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Misgivings/Questions about shipping for WitE 2 boxed editions - Please Address

 
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All Forums >> [New Releases from Matrix Games] >> Gary Grigsby's War in the East 2 >> Misgivings/Questions about shipping for WitE 2 boxed editions - Please Address Page: [1]
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Misgivings/Questions about shipping for WitE 2 boxed ed... - 3/2/2021 3:32:24 PM   
Genosse

 

Posts: 38
Joined: 10/6/2011
Status: offline 		Attn. Erik and Matrix,

I was going to be a day one preorder customer for the physical plus manual edition of War in the East 2, but I thought the shipping price was exorbitant and the order page unclear, in addition to the earlier confusion today about the launch. This has given me pause and I would appreciate a response on why this works this way. I've attempted to attach a screen shot to show what I'm looking at.

My concerns:

Price - I thought an additional twenty dollars was fine to upgrade to a physical edition plus manual, but I got a shock when the shipping menu popped up. All said and done the cheapest option to go from digital to physical raises the overall price by more than 60% to up over 130 US dollars, and that is for what is an already expensive (although I think worthwhile) game. Does this seem reasonable to you? Is this steep price because I live in the United States and you're shipping from the UK? I just went back in my email receipts and in 2015 the shipping for my physical copy of Decisive Campaigns: Barbarossa with the beautiful manual came to a meager $6.95 - what is going on here?

Clarity - After getting hit with the price, it also didn't sit well that it isn't very clear what I'm getting with these two expensive options - why the choice? I don't know anything about DBD, but why would I pick the much more expensive Royal Mail? Is this an inside the UK versus international shipping thing?


At minimum to satisfy my concerns,

Can you provide some details about whether manuals will be available for individual order later, and how long they likely may remain in stock/be available for purchase later this year?

Can you explain a little bit about the shipping options? Is there a reason Royal Mail is over 50% more expensive than DPD? Is it 50% better, or can we expect significant differences in packaging care or speed between the two? Again, is the shocking price based on customer location?


This is overall very frustrating, having a commemorative physical manual would be nice, but on the other hand it doesn't make a ton of sense given how radically documentation should change with updates in a modern game. I am questioning it being worth $50 all told, really the price of a second game. I am a fan and regular customer of Matrix, I own WitE 1 and both expansions and am no stranger to premium wargame prices but I thought this was a bit much to ask of the customer.

Thank You for your attention, and I hope to see an explanation!




Attachment (1)

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Post #: 1
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 3:58:25 PM   
Erik Rutins

 

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

Thank you for your questions.

quote:

ORIGINAL: Genosse
My concerns:

Price - I thought an additional twenty dollars was fine to upgrade to a physical edition plus manual, but I got a shock when the shipping menu popped up. All said and done the cheapest option to go from digital to physical raises the overall price by more than 60% to up over 130 US dollars, and that is for what is an already expensive (although I think worthwhile) game. Does this seem reasonable to you? Is this steep price because I live in the United States and you're shipping from the UK? I just went back in my email receipts and in 2015 the shipping for my physical copy of Decisive Campaigns: Barbarossa with the beautiful manual came to a meager $6.95 - what is going on here?



I understand. There are two key things that have changed since your order of DC: Barbarossa. First, we did move all shipping to a UK warehouse and as a result shipping to the US is more expensive. However, it's not that much more expensive for normal physical copies. What makes it much more expensive here is that shipping rates for heavier items (like the 520 page full color hardbound WITE2 manual) have been going up, especially over the last year. We decided to print the largest and most comprehensive manual we've ever made, but the additional shipping costs go along with that because of the sheer weight of it. These are pass-through costs for us, we are not making a profit on the physical copies and their shipping.

quote:

Clarity - After getting hit with the price, it also didn't sit well that it isn't very clear what I'm getting with these two expensive options - why the choice? I don't know anything about DBD, but why would I pick the much more expensive Royal Mail? Is this an inside the UK versus international shipping thing?


I agree this is unclear from a US perspective. I'm seeking more information on this right now to better advise on the differences between Royal Mail and DPD.

quote:

Can you provide some details about whether manuals will be available for individual order later, and how long they likely may remain in stock/be available for purchase later this year?


We have an initial print run which is coming by both air and sea. We do plan to re-order when that initial print run is sold out, but there may be a gap while physical copies are unavailable. We do eventually plan to offer physical upgrades. However, in all these cases, the weight of the manual and shipping costs are very likely to be exactly the same.

Regards,

- Erik


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CEO, Matrix Games LLC



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

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(in reply to Genosse)
Post #: 2
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 5:59:45 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Hello, just to follow up on this, I spoke with our UK staff and they highly recommend the "DPD - Air Classic" option. It is the least expensive and most reliable for shipping outside the UK.

