Light at the end of the tunnel.
about 3 years ago – Fri, Feb 05, 2021 at 10:15:54 PM

Well, Terrainiacs, we can see the light at the end of the tunnel.
We have less than a handful of "missing" books to go out that we are aware of, and I can almost take a breath. Mel is back to the channel and finding his terrain tutorial groove again, and we're almost at the point where Mel andI can sit down and go through the project as a whole, take on board some valuable feedback, and start planning for future stuff.
 But first, a quick look at the last two weeks...

LOST IN THE POST
 Not quite two weeks ago, I posted an update that, in no uncertain terms, asked for those that had not yet received their packages to get in touch with me. Up until that point we had received just over 100 messages about lost packages. After hitting send on the update, I received more than 200 messages over the next 24 hours. I scrambled, Warlord scrambled, and we managed to get all of those packages out the door via UPS and with tracking. This week it has been a little more relaxed as I've been receiving messages that books are finally arriving. I like to think that in most cases I have provided good customer service, and I acknowledge that in some cases I did not. I have had some good conversations and received constructive feedback that I'll be able to take forward with me to my future projects.
 The Warlord Games team and I are looking into how such a sizeable chunk from the December 18th shipment went missing. I'm not sure we'll ever get a conclusive answer, but we'll try. 

GOING FORWARD
 There will be the occasional issue as we move forward - someone might just now remember that they backed the project but hasn't received their book, the incredibly patient Terrainiac will eventually despair of the wait, and so on - but we want to have a process in place for getting everyone sorted out. Here it is:
 1) If you are a backer in the US who does not yet have their book (and you haven't already contacted me), please message me here on Kickstarter (details of how to do so are in Update #58). We will now be shipping replacements from within the US.
 2) If you are a backer outside of the US who does not have their book yet (and you haven't already contacted me), you will have two options:
 - Contact Warlord Games customer service team ([email protected]) and use the subject line "Missing Terrain Essentials package". The team will get you sorted out.
 - Contact me here on Kickstarter and I'll pass your information on to Warlord each weekday and the team there will get you sorted.
 We are dedicated to making sure you get what you paid for.

ON SALE TO THE PUBLIC
One of the things I have learned is that it'd be a good idea to give three months between the start of shipping and a retail launch. That will be implemented on future projects.
 But as of today (a little earlier in some cases) your friends who missed out in backing the Kickstarter are now able to get their hands on a copy of Terrain Essentials.
 In the US
Their friendly local game store (FLGS) can now order it from 

Alliance Game Distributors and Bridge Distribution
OR they can order it directly from the Ironheart Artisans webstore (please note, the PDF version and the Basing Guide PDF are also available from Ironheart Artisans).

Outside of the US

Their FLGS can order Terrain Essentials from Warlord Games

OR they can order it directly from the Warlord Games webstore.

VIRTUAL BOOK TOUR

Over the next month or so, Mel will be chatting to a number of podcasts and gaming media sites about Terrain Essentials. This will include OnTableTop, Cast Dice, and the Brush Wielders Union, and others. If you have a favorite source of wargaming news that you think that Mel should appear on, please pop a note about them in the comments below and we'll start getting in touch. 

THANK YOU ALL!

I wanted to close out this update by letting you all know that Mel and I are so very grateful for your support of this project. From the heady days and non-stop manic madness of the campaign itself in March/April 2019, through your steading words of support as Mel faced health issue after health issue, and now your patience throughout this fulfillment process, we want to say "Thank You All!" 

YOU have made this dream a reality.

Cheers

Dave

 

Working through the customer service issues.
about 3 years ago – Tue, Jan 26, 2021 at 12:20:10 AM

Hello, everyone!

Bit of a long one today. We'll cover:

• The shipping situation • Messaging me • All customer service issues 

• The Terrain Tutor Patreon • Available to the public?

The shipping situation

All original packages have definitely left Warlord Games. All of them.

The last packages went out Monday, January 11th. 

We're continuing to work through the customer service issues (damages/mispacks, and missing packages) and that has been my focus for the last four weeks. I know that we still have a number of backers who have not received their books. Based on everything from the last update, I want everyone who has NOT yet received their original book shipment to consider it LOST and to message me here on Kickstarter. 

