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Matrix Product and Support (?) - 12/16/2009 2:02:24 PM   
gillesvin2

 

Posts: 42
Joined: 11/15/2009
Status: offline 		Is it only me? I like Matrix games but how many times does a download require a patch?

Seconds to pay for and download a game - days (if not weeks) to get a patch to resolve issues?! And or to get a response to your support request.

Log a support call - you are sent a link that does not function! I am a Service Director - many companies would have ceased to exist based on such a service record! Unless you are Mircosoft!

Buy 'extended download'? Does not work! Rip off!

I am glad that Matrix do not make aircraft! Otherwise we would all have crashed and burned!

Matrix, like a chinese meal promises much but leaves you hungry (or is that angry!).

Gilles
Post #: 1
RE: Matrix Product and Support (?) - 12/16/2009 2:16:17 PM   
SlickWilhelm


Posts: 1854
Joined: 7/22/2007
From: Rochester, MN
Status: offline 		As a "Service Director", you obviously have learned very little about how to register a complaint without being a dick about it.

_____________________________

Beta Tester - Brother Against Brother
Beta Tester - Commander: The Great War
Beta Tester - Desert War 1940-42

(in reply to gillesvin2)
Post #: 2
RE: Matrix Product and Support (?) - 12/16/2009 2:26:51 PM   
gillesvin2

 

Posts: 42
Joined: 11/15/2009
Status: offline 		Fair point - but whatever the size of the 'dick', I guess the registering of a complaint (or indeed a request for product support) is allied to the outcome. So far no outcomes and to be fair (based on emprirical evidence), Matrix products are flawed - a situation which is evident from the support provided by users within the forums!

(in reply to gillesvin2)
Post #: 3
RE: Matrix Product and Support (?) - 12/16/2009 2:36:00 PM   
JudgeDredd


Posts: 8573
Joined: 11/14/2003
From: Scotland
Status: offline 		All products are flawed. You will not find any computer product going to market that is not flawed...period. You may find ones with bigger flaws than others, but that's it. Regardless of how good the programmer is, it will have flaws.

As for Extended Download I agree (from what I gather) and wish Matrix would push to have it removed by default. I never select it

What exactly is your problem and with what product? We might be able to point you in the right direction if we knew.

(in reply to gillesvin2)
Post #: 4
RE: Matrix Product and Support (?) - 12/16/2009 2:42:10 PM   
Vasquez


Posts: 441
Joined: 12/29/2000
From: München, Bayern, Deutschland
Status: offline 		Sorry to hear that you have issues with matrix products.

But which game are you considering as flawed?

I own (only) 11 games published by matrix and they were all very good and fully playable/stable by the initial release. Usually I wait a few days and watch the forums after a game is released to see if it has issues or not (like EiA or WW1 which I dropped from my list therefore). The other 11 games I own are all top-notch and for sure the games I play at most even years after release.

In short, Iam very satisfied with the matrix products and with the support and please note that I am not a Matrix Forums fanboy (look at my postcounter after almost 10 years forums membership ;) ).

_____________________________

My Steam Profile: http://steamcommunity.com/profiles/76561198022087017/

My Steam Curator-Page: https://store.steampowered.com/curator/2370797-7IDGaming.de/?appid=275290

(in reply to gillesvin2)
Post #: 5
RE: Matrix Product and Support (?) - 12/16/2009 2:53:28 PM   
Josh

 

Posts: 2576
Joined: 5/9/2000
From: Leeuwarden, Netherlands
Status: offline 		I think it's "War in the Pacific: Admiral's Edition"
He has some problems with the gameinstall. Well for what it's worth, that does suck. It happened to me too a couple of times, "Fall Out 3" for instance, no matter what I did I couldn't the game running.
Then again, every game has it's fair share of problems... so WitP:AE too. But based on the very few problems WitP has, I think Gilles' problem should be solvable.

