Satisfaction Survey for Retro Fit - please answer within 48 hours
over 7 years ago
– Wed, Sep 05, 2018 at 11:33:32 PM
Dear Backers,
We hope that you're all well.
As you may know, we take Backer satisfaction seriously at HRIBARCAIN. After putting blood, sweat and tears into creating Magno-Ink we have received some feedback whereby we thought we could make improvements.
Therefore, we've created a survey to assess if the retro-fit previously mentioned will improve the function of your pen. It appears only a select few people have experienced functionality issues, but we want to ensure every single backer is happy with their purchase and will hopefully be willing to support our future campaigns :)
We are looking to act on this as soon as possible, therefore we would appreciate completion within 48 hours so we can place the part order.
Please follow the link to the survey HERE!
Many thanks,
Ashley and Matthew
Lets get this sorted! :)
almost 8 years ago
– Sun, Jul 01, 2018 at 12:47:54 AM
Hello Everyone,
Firstly we would like to thank you for your feedback. We have received a mix of positive comments on the campaign page and those highlighting areas of concern.
Before you read the below, most importantly please be assured that:
We are going to invest our own time and money to fix these issues for you.
It is important to us that we deliver nothing other than what have promised on the campaign. We take your comments very personally and will use them to construct a solution for you all. The main issues we have raised and are currently addressing from your feedback are as follows:
1- The Rattle!
We agree that this is not acceptable. In all honesty, it is something that has been overlooked with the excitement of receiving our shiny 5000 units coupled with the concern that we were late on delivery. This is not be be misconstrued with ‘rushing a sub standard product out the door’. As you may well remember we already had an impact on delivery time due to a design improvement. Quality has always been our up most priority.
As soon as they arrived in the UK, we jumped straight into packaging the products to prevent anyone waiting any longer. We were so worried about relying on a logistics company to pack them for us and delay your delivery any longer, both of us with the support of Ashley’s wife spent 3 days packaging over 3000 units personally.
In hind sight we should have put a few products to test (other than our second round of prototypes) before sending them out. Whilst the comments have been rolling in everyday, we have been working on a solution for this issue (hence message response times may have taken a slight hit). We now believe we can produce a ‘retro-fit’ solution. Although we will have to machine a variety of components to find the right one, we believe we will be able to provide a solution for all of the units. It will be a push fit design that will take less than a minute to install by yourselves. We will cover all cost of this extra component along with the postage.
2- Only retracts when allowing the end piece to retract via the magnet alone
We believe the retro-fit solution above can be located within the pen in a position that also fixes the intermittent retraction of the cartridge (does not retract if both sides of the pen are pulled together slowly).
Please understand that we are taking a huge risk in suggesting a solution before we have started prototyping for a production run of over 5000 units. However, we think it is a higher risk to not keep you informed and leave you with a product whereby you feel cheated. This has never been our intention
3- Delivery packaging (flimsy bag containing the items/inks were loose in the packaging)
We fully understand your concerns and this is something we will rectify on our next campaign. Although the execution was not perfect, we do have a reason for this packaging. The bespoke carry box inside was designed to the smallest thickness possible to enable the parcel to be sent as a small letter (under 25mm including the packaging thickness). Anything over this thickness increases the delivery costs by a significant amount which has two huge impacts for us and yourself:
a.It could completely crush our margins and consequent cash flow meaning we can no longer produce new designs and continue with the business. We are true to our philosophy of offering high quality products at a heavily discounted price. However, this does impact our potential profits and only just enables us to make a go of building the business. We have said from the very beginning, we would rather have a large backer following than a small following with huge profit margins. We really want you to continue supporting us with our future products! That being said, poor delivery packaging can cause us to fall at the first hurdle. This is something we will need to improve somehow without impacting our postage costs.
b. Alternatively postage costs would need to increase which is something we are reluctant to do as it means more expense for our customers. The vast majority of postage costs over £5 per parcel but we take the hit in our own margins to save you the additional expense.
We know this is a rather lengthy message but we wanted to talk to you on a professional level and a slightly more personal note. We are aware that the comments section has been bombarded with mixed reviews and it has been impossible for us not to take some comments to heart.
Behind this computer we are just two guys trying desperately to build a commendable business from nothing. Without your support it would be absolutely impossible for us to even attempt to do this and we would have most certainly not left our jobs to pursue our dream. We appreciate people may have their frustrations and decide to convey it in different ways but please know that we are both honest guys and will always fix issues where we can. Feedback is always welcomed in the appropriate tone, as we will use it constructively and fix issues where ever possible.
After all, isn’t this what Kickstarter is all about? Helping small businesses get off the ground whilst receiving a great product and be part of the whole rocky, time gruelling, sweat and tears, mistake making, beautiful and fantastic design journey!
Its fair to say that the search for the solution will impact our company in numerous ways however the only impact for yourself will be waiting time. When we find a solution to the issues above it will be sent free of charge and we will insure the postage costs.
We only ask for your patience whilst we begin the process of prototyping a retro-fit solution coupled with running the business on a daily basis. Finally, we can only hope that you consider this message not only as an apology for any frustration caused but proof of where our priorities lie.
It has always been and always will be our backers.
Thank you
Ashley and Matthew
Delivery Update
almost 8 years ago
– Thu, Jun 14, 2018 at 05:10:44 PM
Hi Everyone,
We have now sent the first 500 parcels!
It is incredibly busy here at the Hribarcain studio....we aim to have all parcels sent by this Saturday :)
When you receive your parcel please be aware of the following:
- Take note for extra inks/leads and sharpeners in the parcel (if you have ordered extras). They are very small and can be easily missed.
- If you have ordered a pen clip please be very careful when sliding it onto the pen. They are both metal parts and therefore have the capability to scratch. If this procedure is done with care there will be no issues.
We are extremely excited for you to receive Magno-Ink! :)
We are also delighted with the quality of the final product and its packaging. It has been a fantastic journey and we thank you indefinitely for making another Hribarcain project a reality. We have paid a huge amount of attention to detail and sincerely hope you enjoy your new product from Hribarcain.
We have more products in the pipeline and we hope you continue to join us on our next journey.
We would love to hear your feedback once you receive your pens :)
All the best
Ashley and Matthew
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