Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (Full Version)

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desertstorm -> Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/22/2007 2:05:30 PM)

10 Days after the US orders are shipped the status for the european customer ist still backordered. The last statement from Matrix is over one week old.
From the Emails i send to the support, i get no response.
I ordered my copy over the european shop from matrix, payed with PayPal (you must pay the money forward) with Tax and so on, about 80 Euro.



Erik Rutins -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/22/2007 3:26:43 PM)

I posted a statement late last week and have been keeping the status updated. We were hoping they would start shipping by Friday. At this point, it's day to day and unfortunately out of our control except to monitor and urge DR to greater speed. As with the US store, once they get over this first time printed manual hurdle, it should go smoothly for future releases.

Regards,

- Erik



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/22/2007 4:29:56 PM)

Thank you Erik for the information[:)]



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/24/2007 4:05:57 PM)

It is still backordered[:(]



Erik Rutins -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/24/2007 4:16:34 PM)

I'll check again, it's day to day but I was hoping they'd ship by now. The latest possible ship date I would expect would be this Friday.

I've been checking on various order #s as people e-mail them to me and making sure those orders are working their way through the process. If you want me to check yours specifically, just e-mail it to me at erikr@matrixgames.com and I'll bring it up with DR to make sure nothing is amiss.



Kung Karl -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/24/2007 4:30:05 PM)

Can we europeans who bought the digital download add an order now and get the manual and a box?



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/24/2007 6:22:56 PM)

Ok Erik, i have send you my order Number



animaluk -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/24/2007 8:38:49 PM)

I want a manual please



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/26/2007 3:23:08 PM)

.



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/26/2007 3:30:25 PM)


Hi Eric,
today is the latest possible shipping date that you have expectet. I`ll checked today but is still on "BACKORDERED" !
From this point it is only funny, what is the Problem with DR, more then 14 Days after the US orderes shipped ?



Erik Rutins -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/26/2007 4:26:13 PM)

I'm still told your order and other EU back-orders will ship out today, so please check again at the end of the day and we'll hope for the best. I'm told there will be enough stock there today to meet all back-orders, barring some kind of additional delay in the shipping & handling process. The delay has been due to the time to implement the printed manual process at the EU site. We don't ship these from the US, there is a separate printing and packaging facility and warehouse in the UK and getting the process in place and sufficient stock in that warehouse has been the delay. Implementing the same process on the US side took months and was delayed by three weeks from the point we originally thought it would ship.

This is an extreme delay, I agree, but it's unfortunately the best that can be done with this new process roll-out. We were not on board with this type of delay in our planning and we're very frustrated by it, but we ended up with no way around it. On the good news side, as I've been saying:

- Future releases with printed manuals should not suffer from any delays
- All our other physical products without manuals remain quickly available and in stock

This is the only time that I can recall for these kinds of delays and I only hope customers will recall that with every other title, we ship in a day or two (and will again in the future).

Regards,

- Erik



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/27/2007 12:11:18 AM)


Hi Erik, i checked it, it is the same status. I now you do your best!!!!!



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/28/2007 6:08:06 PM)

Got a message fom DR, they told me they have made a correction to my adress. My adress indicatet that i want my order to ship to alaska!!!! and this can be the reason for the delay.
They told that it is now correctet.
Whats that ? In the Orderstatus Menu from Matrix, always show my right adress



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/29/2007 10:12:57 PM)

Hallo Erik,

this is my last post in this thread. I have lost the fun and the interesst. I don`t now are the EU copies are shipped, in my case not. Week to Week there is a changing ship date. How long does it take to print manuals ? When i compare this thread, i think:" Matrix told this and DR do that". Sorry i now it is only a game, but more then 3 weeks after my order and money payed, i have no more compliance.



animaluk -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/29/2007 10:36:44 PM)

When can we who bought the downloaded game on release here in the uk buy the bloody manuel. we are not getting any feed back. the european and uk shop as not changed. i have been checking these forums day after day no update



Erik Rutins -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/30/2007 2:21:22 AM)

Apologies for my lack of replies over the weekend. My last post on this was Friday, it's now Monday. I unfortunately can't get info from DR over the weekend. I gave them hell this morning, they are scurrying around there trying to get an answer as to why the "will definitely ship by Friday" date fell through. We're as upset as you are. I don't know why it's taking this long now, it shouldn't. As far as I know, their EU warehouse had everything it needed to ship these out by last Friday. I hope to have an answer, finally, tomorrow and to start hearing about you all receiving shipped notices.

Regards,

- Erik



animaluk -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/30/2007 10:51:03 AM)

How do i go about ordering my manuel the date is now 30 jan i bought my download before the 20/12/06 i live in the uk. I bought the game on the 30th of nov



FlyingElvis -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/30/2007 5:42:27 PM)


quote:

ORIGINAL: animaluk

How do i go about ordering my manuel the date is now 30 jan i bought my download before the 20/12/06 i live in the uk. I bought the game on the 30th of nov

There is a sticky thread on the FoF forum.

http://www.matrixgames.com/forums/tm.asp?m=1332734



animaluk -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/30/2007 8:16:59 PM)

If i follow procedure from above will it be valid as i live in the uk and bought the download from the uk shop. Or do i have to wait until we are able to buy from the uk and european site.



animaluk -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/30/2007 8:18:52 PM)

quote:


There is a sticky thread on the FoF forum.

http://www.matrixgames.com/forums/tm.asp?m=1332734



Oliver Heindorf -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/30/2007 11:39:38 PM)

muahaha, more DR jokes

got a reminer mail. that my Credit card will be charged soon with the amount of 118$ - like I ordered - OK

fact is : I got billed by some 68 $ - from DR 10 days ago - nothing more nothing less.

