MC - It Came Today!!

Figmo · Post by **Figmo** » Thu Jun 28, 2001 2:09 am

WOW - Got the 2 tee shirts and CD - just like I ordered them - Thank You Matrix!!

The Tee shirts look GREAT - one for my wife and one for me!! Of course, her's looks better on her than mine does on me - can't figure out why!!

I'll be loading the MC after I put the baby to bed - OK kid get tired!!

Well, off to North Africa - SOON!!

Figmo

lauter52 · Post by **lauter52** » Thu Jun 28, 2001 2:38 am

Well, I still don't have my CD despite my credit card being charged two months ago. I've made and received phone calls, listened to all the excuses, broken promises, etc and to tell you the truth, it just doesn't matter any more. My vacation has come and gone with the promise of it shipping and now apparently my two days off will pass by without getting what I paid for. I'm happy for all of you who have gotten yours and are enjoying it, but right now I must say that I will never order another Matrix product.

I just had a SLIGHT problem with HPS Simulations and their shipping of Tobruk and they were kind and efficient enough to ship a copy from their master disk Fed Ex at their cost just to make sure I had it before my vacation ended. Customer service is what keeps people coming back...

Warrior · Post by **Warrior** » Thu Jun 28, 2001 3:02 am

Originally posted by lauter52:
Well, I still don't have my CD despite my credit card being charged two months ago. I've made and received phone calls, listened to all the excuses, broken promises, etc and to tell you the truth, it just doesn't matter any more. My vacation has come and gone with the promise of it shipping and now apparently my two days off will pass by without getting what I paid for. I'm happy for all of you who have gotten yours and are enjoying it, but right now I must say that I will never order another Matrix product.

I just had a SLIGHT problem with HPS Simulations and their shipping of Tobruk and they were kind and efficient enough to ship a copy from their master disk Fed Ex at their cost just to make sure I had it before my vacation ended. Customer service is what keeps people coming back...

You, sir, are a twit. The delays have been more than adequately explained in this Forum, and it seems you have forgotten you are not dealing with a well-established company, but what is, in effect, a small group of volunteers. In my humble opinion, Matrix has been open and forthcoming with the difficulties they have experienced vis-a-vis the Mega CD. Frankly, if I never received my CD, I would still feel the money I sent was well worth the thousands of hours of enjoyment I have gotten from SPWaW - a FREE game. However, I did receive my CD today, after a very long wait, and I have nothing but admiration and praise for Matrix for their hard work and diligence. I'm sure we are all very sorry that the shipping schedule wasn't adjusted to fit your needs, but may I suggest to you, sir, that patience is a great virtue.

[ June 27, 2001: Message edited by: Warrior ]

Don · Post by **Don** » Thu Jun 28, 2001 3:22 am

Well, I still don't have my CD despite my credit card being charged two months ago.

Matrix was very up front in telling people that you would be charged when you made the order, so there's no reason to be pissed about that now. Most of the delays have had nothing to do with Matrix, and the ones that were got an upgraded version on the CD.

I have no idea what you're talking about when you talk about broken promises - David has been very upfront about everything, including the delays. If this was a large established company like Amazon I would have cancelled long ago, but for a small company starting out with their first retail venture you have to be more forgiving.

Wild Bill · Post by **Wild Bill** » Thu Jun 28, 2001 3:47 am

Lauter, my friend!

I am not involved with the shipping or the receipt of charges or monies.

But let me say as an insider in the Matrix team, we are giving our all to make sure the distribution of the CD goes well.

Please have patience with us. Our company is just beginning. We are small, but hope to grow.

Attached to growth is "pain," aka, growing pains. This means that we are still learning. No one is teaching us.

Again we ask that you help us with your understanding. I personally appreciate your order and your longsuffering very much.

We WILL come through for you. Sorry it could not be faster. But we'll get it right.

Wild Bill

darroch · Post by **darroch** » Thu Jun 28, 2001 3:56 am

sorry to hear that lauter52 won't give matrix another chance...

I agree wholeheartedly with the other posts and add my small, faint praise here

Re: lauter52, he may change his mind someday - until then...

A) it's his choice

B) customer service is crucial and clearly some of us feel MATRIX customer service is just fine - I know I do

C) and finally...

:p

WAHOOOOOOOO

:p

My CD showed up the day after UPS said it would and I can't wait to get some sand in my teeth!!!

Now, if you don't mind...

[climbs into MkIII turret...calls down to driver....]

"Ausfahren! Schnell!!"

