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HELP LACK OF SUPPORT

 
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HELP LACK OF SUPPORT - 9/8/2007 2:03:56 AM   
HPM1958

 

Posts: 1
Joined: 9/8/2007
Status: offline 		After having read so many good things about MATRIX I purchased AMERICAN CIVIL WAR. I LOADED IT and got to the screen that said please insert your serial number from validation documentation.

Other than the manual there was no OTHER documentation provided. I spent the last 45 minutes trying to even find a mention of this in "how to load" or anywhere in the manual. NOTHING. I tried entering the serial number from the CD.

Does not work.

I tried calling Matrix games customer service; their response "Call AMAZON" they sold it to you.

ANYONE GOT ANY IDEAS?

This apparently is the only forum for help- but I hold out little hope since this is run by GAMERS who I cannot imagine will be able to supply the serial number for my game...but perhaps I am wrong.

Is there something seriously wrong with a company that
a) provides little support
b) Who's customer call center basically told me to drop dead and call AMAZON??


It looks like a great game- or perhaps this is just a $ 40 lesson for me in dealing with a relatively new and underfunded company...

Any thoughts

HPM
Post #: 1
RE: HELP LACK OF SUPPORT - 9/8/2007 2:14:32 AM   
Terminus


Posts: 41459
Joined: 4/23/2005
From: Denmark
Status: offline 		Well, I only own a single Matrix game on CD, but there, the serial number was printed very clearly on the disc.

Matrix is actually one of the most supportive companies around, and this forum is most certainly not "run by gamers". I'd suggest you drop the attitude and send a PM directly to Erik Rutins.

_____________________________

We are all dreams of the Giant Space Butterfly.

(in reply to HPM1958)
Post #: 2
RE: HELP LACK OF SUPPORT - 9/8/2007 2:48:52 AM   
jchastain


Posts: 2164
Joined: 8/8/2003
From: Marietta, GA
Status: offline 		Out of curiosity, I went out to Amazon and I can't find that they sell "American Civil War - The Blue and the Gray".  I do see where they carry the 2006 History Channel branded Activision title "American Civil War" and the 2005 "American Civil War: Gettysburg" title from 2K Games.  Not to doubt you, but are you sure you bought the right product?

I was curious whether it was distributed by Matrix or whether AGEOD did their own physical distribution.  But I do not see this game on Amazon from any source.  Can you provide a link to where you bought this game from Amazon? 

(in reply to Terminus)
Post #: 3
RE: HELP LACK OF SUPPORT - 9/8/2007 5:24:45 PM   
Joram

 

Posts: 3198
Joined: 7/15/2005
Status: offline 		I didn't know Matrix even had a customer support line!

(in reply to jchastain)
Post #: 4
RE: HELP LACK OF SUPPORT - 9/8/2007 5:46:20 PM   
sterckxe


Posts: 4605
Joined: 3/30/2004
From: Flanders
Status: offline
quote:

ORIGINAL: Joram
I didn't know Matrix even had a customer support line!


Neither has the Torrent he got the software from

Greetz,

Eddy Sterckx

(in reply to Joram)
Post #: 5
RE: HELP LACK OF SUPPORT - 9/8/2007 6:15:38 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline
quote:

ORIGINAL: HPM1958
I tried calling Matrix games customer service; their response "Call AMAZON" they sold it to you.


We definitely did not tell you that. My guess is you called the online store, which is run by Digital River. Since you didn't buy it from the online store, they should have told you to talk to us but apparently they screwed up again.

Our support address is support@matrixgames.com

If you purchased this as a boxed copy via Amazon, there should be a serial number on the CD in roughly this format:

XXXX-XXXX-XXXX-XXXX

You have to enter it, complete with dashes, when asked.

Regards,

- Erik

_____________________________

Erik Rutins
CEO, Matrix Games LLC



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

Freedom is not Free.

(in reply to HPM1958)
Post #: 6
RE: HELP LACK OF SUPPORT - 9/8/2007 9:24:42 PM   
Terminus


Posts: 41459
Joined: 4/23/2005
From: Denmark
Status: offline 		DR seems to have fumbled the ball several times over the last few weeks...

_____________________________

We are all dreams of the Giant Space Butterfly.

(in reply to Erik Rutins)
Post #: 7
RE: HELP LACK OF SUPPORT - 9/8/2007 9:26:49 PM   
Terminus


Posts: 41459
Joined: 4/23/2005
From: Denmark
Status: offline
quote:

ORIGINAL: sterckxe

quote:

ORIGINAL: Joram
I didn't know Matrix even had a customer support line!


Neither has the Torrent he got the software from

Greetz,

Eddy Sterckx



It would seem odd that the Torrent doesn't include a crack...

_____________________________

We are all dreams of the Giant Space Butterfly.

(in reply to sterckxe)
Post #: 8
RE: HELP LACK OF SUPPORT - 9/8/2007 9:47:01 PM   
Hertston


Posts: 3564
Joined: 8/17/2002
From: Cornwall, UK
Status: offline 		Amazon where?  I can't see it for sale at amazon.com either.  And as far as I can see the Euro store retail version (not distributed by Matrix) hasn't even been released yet. 

Are you sure you are talking about the same game as the rest of us, HPM? 

(in reply to Terminus)
Post #: 9
RE: HELP LACK OF SUPPORT - 9/8/2007 9:51:51 PM   
Terminus


Posts: 41459
Joined: 4/23/2005
From: Denmark
Status: offline 		AGEOD has been selling it directly for quite a while... But it certainly isn't on Amazon...

_____________________________

We are all dreams of the Giant Space Butterfly.

(in reply to Hertston)
Post #: 10
RE: HELP LACK OF SUPPORT - 9/9/2007 2:11:19 AM   
Hertston


Posts: 3564
Joined: 8/17/2002
From: Cornwall, UK
Status: offline 		Ah.. light dawns, I think.

Erik, does the Matrix version use the standard Matrix installer? I bought the game DD from AGEOD, which has a different installer, a different format of serial number from the Matrix standard - and DOES mention "validation documentation".

I don't think, however he obtained it, HPM1958 has the Matrix version of the game.

(in reply to Terminus)
Post #: 11
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