Those who have not received their starter decks/ orders,Beware!!!

[smilEX]

http://www.shadowera.com/showthread....om-quot-emails

Here is my thread with an even bigger problem, I agree this needs to be fixed, it's crazy.

[Alvarofsj]

Finaly Alliance answer my e-mail, seen like my "You and a Friend" package are shipped in Jun 16 (according Brandon, from Alliance) or Jun 20 (like in the USPS registry). Normal things i buy and are shipped for usps takes 1 month to come to my house, so, i'll wait until 20-22 July to try some contact with wulven again.

[AnAdolt]

We have not contacted players with shipping address issues because Alliance Game Distributors has not provided us with the list of these. I'm waiting on a reply from their Fulfillment manager for Shadow Era and then we will contact affected players to resolve the problem so your orders can be shipped out.

[Myztery]

We have not contacted players with shipping address issues because Alliance Game Distributors has not provided us with the list of these. I'm waiting on a reply from their Fulfillment manager for Shadow Era and then we will contact affected players to resolve the problem so your orders can be shipped out.

We have not contacted players with shipping address issues because Alliance Game Distributors has not provided us with the list of these. I'm waiting on a reply from their Fulfillment manager for Shadow Era and then we will contact affected players to resolve the problem so your orders can be shipped out.

I hate to be "that guy" buy seriously? This is your answer to this issue? I dont think it is possible to take an order through paypal without having access to a first name/last name and/or shipping info.



Its quite funny how almost everyone on this board has received multiple emailed responses and updates and Wulven is still "waiting for a reply".

I realize that this is possibly the first time this product, or any physical products have been produced/shipped from you guys, but how hard is it to get a daily update and share this info with the people who helped make this physical product a reality. Everyone on this board (almost) is a customer, physical and/or digital and can make or break this game... A happy customer now is a potential future customer.

Thanks AnAdolt for having the balls to come here and address these issues, knowing the fireballs will be aimed at you.

[Atomzed]

We have not contacted players with shipping address issues because Alliance Game Distributors has not provided us with the list of these. I'm waiting on a reply from their Fulfillment manager for Shadow Era and then we will contact affected players to resolve the problem so your orders can be shipped out.

Thanks AnAdolt for coming out to answer this head on.

Let me clarify (again) that It's not the delay that I'm most upset about. Though it sucks to receive the cards in another 1 month time, I can tolerate administrative lapses.

What I cannot tolerate is this lack of responsibility on BOTH companies to ensure the delivery of the product.

Alliance:- "Wulven didn't provide us with the name so we can't send it out. "

Wulven:- "Alliance didn't provide us with the list so we can't give them the name."

It has been a month since the starter decks have been shipped. And yet, some orders have not been shipped at all because of 1 piece of info which can be easily requested.

The fact that the customers have to do the checking themselves just makes things worse. This problem can be resolved by assigning ONE Wulven staff to monitor the physical cards delivery. The person can coordinate with Alliance, give a direct call and check through the spreadsheet; and email people whose delivery are delayed. It is not a difficult job.

The way i see it, both companies are pushing the blame to the other. This kind of service level is just disappointing.

AnAdolt, I don't blame you cos you are only 1 person. There must be thousands of emails for you to clear every day. And I not sure how involved you are in the physical cards delivery.

Kyle, if you are reading this, please think *carefully* about increasing your manpower. Wulven is a victim of their own successes, and is clearly unable to cope with the popularity of the game with the current staff.

[Hatts]

The fact that the customers have to do the checking themselves just makes things worse. This problem can be resolved by assigning ONE Wulven staff to monitor the physical cards delivery. The person can coordinate with Alliance, give a direct call and check through the spreadsheet; and email people whose delivery are delayed. It is not a difficult job.
...
Kyle, if you are reading this, please think *carefully* about increasing your manpower. Wulven is a victim of their own successes, and is clearly unable to cope with the popularity of the game with the current staff.

I couldn't agree more. Although AGD hasn't met your expectations, I am sure they feel similar. They are a distributor, and are likely used to having everything in their CRM software. Inconsistent or missing shipping information isn't something they regularly have to deal with, so are pushing back. Regardless of where the blame lays (I think AGD is being pretty inflexible, but that's an outsiders view) Wulven needs to realize it's impacting their business and do something about it.

If they need kid gloves and handling, get someone to do that full time. Temporarily reassign a secretary or tester, hire a temp worker, whatever it takes.

FWIW, I think at least some of my order is in this boat. My later orders all had my name in the shipping address, but I think the earlier ones may not have. I'm going to hold off emailing AGD and support, in hopes the issues get resolved for all instead of individually.

[NachyoChez]

I'm not inside on the shipping information, so PLEASE do not take this information as gospel. I do, however, have the time to have read all of the threads regarding this debacle, and I THINK/BELIEVE/HOPE I have a grasp on what's going on:

AGD accepted the request to mail SE product to its preorder customers directly as part of picking up the game.
They did not anticipate the size/cost of this process, and as such over promised (UPS shipping, Tracking Numbers, and order of shipment)
Wulven sent a spreadsheet with ALL relevant info to AGD for processing
To save time, AGD chose to reorganize spreadsheet to show order types first, instead of dates.
At this step, some of the pertinent information was lost (such as our names. Note: I said our; my Y+F has yet to arrive as well)
AGD is working to get the orders out, but some member of the relevant department has been on vacation thus was unable to see that this information was missing.
One Wulven received word of that, AnAdolt has been trying to contact them for the list of missing names to begin correcting the data
AGD has, at the time of this posting, not provided that information. This is most likely because the people who respond to your emails can only see the sheet, and are not authorized to compile official lists for the customer (Wulven, in this case). Once the contact compiles the information, Wulven (Most likely AnAdolt) will find the missing names, and get the information back to AGD.

While the above is all heresay and fact gathering (with some implied information based on those facts) I KNOW this:
The cards ARE coming. Please, please, please just bear with us while we figure this out too.

[N3rd4Christ]

Off with their Fire Snakes!

[Caitlyn0]

they should of hired fire snake to do the job of... motivating alliance

[Atomzed]

The cards ARE coming. Please, please, please just bear with us while we figure this out too.

Nachyo, I have been patiently bearing with the delays for a long time. And like I said, I am resigned to waiting for another month to receive my cards.

Please please note that it is not the delayed arrival of the cards that I'm upset about, in case you missed the point. I'm upset because I found out the problem myself.

If Wulven has know about this problem before hand, they ought to send out emails OR make a public announcement of the admin lapses and the further delays for certain people.
But this didn't happen. I have to be the one who found out about it myself. If I didn't found out myself i will be worrying whether my mail has sunk in the Straits of Malacca, or the customs have confiscated it, or the mail man came and left the parcel outside my door and my neighbors stole it because they are jealous of my foil Firesnake (in case ppl missed it, I'm joking about all the scenarios).

My point is that, pls keep the customers informed about unexpected delays. That shows that the company is responsible even though there were teething problems. I won't have been so pissed nor post an open thread if Wulven/ Alliance emailed me and explained the lapses to me. I believe the other customers would like that too, ESP those who don't frequent the forums.

And finally, i emphasise again that Wulven needs to re think their company manning level. It is clear that there is insufficient manpower for the company to meet all the datelines and respond to the emails quickly.