DOWNLOAD PROBLEMS

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All Forums >> [New Releases from Matrix Games] >> Empires in Arms the Napoleonic Wars of 1805 - 1815 >> Tech Support >> DOWNLOAD PROBLEMS

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DOWNLOAD PROBLEMS - 12/20/2007 7:06:06 AM

Morgan60

Posts: 27
Joined: 12/19/2007
Status: offline

I understand that this is not the right venue to post this message and not wishing to sound like a whinger but as I cannot get customer or tech support to answer my emails (5 in total) so I will try here.

I purchased EiA on the 12th December from the Australian store (but was routed to the European store). I purchased the physical and download option.

I cannot get the download to work, I disable the cookie thing (can you tell I'm a Luddite) and also turned off my virus protection, cleared the cookie cache as well, but I still can't get it to work. ARRRRGH!

I also note with some dismay that my physical order is still pending, even though the website says that stock will be shipped on the 14th. It is now the 20th and I would have expected that even with some backlog it would have shipped by now.

The thing that really ticks me off is the lack of response from anybody .... not good customer service.

I bought EiA because 1. It is a great game and 2. The dialogs in the forums have been wonderfully informative and it seems to my poor understanding that there is a very good community here .... which (not wishing to harp on things) is let down by poor customer service.

I would also like to note that there seems a similair and equally good scene happening with Highway to the Reich. I would very much like this game as well but am loathe to commit more funds and receive more aggravation given my experience here.

Hope you can help.

Post #: 1

RE: DOWNLOAD PROBLEMS - 12/20/2007 8:33:25 AM

Murat

Posts: 803
Joined: 9/17/2003
From: South Carolina
Status: offline

Well my physical just arrived today and I had no problems with the digital but I used the US site.

(in reply to Morgan60)

Post #: 2

RE: DOWNLOAD PROBLEMS - 12/20/2007 3:03:50 PM

Morgan60

Posts: 27
Joined: 12/19/2007
Status: offline

Bugger

(in reply to Murat)

Post #: 3

RE: DOWNLOAD PROBLEMS - 12/20/2007 3:21:15 PM

Erik Rutins

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

Morgan60,

Who have you been e-mailing? You should be using support@matrixgames.com

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 Morgan60)

Post #: 4

RE: DOWNLOAD PROBLEMS - 12/21/2007 12:37:48 AM

Morgan60

Posts: 27
Joined: 12/19/2007
Status: offline

Hello Erik,

Thank you for your response. I have been sending emails through the link on the customer support FAQ page.

(in reply to Erik Rutins)

Post #: 5

RE: DOWNLOAD PROBLEMS - 12/22/2007 9:07:00 AM

Morgan60

Posts: 27
Joined: 12/19/2007
Status: offline

Well I have now sent 7 (count 'em folks) emails to customer service and no response

Seriously Fed Up!!!!!!

What now?

(in reply to Morgan60)

Post #: 6

RE: DOWNLOAD PROBLEMS - 12/22/2007 2:23:00 PM

Marshall Ellis

Posts: 5630
Joined: 10/2/2001
From: Dallas
Status: offline

Morgan60:

Are you still having download issues?

_____________________________

Thank you

Marshall Ellis
Outflank Strategy War Games

(in reply to Morgan60)

Post #: 7

RE: DOWNLOAD PROBLEMS - 12/22/2007 3:52:05 PM

Marc von Martial

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

quote:

ORIGINAL: Morgan60

Well I have now sent 7 (count 'em folks) emails to customer service and no response

Seriously Fed Up!!!!!!

What now?

To which email adress did you sent the mails? Did you contact support@matrixgames.com as Erik asked? Or did you write to DR, the guys that run our e-store?

_____________________________

Marc von Martial
instagram stream

(in reply to Morgan60)

Post #: 8

RE: DOWNLOAD PROBLEMS - 12/25/2007 3:44:40 AM

Morgan60

Posts: 27
Joined: 12/19/2007
Status: offline

Hello Marc,

I have now heard from customer service, thank you.

My sincere apologies too, I did not realize that your e-store is a different company to Matrix Games.

They have given me some things to try and hopefully that will go well.

Apologies for my impatience and my intemperence.

Regards,

Chris

(in reply to Marc von Martial)

Post #: 9

RE: DOWNLOAD PROBLEMS - 12/25/2007 3:55:10 AM

Morgan60

Posts: 27
Joined: 12/19/2007
Status: offline

Hello Marshall,

Yes thank you I have now heard from customer service.

I would also like to apologize for the imtemperence of my emails. I was emailing Digital River, I am sorry but I did not realize that they were a different company to Matrix.

Hopefully all will be well now.

Thanks for your input and assistance.

(in reply to Marshall Ellis)

Post #: 10

RE: DOWNLOAD PROBLEMS - 12/26/2007 7:44:08 PM

Marshall Ellis

Posts: 5630
Joined: 10/2/2001
From: Dallas
Status: offline

Morgan60:

Great to hear! No apologies necessary!
Let us know if you have more questions / issues!

_____________________________

Thank you

Marshall Ellis
Outflank Strategy War Games

(in reply to Morgan60)

Post #: 11