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Sanguine Enterprises
10 years ago
General
I am royally pissed off at Sanguine Enterprises right now. They are (or once were) the premier publishing house for furry themed tabletop roleplaying games, so I've been trying to support their various entries in Kickstarter.
It was bad enough that I had to hunt down the figurehead of Sanguine at Anthrocon to collect the remainder of my reward tiers months after they were supposed to have been mailed after the first time I supported them.
But now I log in to discover that one of their successful projects was never mailed to me even though I supported it. Instead, the project was listed as "dropped". In spite of this, updates left on Kickstarter allude to rewards being sent out.
I sent Sanguine an e-mail through their website (since they leave no contact through Kickstarter), but I strongly suspect that like last time, I will never hear back from them.
I'll give 'em a month. If no effort is made by them to resolve this then screw 'em; they don't need my support.
UPDATE
Ok, so I guess the problem was on Kickstarter's end and not Sanguine's. For an unknown reason, my pledge was declined/didn't go through, and I never got the notice. Since I didn't respond in enough time to fix my pledge, Kickstarter moved the pledge to my failed projects list with the vague "dropped" tag.
Sanguine was actually very prompt about getting back to me this time. Perhaps they learned from their first kickstarter attempt. Anyhow, I guess things are good now. Still waiting to see if my pledge can be salvaged, but even if it can't, I feel much better knowing that money didn't actually exchange hands (even though the project was successful). That was my main concern, since if I am going to be paying for something, I would like to get something in return.
It was bad enough that I had to hunt down the figurehead of Sanguine at Anthrocon to collect the remainder of my reward tiers months after they were supposed to have been mailed after the first time I supported them.
But now I log in to discover that one of their successful projects was never mailed to me even though I supported it. Instead, the project was listed as "dropped". In spite of this, updates left on Kickstarter allude to rewards being sent out.
I sent Sanguine an e-mail through their website (since they leave no contact through Kickstarter), but I strongly suspect that like last time, I will never hear back from them.
I'll give 'em a month. If no effort is made by them to resolve this then screw 'em; they don't need my support.
UPDATE
Ok, so I guess the problem was on Kickstarter's end and not Sanguine's. For an unknown reason, my pledge was declined/didn't go through, and I never got the notice. Since I didn't respond in enough time to fix my pledge, Kickstarter moved the pledge to my failed projects list with the vague "dropped" tag.
Sanguine was actually very prompt about getting back to me this time. Perhaps they learned from their first kickstarter attempt. Anyhow, I guess things are good now. Still waiting to see if my pledge can be salvaged, but even if it can't, I feel much better knowing that money didn't actually exchange hands (even though the project was successful). That was my main concern, since if I am going to be paying for something, I would like to get something in return.
Ironclaw: Book of Adventures - took them +14 months past their delivery date for them to send out the books. In the mean time they started another project without finishing their current one. I was apparently one of the "forgotten ones" that the books didn't get sent out too even though they were made. Yet they never communicated about any issues.
Jadeclaw: 6 months past their delivery date with no word. Never received my "Certified: Jadeclaw: badge even after asking for it multiple times and them telling me it would be sent.
All in all I will never take part in a Kickstarter their company ever does again. They have no professionalism or respect for their customers. It should not be too hard to two up an email once a month to let your supporters know where their product is. They are a complete failure in customer support.
Jadeclaw was months and months overdue. I did finally get the book but it came in the mail without the promised extras. I had to stop by Rafferty's booth at Anthrocon the one year that I went to get those; he had a box with him full of unsent Kickstarter rewards. :/
I next supported Myriad Song, which went off without a hitch.
The current problem I am having is with the first expansion for Myriad Song. It seems to have finished over a year ago, listed as successful on the Kickstarter page, but my reward tier is listed as "dropped". I never received any email or communication at all, so I don't know what happened. Did the project fail after it was funded? Were they unable to print enough books to satisfy every backer? Did they forget to send me the backer info before the project expired? At this point I have no clue; any one of these scenarios could be valid. The lack of communication I experienced last time I had an issue with them leads me to believe that I will probably never find out.
Book of Adventures was just a series of pregenerated stories. At least with the delays with Jadeclaw they upgraded the book to hardcover, but with the Book of Adventures they didn't do anything. Just a disappointing experience all around with dealing with Sanguine.
Sanguine... A consistent A/B+ for product quality, a solid F- without fail for customer service.