War in the East 2 - Manual shipping

[Erik Rutins]

Hi again Dalogan72,

I warned you already about the personal attacks on our staff. Personal attacks are against the forum rules here, but also just against the common courtesy that most folks understand is necessary when dealing with others. Since you've decided to take the low road and persist in calling out staff members and personally attacking them, your forum account is now banned.

Paulo and Joe replied to your requests professionally. I've reviewed the communications and they did what was requested of them, whereas you became rude and abusive with them (and now attempted to justify that and double down). I'm going to walk through a few key points here for you and anyone else that may be following along:

1. Your manual is shipping out today. Had the glitch not happened, it would have shipped out a few days earlier, around the middle of last week.

2. Our customer support folks (Paulo and Joe) handle many, many requests each day. It is their responsibility to be professional with each one, but they also have to get through all of them. As a result, when you ask for an update on order status and from what they see with their tools, there is no problem with your order and they know all orders are shipping out this week, that is the response they will send. They don't have visibility beyond what their tools allow. At no point did Paulo lie to you. At no point was he rude to you. The issue that prevented him seeing the glitch with your order was not something within his control or visibility. Had you escalated this without rudeness or personal attacks, the issue would have been found just as quickly and without the hard feelings.

3. When you contacted Paulo initially, it was from the e-mail you placed the order with. When you contacted Joe, it was from a different e-mail. When Joe requested that you provide the e-mail and/or order number that you used when you placed the order so that he could help you, you became rude and abusive. This prevented him from helping you. Joe is not only not lazy, he's been putting in time helping us catch up on shipping out these orders as well as handling customer support requests.

4. It turns out three orders in total were glitched, including yours, out of the thousands received. Because of the massive backlog and our focus on getting all the pending orders out, the normal store/warehouse QA process that would have found the glitched orders earlier was postponed until the backlog had been cleared. Getting orders shipped out in a timely fashion while we were still dealing with COVID restrictions in the warehouse also made this all a unique situation. Without any other action, the glitch would have been noticed and caught by next week and your order shipped out.

5. In general, our staff have instructions to stop responding to customers who become rude and abusive. We always treat our customers with respect, but that does not require our staff to tolerate being attacked or slandered.

As a final note here, Joe and Paulo are among the hardest working folks in our company and during the past year, they've dealt with a lot of understandably stressed out customers. They do not lie, they are not lazy and they have helped many, many customers over the years. I wish they did not have to put up with this type of slander but the best I can do at this point is make sure everyone knows the facts.

Regards,

- Erik

[OberGeneral]

And another troll bites the dust.[:D]

[btd64]

There are rules. If someone breaks them, then they get what they deserve....GP

[dray67]

My shipping email was May 28th, I received my manual today June 2nd, seriously, seriously impressed with it, I saw a post from a guy who had a damaged copy via delivery so I was a little nervous, it was in a strong cardboard container similar to what you would get from Amazon but a bit thicker and tougher, also wrapped with tape marked "Fragile".

Delivered via Royal Mail this afternoon according to my wife. If anyone is interested I live in the NE of England midway between Newcastle upon Tyne and Durham, not that I have any idea where the warehouse is located but others might and it might be a indicator of when they might receive there manual.

I know some people are more than happy to use a tablet or reader and a digital manual, myself included but for titles like WitE2 and similar a nice physical manual is also just as good, and believe me this manual is a piece of work, can't give enough praise to the people that put the work in to get this manual produced and in our hands.

If there is ever plans to do this in the future or look at other older titles and maybe see if there's is enough interest to cover the cost I'd be more than interested in paying a premium for a quality printed manual, especially if the WiTE2 manual is going to be the standard we could expect.

Once again great job in getting this thing out in the wild, as an older gamer I miss having a nice manual for a more demanding title even if digital manuals are for the most part more convenient.

Great job.

[OberGeneral]

Agreed.

[Erik Rutins]

Just a confirmation for everyone here that as of this morning, all pending physical orders for WITE2 have been shipped out. We are fully caught up.

There is one exception I mentioned above which is that we found a small number (3) of orders that had a glitch when being exported from the store to the warehouse. We're working on the remainder of those now and they should be shipped out shortly.

For anyone still waiting on a shipment, if you are sure you placed a physical order in the past couple of months and haven't seen a shipment notification by tomorrow (and please check your spam folder / junk mail) then you are welcome to contact us at support@matrixgames.com and we'll double-check what's going on with it. Depending on where you are in the world, shipment times vary from 2 - 14 days (and COVID restrictions unfortunately mean that sometimes shipments are taking longer to arrive once shipped out), so at worst if you are in one of the far corners of the world (relative to our UK warehouse) you should all have your book in hand two to three weeks from today.

