I love your games but service needs help

[Socialist]

Greetings,

I have purchased many a game from matrix..you distribute many a good strategic wargame. I congratulate you on your growth. My issue with you is that I cannot call you when download issues occur. I am willing to pay 4-5 dollars more per title just to have a human being to discuss problems with. I hate to deal entirely through email. It is horrible service when one cannot discuss a problem with a human being. Please correct this issue immediately and have your folks on the phone able to fix problems within a reasonable time frame. You know I enjoy your company and the programs you sell but you must have a paid, human workforce to answer calls and resolve issues in a timely manner. Please do as told and remedy this situation. Good luck and good day to you gentlemen,



PS...hire some phone customer reps..please please!
Jonny the Red

[Sheytan]

Why is email a problem? I dont get it. BTW I dealt with a ATT rep today regarding a account and I couldnt understand her. I am not sure if she was in India or elsewhere but...be careful what you wish for.

ORIGINAL: Socialist

Greetings,

I have purchased many a game from matrix..you distribute many a good strategic wargame. I congratulate you on your growth. My issue with you is that I cannot call you when download issues occur. I am willing to pay 4-5 dollars more per title just to have a human being to discuss problems with. I hate to deal entirely through email. It is horrible service when one cannot discuss a problem with a human being. Please correct this issue immediately and have your folks on the phone able to fix problems within a reasonable time frame. You know I enjoy your company and the programs you sell but you must have a paid, human workforce to answer calls and resolve issues in a timely manner. Please do as told and remedy this situation. Good luck and good day to you gentlemen,



PS...hire some phone customer reps..please please!
Jonny the Red

[bairdlander2]

read his other posts i suspect a bot

[ilovestrategy]

ORIGINAL: Sheytan

Why is email a problem? I dont get it. BTW I dealt with a ATT rep today regarding a account and I couldnt understand her. I am not sure if she was in India or elsewhere but...be careful what you wish for.

Oh man. Last month I called ATT and I had some guy with a really deep accent, could not understand anything he was saying. And it sounded like he was reading a script. I ended up hanging up and calling back again. Luckily I got someone I could understand.

[Phatguy]

Nah, I dont think hes a bot.....

[Rockhopper]

Hey Socialist: I'm not sure socialists are known for their good customer service.

[junk2drive]

ORIGINAL: Rockhopper

Hey Socialist: I'm not sure socialists are known for their good customer service.

I thought of a whole bunch of things to post in that regard and decided not to.

[JudgeDredd]

you are all aware that socialist <> communist, right? [:'(]

[junk2drive]

Ask that guy with the national socialist party.

[Socialist]

Greetings once more,


I used to be able to contact matrix directly for service if some issue occured. At present, we have no direct number to dial. I would just prefer to be able to speak to someone when problems arise. It is really that simple.

Sincerely,

Jonny the Red

[JudgeDredd]

Also quicker if it can be discussed by phone...with email you're never sure (if time has passed) whether you're email is in a queue, it got there, it's sitting in a spam folder, deleted accidentally - all sorts of reasons for preferring a phone call to email when wanting support.

[Socialist]

Exactly, comrade!


You understand my concern then, Email can be rather tedious and as a company that sells programs to general public, there should be a way to call and resolve issues without having to wait ..and wait..on email. I am willing to pay more per title if I know that I can speak to someone when problems occur. Thanks for understanding. Good luck to you and I do hope someone at matrix reads the thread.


Sincerely,

Jonny the Red

[Phatguy]

ORIGINAL: Socialist

Greetings once more,


I used to be able to contact matrix directly for service if some issue occured. At present, we have no direct number to dial. I would just prefer to be able to speak to someone when problems arise. It is really that simple.

Sincerely,

Jonny the Red

Dont we all, dont we all...........


But, They would need to hire at least 4 or so call center monkeys at minimum wage which then gets very cost heavy....One or two will not do as that would mean full time and our greedy capitalist friends at Matrix would abhor the thought of giving their monkeys health insurance....I know I would.... You are looking at about 500 to 700 minimum(4 peeps) to implement such a service which would raise the cost of our games even more..It would probably chase some on the fence customers away......And it would even be more expensive to pay health insurance if you only had two....


Keep as is

[Erik Rutins]

Jonny,

We don't have the staff to do phone support. However, we respond quickly to our help desk and e-mails. You sent me an e-mail last night shortly before 11PM. I responded by having the store send you a new download link by 11:30PM. You had already posted here and sent a second complaint e-mail in response to my auto-responder, which directed you to the help desk. The company is shut down between Christmas and New Year's - with all due respect I think you are overreacting.

Regards,

- Erik

[Socialist]

Greetings,

Thank you for your response. I had not checked my email after 6pm having thought the business day had ended. I have received the email and downloader reconnect. Thank you kindly,


Ps. I understand it is not cost effective to have full time staff, it is just a preference.

Jonny the red

[junk2drive]

Erik I understand the desire for people to have time off at the holidays and that Matrix is always short staffed during this period.

I have worked in medical and retail where there is no time off for holidays. My choice, no regrets.

What I don't understand is Matrix is a retail company with what I suppose is a big amount of their annual business coming during the holiday season. You should have more staff, not less, during this period. JMO

[planner 3]

IN repry 2 I love Stratergy: Ve do Or vely bes to comunion vit use in U s of A. Ve r vely sorri u do not speak the kinks English. Very vely good Sahib.

[Erik Rutins]

ORIGINAL: junk2drive
Erik I understand the desire for people to have time off at the holidays and that Matrix is always short staffed during this period.

I have worked in medical and retail where there is no time off for holidays. My choice, no regrets.

What I don't understand is Matrix is a retail company with what I suppose is a big amount of their annual business coming during the holiday season. You should have more staff, not less, during this period. JMO

We have enough staff to handle support during the holidays. The Help Desk and support e-mails are constantly monitored. However, the customer only e-mailed my personal e-mail address, which is why he received my auto-responder. He still got a response within 30 minutes at 11PM.

Regards,

- Erik

[junk2drive]

Every year something like this is posted

Matrix Games would like to wish everyone a blessed Christmas and a happy New Year! In the spirit of holiday cheer, Matrix Games will be running with an abbreviated staff effective Friday, December 17th at 5PM EST until Monday, January 3rd. As a result, some replies from Matrix Games may be delayed.

Which is where I got the impression that you were low on staff.

Yes, you all do a great job of handling problems quickly during the holidays. That is why Matrix has such customer loyalty.

May we all have a wonderful New Year.

[NefariousKoel]

Wow 30 minutes!&nbsp; Fine service Erik.&nbsp;

I wish there were a bit less mashing of the Panic Button but I believe it's due to people's previous customer service experience with other companies' poor quality being falsely projected onto Matrix.&nbsp;