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serial number??? - 5/18/2006 6:43:15 AM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		I purchased the download about an hour ago. I downloaded the game with no problem. When I tried to install it, I received a message to enter the serial number. I didnt see any. I called Matrix, and the man said that I may have to wait 12 hours because the order hasnt been processed yet. Does this sound right? I thought I would be playing tonight. Thanks..
Post #: 1
RE: serial number??? - 5/18/2006 7:20:35 AM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		Heres an update....I called the order phone number, and they told me that I should email support. I was told that they might have the serial number for me within 42 hours. Personally, I think this is ridiculous. Am I the only one having this problem? What am I supposed to do? Ive called 3 times, and no one can help me. I am starting to regret ever ordering the game.

(in reply to jacmar)
Post #: 2
RE: serial number??? - 5/18/2006 7:29:47 AM   
sovereignstar

 

Posts: 40
Joined: 8/20/2005
Status: offline 		Should've been a serial number on your invoice. Try this link and enter in your details. Then view the invoice.

http://www.findmyorder.com/

< Message edited by sovereignstar -- 5/18/2006 7:30:37 AM >

(in reply to jacmar)
Post #: 3
RE: serial number??? - 5/18/2006 7:35:35 AM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		...I appreciate your help Sovereignstar...I went to that site and entered my info, but there was no serial number there. I called a few times, and no one knows anything. No one can tell me what to do. You have to say to yourself, this is pretty ridiculous.

(in reply to sovereignstar)
Post #: 4
RE: serial number??? - 5/18/2006 7:47:46 AM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		After calling customer service a few times, it seems like I have two choices of action. One would be to just purchase the game again, and hope that there will be a serial number included this time. The other choice would be to sit tight, and maybe the serial number will be sent to me someday. Which would you choose? Personally, I am not going to hold my breath on either one. I am totally disgusted.

(in reply to jacmar)
Post #: 5
RE: serial number??? - 5/18/2006 7:48:44 AM   
sovereignstar

 

Posts: 40
Joined: 8/20/2005
Status: offline
quote:

ORIGINAL: jacmar

...I appreciate your help Sovereignstar...I went to that site and entered my info, but there was no serial number there. I called a few times, and no one knows anything. No one can tell me what to do. You have to say to yourself, this is pretty ridiculous.


So entering your details at that site didn't lead to another page? One with your name, address, email, etc?

(in reply to jacmar)
Post #: 6
RE: serial number??? - 5/18/2006 7:50:07 AM   
sovereignstar

 

Posts: 40
Joined: 8/20/2005
Status: offline 		Did you ever get an e-mail after ordering? I got an invoice sent to me with a serial number.

(in reply to sovereignstar)
Post #: 7
RE: serial number??? - 5/18/2006 11:28:53 AM   
Marc von Martial


Posts: 10875
Joined: 1/4/2001
From: Bonn, Germany
Status: offline 		Please email to:

support@matrixgames.com



_____________________________

Marc von Martial
instagram stream

(in reply to sovereignstar)
Post #: 8
RE: serial number??? - 5/18/2006 3:04:00 PM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		I did get a conformation email...there was no serial number included...I did write to customer support...all they wrote me back were the same things that youre telling me, which I did last night..I did recieve another page with my details of the invoice...but there was no serial number. I called the customer support number again this morning. They said they will try and issue me a new serial number and email it to me. I will keep the forum posted on this. Once again, thanks for your help.

(in reply to Marc von Martial)
Post #: 9
RE: serial number??? - 5/18/2006 5:27:36 PM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		10:30am EST....Update.....still no email with any serial number...it is now 12 hours since I purchased the download....considering they are open 24 hours, its hard to understand why it is taking so long just to reissue a serial number..I just got of the phone with a supervisor from customer service..He said that they will TRY and have a serial number emailed to me by the END of the day....I will continue to post updates in this forum...somehow i get the feeling that Shawn may come out with a new version before I get the serial number for Puresim7....