(in reply to Vasquez)
Post #: 6
RE: Matrix Product and Support (?) - 12/16/2009 3:44:56 PM   
Doggie


Posts: 3244
Joined: 9/19/2001
From: Under the porch
Status: offline 		Throwing a tantrum is the best way to get someone to pay attention to you, huh?

Asking politely is for pussies. Even with his PM inbox chock full of complaints about me, Rutkins still finds time to work on Matrix stuff now and then. Maybe you should consider posting what ever issues you have on the appropriate forum where people who know about the problems with that particular game can assist you? Nah, you'd rather stay in touch with your inner child.

_____________________________

Visit the New, Improved Mad Dog's Drive Thru

(in reply to Josh)
Post #: 7
RE: Matrix Product and Support (?) - 12/16/2009 3:54:49 PM   
Goblin


Posts: 5547
Joined: 3/29/2002
From: Erie,Pa. USA
Status: offline
quote:

ORIGINAL: Doggie

Throwing a tantrum is the best way to get someone to pay attention to you, huh?

Asking politely is for pussies. Even with his PM inbox chock full of complaints about me, Rutkins still finds time to work on Matrix stuff now and then. Maybe you should consider posting what ever issues you have on the appropriate forum where people who know about the problems with that particular game can assist you? Nah, you'd rather stay in touch with your inner child.


I'ma have to complain about this post...


_____________________________

http://www.spwaw.com/phpBB2/index.php

(in reply to Doggie)
Post #: 8
RE: Matrix Product and Support (?) - 12/16/2009 4:08:29 PM   
gillesvin2

 

Posts: 42
Joined: 11/15/2009
Status: offline 		Hmmm - interesting, but again points to the fact you guys (and gals) provide support via the forums........ Enough said?

Besides ongoing WITP issues (sort of sorted......if I switch this and that off - bit like like buying a car but being advised not to use the headlights or indicators etc....), problems running Commander Europe at War which I cannot run due to a an error ‘the JVM could not be started. The main method may have thrown an exception’....? Support call logged - but cannot track the Incident as the supplied Matrix link throws an error!

Bugs eh? As I stated - seconds to purchase, days (time) pass to resolve a problem.

Anyway, what do I know, I'm only the guy who gave money to Matrix!

Gilles

(in reply to Goblin)
Post #: 9
RE: Matrix Product and Support (?) - 12/16/2009 4:14:17 PM   
SlickWilhelm


Posts: 1854
Joined: 7/22/2007
From: Rochester, MN
Status: offline 		Gilles,

If you would have started your post with something along the lines of "Hello everyone, I'm having some real problems running a couple of Matrix Games and I would appreciate some help", all sorts of folks would have come to your rescue and tried to help you.

Instead, you chose to be combative and immature. You reap what you sow, my friend.

_____________________________

Beta Tester - Brother Against Brother
Beta Tester - Commander: The Great War
Beta Tester - Desert War 1940-42

(in reply to gillesvin2)
Post #: 10
RE: Matrix Product and Support (?) - 12/16/2009 4:29:32 PM   
gillesvin2

 

Posts: 42
Joined: 11/15/2009
Status: offline 		So be it!

Life (even virtual life) as it is lived. Tried that, done that - but again it proves the point (that you are highlighting) that support is provided by unpaid members of forums ie not in the main by Matrix who gain the initial income.

Nice, but hardly the product support that is implicit in the initial purchase contract.

G

(in reply to SlickWilhelm)
Post #: 11
RE: Matrix Product and Support (?) - 12/16/2009 4:48:26 PM   
gillesvin2

 

Posts: 42
Joined: 11/15/2009
Status: offline 		As much as forum advice has been and is useful - some of the comments seem to suggest a support model based on users. This is much like (to my mind) buying, say a Ford car, and expecting me to elicit support from other Ford car drivers/owners ie without Ford (the manufacturer) being involved or indeed interested.

Only in the 'games' industry! Very strange! Support, but not Customer support as we know it Captain........

