The Problem With Being A Small Company
We’re back from Origins! And naturally, we’ve come back to an absolute storm of people asking about when their books will ship. The short answer to that is they very likely already have, with the longer answer being… well, longer. Here goes an attempt to do “longer” without getting TOO long.
Shipping Started On The 23rd: In actuality, it may have even started a day or two earlier than that. But note our careful use of the phrase “start shipping” throughout our announcements — at the scale we operate at, we simply can’t take a population of 1,600+ preorders and get them all shipped out on the very same day. The warehouse is working through all of this pretty rapidly all the same, on the scale of a few hundred orders per session, despite some hiccups like fedex not delivering the refill of packing materials on the day it said it would, or medical issues for one or more of the packing squad, or some of their crew needing to run off to Origins to make sure everything works on the ground there as well. I asked the warehouse to do their best to serve our earlier preorders first, so they’re going through these mostly sequentially.
Slowly Entering Tracking Data Is Slow. It’s Also Manual, and Done By One Guy: I (Fred) am the guy who enters information into the Evil Hat webstore. I also do other small tasks like take care of my one-year-old, coordinate the Evil Hat team at Origins, run the company’s day to day administrative bits, answer the customer service emails (while on the road, at Origins), and so forth! These distractions mean that I haven’t had time this past week since I flipped the switch that let the preorders transmit to the warehouse to enter in any tracking data (that’s what the change of order status to “Preparing” meant). 
I’ll get started on that this week, but I won’t be surprised if folks get their packages in advance of the tracking information going out. Again, 1,600+ preorders is a hell of a work-load, and entering that data has to happen alongside everything else I just listed (and more).
Our Warehouse Is In The Middle Of The Desert: So even UPS — the method we’re using for any “free shipping” order in the USA — can be a little slow in getting the shipments out there. We’ve got them on a regular “dead-head” rotation out into the wilds of the black rock desert, though, with all the packages we’ve got for them these past and current weeks. But it does add time.
We are doing our absolute best to make sure this stuff happens as quickly as we can make it happen — but yes, many game stores will have the game in stock already because, frankly, they outnumber us and are gonna be just a tad more efficient at spreading product throughout the land. But everything “free shipping” from us is getting shipped out from UPS, and tracking information does exist, so we’re hoping we can get as on top of this as is possible now that I’m back from Origins and many of the preorders are already shipped!
July 4th Update: I’ve been piecing some more details together over the course of the 4th and had a brisk conversation by cell phone with the warehouse head as he was on his way with his family to the hospital (again). The rundown can be found over at RPG.net: http://forum.rpg.net/showpost.php?p=12437409&postcount=202
July 6th Update: Some more perspective on the shipping situation over on Fred Hicks’ blog, Deadly Fredly: http://www.deadlyfredly.com/2010/07/some-lessons-from-kinda-screwing-up/
Thanks for the update, Fred. It seems I was not the only one bothering with questions.
Every complaint about shipping times is just a thinly veiled expression of giddy anticipation. Like complaining that Christmas can’t come fast enough.
Fred, you’re doing a fine job.
As a matter of fact, I insist that my order goes out last. Please spend as much time as you can with your child and don’t worry about it.
I’m glad to hear that my books may be closer to getting here than I’d previously thought. Part of me has wanted to be one of the people complaining just because I want the books so badly, but thankfully I’ve kept my mouth shut. I figured there was a reason they hadn’t gotten here (or even progressed past “preparing” on the status page) and clearly there was. Thanks for the update. Hopefully this will get everybody to chill out a bit and wait more patiently.
I think most of the people that have ordered these books knew that you are a bit busy right now with Origins, baby, etc. I am not worried about it myself and still have that 5 year old excitement to see the actual book!
Mr. Hicks,
I must say that I am one of the lucky ones who already have the books, and they are fantastic. You and your crew are to be commended for delivering a great game system that accurately depicts the setting. My wife and I have read all of the Dresden files series, and we both agree that the ‘voice’ in your books is the same as that in those novels, short stories, and etc. Congratulations on a job well done!
It’s okay Fred, I don’t mind! In fact, I’m with HellJack – you can bump me to the bottom. It’s all good.
(Although I am jealous of sfc_austin who has them already…)
I got the hot books yesterday. They really were hot, from UPS leaving the package in the sun all afternoon. Sun warmed Dresden RPG. Almost as good as hot off the press…
Pass on my thanks to your crew.
Thanks for the response, Fred. I’m really excited to get the books and read through them on my vacation. It will be my first time as a GM for anything.
