PR is responsible for the communication. That means deciding what gets communicated and how it gets communicated. CustServ only communicates based on PR’s directives. CustServ typically doesn’t initiate communications either: they get asked for information by a customer, or they get instructed to disperse information - usually by PR. As such, they have no real responsibility regarding communication other than following instructions.

I’m fairly sure CustServ at FFG has notified PR, or someone else with nominal say in the matter, about the issues with the “Upcoming” page and possibly news announcements in general ages ago - unless they had already been told about why the issues with that page exist and why they can’t be helped. I doubt there is anything they can do about it, much as they might want to. Of course, my work experience in CustServ might have made me biased.

Working in customer service, myself, I can only give a real-life anecdote---

Years ago, an Apple Mac OS update "broke" one of our smaller software titles that allowed computer connectivity with a piece of hardware. With lots of different roadblocks in there, it took a year and a half for that to be fixed. In that time, all we could say was to the effect of, "We are aware of the issue, and our developers are working on a solution. We do not have an ETA for the fix. Keep watching our web site for the new version." We faced a deluge of calls and emails, some saying, "If you're not going to support Mac anymore, just say so." So, there may be a plan...but they may not be in a position to even say there's a plan. It all comes down to what they're allowed to say.

4 hours ago, Nytwyng said:

Working in customer service, myself, I can only give a real-life anecdote---

Years ago, an Apple Mac OS update "broke" one of our smaller software titles that allowed computer connectivity with a piece of hardware. With lots of different roadblocks in there, it took a year and a half for that to be fixed. In that time, all we could say was to the effect of, "We are aware of the issue, and our developers are working on a solution. We do not have an ETA for the fix. Keep watching our web site for the new version." We faced a deluge of calls and emails, some saying, "If you're not going to support Mac anymore, just say so." So, there may be a plan...but they may not be in a position to even say there's a plan. It all comes down to what they're allowed to say.

I'm not blaming the customer service depart but ffg as a company is providing subpar customer service by keeping their customers who've been waiting over a year for a particular product in the dark about timetables. At this point they surely have to know whether or not it will go to shipping now in the next month, or at least know that they don't know that because of situation X. I'm not doom and gloom about this or name calling or a conspiracy theorist ascribing ill intent. But checking the upcoming product page daily for the last month is getting my nerves a little frazzled, I like to know if I don't need to check for the next 2 weeks to spare myself the daily disappointment. A simple "expect no news before date x" on the upcoming page for this would be fine even if they updated the timestamp/date once every 2 weeks. I know it's not going to happen but hey...

At this stage I'm just wondering if all the negative feelings will end up ruining the book for a lot of people.

Thoughts to the tune of "This is what I waited for, for over a year?!".

I'd like to think that reasonable people would be above such thoughts colouring their opinions, but stranger things have happened.

I for one am looking forward to adding another book to my collection, regardless of the time it took. So far every book ffg has brought out has been a great product and a pleasure to read.

On 3/11/2018 at 7:54 AM, Khezgaan said:

At this stage I'm just wondering if all the negative feelings will end up ruining the book for a lot of people.

Thoughts to the tune of "This is what I waited for, for over a year?!".

I'd like to think that reasonable people would be above such thoughts colouring their opinions, but stranger things have happened.

I for one am looking forward to adding another book to my collection, regardless of the time it took. So far every book ffg has brought out has been a great product and a pleasure to read.

I'm almost there with you, lead by example was good but not great in my opinion. That said no disintegrations didn't live up to the hype we all gave it, I initially rated it as a "better than average star wars ffg supplement" because I was disappointed by what it was not. 2 months later when I got the time/opportunity to appreciate for what it was it became one of my top 5 ffg star wars supplements. But I have a hard time believing that I'm not going to love the starship crafting rules compared to the current situation of no star ship crafting rules.

I have to admit my excitement for the book has lessened significantly. It has gone from being a "must buy" to a "wait and see". A character who had been holding onto XP for a spec in the book moved on a long time ago, and eventually retired.

14 minutes ago, TheSapient said:

I have to admit my excitement for the book has lessened significantly. It has gone from being a "must buy" to a "wait and see". A character who had been holding onto XP for a spec in the book moved on a long time ago, and eventually retired.

It's sad to say but I understand. It's been what, 9 months since we got the last article? At this point the hype is gone. I still want it... (star ship crafting rules) but the urgency is leaving every day it's delayed.

Time has come to send messages to FFG enmasse and ask them what is happening with this book. We can be polite, but we need to be persistent. Fans should not be ignored, and product delays of this magnitude should be addressed to assuage player fears and to prepare groups timelines. I know I’ve had a few friends who played mechanics leave the game and I’ve had three campaigns end in the time it has taken so far, all without any news if it’s tmw or ten years from now. Only a combined press of questions can get FFG to care enough to say something. As Princess Leia once said, “... you are my only hope.”

