My Horrible Matrix/UV Experience (Full Version)

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rawink -> My Horrible Matrix/UV Experience (7/1/2004 9:01:04 AM)

Remember last time this happened?

All the hype and pre-order insanity of UV?

Well, I paid the initial price for UV, and I paid for the expedited, next day air. I did everything I could do and paid whatever it took to make sure if it released on a Monday I would have it tuesday morning.

well.. Matrix released it and 2 days later, still no UV. So I called matrix.. INSTANTLY I got David Heath. After a couple minutes we realized the game left Matrix and it was a FedEx issue. in the next few days I had no less than 4 chats with Mr. Heath about it.. with him calling ME to make sure I was ok. hmm, None of the big shots at EA have ever called me to see if I was happy or not.

I got the game 3 days late.. after spending the extra $25 for overnight.. and while I was a bit annoyed with FedEx for costing me that much money for nothing.. the time and devotion from Matrix during this was worth far more than $25 could ever purchase. The good will they generated with me will insure I will purchase any title they produce that suits my interest without any worry as to if it will be supported by them.

As much as I want WITP tonight.. I have complete faith that this will be done right. And even if something happens again.. I purchase the DD and something bad happens and I can't get it.. I also have the faith that Matrix will through themselves in front of a buss to make me a happy customer.

It doesnt get any better than that. They have a customer for Life in me because I am not simply a credit card number.



Platoonist -> RE: My Horrible Matrix/UV Experience (7/1/2004 10:18:13 AM)

Time to call the Better Business Bureau.....and tell them you found an actual better business. [:D]



norsemanjs -> RE: My Horrible Matrix/UV Experience (7/1/2004 10:29:54 AM)

Your experience definitely shows the caliber of people at Matrix. Although you had a problem and right to be upset. They worked with you and kept in touch even after it was found to be with the Fed Ex and not a Matrix issue. I'm impressed..there are not that many companies of ANY kind that give that sort of service to their customers.

It is difficult to wait, but posts like this give me some comfort that Matrix will get it out to us all as soon as it is ready. Definitely a quality bunch of people.



nico71 -> RE: My Horrible Matrix/UV Experience (7/1/2004 10:38:17 AM)

Does that mean that there are still some idealists in this business? [:D] Thought I saw the last one in the days of the C64! [;)]



Ron Saueracker -> RE: My Horrible Matrix/UV Experience (7/1/2004 2:09:05 PM)

When I first found this forum I bought two copies of UV and had them FedExed as well. Same story...FedEx took ages for delivery and when I made a self pitying comment on the forum lamenting my lack of UV, Matrix was right on it. Pretty nice in today's world of dehumanized lack of service and support.

Confusing title for the thread...maybe "Warm and Fuzzy Matrix/UV Experience."[:)]



rawink -> RE: My Horrible Matrix/UV Experience (7/1/2004 4:02:18 PM)

quote:

ORIGINAL: Ron Saueracker

When I first found this forum I bought two copies of UV and had them FedExed as well. Same story...FedEx took ages for delivery and when I made a self pitying comment on the forum lamenting my lack of UV, Matrix was right on it. Pretty nice in today's world of dehumanized lack of service and support.

Confusing title for the thread...maybe "Warm and Fuzzy Matrix/UV Experience."[:)]



well, consider all the n00bs attacking Matrix last night.. if I posted in a "HAPPY" sounding title, it would have been ignored.. this way all the malcontents read it :)



rawink -> RE: My Horrible Matrix/UV Experience (7/1/2004 4:05:56 PM)

from the UV forums..

http://www.matrixgames.com/forums/fb.asp?m=207083&key=



Arnir -> RE: My Horrible Matrix/UV Experience (7/1/2004 6:15:40 PM)

Just out of curiosity, shouldn't Fed Ex have refunded the money if they couldn't get it there in time? I thought that was part of their service guarantee?



incbob -> RE: My Horrible Matrix/UV Experience (7/1/2004 6:36:53 PM)

I have only purchased one other item (I am counting WiTP already) from Matrix so I can't really confirm or deny their customer service.
However, overall I find that small companies such as Matrix and 2by3 do a MUCH better job then the big boys. Look at WiTP. None of the big boys would ever have touched a project like this because they wouldn't have made enough money for thier time. WiTP is as much a labor of love with a community to support it as much as it is anything else. That is why I am willing to wait around for a DD to buy it. Because I know the love that has been put into the game will make it good.



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