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Digital River - 1/5/2009 11:14:38 PM   
Eastern


Posts: 40
Joined: 11/17/2007
From: Flanders , Belgium
Status: offline 		I am advicing Matrix to search another distributing company for Europe because this company is nothing for the honest costumer, you even can't complain or hold their billing whenever something is wrong and believe me most of the time its wrong whatever they do. More then an automated answer you'll never have, no good if you ask me !!
Please some reactions folks, so Matrix can see what a mess this is for their European market
Post #: 1
RE: Digital River - 1/5/2009 11:27:05 PM   
Lützow


Posts: 1517
Joined: 7/22/2008
From: Germany
Status: offline 		I second this.

Still waiting for a game which I ordered and payed more than two month ago. Seems the Pony Express got ambushed underway or something from outer space ate the shipment.

(in reply to Eastern)
Post #: 2
RE: Digital River - 1/6/2009 12:08:25 AM   
Erik Rutins

 

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

I've replied to you three times by e-mail since Christmas. Are my e-mails not reaching you? I just sent another one.

Lutzow,

We manually changed the address on your original order, which I confirmed was shipped out. We then shipped a second free order when that didn't arrive to the same address you sent us. I can confirm that was sent out. Are you saying neither one arrived? The odds of both going missing seem incredibly small. Is someone stealing your mail or did you give us the wrong address?

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 Lützow)
Post #: 3
RE: Digital River - 1/6/2009 12:42:57 AM   
Lützow


Posts: 1517
Joined: 7/22/2008
From: Germany
Status: offline 		Erik,

I'm feeling funny meanwhile for stressing this again, but can you please track the last shipment ? The correct house number should be '49', according to the emails I sent you and nobody steals my mail, as UPS is delivering to my door. In addition DR could simply check my usual shipping address. I purchased like 6 or 7 games last year, some as digital download and others as physical copy.

(in reply to Erik Rutins)
Post #: 4
RE: Digital River - 1/6/2009 2:13:35 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Ok, I'll track it tomorrow. I made sure the second one was sent with trackable shipping (instead of postal service) after the first one didn't arrive.

_____________________________

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 Lützow)
Post #: 5
RE: Digital River - 1/6/2009 7:13:24 AM   
Kuokkanen

 

Posts: 3545
Joined: 4/2/2004
Status: offline 		I have some gripe against Digital River too. I had ordered Starshatter 4 (physical shipment) several years ago, payment by wire transfer (or giro), I got bill with TWO DIFFERENT REFERENCE NUMBERS, and I didn't get prompt answer which number to use. That sucked! But Marc was very eager to help out, and I eventually got the game, over month after ordering it.

_____________________________

You know what they say, don't you? About how us MechWarriors are the modern knights, how warfare has become civilized now that we have to abide by conventions and rules of war. Don't believe it.

MekWars

(in reply to Erik Rutins)
Post #: 6
RE: Digital River - 1/6/2009 12:53:50 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		I won't pretend that DR is perfect (far from it) but we do try to fix any problems they cause very quickly, so usually our support alleviates any mistakes they might make. Even with that said, in terms of the actual percentages something like 99% of orders go through problem free from start to finish.

_____________________________

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 Kuokkanen)
Post #: 7
RE: Digital River - 1/6/2009 1:31:49 PM   
JudgeDredd


Posts: 8573
Joined: 11/14/2003
From: Scotland
Status: offline 		Touch wood, I've never had a problem with Digital River, for physical shipments or DDs

(in reply to Erik Rutins)
Post #: 8
RE: Digital River - 1/6/2009 3:12:17 PM   
PnHobbit

 

Posts: 31
Joined: 10/22/2003
Status: offline 		I've never had an issue with them through 3 separate orders.

(in reply to JudgeDredd)
Post #: 9
RE: Digital River - 1/6/2009 4:37:30 PM   
PunkReaper


Posts: 1085
Joined: 8/23/2006
From: England
Status: offline 		so far so good with me as well.

(in reply to PnHobbit)
Post #: 10
RE: Digital River - 1/6/2009 5:35:09 PM   
Eastern


Posts: 40
Joined: 11/17/2007
From: Flanders , Belgium
Status: offline 		I really think that DR has all the luck that Erik Rutins from Matrix has the knowledge to handle things the right way, I advice him to do the European distributing himself, there wouldn't be a single problem. I don't know what those guys (DR) are doing all day and they better answer their mails instead off throwing in an automated answer every time, what kind off slappy bussiness is this ?
Thanks for concerning the European market Erik , there are many strategy/war games players who love the Matrix games and search for more off this, but it isn't easy this way, and Matrix doesn't visit good old Europe much.

