Ummmm anyone there????

borstalboy · Post by **borstalboy** » Fri Dec 06, 2002 5:27 am

I ordered uncommon valor last monday on next day shipment, which showed as in stock. As of thursday my order has not been processed. I used help desk to make an inquiry thursday morning. No response.

Is this SOP for Matrix? I mean I'm beginning to feel insulted, let alone a fool for paying $20 for overnight delivery. Kit Carson could've had it here by now slapped in his saddlebags.

And then my paranoia takes over - that Matrix doesn't really exist, the website is an elaborate sham, there is no such game! It's all part of Poindexter's plan to gather information on military buffs, ascertain their political leanings, and take appropriate action. terminate with extreme prejudice...........I'm sorry, I really did stumble across thenation.com accidentally, please don't take my first born.......yes, Kissinger will get to the bottom of it all.

Really, some simple communication regarding the staus of an order would be appreciated

Les_the_Sarge_9_1 · Post by **Les_the_Sarge_9_1** » Fri Dec 06, 2002 6:24 pm

First rule of mail order.

Never pay for what you don't need.

I was able to get a Mega Campaign from Matrix to me via a friend that had it first shipped to her in Texas then privately mailed to me from her to Ontario Canada all in one week, no fancy options, ordinary order process from Matrix then ordinary airmail.

I just can't see who was able to convince you that over night was even worth 20 bucks.

Jim1954 · Post by **Jim1954** » Fri Dec 06, 2002 6:36 pm

When I ordered MCLV, it perished in a train wreck in West Texas.
I ordered MCWT and the CD arriced in about 3 pieces. Each time Matrix came through and I got the goods.

Keep the faith , it'll happen.

If you ordered online, you should have gotten a confirmation from Matrix with a tracking #. If so go to that carrier's website and do a trace on that #.

Paul Vebber · Post by **Paul Vebber** » Fri Dec 06, 2002 6:37 pm

We are filling orders in the order they were received and we had a long time when we were out of stock, when all the orders ahead of you get filled you will get email notification that yours is on the way.

Paying for more expensive shipping gets it to you that much sooner than it otherwise would, but we have a ton of backlogged orders to get out.

It should be on its way soon.

Les_the_Sarge_9_1 · Post by **Les_the_Sarge_9_1** » Fri Dec 06, 2002 6:49 pm

Train Wreck!!! three pieces!!! hmmm how the heck you got what I sent you safely has me curious now Jim heheh.

Gotta play poker with you sometime hehe.

Man you have odd luck eh:)

Jim1954 · Post by **Jim1954** » Fri Dec 06, 2002 6:53 pm

I thought I'd never get those things. Maybe good luck later, but not at first. Part of the problem with MCWT was that it was not shipped in a jewel case, just the paper liner inside of a bubble bag. Something heavy bent it right in two. Had a sick feeling as soon as I opened the package.

Les_the_Sarge_9_1 · Post by **Les_the_Sarge_9_1** » Fri Dec 06, 2002 8:11 pm

I sometimes send cds out of jewel cases, but I also always try to reinforce the rigidity all the same with card stock.

Jim1954 · Post by **Jim1954** » Fri Dec 06, 2002 8:12 pm

they left the cardboard out. Cost cutting measure I guess. UPS had to pay for it in the end.

Les_the_Sarge_9_1 · Post by **Les_the_Sarge_9_1** » Fri Dec 06, 2002 8:21 pm

Mail costs always make me wonder.

Yesterday my texas rose friend got 11 cds of mixed media from me.
A more or less local friend got 3 cds.
And an Ausie lass was sent 4 cds.

All sent in 1 dollar (approx) cd mailer bubble envelopes.

Total expense to me in postage, 10 bucks including mailers.

Add a 3 dollars if you count cost of cds.

Sent through ordinary mail processes.

No overnight, nothing, just ordinary mail.

Les_the_Sarge_9_1 · Post by **Les_the_Sarge_9_1** » Fri Dec 06, 2002 8:24 pm

Of course I don't expect a business small or big to compare with private mail convenience.

They have to ship with a service that can verify.

But I hear of so many complaints outside of the US, always makes me scratch my head.

Isn't anyone thinking of the problems in the process, and ways to best defeat them.

borstalboy · Post by **borstalboy** » Sat Dec 07, 2002 4:08 am

Paul, thanks for the response.

I understand your response, and only wish to add that most online purchasers probably assume, as I did, that if an item is in stock, and you purchase it on next day delivery, you can expect to receive it pretty quick. After four days of no response, and no shipment, I began to wonder if there was something wrong with my order that prevented it from being processed. And, if the item stated something like "expect one to two week shipment delay" or something to that effect, then I would have just ordered it standard delivery. I've ordered a lot of xmas presents online this year, and I think my wife would be extremely upset if I told her xmas day, well your stuff will be here at some time.

So, maybe just a little more info as to the availability and estimated shipping time on line would be appropriate, or alternatively, an email relaying the same information. Leaving a customer in the dark is just not good. On the other hand, if you are that backlogged, than business must be good.

thanks

warfisch · Post by **warfisch** » Sat Dec 07, 2002 7:07 am

I have to agree here, I ordered it last Saturday, because the site said it was in stock, then I called support on Tuesday because the status of my order still said "NEW".

The guy at support said that it was going out that day, and that I would have it by Friday (UPS 3 day). Of course here it is, Friday and according to the site it still has not been sent.

Just a hint to the Matrix people, if you are filling back orders, and do not have enough to fill new orders, that is not "Limited Stocks Available". That is "BACKORDER".

The part that irritates me is that the whole reason I got the 3 day shipping is that I really needed it TODAY. It is a gift for my brother out of town, and I am leaving for there tomorrow morning.

Thanks Matrix, great customer support.

Les_the_Sarge_9_1 · Post by **Les_the_Sarge_9_1** » Sat Dec 07, 2002 8:31 am

I will support the guys on this one at this point.

While Matrix can't move mountains always on game development, accurate information on the web site with respects to the status of the businesses current order processing, should take priority over any other new activities including game development.

Because flawed or misleading web site information that damages customer confidence, destroys future business.
And a customer in the hand is worth two forum browsers in the bush eh.

or

The burden of owning a business is ensuring the costumers that have lined up at the check out counter with cash in hand are served before the ones browsing in the store so to speak.

Alas the web makes Matrix a 24 hour store. Whether or not Matrix is a primary occupation of the Matrix staff, it still is a 24 hour store.