Regards,

- Erik


< Message edited by Erik Rutins -- 3/2/2021 6:00:04 PM >

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CEO, Matrix Games LLC



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

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Post #: 3
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 6:47:54 PM   
jacktimes2


Posts: 153
Joined: 7/11/2015
From: NY
Status: offline 		That would’ve been nice to know this morning.

(in reply to Erik Rutins)
Post #: 4
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 6:53:47 PM   
Erik Rutins

 

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

ORIGINAL: jacktimes2
That would’ve been nice to know this morning.


Agreed, unfortunately I didn't know until now.

If you placed a pre-order with a different shipping option, we may be able to change it for you. Please contact support@matrixgames.com.

Was the DPD-Air Classic not the default shipping option when you placed an order?



_____________________________

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 jacktimes2)
Post #: 5
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 6:55:11 PM   
jacktimes2


Posts: 153
Joined: 7/11/2015
From: NY
Status: offline 		Understandable. I believe it was the default. I changed it thinking it would get here faster, ha. I will send an email. Thanks!

(in reply to Erik Rutins)
Post #: 6
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 8:01:50 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Also FYI I've just posted the first manual preview here:

https://www.matrixgames.com/forums/tm.asp?m=4972900

_____________________________

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 jacktimes2)
Post #: 7
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 8:10:07 PM   
verdugo94

 

Posts: 142
Joined: 4/23/2015
Status: offline
quote:

ORIGINAL: Erik Rutins


quote:

ORIGINAL: jacktimes2
That would’ve been nice to know this morning.


Agreed, unfortunately I didn't know until now.

If you placed a pre-order with a different shipping option, we may be able to change it for you. Please contact support@matrixgames.com.

Was the DPD-Air Classic not the default shipping option when you placed an order?




I have contacted this email because I would like to change from Royal Mail to Dpd too

(in reply to Erik Rutins)
Post #: 8
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/2/2021 10:30:29 PM   
Light4bettor

 

Posts: 83
Joined: 1/3/2020
Status: offline 		Erik,

Of course I chose Royal Air before I read your post, I live in the U.S., and I'm concerned that I might have set myself up for some problems with shipping, can I change my shipping option? Thanks.

(in reply to Erik Rutins)
Post #: 9
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 12:23:01 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Just to be clear, you'll still get it just fine with Royal Air, it just may be slower and will be more expensive. As far as switching shipping options, I've asked our support folks to do what they can on this but until tomorrow I'm not sure it's possible without canceling and re-ordering. You can contact them at support@matrixgames.com.

_____________________________

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 Light4bettor)
Post #: 10
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 1:37:16 AM   
jacktimes2


Posts: 153
Joined: 7/11/2015
From: NY
Status: offline 		Canceling and re-ordering would bump us to the back of the queue to receive our copy of the physical manual, correct?

(in reply to Erik Rutins)
Post #: 11
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 2:07:36 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		That is unfortunately correct, the way the order system works.

_____________________________

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 jacktimes2)
Post #: 12
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 3:16:56 AM   
jacktimes2


Posts: 153
Joined: 7/11/2015
From: NY
Status: offline 		I greatly appreciate your transparency. I will hold fast and stick with the Royal Mail.

(in reply to Erik Rutins)
Post #: 13
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 7:00:35 AM   
Kursk1943

 

Posts: 445
Joined: 3/15/2014
From: Bavaria in Southern Germany
Status: offline
quote:

ORIGINAL: jacktimes2

I greatly appreciate your transparency. I will hold fast and stick with the Royal Mail.


Very good job, Erik!

< Message edited by Kursk1943 -- 3/3/2021 7:01:18 AM >

(in reply to jacktimes2)
Post #: 14
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 8:58:36 AM   
RFalvo69


Posts: 1380
Joined: 7/11/2013
From: Lamezia Terme (Italy)
Status: offline
quote:

ORIGINAL: Kursk1943

quote:

ORIGINAL: jacktimes2

I greatly appreciate your transparency. I will hold fast and stick with the Royal Mail.


Very good job, Erik!

Out of curiosity, now that BREXIT is a done thing, did it had an impact on shipping prices from the UK? I must admit that I'm clueless about the matter

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(in reply to Kursk1943)
Post #: 15
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 12:00:35 PM   
Grouchy


Posts: 1117
Joined: 9/26/2001
From: Nuenen, Noord-Brabant, Nederland
Status: offline 		For the European Union what will have a impact on the costs is that as of 1 January 2021 the rules for purchasing items online from the UK are the same ones that apply when you order goods from anywhere outside the European Union, such as from the United States or China. This means that:

- you must pay VAT in on products that cost more than €xx (in my country that amount is €22).
- you must also pay import duties if products cost more than €xxx (in my country that amount is €150).

You will be charged these costs by the delivery company.

The delivery company will also need to declare the goods to customs and pay customs clearance costs. These costs will be passed on to you.

Don't be surprised that this will add another €30-€40.

