ANY Clue

[kverdon]

Eirk,

Though no real "Harm" I'm still anoyed that the product I'm interrested, though ready, is being delayed for something I'm not remotely interrested in. Though you say "be patient" its not weeks its days, in my case, like I mentioned earlier, if its not out by tomorrow morning it will be weeks for me. I'm going to have about 7 days train travel and it sure would have been nice to have BIN to enjoy as I watched the country roll by.

BIN - Delayed by BOX bocage.

Kevin

[TheHellPatrol]

Having had experience with the DR/Witp fiasco i completely understand what Matrix is doing and why they're doing it. In the end it will all be worth it, but knowing BiN's ready is like having a gorgeous babe come up and give you her phone number and later you realize you lost it![:@][X(][;)].

[Erik Rutins]

Kevin,

ORIGINAL: kverdon
Though no real "Harm" I'm still anoyed that the product I'm interrested, though ready, is being delayed for something I'm not remotely interrested in. Though you say "be patient" its not weeks its days, in my case, like I mentioned earlier, if its not out by tomorrow morning it will be weeks for me. I'm going to have about 7 days train travel and it sure would have been nice to have BIN to enjoy as I watched the country roll by.

I understand, in your shoes I'd be frustrated too, but unfortunately we can't seem to avoid a few last minute glitches when dealing with DR. We're doing everything we can to get everything squared away quickly, but I think that it's more likely we're looking at 5pm tomorrow. I'm sorry for the bad news in that regard - any chance you can get to an internet connection at some point during that trip?

Regards,

- Erik

[TheHellPatrol]

[X(]5 PM Friday? Is that Pacific Time?[;)] I'll write that down...my Wife has been nagging me to get away from my PC/Witp and do something else with my life for a change, come to think of it i don't know if BiN is what she had in mind[:D].

[EricGuitarJames]

Good to see that the game boxes/cases are in the works. Makes it a more likely (funds permitting[;)]) purchase[:)]

[Capitaine]

ORIGINAL: 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.

Erik, not sure if you know your own policy, but I've forgotten to do the "CD On Demand" w/ my DD and have been able to go back and order it AFTER doing the DD and sti8ll getting my disk. It says so in your customer support section of the store. That was my point: As long as this boxed backup is the "CD On Demand", you should be able -- consistently w/ past practice -- to order it in a separate transaction as long as you have your order/serial number(s) (which is not a problem). HTH [:)]

[Erik Rutins]

Capitaine,

The only way I'm aware of that allows that is to go through our support process, which involves manually setting up a new order to get that sent out. This is not something we could do for a large number of customers, only for the exceptions. If there's another way, please send me a link to erikr@matrixgames.com and I'll check it out. It could be I've missed something or that something's not working as it should.

Regards,

- Erik

[kverdon]

Erik,

Yeah, is that EST or PST. If its Eastern Time I still have a shot. We won't leave for the Train Station until about 3pm PST.

Kevin

[Capitaine]

Erik, here's the text from the Store's "Customer Support" section:

"What if I want a shipment, but have already purchased a download?
Unfortunately, we are unable to exchange a downloadable product for a physical product that you have already purchased. Please place a separate order for the physical product. If you would like to purchase a CD for the downloadable products in your order please look up your order and click on the Buy Now button for burn a CD."

The last sentence is what I'm referring to: Burn a CD. Now, if you're talking "physical product" vs. DD plus burn a CD, I'm with you. You made it sound as though your "boxed" CD and the burned CD are one and the same for BiN. Maybe you don't know yourself? [:)]

(N.B. I'd rather have the DD b/c then you don't need the CD in the drive to play! [:'(] )

[Capitaine]

Heh, just to prove it, I just now ordered the backup CD for WitP which I had neglected to do initially in my DD. Whether I get something that's labelled and in a DVD box, or just the burned CD in a sleeve as before, is inconsequential to me. Understood that others may want the CD thing that they'll have to have in their drive to play, but that's them. I thought Matrix was going to DD whole hog, so any labelling would be on the backup CD in any case. Any clarification on this issue? [:)]

[freeboy]

store changes just so a few folks

I really do not think you are correct, most folks will order dd, not a non manual boxed set cd at a higher price!!!
But back to the witp/origins fiasco... all that was needed to be done was to say" we need 7 to 10 days AFTER origins to get our stuff in line with the folks at DR.."