Regards,

- Erik

[crismac_slith]

I have an update on mine. It says the planned delivery to my house is Tuesday, June 8, 2021. So 12 days shipping time to get to Kansas City Missouri.

[crismac_slith]

When I posted my last text and 1 hour later the Manual showed up, 5 days early [X(][&o]

The box was beaten up but the manual was in excellent condition. No inner packaging like bubble wrap.

I have pictures but not sure how to upload them to this forum.

[username01]

I received mine today, and I'm well pleased with it. I would Just like to add you guys do a great job.
Thanks..[&o]

[crismac_slith]

Wow did not realize it would be that big sorry for that.

[Raikkonen]

Hi Erik,
I'm still waiting physical shipment of this game and several other items from an order on 4/29. Sent support email the other day. Have not seen a reply and have not gotten shipping notification. I can send order number tomorrow.
Thanks,
Tom

[KG_Chipaev]

Manual was shipped on June 3rd. Received today June 8 in New York City, USA.

Manual is beautiful, thanks.

[Raikkonen]

Got an email today that my order from 4/29 has been accepted for fulfilment! I suspect it's either been the "glitch" or WitE2 Manual availability, or both, that's held up shipment so far. Got the same fulfilment email back on 4/29. So no shipping info yet, but looking good since it's been reinstated for fulfilment.

[pharosstylaster]

Preordered the game and the physical manual 4th of March, indeed i hoped to be among the first 1000 buyers to get the manual-hardcover early.

But nothing now, mid of June, no message, no manual. Whats wrong?

[gw15]

How can I check if I pre-ordered...I forgot.[8D]

[OberGeneral]

I ordered my copy of the hardcover manual on Apr. 28th. On May 28th I got
a email saying that my order 241905057 had been shipped.
Today is June 22nd and I still have not received my manual.

Should be in reply to Erik Rutins.

I have opened a Trouble Ticket on Slitherine Support.

[OberGeneral]

Deleted. Replied to wrong person!

[OberGeneral]

@Erik Rutins
Are you no checking this anymore?

[Erik Rutins]

Hi OberGeneral,

I would certainly have expected it to arrive by now if it was shipped on May 28th. Have you heard back from Support yet on this? I just saw your post, unfortunately I'm unable to check every thread every day, but a PM or e-mail to me is generally read on the same day it's sent. There is also no "@" notification function in our forums.

If you can, send me a copy of your e-mail to support to erikr@matrixgames.com and I'll follow up on it.

Regards,

- Erik

[OberGeneral]

Sorry about posting this. Thanks for your reply. Slitherine Support took care of it.
I posted this as a heads up that my manual never arrived.
Here is their email:

Hi Ted,

Once we ship it I can get a tracking number.

Kind Regards,

Paulo Costa
The Slitherine Group

support@slitherine.com

25/06/2021 14:20 - tgjong@telusplanet.net wrote:
Thank you. Will it be possible to get a Tracking Number?

From: Slitherine Support <support@slitherine.co.uk>
Sent: June 25, 2021 4:32 AM
To: tgjong@telusplanet.net
Subject: Re: [Ticket#2021062310000192] Hardcover Manual Has Not Arrived.

Hi Ted,

I've asked the office to reship it.

Kind Regards,

Paulo Costa
The Slitherine Group

support@slitherine.com

24/06/2021 17:10 - tgjong@telusplanet.net wrote:
Thank you for the response.
All information is correct although the Postal Code should be after Alberta and Canada.

From: Slitherine Support <support@slitherine.co.uk>
Sent: June 24, 2021 8:41 AM
To: tgjong@telusplanet.net
Subject: Re: [Ticket#2021062310000192] Hardcover Manual Has Not Arrived.

Hi Ted,

I'm sorry to hear that your parcel didn't arrive.
Can you please if the shipping address is correct:

Ted Jong
300 Palisades Way
#306
Sherwood Park
T8H 2T9
Alberta
Canada

Telephone number: 7804644336

Kind Regards,

Paulo Costa
The Slitherine Group

support@slitherine.com

23/06/2021 14:20 - tgjong@telusplanet.net wrote:
I ordered my copy of the hardcover manual on Apr. 28th.
On May 28th I got a email saying that my order 241905057 had been shipped.
Today is June 23rd and I still have not received my manual.

Ted Jong

They have shipped it and I have a tracking number