Thanks for the update sir fred. I really appreciate all the work
I havent gotten mine yet but i eagerly await them.
When do we get the final PDFs? I’d be more patient if I had the final edition of the PDF files for my group to use for our 2nd scenario on Thursday.
@Josh P., the final versions of PDFs have been available for download for almost two months, since this May 3rd post: http://www.dresdenfilesrpg.com/2010/05/03/dresden-files-preorder-pdfs-updated/
I can totally get behind spending time with your kid, and understand about Origins/small press/single guy doing the shipping numbers – but don’t bump me to the back of the line, please. I pre-ordered two months ago because I didn’t have a Delorean to get the books sooner, and have been drooling over the PDFs and raving to my group since.
I’m tempted to go buy them locally, then sell my pre-orders when they show up.
Thanks for the update and it’s cool, Fred. Go ahead and spend some time with the family. The books will get here when they get here.
1600+ preorders! Fantastic news for you guys and all the hard work you put into this game! I will continue to wait patiently for mine to arrive! Thanks again!
Yep. Book is bad @!#. Caught the wife reading the comments in the sidebars for 3 hours the other day. Nicely done. Captures the mood and feel of Dresden. Easy to play. Good design. Nice work.
Congrats guys!!! I think 1600+ preorders are really good news. You deserve it, sure.
Hi Fred.
Thank you for the update. I can certainly understand the amount of pressure on you and the rest of the Evil Hat team at this point, and I am fine with waiting patiently for my copy (and you can even put me in the back of the list if you want).
My only request is that you post an update here when the last of the pre-orders is shipped. There’s always a hint of worry that an order may have slipped though the cracks, and this would reassure people.
Thank you for the update. You’re helping me relearn patience.
Thanks for the update! Looks like you had a good run at Origins from all the tweets. The email with tracking information came through right after you posted on twitter so everyone should be getting their tracking information and slowing the flood of “where’s my stuff…” emails.
As a side note, the UPS guy keeps circling my block every now and then…I’m driving my wife nuts with “did he stop?”. :}
I just wanted to let you guys know I don’t begrudge you the wait in the slightest. This is a stellar product, and the PDF i received with my preorder is proof enough that it will be well worth the wait.
Hi Fred. I’m James. Awesome to meet you.
While I’m desperately champing at the bit, the fact that you went to the trouble to start shipping a week early is too wonderful for words. I pre-ordered from the Friendly Local Gaming Store… Are you prioritizing shipping for direct pre-orders, or are distributors getting some of the early shipments? Thanks for taking this project on! So many settings based on fiction tend to lead to short-term interest, but there are a ton of possibilities in this setting. I look forward to many many campaigns.
@InertiaKitty, in order to save us costs some distributors got their portion of their orders (placed nice and early by them) shipped straight from the printer — so we didn’t have to pay double-shipping charges. So those distributors were ready to go right on the release date, which is why some stores have ended up with copies very early in the expected general delivery zone of June 23rd (the release date) to July 9th-ish.
On the individual preorders side of things, I’ve had several conversations with the warehouse at various points. At one point, we talked about prioritizing more distant orders over closer orders (in terms of physical proximity to the warehouse) so that the books would show up roughly at the same time for folks, but that ended up seeming trickier than initially proposed. Then we talked about sorting by order number in order to do an earliest-soonest thing, but that particular one may not have survived contact with reality. It’s possible they went for uniformity of process/packaging as their organizing method, or just did it on a as-I-come-to-it basis. It’s one of those situations where if I take the time to grill them about the details, that’s time subtracted from the actual shipping, so I’ve been trying to give them their space instead.
One of the FLGS in the Raleigh store had them on the shelves when I went in yesterday. I didn’t they were getting them. I could have had my books earlier by buying in store WITH a 10% discount
If you like, I am looking for a new job and would absolutely LOVE to help you guys administratively and data-entry wise. I hate my current job at the moment
Anyway, that being said… I am eagerly awaiting. PDFs just don’t do it justice. And I love Lenny… so I wanted to support his work, regardless that he has turned me into a nerd
Wonderful work, all!!!!!
As always, it’s more important to me that RPG companies get it right than get it quick.
I’m perfectly satisfied with the fact that the PDFs were updated and avaiable to me for quite awhile. As for snail mail logistics, slow and steady is fine by me.
My intention in pre-ordering wasn’t to get the product early or at the same time as everyone else. My intention was to support an industry leader with up front funds to ease the burden of producing top quality games in this economy.
The warehouse has told me that they are close to or complete on shipping out all the preorders; packages are either already in transit or awaiting UPS’s next pick-up.
