Latest Dice Update
Thanks to the few of you who have tried out the portal and seeing that it works well, here is the link for anyone who would like to report an issue with their dice. The system is designed to keep metrics on each issue to tally up which dice need replacing, which we ourselves will keep an eye on and report to the manufacturing partners, who also have direct access to this portal. It is aimed to be quick but it does ask for details as without them we cannot run a detailed report.
*ROW you will all be receiving an email as we appreciate you may miss this update. This is a manual process and will commence today, you will all get an email from Jo over the next few days.
Fulfilment has begun with people closest to Portland and who are on Backer Kit. This is to be able to get as many people their dice quickly from when their label is raised, so then we can start to get feedback on the dice. As the warehouse continues to send out parcels, please use the portal to report an incorrect item arriving rather than posting it on Facebook or Kickstarter. The warehouse very rarely make mistakes but it does happen in fulfillment all over the world. We will correct this with the warehouse and ensure you get the correct item sent and someone will be in touch with you directly about this. If you haven’t had a tracking number yet or you cannot see one on Backer Kit (in your profile there is a tab called ‘shipping’), your dice will be sent in the next batch. We apologise that you are having to wait but we simply don’t have enough dice to send out at the moment. Please continue reading to see what our next steps are…
To remind you all of what happened: the factory were tasked with sending a container of dice to the US and prior to that, syphoning off all the orders for the ROW. They did that but what we didn’t know until you all started getting your dice, is that they added in dice from all the generations and not just the final production run. Meaning, issues have arisen and some of you got dice that in no world would we have signed off on. As a result, a QC company in the US was tasked with checking over the dice from the container and removing all the dice that weren’t up to par. Again, this isn’t something we personally could oversee as none of us live anywhere near Seattle. The QC company were briefed by the manufacturing partners and seemingly the brief has led to them passing some dice through that they deemed worthy of being delivered. This is what the portal is for and we will action your complaints by issuing replacements. It will take more time and you will all have your thoughts about it, but one thing that has remained constant is that we are fixing the issue. If we don’t talk to you as often as you would like, it is because we are busting our guts to get this right, whilst also hanging on by a shoe string as Spidermind Games is a tiny business that has suffered greatly due to this debacle. Kickstarter is a platform where new concepts are launched & not all projects go smoothly from the get go unfortunately, but we are not giving up.
Here is where we ask for a favour. When the Kickstarter production run of the dice was completed (or so we thought), we commissioned the factory to make the first batch of our Dice Collector’s Club limited edition dice, Angels & Demons. These are ready. They are amazing and we need to sell them. We understand that a small number of you would love to shut Spidermind Games down, a) that is not an OK thought to have & b) it will equal none of you getting your replacements. We have to pay the factory for the replacements. This might sound crazy but because we are not Target, we have no leverage with these people and so they have asked that we put in an order for more dice, in order for them to make the replacements. We aren’t getting charged for the replacements per se, but we have to hand over money all the same. So, please can you bear with us whilst we sell the Angels & Demons to get this all moving swiftly & smoothly.
Once all the information has been collected on the new portal, the factory will have the number of replacements they need to produce and we will know where they need to be sent. Due to a large interest from retail & wholesale in the dice, it was always our intention to order more dice after fulfillment to the backers and pre-orders. Your replacements will be added to this order. It is our plan to work with the factory to take delivery of batches of dice as they are produced and fulfil them from Asia, directly to backers. More updates will follow on the progress made.
For those of you who have contacted us to say you love your dice, we are very happy to hear that. For those of you who have issues, we are sorry you are having to do extra work on the portal but this is the best way to get this rectified. As we have said above we are fixing it, we know the factory can make great dice and we ask for your patience and understanding.
If anything is unclear please email firstname.lastname@example.org
Jon & Oliver
and the Spidermind Games team