P.S. I know there will be those who disagree, that’s fine, don’t bother doing so. Those that want to see progress will.

25 minutes ago, Khazadune said:

Only a combined press of questions can get FFG to care enough to say something.

I don’t mean to dissuade you. Do send FFG your messages. But I promise you, it’s not that they don’t care. The problem is that you want them to tell you that something went wrong while every PR employee and everyone at the management level they have has had it drilled into their skull during their education that doing so is a very bad idea and to avoid it if at all possible, for business reasons.

3 minutes ago, nameless ronin said:

I don’t mean to dissuade you. Do send FFG your messages. But I promise you, it’s not that they don’t care. The problem is that you want them to tell you that something went wrong while every PR employee and everyone at the management level they have has had it drilled into their skull during their education that doing so is a very bad idea and to avoid it if at all possible, for business reasons.

Yeah, but there’s a change in how they are even delivering announcement articles. From 3 to 1 or none. We have to try and let them know that more information is wanted, whether specifics are offered or not.

Just got the email that my pre-order for Fully Operational will be shipping soon.

On 3/13/2018 at 7:54 AM, TheSapient said:

I have to admit my excitement for the book has lessened significantly. It has gone from being a "must buy" to a "wait and see". A character who had been holding onto XP for a spec in the book moved on a long time ago, and eventually retired.

Now we see why patience is a virtue

51 minutes ago, Khazadune said:

Just got the email that my pre-order for Fully Operational will be shipping soon.

Where from, if you don't mind me asking?

I got my email an hour ago as well, I pre-ordered directly from FFG.

26 minutes ago, Dr Lucky said:

Where from, if you don't mind me asking?

From the FFG Preorder. I live in Canada. I happened to be the first to get DOR when that came and the book was a week and half to my house from the email. Let’s hope the same is true. I have been playing nothing but mechanics since getting this system and I really want to explore the new ship building rules and start utilizing the Knowledge: Education investments!

14 hours ago, Khazadune said:

Just got the email that my pre-order for Fully Operational will be shipping soon.

This has me jumping around like a small kid anticipating a big bag of goodies :-)

2 hours ago, Gelanin said:

This has me jumping around like a small kid anticipating a big bag of goodies :-)

I think you will be in good company.

I'm going to be bluntly honest here; while I'm somewhat interested in the content, I'm very disinclined to reward FFG's dumpster-fire of a job managing their production and (far, far more importantly) their communications with money. Beyond them not deserving it, they deserve to NOT receive it after all this nonsense.

Use your words. It's not hard. What are you, four?

19 hours ago, Unionjack8088 said:

I got my email an hour ago as well, I pre-ordered directly from FFG.

@Absol197 asked an important question of @Khazadune in her trends thread. Was FO the only book you preordered? Did you by chance order the D6 anniversary edition? Or any other products that are on the boat at this point?

Thanks.

My guess is both Fully Operational and Cyphers & Masks have been at FFGs warehouse for a few weeks and they are staggering releases to try to get back on some sort of regular release schedule. So FO probably hits shelves in April... I’m guessing C&M in June (?). Maybe the WEG books get delivered here in a few weeks and hit stores in May. Then probably one of the Force and Destiny books around GenCon.

4 hours ago, White Haven said:

I'm going to be bluntly honest here; while I'm somewhat interested in the content, I'm very disinclined to reward FFG's dumpster-fire of a job managing their production and (far, far more importantly) their communications with money. Beyond them not deserving it, they deserve to NOT receive it after all this nonsense.

Use your words. It's not hard. What are you, four?

We don’t have to like it, but FFG’s a business. It seems wrong, but that means they can’t/shouldn’t cater to their customers’ every need and desire. If anything, the Upcoming page is actually a bad move on their part. Most companies choose to announce new products only when they are good and ready to be able to meet a deadline.

15 hours ago, jayc007 said:

@Absol197 asked an important question of @Khazadune in her trends thread. Was FO the only book you preordered? Did you by chance order the D6 anniversary edition? Or any other products that are on the boat at this point?

Thanks.

Unfortunately I didn't order and of the other books and can't do any more than speculate on anything not FO.

Well over on the trends thread Khazadune mentioned that his email just said his pre ordered item is shipping but didn't give any names. So the question was asked to see if it was indeed FO... More for validation than any other reason... however the question was answered by a few methods in some other posts.

Although your answer further validates that the book shipping is indeed FO.

Strange that it hasn't moved to shipping now though, isn't it @Absol197 ?