ANY Clue

[Erik Rutins]

Gentlemen,

We've been working with DR this week. The hold-up is that we want to launch this title with "Game on Demand" so that you can order a full game box rather than just a backup CD if you like. Things have taken a bit longer than we were promised, but we are dealing with them each day and pressing things as much as we can. The goal is to release by the end of this week if at all possible. I'll keep you posted.

Regards,

- Erik

[freeboy]

Erik and all, this is the kind of stuff that I find so frustrating and irritating... that instead of cleaning up a cd or box on demand issue after initial orders, those wanting just a dd.. most of the folks I'd wager... have to wait....
It is the same thing as happened at that whole MAtrix goes to Origins with witp in hand.. we had no idea it wouldn't be a dd in a few hours after returning.. in soime cases the dd was weeks after origins....

PLEASE in the future give us an idea of whats going on.. like your comment above....
and my comments not to indicate in any way the game or dd is not a good chioce, but really scratching my head on the chioices you folks make at my time expense...

[Clipper1968]

Thank you for the update as I would like to try this "game on demand" option.[:)]
Could you please tell me if the CD included in the box will labelled?
Have you an idea about the price applied for this option?
If I choose the "game on demand" will the box be posted from the US or the UK? when I purchased WitP the Backup CD has been shipped from the US whereas I have ordered through the Europe store?
Thanks in advance.

[ioticus]

What's the point of a game box? Someone please clue me in.

[TheHellPatrol]

If i'm not mistaken the "game on demand" will be handled/shipped via DR...[X(]. I'll just stick to the dd myself, as much as i appreciated the eventual help from Erik and David i'm not looking forward to a "where's my CD part 3"[>:]. It is ironic that after coming to this conclusion there is going to be a change, but even the top runningbacks get benched when they have too many fumbles[;)].

[freeboy]

[:D] I could take a slow train to Staten Island, Visit the luxury offices I know MAtrix enjoys[:D] and copy a cd in the time dr takes to ####### content edited [:-]

[TheHellPatrol]

[:D]I can picture it perfectly, Matrix staff sends gold master to DR and they reply: "This is an automated response to your request, please do not reply. Take a number and have a seat...if you haven't received you finished product we'll send you out another one, if you haven't gotten it in 14 business days we'll send you out another one. Sincerely, Chip Silla Cohen"[;)][:D]

[mendipbus]

I am hoping DD will be ready for 6pm GMT friday.

Would make my weekend.

Thanks

[trcanberra]

All I can say is, bugger the box and put it up for download now. You can worry about the boxes over the week-end while we are all happily playing [:(]

[SlapBone]

Hey Matrix... there sure is a lot of "retail" in your no-retail plan. So the download is ready, but you guys are waiting for your digital download boxes to be ready? Maybe you guys ought to lay off the herb and start planning stuff like this.

[Toby42]

ORIGINAL: SlapBone

Hey Matrix... there sure is a lot of "retail" in your no-retail plan. So the download is ready, but you guys are waiting for your digital download boxes to be ready? Maybe you guys ought to lay off the herb and start planning stuff like this.

Amen!! I'm on the fence with this purchase anyway (Price). I'm not a big fan of needing a box?? This whole thing is starting to read like a "soap Opera".

[Capitaine]

I always thought you could order the CD/box/whatever after you actually did your dd. Exactly WHY does the SNAFU w/ boxes affect the present availability of the dd? [&:]

Let us D/L it now, and get the CD's or boxes later, geez!

[kverdon]

I too am anoyed by the delay of the DD for a box I could care less about. As far as I'm concerned, if this is not available for DD by tomorrow morning at the latest then they've lost my sale, I'll be on vacation. This release is turning into a real SNAFU. Did they realy not think this thru or are they just trying to annoy their customers and loose sales?

Kevin[:@]

[Erik Rutins]

Pumba,

ORIGINAL: Pumba1968
Thank you for the update as I would like to try this "game on demand" option.[:)]
Could you please tell me if the CD included in the box will labelled?
Have you an idea about the price applied for this option?
If I choose the "game on demand" will the box be posted from the US or the UK? when I purchased WitP the Backup CD has been shipped from the US whereas I have ordered through the Europe store?
Thanks in advance.

The Game on Demand option allows us to ship a full DVD game box such as those we sell at the conventions. It's shipped from Europe for European customers and we are also doing trackable shipping (via UPS/FedEx) for this launch and all games going forward so that we can get away from the many, many issues we had with DR and USPS.

