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Not happy with one countersheet - 10/8/2005 9:40:06 PM   
U2


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From: Västerås,Sweden
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Hi,

I am very unhappy with one of the countersheets. Very bad cutting....

How do I get a new one?

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RE: Not happy with one countersheet - 10/9/2005 12:59:39 AM   
Erik Rutins

 

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Please e-mail us at support@matrixgames.com explaining the problem and we'll take care of it.

Regards,

- Erik

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Erik Rutins
Director of Product Development




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

Freedom is not Free.

(in reply to U2)
Post #: 2
RE: Not happy with one countersheet - 10/9/2005 8:08:21 AM   
Griffitz62


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Not sure how well that works. I sent in my request for help on this last month and haven't heard anything back since. I sent Marc a picture of the sheet and he said it had been forwarded for review on 12Sep. Still waiting...

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Post #: 3
RE: Not happy with one countersheet - 10/9/2005 9:33:56 PM   
Erik Rutins

 

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Griffitz,

I'm not happy to hear that. Please re-send your request to me at erikr@matrixgames.com and I'll make sure it reaches the right person on Monday.

Regards,

- Erik

_____________________________


Erik Rutins
Director of Product Development




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

Freedom is not Free.

(in reply to Griffitz62)
Post #: 4
RE: Not happy with one countersheet - 10/10/2005 6:11:47 AM   
Griffitz62


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I sent you an E-mail Sunday evening. Thanks.

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Post #: 5
RE: Not happy with one countersheet - 10/10/2005 8:53:03 PM   
U2


Posts: 3332
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From: Västerås,Sweden
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Email send

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Post #: 6
RE: Not happy with one countersheet - 10/15/2005 5:04:26 PM   
Dazooz2


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I want to thank Matrix Games for the quick response and replacement counter sheet, as I had the same problem with some of my counters.

Very quick and very professional and I look forward to purchasing more Lock 'n Load products in the future!

(in reply to U2)
Post #: 7
RE: Not happy with one countersheet - 10/18/2005 10:49:08 AM   
CptWaspLuca


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Hi,
I had some problems with the counters too...
I had a very mis-centered set of counters, and I asked for help to Mark. Debra Pugh sent to me another set of counters, on the package the label was "pre-production counters"... but a sheet was mis-centered and very badly cut, another time! (the one with SS).
I reported this to Mark and David, and Mark tried to help me, but after a month I have still my ruined SS.
What can I do? If Matrix logic is to send only one replacement sheet/person I would like to know this... but it would be better for Matrix to verify the replacement counters before shipping!

Thank you


_____________________________

Cpt.Wasp

Member of the NWI staff (http://www.netwargamingitalia.net/)
Proud co-founder of Balena Ludens
(http://www.balenaludens.it/)

(in reply to Dazooz2)
Post #: 8
RE: Not happy with one countersheet - 10/18/2005 4:46:16 PM   
markhwalker


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quote:

I sent Marc


You mean Marc Schwanebeck? You didn't sent me any pictures, or if you did I didn't receive them.


Cpt Wasp (Luca, correct?), yeah... that's a valid point. I'm sure Matrix will send you a new sheet. OKay, guys?

Luca is the pictured Tiger misscentered? I can't see it.

Best,

Mark

(in reply to CptWaspLuca)
Post #: 9
RE: Not happy with one countersheet - 10/18/2005 5:08:10 PM   
Marc von Martial


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quote:

ORIGINAL: CptWasp

I reported this to Mark and David, and Mark tried to help me, but after a month I have still my ruined SS.



Please forward your mail to support@matrixgames.com, I´ll have this checked.

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(in reply to CptWaspLuca)
Post #: 10
RE: Not happy with one countersheet - 10/18/2005 6:24:57 PM   
CptWaspLuca


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Ok, I will forward the thread with some explanations to the Matrix support.
(I took the Tiger Avatar from the web... not from my counters...)
As I emailed to Mark, I'm still a LnL fan, I know it's bad luck to receive a bad replacement counter sheet... but I still would have an entirly good set of counters :)


_____________________________

Cpt.Wasp

Member of the NWI staff (http://www.netwargamingitalia.net/)
Proud co-founder of Balena Ludens
(http://www.balenaludens.it/)

(in reply to Marc von Martial)
Post #: 11
RE: Not happy with one countersheet - 10/19/2005 12:46:34 PM   
U2


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From: Västerås,Sweden
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I would like to thank Marc and Matrixgames for EXCELLENT support and help with this issue

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Post #: 12
RE: Not happy with one countersheet - 10/21/2005 1:01:16 PM   
markhwalker


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Marc is all over this stuff. A harder working guys doesn't exist, and he is one heck of a graphic artist... The box cover is his work (among other things).

Best,

Mark

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Post #: 13
RE: Not happy with one countersheet - 10/21/2005 5:52:48 PM   
U2


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From: Västerås,Sweden
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quote:

ORIGINAL: markhwalker

Marc is all over this stuff. A harder working guys doesn't exist, and he is one heck of a graphic artist... The box cover is his work (among other things).

