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Order and Shipping Questions - 6/8/2001 12:32:00 PM   
David Heath


Posts: 3274
Joined: 3/29/2000
From: Staten Island NY
Status: offline 		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 ]

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Post #: 1
- 6/9/2001 3:00:00 AM   
jwarrenw13

 

Posts: 1897
Joined: 8/12/2000
From: Louisiana, USA
Status: offline 		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.

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Post #: 2
- 6/9/2001 5:33:00 AM   
Ian Coyle

 

Posts: 7
Joined: 12/30/2000
From: Dundee, Scotland
Status: offline 		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?

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Post #: 3
- 6/9/2001 6:03:00 AM   
Secapra

 

Posts: 26
Joined: 5/23/2000
From: Belfast,U.K.
Status: offline 		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.

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Secapra

(in reply to David Heath)
Post #: 4
- 6/10/2001 3:02:00 AM   
Ian Coyle

 

Posts: 7
Joined: 12/30/2000
From: Dundee, Scotland
Status: offline 		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?

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Post #: 5
- 6/12/2001 12:06:00 AM   
Secapra

 

Posts: 26
Joined: 5/23/2000
From: Belfast,U.K.
Status: offline 		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!

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Secapra

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Post #: 6
- 6/12/2001 1:17:00 AM   
David F. Wall

 

Posts: 158
Joined: 5/25/2000
From: Waltham, MA, USA
Status: offline 		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

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Post #: 7
- 6/12/2001 2:49:00 AM   
MacCready

 

Posts: 591
Joined: 1/5/2001
From: USA
Status: offline 		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?

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Post #: 8
- 6/12/2001 5:21:00 AM   
Ryne

 

Posts: 22
Joined: 9/2/2000
From: Placentia, CA, USA
Status: offline 		Ditto. I no longer exist. :)

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Post #: 9
- 6/12/2001 6:28:00 AM   
David boutwell

 

Posts: 353
Joined: 5/28/2000
From: Haymarket, Virginia, USA
Status: offline 		I don't either. Does this mean that I'm waiting daily by the mailbox for nothing??? David Boutwell

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Post #: 10
- 6/12/2001 7:01:00 AM   
MacCready

 

Posts: 591
Joined: 1/5/2001
From: USA
Status: offline 		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 ]

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Post #: 11
- 6/12/2001 7:33:00 AM   
Paul Vebber


Posts: 11430
Joined: 3/29/2000
From: Portsmouth RI
Status: offline 		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 ]

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(in reply to David Heath)
Post #: 12
- 6/12/2001 10:06:00 AM   
David boutwell

 

Posts: 353
Joined: 5/28/2000
From: Haymarket, Virginia, USA
Status: offline 		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

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Post #: 13
- 6/14/2001 5:06:00 PM   
fairbane

 

Posts: 3
Joined: 5/4/2001
Status: offline 		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? :)

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Post #: 14
- 6/14/2001 11:45:00 PM   
David Heath


Posts: 3274
Joined: 3/29/2000
From: Staten Island NY
Status: offline 		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.

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Post #: 15
- 6/15/2001 1:31:00 AM   
Brummagem

 

Posts: 37
Joined: 4/26/2001
From: Sunny, To Darn Sunny California, USA
Status: offline 		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. :D

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(in reply to David Heath)
Post #: 16
- 6/15/2001 2:41:00 PM   
Jody

 

Posts: 50
Joined: 4/16/2001
From: Healesville Victoria Australia
Status: offline 		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. :confused: :confused:

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"Up the Gut's, Heaps Of Smoke Don't Spare The Casualties"

(in reply to David Heath)
Post #: 17
- 6/15/2001 7:54:00 PM   
Paul Vebber


Posts: 11430
Joined: 3/29/2000
From: Portsmouth RI
Status: offline 		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.

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Post #: 18
- 6/18/2001 4:21:00 PM   
Jody

 

Posts: 50
Joined: 4/16/2001
From: Healesville Victoria Australia
Status: offline 		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 :D :D :D

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"Up the Gut's, Heaps Of Smoke Don't Spare The Casualties"

(in reply to David Heath)
Post #: 19
- 6/18/2001 7:49:00 PM   
Paul Vebber


Posts: 11430
Joined: 3/29/2000
From: Portsmouth RI
Status: offline 		A big bunch should be going out today. We apologize for the inordinate delay and appreciate the understanding you all have extended us!