(in reply to Erik Rutins)
Post #: 11
RE: Digital River - 1/6/2009 6:46:15 PM   
Widell


Posts: 913
Joined: 4/27/2005
From: Trollhättan, Sweden
Status: offline 		No issues from my side either. Both physical and downloads work like a charm.

_____________________________


(in reply to PunkReaper)
Post #: 12
RE: Digital River - 1/6/2009 7:16:23 PM   
Grell

 

Posts: 1064
Joined: 4/1/2004
From: Canada
Status: offline 		I always thought DR was fabulous, I would never have thought people are having problems, I feel for you.

Regards,

Grell

_____________________________


(in reply to Widell)
Post #: 13
RE: Digital River - 1/6/2009 7:44:21 PM   
2ndACR


Posts: 5665
Joined: 8/31/2003
From: Irving,Tx
Status: offline 		9 games and never had a single issue with download and physical. Always recieved within 2 weeks or less. But I am US, so guess that does not count.

(in reply to Grell)
Post #: 14
RE: Digital River - 1/7/2009 2:17:21 PM   
Eastern


Posts: 40
Joined: 11/17/2007
From: Flanders , Belgium
Status: offline 		Ok fellow gamers, in the answers you gave me so far I see only the old mainland of Europe has troubles. Is Digital River divided in regions ?? Is there a weak part of the chain ?? I am from Belgium, I saw problems in Germany and further inland , from where came are deliveries ?? Uk and Canada no problems ??

(in reply to 2ndACR)
Post #: 15
RE: Digital River - 1/7/2009 3:50:07 PM   
Marc von Martial


Posts: 10875
Joined: 1/4/2001
From: Bonn, Germany
Status: offline 		All DR orders that go through the EU storefront are shipped from the same warehouse in the UK.

_____________________________

Marc von Martial
instagram stream

(in reply to Eastern)
Post #: 16
RE: Digital River - 1/12/2009 10:21:48 AM   
Lützow


Posts: 1517
Joined: 7/22/2008
From: Germany
Status: offline
quote:

ORIGINAL: Erik Rutins

Ok, I'll track it tomorrow. I made sure the second one was sent with trackable shipping (instead of postal service) after the first one didn't arrive.


Are there any results from tracking as yet ?

(in reply to Erik Rutins)
Post #: 17
RE: Digital River - 1/12/2009 3:38:40 PM   
Eastern


Posts: 40
Joined: 11/17/2007
From: Flanders , Belgium
Status: offline 		My long awaited game came through at last before the weekend !! With a courier service !! Not thanks to Digital but to Erik Rutins I am sure !! With my regards Erik !!

(in reply to Lützow)
Post #: 18
RE: Digital River - 1/12/2009 5:47:53 PM   
Mark71


Posts: 61
Joined: 2/8/2006
From: Nijmegen. The Netherlands
Status: offline 		I ordered CC WaR (digital + box) a couple of months back and it was not delivered. I contacted support (available at the top of the page) and a new copy was shipped and this time delivered without further ado (through UPS with tracking). Compliments on the great customer service! 

_____________________________

the poster formerly known as Murky71

(in reply to Eastern)
Post #: 19
RE: Digital River - 1/12/2009 6:45:19 PM   
Erik Rutins

 

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

ORIGINAL: Lützow
Are there any results from tracking as yet ?


Yes, sorry. The second copy was in fact shipped to your old address (DR's mistake). A third copy went out next week to the correct new address (where the first one went too). It's being tracked, let me know when it arrives please. It should be there this week.


_____________________________

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 Lützow)
Post #: 20
RE: Digital River - 1/13/2009 7:11:01 AM   
sterckxe


Posts: 4605
Joined: 3/30/2004
From: Flanders
Status: offline
quote:

ORIGINAL: Eastern
I don't know what those guys (DR) are doing all day and they better answer their mails instead off throwing in an automated answer every time, what kind off slappy bussiness is this ?


DR "handles" the (digital) distribution for a lot of companies, Matrix is just a minor customer for them. The real problem is that DR has sort off a monopoly on this after having bought-up most of the competition so Matrix is out of options too.

quote:

ORIGINAL: Eastern
Thanks for concerning the European market Erik , there are many strategy/war games players who love the Matrix games and search for more off this, but it isn't easy this way, and Matrix doesn't visit good old Europe much.


They've been at the Crisis wargame convention in Antwerp every year for the past 5 years - close enough ?

