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Shipping Problems
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TOPIC: Shipping Problems
#15718
Shipping Problems 8 Years, 3 Months ago  
To All the Faithful DF Collectors,

This container has been a real nightmare from the beginning. We had several delays that were bad on their face, and to top it off the delays pushed the container's arrival into the busiest time of the year for our fulfillment center. They were slammed with orders for Origins.

I am told that all the pre-orders should be out by next Tuesday (7/11). I have leaned on them as much as I can to get the product out, but they make very little profit from our business, so my leverage is minimized.

My biggest screw up was not having a updated Folder on the Forum to give timely updates. I posted stuff around the Forum every week, but many people missed those seperated posts. I have started one for the Aug. container, and I will update that whenever I get more news.

I am sorry for any frustrations all these container problems have caused, and the August shipment looks to be in much better shape.

NOTE: EVERYONE gets a UPS tracking email sent to them when their package ships, but many email programs flag it as Junk Mail. Please check your Junk Mail folder to see if your tracking info is there. Also, we update your DF web account with this tracking number when we get it from UPS (we are copied on your email) so you can normally get your tracking number there too. This week, however, things will be a bit slow on that end as Lori and I enjoy our new daughter. We have not had a day off from the DF website in 3 years (even on our 10th anniversary Jamaican vacation), so the tracking numbers won't be entered for a few days as we try to have some family time. You will STILL get the email directly from UPS. Also, packages will still go out from the fulfillment center as normal.

See you guys in a few days.
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#15719
Shipping Problems 8 Years, 3 Months ago  
Hi Jeff,

and what's about the foreign customers, that were served from USPS?
Last time (DoE) the tracking number never made it on the order history page and I only got it after exchanging some mails with Lori, who was so kind to squeeze it out of the people at the fullfilment center. Finally I got the TN by email from Lori when the package was allready in germany (one day later I had the customs notice in my mailbox).
Now with the 'CR&W + some individual pieces and a floor set' there is still no Tracking number, but this may be because the order has not been processed yet, since I ordered relatively late (Apr. 26th).
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#15720
Shipping Problems 8 Years, 3 Months ago  
Thanks for the information Jeff. This is what everyone has been waiting to here. I think most people were very patient through the containers delay, we can understand tha is out of your control. It is just that after the container arrived we expected stuff to be on the way to us in a few days. Having to wait an extra 2 weeks once the container "arrived" and still not havig anything posted is what I have found most frustrating.

Enjoy your family time and hopefully we will all have tracking numbers by the end of Tuesday (which is actually Wednesday morning my time)
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Dungeons - Rooms & Passages, 1.9 x Dlx Room, Wicked 1 & 2, Traps 1 & 2, Advanced, Orig Narrow, Floors.
Caverns - 2 x Original, Passages, 3x Chasm, River, 3 x Lake, Lake Exp. DoE- Orig, Wicked, Room.
Medieval Building - Orig, Exp. Sci-Fi - Starter, Passages, Alpha, 2 x Beta
Mini's - Skele War Band +, Orc Raid Party ++, Lizardmen Tribe
 
#15721
Shipping Problems 8 Years, 3 Months ago  
Thank you for the udpates, Jeff and Stefan.

One other suggestion which may save DF some upset customers in the future...

While there are many of us here on the forums, from what I have seen, there are many, many MORE people who buy DF products but do not frequent the forums and who do not subscribe to the Newsletter. If you ever encounter a delay in shipping in the future, it may be a wise idea to send e-mails to all those who ordered (or pre-ordered) to inform them of the situation and any possible delays, even if that e-mail states they must check the Forum for updates. I was okay reading the boards, but I can certainly see how someone who does not frequent the forum would be wondering what had happened to their order that was delayed as the June 2006 shipment was.

Just trying to help you reach more of your customers in case a similar situation ever occurs. I want DF to stick around for the future. :)
weaverjk
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62 sets and counting. In addition, a boatload of individual pieces or sets of pieces.
 
#15722
Shipping Problems 8 Years, 3 Months ago  
Thanks for the suggestions and everyone's patience. The problems with this container have snowballed into a bigger and bigger problem. It was a "perfect storm" of bad luck and poor choices that caused this mess, but it won't re-occur.

Stefan and I talked this morning, and I think we have come up with some good policies and procedures to make sure this does not happen again. I will post more info next week (and send out a Newsletter) but we are exploring effective ways to speed up the shipment of the Lake Sets once they hit the warehouse on Aug. 1st. This will also hold true for the Mystery Set on Aug. 10th. It is going to cost some money to speed things up, but Stefan strongly feels that the money is well spent. We did a pretty good job with the Den of Evil last year, and the Cavernous Lake Set should go out very fast around Aug. 1st -- BUT -- we are solidifying some plans to say thanks to all the people who pre-ordered the River/Walls set -- and stood patiently by as the container and shipment was delayed. More info about that next week.

