So... let's talk about "October"

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Zaltar of Valoria
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Re:So... let's talk about "October"

Post by Zaltar of Valoria » Thu Sep 19, 2013 11:52 am

You guys are the best! Thank you, thank you, thank you for your fantastic responses! please realize that I have not said anything has been delayed...we are still on target! All the containers have left the factory and are in transit! WooHoo! An official announcement will be sent to everyone on Monday:)

A standard game Tile box is about 9" x 7" x 4" (not including stretch goals) not sure about the weight as I don't have a scale in the house! somewhere between 4-5 lbs....?

Thanks so much!

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Re:So... let's talk about "October"

Post by thebigteacher » Thu Sep 19, 2013 10:52 am

Stefan,

Thanks for the information and the look into your process. I appreciate the thought and effort you and Jeff are putting into this endeavor. I think, most of us with Kickstarter experience simply want to be kept in the loop and welcome any data you can share with us.

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Re:So... let's talk about "October"

Post by antibonk » Thu Sep 19, 2013 10:10 am

I'm not worried about it. What I do know though is that once my DF shipment gets to me it will be like Christmas!

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Re:So... let's talk about "October"

Post by Teulisch » Thu Sep 19, 2013 9:29 am

actual logistics question- what size boxes are you shipping to us?

i ordered 5 sets(painted) and several add-ons. how many boxes of what size can i expect? and can you guys post an update with a picture of the different box sizes when you get to that point? an actual weight of the boxes would be interesting to know as well.
25 resin sets, 5 KS1 sets, 5 KS2 sets, KS3 Village/Sewer/Streets

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Re:So... let's talk about "October"

Post by GriffinTamer » Thu Sep 19, 2013 8:53 am

I'm with the rest of these guys... can't wait to get my sets, but I do understand DF is a small company, and there may be some minor glitches, and if I've survived this long without my game tiles another few days one way or the other surely won't ruin my life. I'm still super impressed this is all proceeding on schedule. Besides, if my sets come a few days later than whenever they might have, it'll give me more time to finish up my own complementary sculpting projects so the gaming will be that much cooler come November. Also I just ordered a few DF resin bits and pieces to help round out the dungeon...

Did I mention I can't wait? (But I will restrain the urge to email.) Looking forward...

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kitenerd
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Re:So... let's talk about "October"

Post by kitenerd » Thu Sep 19, 2013 1:07 am

Oh Lord Stefan, now I am going to lose sleep for you - YIKES!!!!

I said back in May that given the Kickstarter's success i did not expect you to be able to make the October shipping date. I have been nothing but impressed with how this has been handled, and am pleasantly surprised that a project this large is moving on schedule. I am sure there was a lot of sweat and angst in the background to make sure it did so and all we saw was the good news side of things. I have been amazed at the scale of the production and thrilled with how it has gone, but i never stopped to think about the scale of the shipping and customer service aspect of this. Yikes!

The good news is that i believe most people are good and patient. The bad news is the few who aren't are usually the loudest and most obnoxious. I didn't consider your post to be a rant at all, more of a plea. Perhaps you want to include a version of that in a letter with each order or in a Kickstarter email update (so it goes to more than just the rabid among us who troll here every day). Let folks know how excited you are as a SMALL company to have them as part of your new customer base. Let them know that as a SMALL company your key to survival is making sure they are happy. And then let them know that, yup, you are a SMALL company and you will need their patience as you ship several years worth of orders in just a few weeks. I think any reasonable person can grasp the enormity of this and can put aside their ego for a day or two for the good of everyone. As for the unreasonable people...

As for me, I am on the schedule with my game group to GM a DF special event on November 24th, so we have plenty of cushion. No worries, we waited this long... I wouldn't say no to some pictures though... i think i have watched the GenCon video enough that i can recite it ;)
"Miniatures?, sure sign of a petty mind!" - 'The Women' 1939

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Re:So... let's talk about "October"

Post by Rotten » Wed Sep 18, 2013 11:50 pm

This is the way to do it Stefan.

The current method is preferred. If you hired more people, the cost would go up. I want you to make a profit because you deserve it for your talent and hard work and because it might inspire you to do another Kickstarter. :)

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Re:So... let's talk about "October"

Post by jackattack » Wed Sep 18, 2013 10:06 pm

Stefan! Jeff! Where are my sets?
Stefan! Jeff! Where are my sets?
Stefan! Jeff! Where are my sets?

Okay, it's out of my system.

