jamiep1
Posts: 41
Joined: 11/7/2000 From: Bloomington, Illinois, US of A Status: offline
|
bobaloo000 - I appreciate your post. Yes, you did recive good customer service. Unfortunately, there are several of us out here who have not. By not, I mean we are still waiting for something that we paid for several months ago & have not received it yet. That is terrible customer service. David has been apologetic and I have tried to remain calm if not anxious. I love SPWAW, it is the best game out there, IMHO. I have been playing it since it's first rollout by some wonderful avid gamers. I have written Wild Bill expressing my gratitude and for him to extend those wishes to everyone involved. I feel Matrix hit a home run by picking up SPWAW & the dedicated people who have crafted it to what it is today. As mad as I am right now with Paul, believe me, I'll be ordering the next campaign!!! I will support Matrix because of what I feel they want to accomplish. I was a remote support engineer for a telecom company before I became disabled with multiple sclerosis. I worked with our techs on any problems plus assisted our customers who called our 800 number. I dealt with the customers every day, between 8 to 10 hours a day. I was usually in their switch fixing the problem remotely before they ever realized there was one. Believe me, I cannot count the times I was reamed over the phone. The key thing was that my company and I never ever blamed things on anyone but ourselves. We were the point of purchase for our customers. If there was a foul up, we shouldered the blame because we serviced our customers. Yes, I did bang my head against the walls a few million times but I never ever treated the customer wrong. I understand that Matrix is going through a shakedown period. It's not easy and that is why I remained relatively calm until now. When I saw the 6/13 & all orders shipped, I was a little stunned. I checked the store and it showed stock. Remember I pre-ordered so this was disconcerting in the least. Maybe Paul was not aiming at me but to even post like that publicly is a business no-no. Taking the hits and dealing privately one on one is the proper call. It's not just this thread either. I have seen Paul's feelings show up in other threads. When they showed here, I let loose. I was already peeved but I was (and still am) going to wait things out. Wild Bill has an intelligent calming way of trying to defuse something and is very honest about it. I gues Paul's post was the prverbial match to gasoline. No matter how the customers are dealing with it, Matrix has dropped the ball on getting their orders out to some people. I don't know how many and it doesn't really matter. What Matrix should have done is immediately overnighted a CD to the people who have not received their's yet because they have stock. Find and fix the problems with where the blame lies behind the scenes but get the immediate problem fixed now. I ordered mine back on April 2nd & still have not received it. I have received a "it has shipped" three weeks in a row with absolutely no info on tracking. I believe I'm entitled to be just a little peeved. Meanwhile, I'm still waiting. I do appreciate your post and I'm sure I'll be wonderfully happy with MCNA when I receive it. Right now, I reserve the right to be grumpy.
_____________________________
|