Ticket#2022071110000693

[Godisard]

Hi,

Three days ago I e-mailed support@slitherine.co.uk about not receiving my physical order for Gary Grigsby's War in the East 2 (the dutch postal service seems to have lost it). I got an automated reply with a ticket number but since then ... nothing. When I checked my account at the Matrix site I saw that to my surprise the ticket was closed. I would appreciate an answer to my question so I have opened another helpdesk ticket with the same question (ticket #2022071410000642). I hope that this time I get an answer because silently closing tickets is not very customer friendly.

Rgds,
Danny N.

[pipfromslitherine]

It looks like there is an issue with the system closing tickets without being told to. I will ask the server team to investigate. Sorry for the inconvenience.

Cheers

Pip

[Godisard]

The second ticket I opened is not closed but also not answered yet. How much effort does it take to write a short reply to my request saying that you''ll look into it? So far dealing with Slitherine support is like talking to a brick wall. Very frustrating.

This week Matrix has a Gary Grigsby week to celebrate his 40 years of making war games. I was tempted to buy War in the West and its DLC but with the lack of support I'm getting from Slitherine I'm not going to spend +/- 80 euros on it (incl. upgrade to physical).

[Godisard]

The second ticket is now closed as well without any form of contact with me whatsoever.

The physical copy of War in the East 2 was shipped to me on May 31. The shipping notification said " If you have not received your order within 21 working days please get in touch."

It's more than 21 working days ago, so I've tried to get in touch, but e-mailing support is apparently a waste of time.
So please tell me:

WHAT DO I NEED TO DO TO GET SUPPORT FROM SLITHERINE?

[Godisard]

Third e-mail sent to support@slitherine.co.uk and a third ticket received: #2022071810000411

I've been a Matrix customer for nearly 20 years and never had any issues with their support. This is the first time I have to contact Slitherine and its support seems very good at closing tickets but not actually helping this customer. Shame.

[Godisard]

I finally got an answer from Slitherine support which hopefully resolves my issue.