Not happy with one countersheet

[U2]

Hi,

I am very unhappy with one of the countersheets. Very bad cutting....

How do I get a new one?

[Erik Rutins]

Please e-mail us at support@matrixgames.com explaining the problem and we'll take care of it.

Regards,

- Erik

[Griffitz62]

Not sure how well that works. I sent in my request for help on this last month and haven't heard anything back since. I sent Marc a picture of the sheet and he said it had been forwarded for review on 12Sep. Still waiting...

[Erik Rutins]

Griffitz,

I'm not happy to hear that. Please re-send your request to me at erikr@matrixgames.com and I'll make sure it reaches the right person on Monday.

Regards,

- Erik

[Griffitz62]

I sent you an E-mail Sunday evening. Thanks.

[U2]

Email send

[Dazooz2]

I want to thank Matrix Games for the quick response and replacement counter sheet, as I had the same problem with some of my counters.

Very quick and very professional and I look forward to purchasing more Lock 'n Load products in the future!

[CptWaspLuca]

Hi,
I had some problems with the counters too...
I had a very mis-centered set of counters, and I asked for help to Mark. Debra Pugh sent to me another set of counters, on the package the label was "pre-production counters"... but a sheet was mis-centered and very badly cut, another time! (the one with SS).
I reported this to Mark and David, and Mark tried to help me, but after a month I have still my ruined SS.
What can I do? If Matrix logic is to send only one replacement sheet/person I would like to know this... but it would be better for Matrix to verify the replacement counters before shipping! [:-]

Thank you

[markhwalker]

I sent Marc

You mean Marc Schwanebeck? You didn't sent me any pictures, or if you did I didn't receive them.


Cpt Wasp (Luca, correct?), yeah... that's a valid point. I'm sure Matrix will send you a new sheet. OKay, guys?

Luca is the pictured Tiger misscentered? I can't see it.

Best,

Mark

[Marc von Martial]

ORIGINAL: CptWasp

I reported this to Mark and David, and Mark tried to help me, but after a month I have still my ruined SS.

Please forward your mail to support@matrixgames.com, I´ll have this checked.

[CptWaspLuca]

Ok, I will forward the thread with some explanations to the Matrix support.
(I took the Tiger Avatar from the web... not from my counters...)
As I emailed to Mark, I'm still a LnL fan, I know it's bad luck to receive a bad replacement counter sheet... but I still would have an entirly good set of counters

[U2]

I would like to thank Marc and Matrixgames for EXCELLENT support and help with this issue

[markhwalker]

Marc is all over this stuff. A harder working guys doesn't exist, and he is one heck of a graphic artist... The box cover is his work (among other things).

Best,

Mark

[U2]

ORIGINAL: markhwalker

Marc is all over this stuff. A harder working guys doesn't exist, and he is one heck of a graphic artist... The box cover is his work (among other things).

Best,

Mark

I know Mark. Matrixgames is lucky to have him.

[David Heath]

We couldn't agree more. [:D]

David

[Griffitz62]

I wish I could say the same. Two week ago I started the "new counter-sheet" process for the second time and after two weeks of waiting, still nothing interesting in the mail.

Oh well, I'm off for another trip for the US Navy so I guess I can shelf this game along with a bunch of others. Thanks anyway.

Ken

[markhwalker]

Griffy,

What does "new counter sheet process" mean? Specifically, what have you done, who have you contacted, and when did you contact them? What was their response? Can you post the specific email address. You have never emailed me.

[Marc von Martial]

I guess this is exactly the right time to ask for a better contract [:D]

[Griffitz62]

I first contacted Marc Schwanebeck on September 9th and then sent a picture of the countersheet on the 10th and was told it would be forwarded for review.
Then, after a month of waiting, I sent the info to Eric Rutins on October 9th. It's now the 23rd and I'm still waiting.
These are the only people I have directly contacted so far. Thank you.

Ken

[David Heath]

Hi Ken

Please send it to support (support@matrixgames.com) and I will handle it myself. I do no remember Erik or Marc saying that they recevied anything. Let me make this perfectly clear. Please do NOT email Marc, Erik or myself but support@matrixgames.com. Emails sent to us directly can be stuck in a spam filter or just because of the volume of email take a while to get to. If you write to supportand do not get a reply in 72 hours send another email. Also we need a digital picture of your countersheet that has the problem so you can send that as attachment.

Thank you.

David Heath
Matrix Games