Messaging me

It doesn't matter where you are in the world. If your original book package has not arrived and you have not already contacted me (Dave Taylor) directly, please do so as soon as possible. The absolute best way to do so is to contact me here on Kickstarter via the messaging system. Doing it this way allows me to more easily find your message, but it also keeps all conversations in a specific Kickstarter location for you. If you are unsure of how to message a creator via Kickstarter, here's a quick rundown.

Step One - go to the front page of the Kickstarter and click on 'Dave Taylor'

Step Two - click on the 'Contact me' button

Step Three - compose your message and click on the 'Send message' button

I will get notifications and respond as quickly as possible. Note: I'm on the east coast of the US and might be asleep or with my family when you message me, but I'm usually not too far from my computer. 

All customer service issues

All customer service issues are coming through me, so that I'm able to collect all the appropriate information and I forward the lists through to Warlord Games each Thursday/Friday so that they can get started on sorting out what needs to go where. 

I know that, thanks to the optics of social media, it seems like there were a LOT of damages, I'm happy to say that we've had about 50 replacement requests for damaged books, which have been or are being replaced. We had some missing MiniMels, some missing bookplates, and a few other things, and they are also being sorted out. Any issues like this go onto a list that is part of the same spreadsheet as the missing packages. 

I also know that social media is highlighting a large number of packages that shipped out on December 18th have gone missing in transit. I can definitely say that the lion's share of our reported missing packages (those that have contacted me) were from that shipping date. Of the 106 we've received so far, close to 80 of them have been from that day, and most of those have been for UK backers. There has been quite a lot of speculation about what has happened to them - my own theory is that they are in a mail cart at the back corner of a Royal Mail hub in the Midlands, and that they'll probably be returned to Warlord in a few months time - but of the 700 or so packages that left Warlord that day, it looks like at least 75% have made it through unscathed. As many of the missing packages included the Colour Reference Cards, we've placed a rush order to have more printed so that you will not miss out. 

So, if you have NOT yet received your original package and haven't already contacted me, PLEASE contact me as soon as possible here on Kickstarter via the messaging system (guide for how to do so is above). We are dedicated to getting you your book!

THE TERRAIN TUTOR PATREON

2020 was an incredibly tough year for Mel. Over this past year he has suffered through a cornucopia of health issues (cancer scare, COPD, popped lung, and so on) that left him struggling for energy and unable to create much content for his YouTube channel. This had a pretty natural impact on The Terrain Tutor Patreon and now that Mel is on the mend, he has returned to the studio, is filming new content, and is rebuilding his Patreon by providing even more special bits and pieces for his patrons (like a new "Behind the Scenery" segment). Mel is back in the saddle again, creating content, and if you would like even more Mel in your life you can check out his Patreon here:

http://www.patreon.com/TheTerrainTutor

Available to the public?

We've received quite a lot of questions about the book going into retail/online sales, and that will be happening. Originally we were looking at last week, but we pushed it back two weeks to help us get all of the customer service issues sorted and on their way. So, I'll have another update soon in this to let you know how your friends can get a hold of their copy. 

Take care, everyone, and stay safe.

Cheers

Dave

Happy New Year! We are almost at the end of shipping!
over 3 years ago – Sun, Jan 10, 2021 at 06:56:15 PM

Happy New Year, everyone! 

Thank you all for your patience. We know that after the tough year that was 2020, receiving your physical Terrain Essentials book will be a bright point in the start of 2021. 

Here's an update on where we are at:

SHIPPING 

In the last few weeks of 2020, additional Covid-related restrictions made a difficult situation even worse, with UK borders closed for a time, and Covid-related staffing shortages at both Warlord and Royal Mail. Both continued to work, but at diminished capacity. Given these additional delays on a relatively small number of packages (less than 10%) we decided to bite the financial bullet and have these final packages shipped out via UPS, which will hopefully see them in the hands of these backers on the next two weeks. These backers will receive notification from UPS that a package is on the way to them. This is a more expensive option for us, but we're focused on getting everything in your hands. 

As of this moment we have roughly 50 packages left to go out on Monday, and we're all done. Then we can focus on sorting out the customer service issues. 

