Unhappy with Matrix Store - Problem now solved

TheFactory · Post by **TheFactory** » Tue Apr 20, 2004 7:25 am

I am extremely unhappy with the Matrix Store. I have ordered UV from the European store on April 4th. I received a mail stating that it shipped out on the 5th of April.

But until yesterday no game has arrived. I live in Germany and it can't take two weeks to mail a game from the UK over here. I had it mailed to the company address so there always should be someone around to receive it. There also has been no pickup note left by the mailman.

So yesterday I tried to contact the store to find out what's going on. I have not received an answer yet. I would expect a quick answer in such a case since I have no idea what's going on. Also the form for contacting the store is not very handy. I had to select the reason I contacted Matrix and had to select "my game arrive damaged" or something like that since I have to select a reason and none fitted my concern.

So after two weeks no UV, my credit card billed and I have no idea what's going on [:@]
What else can I do now?

Marc von Martial · Post by **Marc von Martial** » Tue Apr 20, 2004 8:04 am

Please drop an email to support@matrixgames.com and please state your order number in that email too. I´ll forward it directly to the people in charge. It might be possible that it is stuck at the customs too.

TheFactory · Post by **TheFactory** » Tue Apr 20, 2004 8:14 am

Thanks for the quick answer Marc. The E-Mail is on it's way! [:)]

Customs should not be an issue since UK and Germany are both in the EU. They basically have no business with it don't they?

I hope you are offering the download option for all your games soon! Then we never would have had this problem.

JudgeDredd · Post by **JudgeDredd** » Tue Apr 20, 2004 9:26 am

Depends whether it has a free watch inside or not!!!!!!!!!! [:D] [:D] (bomb...get it?! awe god...I'm wasted here!)

Marc von Martial · Post by **Marc von Martial** » Tue Apr 20, 2004 9:30 am

ORIGINAL: TheFactory

Thanks for the quick answer Marc. The E-Mail is on it's way! [:)]

Customs should not be an issue since UK and Germany are both in the EU. They basically have no business with it don't they?

I hope you are offering the download option for all your games soon! Then we never would have had this problem.

Forwarded to the people in charge. Sometimes stuff get´s stuck at the customs that shouldn´t even be there. Happend to me allready.

Not every game will have the download option. Some are simnply to big for that.

TheFactory · Post by **TheFactory** » Tue Apr 20, 2004 11:21 am

It was no ticking clock...

I just got a reply from digitalriver:

#####################

"Thank you for your email.

We would like to inform you that, due to the Royal Mail postal strike
that is affecting the Oxfordshire area where our warehouse is located,
the delivery of your order could be delayed for another 3-5 business
days. If you do not receive the order in 5 business days, please contact
us again.

Please accept our apologies for any inconvenience caused.

If we can be of further assistance, please contact us at
customeruk@digitalriver.com or +44 870 443 2150. When replying, please
be sure to include this and any other pertinent correspondence in your
message."

#######################

That clears up the matter. Had they simply sent a mail to their customers when the strike happened I would not have had to bother them.

Marc von Martial · Post by **Marc von Martial** » Tue Apr 20, 2004 11:31 am

Wow, the Uk postal strike is still on?

TheFactory · Post by **TheFactory** » Tue Apr 20, 2004 12:13 pm

Err... How long has it been going on?!? Well, at least I know it will get here eventually [;)]

About the game downloading: Is the bandwidth for 800 MB really more expensive than pressing a CD and printing a box?

Les_the_Sarge_9_1 · Post by **Les_the_Sarge_9_1** » Tue Apr 20, 2004 12:55 pm

Clearly another vote for downloading

And clearly another good example why ordinary mail rules, because you rarely can know every permutation of circumstance under the sun.

In this case, everything worked as should, but yer posty decided you were getting in to much game time

Glad we have another happy camper here at Camp Matrix Games

Ok I will just shut up now and find something else to do...

TheFactory · Post by **TheFactory** » Tue Apr 20, 2004 1:11 pm

Yup, I'm all for downloading especially considering my 2.4 MBIT connection [:D]

Another happy UV gamer soon [:)]

TheFactory · Post by **TheFactory** » Tue Apr 20, 2004 2:03 pm

I got yet another mail from the store. This one in German which surprised me since I contacted them in English.

This one made me laugh [:D] Very funny spelling and grammar...

#####################################
Wir bedanken uns für Ihren Besuch bei Matrix Online Store.

Ihre Bestellung wurde am 5.April versandt.

Die Lieferung dauert noramleweise bis zu 10 Arbeitstagen.

Es gibt aber Verzögerungen im Moment, da die Post in Oxfordshire (die Gegend in England wo unser europaeisches Warenlager sich befindet) leider im Streik beteiligte.
Sollten Sie Ihr Produkt diese Woche noch immer nicht erhalten , kontaktieren Sie uns bitte , damit wir Ihnen die Bestellung noch einmal verschicken können.
Dabei bestätigen Sie bitte Ihre Lieferadresse.

Bitte entschuldigen Sie die verursachte Unannehmlichkeiten.

Bitte senden Sie weitere Fragen und Anregungen in einem "Reply" an customeruk@digitalriver.com

Mit freundlichen Grüßen,

Henriett J.
Kundendienst
customeruk@digitalriver.com
#####################################

TheFactory · Post by **TheFactory** » Tue Apr 20, 2004 2:21 pm

Wow, now I got another mail from David saying he would look into it.
I am getting flooded with attention now.

Matrix image today has risen a lot with me. They have shown me they really care for their customers! [:)]

PzB74 · Post by **PzB74** » Tue Apr 20, 2004 3:48 pm

That piece of German looks just as bad as anything else written in German I've laid my poor
eyes upon [;)]

Guess even Matrix knows better than messing with a hamburger [:D]
(Did I write messing? Been doing to many political correct reports lately...)

TheFactory · Post by **TheFactory** » Wed Apr 21, 2004 6:52 am

ORIGINAL: PzB

That piece of German looks just as bad as anything else written in German I've laid my poor
eyes upon [;)]

Guess even Matrix knows better than messing with a hamburger [:D]
(Did I write messing? Been doing to many political correct reports lately...)

At least we don't have these funny ° over the A and the O... [:D]

*Yuch* - Reading one of your essays and somehow death looses it's sting... [;)]

TheFactory · Post by **TheFactory** » Mon Apr 26, 2004 9:03 am

The game has finally arrived today. I'm off to my basic training...

Marc von Martial · Post by **Marc von Martial** » Mon Apr 26, 2004 9:42 am

Seems the Uk postal workers are of strike then now [;)]

Glad it´s solved.

TheFactory · Post by **TheFactory** » Mon Apr 26, 2004 9:54 am

ORIGINAL: Marc Schwanebeck
Seems the Uk postal workers are of strike then now [;)]

I guess they had enough of drinking coffee all day after two weeks [;)]

Unhappy with Matrix Store - Problem now solved

Unhappy with Matrix Store - Problem now solved

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