I talked a few months ago about my "ocean marketing" moments. Moments where I did something wrong, or something just WENT wrong, or in general things didn't go as smoothly as I would have liked. One of those moments has come to pass again, and as a cautionary - albeit a bit embarrassing - tale I have decided to blog about it.
When Resonance first went on sale, I offered a digital version and a physical boxed version. I've done the physical version thing before, but that was usually just a CD in a snap case. The process in making those was always quite simple, as I always use a local duplication service (called Landshark CD, who always do a really great job). All I needed to do was give them the art for the disc and case, as well as a memory stick with all of the files on it. Then they would create a proof for me to take a look at, and once I gave the green light they would take care of the rest. A week later, they'd call me to tell me the job was finished and I could come pick it up. They are a ten minute subway ride away, so it was a simple matter to zip over there and bring back all the packages by taxi.
However, this time around we wanted to do something different. A snapcase was all well and good, but we wanted to make an actual BOXED EDITION. A box which contained the disc and a poster, all professionally done with nice art and everything. The hype behind Resonance seemed to call out for it. If we were going to do a boxed version, now was the time. So I went ahead and struck a deal with a manufacturer called Coral Graphics who specializes in this kind of thing. They were recommended by people I know at TellTale, so I knew they would do a good job.
But... what I did not take into consideration was how painstakingly slow the process of making these boxed editions would be. Every piece of it has to go through an approval process, and Coral Graphics was located several states away. No longer could I just hop on the subway to take a look at the proof. It had to be mailed to me, and I would have to mail it back with my approval or rejection. If I didn't like it, they would redo it and send it back.
The disc alone took three weeks to get approved, since for some reason we weren't burning the data in the correct way. When I asked what the correct way was, we were told "We just duplicate the disc. We don't create it." While it would have been easy to get annoyed at them, the truth is they were used to dealing with much bigger companies than mine. Companies which usually have a whole department dealing with this kind of thing. In any case, a few tries later we got the data burning process right and the disc was approved. The poster was sent to us for approval, and it was much too dark. So that was sent back and we received another one, which was fine. That was another week lost. Then there's finding a warehouse to handle all the shipping, which is another logistical process that I had to learn about as I went.
The end result? It's been a month since the game was launched and the boxes are only JUST starting to be made. And if you ordered the box during the pre-order phase, you have been waiting almost two months for your box to arrive. For this, I can only say I'm sorry.
However, I promise - your boxes are coming. I have seen an early-production sample and it looks AWESOME. They just... are taking a lot longer to produce and ship than I thought they would.
An early production proof, propped up by coffee.
I have never done anything quite like this before. I should have done more research and determined how long this would actually take, and again - for that I can only apologize. Rest assured I will let you know as soon as the boxed editions are produced and ready to ship. And I will also be sure to start the process much earlier next time.
It's okay, after finishing that, please release the OST of the Blackwell series to purchase please!ReplyDelete
I'm in no rush. I bought it on "Good old games" as well because I was so excited about playing it.ReplyDelete
Thank goodness for those Steam keys! I'm totally cool with the wait, and even if it did bother me, I'm also very appreciative of the explanation and communication of the process that goes into boxed editions like this. Thanks for the heads up and all the work you put into this! Rock on!ReplyDelete
Really grateful for the explanation, but honestly, I couldn't care less about how long the box takes. I'm in the UK anyway so I should expect agonisingly long shipping times. The box is awesome and it'll be here eventually - that's all that matters.ReplyDelete
Thanks for the explanation. Even if I was, like Joe, expecting a very long shipping time, as I'm living in France.ReplyDelete
But, are you sure you won't send the coffee with the boxed edition ? :]
Coffee is not included. :pReplyDelete
Happy to wait!ReplyDelete
If UK or France aren't far enough for later delivery, imagine me in Australia being the last to receive the boxed edition.
I'll have coffee with that too.
Thanks for the email explanation about the boxed edition! I wait with no patience for excitement but with understanding! :DReplyDelete
The game is a great work and it worth the wait, i am sure!
Loga, from Rome, Italy.
I really appreciate keeping us up to date, and as most people has already commented, I'm more than happy to wait for that wonderful boxed edition.ReplyDelete
Thank you very much, and keep up the good work!
Thanks for the heads up!ReplyDelete
Since we can already play the game, wsaiting for the box is no issue at all! will it be shrink-wrapped?
Looks like it's totally worth waiting for - so no sweat!ReplyDelete
Yep, I'm fine with everything too. Thanks to the immediate access to the digial download the box is simply a super sweet icing on the cake that I will be happy about once it arrives - but until then I don't worry about it.ReplyDelete
I guess it WOULD be nice to open a physical copy and then play the actual content that was contained in the box - like way back in the days. That's like unpacking a christmas present. But these days I think we're all used to downloading games.
To remedy that, and provide the box buyers with that special experience, you'd have to send the boxes out a few weeks before making the gog, steam, etc purchases available. Then it would again be exciting to wait for the boxes. But it guess it will save you a LOT of trouble in the future if you keep making the digital downloads available before sending the boxes so that no customer gets annoyed about potential delays like this.
Its getting rarer and rarer now to get a proper boxed game instead of just a DVD case, so if the delay is for making it right instead of just sitting around, then its fine.ReplyDelete
I have not played Resonance yet as I have limited download capability, but this is also a busy time for me so it works out great that I get the game when I have time for total immersion in it. I hope you are not taking a bath on the price. Oh, and yes the cup of coffee would be nice.ReplyDelete
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