Better Wood Heat: Digital Download (Scubbly) support thread

Guillaume Fournier wrote:I got an email from Scubbly on August 19th and everything seemed fine.  However, I was out of the country for a while and just got back.  When I'm pulling the email from Scubbly back to screen again, it is now empty.  I was not able to download.  I pledged 60$, was supposed to get 8DOWNLOAD reward.  Please help me get the digital content, thanks!

Guillaume

Hi Guillaume! So what probably happened there is your download links expired, you'll just need to get a new set. Email support@scubbly.com with your details and they'll get you taken care of.

Hi
I've not been online much lately and missed all this.  I looked in my email and didn't see anything about the digital download; can you help me?

Muriel Johnson wrote:Hi
I've not been online much lately and missed all this.  I looked in my email and didn't see anything about the digital download; can you help me?

Did you look in your spam box?

Did you send an email to Ian?

I checked my spam, but did not email Ian.  what is his email addy?

From Ian's previous post:
"A reminder: if you didn't receive the download token and think you ought to have, please send an email to SUPPORT@SCUBBLY.COM to say so. That will open a ticket using "zendesk", the support ticketing system that Scubbly uses to keep all these requests organized so we don't forget anyone."

I found the message and I'm downloading it now.  It was hidden in a thousand other emails, lol

I have tried to download and am getting the following error:

Forbidden

You don't have permission to access /download/instant/ on this server.

Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request.

Apache/2.2.17 (Fedora) Server at www.scubbly.com Port 80

I am computer savvy and tried a VPN and the website works fine then but since its a free vpn, its suuuuuuuper slow, hence i cant download it.
So it seems my IP is banned or blacklisted, i thought it was because i used a download manager but later read that's actually encouraged.

I cant find any other internet connection at the moment, i have tried at the library and would take me more then 12 hours to download there as they use some sort of throttling system.....

My internet is Exede Satellite, down 5Mbps

Can anyone help me?
Thank you for your time!

Have you already sent an email to ian?

I have only emailed to support@scubbly.com and you, (Paul) answered me first a couple of weeks ago and again today.
You CC'd Ian and he has not yet responded.

Thanks again for your prompt attention!

have not been able to figure out how this forum works......so giving it a shot here.  I have written several times to ask where my token for digital download is but to no avail.  So I will try here.  Dr. Howard T. Mowers, and I paid for everything and can not figure out how I did not receive the token for download, I seem to be receiving everything else....please review my sign up and see what questions you might have for me....and let me know what I need to do.....email  >daytraderbz786@gmail.com<Thank you so much for your help.

PS:  there was supposed to be digital download for both old and new dvds, as well as streaming and actual DVDS

Ted Mowers wrote:have not been able to figure out how this forum works......so giving it a shot here.  I have written several times to ask where my token for digital download is but to no avail.  So I will try here.  Dr. Howard T. Mowers, and I paid for everything and can not figure out how I did not receive the token for download, I seem to be receiving everything else....please review my sign up and see what questions you might have for me....and let me know what I need to do.....email  >daytraderbz786@gmail.com<Thank you so much for your help.

PS:  there was supposed to be digital download for both old and new dvds, as well as streaming and actual DVDS

Hi Ted, I was actually in contact with you a few weeks back about this and never heard back, but I gather from this comment you were never able to find your download links? If that's the case, you'll want to email Scubbly directly for them - support@scubbly.com

On the physical DVDs, they actually just got shipped out! You should be receiving them very soon

I got an email from ian saying that he will be attempting to resolve this stuff around midnight tonight.  

If by 10am sunday morning you guys are not 100% happy with scubbly then I will find a way to get those files to you and I will have to begin exploring finding alternatives to scubbly.

I did not recieve a link for my download. Can you help me with that/

Hi Dr. H. T. Mowers,
The support ticket from you was created yesterday at 5:13am, so I'm sorry that I wasn't aware that there was previous communication that didn't resolve things. I sent you the download tokens a few minutes ago, and refreshed it so it won't expire for a long time. That should give you plenty of opportunity to download the files. Check your email, and if you don't see something there from me, let me know ASAP.

To everyone else,
I must insist to everyone who is missing or seeking download link, please send your requests to SUPPORT@SCUBBLY.COM
When you send a message to that address, it will open a trackable support ticket with ZENDESK, which helps us to make sure that every problem gets addressed.
Please do not send support requests to the "admin" address, and don't only leave a message here in the forum, because I'm not checking in here for new messages with any regularity.

