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I am really annoyed because.... - 5/24/2013 12:45:22 AM   
BlackRain

 

Posts: 55
Joined: 1/2/2011
Status: offline 		If anyone cares, I have purchased every version of distant worlds but I got a new pc and don't have them on my pc (they are registered in my account) but I can't download them!! I have to email plimus and then wait to get a download link, that is ridiculous. You have it in your system I own the games, so why can't I download them, ugh. Annoyed because I just bought the new shadows expansion and have to wait now till they email me back with download links so that I can redownload all of distant worlds, sigh.
Post #: 1
RE: I am really annoyed because.... - 5/24/2013 12:53:01 AM   
Hertston


Posts: 3564
Joined: 8/17/2002
From: Cornwall, UK
Status: offline 		Did your old PC not have a CD/DVD drive then? Sigh..

(in reply to BlackRain)
Post #: 2
RE: I am really annoyed because.... - 5/24/2013 12:58:19 AM   
BlackRain

 

Posts: 55
Joined: 1/2/2011
Status: offline 		What, I didn't get it on CD, I got the download version only. Not really sure what you mean. If you mean, why didn't I burn it onto cd, well I had about a terrabyte of games on that pc and I didn't back up anything since all my games are download only (steam almost 200 games, etc.)


(in reply to Hertston)
Post #: 3
RE: I am really annoyed because.... - 5/24/2013 12:59:00 AM   
Erik Rutins

 

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

If you were logged into our site when you purchased them, you should be able to automatically get new download links through our Members Club.

If you were not, you can contact our Help Desk (instead of Plimus) and you should get a quicker reply with new download links.

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 Hertston)
Post #: 4
RE: I am really annoyed because.... - 5/24/2013 1:37:18 AM   
Darkspire


Posts: 1986
Joined: 6/12/2003
From: My Own Private Hell
Status: offline
quote:

ORIGINAL: Erik Rutins

Hi BlackRain,

If you were logged into our site when you purchased them, you should be able to automatically get new download links through our Members Club.

If you were not, you can contact our Help Desk (instead of Plimus) and you should get a quicker reply with new download links.

Regards,

- Erik



I was and have been logged in for years and could never find that in the Members Club, I was logged in last year when I bought all three games and have just had a look and all it tell me to do is send off an e-mail, which I had to do very recently due to the hard drive getting fried. Would be a whole lot better if I had of found links there. I was looking under downloads, how to download my game again, my products and all I found were downloads to patches.

Darkspire

_____________________________

Darkspires's File Repository

(in reply to Erik Rutins)
Post #: 5
RE: I am really annoyed because.... - 5/24/2013 1:40:05 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		It's under "My Orders" on the right hand side or click on one of the links in the top paragraphs.

Direct link (if you are logged in):

http://www.matrixgames.com/members/myorders.asp

_____________________________

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 Darkspire)
Post #: 6
RE: I am really annoyed because.... - 5/24/2013 1:52:41 AM   
BlackRain

 

Posts: 55
Joined: 1/2/2011
Status: offline 		I could never find it before, but that link worked, except it doesn't have my legends download there. It has DW, DW shakturi and shadows but not legends.

(in reply to Erik Rutins)
Post #: 7
RE: I am really annoyed because.... - 5/24/2013 1:56:28 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Unfortunately, that likely means you were not logged in when you purchased Legends. If you contact our Help Desk they should be able to get you a new download link for Legends quickly.

_____________________________

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 BlackRain)
Post #: 8
RE: I am really annoyed because.... - 5/24/2013 2:00:19 AM   
BlackRain

 

Posts: 55
Joined: 1/2/2011
Status: offline 		But under my account, and my serials, it shows legends there with my serial key

(in reply to Erik Rutins)
Post #: 9
RE: I am really annoyed because.... - 5/24/2013 2:02:13 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		Yes, it should try to link it if you register later, but in some cases it can't find an order to link based on the information it has. Only purchasing while logged in guarantees an automatic link.

_____________________________

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 BlackRain)
Post #: 10
RE: I am really annoyed because.... - 5/24/2013 2:04:55 AM   
BlackRain

 

Posts: 55
Joined: 1/2/2011
Status: offline 		I see, ugh.