< Message edited by Grouchy -- 3/3/2021 12:02:31 PM >

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(in reply to RFalvo69)
Post #: 16
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 1:41:17 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		We're having a discussion about this today internally and it comes down to the following:

- Only the customer can really decide what is the best shipping option for them, given the wide variety of possible address types, countries and customs/tax laws.
- We should do our best to inform the customer about each shipping option and where we are shipping from so that they can make the best possible decision
- Customers should know that more expensive shipping is not always equal to best shipping option.

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 Grouchy)
Post #: 17
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 8:22:33 PM   
Maesphil74

 

Posts: 93
Joined: 4/10/2009
Status: offline
quote:

ORIGINAL: Grouchy

For the European Union what will have a impact on the costs is that as of 1 January 2021 the rules for purchasing items online from the UK are the same ones that apply when you order goods from anywhere outside the European Union, such as from the United States or China. This means that:

- you must pay VAT in on products that cost more than €xx (in my country that amount is €22).
- you must also pay import duties if products cost more than €xxx (in my country that amount is €150).

You will be charged these costs by the delivery company.

The delivery company will also need to declare the goods to customs and pay customs clearance costs. These costs will be passed on to you.

Don't be surprised that this will add another €30-€40.


I thought their warehouse was located in Germany. In that case shouldn't have any impact from Brexit.
Maybe somebody could confirm?

(in reply to Grouchy)
Post #: 18
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 9:36:33 PM   
Bamilus


Posts: 973
Joined: 4/30/2010
From: The Old Northwest
Status: offline
quote:

ORIGINAL: Maesphil74


quote:

ORIGINAL: Grouchy

For the European Union what will have a impact on the costs is that as of 1 January 2021 the rules for purchasing items online from the UK are the same ones that apply when you order goods from anywhere outside the European Union, such as from the United States or China. This means that:

- you must pay VAT in on products that cost more than €xx (in my country that amount is €22).
- you must also pay import duties if products cost more than €xxx (in my country that amount is €150).

You will be charged these costs by the delivery company.

The delivery company will also need to declare the goods to customs and pay customs clearance costs. These costs will be passed on to you.

Don't be surprised that this will add another €30-€40.


I thought their warehouse was located in Germany. In that case shouldn't have any impact from Brexit.
Maybe somebody could confirm?



This whole thread is about the fact that their warehouse is in UK.....(presumably because of Slitherine)

< Message edited by Bamilus -- 3/3/2021 9:37:23 PM >

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Post #: 19
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 9:59:58 PM   
Maesphil74

 

Posts: 93
Joined: 4/10/2009
Status: offline
quote:


[Reply to Message] All Forums >> [Coming Soon] >> Gary Grigsby's War in the East 2 >> Misgivings/Questions about shipping for WitE 2 boxed editions - Please Address Page: [1]

I understand that. But it was my impression they shipped all US orders from the UK. And then the other warehouse shipped to the EU.
That's not the case then?

this info:
https://www.matrixgames.com/news/european-warehouse-cheaper-shipping10-05-17
is no longer correct then?

(in reply to Bamilus)
Post #: 20
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/3/2021 10:47:47 PM   
VPaulus

 

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline
quote:

ORIGINAL: Maesphil74
I understand that. But it was my impression they shipped all US orders from the UK. And then the other warehouse shipped to the EU.
That's not the case then?


That Warehouse belonged to CustomCD which was our partner for the boxed editions.
That only last for some months as it was not profitable for CustomCD and they had to close it.
Meanwhile CustomCD was sold and we had to arrange a solution for the boxed editions.
So we started to produce ourselves the boxed editions.
Since two years ago, all boxed editions are now produced and shipped from UK.

https://www.matrixgames.com/forums/tm.asp?m=4568621

< Message edited by VPaulus -- 3/3/2021 11:05:29 PM >

(in reply to Maesphil74)
Post #: 21
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/10/2021 5:18:11 PM   
gekkoguy35

 

Posts: 100
Joined: 2/29/2008
From: Nashville, TN
Status: offline 		Will the potential order upgrades/reprints later this year feature manual changes or corrections from subsequent game updates? I guess I'm just trying to determine if I should get it now, or wait until some updates have come through that might affect what's in the manual. Thanks for any info y'all may have! The shipping question and answer was quite helpful.

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Post #: 22
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/10/2021 5:45:16 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		No plans for that at present, but we will be maintaining a "living manual" in digital form over time. I'm not expecting major changes that would affect the manual's validity anytime soon.

_____________________________

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 gekkoguy35)
Post #: 23
RE: Misgivings/Questions about shipping for WitE 2 boxe... - 3/10/2021 6:38:03 PM   
gekkoguy35

 

Posts: 100
Joined: 2/29/2008
From: Nashville, TN
Status: offline 		Thanks Erik, much appreciated.

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(in reply to Erik Rutins)
Post #: 24
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