War in the East 2 - Manual shipping

[dray67]

Got my confirmation this afternoon, is it wrong for a grown man of 54 years to be more than a little excited about this?

F*ck it, can't wait to get my hands on the manual, my summers reading is sorted, along with Jonathon Sumption's 4 volume (soon to be 5 if he gets his finger out) history of the 100 years war.

[:D]

[KG_Chipaev]

Just out of interest. How long would you anticipate shipping taking to New York City if I selected the cheaper option? The reason I ask is I am moving on June 13 and so was wondering if it would make sense to contact matrix to change my shipping address to the new address or to keep it as is?

Edit: For the record, my manual has not shipped yet

Thanks!

[Sigwolfe]

ORIGINAL: KG_Chipaev

Just out of interest. How long would you anticipate shipping taking to New York City if I selected the cheaper option? The reason I ask is I am moving on June 13 and so was wondering if it would make sense to contact matrix to change my shipping address to the new address or to keep it as is?

Edit: For the record, my manual has not shipped yet

Thanks!

That's a tough call. I pre-ordered mine, with DPD (cheaper option), and received it in Ohio about a week after it shipped. It came into the US through NYC, so I imagine if you are in that area the total time will be even shorter. If it ships next week, or the first day or two of the following week, you could easily see if before the 13th.

edit... with Eric's message above about all pending physical orders shipping by June 2nd, I would definitely expect you to have it before the 13th.

[KG_Chipaev]

ORIGINAL: Sigwolfe

ORIGINAL: KG_Chipaev

Just out of interest. How long would you anticipate shipping taking to New York City if I selected the cheaper option? The reason I ask is I am moving on June 13 and so was wondering if it would make sense to contact matrix to change my shipping address to the new address or to keep it as is?

Edit: For the record, my manual has not shipped yet

Thanks!

That's a tough call. I pre-ordered mine, with DPD (cheaper option), and received it in Ohio about a week after it shipped. It came into the US through NYC, so I imagine if you are in that area the total time will be even shorter. If it ships next week, or the first day or two of the following week, you could easily see if before the 13th.

edit... with Eric's message above about all pending physical orders shipping by June 2nd, I would definitely expect you to have it before the 13th.

That's very helpful, thank you!

[&o]

[dalogan72]

Any news about the manuals? I bought it 26 March. It has been 2 months and some.

[crismac_slith]

You might want to check with someone. I ordered mine on April 7. And it shipped on May 27.

[dalogan72]

ORIGINAL: crismac_slith

You might want to check with someone. I ordered mine on April 7. And it shipped on May 27.

Thanks so much for your reply. This company...

[dalogan72]

I am gusssing If I dont get the Manual I can ask Paypal for a full refund. I can not play these games without a printed manual. I thought this was a serious company, obviously I was wrong.

[KG_Chipaev]

ORIGINAL: dalogan72

I am gusssing If I dont get the Manual I can ask Paypal for a full refund. I can not play these games without a printed manual. I thought this was a serious company, obviously I was wrong.

Dalogan, as stated above, it sounds like the remaining orders for manuals will be shipped this week so I would sit tight for another week. I have not received a shipping confirmation for my manual either so I can certainly understand your frustration but at this point I would wait one more week before doing anything drastic.

[Joel Billings]

If your manual hasn't shipped out, it sounds like it will by June 2nd. I've read that some people didn't get emails that their manual had shipped but got the manual. It's possible the email went in a spam folder. I hope you'll get the manual soon, but given shipping times, I suppose it could be up to a few weeks more. You can open a support ticket and ask if your order has shipped yet, or if not, it is still on track to be shipped no later than June 2. My guess is that the manual is already on the way to you based on your order date and Erik's latest post, but there's always a chance that something has gone wrong somewhere. I am confident Matrix will ultimately get it to you. Sorry for the delays. Based on the June 2 catch up ship date for all existing orders, I assume that means everyone should get their manual sometime in June. It also sounds like Matrix will then be caught up and new orders should go out fairly quickly. We appreciate the early purchasers hanging in there while the manual shipping delays got worked out. I know Matrix will be very happy when they've caught up and can fulfill orders quickly, which is what they aim to do.

[riflebrigade]

If a manual is ordered now when will it be sent to Australia?

[wkuh]

I have received my manual some days ago, but about a week after expected. Thanks!

[dalogan72]

I have had conversations with Paolo Costa and with Joe Miller. It has been and still is one of the worst customer experiences I ever got from a game company. It seems it is run like a papa/mama store from any other corner.
Paolo Costa just keep telling me it is first buy first serve, which I agree obviously, but some indiduals that bought it later than me already got the manual (I have to say I bought it also to be delivery by currier, I did pay extra for that). So, Paolo Costa's is lie after lie. I have been having conversations with this dude for around 6 weeks.
Joe Miller has to be the one that even ask the customer to do his work. He even told me he cannot find my order.... one wonder has this guy even search for it or just ask the customer has to do his work.

What kind of company runs this worthless customer service? I love the games that is for sure, but your customer service is worthless.

After getting these lies and I even have to to their work can you please return my money and you guys keep the game? For me is it quite impossible to play these games without a printed manual, so seriously just either give me back the money or send me the manual (a non-defective one) as it is right now your word is worthless.

[Erik Rutins]

Dalogan72,

I'm sorry to hear that you are unhappy with our customer support. Please write me at erikr@matrixgames.com and we can discuss. I'd like to look over the communications you are referencing and see how we handled your requests.

