Matrix Games Forums

If it says your order is "New" does that mean that UPS hasn't picked it up yet?

Originally posted by gnuseditor
If it says your order is "New" does that mean that UPS hasn't picked it up yet?

Yes. It will say shipped when it is picked up and there will be a tracking number, although perhaps of dubious value, according to some posters.

kp

How long does it usually take for U.V to ship once ordered? I purchased the game on May 24 and it still shows the order as "New". I cannot find anything on the screen saying it shipped. Thanks guys.

I ordered UV on 5/25/029 before the 3 day weekend and frankly didn't expect any action for a while. Here it is Tuesday, 5/28/02, and I get the notification: scheduled delivery 5/29/02! How can this be? I'm in Chico,Ca whom no one even has heard of. If this is true I can only praise a most efficient ordering system. If it is a tease then I was correct to keep my expectations low.

The Game should ship the same day if it is order before 2:00pm PST. If your game does not wait a day or two and if it does not please open a help desk ticket.

David

I'm sure the game will be great. I bet I've read all the threads on the forum and my excitement level is pretty high. But I am blown away by the rapid response to my order especially before a 3 day weekend. My compliments to Matrix.

Last night my order status went from "new" to "shipped," and I was able to track the package, using the tracking number provided, as far as Redmond, via Sacramento -- should be here today or tomorrow ... woo hoo! Great job, Matrix!

BTW, I know there has been some rightfully earned grousing about UPS -- but when it works, it's really pretty amazing that a package can leave Staten Island at 11:30 at night and be in Washington State and close to my doorstep the following morning... unfortunately, it seems our Canadian brethren to the north (I'm only 20 miles from BC) are not having the same luck!

Originally posted by gnuseditor
Last night my order status went from "new" to "shipped," and I was able to track the package, using the tracking number provided, as far as Redmond, via Sacramento -- should be here today or tomorrow ... woo hoo! Great job, Matrix!

BTW, I know there has been some rightfully earned grousing about UPS -- but when it works, it's really pretty amazing that a package can leave Staten Island at 11:30 at night and be in Washington State and close to my doorstep the following morning... unfortunately, it seems our Canadian brethren to the north (I'm only 20 miles from BC) are not having the same luck!

Actually it ships from the SF Bay Area, I believe.

kp

I'm a little annoyed that nobody on the Customer Service phone line could give me any info on my order. Isn't that what a C/S line should be about? At first, all they could do was tell me that they could see that my order didn't ship, but offer no solutions. Then they moved on to telling me that I should just watch the website for status. Having worked in C/S years ago and being use to getting answers, I'm a bit troubled by how I'm being handled. I just had to use the Help Desk link because I couldn't take it anymore (thank you David Heath).

Hope they can find out why mine hasn't shipped yet. I mean... they've had my money since last Thursday...

Here's the link to Customer Service:
http://www.matrixgames.com/insidemg/customerservice.php

I was hoping to have it by Friday, but only a Miracle would get it here by then...

Well, just got a response from the Help Desk that my game should ship tomorrow. Maybe if I beg enough, they'd upgrade the shipping....

Hi

I just finished answering all the help desk tickets so I will guess I handled yours as well. Our customer service can not answer questions on your order. All they can really do is if the order shipped and the order looks lost place a tracer on your package.

You can always find out your order status by using the My Order Statis tracker program on the site.

If you placed an order and want to know any information on it this section for you. To check the status of an order or to track your order you must know your Order ID#. This can be found on your Matrix Games receipt and starts with MTX and the Zip Code your order was being shipped to.

If its a valid order your invoice will now be displayed. If the order has been shipped and you would like to see the tracking details please click on the tracking number and all the available tracking details will be displayed also.

To try out My Order Status go to http://www.matrixgames.com/cgi-bin/store/myorder.cgi


If you have a Shipment or Billing issues please open a Help Desk Ticket. If your order seems lost, was damaged or is taken a long time to ship please open a Help Desk ticket in our "Shipment Issues section." If you have a billing issues please open a help desk ticket in "Billing Issues section."
When entering a Help Desk Ticket please give us as much information as possible including name, address, phone, MTX# (very important) and your problem.

Open a Help Desk Ticket go to http://www.matrixgames.com/cgi-bin/wond ... erdesk.cgi

You did say who you did C/S for but I going to guess its was not a wargame company. I do feel Matrix C/S is pretty darn good. I see no other wargame company offering 800 sales number, tech support via phone or a way to track your order once they have shipped. Also having your money does not mean we did not make a mistake before it shipped. We try our best to make sure every order gets out fast. For the niche of wargaming I really do feel we offer a lot with our C/S and services.

Matrix has and will stand behind our products and our mistakes for our customers. If you are still having a problem please email me direct and I see what I can do.

Wow, quick backs from the Help Desk!!! Major Kudos for that!

It's already on the truck, so I'm gonna dog my UPS man WOOF!!

David, I just read your post, and I thank you for your team's expeditious handling of my issue. In re-reading my comments, I should have directed my frustration at the process, and not the people. There is always a mistrust of the very technology that we use to exist that compels us to pick up the phone for "instant" gratification.

You are correct that it was not for a wargame company. It was an Ultrasonic sensor Mfg., and when in doubt, I could always walk to the production floor, or even shipping. In later years, as a Sales Mgr at a computer distributor, I wasn't onsite, but I could still tell that when an order hadn't started the 4 steps in our process within 36 hours after payment, something was wrong and required extraordinary action. Had I been directed by C/S to file a Help Desk Ticket when I talked to them this morning, I would have done so, and that is maybe where I should focus.

I had been tracking my status via the web as instructed, but after 2 business days with payment made and no movement of my order, I became concerned. My rule of thumb is to allow 48 hours (business time of course) after a payment is processed to start sending up red flares.

A thought: if it isn't already done, maybe an administrative note (with the middle of your post) that stays at the top of the UV forum?

Ordered on the 25th, received it on the 29th(even with a holiday) and I'm printing the manual out now! Kudos to Matrix! May they prosper and multiply!

Is UPS going to eat the delivery charge after losing original shipment and second arriving by Express? Seems like good business if they do. As of 3:42 am 30 May, the little puppy is in Hamilton, not too far now...

Wow, Ron ... it looks like the long winter of your discontent may finally be reaching its end! Cheers!

Hi Ron

UPS will not eat the shipping but I did get them to ship it overnight. I am sorry for the delay but UPS has 3-5 days to research where your package is and then get back to us. UPS is pretty fast and it only takes a day or two most of the time.

I'll just be happy to get the little puppies. Thanks again. I don't think I'll be around for awhile.

Hi Admiral DadMan


Please remember that Matrix Business offices are in New York, our warehouse is in Ca and our Operators are in the MO. So walking into the shipping department is not possible. So problems are slower to process. This is also not counting the time UPS need to track orders etc...

I will admit this is not the best system but it does allow us to provide the best level of service support for a small niche company. We may seem a little slow but we will stand behind our products and services trying to correct the problems as fast as possible.

David

Ship from CA? UGHHHHHHHHHHHHHHH! Had I known that, I would have placed the order as an overnight... that's a good 7 days to CT (where I live).

I'm almost tempted to ask what else can go wrong, but...

Thanks for your help David.

(whimpering)

This is gonna be a lonnnnnng 2 weeks...

YEA!!! IT SHIPPED!!!

Thanks again to David and his team. Well done. Now I'll just be biting my nails and whimpering as it snail trails across the country...

Sounds like a bad word problem from High School...