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Physical Shipment Status - 7/30/2009 5:22:39 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Hi Everyone,

I have some news on the status of physical orders. Some good, some bad.

I have confirmation that the UK warehouse has everything in stock and should be shipping orders out today or tomorrow. That warehouse covers everywhere except the USA and Canada. The delay in the manuals arriving in the UK was due to an extra two day last minute "discussion" with UK customs to explain to them that yes, these really were full color game manuals and not "magazines" (which is what they were claiming and would have had to be taxed/imported differently). That's resolved and everything should be all set for orders to ship out.

On the US side, things got more complicated. When we released AE on Monday, we had excellent information that the manuals were going to be received at both the UK and US warehouses that same day or Tuesday at the latest. The US shipment had cleared customs in the port of Los Angeles the previous week and the shipment tracking indicated arrival in our Minnesota warehouse sometime on Monday. They did not arrive on Monday, or Tuesday or yesterday. Every day we've been checking with our warehouse and our shipper, multiple times per day, to find out where they were. Until yesterday evening, we were told they should be in the warehouse "any day now". Yesterday we finally got the real story.

US Customs decided to inspect the shipment again in Minnesota. The manuals have been a few miles from our warehouse for two days now, in the possession of US Customs. The shipper that shipped them out from China apparently failed to stick the label on the box that says "Printed in China". This appears to have been a pure oversight on their part as we all knew it needed to be done and had reminded them to do so. This was not caught in Los Angeles, but was caught on the second unexpected inspection in Minnesota. Unfortunately, this may now cause a significant problem for us.

We tried to get them to give us a waiver for this shipment last night, that now seems unlikely. The only alternative, they tell us, is for us to open all the boxes and put a label on each manual that says "Printed in China". Needless to say, doing that will add some additional delay and at this point we don't know if this will take a day, a few days or another week. Right now, we've got the labels printed, we're ready to go but we don't have confirmation from them yet on when we are allowed to go do that.

The upshot is that we waited to make sure that physical shipments would go out at the same time as downloads, but we were hit by Murphy again at the last possible moment. We're working overtime with our shipper and customs to resolve this unexpected and unfortunate complication in the shipping schedule.

I'll post more here as soon as I know more. Last night's news was very unpleasant news for us and all we can say is we're doing everything we can to expedite this now that we know what the problem is.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.
Post #: 1
RE: Physical Shipment Status - 7/30/2009 5:26:58 PM   
donkey_roxor

 

Posts: 45
Joined: 1/23/2007
Status: offline 		Thanks for the update. I was going to wait for the physical manual to arrive so I could flip through it at my leisure before jumping into the game, but now...

(in reply to Erik Rutins)
Post #: 2
RE: Physical Shipment Status - 7/30/2009 5:27:27 PM   
V22 Osprey


Posts: 1593
Joined: 4/8/2008
From: Corona, CA
Status: offline 		What about shipping to dealers like NWS?

Great, it could take up to 3 weeks before I get this....thats just fantastic....

(in reply to Erik Rutins)
Post #: 3
RE: Physical Shipment Status - 7/30/2009 5:28:12 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		If we don't have physical copies, no one does, sorry.

_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to V22 Osprey)
Post #: 4
RE: Physical Shipment Status - 7/30/2009 5:28:17 PM   
Joglinks1

 

Posts: 61
Joined: 7/13/2002
From: UK
Status: offline 		Don't we all love the red tape.....
I like the one from the UK, convincing them they are manuals and not Magazines.

At least I will get my copies next week. I ordered the whole lot.....

Joerg

(in reply to Erik Rutins)
Post #: 5
RE: Physical Shipment Status - 7/30/2009 5:32:30 PM   
stretch

 

Posts: 636
Joined: 12/17/2001
Status: offline 		the placement of a sticker... solved by the placement of many little stickers.   Silly rules.

(in reply to Joglinks1)
Post #: 6
RE: Physical Shipment Status - 7/30/2009 5:32:45 PM   
Shark7


Posts: 7937
Joined: 7/24/2007
From: The Big Nowhere
Status: offline 		The efficiency of the Federal Government in action...

Need I say more?

_____________________________

Distant Worlds Fan

'When in doubt...attack!'

(in reply to Joglinks1)
Post #: 7
RE: Physical Shipment Status - 7/30/2009 5:34:12 PM   
V22 Osprey


Posts: 1593
Joined: 4/8/2008
From: Corona, CA
Status: offline
quote:

ORIGINAL: Erik Rutins

If we don't have physical copies, no one does, sorry.