I just went through all the outstanding support requests at Zendesk, and everything is caught up. Everyone who has asked for help from SUPPORT@SCUBBLY.COM has received assistance, as of a few minutes ago.

Cheers
Ian Ring
Administrator
Scubbly.com

Ray Van,
I've sent you an email with the suggested next steps to that problem. If for some reason you didn't get that email message, please follow up with a response to SUPPORT@SCUBBLY.COM
Cheers ~ ian

Doug Loeb wrote:I did not recieve a link for my download. Can you help me with that/

Hey Doug, I'm showing that we sent you your links on 8/19 - have you checked your spam folder? Also, try searching your email for the term 'Scubbly'. If you still can't find it, contact support@scubbly.com.

I think that all the original tokens were sent out more than 30 days ago and those tokens were set to last for 30 days.  Plus, if it did end up in somebody's spam box, then most spam boxes are set up to throw spam away in 30 days.  

I heard from Ian a week or two ago that 40% of the people have not exercised their tokens.   Which is why I sent so many reminders out through the kickstarter stuff.  

My guess is that 10% of the tokens went to people's spam box.  So they will need to receive the email again.   And 30% got the email and set it aside thinking that they will download it later.  

The important thing is that Ian will make sure that everybody gets the stuff they paid for.    

The digital download is offered for a very low price because it does not need to be printed on a physical dvd, put into a physical plastic box, put into a physical cardboard box, labeled, postaged, driven to a post office in a petroleum powered vehicle, carried by a massive collection of petroleum powered vehicles to be dropped off at your house.   Instead, the digital download is cheap because it takes almost zero effort on our part to deliver it.   Of course, that assumes that the receiver knows what a digital download is, how to receive it and play it, and can do all of this within an approach that takes zero customer support.  But if it turns out that 40% of the people choose to not follow directions and this all ends up being a lot of hassle, then for the next kickstarter I have to wonder if offering a low price is really worth it.  

Ian,

I know that our agreement at this point is that you handle all support for delivery.  So far, it seems that jocelyn, destiny and I have been trying to offer people a LOT of help.   I would like to propose a few things in the hopes that it might reduce the support time for all four of us.

P1:   Maybe a web page that we can direct people to where they can feed in their email address.  
P1.1:  the email address is not found so the user is told "email address not found"
P1.2:  the email address is found and the token was never used, so the a new email is sent and the user is told "token resent"
P1.3:  the email address is found, the token was used 10 days ago, so a new email is sent and the user is told "token resent - the token is good for 20 more days"
P1.4:  the email address is found, the token was used 40 days ago and the user is told "token expired"

So if a user has six different email addresses and they are not sure which one they used, they can keep feeding all those email addresses in until one works.   If bad guys come, they worst they can do is make somebody get their token again or get a notice that the token was already used.

With this page, maybe 95% of the support stuff can be resolved without folks needing anything from us.  

P2:   take a look at why scubbly stuff might end up in somebody's spam box.  This is something I know very little about, but it seems that there are ways to end up in spam boxes less.

P3:  I know that you are trying to get people to use support@scubbly.com - and I understand why.   And when I forward support requests to you, then I will try to use that instead of admin@scubbly.com.   Of course, all of your replies seem to come from admin@scubbly.com.  And when I try to send you stuff, gmail wants me to use admin ....    there have been things I have forwarded to admin@scubbly.com that got zero response.   I would like to request that you check that email, including the spam box, and if something sent to admin should have gone to support, please reply to let me (us) know and cc support@scubbly.com so that we can move forward rather than it seeming like you ignored the request.  I think that this delay has only happened twice, but to each of those people it looks like it is happening 100% of the time.

Hi folks,

Good news for anyone who needs to have their tokens re-sent.
Now there's a way to get the tokens sent again, self-serve like.

Go to this page:

http://www.scubbly.com/help/token_retrieval.php

Enter your email address in the box, and press Send.
If any download tokens have been issued to that email address, then an email message will be sent containing the download links.
If no tokens are assigned to the address, then a message will tell you so.

Also:
All download tokens for all kickstarter rewards have been extended to the end of December. Anyone concerned about the tokens expiring after the usual 30 days should not fret!

This should solve the majority of the problems we've been seeing.

Cheers
Ian

Thank you Ian! I have added that information to the original post of this thread - hopefully it'll save us all a bit of time.

Hello, I supported the kickstarter and got my digital download.  But last week, my hard drive crashed.  Is there any way I can download them again?  My scubbly token has expired.

