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My order is not there to download

 
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My order is not there to download - 12/5/2006 4:39:11 AM   
ColinF

 

Posts: 26
Joined: 10/27/2004
Status: offline 		Just to recapitulate. On 30 November 2006 I bought Forge of Freedom, received the confirmatory email and started to dl. This was interupted due to a thunderstorm.....I had to switch off my computer.

Now my order is not on the site to dl. I have tried the order number...1617076776 plus password and the email address plus last 5 digits of my credit card. The first method does nothing...."your order cannot be found", the second shows my last purchase WPO last year.

I have emailed support plus Mr Erik Rutin and have had no reply or acknowledgent. I have posted my problem on the "downloads problems" thread here without any response from matrix staff.

What exactly am I supposed to do next?

I am not happy
Post #: 1
RE: My order is not there to download - 12/5/2006 9:29:35 AM   
ColinF

 

Posts: 26
Joined: 10/27/2004
Status: offline 		BUMP

(in reply to ColinF)
Post #: 2
RE: My order is not there to download - 12/5/2006 1:40:09 PM   
ColinF

 

Posts: 26
Joined: 10/27/2004
Status: offline 		BUMP..UNTIL SOMEONE ANSWERS MY PROBLEM...I PAID FOR THIS GAME PLEASE SUPPLY IT.

(in reply to ColinF)
Post #: 3
RE: My order is not there to download - 12/5/2006 2:30:33 PM   
Erik Rutins

 

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

E-mailing me unfortunately wouldn't have helped before now as we lost power, phone and internet here on Friday night during an incredible storm and just got it back. I don't see your e-mail in those that I just downloaded, could you please re-send and be sure to copy support@matrixgames.com as well, which is always monitored by someone? Thanks, we'll get this all sorted out for your today.

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 ColinF)
Post #: 4
RE: My order is not there to download - 12/5/2006 10:59:37 PM   
ColinF

 

Posts: 26
Joined: 10/27/2004
Status: offline 		Thank you Erik, I was starting to feel neglected. I have emailed you again through this site and also emailed support.

Look forward to being able to receive the game.

Regards

Colin

(in reply to Erik Rutins)
Post #: 5
RE: My order is not there to download - 12/5/2006 11:22:23 PM   
Adam Parker


Posts: 1848
Joined: 4/2/2002
From: Melbourne Australia
Status: offline
quote:

ORIGINAL: Erik Rutins
...we lost power, phone and internet here on Friday night during an incredible storm and just got it back.


Goodness me, that would have been very hard. Hope you are all ok.

So you both had storm related issues!

I knew this would work out for you Colin.

Cheers mate,
Adam.

(in reply to Erik Rutins)
Post #: 6
RE: My order is not there to download - 12/6/2006 12:23:49 AM   
ColinF

 

Posts: 26
Joined: 10/27/2004
Status: offline 		Our storm here in New South Wales Australia was a doozy on Friday. We had hail the size of golf-balls and lightning resembling an artillery barrage. The night was banished for an hour. And this in our Summer.


(in reply to Adam Parker)
Post #: 7
RE: My order is not there to download - 12/6/2006 5:19:30 AM   
Erik Rutins

 

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

quote:

ORIGINAL: ColinF
Thank you Erik, I was starting to feel neglected. I have emailed you again through this site and also emailed support.

Look forward to being able to receive the game.

Regards

Colin


I still haven't received your e-mail, unfortunately. Could you re-send it as a forum PM please, if you haven't heard back from support yet?

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 ColinF)
Post #: 8
RE: My order is not there to download - 12/6/2006 6:38:01 AM   
ColinF

 

Posts: 26
Joined: 10/27/2004
Status: offline 		Erik, I sent it through the normal email system. I sent the email to support via normal email.

Strange you didn't get it as I copied it to myself with no problem.

Haven't heard from them yet.

Will now send again thru this forum email.

Colin


< Message edited by ColinF -- 12/6/2006 6:50:20 AM >

(in reply to Erik Rutins)
Post #: 9
RE: My order is not there to download - 12/7/2006 4:02:48 AM   
ColinF

 

Posts: 26
Joined: 10/27/2004
Status: offline 		Many thanks, my order is now available and I am downloading it even as I type this.



(in reply to ColinF)
Post #: 10
RE: My order is not there to download - 12/7/2006 5:08:00 AM   
jchastain


Posts: 2164
Joined: 8/8/2003
From: Marietta, GA
Status: offline
quote:

ORIGINAL: ColinF

Many thanks, my order is now available and I am downloading it even as I type this.





Awesome! Just to throw my own two cents worth in, it is great to see that some people can experience a bit of adversity and still keep their head about them and work through it without throwing a tantrum. In a similar situation, I hope I would be as reasonable. Thanks for setting a great example for all of us and here's to hoping you enjoy the game.

(in reply to ColinF)
Post #: 11
RE: My order is not there to download - 12/7/2006 5:18:39 AM   
Temple

 

Posts: 529
Joined: 7/31/2002
Status: offline 		Matrix was very responsive a few months ago when I ordered TOAW3 & COTA & H3ANW (they came out on practically the same day) and one of the serial numbers wouldn't work. They got it all straighten out in a couple of hours. I have no qualms about ordering from Matrix. 

(in reply to jchastain)
Post #: 12
RE: My order is not there to download - 12/7/2006 5:43:49 AM   
jchastain


Posts: 2164
Joined: 8/8/2003
From: Marietta, GA
Status: offline
quote:

ORIGINAL: Temple

Matrix was very responsive a few months ago when I ordered TOAW3 & COTA & H3ANW (they came out on practically the same day) and one of the serial numbers wouldn't work. They got it all straighten out in a couple of hours. I have no qualms about ordering from Matrix. 


Agreed. Matrix has some of the best support I have seen from a game company. Problems happen with even the best companies though, and it is still great to see people who handle it in a mature manner.

(in reply to Temple)
Post #: 13
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