We're launched! We're flying! The response to Special Reserve Games has been massive and truly amazing to be a part of. You have helped get us in the air, and we just can't say enough thank yous for all the good words and support. We mean it!
Not to say that it's all been fun and games. (Games! Ha!) Because every new system will hit some snags even in the best of testing circumstances, some percentage of orders have indeed had some trouble We've been head down in our helpdesk answering 1000+ inquiries about STRAFE® and Shadow Warrior 2 purchases. Many of these inquiries are about the same few issues, and others are just questions that have simple answers...so here is a full status update to keep you informed.
We give HUGE thanks to everyone for your patience during these first releases while we work out the bugs and fix the issues! On the bright side, the information and cooperation that so many of you have provided has helped us to fix all but the most obstinate issues and bugs, and most of those are being fixed as we speak. Smooth sailing soon! Check it out:
YOU HAVEN'T ANSWERED MY EMAIL! 👿
In addition to the already-staggering volume of support inquiries about early bugs and issues which has kept us very busy, this week we discovered a new wrinkle: quite a few emails to our support aliases sent from domains such as Yahoo, GoogleMail (not Gmail), YMail, or Netscape (yes really) domains were not properly forwarding from our inbox into our helpdesk software, so we never saw them at all.
This means there are a couple hundred emails between 10-15 days old that we've just discovered, unseen and unread. We are hard at work trying to catch up and respond to everyone. We're very sorry we missed your messages and are working on a long term fix while we handle these manually. We don't want to ignore anyone!
We have also brought in additional help to speed up response times, and new emails are being processed very rapidly. However, the forwarding problem does persist, so we hope we can ask for a bit more patience while we get the wrinkles out of this system.
I HAD TO PAY CUSTOMS, WTF
STATUS: IN PROGRESS
We are at work on DDP (Delivered Duties Paid) shipping, which is a not-simple process which was unfortunately not available at the time of the launch of our first two titles. Unfortunately as a seller it is impossible for us to predict potential customs or tariffs outside of such a process, so any such dues are imposed by your local government and Special Reserve Games cannot be held responsible for these costs.
I DIDN'T GET A TRACKING/SHIPPING EMAIL CONFIRMATION
STATUS: KNOWN BUG; fixed.
An early problem with the integration of our shipping software and our store caused a number of orders to fail to generate a tracking email when the order shipped.
All shipping for STRAFE® on PS4 and bundles began on 5/22 (it took several days for the orders to leave the warehouse). However, many people did not receive information to help them track their orders, and have been rightfully worried.
This obviously generated hundreds of emails requesting information from us. The research for each takes time, and many of you received your copy even before we were able to respond to you. Still another subset had to be manually researched by our shipper, and a few are still outstanding.
If you're still in this boat, please email support and we will help to research what's going on with your order.
MY ITEM ARRIVED DAMAGED OR YOU SENT ME THE WRONG THING. HOW DO I RETURN IT?
STATUS: IN PROGRESS, FIX IDENTIFIED; INSTRUCTIONS PENDING
Unfortunately, even with solid packing, around <1% of any mailing shipment can be damaged in transit or show up defective. This may reflect manufacturing defects not identified at packing, poor handling by the carrier, or insufficient padding for the product even with our collector-minded design.
We've used your feedback to work with our shipper about the best packaging for future shipments, and we've provided manufacturer and shipper feedback on the rare merchandise that got packed with some kind of observable flaw.
If your shipment arrived damaged in any way, please photograph the damage, email support with the details, and prepare the item for return. After your inquiry is reviewed, a return slip will be generated for you to send the item back. We're sorry, but we must receive the item back from you before we can offer a replacement.
If you are still waiting to hear about a return slip for your order:
It took a minute (so to speak) for us to sort this process for some of the early orders and shipping anomalies. We are planning to email affected orders this week with a return slip; please stand by and thank you for your patience!
WHAT HAPPENED TO COMBINED SHIPPING ON DUPLICATE ORDERS? WHERE'S MY REFUND?
STATUS: IN PROGRESS
We're delighted that you all want more than one collectible item!! But, given all the contingencies, a shopping cart is not as simple as it might be for some products, so this is still in development. Meanwhile, we did aim to manually combine multiples into one order for shipping.
When that process got snarled, we went ahead and shipped to avoid any further delay, so some orders were still shipped in separate packages.
Since we offered a shipping refund to those affected customers for the difference, we still aim to make good on it. However, creating that mechanism between your payment, your shipment, and your email info has been a sticky combo, so we'll be updating our information with an expected date for your refund as soon as we can. You will see some resolution.
MY ORDER STILL HASN'T ARRIVED!
...OR, MY TRACKING SAYS IT'S BEEN DELIVERED, BUT I DON'T HAVE IT!
STATUS: RESOLUTION IN PROGRESS;
HOPEFULLY YOURS IS IN YOUR MAILBOX BY NOW, BUT…
While many STRAFE® orders have arrived by now, a few have not. On some orders, especially those sent by USPS, a package is handed off to a local postal carrier or vendor, but the tracking page just tells you it was "Delivered."
Although some are really stolen packages, a few (mostly in non-urban areas) were likely handed off to your national postal carrier or local handler of your route. Unfortunately, this information may not be available to us or your tracking data once it happens.
In some countries, the assigned tracking number from the USPS will also work if you visit your national Postal Carrier's site for tracking. If you're unable to find resolution, email support and we will help to investigate.
A dozen or so orders also got hung up without shipping for reasons that
We are streamlining our delivery processes with each of these developments, so that information on these issues will be as accurate as possible on future orders!
WHERE IS MY SECOND STEAM KEY? I BOUGHT TWO THINGS/BOUGHT THE BUNDLE
STATUS: IN PROGRESS
More bug control: this issue has affected a few people with multiple orders, but we're working on assigning you codes. While we don't have an estimated date, it's top of mind for us, but on balance, since you should have received at least one already, we hope you're consoling yourself with your existing key.
SHADOW WARRIOR 2
WHEN IS SW2 SHIPPING?
This game will ship "In June." We'd be more specific, but we don't want to be wrong. In this line of manufacturing, dates can shift to make sure you're getting the most updated version of the product we can provide, and until we're certain when that date is, we're only saying it'll be this month. Probably in the later half.
WHERE IS MY SW2 ORDER AND MY STEAM KEY? IT'S NOT SHOWING UP IN MY INVENTORY
STATUS: ALMOST FIXED!
Another bug! A subset of orders and keys aren't showing up in your inventory when you log in; once we isolated some orders this was happening to, we ID'd the issue and are at work on a fix today (June 5) which we hope to have resolved early this week. We'll update our social media feeds with info when we have it. Since we don't know who all is affected, we can't generate an email to let you know, so please watch this space.
WILL THE DISC CONTAIN THE PATCH THAT FIXES THE SAVING ERROR?
I DON'T SEE MY QUESTION IN THIS POST
STATUS: PLEASE KEEP READING!
The FAQ may have your answer: If you haven't yet, please check out the FAQ before you email us. We're adding to it as we discover questions that will be, well, frequently asked. If you've read both documents and still don't see your answer, contact us at email@example.com.
Thanks for the support, kind words, and excitement from all around the world. We appreciate your patience and we're eager to tell you what we have up our sleeves next!