Order and Shipping Questions

David Heath · Post by **David Heath** » Fri Jun 08, 2001 9:32 am

Hi Guys

We have taken down the Orders and Shipping questions forum. We have now installed a Help Desk Service to make sure no one is lost in Email. Please use this service for any questions problems you may be having.

Some of you received an Email giving you a login and password. Others have not, we did a limited test run to work out any known bugs. If you recived an login and password from us that either didn't work or does not now. Do not worry you will be getting another oneby Email. I will again post here letting everyone know when its gone out.

To access the Help Desk please use the link on the top of this page or just go to http://www.matrixgames.com/helpdesk.asp

We seem to have everything just about in order now, so these problems should soon be behind us shortly.

[ June 08, 2001: Message edited by: David Heath ]

JWW · Post by **JWW** » Sat Jun 09, 2001 12:00 am

You might want to post this in the SPWAW section. It might make some of us feel better. I initiated a query through the help desk on my order (got the Wednesday and then was told my name wasn't in the database) but wouldn't have made the query if I had seen this first.

I appreciate the efforts you are making to fix and upgrade your service. As I wrote in the SPWAW forum, I will give you the benefit of the doubt and chalk it up to growing pains. I do appreciate how quickly you have given us info on the problems and the changes. Must really be frustrating for you folks. Just get it set up right and we'll all be happy.

Ian Coyle · Post by **Ian Coyle** » Sat Jun 09, 2001 2:33 am

I've got a question....how much does it cost to mail to the UK? I emailed this question a few weeks ago and have had zip reply?

Secapra · Post by **Secapra** » Sat Jun 09, 2001 3:03 am

Ian Coyle.I have preordered Mega Campaign and the post to Belfast was quoted as $26.25.I would think to Dundee would be very similar.Maybe slightly less given it is mainland U.K. .Hope this helps.

Ian Coyle · Post by **Ian Coyle** » Sun Jun 10, 2001 12:02 am

Thanks for the answer Secapra. Not the one I was wanting to hear though? SURELY must be a mistake? I'm expecting something in the range of $11? Even thats a bit steep! Thats the price range that HPS want for their mail postage and I beleieve Chips n Bytes are coming in at something similar? I had a friend in the States send me a CD by post and it cost him $2.50 to mail it to me. I'm not trying to criticise Matrix by the way, because I realise how hard it is to survive economically in a a very specialist hobby.
I take it however that you haven't ordered anything from Matrix?

Secapra · Post by **Secapra** » Mon Jun 11, 2001 9:06 pm

No.The price for postage is the one quoted when I preordered.I don't think it has much to do with Matrix though.Hopefully it is wrong or I will have to sell another one of the kids!

David F. Wall · Post by **David F. Wall** » Mon Jun 11, 2001 10:17 pm

I got the mail about the new store, and when I first got it I checked he status of my order, and it said "Processing". Then I just checked it now, and it seems the order system has never heard of me.

Any idea what's going on?

Dave Wall
once known to Matrix as dfwall02453@yahoo.com

MacCready · Post by **MacCready** » Mon Jun 11, 2001 11:49 pm

Ive had the same problems with the new help desk.

It doesn't know me,my e-mail address,or my password.

Weren't new tracking numbers supposed to be e-mailed out last week?

Ryne · Post by **Ryne** » Tue Jun 12, 2001 2:21 am

Ditto. I no longer exist.

David boutwell · Post by **David boutwell** » Tue Jun 12, 2001 3:28 am

I don't either. Does this mean that I'm waiting daily by the mailbox for nothing???

David Boutwell

MacCready · Post by **MacCready** » Tue Jun 12, 2001 4:01 am

No ,I dont believe your waiting for nothing especially if you got one of those e-mail reciepts for the sale.

I know they have my information,2nd day air shipping,etc
Only in my mind I see a chinese junk putting along a trip from hong kong to new york and recon units have not yet picked them up...

[ June 11, 2001: Message edited by: MacCready ]

Paul Vebber · Post by **Paul Vebber** » Tue Jun 12, 2001 4:33 am

AS was stated the games are currently enroute to the fulfilment house, they will not arrive there until the end of this week and will not start shipping to customers until early next week.

We are taking this time to make sure the customer database or orders was not screwed up and so are checking each by hand, then sending an email so its a rather laborious process and if get no points for finishing early, as teh disks can't be shipped yet anyway.

Don't wait by your mail box yet...Whne you get an email and are in teh store database and you successfully check that your order is "processing" then you check that next week and look fo r it to say "shipped" then you can start looking at mailbox

[ June 11, 2001: Message edited by: Paul Vebber ]

David boutwell · Post by **David boutwell** » Tue Jun 12, 2001 7:06 am

So should I not change my password? I can't, at this time, check my account, but I did get an email receipt on 5/15/01. Is that still a valid receipt?

I now know what a heroin addict feels when going through detox. I haven't been able to play SPWAW in over a month, when up until that time, I have been an almost exclusive SP player since '96.

So, I feel like I'm being pretty patient, under the circumstances. Look, my hands aren't even shaking.....Wow!!! Look at those little panzergrenadiers running up the wall!!!

David Boutwell

fairbane · Post by **fairbane** » Thu Jun 14, 2001 2:06 pm

WRT the little discussion about UK shipping prices, I too think they're exhorbitantly steep. I raised the idea a little while ago of having some sort of secure download area for commercial matrix products so that we could pay online and download to the UK, which would save on shipping costs, but I hever heard anything back. I know that such as a system is possible, so how about it matrix, give us Europeans a break?

David Heath · Post by **David Heath** » Thu Jun 14, 2001 8:45 pm

We considering trying it on the next Mega Campaign. The problem that will then start is the size of the download. We are trying to find a CD publisher and a Fulfillment house in Europe to use for our Euro Customers. We seem to have a system setup for this down under.

Brummagem · Post by **Brummagem** » Thu Jun 14, 2001 10:31 pm

David,
Should we wait to order the game until these bugs are worked out (so not as to add to the confusion) or go ahead and jump into the fray.

Jody · Post by **Jody** » Fri Jun 15, 2001 11:41 am

I have posted a message to the help desk 5 days ago and still have no response. Is it working?. I allso have no reply with my tracking no i still have not received my new one yet. PLEASE can someone tell me what is going on I ordered the mega campaign 3 months ago and am getting very anxious as i live 3000 miles away and have already had my credit card charged.

Paul Vebber · Post by **Paul Vebber** » Fri Jun 15, 2001 4:54 pm

As I had posted on several other threads, we have explained why the CD's are delayed and that we were emailing folks with instructions as we got the database transferred.

If you posted a trouble call on the help desk becasue you did not yet get a confirming email, give us a till the end of this week and we will foolow up on those who did not get an emial.

If you do get an email this weekend , or have gotten one and still have an active trouble call in regarding "Where is my CD/Why have I not gotten a confirmation" please note on it that you have gotten an email.

Jody · Post by **Jody** » Mon Jun 18, 2001 1:21 pm

Thanks Paul
I don't mean to be a pain and understand that what was planned has had afew hicups Im just getting a itchy mouse hand

Paul Vebber · Post by **Paul Vebber** » Mon Jun 18, 2001 4:49 pm

A big bunch should be going out today.

We apologize for the inordinate delay and appreciate the understanding you all have extended us!