Ian Ring

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

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

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

I'm all caught up on sending missing tokens to everyone who opened a ticket with SUPPORT@SCUBBLY.COM
Please understand that I can not send tokens in response to posts to this thread! Download tokens are individual and uniquely assigned to each recipient, and they must not be shared. So I can't post them here as responses on a public forum.
Cheers
Ian Ring
Scubbly.com

Hi Everyone!
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.

For those of you who already have done that, thanks! There were quite a few new requests received since Friday afternoon, and I'm going to get to those now (Sunday Aug 28, approaching midnight in this time zone).
Cheers
Ian Ring
Administrator
Scubbly.com

Hi everyone, it's me again.

I'm caught up with all the support requests sent to support@scubbly.com. Several people reported not getting the email, and I've replied to each of those with your tokens. There have been no other reports of other kinds of problems, which is great news! The download service has been humming along working flawlessly, pumping out many terabytes of video to y'all out there.

Remember to check the file size of your downloads, to ensure that the files aren't truncated or incomplete. And if you have any problems with them, use the support email mentioned above: support@scubbly.com

Cheers!
Ian Ring
Administrator
Scubbly.com

Hi Nancy,
I am confident that Scubbly is working OK, but from your description I would guess that PayPal is having problems.
We've seen glitches before from PayPal, sometimes lasting only a few minutes, but sometimes lasting many hours. But PayPal is a huge company with a lot at stake so they usually get their act together pretty quickly when part of their service is broken.

PayPal does look all right to me, but that's not insightful, since they have thousands of servers co-located all over the place and what I see may not have anything to do with what you see.
My suggestion is to try again, after waiting an hour or so.

Good Luck,
Ian Ring
Administrator
Scubbly.com

Hi Everyone!
Following up on what has been written so far, here are some general "FAQ" type solutions

1) Didn't get the email
Some email messages aren't reaching their recipients. Don't fret! If you feel that you should have received the rewards but didn't get an email about it, send me a quick note to SUPPORT@SCUBBLY.COM
I will look up your download token and send it to you personally.

2) Videos look scrambled, have no sound, or won't play
These are common symptoms of an incomplete file. Check the file size of the videos, and compare it to the size mentioned on the download page. If the numbers aren't the same, then you've got an incomplete file, and that won't play right.
Solution: chuck the copy you have, and download it again. Check the size when it's done, to make sure it's all there.
As I reported to Destiny earlier, there were some capacity problems at Scubbly on Friday afternoon, and early evening. If you downloaded your videos at that time, there is a chance you might have videos that were truncated, interrupted, or incomplete! Check the file size.
All Scubbly services have been purring happily since Friday night, with no problems or interruptions.

3) Download is really slow, ends too soon, or is problematic
Use a resumable download tool, such as "DownThemAll" for firefox. It really does make a difference, especially since these are very large files. Resumable downloads are more reliable, and faster too!

It won't be possible for me to watch this forum thread for all support-related problems in perpetuity. Please, if you have any concerns, send an email to SUPPORT@SCUBBLY.COM, as this will automatically open a support ticket that gets tracked and should get a timely response.

Cheers
Ian Ring
Administrator
Scubbly.com

Hi everyone!
Please bear in mind that these are very large files, and they're being given to a huge list of people all at once.
If you experience any VERY SLOW downloading or problems with the files being incomplete, try the following:
1) wait until tomorrow, or after the weekend. Seriously, the download service is already maxing out capacity right now. I know you all want to watch these things ASAP, but if we just spread out all these downloads over a couple of days, it will make a huge difference.
2) use a resumable download tool, as suggested on the download page. It really does make a difference.
3) if #1 and #2 don't help, contact support@scubbly.com to mention that your download didn't work; this will open a service ticket so your problem won't be lost in anyone's email inbox (like, ahem, mine)

Cheers
Ian Ring
Administrator
Scubbly.com

Erica, your endorsement of Scubbly is incredible and humbling. It's rewarding to know that the small effort it takes to care about decent customer service is appreciated, and I'm deeply grateful that you took the time to write such a comprehensive and thoughtful review.
As you know, I manage the service, but I'm also a seller myself. Scubbly was built in order to be the service I longed to exist, and it continues to evolve based on the simple axiom that buying things online shouldn't suck. I care about the satisfaction of your customers as much as I care about my own!

When Scubbly launched in 2009, it was truly (in my biased opinion) best-of-class in its niche. And even until a year or two ago, I believe it was superior to the rest in both feature offerings and competitive pricing. I won't lie to you - that situation has changed. Now there are predatory competitors coming on the scene running a VC-funded loss-leader model, squashing the competition with low rates (Gumroad, Shopify, DPD...). In the other corner are competitors who are still clinging to a profitable model with higher cost, but who are extremely vertically-focused, so they're inevitably going to dominate very particular markets (Bandcamp, Ravelry...).

Scubbly is a small company sitting dangerously in the middle of that rumble. It continues to be an entry-level e-commerce service, being neither the cheapest (it used to be, but not any more) nor the most fully-featured (which is never was, deliberately), but I feel that Scubbly hits a spot that satisfies exactly the kind of sellers that are already enjoying it today. Your summary of what Scubbly does well today sums up the things that I am committed to making sure Scubbly continues to do in the future. By continuing to experiment with new feature ideas, personal attention to customer satisfaction, and extremely agile delivery, I believe Scubbly can compete with the other excellent services that exist - acknowledging that Scubbly won't be the best or most profitable solution for every business.

Cheers
Ian Ring
Administrator,
Scubbly.com