CUSTOMER SERVICE ISSUES 

When I first started working with Kickstarter projects, I asked a lot of questions. One of them was about having stock on hand to replace damaged and missing copies. The general consensus amongst creators (of books, board games, and minis) is to make roughly 10% extra, to make sure you are covered. We have done that, and these items are at Warlord HQ and stand ready to be used as required. Of the just over 4,800 packages shipped by Warlord over the last five weeks we predict that approximately 65% have arrived at their destination (and hundreds arriving every day). So let's say 3,100 for sake of argument. To date we have had replacement requests due to book damage of less than 1% (21 as of today). From a logistics point of view, this is great. However, we also know that when that book arrives damaged, it's 100% of YOUR book that is damaged, which is why Mel, Warlord, and I are all committed to making sure it is rectified. 

Damaged book or missing items

If you receive your package and any of the items in it have been damaged, please contact me directly via Kickstarter Messages. This is the best place to keep track of everything, as comments on various updates etc can get lost. We understand the disappointment of receiving something damaged and will make it right. Warlord will be covering the postage on these. Our first batch of replacements will begin to ship next week.

Missing packages

We also know that packages go missing, but unfortunately given the state of postal services around the world, when that typically occurs is very different. Warlord's standard (pre-Covid) timing for replacing missing packages is 15 days for the UK, 28 days for international. I would ask that everyone give us some extra time on this, as Mel and I are responsible for the cost of shipping on these replacements. We would ask for 21 days in the UK and 36 days internationally from the date you received your shipping notification. If you have NOT received a shipping notification, please assume a date of December 16. 

Again, I am your point of contact for this via the Kickstarter Messages. 

RETAIL SALES

We have also pushed back the retail launch of Terrain Essentials into February as a buffer because we do want you all to get your books first. As the wheels of this process are in motion, you will begin to see advertising from various sources around the world soliciting pre-orders. That's a thing that's really out of my hands, as I'll be focused on customer service you you all, but the intent is to have everything your hands before it is available to the general public. 

And as always...

If you have any questions or comments, you can reach Mel and I at our respective emails: [email protected] or [email protected]

Take care and stay safe, everyone.

Cheers

Dave

Happy Holidays and, for a number of you, my most sincere apologies.
over 3 years ago – Wed, Dec 23, 2020 at 11:37:35 PM

This is generally a happy and festive time for many folks around the globe as they celebrate one holiday or another. No doubt this year things might look and/or feel a little different as you celebrate. I know the laptop will be sitting on our dining room tablet, ready for Zoom calls with family that might typically be with us us for Christmas Eve or Christmas dinner. Wherever you are, whatever you celebrate, and however you might be celebrating it this year, Mel and I would like to thank you all for your support and patience throughout this grueling year.   

Steps

By this point last year, we knew that we were not going to finish the book on time, but we had no real idea of when we would be able to complete it. We worked around Mel's various health scares (COPD, biopsies for skin cancer, a popped lung, trip to the emergency room for suspected heart attack) and with encouragement and getting back into a rhythm, we were able to get it done.   

Of course, completing the writing of a book isn't the last step. Layout, editing, and sending it off to the printers aren't the last steps. The final steps are getting the printed book to a location where they can be packaged up and shipped around the world to more than 5,000 enthusiastic Terrainiacs. And of course, 2020 wasn't going to make these final steps easy for us.   

It is for this reason I must apologize to everyone who does not have their books yet, doubly so to those who has adjusted their plans and were hoping to give it as Christmas gift. I feel utterly terrible. 

Shipping Status  

• Currently, approximately 4,500 books have left the Warlord warehouse, going far and wide. This has been despite Warlord's recent warehouse move, Covid-19 restrictions, and Covid-related staffing issues. 

• Our shipping with Warlord falls outside of their "standard" system (which is kind of a closed loop - order placed online/order packed and shipped/buyer notified automatically). The orders have been entered into the system "manually" and do not automatically generate a shipping notice. We asked for that additional layer to be added (sending an email when the packages left each day) and on occasion that step has been missed. Terrainiacs have not received an email but their package have still arrived to them. 

• The Warlord warehouse is still currently open (with the exception of a few days over Christmas and New Years) and packages will continue to leave the warehouse (and may or may not be accompanied by an email).

• Recent lockdowns across Europe, with borders closing, have meant that Warlord is not shipping any orders to Europe at the moment while these restrictions are in place, including Terrain Essentials packages. Once they are lifted they'll start shipping again. With Brexit finally wrapping up in a week, I know that European backers have expressed concern. My previous assurances have not been reached for everybody, but I do know that there are ways that we can absorb any additional customs duties or fees that may be assessed in early January. I don't know exactly how many packages we're talking about here, but I promise that they will arrive, and that you won't pay any extra for them. 

