I won't buy a product if the support staff is not motivated to call their dsitributors in the US and inquire as to why their customers are not getting the product.
And what leads you to beleive that inquires have not been made that have satisfied us that all proper actions have been taken?
Get your shipping and handling charges fixed
We charge $8.95 flat fee for shipping in the "lower 48". Other companies charge more, some less. No more than a buck or two difference. Overseas the charge is what the charge is. We use a fullfillment house that does the shipping and customer ordering. So far we have not received complaints about their service that would lead us to sack them.
What is it about direct shipping that you think needs to "be fixed".
and make sure that your distribution system can meet the demand.
The fact is that its not possible (unless enlist the US postal service to hold packages for you as was done in the Harry Potter case) to have every location in the country receive a product on the same day. THe product is currently in many stores in many loactions. IT left the distributor on a given day and it simply takes different amounts of time for deliveries all over teh country to be made.
This as a simple fact of product distribution when you are a low volume producer. If we were shipping a 100,000 PS2 boxes, and had a nationwide ad campaign and thought there was a valid reason to have the product available all on the same day, then we would have had stores hold teh product for a week and then all put it out after it had sat in their back room waiting for the "go" signal.
No we saw no reason to prevent those of you who happen to be near stores that got it first to have to wait just becasue a store across the country hadn't.
This is not a customer service gaffe, but a design to live with logistical realities and not penalize some just for the sack of "everybdoy getting access the same day".
I understand that you have little power behind the shipping process, but you are a customer of Fed-Ex, etc. and therefore you can complain to them.
And if the complaint is that some stores will get the game before others and that causes some confusion because the stores aren't sure the specifc day they are going to get it, and that confuses some of our customers and would you be so kind as to fix that for us?
One would expect their response would be, what?
Matrix Games distributes some great games, however their support is lacking.
Just what support are you looking for that we are not providing you, except for the "Your call is VERY important to us BS, that customers COMPLAIN ABOUT.
Here you get to talk to the horses mouths and get straight answers about why things are how they are. Is that not the support customers really want" Not a bunch of mealy mouthed platitudes?
When complaints arose about the lack of product, they responded with "It's not our problem." instead of "We will check into that, thanks for letting us know."
Yes we could have lied and said that. Or we could explain the real reason why some stores get the game before others and that we made a conscious decision not to tell stores to hold the product in their back rooms, but to let then sell it when they got it.
Busniesses sometimes forget that many potential repeat customers base their future buisness with a company on on one transaction.
Customers sometimes forget that it often is easier to just mouth marketing blurbs, than to take the time to address points they think are important and help to educate their customer into why things happen the way they did.
If we didn't care. I would not betaking the time to expalin all this...
If that transaction does not go smoothly, the customer may go elsewhere.
What about your transaction did not go smoothly, other than the fact that we do not have the volume to get the shipping price breaks that those who move thousnads of items a day get?
We charge a couple bucks more than other wargame companies. We are also the only one that offeres phone orders, a choice of shipping methods, and full email tracking notification as your order is processed. You have to compare us to Battlefront, HPS, Shrapnel etc, not the online game distributers that move thousands of mainstream games per day. Comapred against our peers we charge a bit more but offer a wider variety of services. You can choose to pay the extra or not. We offer our games to a wide variety of distributers to give YOU THE CUSTOMER the widest variety of options, from the cheapest out of your pocket, to the choice to pay a couple bucks extra and help us out more on the margin.
If we didn't care about the customers, we would not offer all the alternatives that we do.
I am a huge supporter of the small developer and publishers. I will support them over the big boys anyday, but only if they give me a reason to. Like I have said before, I am done with buying directly from Matrix games due to their inflated shipping costs.
We are about selling games and realized that we - all by our lonesome, could not offer cost efective alternatives to all our varied groups of customers. If you choose to buy our game from Gogamer becasue you saved a few bucks - YOU STILL BOUGHT THE GAME! Were we not focused on customer choice and enabling opportunites for customers to get out games through whatever means, we wold only offer our games online at our store. We choose to accept lower margins on many of our sales to make sure customers had as many options as possible to suit them.
Anyways, WOOOHOOO!!! I should have ToS tomorrow WOOHOO!!!!
THis is the bottom line - to see this means a success for us!
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