(in reply to jacmar)
Post #: 10
RE: serial number??? - 5/18/2006 5:34:02 PM   
donkuchi19


Posts: 1062
Joined: 3/14/2004
From: Cleveland, Ohio
Status: offline 		Jacmar,

I just followed the findmyorder link from above. I put in my e-mail address and last 5 of my credit card. It listed all of my Matrix orders. I clicked on View Invoice. It gave me a little chart that showed the product and price in the second row and the serial number in the third row. Check it again and see what you get. It should be there.

(in reply to jacmar)
Post #: 11
RE: serial number??? - 5/18/2006 5:44:48 PM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		I tried that last night Donkuchi...and the invoice was there, but no serial number...They confirmed that for me when I called them, as they didnt see it there either...

(in reply to donkuchi19)
Post #: 12
RE: serial number??? - 5/18/2006 5:49:52 PM   
donkuchi19


Posts: 1062
Joined: 3/14/2004
From: Cleveland, Ohio
Status: offline 		Sorry,

Matrix is usually pretty good at resolving these problems. You may want to contact Erik Rutins. They'll get it fixed for you I am sure.

(in reply to jacmar)
Post #: 13
RE: serial number??? - 5/18/2006 6:15:53 PM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		Thanks Donkuchi...I will give them the rest of the day to see if they will email me a serial number. If nothing happens today, I will contact Erik tomorrow.

(in reply to donkuchi19)
Post #: 14
RE: serial number??? - 5/18/2006 6:24:24 PM   
Erik Rutins

 

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

quote:

ORIGINAL: jacmar
10:30am EST....Update.....still no email with any serial number...it is now 12 hours since I purchased the download....considering they are open 24 hours, its hard to understand why it is taking so long just to reissue a serial number..I just got of the phone with a supervisor from customer service..He said that they will TRY and have a serial number emailed to me by the END of the day....I will continue to post updates in this forum...somehow i get the feeling that Shawn may come out with a new version before I get the serial number for Puresim7....


I'm sorry for what you've been through here. Digital River is open 24 hours but Matrix is not. Since your problem occurred just before midnight, it took until this morning for it to come to our attention. It's certainly not normal, but the best way to resolve this is to e-mail support@matrixgames.com and we'll sort it out with you and DR. We'll need to get some confidential info from you, so this is not best handled on the forum. I have to assume this is a transient store glitch of some kind, since it hasn't affected anyone else.

Did you use a fast payment method (like a credit card) or something that takes longer to clear, like a bank transfer?

Please feel free to also e-mail me at erikr@matrixgames.com. Our normal DR rep started his vacation today, I've already contacted his backup to try to get this resolved.

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 jacmar)
Post #: 15
RE: serial number??? - 5/18/2006 6:42:58 PM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		Thanks Erik...I just sent you an email... I appreciate your help in this matter....

(in reply to Erik Rutins)
Post #: 16
RE: serial number??? - 5/18/2006 11:36:37 PM   
eyetron

 

Posts: 4
Joined: 5/18/2006
Status: offline 		This has also happened to me.

I ordered both the download and physical disk.

The invoice shows seial # as: "Not serialized"

I also emailed support.

(in reply to jacmar)
Post #: 17
RE: serial number??? - 5/18/2006 11:37:54 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Thanks, it looks like a few of the new physical+digital orders are having some issues in this regard. We've been working with DR on this all day and I expect it to be resolved shortly. As part of the resolution, the handful of orders that are missing serial numbers will all receive a new confirmation e-mail and should be contacted to make sure they have received it.

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 eyetron)
Post #: 18
RE: serial number??? - 5/18/2006 11:40:18 PM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		Thanks Erik...anxiously awaiting that email...looking forward to getting started too....

(in reply to Erik Rutins)
Post #: 19
RE: serial number??? - 5/18/2006 11:45:04 PM   
eyetron

 

Posts: 4
Joined: 5/18/2006
Status: offline 		Thanks for the Ultra quick response!

