Continuing Frustration with waiting for access to subscription d / l

[Robert Maughan]

I find it really annoying that anyone can buy the .pdf files of items I have subscribed to and get them instantly, while I am still waiting for stuff to ship before I can get my files.

I just don't feel it is reasonable that subscribers get poorer service than walk-in customers.

[Cosmo]

I am very sorry for the delay in this month's subscription shipment, and I assure you that we are in the process of getting orders packed up and shipped out as quickly as possible.

The issue this month was that, with the addition of the various Kickstarter rewards, we were not able to group bunches of orders together as efficiently as we usually can. With variation in the contents of a lot of the packages, we are not able to prepack orders and run them off in batches. This causes systematic delays as each order takes more time to pack and this get multiplied by the thousands of orders all needing to go out.

I always hesitate to explain these delays at this level of detail, as it sounds like I'm making excuses. However, the point I'd like to get across is that we find this delay as unacceptable and frustrating as you do (or more), and I assure you that we have learned from our mistakes in with this experience and will make every attempt to avoid this in the future.

Thanks,
cos

[Vic Wertz]

I'd just like to add that in normal months, we plan for subscribers to have access to subscription PDFs for between 4 and 9 days before non-subscribers can purchase them.