It's ok, I just can't get why physical copies are being delayed over a ''printed in China'' label

(in reply to Erik Rutins)
Post #: 8
RE: Physical Shipment Status - 7/30/2009 5:35:51 PM   
AttuWatcher

 

Posts: 489
Joined: 6/25/2009
From: Hex 181, 36
Status: offline 		Manuals printed in USA would not have this problem...oh well, I have my download so I'll probably forget all about this in a few minutes

Sorry for the rest of you though...

(in reply to Shark7)
Post #: 9
RE: Physical Shipment Status - 7/30/2009 5:36:39 PM   
sdevault


Posts: 143
Joined: 10/28/2008
Status: offline 		I just wanted to take a moment (from my crying) and apologize to everyone for ordering this game.

You see, I have the worst luck in the world. Had I not ordered this game, this would have never happened.....So, your more than welcome to place all blame on me!!

(in reply to Joglinks1)
Post #: 10
RE: Physical Shipment Status - 7/30/2009 5:38:02 PM   
Feltan


Posts: 1160
Joined: 12/5/2006
From: Kansas
Status: offline 		Given that explanation, it is hard to believe any money was saved by having them printed in China instead of the U.S.

Regards,
Feltan

(in reply to V22 Osprey)
Post #: 11
RE: Physical Shipment Status - 7/30/2009 5:41:15 PM   
bilbow


Posts: 741
Joined: 8/22/2002
From: Concord NH
Status: offline 		Nah, it's my fault. First time ever I bought the physical option.

Implementing back up plan- warm up the printer!

_____________________________

An appeaser is one who feeds a crocodile- hoping it will eat him last
- Winston Churchill

(in reply to sdevault)
Post #: 12
RE: Physical Shipment Status - 7/30/2009 5:43:09 PM   
Joglinks1

 

Posts: 61
Joined: 7/13/2002
From: UK
Status: offline
quote:

ORIGINAL: Feltan

Given that explanation, it is hard to believe any money was saved by having them printed in China instead of the U.S.

Regards,
Feltan


The problem is no one can print them anymore in the west. They shut all the print shops

(in reply to Feltan)
Post #: 13
RE: Physical Shipment Status - 7/30/2009 5:43:50 PM   
sdevault


Posts: 143
Joined: 10/28/2008
Status: offline 		Just be glad I am unable to do the download option, or that would have had issues as well.

(in reply to bilbow)
Post #: 14
RE: Physical Shipment Status - 7/30/2009 5:46:34 PM   
V22 Osprey


Posts: 1593
Joined: 4/8/2008
From: Corona, CA
Status: offline 		A "Printed in China" label! I repeat a "Printed in China" label!

(in reply to sdevault)
Post #: 15
RE: Physical Shipment Status - 7/30/2009 5:53:19 PM   
Yank


Posts: 175
Joined: 5/19/2004
From: Boston, MA
Status: offline 		Well it probably won't make you feel any better Eric but just to let you know I am completely happy with my all-electronic version of the product (and yes, I did the Download + boxed copy on my order). It can show up next week, next month, next year...PDF eBooks work just fine for me.

Fantastic product by the way. Congratulations.

(in reply to V22 Osprey)
Post #: 16
RE: Physical Shipment Status - 7/30/2009 5:54:40 PM   
moonraker65


Posts: 556
Joined: 7/14/2004
From: Swindon,Wilts. UK
Status: offline 		Great news !!. Thanks Erik.

(in reply to Yank)
Post #: 17
RE: Physical Shipment Status - 7/30/2009 5:58:15 PM   
joe chod


Posts: 13
Joined: 7/28/2009
Status: offline 		Erik,
Thanks for you honesty and thorough explanation of what appears to be a situation out of your hands. 

Since the manual is available for reading online, andappears that  there is no problem with the physical shipment items other than the manual..........has there been any thought given to shipping all but the manual for now and shipping that when it becomes available? 

I know this increases $$ for postage, time, and materials, but it keeps customers happy. 

(in reply to Feltan)
Post #: 18
RE: Physical Shipment Status - 7/30/2009 6:50:42 PM   
CaptDave

 

Posts: 659
Joined: 6/21/2002
From: Federal Way, WA
Status: offline 		While the immediate issue is purely the fault of the original shipper, a contributing factor is the US Congress, which has imposed the ridiculous "Country of Origin" laws. Realistically, how many of us, besides the unions and a few over-reactors, give a rip about where something came from? Some do, yes, but I'd venture to say most of us are interested more in value (price vs. quality).

That said, thanks to Erik for the honest and thorough explanation.

