298 replies to this topic

[Prototelis]

The news should update in a few hours. At a minimum we should atleast know the loadouts on the two heroes.

[Dee Eight]

Nope. A few locked complaints threads though. They had time to get that accomplished.

[FupDup]

Matt Newman, on 01 December 2018 - 09:42 PM, said:

Hello all,

Imperius has informed me of this thread.
I haven't read the thread but I did make the tweet.

As to Why I put "If you don't buy it now you will wish you did after Mech_Con... Shhh, I can't tell you why."
I was referring to the Holiday Bonus give away that will give you a Free Warhammer IIC Hero Mech in Feb.

Will jump back in tomorrow morning to read the thread and do a proper response.

This "tomorrow morning" update is now two mornings late. Matthew hasn't even been online in this account since he made this post.

EDIT: He's responded below.

Edited by FupDup, 03 December 2018 - 03:17 PM.

[Bulletsponge0]

FupDup, on 03 December 2018 - 02:51 PM, said:

This "tomorrow morning" update is now two mornings late. Matthew hasn't even been online in this account since he made this post.

You don't sound surprised at all, nor should you be

[Matt Newman]

Monday 3:05 PM PDT

Finally got home after Mech Con. I didn`t work today since I was at Mech Con Saturday 5 AM to 10 PM then Sunday 9 Am to 10 PM. I had a bunch of personal stuff to take care of this morning I would have normally done on the weekend. I am about to start reading the thread here so stay tuned for a response.

BRB.

[UnofficialOperator]

Nice

[FupDup]

Right on cue.

Edited by FupDup, 03 December 2018 - 03:36 PM.

[Scout Derek]

FupDup, on 03 December 2018 - 03:16 PM, said:

Right on queue.

Gets reading glasses

[Matt Newman]

First of all, YIKES! I really stepped in it, didn`t I?

3 points I want to make before I start groveling.

• Russ didn't make the Tweet. I did.
  
• I was trying to remind people about the early adopter rewards ending.
  
• I was trying to hint at the Holiday bonus Giveaway.
  
• you will get bonus redeems in the Stocking Stuffer event

EPIC FAIL

I totally see what I have done now. The implication is pretty clear that purchasing the Mech Pack would get you something exclusive and it didn't. It caused excitement and speculation (and a definite FOMO) in the worst possible way. I am really and truly sorry for the frustration this has caused. A bad move on my part and while it wasn't my intention, it was definitely the reality. I own it 100% and won't make the same mistake again.

OK, so how do we move past this?

Option 1 Refunds

• You CAN get a refund on your Warhammer anytime from now up to delivery no questions asked. That is our policy for mech preorders and I think it a good one (I also happen to manage the Customer Service department)
  
• We usually do not to do Refunds after delivery (unmodified) as it is a messy process but it is possible.
  
• We Generally don't refund after a mech has been used or modified as the content is considered consumed. There have been exceptions to this is extreme situations.

Other Compensation.

• In some cases, we come up with a method of compensation in the hopes of making it worth it for you to keep the product. (open to Ideas here saw some good ones in the thread already and have a couple of my own)

Here is the kicker, I have not discussed this blunder with Russ yet but will when I am back in the office.
So I hope you accept my apology for ******* up this hard on a twitter post and I hope we can move forward and turn this into a positive for you guys.

I know I won't be able to make all of you happy but I am going to try.

Matt Newman.

[Nightbird]

No problem Matt, most of us old timers knew that it would be a free hero like last year.

That been said, if you want to apologize by advancing the timeline... I think people will be very happy

Edited by Nightbird, 03 December 2018 - 04:03 PM.

[FupDup]

Matt Newman, on 03 December 2018 - 03:56 PM, said:

Other Compensation.

• In some cases, we come up with a method of compensation in the hopes of making it worth it for you to keep the product. (open to Ideas here saw some good ones in the thread already and have a couple of my own)

For the "other compensation" I think it's pretty clear that the player-speculated Hyper Assault Gauss variants are out of the question. What were some of your own ideas for other things more doable and what is the "value limit" we're operating under?

Oh, and also, the Holiday Bonus expanded details were originally scheduled to be posted today. Did that get pushed back for the similar reasons as your update to this thread? We can wait, we just want to know what's going on.

Edited by FupDup, 03 December 2018 - 04:05 PM.

[Jay Leon Hart]

Matt Newman, on 03 December 2018 - 03:56 PM, said:

Matt Newman.

This? This is communication

Not refunding *just* yet, will see how this plays out.

