Allright, this is quite embarrassing, but let me lay out what my investigation turned up. First, when we last reset our mail server, the spam filter settings were also somehow reset on the
membersarea@matrixgames.com account. This was effectively filtering out at least 2/3rds of non-spam customer support messages on the server side and the person checking that account didn't realize this and wasn't checking the server filter. We just looked at what was on the server side and there are an appalling number of members support messages there. It's fixed now and we will be catching up with these over the course of the next day.
Second, our primary
support@matrixgames.com person had a computer glitch a week ago that required a reinstallation. He was only offline and not checking messages for a day, but his client-side spam settings were reset in the process. He didn't realize this either somehow and the result was that for the last week many of the messages from customers and those I've been forwarding him were ending up in his spam filter.
This should never have happened, it required several layers of failure. I'm very sorry to all that were affected. We're going through and responding to all the "lost" messages as quickly as we can, please realize that because of this fiasco with spam settings, our support people really weren't seeing your messages. They were answering those they saw and not ignoring anyone. It's our policy to not have any spam filtering setup on any support accounts, but in this case due to a server glitch and a computer reinstallation they were inadvertently re-enabled.
To fix this for good, we're just about done setting up a new Help Desk which will replace our e-mail support entirely. We hope to have this online during the holidays so that we can make sure every help request is trackable by both the customer and our staff.
Regards,
- Erik
