After several customer support requests, our investigation with Digital River revealed a new problem that developed in January with the physical CD duplication system in our UK warehouse. This warehouse fulfills orders for customers everywhere outside North America. We estimate that this problem resulted in over 100 orders being fulfilled with defective CDs. We have tracked down when the problem started and the system is currently being repaired (or replaced, if it cannot be repaired). In the meantime, our physical CD duplication system in the US is handling all orders so there should be no significant delay for ongoing business. We sincerely apologize for the inconvenience to customers that have received defective CDs as a result of this problem.
We will be re-burning and re-shipping physical copies for all affected customers. The process of re-burning and re-shipping all affected orders is already underway using our US warehouse, but it may take up to a week to complete. If you have any questions regarding a specific order, please contact us via our Help Desk at www.matrixgames.com/helpdesk. Again, we apologize for the inconvenience and we would like to thank those customers who brought this to our attention.