Seriously, though, I've done enough business with DF to know that I don't need to worry. And I've seen them bend over backwards in the name of customer service more times than I can count.

So I'm gonna wait three or four days after I see a post from Stefan or Jeff that says all of the kickstarter orders have been fulfilled before I start getting antsy and try to contact them.

Even if that takes me into November.
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Re:So... let's talk about "October"

Post by Purplesaber » Wed Sep 18, 2013 9:21 pm

Wow...what volume of product. Well done Stefan!

I was going to say "I can't wait," but really I can wait. Ship 'em out to me when you're ready. Looking forward to my order of goodies!

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Zaltar of Valoria
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Re:So... let's talk about "October"

Post by Zaltar of Valoria » Wed Sep 18, 2013 9:10 pm

a bit of random thought....someone mentioned 1 or 2 containers....it's actually 5!

....the Game Tile boxes are about 1/8th the size of our classic Master Maze sets since they are packed without styrofoam and are packed snuggly together (that sounds comfy) so......If these were Resin Master Maze sets we would be shipping 40 containers in this one order! I don't think we have ever gotten more than 6 or 8 containers in the span of 1 year's time in our history...it's really more like 2-3 a year these past 10 years or so....

So, we are aiming to ship what would normally have been 40 containers worth in only 1 month's time....usually, it has taken us about 2-4 weeks to ship 1 mostly sold out container in the past.....X that by 40.....and well.....

don't panic! We have been working very hard for month's to prepare for this and have arranged for much to be pre-prepared at the factory, and I must say those folks over there have bent over backwards, working 24 hours a day to get all the ducks in a row....millions of ducks:) We have been doing this, albeit on a smaller scale, for 18 years....this is not our first rodeo....We have secured multiple shipping points within the USA and on paper at least, everything should go quite well....no doubt, a few mishaps shall occur, but we will be prepared to handle it...

We are VERY confident all the shipping will go as planned...However, if there is one thing we DO worry about, it's getting 1000 eager and passionate emails and phone calls all in a few days time....please try to be patient with us...most operations of this scale have dozens of customer relations folks handling emails and calls in a special call center...we have Jeff and maybe a couple other friends we are hiring extra just specifically to handle emails and calls at this very special moment....so If I have one thing to ask all our great backers, supporters and fans it would be to just please have some patience when the shipping time comes....what I mean by that is, please, please try as best you can to refrain from sending us emails asking if your packages have been shipped, or why Mr. whobody got theirs and you didn't....it might not matter that they are your neighbor, there are a lot of logistics involved....please, please, wait until after the shipping window time before you start to worry...if you have not gotten your package AFTER the delivery time than please, notify us and we will set it straight, that is our utmost priority, we will not fail anyone, if in extreme circumstances we need to take a loss to make sure we get you what you paid for, than that is what we will do...nobody will be abandoned or fogotten, we have never done so in 18 years and will not do so now or ever...

When it starts we will give a FIRM time window of when all packages should arrive, no doubt, some of you will get your packages before others, there is no way we can arrange to have everyone get their packages on the same day without a miracle...and honestly, that would probably be very bad....as it would mean a TOTAL overload on customer calls and emails all on the same day....in that scenario, everyone would be angry because physically we just can't talk to 2 or hundred's or even thousands of folks at the very same time....if we take 10 minutes to answer each persons email, and there are 1000 emails all on the same day....well...that's 6 people each hour....60 emails answered per 10 hour shift....
we thought about making the delivery time within 2-3 days for everyone (requiring miracle) but apart from that being nearly impossible it also would not be helpful....a wider delivery time will actually allow us to handle hundreds of questions and email's more thoughtfully and thoroughly rather than being overloaded and thus having days before anyone gets back to you...obviously, we don't want customers waiting for days before someone responds to their emails, but if it happens its not because we are not working hard or that something has happened, it's just that we don't have 20-30 folks working here...it would not be financially or logistically feasible...remember that we would also have to train all those people or they wouldn't be much help....we plan to have 4 people at least who are completely knowledgeable with all things Dwarven Forge...

Hope this RANT is taken the right way, I just want to be as up front and honest as possible about what any difficulties might be...basically, it's not the ability to deliver everything, it's the ability to handle call and email volume, we can do it, but please try to hold back unless it's a REAL problem, like getting the completely wrong order...please we beg for patience:)

ALMOST THERE!

CAN"T WAIT FOR MINE!

Stefan

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