We are also looking into some other way to notify our collectors when their sets ship, as many of our UPS tracking emails get sucked into Junk email folders and they are never seen by the collector. Some of this is done at the AOL/Compuserve level, and some of it at the PC level. Not good.

Anyway, watch the Forum for an update next week. Thanks again.
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#15723
Shipping Problems 8 Years, 3 Months ago  
Hi Jeff,

and what's about the foreign customers, that were served from USPS?
Last time (DoE) the tracking number never made it on the order history page and I only got it after exchanging some mails with Lori, who was so kind to squeeze it out of the people at the fullfilment center. Finally I got the TN by email from Lori when the package was allready in germany (one day later I had the customs notice in my mailbox).
Now with the 'CR&W + some individual pieces and a floor set' there is still no Tracking number, but this may be because the order has not been processed yet, since I ordered relatively late (Apr. 26th).

I am going to talk at length with our fulfillment center on Monday to get all the non-USA tracking numbers. I will send emails to all those customers on Monday. Thanks to all the non-USA customers who have put up with the high shipping costs and delayed shipping.
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#15724
Shipping Problems 8 Years, 3 Months ago  
Hang in there, Jeff. Give Lori and Avery Grace a hug each from

Jim & Sandy
jkratzer
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#15725
Shipping Problems 8 Years, 3 Months ago  
Thanks Jeff for the update, it's appreciated.

I do have a bit of information that should be useful as you move forward with setting policies and expectations regarding shipping.

It is my understanding that orders were to be processed/shipped in the order that they were placed -with international orders being shipped on Fridays* only (once/week).

*This seems fair enough, especially if it streamlines the process and assuming that int'l orders do not account for much more than 20% of DFs total orders.

My point is, since both of my orders were placed on March 16th, I have reason to believe that the policy of shipping "in-order" may not be consistantly applied at the fulfillment centre.

I just thought you should be aware of this.
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#15726
Shipping Problems 8 Years, 3 Months ago  
... .

My point is, since both of my orders were placed on March 16th, I have reason to believe that the policy of shipping "in-order" may not be consistantly applied at the fulfillment centre.

I just thought you should be aware of this.

You know Jeff, this complaint seems to be a constant refrain on the forums.
Having worked closely for a time with the folks in the warehouse at GW-US, I do wonder if the orders are printed out in the correct series at the fulfillment center and then [b]creative[/b] paperwork occurs.
You know, like any order that involves more than just the particular new object (read CR&W) gets placed in a second stack.
Other stacks are made when someone realizes, late in the day/week, this second stack has not been addressed that day yet.
A new first stack is created from orders with multiple other box sets.
A new second stack is created from orders with only one other box set.
A third stack is created when the order has other box sets, but also individual pieces.
A fourth stack comes about when the order does not any other box sets, but has individual pieces.
Then you have the dismal stack that the address does not seem to make sense to the order packer, but is only questioned when some finally gets around to it.

I just wonder Jeff is this creative paperwork may be contributing to the issues at hand.
RabidFox*
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SF: Starter(3), Passage(2), Alpha(7), Beta(2) someday soon;
Cavern: Cavern, Cavernous Passages, many individual pieces, Cavernous River & Wall and Cavernous Lake someday soon;
Fantasy: Room & Passages, Room, Octagonal Room, Wicked Additions I&II, Adv. Builder, Diagonal Walls Set, Dungeon Accessories, Medieval Furniture, many individual pieces.
 
#15727
Shipping Problems 8 Years, 3 Months ago  
RF* -

I can tell you are former GI personnel!

See ya!

Jim
jkratzer
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#15728
Shipping Problems 8 Years, 3 Months ago  
Thanks for the quick response to the problem, guys. Hopefully in two months this will be just an ugly memory for everyone involved!
Max Rebo
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#15729
Shipping Problems 8 Years, 3 Months ago  
RF* -

I can tell you are former GI personnel!

See ya!

Jim

Gee Jim, how?
Our team had a great scrounger so we could get around creative peperwork problems.
RabidFox*
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SF: Starter(3), Passage(2), Alpha(7), Beta(2) someday soon;
Cavern: Cavern, Cavernous Passages, many individual pieces, Cavernous River & Wall and Cavernous Lake someday soon;
Fantasy: Room & Passages, Room, Octagonal Room, Wicked Additions I&II, Adv. Builder, Diagonal Walls Set, Dungeon Accessories, Medieval Furniture, many individual pieces.
 
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