Greetz,

Eddy Sterckx

(in reply to Eastern)
Post #: 21
RE: Digital River - 1/14/2009 6:00:06 PM   
Eastern


Posts: 40
Joined: 11/17/2007
From: Flanders , Belgium
Status: offline 		Hi neighbour, I remember a couple of years ago Matrix visited Antwerp, but every year ??
I don't recall they have visited last year or the year before ?? I visited the Crisis WC before but I couldn't the year that Matrix was anounced (shame on me), by the way , what 's the date for this year for the excellent convention ?? grtz Eastern

(in reply to sterckxe)
Post #: 22
RE: Digital River - 1/14/2009 6:49:47 PM   
sterckxe


Posts: 4605
Joined: 3/30/2004
From: Flanders
Status: offline
quote:

ORIGINAL: Eastern
Hi neighbour, I remember a couple of years ago Matrix visited Antwerp, but every year ??
I don't recall they have visited last year or the year before ??


Yup - every year for the past 5 years - we've got a rather good spot as well - from the main entrance, down the stairs to the left, first booth on the right

quote:

ORIGINAL: Eastern
I visited the Crisis WC before but I couldn't the year that Matrix was anounced (shame on me), by the way , what 's the date for this year for the excellent convention ?? grtz Eastern


Early November most likely. See you then.

Greetz,

Eddy Sterckx




(in reply to Eastern)
Post #: 23
RE: Digital River - 1/14/2009 9:21:46 PM   
Eastern


Posts: 40
Joined: 11/17/2007
From: Flanders , Belgium
Status: offline 		Ooops , they did it again !!!! Thanks Digital or who was it !! I was so pleased to got my game at last (World War One)
Today I wanted to install it, suddenly it asked to insert the second cd , I had only ONE !!!
Do they check their boxes before shipping ?? And now ?? Wait another 2 months ??

(in reply to Lützow)
Post #: 24
RE: Digital River - 1/14/2009 11:04:58 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Unbelievable. I've just e-mailed them, but won't get a reply on this until tomorrow. Please e-mail me with any further updates.

_____________________________

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 Eastern)
Post #: 25
RE: Digital River - 1/15/2009 2:46:10 AM   
Marauders

 

Posts: 4428
Joined: 3/17/2005
From: Minnesota
Status: offline 		Does Digital River do the physical shipments?

Two games came with broken disc cases that caused scratched floater discs.

I guess I can partially blame the postal system for that, but some better protection may help.

(in reply to Erik Rutins)
Post #: 26
RE: Digital River - 1/15/2009 3:05:00 AM   
daz1333

 

Posts: 2
Joined: 1/15/2009
Status: offline 		hello all. I totally agree with the sentiment of this discussion. These people are an absolute disgrace. I have had multiple problems trying to download a game I purchased. I've had nothing but the same response over and over again. None of these responses has assisted me in downloading the game despite my continued feedback. In addition to this, they outright refuse to offer a refund or even provide a hard copy. They also have this stupid policy of disallowing any further attempts to download after 30 days, which means that I am now unable to continue to try and solve the problem. So basically beware; these people will defraud you of your money.

(in reply to Marauders)
Post #: 27
RE: Digital River - 1/15/2009 5:01:55 AM   
Erik Rutins

 

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

ORIGINAL: Marauders
Does Digital River do the physical shipments?
Two games came with broken disc cases that caused scratched floater discs.
I guess I can partially blame the postal system for that, but some better protection may help.


Yes, they do the physical shipments as well. Send me your order info, I'll see what I can do.


_____________________________

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 Marauders)
Post #: 28
RE: Digital River - 1/15/2009 5:06:13 AM   
Erik Rutins

 

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

ORIGINAL: daz1333
hello all. I totally agree with the sentiment of this discussion. These people are an absolute disgrace. I have had multiple problems trying to download a game I purchased. I've had nothing but the same response over and over again. None of these responses has assisted me in downloading the game despite my continued feedback.


Have you tried contacting us at our Help Desk? Please note that DR support and our support are not the same. I can assure you that there are a lot of folks successfully downloading their purchases right now, so I'm sure we can figure out what's causing the problem in your case and get you around it.

quote:

In addition to this, they outright refuse to offer a refund or even provide a hard copy.


All sales are final is the stated policy, unless we can't get the game to work on your system. Unfortunately, it's a limitation of the online store that we can't "upgrade" an existing order to add a physical copy. Please e-mail me at erikr@matrixgames.com, I'm sure we can get your download to succeed.

quote:

They also have this stupid policy of disallowing any further attempts to download after 30 days, which means that I am now unable to continue to try and solve the problem. So basically beware; these people will defraud you of your money.


That's not true actually, all our customers by default can re-download up to a year after the purchase and longer if you get the download insurance. As I said above, there's no reason you should not be able to get the game you purchase, please contact me directly.

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 daz1333)
Post #: 29
RE: Digital River - 1/15/2009 5:19:11 AM   
V22 Osprey


Posts: 1593
Joined: 4/8/2008
From: Corona, CA
Status: offline 		nevermind

(in reply to Erik Rutins)
Post #: 30
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