Big Finish is a company of two halves; not only do we make exciting audio adventures to thrill and entertain you, but we are also responsible for selling and delivering them directly to you, the customer. To continue doing this, on a larger scale, requires essential upgrades. 

So, here is what we did: we asked experts to help us build a new “store front” to equip us for the future and, while many of our behind-the-scenes operations are now much improved, not all the functionality of the new website and app are working as intended.

I am deeply sorry for the inconvenience so many of our loyal listeners have experienced over the past two weeks.
We have listened to all your feedback in relation to the new website and app and it is clear that your confidence in Big Finish has been shaken. In order to restore your faith, I have decided that, until the new website and app are ready to be relaunched, we will roll back to the previous versions in the coming days. 

To address some of the queries that this may raise, please let me reassure you that all historic purchase, order and release data from the previous website was backed up and the Big Finish team has also carefully recorded all purchases made through the new website since then. All this information will be merged and made available, via the familiar interface of the previous website and app when this is restored.

There may be a brief outage while we migrate the data back to the previous website and app, to ensure everything is checked and double-checked before the website is brought back online. 
You will be able to login to the “previous” website and app with the same password you used before.
All purchases made on the new website have been logged and will be honoured in your account when the previous site is reinstated. 

No additional changes will be made to the pricing of pre-orders, multi-buy discounts or postage; whatever you have paid for/downloaded remains yours. Once all the above has taken place, we will publish a revised schedule for the postponed August releases, plus some sales promotions.

I hope you will understand that the changes made to our website and app were undertaken with the sincere ambition to make things quicker, easier and more efficient for our customers. Clearly that ambition has been momentarily thwarted. 
The rollback to the previous versions of the website and the app are not permanent. While familiar, the Big Finish website and app cannot remain as they were while our audience grows, and new listeners discover our great and ever-expanding catalogue of audio dramas. 

We need to adapt, and we cannot do that without upgrades to the technology that underpins our online store. 
That said, we have listened, and we have learned.

In the future, I promise we will seek out more involvement from our loyal customers up front and we will be clearer about what we are trying to achieve when it comes to website and app development so that you are prepared when they inevitably regenerate into something bigger and better.

Many thanks for your continued support.

Very best wishes

Jason Haigh-Ellery