Announcement
Quick update for everyone! Labels will be printed off later this evening, and ALL packages will be dropped off. I believe that tracking should update for everybody tomorrow. I hope everyone enjoys their keys.
There were a couple of people that emailed me late about the Lilac/Rose milk replacements, and those extra keys will be dropped off this weekend as well.
-------------------------------------------------------
Order Support and Issues
I want to apologize to those that have been patient with me over the past few weeks while I've been buried under a mountain of support issues and requests, and the lack of responsiveness with some of the tickets and messages. I've explained this in other channels, but I think I should let everyone know here as well. After the fulfillment sale, I was hit with a MOUNTAIN of support tickets, PMs on Discord and slack, and emails. A lot of it is just fluff, like "Hey do you have any keys left over?", but a lot of it was order issues and mistakes, random key re-pours from earlier sales, lost packages, and address issues. I'm not complaining about it; this is part of how things go. I spend like 95% of my time in the workshop, so there are times where messages go several days without being responded to. Know that I'm learning how to manage my time more effectively under the heavier workload, so hang in there. Part of making keycaps for everyone is also communicating effectively, and that can be hard when my mind is on production, but I'm learning.
I spent yesterday compiling a list of everyone that has emailed me/messaged me/etc about past order issues/tracking/etc, and I will be getting to you all ASAP and solving each of your individual issues. I have also migrated the ticketing system from Freshdesk to an actual paid system called HelpScout, which is a lot easier for me to keep organized.
I wanted to give you guys a few handy tips that might make it easier on the both of us when it comes to getting your issues resolved:
1. PLEASE direct your support/order requests or questions to the support@keyforge.com email. I have like 150+ open conversations on Discord, and it can be hard to keep track of your actual order issue when regular conversation gets mixed in. I know that you get generally get a faster response from me on Discord, but there is a higher chance of me forgetting/misplacing your request or your issue when it is stuck in the middle of our conversation on Discord. If you don't get a fast enough response to your ticket, shoot me another message on the ticket itself. It updates your ticket and escalates the issue. Please work through your individual ticket, and don't send multiple new emails about the same issue. A link to your ticket is included in the email that you get back when you first open a ticket. Doing this will keep me organized, and get your issue resolved faster.
2. PLEASE do not message me on Slack about important issues. Most of the Slack communities are not paid for, so they forget messages over time, which means I go back to solve your order issue and it's gone, or I have to go through every single slack message thread because I remember the issue but not who asked me about it. Also, sometimes your names are different across multiple platforms, which can lead to me accidentally resolving the same issue twice without realizing it. If you have an unresolved issue from Slack, please send me a ticket so I can resolve it.
3. PLEASE do not hesitate to keep bugging me if needed. I appreciate it when you bug me, because I'm human and I forget things that aren't in my ticketing system. Hell, sometimes even the tickets get lost when I get a flood of new tickets in and I can use a reminder. A good rule of thumb is to just reply to the kicker email if you don't hear from me for a couple of days. You aren't annoying me, and you aren't going to be banned or exiled. I'm happy to work with you.
4. Don't be afraid to message me on Discord/Slack/etc for normal stuff or non-order related questions. I enjoy talking to each and every one of you (with the exception of White Bread on Discord, that boy ain't right), so feel free to message me about whatever you want everywhere else. You don't need to send me a support ticket because you want to know about a certain colorway or want to tell me about the weather. Nudes also don't need to be sent as a support ticket, because I don't want Oatmeal looking at your horrifying body parts.
Know that I fully appreciate all of you guys, and the fact that you're patient enough to work with me through these things. I don't have a team that I can consult with this stuff, or part out responsibility to, and I'm certainly not some business guru or anything. Most of the time I'm barely conscious and more focused on making keycaps than anything else. However, I'm trying my best to get better at some of these things through trial and error, while also delivering the best keys that I can to you, which is always my #1 priority.