Thanks,
Tim

Tim Mass wrote:Hello, I supported the kickstarter and got my digital download.  But last week, my hard drive crashed.  Is there any way I can download them again?  My scubbly token has expired.

That is the downside of digital download.  You get one copy.

Same with dvd - if you lose it or break it, it's over.

I would like to suggest that this time you get the streaming - if your computer explodes it is still there!

I've looked around and couldn't find it. So, I thought I would just ask. DVD 4: INNOVATORS EVENT, is lost from my collection. So, I was wondering if there was a link to buy just that DVD (digital download would be best, but I could do streaming too) . I've tried my download link ( just wishful thinking) and I've look around the digital media page and all I saw was the complete set, and a place to rent DVD 1: COB.

Thanks for the help, and I look forward to the latest kickstarter project knowledge.  


Justyn

Baron Mavis wrote:I've looked around and couldn't find it. So, I thought I would just ask. DVD 4: INNOVATORS EVENT, is lost from my collection. So, I was wondering if there was a link to buy just that DVD (digital download would be best, but I could do streaming too) . I've tried my download link ( just wishful thinking) and I've look around the digital media page and all I saw was the complete set, and a place to rent DVD 1: COB.

Thanks for the help, and I look forward to the latest kickstarter project knowledge.  

Scubbly is no more.  

And we have tried to come up with something scubbly-esque.  It gives me the ability to give you access.  

I have confirmed your contribution to the kickstarter and have given you access.   Let me know if it works okay.

Everything worked like a charm. Easy!

Thank you so much Paul!  

If the day comes that I can help you with a dilemma, I will be on it promptly.  

Thanks again.

-Justyn

Justyn Mavis wrote:If the day comes that I can help you with a dilemma, I will be on it promptly.  

Every day.  And often several times a day.  Dude, it would be your full time job.

Quick and easy:  help answer questions here at permies.   Sign up for the dailyish, including the "help paul with his plots on world domination."

If you are helpful here, then eventually the staff will ask you to join the staff.  And that opens up a massive toolset and a list of jobs that need to be done.  

The work never ends.

Paul,

I went to Scrubly.  Their automatic reply said that I had two tokens - one for the 4 film set in 2015 and one for the 8 film set in 2016.  Both have expired.

Reading further, I found that they are shutting down downloads at the end of July, so I need to rush this.

Their reply gave a contact email if I needed more help, but it went nowhere - the address seems to no longer be valid.

Any idea what I should do next (other than read the rest of this thread)?

(Copy of their reply ---
This is an automated notification from Scubbly. DO NOT REPLY to this message.

Hi ,
Here are all the download tokens that have ever been sent to liberty1@gmail.com.

Purchase Date Product Name Price Download Token Status
2016-08-19 Better Wood Heat + Wood Burning Stoves 2.0 = 8-Video Set $0.00 08fa68f267d8d85fe94679bb654adf79 Expired
2015-04-05 Wood Burning Stoves 2.0 4-Video Set Download (no physical DVDs) $0.00 312aba72ed6a2e72776c46a7593169e1 Expired

If you require further assistance using Scubbly, contact us.

This message was sent from Scubbly to liberty1@gmail.com.

To avoid having these notifications filtered as Junk or Spam, add notifications@scubbly.com to your "white list" of trusted addresses.

For more Scubbly updates, subscribe to the Scubbly blog!

--- end of copy)

Thanks,
Bobby

Yup, my agreement with scubbly was that everybody would download their stuff within 30 days.   So by september of 2016.  

My asking if you had received our emails detailing the scubbly download tokens was really about whether your email was working - if i sent you new emails, would you even receive them?

So - I went ahead and set you up with our new digitial download stuff.  Did you receive the email about that?

Paul,

As reported elsewhere, the email came thru and the download is happening.

Thanks,
Bobby

I was looking for my copy of this (I got the digital download), and I can't seem to locate the file.  I went to Scubbly to see if I could retrieve it that way, but it seems they are no longer operating.  Is there any way to convert this to streaming?  I'm open to whatever options there might be.  Also, I noticed that my support of this Kickstarter isn't showing up on my profile as K badge item.  According to Kickstarter, I was backer # 292 @ the $40 level.  I know this was a long time ago.  I may have downloaded the files to my PC that crashed, and I probably lost the original file.  That's my guess.  Thanks!

K-stuff: I have not yet finished putting that in.

Scubbly:  they went under years ago.  Which is a bummer, I really liked them.  I think it was VAT tax stuff that killed them.

You might find that the streaming is priced pretty sweet already:  https://richsoil.com/wood-heat.jsp#buy