G

(in reply to gillesvin2)
Post #: 12
RE: Matrix Product and Support (?) - 12/16/2009 4:50:12 PM   
Arsan

 

Posts: 409
Joined: 7/1/2005
From: Madrid, Spain
Status: offline
Guys, stop trying to be helpful with this guy or he will sue you all


(in reply to gillesvin2)
Post #: 13
RE: Matrix Product and Support (?) - 12/16/2009 4:53:27 PM   
Arsan

 

Posts: 409
Joined: 7/1/2005
From: Madrid, Spain
Status: offline
quote:

ORIGINAL: gillesvin2

As much as forum advice has been and is useful - some of the comments seem to suggest a support model based on users. This is much like (to my mind) buying, say a Ford car, and expecting me to elicit support from other Ford car drivers/owners ie without Ford (the manufacturer) being involved or indeed interested.

Only in the 'games' industry! Very strange! Support, but not Customer support as we know it Captain........

G



Please, don't get me started on my Ford Fiesta service
I could keep on going for hours!

(in reply to gillesvin2)
Post #: 14
RE: Matrix Product and Support (?) - 12/16/2009 5:00:10 PM   
gillesvin2

 

Posts: 42
Joined: 11/15/2009
Status: offline 		Sorry folks - I just want to play a game (ie game = enjoyment). How hard should this be!

(in reply to Arsan)
Post #: 15
RE: Matrix Product and Support (?) - 12/16/2009 5:08:35 PM   
rickier65

 

Posts: 14231
Joined: 4/20/2000
Status: offline
quote:

ORIGINAL: gillesvin2

As much as forum advice has been and is useful - some of the comments seem to suggest a support model based on users. This is much like (to my mind) buying, say a Ford car, and expecting me to elicit support from other Ford car drivers/owners ie without Ford (the manufacturer) being involved or indeed interested.

Only in the 'games' industry! Very strange! Support, but not Customer support as we know it Captain........

G



G,

unless I'm mistaken, the point of your initial post was to express your dis-satisfaction with Matrix support rather than to obtain help with something. Which is fine. Matrix seems to be pretty open about allowing customers to complain in the open.

I actually don't agree, though, about the support model. I've had way too many experiences with companies 'customer support' where they look up problem key words and read you back a scripted response that all too often is totally unhelpful. Anymore, when i have a problem with a product, I've gotten into the habit of FIRST looking online for user discusions about the product, gathering information, and sometimes solutions, BEFORE I contact Cust. Support. I find I usually get much farther along the support chain in my initial call this way.

And around here in Matrix particularly, the user support is quite good, and in most forums, the respective developer seems to often drop in from time to time and provides some answers. I think this model works great!

Rick

(in reply to gillesvin2)
Post #: 16
RE: Matrix Product and Support (?) - 12/16/2009 5:08:50 PM   
Doggie


Posts: 3244
Joined: 9/19/2001
From: Under the porch
Status: offline 		The guys who design and produce matrix games are kind of busy designing and producing games. That's why they employ these guys they call "beta testers" to find all the little glitches. Rutkins is too busy reading complaints about how I was rude to Ike for insulting the heroic defenders of the Malvinas to spend 18 hours a day playing every game looking for some programming error.

Then there's this problem with different people owning different computers and playing on different video cards with different operating systems. Just because your computer won't load a game because you have some virus protection system from Croatia installed doesn't mean everyone else has the same problem.

The reason they have sub forums devoted to specific games is so all the basement dwelling dweebs who can only imagine what female genitalai looks like can help you out with your computer problems. They like to do that; it make them feel superior to normal people and it gives meaning to their sad, pathetic lives.

Now, the truth is I told Von Martial to have Rutkins flogged regularly until his attitude improves, but Marc don't listen to his old pals like me anymore since he married royalty and became a princess. Now he spends all his free time riding side saddle on a polo pony at his estate in Berchtesgaden.

Now as soon as David Heath gets back from his vacation estate at Hyannis Port, you might take your problem up with him.