I ordered FoF from the US store ( wanted the physical shipment), and UPS service for the physical shipment . It seems that DR is as stoopiud as they have always been in the past.

they have nothing learned from the various witp mess they had created 2,5 yeras ago.

sorry matrix, your games are marvelous but your store sucks like nothing else in the world when it comes to physical shipment.

I think you guys really should re-consider your business with DR as even monkeys 30000 years ago learned quicker to handle fire than DR is able to get their stuff right [8|]

I really would buy another game when it gets released (hopefully soon !) but this freaks at DR are real moron and I dont want to pay them for their unserious handlings.

a shining example to destroy making money and a how to NOT to do business in e-commerce imho.



Erik Rutins -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/30/2007 11:43:41 PM)

Oliver,

I agree this particular process has been frustrating in the extreme. Ironically, you mention this and WITP as your two data points. WITP was the first big release with game on demand of any kind and the first major digital download release (there were two prior, but not as big). The main achilles heel of DR seems to be change. We've gone for months and months with no systematic problems, quick shipping and handling and a process that worked fine. As soon as something needs to be changed (and believe me, introducing Print-on-Demand manuals was a MAJOR change that we'd been working on for months) that's when the <bleep> hits the fan.

We are doing all we can to work through this expeditiously. There were process issues, holiday issues, communication issues, shipping and custom issues, etc. - pretty much everywhere Murphy could show up, he was there. However, I do believe that as we did with WITP, we've worked through these and the next release will be fairly smooth and each one after that smoother.

Regards,

- Erik



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/31/2007 1:13:44 PM)

Have you any news, when the orders will ship?



Marc von Martial -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/31/2007 4:58:56 PM)

quote:

Ironically, you mention this and WITP as your two data points. WITP was the first big release with game on demand of any kind and the first major digital download release (there were two prior, but not as big)   ...   We've gone for months and months with no systematic problems, quick shipping and handling and a process that worked fine. As soon as something needs to be changed (and believe me, introducing Print-on-Demand manuals was a MAJOR change that we'd been working on for months) that's when the <bleep> hits the fan.


That's exactly the point.

We have had no big issues (despite the regular customer support suttf that need to be handled) inbetween these two releases.



animaluk -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/31/2007 7:51:30 PM)

Still no answer to my question
quote:

If i follow procedure from above will it be valid as i live in the uk and bought the download from the uk shop. Or do i have to wait until we are able to buy from the uk and european site. on



Marc von Martial -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/31/2007 9:13:47 PM)


quote:

ORIGINAL: animaluk

Still no answer to my question
quote:

If i follow procedure from above will it be valid as i live in the uk and bought the download from the uk shop. Or do i have to wait until we are able to buy from the uk and european site. on


No you will have to do this from the UK shop once available.



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/31/2007 10:49:32 PM)

Thank you for your replay, but this is not the answer to my question. Everyone now about the Problems for the delay, but now it is time to look forward. I now Matrix do they best for the customer. Erik told here in this thread there is enough stock in EU/Store to meet all the backorders since last friday, but it is still on backorderd. In this case a customer like to now what is the probem for the new delay an more important, is there a new ship date from DR?



Erik Rutins -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/31/2007 11:37:13 PM)

The details are really too painful to go into, so let me just communicate the end result, according to the latest corrective action on our part to get this resolved.

For those who ordered Physical Only from any store other than the US or Canada store (those should already have shipped out), their orders should ship out by this Friday (hopefully tomorrow).

For those who ordered Digital + Physical and thus already have the game but not the boxed copy, their copies should ship out next week.

I'm sorry I don't have better news, but this is the latest and best news I have. Because so many aspects of this are out of my control, I cannot guarantee these estimates. I am simply stunned at how many problems have plagued the logistics of this print on demand/game on demand introduction, despite our preparations and diligence. Everything that was out of our control pretty much developed one problem or another, each in sequence so that additional delays would be incurred. What I can tell you is that we are on top of this _every day_, multiple times a day, trying to push this stone over the top of the hill. I can also continue to say that as we resolve these issues, we are really resolving them so that they won't happen with the next or future releases.

Regards,

- Erik



desertstorm -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (1/31/2007 11:47:18 PM)

Thank you Erik, this news are better then no news.



christof139 -> RE: Forge of Freedom Boxed Copies Are Still Not Available In The European Shops from Matrix! (2/1/2007 9:24:47 PM)

Hello Erik,

I can now send you my order number and game serial number because the USPS has, according to their standard operating procedure, shipped back to Digital River my undeliverable CD version game package due to the game package having an incomplete address on it. Paypal should have given the correct address to DR, and if not, DR should have checked with me before shipping to an incomplete address.

I will have to send you at least 2 PM's to cover the correspondence with Matrix Customer Support and the Paypal receipt etc.

This is too much for me. I sell and but on Ebay etc. over tne web, and never have had such a mix-up. I always contact a customer if I see there may be something amiss in the address or what ever.

Sincerely, Chris Silva



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