Best,

Mark


I know Mark. Matrixgames is lucky to have him.


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Post #: 14
RE: Not happy with one countersheet - 10/22/2005 5:38:50 AM   
David Heath


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We couldn't agree more.

David

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Post #: 15
RE: Not happy with one countersheet - 10/23/2005 3:23:26 AM   
Griffitz62


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I wish I could say the same. Two week ago I started the "new counter-sheet" process for the second time and after two weeks of waiting, still nothing interesting in the mail.

Oh well, I'm off for another trip for the US Navy so I guess I can shelf this game along with a bunch of others. Thanks anyway.

Ken

(in reply to David Heath)
Post #: 16
RE: Not happy with one countersheet - 10/23/2005 1:32:15 PM   
markhwalker


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Griffy,

What does "new counter sheet process" mean? Specifically, what have you done, who have you contacted, and when did you contact them? What was their response? Can you post the specific email address. You have never emailed me.

(in reply to Griffitz62)
Post #: 17
RE: Not happy with one countersheet - 10/23/2005 3:54:27 PM   
Marc von Martial


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I guess this is exactly the right time to ask for a better contract

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Post #: 18
RE: Not happy with one countersheet - 10/23/2005 7:31:43 PM   
Griffitz62


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I first contacted Marc Schwanebeck on September 9th and then sent a picture of the countersheet on the 10th and was told it would be forwarded for review.
Then, after a month of waiting, I sent the info to Eric Rutins on October 9th. It's now the 23rd and I'm still waiting.
These are the only people I have directly contacted so far. Thank you.

Ken

(in reply to Marc von Martial)
Post #: 19
RE: Not happy with one countersheet - 10/23/2005 7:55:59 PM   
David Heath


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From: Staten Island NY
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Hi Ken

Please send it to support (support@matrixgames.com) and I will handle it myself. I do no remember Erik or Marc saying that they recevied anything. Let me make this perfectly clear. Please do NOT email Marc, Erik or myself but support@matrixgames.com. Emails sent to us directly can be stuck in a spam filter or just because of the volume of email take a while to get to. If you write to supportand do not get a reply in 72 hours send another email. Also we need a digital picture of your countersheet that has the problem so you can send that as attachment.

Thank you.

David Heath
Matrix Games



< Message edited by David Heath -- 10/23/2005 7:59:36 PM >


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Post #: 20
RE: Not happy with one countersheet - 10/24/2005 2:29:51 AM   
Larac

 

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David, MArc and others

I am asking here because of no reply on the other thread, and it has wondered a bit.

Is there anyway to get the base maps without any hex over lay for LnL BoH

The hexs truly make the game unplayable for me, when I lay the maps out all I can see are these white hexs, the map might as well be blank for me.

I have to really work at seeing past it, if I could get the base maps with no overlay, I can make mine own overlay that works for me, and play the game.

The maps were mounted great and I know many do not have problems with the "Halo" hexs but for some reason, my vision, my brain I do not know it makes it very hard for me to look at them for long without eye strain then head aches.


If this is not possibile, perhaps Matrix can come up with another option for me, and the few like me that have real problems with this.

I will gladly share the over lays with Matrix and Mark W. if it will help others that have this issue.

Thank you,
Lee Sweeney
lfseeney@comcast.net

(in reply to David Heath)
Post #: 21
RE: Not happy with one countersheet - 10/24/2005 6:12:24 AM   
Adam Parker


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quote:

ORIGINAL: Larac

Is there anyway to get the base maps without any hex over lay for LnL BoH


This is obviously a personal taste thing but in terms of playability I really don't see an issue. Players need to be careful in the case of walls as their light grey color can blend in but personally I have no problems playing with the maps as is. It's a trademark of the series.

I have found a couple of maps that don't perfectly line up due to a graphic cut extending more than half-way along the hex. The river board is an example from memory. This gives slightly over-expanded hex apex at the join and a hex centre oval rather than a "dot".

As for mounting/unmounting I see LnL BoH's maps as a fair compromise between the two options. They are rigid enough to play without plexiglass - to pick up and move from table to table if one gets evicted from the gaming space mid scenario but not too thick to make placement under plexiglass not an option.

IMO because they use hollow rigid cardboard for their mounting they can tend to a very slight bending depending on humidity but nothing major. I remember unbending Avalon Hill maps too. I just love the AH sturdiness though.

(in reply to Larac)
Post #: 22
RE: Not happy with one countersheet - 10/24/2005 5:30:21 PM   
Erik Rutins

 

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quote:

ORIGINAL: David Heath
Please send it to support (support@matrixgames.com) and I will handle it myself. I do no remember Erik or Marc saying that they recevied anything. Let me make this perfectly clear. Please do NOT email Marc, Erik or myself but support@matrixgames.com. Emails sent to us directly can be stuck in a spam filter or just because of the volume of email take a while to get to. If you write to supportand do not get a reply in 72 hours send another email. Also we need a digital picture of your countersheet that has the problem so you can send that as attachment.


