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I love your games but service needs help

 
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I love your games but service needs help - 12/29/2010 4:10:35 AM   
Socialist

 

Posts: 21
Joined: 10/22/2009
Status: offline 		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
Post #: 1
RE: I love your games but service needs help - 12/29/2010 4:44:27 AM   
Sheytan


Posts: 863
Joined: 11/28/2006
Status: offline 		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.

quote:

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



_____________________________


(in reply to Socialist)
Post #: 2
RE: I love your games but service needs help - 12/29/2010 5:33:50 AM   
bairdlander2


Posts: 2264
Joined: 3/28/2009
From: Toronto Ontario but living in Edmonton,Alberta
Status: offline 		read his other posts i suspect a bot

(in reply to Sheytan)
Post #: 3
RE: I love your games but service needs help - 12/29/2010 6:38:55 AM   
ilovestrategy


Posts: 3611
Joined: 6/11/2005
From: San Diego
Status: offline
quote:

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.

_____________________________

After 16 years, Civ II still has me in it's clutches LOL!!!
Now CIV IV has me in it's evil clutches!

(in reply to Sheytan)
Post #: 4
RE: I love your games but service needs help - 12/29/2010 12:09:43 PM   
Phatguy

 

Posts: 1348
Joined: 3/1/2006
From: Buffalo,ny
Status: offline 		Nah, I dont think hes a bot.....

(in reply to ilovestrategy)
Post #: 5
RE: I love your games but service needs help - 12/29/2010 1:18:37 PM   
Rockhopper

 

Posts: 11
Joined: 2/4/2009
Status: offline 		Hey Socialist: I'm not sure socialists are known for their good customer service.

< Message edited by Rockhopper -- 12/29/2010 1:20:19 PM >

(in reply to Phatguy)
Post #: 6
RE: I love your games but service needs help - 12/29/2010 2:03:38 PM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline
quote:

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.

_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to Rockhopper)
Post #: 7
RE: I love your games but service needs help - 12/29/2010 2:21:19 PM   
JudgeDredd


Posts: 8573
Joined: 11/14/2003
From: Scotland
Status: offline 		you are all aware that socialist <> communist, right?

_____________________________

Alba gu' brath

(in reply to junk2drive)
Post #: 8
RE: I love your games but service needs help - 12/29/2010 2:23:17 PM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		Ask that guy with the national socialist party.

_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to JudgeDredd)
Post #: 9
RE: I love your games but service needs help - 12/29/2010 2:28:17 PM   
Socialist

 

Posts: 21
Joined: 10/22/2009
Status: offline 		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


(in reply to junk2drive)
Post #: 10
RE: I love your games but service needs help - 12/29/2010 2:30:09 PM   
JudgeDredd


Posts: 8573
Joined: 11/14/2003
From: Scotland
Status: offline 		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.

_____________________________

Alba gu' brath

(in reply to Socialist)
Post #: 11
RE: I love your games but service needs help - 12/29/2010 2:33:59 PM   
Socialist

 

Posts: 21
Joined: 10/22/2009
Status: offline 		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

(in reply to JudgeDredd)
Post #: 12
RE: I love your games but service needs help - 12/29/2010 2:37:42 PM   
Phatguy

 

Posts: 1348
Joined: 3/1/2006
From: Buffalo,ny
Status: offline
quote:

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

(in reply to Socialist)
Post #: 13
RE: I love your games but service needs help - 12/29/2010 2:43:02 PM   
Erik Rutins

 

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

_____________________________

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 Phatguy)
Post #: 14
RE: I love your games but service needs help - 12/29/2010 3:33:03 PM   
Socialist

 

Posts: 21
Joined: 10/22/2009
Status: offline 		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

(in reply to Erik Rutins)
Post #: 15
RE: I love your games but service needs help - 12/29/2010 3:38:31 PM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		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

_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to Socialist)
Post #: 16
RE: I love your games but service needs help - 12/29/2010 4:05:17 PM   
planner 3

 

Posts: 616
Joined: 3/7/2008
Status: offline 		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.

_____________________________

"As Pogo said, 'We have met the enemy and he is us' "

(in reply to junk2drive)
Post #: 17
RE: I love your games but service needs help - 12/29/2010 8:37:25 PM   
Erik Rutins

 

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

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


_____________________________

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 junk2drive)
Post #: 18
RE: I love your games but service needs help - 12/29/2010 8:45:40 PM   
junk2drive


Posts: 12907
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		Every year something like this is posted
quote:

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.


_____________________________

Conflict of Heroes "Most games are like checkers or chess and some have dice and cards involved too. This game plays like checkers but you think like chess and the dice and cards can change everything in real time."

(in reply to Erik Rutins)
Post #: 19
RE: I love your games but service needs help - 12/29/2010 10:57:30 PM   
NefariousKoel


Posts: 2930
Joined: 7/23/2002
From: Murderous Missouri Scum
Status: offline 		Wow 30 minutes!  Fine service Erik. 

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. 


_____________________________


(in reply to junk2drive)
Post #: 20
RE: I love your games but service needs help - 12/29/2010 11:39:47 PM   
Lützow


Posts: 1517
Joined: 7/22/2008
From: Germany
Status: offline
quote:

ORIGINAL: Erik Rutins

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



Can't really blame him. In regard to earlier experience it was always the fastest way to contact YOU directly instead of help desk or the non-existing DR customer service. You contributed a lot to Matrix reputation and the company wouldn't be the same anymore without your commitment.


_____________________________


(in reply to Erik Rutins)
Post #: 21
RE: I love your games but service needs help - 12/30/2010 4:43:44 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		It may seem that way, but this is very much a team effort.

I don't blame the customer at all, I'm just responding here to make sure everyone has the full story. We are always monitoring the help desk, but over the holidays there is less backup so we try to set expectations in terms of possible response time and to direct customers on the best way to reach us.

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.

(in reply to Lützow)
Post #: 22
RE: I love your games but service needs help - 12/30/2010 11:26:16 AM   
Phatguy

 

Posts: 1348
Joined: 3/1/2006
From: Buffalo,ny
Status: offline 		These days I think i'd rather play email tag when there's a problem........The last few times I called any CS I could not understand the other end at all

(in reply to Erik Rutins)
Post #: 23
RE: I love your games but service needs help - 12/30/2010 2:19:13 PM   
Carl Myers

 

Posts: 136
Joined: 9/16/2003
Status: offline
quote:

ORIGINAL: 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.

That there is your problem, we speak American, not the bloody whosoever is in charge English!!!

(in reply to planner 3)
Post #: 24
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