Danke, Matrix!!!

lauter52 · Post by **lauter52** » Thu Jun 28, 2001 4:11 am

Warrior,

The biggest twit would be the person who cannot accept another's opinion. I won't respond to the rest of your post (YOUR opinion, by the way) because your childish PERSONAL insult tells me it isn't worth my time.

To everyone else,

I did not have a problem with my credit card being charged up front. What I have a problem with is having to make several calls, etc. to find out what the problem was and being given DIFFERENT stories by people.

Are some of my opinions caused by frustration, yes. But none of you that have posted were privy to the phone calls or e-mails I made or received and really are basing your opinions on your own experience. I respect all your opinions, even if I don't agree with them. As far As HPS goes, I have dealt with them since they were a fledgling company and never received anything other than prompt resolutions to any problems.

Perhaps I will change my mind if I ever did get the game, but as of now I'm feeling anything but satisfied.

[ June 27, 2001: Message edited by: lauter52 ]

[ June 27, 2001: Message edited by: lauter52 ]

Don · Post by **Don** » Thu Jun 28, 2001 4:28 am

Are some of my opinions caused by frustration, yes. But none of you that have posted were privy to the phone calls or e-mails I made or received and really are basing your opinions on your own experience.

What else can we do but base our opinions on our own experience? When I posted to the Help Desk I got a call from David answering my questions, and when I posted another Help Desk question I got an email answer that day.

I think we all understand the frustration, but most of this was just not Matrix's fault. Most of us are willing to give them a break (several actually) because they are just starting out.

This is a one time thing, all these problems, and I think you'll find they won't happen again.

lauter52 · Post by **lauter52** » Thu Jun 28, 2001 4:38 am

Yes, all we can do is base our opinions on our experiences. My point, perhaps worded poorly,was that my experience may be different than someone else's, thus, causing a different opinion.

[ June 27, 2001: Message edited by: lauter52 ]

Figmo · Post by **Figmo** » Thu Jun 28, 2001 4:40 am

Lauter52,

I am so sorry you are having so much trouble. All I can say is that I was happy for those that got it before me and was hoping others could be happy for me.

I did not post this to rub it in but only to share my joy and to thank Matrix. For me when they said it was shipping out and I got a receive day - it was right on time and everything is there.

My wife even got a white tee shirt - which I'm hoping to throw water on when she get home!!

I wish you the best and hope you recieve yours soon.

Figmo

lauter52 · Post by **lauter52** » Thu Jun 28, 2001 4:47 am

Thanks for the encouragement Figmo. I really do want to say positive things about Mega Campaign and Matrix, but I haven't been given a lot of reason to at this point.

As I told David Heath during one of my phone calls, I am ready to buy almost every game they have in development, but I have to be able to believe I'm going to get what I paid for. I may be the exception, but it's still ME!

Figmo · Post by **Figmo** » Thu Jun 28, 2001 4:55 am

Originally posted by lauter52:
Thanks for the encouragement Figmo. I really do want to say positive things about Mega Campaign and Matrix, but I haven't been given a lot of reason to at this point.

As I told David Heath during one of my phone calls, I am ready to buy almost every game they have in development, but I have to be able to believe I'm going to get what I paid for. I may be the exception, but it's still ME!

Understood!! And knowing the quality of what Wild Bill does, I'm sure when you get it you will be very happy with it.

Also, did you order anything with the MC? The Tee shirts are great - I'm wearing my Black one right now - if only I could wear it to work!!

I'm kinda like the kid that shook hands with his hero and isn't going to wash. But my wife will probably have something to say about that!!

Figmo

Paul Vebber · Post by **Paul Vebber** » Thu Jun 28, 2001 4:59 am

Everyone should be free to give their opinion without name calling. Had I not been intimately involved in the "you can;t make this up" chain of disasters that befell us, I would not be pleased...in am rather embarressed by all this! But are are doing our best to balance making amends with making games and we hope you bear with us as we try to get a firm footing and get ensure we can deliver more effectively in the future.

lauter52 · Post by **lauter52** » Thu Jun 28, 2001 5:22 am

No, I didn't order anything else. I didn't know at the time that there were T-shirts. They sound great. I know from experience that we gamers tend to get rather grungy at times, expecially after a new release!

Paul and others at Matrix,

I really want you to know that I appreciate your efforts in the wargaming genre. But you have to understand my frustration. I work nights, so I sleep until early afternoon. The first thing I have done day after day is, while half asleep, go to the mail and find that I haven't gotten MC. Not a real good way to start my day.

