadian customers here.

 

As for the updates, I just don’t think it is reasonable to ask backers to watch multiple live streams etc to get info. If you have the time to do an hour long livestream it is hard to understand why you can’t put out more regular updates thru KS. It feels a bit rude to backers to expect them to sift through social media posts and videos to know what is going on. If you want to stick to regular updates that’s fine but then why reveal stuff elsewhere? It feels a bit unfair to be left in the dark when there is info available. I just really don’t get it, it feels like video streams would take a lot more time to make than emails. 

Hi Cycnet, 

 

Reaper did do something about this for the first Bones but from the comments and what they shared it financially hurt them a lot.   I don't know the details, but I am guessing that is why Reaper is keeping it simple on these Kickstarters.    

 

To minimize the fees, the shipments would have to all go to a single Canadian distribution point and then shipped out from there.  No local hobby shop has that capacity.  It would have to be a shipping company since I would have a hard time trusting random backers to do the shipping in Canada.  I welcome any solutions people know of.

[WhiteWulfe]

So does this mean Reaper is looking in to getting things sorted out in various countries to NOT have surprise fees tacked on last minute?  I hope that this means Reaper is looking into being able to charge Canadian taxes up front, and the same for everyone in the EU.  Pre-paid clearances by the backers means then Reaper doesn't have to foot the bill, and us customers don't get a surprise bill on delivery. 

 

Saying "oh, just use My UPS Choice" isn't the most effective - setting it up is a pain, it's been broken for five years so newer accounts can't always be set up to make use of the service fully, and anything keyed in after a package has shipped and it won't apply or take. 

 

Keeping communication clear about the shipping methods that would be used, as well as where distribution will be and how it will be handled is key to ensuring a lot of these complaints we have seen won't crop up anywhere near as often as it did this go-around. 

[Venun]

On 7/6/2021 at 2:09 AM, lbannist said:

HI Venun, 

 

Its not the shipping that is the shell shock...probably because I have backed all 5 Bones so far...and will probably keep backing them.   Its the extra special fees since they are toys in bags and not simply labelled as gifts (ha ha, Reaper or any above-board business would never do that).  Its the $30 brokerage fees that should be avoidable by more than those that live in major cities, online Customs?

 

Not sure if there is a better option to avoid some of these fees, maybe it all to local business/hobby shops that do a lot of x-border work.   I did the math for my situation and to drive 2 hours round trip to the maze called the Calgary Airport to save $30 is not high enough.   its hurts and if anyone knows of a better Canadian solution, I'd be interested.

 

Hi Ibannist,

 

Yes, I am aware. They mentioned in their information in the past the option they had chosen was to bulk ship everything for Canada in 1 big batch, clearing the customs this way, and then send it out from Canada with regular shipping. It is my understanding there would be no more brokerage fees as these are charged to clear the package through customs.

if this option would be used again in the future, seeing it was not the cheapest option for Reaper, they could in the future let the Canadian backers pay for the customs part in the kickstarter or the pledge manager, so they can use this option again next time. My idea would be that the price would be cheaper for Canadian backers that way, as they avoid the "UPS scam" as some here have been calling it.

 

Venun

Edited July 7, 2021 by Venun
typo, shipping turned to whipping, whoops!

[MrAndyPuppy]

Thanks Jon,

 

If we're in a wave you've already processed, but were blocked due to that pesky container stuck in LA, do you have plans to prioritize catching them up when it finally arrives? Or do those of us who are collectively waiting on that get bumped down to below the rest of the waves? 

 

(yes, asking with a vested interest since I'm wave 5 and got the dragonfolk who are hiding out in that large metal box)

 

Thanks!

Andrew

[Venun]

Hi Andrew,

It has been mentioned already once the container comes in they will start from the top again, so wave 1 will be first from that point again.

 

Venun