Hey buddies,
I'll do an unofficial update here and then the official version on FB and in a separate post. I'm sorry for the issues we've had with SCP over the last nine months. To put it mildly Lisa was a tough act to replace. Her brutal efficiency had the company running like clockwork and it has taken time to train a replacement especially I've been unavailable for work until late last year.
We've had a few complaints, I've listed the primary ones below but if anyone wants to chip in then feel free.
1) Communication
Top of most lists and especially in our case. There has been considerable delay between the despatch of an email and the reply. This is on me. Previously I had Lisa permanently in the office sp responses were usually instantaneous. We've come up with a few solutions, again feel free to chip in.
A) Automated refunds, if for any reason you aren't happy with your order (missing items, damaged items, no longer wanted) it is entirely handled online now. Your requested resolution will be sent straight to the office where it'll be picked up by the legendary Catalina who will then fix your order and a tracking number will be despatched to you via the same automated system (the manual element being keying in the tracking number).
Give it a whizz below.
http://www.steelcrowngames.com/pages/returnsB) Where is my order?
Order enquires will sent to
enquires@exoduswars.com or
sales@exoduswars.com will be printed out and Catalina will be able to check your order for you. We should have a turnaround time of 24 hours (excluding weekends and bank holidays) a vast improvement on the current system which relies on me going to the office and ferretting around boxes.
2) Pre-orders
We have a fair bit of confusion and upset over pre-orders. Until we have a permanent techie in the office who can field communications giving an instant response we are only going to allow the sale of stock that is on the racks. I know it isn't an ideal solution but hopefully it'll be something that we can look to resolve in a better way soon.
3) New Releases
I haven't really been around to spend the time needed on New Releases until the last few months. We have been trying a few printers in the background and a promising option popped up the other day. We've run the Aquila Bomber, Raptor Fighter, Marcovian Command Squad, Marcovian Combat Engineer Squad and two of Christians designs (not sure if they are still black ops) don't get too excited as we don't know if they will pass QA.
4) Newsletter
I am not going to commit to a monthly newsletter as yet until we have more to report but I'll blog regularly on here. I'll also host a Q&A thread for better communications. I'll be subscribed so I'll know when anyone posts and if I take too long responding then I'm L4 will apply his boot to my delicate derrière.
Update on the delayed orders
After a frantic bank holiday weekend we've gotten everyone's order fulfilled. Some of you are still missing items but you'll find your order status marked as 'Partially Fulfilled' and the outstanding items left as unfulfilled. Please let me know of this isn't the case either via email or on the Q&A thread in this forum.