As I mentioned earlier in this thread, we expect all pending manuals to ship out by tomorrow at the latest. We knew from the start that the manuals would take time to print, be received and shipped and that only the first 1,000 pre-orders would ship earlier, the rest sometime in May once the sea shipment arrived. We've been keeping customers up to date via the forum pretty regularly and as far as I know from the warehouse all orders were shipped out in the order they were received.

Regards,

- Erik

[dalogan72]

Hello Erik, I have sent you an email to the email you provided. Please can you reply.

Thanks in advance.

[dalogan72]

I have also attach a few of the conversation I got with your team on the second email.

[Erik Rutins]

Hi Dalogan72,

I just checked thoroughly through my mail folders and spam and I do not see any e-mails relating to your orders. Could you please re-check and re-send to erikr@matrixgames.com?

Regards,

- Erik

[dalogan72]

Erik,

dont get cute with me Erik, dont pull my leg anymore. Make sure I either get what I paid for, or just refund it. Savvy?

[Erik Rutins]

Let me be completely clear with you Dalogan72. I have not received your e-mails today. Our support staff have not, at any point, lied to you. No one is "being cute" or "pulling your leg".

I have two updates for you at this point in the day.

First, while I have no e-mails from you I did receive a copy of the previous e-mails from our support staff. You became rude and abusive with them both via e-mail and in your forum post above, which is unacceptable. Based on the communications I have, they were not rude to you, so I assume you were frustrated and having a bad day but whatever the reason it's not acceptable. You can always ask to escalate an issue, but there's no excuse for personal attacks on folks trying to help you.

Second, I understand your frustration at not receiving your physical copy, though it does not in any way justify leaping to the conclusion that you have been lied to or otherwise defrauded, or treating our staff as you did. Today we got our server admin as well as our warehouse folks involved together with our support folks and quite a bit of time was put into trying to figure out what was going on with your order. The interface the support folks have access to was telling them that all was well with your order, that it would ship out just like all the others. It did not show then any indication of a problem. In our process, the store orders once received by the store get exported to our warehouse for shipment. In this case, for some reason the server glitched on that export process and your order was not properly exported. Therefore, while all looked good on the store side, our warehouse did not receive it and it was not shipped out as yet. As far as I can tell, this is the only WITE2 order that was affected, though our admin is conducting a more extensive check through WITE2 orders as well as other store orders to make sure this is not a rare but repeating issue. The warehouse now has your order and I'll be following up with them to make sure it ships out promptly tomorrow, but this explains why it was not shipped out earlier.

I hope this helps explain where we are at right now. I apologize for the delay in shipping your order and I hope you will similarly extend an apology for the way you have treated our staff.

Regards,

- Erik

[dalogan72]

Thanks for trying to be clear, allow me to be crystal then.
Chronology of events will solve the issue here.
1- I tried to solve the situation with Paolo Costa, due to his generic replies without chasing the issue, his passivity developed into a lie. And yes, he did lie to me, while not speaking the truth is not a lie, it is a deception at the end his deceptions grow into a lie. I will not apologies to a liar. Paolo Costa was rude to me when he lied. At least I got 3-4 messages in different days with Paolo and he always gave a generic answer.
Paolo Costa, when you produce generic replies this kind of issues may happen. I am not here to tell you how to do your job, but for sure you did a lousy one with me.
2- The other employee (Joe Miller) told me he could not find my purchase; did he ever look? How difficult is to find someone in your database, I did pay with the PayPal account I contacted him with. That shows lack of enthusiasm regarding helping a customer. I will not apologies to a dude that does not do his job and I got to do it for him.
Joe Miller, same as with your Team-mate Paolo, lousy job.
So, I did not attack any of your team-mates, they attacked themselves with their poor performance. They should at least own their mistakes. I do understand in this Bambi society we live right now it may be hard for them. I have been lied and also defrauded (deceived). I did not have a bad day; you should know what they say about assumptions. What I thought the other day was about Dave Allen GTD (getting things done), so I just did.
3- Your 101 reverse phycology is just not going to work with me. I do accept your apologies for the so many ill attempts to produce a nice ending. It is your system after all, and as you said it “looked good” obviously not in my end. What I got with your company is a business agreement money for product, product that also comes with a service. I still haven’t got neither of those 2. The product is not here and service sucks.
4- Regarding your point about “ask to escalate” I just did that by going to the forums. You know and I know as well you have lost a few sells because of this conversation we got in your forum. The company you represent lost, not me. But this is on you guys not on me.
Erik I will never apologies for being right, I treated your team-mates with respect until they disrespected me with lies and lousy job skills.
I also did send to both of your team-mates my phone number in case they wanted to fix this issue fast, yet they choose silence. When I also paid thru PayPal there is a phone number to contact your company, it doesn’t work. That does not help either. Fix your issues before asking a paying customer to apologies when he has been lied and deceived. Make sure you guys fulfil the business agreement we got. Don’t forget to send me by email a tracking number.
I am not here to be friends I am here because I would like to get the product I paid for, as clear and crystal as that. I have no time to battle egos and small minds. I also love listening lies, when I know the truth. I did have a good laugh when I read your message, thanks for that.
Something is for sure this is not the way of doing business in the UK.

Not all is bad regarding the company you represent; you guys do make very good games.
I hope this is the end of this conversation.