EU Fulfilment Update - 8th August
Greetings one and all, and welcome back to GamesQuest crowdfunding fulfilment update! Thank you for finding us for another installment of the EU Fulfilment Update. If you are located in either Switzerland or Norway, please check the UK & ROW blog for your blog updates.
Questions
Please leave your questions in the comments section below. A member of of marketing team will respond and provide any information that we are able to as soon as possible.
Customer Service Update:
We are currently receiving a high number of support tickets. Our team is working incredibly hard to guarantee that all customer inquiries are answered. The current response time is now 21 working days. We would like to apologies the delay and for any inconvenience caused.
A record number of support tickets have been received, which has caused the delay. If this negatively impacted your interaction with us on this occasion, we sincerely apologise. We are happy to inform that our brand-new customer service representatives are on board and ready to help backers with their inquiries.
Although we continue to receive a large number of support tickets each week, we anticipate that the wait time will soon start to shorten. We appreciate everybody's patience during this extremely busy period.
Please be aware: Due to the way our system works, when you reply to your own ticket it reduces its priority. Please do not respond to your support ticket to avoid further delays.
Vampire: The Masquerade - CHAPTERS
We have been working closely with Flyos and Parcelforce to resolve orders that have been affected by customs issues, which resulted in customs authorities requesting further information. (For further information, please see Kickstarter update #76).
Unfortunately, the requested additional paperwork provided in the allotted time frame has been rejected by customs. We were notified on Monday, July 17th, via Parcelforce that affected orders are now to be returned to our UK hub, despite requesting further delays to ensure that the details requested could be received.
We sincerely apologise for the additional delay caused by factors outside of our and the publisher’s control. Please know that all parties involved have been working nonstop to resolve customs difficulties. Once returned, Vampire: The Masquerade orders will be reshipped immediately to avoid any further delays.
Update 25.07.2023: Dear backers, we are currently waiting for the final confirmation date via the carrier of when orders that have been returned from customs will arrive at our UK hub. We will continue to update the blog with the latest developments as soon as possible.
Update 08.08.2023: We are now receiving orders that have been affected by Customs issues back at our UK hub.
Orders that have already been returned are being processed and prepared to be reshipped at this time. Backers will receive a notification email once the order has been dispatched, which will include new tracking information.
Please note: There are still outstanding orders waiting to be returned from customs to our UK hub. We will continue to provide backers with updates whilst we proceed with shipments.
With that said, let’s get to it…
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As always, the information below is the best projection we can currently give of our schedule over the next few weeks.
Fully Dispatched
Fulfilment Underway
| Binding of Isaac: Requiem // Maestro Media |
| Compatible Playmats // Crafting Kingdoms |
| Cubeamajigs // Hit Point Press |
| Hull Breach // Anodyne Printware |
| League of Dungeoneers // Von Braus Publishing |
| RPG Encounter Toolboxes - The Veiled Dungeon & The Long Road // Loke Battle Mats |
| The Search for Lost Species // QML Renegade |
| Vampire: The Masquerade - CHAPTERS // Flyos (English language editions) |
| Vampire: The Masquerade - CHAPTERS // Flyos (Non-English language editions) |
| Vindication 3.0 // Orange Nebula |
Final Administrative Checks
Project Data Analysis
Fragged Empire 2nd Edition // Design Ministries
Moon // Sinister Fish Games
To Save a Kingdom // EN Publishing
Awaiting Project Arrival From Port
Project On The Water/In The Air
ATLAS // Moonlight Maps
Borderlands®: Mister Torgue's Arena of Badassery™ // Monster Fight Club
Call of Kilforth // Hall or Nothing
Cyberpunk Red: Combat Zone // Monster Fight Club
Deliverance // Lowen Games, LLC
Kabula // Stranger Games Studio
Legends of 16-Bit Game Development // Raster Scroll
Miniac // Miniac
The Artemis Odyssey + Satellites & Commanders // Grand Gamers Guild
Future Projects
Legends of Void // Twoid
Held For Additional Checks
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So, there it is, we hope it’s been useful to you and you’ve found what you were looking for. If you haven’t, please head over to our customer service page HERE, and if you still can’t find what you’re after, please CONTACT US or drop us a comment below.
Fulfilment Update Headings - What do they mean?
If you would like further information regarding what each header means please click here.
That’s it for this week, see you next time.
8 comments
Hello Concerned Vtm Chapters Backer. We are aware of reports of some orders being stopped at customs to be inspected. These orders that had previously been flagged at customs have now been cleared as of this date (15.08.2023). We would ask backers who’s orders are being inspected to allow a number of days for clearance. In the circumstance that your order is not cleared, please contact our customer service team for further assistance.
- Team GamesQuest
You as the fulfilment center CONTRACTED Parcelforce!
You have ALL the Power as SOMEONE PAYS THEM :D
How can you have no control? Have you weitten in your contracts “we dont care just deliver it sometime in the future”?
Please clarify how NOONE has leverage about the sending of the Parcels! This is ridicoulos times 10!
If you have no control over a timeframe and you’re now apologising that you really have no idea, why promise a maximum time of 1.5 weeks, in the first place?
You really need to start owning your mistakes to have any hope to improve, instead of boasting how super hard working you are and how you’re solving all these issues when all we get is yet another excuse for yet another delay. FYI, it’s getting really annoying;)
I’ve read that the second wave is experiencing the exactly same issues with unclear information on the value of goods and the parcels being blocked at customs. How is that possible???
Will the parcels that were just send back due to this error also have this exact problem and will they then ever reach us?
Hello Carlos!
Thank you for leaving a comment this week. We believe you may be talking about a possible pre-alert via the courier. The pre-alert indicates that a service has been selected for your delivery and does not reflect that your order has been dispatched. We understand how the pre-alert has caused confusion and we are currently in discussion with the carrier to stop the pre-alerts if possible.
Please know that we will send out a notification email once your order has been dispatched. This email is the best indicator that your order is now on its way.
If we have missed out any information from your question, please feel free to drop us a message on your Facebook page @gamesquest and we will be able to help further. :)
- Team GamesQuest