(in reply to Erik Rutins)
Post #: 20
RE: serial number??? - 5/18/2006 11:50:15 PM   
dewelar2

 

Posts: 26
Joined: 5/18/2006
Status: offline 		Erik, I had the same problem when I purchased the game a couple hours ago. I've dropped you an e-mail as well. Hopefully I'll be hearing from you folks soon.

For some reason, I have yet to receive my confirmation for this board at my primary e-mail address despite registering half an hour or so ago. The e-mail with which I ordered was dewelar@ardrana.net. Thanks!

< Message edited by dewelar2 -- 5/18/2006 11:55:25 PM >

(in reply to eyetron)
Post #: 21
RE: serial number??? - 5/19/2006 12:59:00 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Ok, this problem is now 100% fixed in the store for future orders. DR is going back right now through the orders that were affected. You should all be getting a new confirmation e-mail today and I would say soon. If you do not get a new confirmation e-mail today with your serial number, please e-mail me at erikr@matrixgames.com and I'll follow up again tomorrow morning.

Sorry for the inconvenience this has caused - it was a store glitch that affected a few physical+digital orders and unfortunately there was no way for us to catch it ahead of time. Normally, you would have received a serial number right away and with any luck you'll all be able to use your downloaded installers tonight after the new e-mails arrive.

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 dewelar2)
Post #: 22
RE: serial number??? - 5/19/2006 1:36:36 AM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		Hi Erik....I just recieved the conformation email WITH a serial number...I will be trying it out after I have dinner a little later...And if it works, then I can finally start posting with some normal questions. Thanks so much Erik for handling this so efficiently...

(in reply to Erik Rutins)
Post #: 23
RE: serial number??? - 5/19/2006 1:54:14 AM   
dewelar2

 

Posts: 26
Joined: 5/18/2006
Status: offline 		Still waiting for mine...hopefully it won't be much longer. What can I say, I'm impatient. So what's the latest I can expect the e-mail, so as not to jump the gun?

(in reply to jacmar)
Post #: 24
RE: serial number??? - 5/19/2006 1:56:10 AM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		I think you can expect it...i recieved mine, but now that I have it, I cant locate the game on my computer...I cant blame anyone for that...I dont know how to find it...

(in reply to dewelar2)
Post #: 25
RE: serial number??? - 5/19/2006 1:59:43 AM   
dewelar2

 

Posts: 26
Joined: 5/18/2006
Status: offline 		Search for files whose names start with "PureSim2007" -- that should catch it.

(in reply to jacmar)
Post #: 26
RE: serial number??? - 5/19/2006 2:01:34 AM   
dewelar2

 

Posts: 26
Joined: 5/18/2006
Status: offline 		OK, I just got a confirmation e-mail, but it was empty...that can't be good .

(in reply to dewelar2)
Post #: 27
RE: serial number??? - 5/19/2006 2:06:16 AM   
jacmar

 

Posts: 164
Joined: 5/14/2006
Status: offline 		I tried that but it didnt work. There must be another name. I just have no idea what it is. I guess when you get yours you can let me know what name yours is under. Thanks and good luck...

(in reply to dewelar2)
Post #: 28
RE: serial number??? - 5/19/2006 2:30:35 AM   
dewelar2

 

Posts: 26
Joined: 5/18/2006
Status: offline 		It just gets better and better...

I just called Matrix Games back, and they gave me a serial number to use. I entered it, and I got a box that popped up saying "Invalid Serial Number". This is DEFINTELY not good.

(in reply to dewelar2)
Post #: 29
RE: serial number??? - 5/19/2006 2:32:38 AM   
donkuchi19


Posts: 1062
Joined: 3/14/2004
From: Cleveland, Ohio
Status: offline 		I always download these files to my desktop so I don't have to search for them.

One thing that you might try:

Go to a website where there is something to download. My computer always defaults to the download place where I last downloaded something. See if your puresim file is there.

(in reply to jacmar)
Post #: 30
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