NON-US BACKERS PLEASE BE AWARE Wraithmarked / Sword of Kaigen address issue
I’ve been waiting 17 months for my Sword of Kaigen Special Edition. On 5 August, Wraithmarked told non-US backers that we would receive a BackerKit email giving us a 48 hour window to update our delivery address before addresses were locked.
I never received that email or notification.
I’ve now moved house, and customer support has told me they cannot change my address, even though my order apparently hasn’t shipped yet and is only roughly expected to go out in mid September. Their solution was to wait for tracking and then try to get the postal service to redirect it.
So, NON-US BACKERS PLEASE BE AWARE: if you’ve moved or changed address, check your details now. You may find that your delivery address has already been locked and they won’t change it. I want to be clear, I'm not complaining about the Kickstarter delay itself. I’ve waited patiently for well over a year. My issue is that we were specifically told we would get an opportunity to update our addresses, I never received that opportunity, and I’m now being told there’s nothing they can do.
How can you expect people to continue supporting your Kickstarter campaigns when this is the level of customer support provided when something goes wrong?
I’ve asked for this to be escalated, because surely if the parcel hasn’t actually shipped yet, someone should be able to get it sent to the correct address.
Has anyone else outside the US had the same issue, or actually received the BackerKit 48-hour address change email?