Regards,

- Erik

[Erik Rutins]

Gentlemen,

ORIGINAL: kverdon
I too am anoyed by the delay of the DD for a box I could care less about. As far as I'm concerned, if this is not available for DD by tomorrow morning at the latest then they've lost my sale, I'll be on vacation. This release is turning into a real SNAFU. Did they realy not think this thru or are they just trying to annoy their customers and loose sales?

I'd like to understand how we're doing you any harm. Because of the changes to the system, we need to do all of this at once. The result will be better service for customers who want a game box or backup CD and no change for those who don't. The original goal was to release this week, we're still on track for that, it's just taking us to later in the week than we expected.

I would propose that the real SNAFU would be us putting everything up early without fully testing the store changes just so a few folks can get the digital download. You may recall the issues we had with DR for the WitP and StarShatter launches where some of the changes showed up in the store before they were done. We're trying to avoid that this time and make sure everything goes smoothly. Please bear with us, the difference is a matter of days, not weeks or months.

Regards,

- Erik

[Erik Rutins]

ORIGINAL: Capitaine
I always thought you could order the CD/box/whatever after you actually did your dd. Exactly WHY does the SNAFU w/ boxes affect the present availability of the dd? [&:]
Let us D/L it now, and get the CD's or boxes later, geez!

It's always had to be part of the original order - there's no way to order the game box later as a separate order, never was and never will be. The game box is in itself a full game, just like the "backup" copy. In these changes we are responding to customer feedback received over the weeks since the initial digital download launch. We've been working with DR for two months to get all this done in time for the next launch, Battles in Normandy. We're at the final wire now and I just ask you all to be a bit more patient please.

Regards,

- Erik

[Erik Rutins]

Slapbone,

ORIGINAL: SlapBone
Hey Matrix... there sure is a lot of "retail" in your no-retail plan. So the download is ready, but you guys are waiting for your digital download boxes to be ready? Maybe you guys ought to lay off the herb and start planning stuff like this.

It's been in the works since June. We've had requests from customers for longer than that for an actual game box. This is not a "retail" decision, it's for folks who want something better to store the game in and something that's not a somewhat generically labeled backup CD. Along with this come improvements in other areas of the store, some behind the scenes, some more evident in areas like shipping.

Regards,

- Erik

[Erik Rutins]

Freeboy,

ORIGINAL: freeboy
Erik and all, this is the kind of stuff that I find so frustrating and irritating... that instead of cleaning up a cd or box on demand issue after initial orders, those wanting just a dd.. most of the folks I'd wager... have to wait....
It is the same thing as happened at that whole MAtrix goes to Origins with witp in hand.. we had no idea it wouldn't be a dd in a few hours after returning.. in soime cases the dd was weeks after origins....

PLEASE in the future give us an idea of whats going on.. like your comment above....
and my comments not to indicate in any way the game or dd is not a good chioce, but really scratching my head on the chioices you folks make at my time expense...

If we put it up and then enabled Game on Demand a week later, we would get a week worth of customers complaining that they want to change their order. The changes are extremely far along now and this is the future of the store - still giving the best possible service to download only customers, but significantly improving the service to customers who either don't want to download/can't download or want an additional backup copy in a nice game box with a printed CD.

With regard to Origins, we made an extra effort to get copies ready for the convention. We were literally doing production one hour before the doors opened. Upon our return, we had to get it up on the store and that took one week. I don't really see that anyone was harmed by that and most customers understand that we don't have a large staff and sometimes things take a bit longer. Yes, we've had issues with DR, but we've spent a lot of time listening and a lot of time dealing with them to improve their service to the level we want and you want. These changes are a step in the right direction for a large portion of our customers and all we're asking of the download-only customers is that they hang on for another day or two.

Regards,

- Erik

[Clipper1968]

Erik,

Thanks for the reply.
Take your time as I can wait for the "game on demand" option.[:)]

Patience is the courtesy of the King. Our last one lost his head...[:D][:D][:D]

Go BiN.

[IanAM]

ORIGINAL: Erik Rutins
The original goal was to release this week, we're still on track for that, it's just taking us to later in the week than we expected.

Perhaps your mistake was to give the expected release date...should have announced a date a month ahead of your anticipated date, then come out as the good guys if you were able to release earlier...

Too honest with your customers, that's Matrix's problem[:D]