Very odd...

[benpark]

I just got my copy(not through Matrix, but another dealer well known in the community). It has "display copy" written on the inside top box cover, with assorted odd objects in it (Sharpies, empty wrappers). Is this legit to sell at the going full price?

[Twonky]

I think you should check with the retailer. They might give you a new copy if you trade them the one you got. Apparently that copy is for display only and should not be sold, thus the stamp in the box.

[Warship NWS]

Hi, within minutes of receiving an email from this customer, who was understandably concerned, I was on the phone with him. Somehow 3 display editions ended up in our recent shipment and we didnt know it. Ill be in touch with Matrix within the hour and Im going to ask them to ship him a new game immediately.

We had 3 unsealed games come in and I did inspect one of them to make sure they were ok figuring they were just missing the shrink wrap (I have seen that happen before). The one I inspected just had a few loose counters, which can easily happen during shipping, but otherwise it looked fine. The other ones I didnt inspect unfortunately.

This matter is being taken care of as I write this. If there are EVER any concerns with any of our services I can always be reached at 1-407-925-7782 or by email at nws-online@nws-online.net

Thanks.

[benpark]

Chris is a gracious guy, and a class act. Appreciated greatly. It's good when something gets screwed up and you come away feeling better about the company you are dealing with is responsive and does their best to make good. Thanks.

[Warship NWS]

Thanks for reporting that to us Ben. Your patience is greatly appreciated. Expect your new game within a few days. Im going to ask Matrix to let you keep the other one for spare parts.

[Warship NWS]

Update.. I just had David Heath on the phone. He contacted me within minutes of my email to him.. this matter is being taken care of very rapidly.

[benpark]

Thanks David, just sent you an email. You all can wipe this thread out now, it's a non-issue, and I'd rather not detract from the game conversation. You both are great companies(Matrix and NWS).

[Warship NWS]

No problem Ben. Just glad we were able to get this all squared away promptly.

[Bodhi]

ORIGINAL: benpark

Thanks David, just sent you an email. You all can wipe this thread out now, it's a non-issue, and I'd rather not detract from the game conversation. You both are great companies(Matrix and NWS).

I think it should be left up to give any newcomers an indication of the type of service they can expect from both Matrix and NWS. (Just the opinion of a customer of both. Although it'd be better if the mistake never happened in the first place. [;)])

[Warship NWS]

I have no problem at all with this thread being left up. We all oops at times.. it happens, humans make mistakes. The question is how well an issue is handled via customer support. Our reputation at NWS is extremely important to us and I handle all customer relations directly.. no drones, outsourcing, or automated recordings.

Im a customer of the gaming market as well so I know all too well that I would be contacting a retailer if they goofed my order. I just had to hammer a retailer today that I sometimes buy games from as they reported that I didnt pay for a product when I have the receipt and funds transfer information via PayPal to prove I did, but the way they handled the situation was just flat wrong and very unprofessional, but that is a problem Im dealing with appropriately.

Point being, I know both sides of the fence quite well, the consumer and the retailer. In this case it took no more then an hour or two from the time of the email from Ben to the time of resolution for him to get a new game being prepared to ship out to him. That is what matters most.. that the customer recieves what they paid for in the end. Ben was very courteous and professional in his conduct as a customer and I will give him great credit for that and for giving us the chance to resolve the matter promptly.

Take care everyone and feel free to contact us anytime if there are ever any questions regarding NWS Online.