Streamline Customer Request Process

[marcbarker]

Jason,

This really may be of help. If you noticed there really is no process in requesting changes or criticisms. It may not be a bad idea to have a process flow for eveyone to see and use.

Hypothetical Change Request to an existing Game

Matrix Games makes every effort to create accurate, easy-to-use publications. However, we occasionally make mistakes. Please let us know if you find an error in a Matrix Product or identify a way to cover a topic more clearly and concisely.

Submitting a Change Request (choose one of three options):
If you are faxing or mailing a submission, include a copy of the pages in error and the following information: Name, phone number, company name, email address; legible and easily understood explanation of the error.

1. Complete the Product Change Request Form.
Please be detailed and clearly identify the change, preferably by attaching an image of the page correction(s).


2. Fax the Change Request to the applicable Administrator listed below.


3. Mail the Change Request to the following address:


Confirmations/Notifications

After submission, the submitter and the applicable administrator will receive an email confirmation that includes a summary of the change(s) requested.

After receipt, the Change Request will be processed in the order it was received. Once assigned, the submitter will receive a confirmation email containing the tracking number.

After review, the Change Request will be incorporated or rejected and a notification email will be sent to the submitter. The notification will include results of the request - location of incorporation (manual, task, page, and revision, electronic file, and etc) or reason for rejection.


This would be a reasonable way to handle process flow of changes since everything is locked down.

[marcbarker]

What this will accomplish is a structured way to process incomming changes and an appropriate way to debate issues out of the public forum to the Matrix officials powers that be. That way Jason it gets you off the hook on trying to be everything and everywhere which can get gruelling. Especially if you are doing a day job like I am.

In developing other software not games I have learned that there is no stupid or BS request from a customer. The customer base is what drives th economy of a product. Albeit how insignificant a change is it should not be made public until the release of the update in release notes.

There is points about the criticisms that I blogged and have recieved negative feedback:

1. No point that was given was seriously taken, it was considered whining without validating the concern.
2. There are others in the gaming community that will not express themselves for the fear of being ridiculed like some of were on here.
3. Favortism is fine in a private forum but should not be made to appear so in a public venue. That should be kept transparent or shall I say out of sight.
4. Product Review Sheets should be reflected to accurately depict the way Matrix is updating their software.
5. Technical Issues on the game issue should be considered high priority vs. eye candy.
6. A public viewed priority list of enhancements that will take place or will not happen.
7. Vistat Issues should be noted on the Data sheet prior to purchase.
8. Finite rules on who things should be with in this game. and should not be tweaked with
9. Use the other Matrix forums as a guideline in how this forum should run.
10. An Actual Matrix Sponsored Technical Support Page not user generated page. I found that issues detailing software engine problems with operating systems are better handled by the cmpany vs patched temporary fixes by users. Even though they are appreciated.
11. A real release schedule of product updates for exmpale fall 2010, spring 2009, etc. I think this would go miles in addressing some issues, instead of shooting from the hip

Marc

[marcbarker]

Here are the issues I was having
 
tech issue: vista scrolling while in game....map turns white no hexes
tech issue - main startup crash machine - locks up
tech issue - map editor does not work properly when activate after game is started, egxecutable starts fine when activate individually. white flash problems still exost either way
tech issue - while in a dcg west front  - player german turn 3, 4 5 or randome ctd background stay olive drab, has to reboot to correct
tech issue - order of battle editor  - rising sun lock up and does not recognise russian order of battle so therefore will not initialize other.
tech issue - on install , fatal system error returning to desktop would you like to report error to micorsoft, answered yes, no solution
tech support issue - direct x compatibility issue vista uses 10
tech support issue - program variation from purchased to updated version under user supplied. files that were unlocked are now encrytpted. this was done after the purchase by 1 day.
tech support issue - nvidia sli crash when switching 3d to 2d mode - could be a direct x issue or vista
hence incompatibilty issues with vista that requres Matrix to support not users. The code for hooks need to change that read x.dll's
tech issue - games do not save properly and files get corrupt.
tech issue - tcip/ip does not recognise a vpn network
tech issue - check sum error on install

[Jason Petho]

ORIGINAL: barker

Here are the issues I was having

tech issue: vista scrolling while in game....map turns white no hexes
tech issue - main startup crash machine - locks up
tech issue - map editor does not work properly when activate after game is started, egxecutable starts fine when activate individually. white flash problems still exost either way
tech issue - while in a dcg west front  - player german turn 3, 4 5 or randome ctd background stay olive drab, has to reboot to correct
tech issue - order of battle editor  - rising sun lock up and does not recognise russian order of battle so therefore will not initialize other.
tech issue - on install , fatal system error returning to desktop would you like to report error to micorsoft, answered yes, no solution
tech support issue - direct x compatibility issue vista uses 10
tech support issue - program variation from purchased to updated version under user supplied. files that were unlocked are now encrytpted. this was done after the purchase by 1 day.
tech support issue - nvidia sli crash when switching 3d to 2d mode - could be a direct x issue or vista
hence incompatibilty issues with vista that requres Matrix to support not users. The code for hooks need to change that read x.dll's
tech issue - games do not save properly and files get corrupt.
tech issue - tcip/ip does not recognise a vpn network
tech issue - check sum error on install

Which version are you running for each of these errors?

Jason Petho

[marcbarker]

well when i first bought the game it was 1.01 i believe the i manually installed 1.02 from the user download when it was available....i have not downloaded 1.03 because of the encryption thing.....i believe the answer correct if i am wrong but a direct x compatibility...or Open GL...do you know if it is hardcoded for one or the other or is it open source

[Jason Petho]

ORIGINAL: barker

well when i first bought the game it was 1.01 i believe the i manually installed 1.02 from the user download when it was available....i have not downloaded 1.03 because of the encryption thing.....i believe the answer correct if i am wrong but a direct x compatibility...or Open GL...do you know if it is hardcoded for one or the other or is it open source

My understanding it is hardcoded, but I am not the programmer.

And your complete system specs?

Many of these issues appear to be unique to your system.

Jason Petho

[marcbarker]

3.2 dual Core Intel
4 gb ram
1.5 TB hardrive (2)
Nvidia 8300 GTX
Dual Screen Nec 20" Monitors
Ultimate Vista 32bit
 
Office pro 2003
 
Various CAD programs
Wireless externals
 
Comcast Cable Modem and download speeds
 
Wireless network on My other computers
XP Home SP2, XP Pro SP2, MAC OS 9
 

[marcbarker]

Fixing to upgrade to a quad core system with radeon cards that can do 4 monitors.....

[borsook79]

ORIGINAL: barker
i believe the answer correct if i am wrong but a direct x compatibility...or Open GL...do you know if it is hardcoded for one or the other or is it open source

I'm not sure what you mean here, anyway the game does not use any 3d acceleration AFAIK, so OpenGL (nor Direct3D) do not come into play, only Direct Draw.

[marcbarker]

was speculation on my part, trying to isolate problem

[MrRoadrunner]

I've always had problems with the NVidia graphics cards and the game.
I have ATI Radeon. Never looked back. [:)]
 
RR

[marcbarker]

I am looking at quad core machines right now with quad monitors...i have a 2 monitor setup but could use 4

[MrRoadrunner]

[&o] You da man!
 
RR

[marcbarker]

not really...just need it for my job....CAD work and developing takes alot of real estate and horse power