• For those in the US who have not received their package yet, sit tight. Some of you have received emails, some of you haven't. As mentioned earlier, not receiving an email is not a sign that your package has not shipped yet. Typically packages might take 6-14 days to get from Nottingham to destinations in the US. With Covid, Christmas, and downsizing to the USPS, this might take a little longer. 

• For those under new restrictions in the UK, it is my understanding that Royal Mail is still operating as Covid-normal as possible, so deliveries should still be possible, albeit delayed in some way. 

Conclusion

Are we in an ideal situation? No. Ideal would have been shipping these out back in February, but that was not to be. For everyone who doesn't have their package yet, I can only express my apologies that you don't have it to read over your holiday break, or give to a loved one. You have all been so patient and supportive during this upending year and it pains me to stumble at this final hurdle. 

The books are real, we WILL get them into your hands, and it will be a timeless classic.

For everyone who does have their copy, Mel and I ask that you take a moment over this next few weeks to build a little something, trying out a new technique (or an old favorite) you've spotted in the book, and post them in TheTerrainTutor's Terrainiacs group on Facebook (https://www.facebook.com/groups/TheTerrainTutorsTerrainiacs).

Happy Holidays. Take care and stay safe.

Dave and Mel

Shipping Update
over 3 years ago – Wed, Dec 09, 2020 at 10:44:14 PM

Good Morning/Afternoon/Evening Everyone!

Thank you all for your patience. As I've noted elsewhere, shipping from Warlord Games has begun, and a number of Terrainiacs have started to receive their physical books. I've spoken with the Warlord team and they plan to have almost all of the remaining packages out the door by this time next week, which is fantastic news. I know a number of you have had concerns about the approaching Brexit deadline and how that might affect things, but rest assured - we will have shipped everything before Christmas. 

Emails from Warlord

At the end of each shipping batch, the Warlord team are sending out an email to to people who have had their package shipped that day. It's a simple note to say "hey, we've shipped your package, please keep an eye out for it". Shipping costs have increased pretty dramatically over he past year, and unfortunately we are not able to provide any tracking numbers etc. The books will take a little bit of time to reach the far flung places of the world, and with the current state of things, we can't predict with any certainty when packages will arrive. I can, however, say that on a very positive note it only took four days to get some books from the UK to Canada, so anything is possible. 

PDFS

The PDFs have been incredibly well received, and one Terrainiac contacted with some questions and suggestions on how to improve things. You see, there was some "artifacting" going on with the images in the Terrain Essentials PDF, a side-effect of reducing the file size of the document to make it easier to read on your devices at home. This "artifacting" creates a mottling on areas of flat color (as well as other places) and it can impact the overall quality of an image. It's particularly noticeable when you zoom in. 

This project has been focused on creating a quality product, and we wanted the PDF to reflect this too. I spoke to my friend (and fellow Terrainiac) Josh Aitken about ways to reduce or eliminate the artifacting and, after a day or so of messing with the constituent files, I was able to create a new PDF that eliminates almost all of the artifacting, while not increasing the file size by a large amount (while it is a larger file, it's nowhere near the size of the original 300dpi print quality files). 

So, this means I'll be sending out today (via BackerKit) a new link for every PDF backer to get their updated PDF. 

Retail/Online Release!

I have spoken with our distributors in the US and we have set a "street date" of January 29th, 2021, for Terrain Essentials. This is the date it will be available in your local game stores here in the US, and most likely for the UK, Europe, and possibly other areas of the world (fingers crossed, Canada). We wanted to make sure that we had the time to make sure the book could first get into the hands of all the Terrainiacs that have supported us in this project so far. So, if you have friends who are now interested in getting a copy of Terrain Essentials, please ask them to pre-order it through their local store, who can order it from Alliance Game Distribtuors or Bridge Distribution in the US and Warlord Games everywhere else. 

The Terrain Essentials PDF and the Basing Guide PDF will be available from Ironheart Artisans (ironheartartisans.com) on the same date. 

I think that covers everything for the moment. Again, thank you for your patience on this entire project. We are so very close to getting everything in your hands, thanks to the team at Warlord Games, and we know you are going to love it. This year has certainly been a tough one, and hopefully this will be a nice way to end it for all of us. 

Cheers

Dave and Mel