Matrix Games Forums

With all the recent stuff about the store and credit cards i've postponed buying anything from matrix. Too flaky. Thanks for the warnings.

Could you be more specific? Our store is not "flaky" and is completely secure, but if you have concerns we'd very much like to hear them so that we can make sure they are addressed.

Regards,

- Erik

Okay. Here's some flaky for you. On December 19 or so, I ordered two copies of Last Stand Arnhem, one for myself, and one for a friend. Both were via separate orders. He got his copy, but I did not receive mine.

Yesterday, I sent an email inquiring as to the whereabouts of my hard copy, and giving them not only my order information, but his name, and informing them that he had received his copy, but I had not.

So the reply I got today informed ME that I needed to give them HIS address again. It also informed me that I had to correct the addresses of two other people, one living in Denmark, and the other in Germany. Needless to say, I have never heard of either.

So how do I actually get a hard copy of this game? Do I have to drive somewhere and pick it up in person?

Thanks very much,

B.C. Milligan
Savage, MD

Hi Remise,

sorry you are having problems. Who did you contact? Plimus or Matrix? It is always best to contact Matrix as PLimus are not set up to deal with the complex nature of Matrix and the print on demand games. Their staff are not always aware how it works as it is not part of the Plimus sysmte but an additional service we have bolted to Plimus. PLease let us know via teh help desk and we'll get to it ASAP.

One small issue - the help desk has been overwhelmed with support due the high volume of games sold in the Christmas sale so our response times are slower than we would like but we will get to you.

Ian --

Thanks for your note. In fact, the first thing I did was to open a ticket at your helpdesk. Since they referred my query to Plimus, and Plimus seems to have no idea what they is doing, at least in this instance, what do you suggest now?

It would seem to me that after being in business for so many years, dealing with an issue such as this should not be too difficult, but I understand that you are overwhelmed, etc. Rather than open another ticket with your helpdesk, and get another confused response from Plimus, not your people, what do you suggest I do instead?

Thanks again.

B.C. Milligan

Just in case anybody is still reading this, I got an email this morning from Matrix Support cheerfully informing me ("James Juengerkes," which is not my name, of course) that you have now shipped a second copy to my friend Jim in New York. I live in Maryland, and apparently Matrix itself is incapable of recognizing who I am, or the address in Maryland I gave with the original order.

I have had it. I am tired of dealing with robots. I will ask Jim to send me that second copy, and in future, will buy games from companies that are actually able to get them to the customer.

B.C. Milligan

The confusion might stem from the fact that when you were asking about your missing copy you also told them your friends name. I understand giving your own info in your query, but why your friends? He got his.

Yes, I gave them his name so they would know not to send it to him again, as they kept sending emails to my email addressed with his name in the salutation. I in turn kept replying with my own name, and twice with my own address and an admonition to please send the game to that address. I don't know how much clearer I could have been.

I have not pasted all of my correspondence here, and I am really moderately intelligent, or so I imagine. The fact that in their first response, I was asked to update the addresses for one person in Denmark, and another in Germany, implied to me that perhaps Plimus or Matrix were a bit confused.

I did get an email today -- addressed to me -- promising I would see my own copy soon, and thanks for your suggestions.

B.C. Milligan

It does make for a good case in point however.

Sometimes giving too much information to support folks short-circuits their thought processes.......

To quote from one of the characters in the movie, "Battleground," "You can say that again!"

Although I never had any problems with MAtrix support

Well, me neither, and I have been buying their games since Gary Grigsby was in knee pants. That is probably one reason I was annoyed, as I didn't expect such problems from them.

But if this is the worst thing that happens to me this month, or even this year, I will be quite happy.

ORIGINAL: Remise

I have been buying their games since Gary Grigsby was in knee pants.

Now that thar is funny

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