I have to assume this fell through the cracks in the office, as other customers have received their replacements quickly. Dave, FYI I forwarded this on to both you and Marc for replacement as soon as I received it along with a request for urgent replacement. I have to assume it did not reach you somehow. Sorry about that Griffitz - once these things get to Dave they are generally resolved so it's my bad that I assumed it got to him and was being handled rather than continuing to follow-up.

Regards,

- Erik


_____________________________


Erik Rutins
Director of Product Development




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

Freedom is not Free.

(in reply to David Heath)
Post #: 23
RE: Not happy with one countersheet - 10/24/2005 5:33:18 PM   
Erik Rutins

 

Posts: 33985
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From: Vermont, USA
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Larac,

quote:

ORIGINAL: Larac
The hexs truly make the game unplayable for me, when I lay the maps out all I can see are these white hexs, the map might as well be blank for me.


I replied to you today in the general forum as well. We've discussed possible solutions, but the first step is to gauge the demand so we'll be polling Lock 'n Load customers in the near future to see what the demand for an alternate map style is. If the demand is there to justify it, we will try to come up with a solution, most likely an alternate printed set.

Regards,

- Erik

_____________________________


Erik Rutins
Director of Product Development




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

Freedom is not Free.

(in reply to Larac)
Post #: 24
RE: Not happy with one countersheet - 10/25/2005 9:23:32 AM   
Larac

 

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quote:

ORIGINAL: Erik Rutins

Larac,

quote:

ORIGINAL: Larac
The hexs truly make the game unplayable for me, when I lay the maps out all I can see are these white hexs, the map might as well be blank for me.


I replied to you today in the general forum as well. We've discussed possible solutions, but the first step is to gauge the demand so we'll be polling Lock 'n Load customers in the near future to see what the demand for an alternate map style is. If the demand is there to justify it, we will try to come up with a solution, most likely an alternate printed set.

Regards,

- Erik



Thank you verey much,

As I said it may just be me (though others have had issues as well), it gives me a headache to try and use the maps as is.

I bought the game, inquired about map solutions, and then shelved it.

Tried again, may I say you have some supporters who are VERY loyal, and took a bit of fire.

Thank you for looking into it.

If the cost is too high, or other reasons keep it from being able to happen, I'll under stand, miss a great seeming game but understand.

If I came off a bit harsh I am sorry, just having brought it up with others before and the most common answer was, Live with it, I was getting a little upset.


thanks again,
Lee

(in reply to Erik Rutins)
Post #: 25
RE: Not happy with one countersheet - 10/26/2005 2:57:34 AM   
mbtanker

 

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Well add me to the list of folks who would like a map with more subdued hexes. I'm not sure what I'd do with a map without any hexes but I'd sure like one with a more subtle hex outline and center dot.

The map art is excellent but the hexes totally overpower everything.

(in reply to Larac)
Post #: 26
RE: Not happy with one countersheet - 11/10/2005 7:39:02 AM   
Griffitz62


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I just wanted to post that I received my new countersheet in the mail today. Thank you to the Matrix staff for working with me on this and finally getting this resolved.

Ken

(in reply to U2)
Post #: 27
RE: Not happy with one countersheet - 12/5/2005 1:27:10 AM   
korangar1972

 

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I've had the same problem. Sent an e-mail regarding one misprinted countersheet (another was marginal, but acceptable) to support@matrixgames.com on November 22, 2005. As of today, I have heard no reply. I have re-sent my request to support@matrixgames.com today. I thought I might post here as well and try to expedite the process.

P.S. Is it necessary to send along photo evidence of the misprinted countersheet?

(in reply to Griffitz62)
Post #: 28
RE: Not happy with one countersheet - 12/5/2005 12:16:45 PM   
markhwalker


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High '72,

Email me offline. I'll see what I can do.

Mark Walker

(in reply to korangar1972)
Post #: 29
RE: Not happy with one countersheet - 12/5/2005 3:32:50 PM   
Erik Rutins

 

Posts: 33985
Joined: 3/28/2000
From: Vermont, USA
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Korangar,

quote:

ORIGINAL: korangar1972
I've had the same problem. Sent an e-mail regarding one misprinted countersheet (another was marginal, but acceptable) to support@matrixgames.com on November 22, 2005. As of today, I have heard no reply. I have re-sent my request to support@matrixgames.com today. I thought I might post here as well and try to expedite the process.

P.S. Is it necessary to send along photo evidence of the misprinted countersheet?


Always a good idea to re-send if you don't hear back as things like spam filters can sometimes get in the way. We generally get to received support requests within 24 hours during weekdays. Replacing misprinted counters is not a problem, we have a procedure that support can guide you through.

Regards,

- Erik


_____________________________


Erik Rutins
Director of Product Development




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

Freedom is not Free.

(in reply to korangar1972)
Post #: 30
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