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Post #: 20
- 6/18/2001 10:21:00 PM   
David Heath


Posts: 3274
Joined: 3/29/2000
From: Staten Island NY
Status: offline 		Hi Jody and everyone else. First I am answering the help desk questions as fast as I can. Second the new store is online and seems to be working well. If you want to place an order feel free to do so. The few problems we are not still having has to do with the our older customers accessing the new store for there old orders placed on the new store. Again the CD are shipping as of Friday and more will go out today and the rest of this week I am sure.

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Post #: 21
- 6/19/2001 1:11:00 AM   
moore4807


Posts: 1089
Joined: 6/2/2000
From: Punta Gorda FL
Status: offline 		David, Paul and the rest, Thank you for your time and efforts in this endeavour. It certainly cant be very easy for you and I do appreciate it. Now having said that... (grin) I did recieve an email about a week ago telling me to look for a new email with my new order # , yet natch so far.. I will wait patiently for the week you asked for... (Very Big Grin)THEN I shall hound you to the ends of the earth for my game. (Chuckle) Now surely your quaking knees are rushing over to the outgoing list to confirm my order # (ROFL) Well I gave it my best "mean bear" try, I'll now go put back on the standard "Teddy Bear" stupid look my wife loves so much Thanks guys -just going for a stupid laugh to brighten your day!

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Post #: 22
- 6/19/2001 4:00:00 PM   
Jody

 

Posts: 50
Joined: 4/16/2001
From: Healesville Victoria Australia
Status: offline 		Dear David, Paul and all the hard working Matrix People, Once again I thank you for all the hard work you Guys/Girls are doing. And for the replies to our impatient natter it is encouraging to know you Guys/Girls have our concerns at heart. Once again keep up the good work and i will wait patiently for my new tracking no :D :D :) :)

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"Up the Gut's, Heaps Of Smoke Don't Spare The Casualties"

(in reply to David Heath)
Post #: 23
- 6/20/2001 2:29:00 AM   
carlj

 

Posts: 3
Joined: 5/18/2001
From: Tuscon, Az.
Status: offline 		I recieved my new username and password on June 13. When I try to use them at your help desk it dosenot reconize them.I have sent messages about this and get a form letter or no answer at all.You charged my credit card on April 17.What is happening.

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(in reply to David Heath)
Post #: 24
- 6/20/2001 2:31:00 AM   
carlj

 

Posts: 3
Joined: 5/18/2001
From: Tuscon, Az.
Status: offline 		I recieved my new username and password on June 13. When I try to use them at your help desk it dosenot reconize them.I have sent messages about this and get a form letter or no answer at all.You charged my credit card on April 17.What is happening.

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(in reply to David Heath)
Post #: 25
- 6/23/2001 10:28:00 AM   
carlj

 

Posts: 3
Joined: 5/18/2001
From: Tuscon, Az.
Status: offline 		I final recieved my game disk today. Thanks.

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(in reply to David Heath)
Post #: 26
- 6/29/2001 2:51:00 AM   
BigDuke66


Posts: 2013
Joined: 2/1/2001
From: Terra
Status: offline
quote:

Originally posted by David Heath: 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.
Does this mean we could get low shipment costs to Europe? I thought about buying MC, but as long as the shippemnt is that high I won't do it. Even with the cheapes shipment it would cost about 100DM and thats to much for me. Does someone from Germany have experience in buying MC and could tell my how much Taxes I have to buy?

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Post #: 27
- 6/29/2001 10:13:00 AM   
snowman

 

Posts: 19
Joined: 10/17/2000
From: North Pole, AK
Status: offline 		I was wondering when the rest of the Mega game will go out? I ordered mine 05/10/01 and still nothing. Since then I've had a HD crash that trashed my email with my order comformation and got a new email address among other things. I tried to log into the store but it won't recognize me, so I can't attempt to track it. Like I can since I don't have the information anymore. I know you guys had trouble with the CD, but I just would like to know when if possible. Mike :confused: :(

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Post #: 28
- 6/29/2001 11:43:00 PM   
VictorH

 

Posts: 309
Joined: 9/3/2000
From: Georgetown, Texas, U.S.
Status: offline 		I got my Mega Campaign CD the other day! Note my suprise to find a copy of WIR and PACWAR included. Thanks Much Matrix for the Surprise. :D

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Post #: 29
- 6/30/2001 2:57:00 AM   
VictorH

 

Posts: 309
Joined: 9/3/2000
From: Georgetown, Texas, U.S.
Status: offline 		I spoke to soon. I tried to install Mega Campaigns and got a decompression error on one of the files. This means the CD is corrupted... Has anyone else had the same problem? :( [ June 29, 2001: Message edited by: VictorH ]

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Post #: 30
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