Hmm. I understand the issues with shipping and what not, I just hope I get my books before this coming saturday before Dresdacon, otherwise I won’t be able to get them signed or read them on the flight to Oakland : /
@Matt, they may have other copies for sale at Dresdacon if not, and given your circumstances I’d be happy to arrange for a way for you to return the shipped ones for a refund if they get to you afterwards.
I’ve been piecing some more details together over the course of the 4th and had a brisk conversation by cell phone with the warehouse head as he was on his way with his family to the hospital (again). The rundown can be found over at RPG.net:
http://forum.rpg.net/showpost.php?p=12437409&postcount=202
Hi Fred,
My FLGS had 4 pre orders in the end (thanks for sorting out the Bricks and Mortar guarentee with them) and were some what amazed at the level of interest in the game. Delays in the system are inevitable no matter the scale* and I just wanted to say thanks for 5 years hard work the game is cracking and a serious credit to the gaming world.
Has it been put in for any awards yet that we, the general publc, can vote for ?
Chris
*(UK customs will sometimes sit on RPG games as you know they’re games not books surely so must be hit with tax?)
@chris, in terms of eligibility for awards, Dresden Files RPG is all next year, both for the Origins window and for the Ennies.
So, I may be completely missing something, but a lot of people have tracking numbers for the books that they are checking. Is there a place to get these? I am order 817 and it would give me a little piece of mind to be able to see somewhere that the book has actually been shipped. If it hasn’t, I understand. Just being hopeful…
@Jesse, your order was placed using USPS media mail as the shipping method — no tracking number with those.
@fred
Ok then. Thank you for the prompt response. I eagerly await the arrival. I hope everything is going more smoothly for you.
Just got my books today. Just welcomed my daughter to the world on the 3rd. This is an exciting week! Looking forward to playing.
@Gary Forbis
Congratulations. On both accounts. I am looking forward to having the good ole’ paper copy to actually get the system down and make sample characters. I hope to run a game for some friends in a few months, I am pretty excited actually. It has really (so far) exceeded my expectations in every way.
@fred
Looks like my books have finally shipped! I’m in Irvine and the last place I saw them in the tracking was Sacramento, so hopefully I should be getting them soon = )
Also, if in fact I do not get them before this weekend, I might have to take you up on that offer of the refund for the shipped ones.
By the way, I used to work in a shipping warehouse, so I completely 100% understand your frustrations. Hopefully when you guys make another Dresden expansion *fingers crossed* it will go a lot smoother next time ; )
Two or three days ago, I got my tracking number but in that time it hasn’t updated with any kind of information. Does this mean my order is just sitting at the warehouse or somesuch? My order # is 324.
@Ryan, I used to think that meant something specific, but this whole thing has taught me fresh lessons about that. It could mean that a label was generated but that it wasn’t paired with a package right away (sigh); or that the package is in a loading dock waiting for UPS to pick it up (sigh); or that it’s on the bed of a truck heading somewhere but hasn’t been individually scanned so as to insert an update into the system (yay?).
Got my books Tuesday! Thanks!
GOT MINE!!! Frickin fabulous design fellas I love it!
/wolf
Got mine yesterday! They are beautiful, well worth the wait.
The books are beautiful! Lots and lots of concentrated awesomeness! Thanks!
Got my books Wednesday and they are fantastic! Jealousy may commence! Seriously, though, these books look wonderful and contain some of the best gaming advice ever…whether you run FATE or not (although you should!). This is a must-have for any Dresden fan!
The books are beautiful and bound very nicely. Thanks for all the hard work. B-)
I got my books yesterday. Although I bought the pdf bundle an knew that they were going to be about 400 pages (Vol.1) and 260 pages (Vol.2) it took me by surprise when I accepted the package from the delivery guy. I just didn’t realize how heavy they would be.
I’m not well versed in the rpg world. About the only games I came in contact with were d&d and DSA (Das Schwarze Auge, The Dark Eye). So I was surprised again, when I saw the really amazing quality of the two books (compared to books of DSA).
The books are really great. And with the early bird pdf version and the release pdf version one could really manage the time waiting for the books. And it was worth it.
Thanks to all of you for the great work.
If they have all been sent out i should hit up milsims to find out about my eta then?
should be able to actually get started with it then
Got mine last week and plowing through “Your Story”. I’m not entirely sure how it’s going to work, and it will be my first time GMing any game, but we’ll make it through it.
Books are great though and look awesome.
@Mark, Milsims ordered a healthy amount. Another source in Australia expressed interest but hasn’t been able to put together an order yet.