Credit card charged but no response from Matrix.

[dalbrech]

About two weeks ago I ordered SPWAW Mini Campaign on line using a credit card but never got a confirmation email. A week ago I
sent a Email to Matrix requesting a follow up on whether my order had gone through.I got a automatic reponse with a promise that I would be contacted int he future if my question could not be answered at the website.i have received no response.
Yesterday I got my Credit Card statemnt, and the game has been charged to my card but still no response from Matrix. I am going public on this with the hope someone can tell me what the story is. I hope this is just a problem with the shakedown of the company and not an example of what Customer Service will be like in the future.If anybody from Matrix read this the game would be ordered under the name of Dudley Albrecht.

[Don]

Who did you email? Try this: dheath@matrixgames.com

David should be able to give you an answer.

[Paul Vebber]

Hmmm - "No response" is a little harsh considering I posted a note to you on the thread you brought the problem up on the 19th and then posted again on the 20th that I recieved your email. I don't always have access to my matrix email account and consider a post this forum "a response". I said in that post on the 20th that I would let you know when I could, which has not occured yet. We said you would recieve an answer on teh forum and you did, unfortunately it was "I don't know" and I would let you know when I did.

Since your credit card charge went through that means the order went through and answers your question, does it not? If you don't receive the game after about 2 weeks form the shipping date, then that would be the next indication something is amiss and to chime in again.

We understand your wanting to make sure the status of your order, and once we get the shifted to the new e-commerce "storefront" we will be better able to find out such information more quickly, but we can't do that right now.

We hope to add a customer service "helpdesk" tracking package to the website in the near future to help tracking and resolve customer service problems.

I hope that most consider these forums our primary method of customer service, sending us email only delays things as we have to read a ton of email and they get mis filed, or worse.

If the near 24/7 level of presence and response we demonstrate on this forum is not sufficient "customer service", I'm not sure what more we can do?

[ April 26, 2001: Message edited by: Paul Vebber ]

[Cirrus]

I had a question about cornening the multiple item order bug and the wrong cost i was charged. I sended it to email address davidh@matrixgames.com and then because i got no reply I repeated the question in thread Pre-order and I still got no answer. I know you guys are very busy and all, but still it would be nice to get answer to the question.