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Lost Serial Number - 3/26/2007 9:03:10 PM   
RB


Posts: 54
Joined: 3/26/2007
Status: offline 		Any ideas would be appreciated. I purchased this and Battles in Normany over a year ago. Since then I got a new computer as my old one died and everything on the hard drive with it. Now I am reinstalling my games as I have the CDs but I do not have a record of my serial nos. for these two games. What do I do? I never registered them and please don't tell me I have to dish out another $100 just to get serial nos.
Post #: 1
RE: Lost Serial Number - 3/27/2007 5:07:36 AM   
Erik Rutins

 

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

Your best bet is to go to www.findmyorder.com, which will allow you to retrieve your order history with serial numbers and download links.

However, it's always a good idea to register in our Members Club in case this happens again. Also, I highly recommend writing down those serial numbers, preferably on the CDs you backed up the installers to. Ultimately, it's the same as buying a game in a store, once you buy it, you need to store it safely. Fortunately there is a second chance in this case. Let me know if the link above is helpful.

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 RB)
Post #: 2
RE: Lost Serial Number - 3/27/2007 7:06:08 AM   
RB


Posts: 54
Joined: 3/26/2007
Status: offline 		Thanks for at least responding. I already went through these steps. I didn't want to post unless I had to. This is a real problem now because I am a regular customer. I have eight of your simulations. And I purchased another last night (Camapigns on the Danube) which will not work. It hangs. Is that fair to us. It would seem you shouldn't be selling this product if it no longer is working or compatible with new computers. Can I get a refund? In regards to the other two simulations, is this fair? I purchased them both and you would have my address information as they were not downloaded, they were mailed to me. You were not allowing customers to download games at that time. The address they were sent to was 537 Jones Street, #8592, San Francisco, CA 94102. Funny, I don't remember a serial number coming with them anyway. I have the disks. They have information on them but no serial numbers. Is it fair that I would have to pay another $100 just to get serial numbers when you have my purchase information in your records. I don't. That information was on my old computer and hard drive which went down. Not my fault. Now I'm trying to install them on my new computer and unfortunately I need serial numbers. Can you please assist? Thanks.

(in reply to Erik Rutins)
Post #: 3
RE: Lost Serial Number - 3/27/2007 3:01:00 PM   
Erik Rutins

 

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

quote:

ORIGINAL: RB
Thanks for at least responding. I already went through these steps. I didn't want to post unless I had to. This is a real problem now because I am a regular customer. I have eight of your simulations. And I purchased another last night


Thank you for your support!

quote:

(Camapigns on the Danube) which will not work. It hangs. Is that fair to us. It would seem you shouldn't be selling this product if it no longer is working or compatible with new computers. Can I get a refund?


Ok, first of all we would want to find out why it's not working for you. Campaigns on the Danube works on my modern systems here, so could you please post a DxDiag and describe in more detail why it isn't working? Ideally, post that in the COTD forum please.

quote:

In regards to the other two simulations, is this fair? I purchased them both and you would have my address information as they were not downloaded, they were mailed to me. You were not allowing customers to download games at that time. Funny, I don't remember a serial number coming with them anyway. I have the disks. They have information on them but no serial numbers.


Battles in Normandy and Battles in Italy were definitely available for download from the start and also had serial numbers from the start. If you ordered them from our online store, either download or just boxed copy, then there should be a record of that at www.findmyorder.com. Are you not able to remember enough of your order info to login there or are you able to login but don't see your order for these listed?

quote:

Is it fair that I would have to pay another $100 just to get serial numbers when you have my purchase information in your records. I don't. That information was on my old computer and hard drive which went down. Not my fault. Now I'm trying to install them on my new computer and unfortunately I need serial numbers. Can you please assist? Thanks.


As far as fairness, in all honesty once we sell you the product it is not our obligation to be able to provide you a new copy if you lose the one you got. We do provide that service as a benefit to our customers, but I highly recommend writing down those serial numbers in permanent ink somewhere once you retrieve them. It's always better to have a personal backup you can rely on than. In any case, we'd like to help you, but we need more information. You can e-mail us at support@matrixgames.com and erikr@matrixgames.com to provide that info. If you purchased from our online store, with enough personal info we should be able to find the order and your serial numbers.

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 RB)
Post #: 4
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