[UnofficialOperator]

Matt Newman, on 03 December 2018 - 03:56 PM, said:

Spoiler

First of all, YIKES! I really stepped in it, didn`t I?</p><p><br></p><p>3 points I want to make before I start groveling.</p><ol class="bbcol decimal"><li>Russ didn't make the Tweet. I did.</li><li>I was trying to remind people about the early adopter rewards ending.</li><li>I was trying to hint at the Holiday bonus Giveaway.</li><li>you will get bonus redeems in the Stocking Stuffer event</li></ol>EPIC FAIL<p><br></p><p><br></p><p>I totally see what I have done now. The implication is pretty clear that purchasing the Mech Pack would get you something exclusive and it didn't. It caused excitement and speculation (and a definite FOMO) in the worst possible way. I am really and truly sorry for the frustration this has caused. A bad move on my part and while it wasn't my intention, it was definitely the reality. I own it 100% and won't make the same mistake again.</p><p><br></p><p>OK, so how do we move past this?</p><p><br></p><p>Option 1 Refunds</p><ol class="bbcol decimal"><li>You CAN get a refund on your Warhammer anytime from now up to delivery no questions asked. That is our policy for mech preorders and I think it a good one (I also happen to manage the Customer Service department)</li><li>We usually do not to do Refunds after delivery (unmodified) as it is a messy process but it is possible.</li><li>We Generally don't refund after a mech has been used or modified as the content is considered consumed. There have been exceptions to this is extreme situations.</li></ol>Other Compensation.<ol class="bbcol decimal"><li>In some cases, we come up with a method of compensation in the hopes of making it worth it for you to keep the product. (open to Ideas here saw some good ones in the thread already and have a couple of my own)</li></ol>Here is the kicker, I have not discussed this blunder with Russ yet but will when I am back in the office.<p><br></p><p>So I hope you accept my apology for ******* up this hard on a twitter post and I hope we can move forward and turn this into a positive for you guys.</p><p><br></p><p>I know I won't be able to make all of you happy but I am going to try.</p><p><br></p><p>Matt Newman.

Yeah no worries.

[Pariah Devalis]

Matt Newman, on 03 December 2018 - 03:56 PM, said:

First of all, YIKES! I really stepped in it, didn`t I?

3 points I want to make before I start groveling.

• Russ didn't make the Tweet. I did.
  
• I was trying to remind people about the early adopter rewards ending.
  
• I was trying to hint at the Holiday bonus Giveaway.
  
• you will get bonus redeems in the Stocking Stuffer event

EPIC FAIL


I totally see what I have done now. The implication is pretty clear that purchasing the Mech Pack would get you something exclusive and it didn't. It caused excitement and speculation (and a definite FOMO) in the worst possible way. I am really and truly sorry for the frustration this has caused. A bad move on my part and while it wasn't my intention, it was definitely the reality. I own it 100% and won't make the same mistake again.

OK, so how do we move past this?

Option 1 Refunds

• You CAN get a refund on your Warhammer anytime from now up to delivery no questions asked. That is our policy for mech preorders and I think it a good one (I also happen to manage the Customer Service department)
  
• We usually do not to do Refunds after delivery (unmodified) as it is a messy process but it is possible.
  
• We Generally don't refund after a mech has been used or modified as the content is considered consumed. There have been exceptions to this is extreme situations.

Other Compensation.

• In some cases, we come up with a method of compensation in the hopes of making it worth it for you to keep the product. (open to Ideas here saw some good ones in the thread already and have a couple of my own)

Here is the kicker, I have not discussed this blunder with Russ yet but will when I am back in the office.

So I hope you accept my apology for ******* up this hard on a twitter post and I hope we can move forward and turn this into a positive for you guys.

I know I won't be able to make all of you happy but I am going to try.

Matt Newman.

Appreciate the response!

[HammerMaster]

Class act.
Real answers.
Paul and co would do well to heed this guy's modus operandi.
Again. I think a standard mech addon on along the lines of the MAD-IIC-8 would be perfectly acceptable.
It's not over the top and not a weak compensation. (Preferable a ballistic slot people were asking for. HAG is game breaking).

Edited by HammerMaster, 03 December 2018 - 04:28 PM.

[Mikayshen]

No worries Matt, I ordered it before the twitter fiasco. I plan to keep my pre-order.
Compensation? How about more turkey warhorns? That warhorn replaced the Piranha as my favorite.

[Pariah Devalis]

A WHM-IIC-5 with the HAG replaced with UAC10 named WHM-IIC-A would be a nice addition.

Eventual access to a closed beta of MW5 would be a nice option.

I'm sure there are other good ideas out there, too.

[Shanrak]

Imo a (F) for FAIL variant of the standard whm-iic chassis with a joke quirk, a clown paint job, and 30% cbill bonus would be funny.

Either way good for you for owning up to a simple mistake.

Edited by Shanrak, 03 December 2018 - 04:41 PM.

[FupDup]

Shanrak, on 03 December 2018 - 04:41 PM, said:

Imo a (F) for FAIL variant of the standard whm-iic chassis with a joke quirk, a clown paint job, and 30% cbill bonus would be funny.

Either way good for you for owning up to a simple mistake.

-80% missile cooldown, but no missile hardpoints.

[FireStoat]

Jay Leon Hart, on 03 December 2018 - 04:05 PM, said:

This? This is communication

Not refunding *just* yet, will see how this plays out.

I didn't even buy the dumb thing and I am amazed and appreciative of the response given. Matt put on his waders and full fireman's gear and dove in head first.