Also, I really have gotten different stories from people when I call. I only mention this now in hopes that it will help get everyone on the same page in the future. In fact, today I called your order number (I didn't have another number to call) and was told by the lady that she would get back with me in 20 minutes.....it never happened. This was what put me over the edge before my first post in this topic.

Here's hoping for tomorrow's mail....

Jackk · Post by **Jackk** » Thu Jun 28, 2001 5:58 am

I got my CD today too!

But...

...not my T-shirt

The wife was really looking forward to her new night shirt

Funny, I got the invoice in the CD envelope that had both items on it, but the CD envelope was marked Pkg 1 of 1 by UPS, so it's like the shirt didn't go out with it.

Oh well, I sent in a help desk request and guess I will just have to be satisfied with the game. LOL!

Warrior · Post by **Warrior** » Thu Jun 28, 2001 6:12 am

OK, OK, I retract the "twit" remark.

BruceAZ_MatrixForum · Post by **BruceAZ_MatrixForum** » Thu Jun 28, 2001 6:13 am

"I think man's biggest bane has been his expectations. Not only of ourselves but of others. I try not be too hard on others or myself and that will make our life a little better."

Isray Begaye
Navajo Nation
Window Rock, Arizona

(and a former Marine Code talker...)

Mark Ezra · Post by **Mark Ezra** » Thu Jun 28, 2001 7:03 am

I pre ordered and got the short end of the stick. I know why and I understand how. I don't like it...I don't have to like it. But what's done is done. Matrix let all of us know when things starting going bad. Matrix kept us all informed of the ongoing troubles. Matrix has stated that they've learned a business lession or two from all this. I'm gonna stick with them. Why? Self interest is the reason. How many Wargaming companies are out there trying to produce the kind of products I want to play....Count 'em folks,two...Matrix and BTS. As long as they stay Wargmers making wargames I'll stick with 'em... I hope others will, too. Lets face it we are a niche in a niche market...

David Heath · Post by **David Heath** » Thu Jun 28, 2001 7:41 am

Hi Guys

I wish this was a conference more on how great our games were instead of "Where my game" Let me say that I fully respect Gary being upset with not getting his game. Gary and anyone else who has not gotten a game we are very sorry. The games have shipped and we am hoping everyone soon will be enjoying the game.

[ June 27, 2001: Message edited by: David Heath ]

Flashfyre · Post by **Flashfyre** » Thu Jun 28, 2001 8:12 am

Ok..time for my 2 cents.

I also pre-ordered...and waited patiently for the MC to be tested, wrapped up, and sent off to be mass-produced.

I waited while the pressing company hired to make the disks fouled up.

I waited while the shipping company dropped the ball and failed to ship the disks.

I waited while Matrix shifted gears in midstream to locate new companies for both those problems, and still honor their commitment to us, the gamers.

I waited while UPS got the orders processed and sent out notices.

And I waited for the day that the package appeared on my front doorstep (one day after UPS claimed it would).

And you know what.......I NEVER ONCE GRIPED ABOUT IT!

I work in retail...the ultimate in customer service. And I know what it's like when it all "goes to hell in a handbasket". And the customers don't understand what the situation is, because they are not privy to all that we, the employees, are.

I know, as with any new venture, that "growing pains" will occur....delays, missed deadlines, bad choices, overcommitments, et al.

And I don't hold it against a company...as long as they are upfront with me and explain WHY they are having difficulties. Matrix has done this...more so than many other well-established companies.

Let me tell you a story: Shortly after the SuperBowl this year, I logged on to ESPN's website and went to the products store. There I ordered a Ravens AFC Champions hat (GO BAL'MORE!)....my order was approved, and I was given a shipping date of 2 days later, with a delivery date of 4-6 days after.

2 weeks later..still no hat. No email confirmation...no notice from ESPN that they were having difficulties....no word whatsoever. I filed a customer inquiry at the help desk on the site, and got no response. Finally, 22 days after my order was processed and my credit card charged, I got my hat. And this was a well-established company, who has years of experience in online business transactions. Do you think I'm going to order from them again? Maybe.....but then, that's my choice.

But Matrix, in their first attempt, learned some valuable lessons, and kept their customers informed every step of the way.

This is good customer service....to keep the client informed, even if things are falling apart around you. Will I buy from matrix again?

YOU BETCHA!

Because they took the time to make me feel important...not just another schlep with a credit card. And that, my friends, makes a world of difference.