Again here you make a choice, to delay the dd to get "box on Demand" available, which STILL has to ship anyway!!! I am totally pissed at these decisions that make sense to you, but cost me time BECAUSE MATRIX failed AGAIN to communicate this early in the week

I love MG, REALLY, but not communicating about this is too much. Your choice re the whole box thing.. do not agree but thats fine, but the real aspect that continues to irk me is the non communication. How long ago was this being done.. did you just start after gold to try to set this up? I have 25 years of retail and customer/client service and I would NEVER make choices like these without up front explaining to my customers/clients the delays.... or else they go elsewhere

[freeboy]

The only way I'm aware of that allows that is to go through our support process, which involves manually setting up a new order to get that sent out

Erik,
We where told we had thirty days after purchasing witp to add the dd on demand...
fyi

[Marc von Martial]

ORIGINAL: freeboy

store changes just so a few folks

I really do not think you are correct, most folks will order dd, not a non manual boxed set cd at a higher price!!!
But back to the witp/origins fiasco... all that was needed to be done was to say" we need 7 to 10 days AFTER origins to get our stuff in line with the folks at DR.."

Again here you make a choice, to delay the dd to get "box on Demand" available, which STILL has to ship anyway!!! I am totally pissed at these decisions that make sense to you, but cost me time BECAUSE MATRIX failed AGAIN to communicate this early in the week

I love MG, REALLY, but not communicating about this is too much. Your choice re the whole box thing.. do not agree but thats fine, but the real aspect that continues to irk me is the non communication. How long ago was this being done.. did you just start after gold to try to set this up? I have 25 years of retail and customer/client service and I would NEVER make choices like these without up front explaining to my customers/clients the delays.... or else they go elsewhere

Jesus, it´s not only because of adding a box option. It´s a whole bunch of changes , these HAVE to be done at the same time by Digital River. And on top we have not given a certain day of release. We stated when it went GOLD and we stated when think it´s going to be released.

We did not just start ater announcing GOLD with this. This is in the works for a longer time as you might recall from some discussions in the WITP forums.

[Marc von Martial]

But back to the witp/origins fiasco.

Which fiasco ???

[Toby42]

What were the problems with the release of WITP ??????

[Marc von Martial]

None, since we sayed form the beginning that we will exclusively sell it at Origins as a special promotion and have it available online some days after Origins.

[freeboy]

Short memory Mark? there was no communication that it would take over a week after origins to get the dd going , and then it was lots of poeple in the witp forum complaining about all the vat stuff , inability to order etc...

Days after origin, get real...
to me that is two days max... and if you knew you had to do all this with DR at once, why was it not set up in advance, all exceipt the actual files...
As a loyal customer your attitude and surprise amaze me, but then again there are those who lean towards funtionality and those that lean towards client/customer service...
I always thought MG was the later, but I guess I was in error and will adjust my expectation in the future.

[TheHellPatrol]

ORIGINAL: freeboy

Short memory Mark? there was no communication that it would take over a week after origins to get the dd going , and then it was lots of poeple in the witp forum complaining about all the vat stuff , inability to order etc...

Days after origin, get real...
to me that is two days max... and if you knew you had to do all this with DR at once, why was it not set up in advance, all exceipt the actual files...
As a loyal customer your attitude and surprise amaze me, but then again there are those who lean towards funtionality and those that lean towards client/customer service...
I always thought MG was the later, but I guess I was in error and will adjust my expectation in the future.

@freeboy...I had the pleasure of talking with David Heath in length a couple weeks ago about the whole situation and believe me...it has been in the works for some time. I had problems getting my Witp backup disk and they are well aware of the holes in the system and have been working to improve it.

[Hartford688]

This is all a bit out of hand, no? Every time a launch is announced, everyone wants it out 6 minutes later. Yeah, I watch every evening to see if it is available, but for 99% of customers (not going on a rail trip) waiting a couple of days is surely not a calamity? We have been waiting for these games (WitP, BiN etc) for months and years, a couple more days is not the end.

Plus, a week or so is "some days".

Given the hiccups on DR, if I were Matrix I might be tempted to delay mentioning all is ready, but no big deal.

On the VAT point, I was one of the early big whiners, but all credit, it got fixed and properly. That was customer service and meeting expectation. Getting it right first time every time is fantastic. Getting it wrong but fixing it is excellent too.

Finally, $60, buy it if you want. If not, don't. I will. I got WitP too. HttR too. More money than sense maybe, but it is a call. Let's not go on about it.

Sorry about the rant, but another **** day at work, and this "problem" does not register on the Richter scale.

[Montbrun]

LOL - I am a small business owner, and in my opinion, Digital River should have been FIRED after the WitP download FIASCO...[:)]