Very Disappointed with Matrix Support

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Very Disappointed with Matrix Support - 6/22/2007 5:36:00 AM

wj10

Posts: 4
Joined: 6/17/2007
Status: offline

Fact: I purchased "Commander - Europe at War" last Friday and still have not been able to download it

Fact: My e-mail to Matrix Customer Support last Saturday has gone unanswered.

Fact: My post yesterday about a �Download Problem" on the "Commander - Europe at War Support" forum has gone unanswered

I understand that mistakes happen and things get dropped between the cracks on occasion.

My earlier post can be read at http://www.matrixgames.com/forums/tm.asp?m=1491224

All I am asking for is some help in getting this resolved.

Bill Jackson

Post #: 1

RE: Very Disappointed with Matrix Support - 6/22/2007 6:33:52 AM

David Heath

Posts: 3274
Joined: 3/29/2000
From: Staten Island NY
Status: offline

Hi Bill

I went back and look over all incoming support requests and I found nothing from you. We do read and answer every email we get. Support traffic is up with the new game releases but we have been keeping up.

If you have bought the game from our online store you can go to our E-Store
at http://www.matrixgames.com/store.asp� and click on "Store FAQs", once
there check the "How do I re-download software that I have purchased?" link.
Or go to www.findmyorder.com <http://www.findmyorder.com/>� and enter your order number and the password used or your email address and the last 5
digits of the credit card used in purchasing the item(s).

* If you have troubles downloading large files then we suggest you use a
download client like "Stardownloader" available for free from
www.stardownloader.com <http://www.stardownloader.com/>�� It will let you
resume disconnected or broken downloads. You can even pause and resume them
whenever you want.

* Programs such as GoZilla! Or NetZip are not compatible with our server and
will sometimes block or stop downloads. If you are using AOL's built in
browser, we recommend using Internet Explorer or Netscape instead.

Please email support@matrixgames.com and I am sure our tech support will help.

< Message edited by David Heath -- 6/22/2007 6:35:38 AM >

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(in reply to wj10)

Post #: 2

RE: Very Disappointed with Matrix Support - 6/22/2007 6:25:58 PM

wj10

Posts: 4
Joined: 6/17/2007
Status: offline

Hi David,

Thanks for the quick reply. I have sent an e-mail to customer support and am looking forward to a quick response. I have no idea what happened to my first e-mail.

I use Internet Explorer and also use the flashget download manager (flashget.com). I don't know if this download manager works with Digital River's download system or not but will not use it for their downloads in the future. I have not had any problem with it before but have not been using it that long.

Thank you for your assistance.

Bill Jackson

(in reply to wj10)

Post #: 3

RE: Very Disappointed with Matrix Support - 6/23/2007 4:40:46 AM

David Heath

Posts: 3274
Joined: 3/29/2000
From: Staten Island NY
Status: offline

Hi Bill

Try the Star downloader we know that works fine.

David

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(in reply to wj10)

Post #: 4

RE: Very Disappointed with Matrix Support - 6/23/2007 5:43:10 AM

CJMello63