< Message edited by Doggie -- 12/16/2009 5:09:43 PM >

_____________________________

Visit the New, Improved Mad Dog's Drive Thru

(in reply to gillesvin2)
Post #: 17
RE: Matrix Product and Support (?) - 12/16/2009 5:13:06 PM   
Goblin


Posts: 5547
Joined: 3/29/2002
From: Erie,Pa. USA
Status: offline
quote:

since he married royalty and became a princess.




_____________________________

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(in reply to Doggie)
Post #: 18
RE: Matrix Product and Support (?) - 12/16/2009 5:20:59 PM   
freeboy

 

Posts: 9088
Joined: 5/16/2004
From: Colorado
Status: offline 		ok, I am a sales mkt guy with several decades of helping resolve issues, customer support is my bread and butter.That said  I have to aggree the link up between MAtrix with DR is a disaster, the support is TERRIBLE and other than the games having to be bought here, I would NEVER do business here as a result of not bad, but TERRIBLE support. I am not trying to piss in your coolaide, just an honest addition to the topic for those that care.
I know games need to be patched, I am talking about customer support outside of the developement of patches and game support, basic business support simply does not exist past a most basic level. I am not talking bad either, way way worse than bad.

(in reply to Goblin)
Post #: 19
RE: Matrix Product and Support (?) - 12/16/2009 5:38:05 PM   
Erik Rutins

 

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

ORIGINAL: gillesvin2
Is it only me? I like Matrix games but how many times does a download require a patch?
Seconds to pay for and download a game - days (if not weeks) to get a patch to resolve issues?!


Most games do require updates and many also receive additional non-required updates to further enhance the game, at no additional cost. Speeding up the process of releasing updates would simply reduce their quality and the resulting stability of the game.

quote:

And or to get a response to your support request.
Log a support call - you are sent a link that does not function! I am a Service Director - many companies would have ceased to exist based on such a service record! Unless you are Mircosoft!


Not sure what you mean here. Our Help Desk is working fine as far as I can tell. Can you be more specific?

quote:

Buy 'extended download'? Does not work! Rip off!


Again, works fine for me, but the extended download is handled by DR's store. What problem did you have?

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 gillesvin2)
Post #: 20
RE: Matrix Product and Support (?) - 12/16/2009 6:22:27 PM   
06 Maestro


Posts: 3989
Joined: 10/12/2005
From: Nevada, USA
Status: offline
quote:

ORIGINAL: Doggie

Now, the truth is I told Von Martial to have Rutkins flogged regularly until his attitude improves, but Marc don't listen to his old pals like me anymore since he married royalty and became a princess. Now he spends all his free time riding side saddle on a polo pony at his estate in Berchtesgaden.

Now as soon as David Heath gets back from his vacation estate at Hyannis Port, you might take your problem up with him.



LMAO.

OK Doggie, now tell us; just how many times did you jump out of an airplane-and did you ever land on your head? Perhaps you were a fan of Bob Hope too?

Honestly, that is the funiest thing I have ever seen here. Oddly enough, it seems to fit this thread well.

_____________________________

Banking establishments are more dangerous than standing armies.

Thomas Jefferson


(in reply to Doggie)
Post #: 21
RE: Matrix Product and Support (?) - 12/16/2009 6:24:38 PM   
vonRocko

 

Posts: 1447
Joined: 11/4/2008
Status: offline 		I have 22 matrix games,and have only had 2 problems. One was an install problem,and the other was a delivery problem. Both were solved promptly by Eric. In my experiences Matrix is superb!
Matrix prices.......well, that is another story.
Good luck resolving your issues.

(in reply to Erik Rutins)
Post #: 22
RE: Matrix Product and Support (?) - 12/16/2009 7:05:15 PM   
SuluSea


Posts: 2358
Joined: 11/17/2006
Status: offline 		If you are disatisfied with Matrix you must really have a problem with other game developers. I've had some issues but believe matrix is at the top of the heap when it comes to support for their games . Look no further than Uncommon Valor released in May of 2002 and last patched almost 5 years later, how many developers/publishers offer support that many years after release of a game? Get real.