(in reply to joe chod)
Post #: 19
RE: Physical Shipment Status - 7/30/2009 7:02:17 PM   
m10bob


Posts: 8622
Joined: 11/3/2002
From: Dismal Seepage Indiana
Status: offline
quote:

ORIGINAL: Yank

Well it probably won't make you feel any better Eric but just to let you know I am completely happy with my all-electronic version of the product (and yes, I did the Download + boxed copy on my order). It can show up next week, next month, next year...PDF eBooks work just fine for me.

Fantastic product by the way. Congratulations.



Ditto, and the game is so good, I may never even open the game box when it does arrive.

_____________________________




(in reply to Yank)
Post #: 20
RE: Physical Shipment Status - 7/30/2009 7:04:04 PM   
Nomad


Posts: 5905
Joined: 9/5/2001
From: West Yellowstone, Montana
Status: offline 		Sorry to hear of the problem. Luckily I went for the physical + download. I feel for those who didn't or couldn't, and Matrix of course.

_____________________________


(in reply to CaptDave)
Post #: 21
RE: Physical Shipment Status - 7/30/2009 7:04:06 PM   
V22 Osprey


Posts: 1593
Joined: 4/8/2008
From: Corona, CA
Status: offline
quote:

ORIGINAL: CaptDave

While the immediate issue is purely the fault of the original shipper, a contributing factor is the US Congress, which has imposed the ridiculous "Country of Origin" laws. Realistically, how many of us, besides the unions and a few over-reactors, give a rip about where something came from? Some do, yes, but I'd venture to say most of us are interested more in value (price vs. quality).

That said, thanks to Erik for the honest and thorough explanation.


Exactly, its a shame us physical copy players are screwed over a freak'in ''printed in china'' label.

(in reply to CaptDave)
Post #: 22
RE: Physical Shipment Status - 7/30/2009 7:08:43 PM   
88l71


Posts: 218
Joined: 9/17/2007
Status: offline 		Normally I never get a digital copy of anything and just wait for the hard copy but thank God I got the physical and download version!

One more reason to dislike the Fed. Govt. I guess I will run in windowed mode so at least I won't have to alt-tab out to the manual because I really, really hate having to do that.

(in reply to m10bob)
Post #: 23
RE: Physical Shipment Status - 7/30/2009 7:13:56 PM   
pad152

 

Posts: 2871
Joined: 4/23/2000
Status: offline 		Unreal! I could see if these had some sort of product safety issue (lead toys) but, game manuals?

You really didn't think you were going to save money by doing things in China did ya?

(in reply to CaptDave)
Post #: 24
RE: Physical Shipment Status - 7/30/2009 7:40:03 PM   
helldiver


Posts: 86
Joined: 5/21/2008
From: SRA
Status: offline 		"I'm from the government, and I'm here to help you..."

(in reply to pad152)
Post #: 25
RE: Physical Shipment Status - 7/30/2009 7:48:34 PM   
AttuWatcher

 

Posts: 489
Joined: 6/25/2009
From: Hex 181, 36
Status: offline
quote:

ORIGINAL: Helldiver

"I'm from the government, and I'm here to help you..."


oh sorry I got political...

< Message edited by FAsea -- 7/30/2009 8:19:53 PM >

(in reply to helldiver)
Post #: 26
RE: Physical Shipment Status - 7/30/2009 7:51:47 PM   
Oliver Heindorf


Posts: 1911
Joined: 5/1/2002
From: Hamburg/Deutschland
Status: offline 		muhahahaa, what a story. Thanks for the update !

luckily, I ordered this time from the European store....

politics...............................


_____________________________


(in reply to Erik Rutins)
Post #: 27
RE: Physical Shipment Status - 7/30/2009 7:55:56 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Thanks for editing that remark.

< Message edited by Erik Rutins -- 7/30/2009 8:40:56 PM >

_____________________________

Erik Rutins
CEO, Matrix Games LLC



For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

(in reply to AttuWatcher)
Post #: 28
RE: Physical Shipment Status - 7/30/2009 8:22:12 PM   
AttuWatcher

 

Posts: 489
Joined: 6/25/2009
From: Hex 181, 36
Status: offline 		No worries Erik...I have removed the political remarks!

(in reply to Erik Rutins)
Post #: 29
RE: Physical Shipment Status - 7/30/2009 8:50:43 PM   
hurtzDonut


Posts: 39
Joined: 1/8/2005
From: Indiana
Status: offline 		Thanks Erik

_____________________________

"Invader blood marches through my veins, like giant radioactive rubberpants" Invader Zim

(in reply to AttuWatcher)
Post #: 30
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