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Announcement to Customers: Replacement of Defective CDs

 
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Announcement to Customers: Replacement of Defective CDs - 1/21/2010 9:16:24 PM   
SeanD


Posts: 1574
Joined: 3/2/2006
Status: offline 		After several customer support requests, our investigation with Digital River revealed a new problem that developed in January with the physical CD duplication system in our UK warehouse. This warehouse fulfills orders for customers everywhere outside North America. We estimate that this problem resulted in over 100 orders being fulfilled with defective CDs. We have tracked down when the problem started and the system is currently being repaired (or replaced, if it cannot be repaired). In the meantime, our physical CD duplication system in the US is handling all orders so there should be no significant delay for ongoing business. We sincerely apologize for the inconvenience to customers that have received defective CDs as a result of this problem.

We will be re-burning and re-shipping physical copies for all affected customers. The process of re-burning and re-shipping all affected orders is already underway using our US warehouse, but it may take up to a week to complete. If you have any questions regarding a specific order, please contact us via our Help Desk at www.matrixgames.com/helpdesk. Again, we apologize for the inconvenience and we would like to thank those customers who brought this to our attention.

_____________________________

Sean Drummy

Marketing and Press Relations Manager
Post #: 1
RE: Announcement to Customers: Replacement of Defective... - 2/12/2010 12:18:54 PM   
markefs1

 

Posts: 3
Joined: 1/15/2010
Status: offline 		When are replacements to be shipped?
Has anyone got his yet?
Did it fix the problem?

(in reply to SeanD)
Post #: 2
RE: Announcement to Customers: Replacement of Defective... - 2/12/2010 1:22:22 PM   
Josh

 

Posts: 2576
Joined: 5/9/2000
From: Leeuwarden, Netherlands
Status: offline 		Received mine today in an UPS *extremely urgent* box.
Although TOAW works flawlessly (digital download), I tried to reinstall it anyway just to check out if this disc is okay. The install menu did appear this time, and I wouldn't go any further from there (I have some games running)
What I do not understand though is that double clicking on the install file in both TOAW and John Tillers Campaign Series (the JTCS disc seems to be okay though), is that it takes .... a couple of minutes before anything happens. After a few minutes of waiting the install menu appears.
I'm used to: insert disc-->install menu appears within seconds-->install. So why that delay is there I wouldn't know.

Edit/
Tried it again as administrator, install went faster. It doesn't recognize Windows Vista though ( The following minimum system requirements for this setup were not met: OS: Win 98, Win ME, Win 2000, Win XP, Win Server 2003) Click OK to continue or Cancel to abort setup). Clicking on OK got me to the install menue, no probs from there.
Yes well, it *is* 15 years old.

< Message edited by Josh -- 2/12/2010 1:28:05 PM >

(in reply to markefs1)
Post #: 3
RE: Announcement to Customers: Replacement of Defective... - 2/12/2010 1:32:32 PM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		The replacement orders have been shipped out - delivery times will vary.

Any delay in the CD first loading is 99.9% due to your anti-virus/security software trying to scan it before it allows it to run.

_____________________________

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 Josh)
Post #: 4
RE: Announcement to Customers: Replacement of Defective... - 2/18/2010 8:01:43 PM   
warspite1


Posts: 41353
Joined: 2/2/2008
From: England
Status: offline
quote:

ORIGINAL: markefs1

When are replacements to be shipped?
Has anyone got his yet?
Did it fix the problem?

Warspite1

I got mine yesterday - could not believe it - had completely given up on ever getting the game to work when, out of the blue (I did not see this announcement) this new disc arrives and......only loads properly first time!! Result

Now I just have to work out how to get into this mother of all games (WITPAE)!!


< Message edited by warspite1 -- 2/18/2010 8:07:25 PM >

_____________________________

England expects that every man will do his duty. Horatio Nelson October 1805



(in reply to markefs1)
Post #: 5
RE: Announcement to Customers: Replacement of Defective... - 2/27/2010 1:58:34 AM   
Wolfe1759


Posts: 798
Joined: 1/20/2008
From: Shropshire, UK
Status: offline 		Got mine for FoF out of the blue a couple of days ago. As I'd already installed via download (bought the physical + d/l so I'd have the manual) I didn't even know that the discs were faulty.

Thanks for a bit of great customer service that I didn't even know I needed.

(in reply to warspite1)
Post #: 6
RE: Announcement to Customers: Replacement of Defective... - 12/15/2010 4:26:45 AM   
seangregorycarroll

 

Posts: 7
Joined: 12/14/2010
Status: offline 		Apparently I own a defective CD as well but for the game 'War in the Pacific', Admiral's edition.  What do I do now?  If I ship it back, will a replacement CD be sent?  If so, where do I send it to?

ps This game was purchased in USA

< Message edited by seangregorycarroll -- 12/15/2010 4:27:00 AM >

(in reply to Wolfe1759)
Post #: 7
RE: Announcement to Customers: Replacement of Defective... - 12/15/2010 3:34:35 PM   
wworld7


Posts: 1727
Joined: 2/25/2003
From: The Nutmeg State
Status: offline
quote:

ORIGINAL: seangregorycarroll

Apparently I own a defective CD as well but for the game 'War in the Pacific', Admiral's edition.  What do I do now?  If I ship it back, will a replacement CD be sent?  If so, where do I send it to?

ps This game was purchased in USA


You need to open a ticket with the Help Desk (see the 1st post in this thread).

_____________________________

Flipper

(in reply to seangregorycarroll)
Post #: 8
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