Civolution Update, Nov 22

Even though some time has passed since our last statement, we have continuously worked in the meantime to resolve all ongoing matters regarding Civolution in your best interest. Below, in the form of an FAQ, we would like to provide you with a summary of the current status and an overview of where you can turn with inquiries.

Update about copies of Civolution that were bought/picked up AT SPIEL ‘24:

What is the current status? / Why is it taking so long?
The majority of the spare parts has already been shipped directly from our producer. They should have arrived at the latest by the beginning of December. You may receive two deliveries if you have entered your name on the list twice (e.g. because you noticed that more things than the settlements are missing). Please contact us if you have not received a delivery by mid-December.

Why haven’t I received my spare parts yet, even though the game is already available in regular stores?
Unfortunately, the missing settlements affected the entire batch that was sold at SPIEL ‘24. These missing parts had to be produced anew and were then sent directly to you by our producer as individual deliveries. We are sorry that this process is taking a lot of time, but it should be completed in large part by the beginning of December.
This general problem with the settlements, however, was not found in the rest of the print run. Therefore, after a thorough examination by our distribution partner, it was put on sale. Unfortunately, due to the volume of material, it is difficult to avoid the occasional errors occurring in these copies. However, Pegasus will make sure to send replacements to those affected as quickly as possible. As a small remote publisher, the copies of each of our print runs always goes directly to our distribution partners, so unfortunately, we only have very limited access to them ourselves.
We would like to apologize again at this point for the unclear communication. The whole situation is new to us and has occurred for the first time on this scale. We do our best to keep communication as transparent as possible.

Why am I not getting a response to my emails? / Why do the replies take so long?
We at Deep Print Games are a small team that works completely remotely. As a publisher, we release our games but do not distribute them directly to you, the end customers. For this purpose, we have reliable distribution partners in various countries from whom you can purchase our games. For this reason, we do not have a traditional customer service department. Instead, we usually forward inquiries about spare parts to the respective distribution partner, who diligently handles each request.
None of us have ever had a case like this before and we first had to establish a system ourselves to handle the volume of inquiries. We answer your requests alongside our ongoing daily operations. We are doing our best to respond to you as promptly and personally as possible.
Please understand if it takes a bit longer.

The following applies to all copies of Civolution that were purchased regularly AFTER SPIEL ‘24:

Where can I submit my spare part request if something is missing from my copy?
We at Deep Print Games are a development studio, and our games are distributed through our distribution partners. For Civolution, these are currently Pegasus Spiele and Pegasus North America. Therefore, please submit all spare part requests to Pegasus. The quickest way is to use the corresponding spare parts form on their website. Here are the links, sorted by region:
Germany: https://pegasus.de/ersatzteilservice
Pegasus Europe (English version):https://pegasus.de/en/spare-parts-service
USA/Canada/Australia/New Zealand: https://pegasusna.com/customer-service
Pegasus have sufficient replacement parts in stock and are logistically prepared to handle your requests. We are working closely with Pegasus in this regard. Your inquiries can be processed there most quickly and efficiently.

Where can I turn if I have questions?
If you have questions that go beyond the replacement parts service, you are always welcome to reach out to us via the contact form on our website. We will do our best to respond to you as promptly and personally as possible. However, please understand that, given the current volume of inquiries, it may take a bit longer.

We thank you for your support despite all the challenges! Rest assured that we see your frustration and concerns and take them very seriously.

Your Deep Print Games Team