< Message edited by SuluSea -- 12/16/2009 7:06:16 PM >

(in reply to vonRocko)
Post #: 23
RE: Matrix Product and Support (?) - 12/16/2009 7:45:17 PM   
Qwixt


Posts: 902
Joined: 6/19/2006
Status: offline 		1) Fid you try going to www.findmyorder.com and entering in the correct information? I have had games I bought 5 years ago without the extended D/L service still be there.

2) For your java problem, do you have another java version installed? check your path and check things like what JAVA_HOME might be set to.

(in reply to SuluSea)
Post #: 24
RE: Matrix Product and Support (?) - 12/16/2009 10:34:06 PM   
htuna


Posts: 591
Joined: 1/19/2009
From: Boston, MA
Status: offline 		Does seem kind of weird to have to pay for "extended download support" .. a lot of people on here complain about Steam and Direct 2 Drive.. yet on those sites.. you can always re download your games that you have purchased in the past, and not at an extra cost!

Personally, I just try to make sure i have a backup.. but would be nicer if the store you bought it from did the same, as that's the one plus about Download Purchases..

(in reply to Qwixt)
Post #: 25
RE: Matrix Product and Support (?) - 12/17/2009 12:12:25 AM   
Lützow


Posts: 1517
Joined: 7/22/2008
From: Germany
Status: offline 		I always remove the 'extended download' option because I dislike to pay extra for this service. Afterwards I'm going to burn my games on re-writeable DVD's, always several on a single volume of course, and hope these won't get lost.

For me it's not about the few bucks, but rather a psychological barrier and pure lazyness. Frankly, I would prefer if Matrix increases their prices from the outset and offer lifetime free downloads in return.

(in reply to htuna)
Post #: 26
RE: Matrix Product and Support (?) - 12/17/2009 1:40:01 AM   
killroyishere

 

Posts: 639
Joined: 4/23/2008
Status: offline
quote:

ORIGINAL: Slick Wilhelm

As a "Service Director", you obviously have learned very little about how to register a complaint without being a dick about it.


Lmao that was a good one Slick.

(in reply to SlickWilhelm)
Post #: 27
RE: Matrix Product and Support (?) - 12/17/2009 3:48:47 AM   
David Heath


Posts: 3274
Joined: 3/29/2000
From: Staten Island NY
Status: offline 		Can you send me a private message about what your issues and the game titles and I see what we can do for you.

David



_____________________________


(in reply to gillesvin2)
Post #: 28
RE: Matrix Product and Support (?) - 12/17/2009 9:24:32 AM   
gillesvin2

 

Posts: 42
Joined: 11/15/2009
Status: offline 		Many thanks all. Just for clarity: 1) I think the forums are great and are a strength! 2) I like Matrix games, otherwise I would not buy them, 3) I realise that developing for PCs is problematic given the varying specs, age, configs, chipsets etc., 4) I realise that, as with all service support models, I am only one of many support customers.

But I do find some issues frustrating...... and if my angst shows, please accept my apologies.

Gilles


(in reply to David Heath)
Post #: 29
RE: Matrix Product and Support (?) - 12/17/2009 9:55:59 AM   
NefariousKoel


Posts: 2930
Joined: 7/23/2002
From: Murderous Missouri Scum
Status: offline
quote:

ORIGINAL: Goblin


quote:

ORIGINAL: Doggie

Throwing a tantrum is the best way to get someone to pay attention to you, huh?

Asking politely is for pussies. Even with his PM inbox chock full of complaints about me, Rutkins still finds time to work on Matrix stuff now and then. Maybe you should consider posting what ever issues you have on the appropriate forum where people who know about the problems with that particular game can assist you? Nah, you'd rather stay in touch with your inner child.


I'ma have to complain about this post...



I reported Goblin for reporting someone.

_____________________________


(in reply to Goblin)
Post #: 30
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