(in reply to Erik Rutins)
Post #: 11
RE: I am really annoyed because.... - 5/24/2013 2:08:01 AM   
Darkspire


Posts: 1986
Joined: 6/12/2003
From: My Own Private Hell
Status: offline
quote:

ORIGINAL: Erik Rutins

It's under "My Orders" on the right hand side or click on one of the links in the top paragraphs.

Direct link (if you are logged in):

http://www.matrixgames.com/members/myorders.asp


Thanks Erik Very useful, had I known that I would not have worn out the Yahoo mail page checking it for 18 hrs

Darkspire

_____________________________

Darkspires's File Repository

(in reply to Erik Rutins)
Post #: 12
RE: I am really annoyed because.... - 5/24/2013 2:19:50 AM   
BlackRain

 

Posts: 55
Joined: 1/2/2011
Status: offline 		They resolved it quickly for me so I am now happy.

(in reply to Darkspire)
Post #: 13
RE: I am really annoyed because.... - 5/24/2013 3:26:59 AM   
jpwrunyan


Posts: 558
Joined: 12/3/2011
From: Uranus
Status: offline 		Are the registration codes linked to the MAC Address? Because I have the installation files backed up and assumed when I get a new computer that I would just re-install using those with the same product keys.

(in reply to BlackRain)
Post #: 14
RE: I am really annoyed because.... - 5/24/2013 3:36:39 AM   
Erik Rutins

 

Posts: 37503
Joined: 3/28/2000
From: Vermont, USA
Status: offline 		No, nothing is linked to your hardware, just your account here.

_____________________________

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 jpwrunyan)
Post #: 15
RE: I am really annoyed because.... - 5/24/2013 5:43:45 AM   
AminMaalouf

 

Posts: 176
Joined: 1/6/2007
Status: offline 		My Members Club account under "My registered games" has for:

Distant Worlds (31 MAR 2010) no download available
Distand Worlds - Shadows (23 MAY 2013) no download available

Could the reason be that I have reinstalled the files more than one time (HDD switch due building myself a new system, creating clean installs, switch to SDD)?

Btw. great expansion and worth the price.






< Message edited by AminMaalouf -- 5/24/2013 5:48:08 AM >

(in reply to Erik Rutins)
Post #: 16
RE: I am really annoyed because.... - 5/24/2013 6:11:08 AM   
serptex

 

Posts: 12
Joined: 3/28/2010
Status: offline 		Exactly the same situation here, having just bought Shadows under the naive assumption that you fixed the requirement to ticket a support desk just to download the games you already own. Last time I had to wait almost 3 days. Now I just got Shadows and the two expansion packs out of it but have no way of getting the original game that I can find, and I am just having my time wasted by its demands that I dig out long gone order numbers and passwords from 3 year old emails.

It is simply not reasonable to expect customers to hoard downloads and serial keys over a 3 year period, to say nothing of all the hoops you make us jump through on this horrible site (endless captchas, logons, tickets, buried links and misleading support FAQs), which I would certainly never come near again but for DW.

The only relevant FAQ at faq.asp?id=8 (I'm not even allowed to link to it it would seem) doesn't even mention the link you gave in this thread and implies you have to ticket for any download - although since there is apparently no way of getting the original game without human interaction I suppose it is correct.

I own all the DW series, but this is the last game I purchase from you until you abandon this pathetic Matrix/Plimus combo. I do not think this kind of hassle is acceptable, in fact this is the worst experience buying a game online I have ever had... Steam, Paradox, GOG, an unsecured download, anything would be better than this. Certainly this inane setup you have is costing you sales, if you've annoyed me into writing this think of all the ones who gave up (in fact I never bothered installing Legends after purchasing it because I could not get the original game).

Honestly, this is shockingly bad...

(in reply to AminMaalouf)
Post #: 17
RE: I am really annoyed because.... - 5/24/2013 6:17:41 AM   
AminMaalouf

 

Posts: 176
Joined: 1/6/2007
Status: offline 		I keep the Matrix files normally, well some of older ones not but they also had a limitation of service. In fact I had never had problems to get fresh links so far beside for the old American Revolution game where Matrix changed the system of licence control. I think they are very flexible. On the other side I think we need to understand that it is probably a robust and working solution to protect the software from being abused.

< Message edited by AminMaalouf -- 5/24/2013 6:25:14 AM >

(in reply to serptex)
Post #: 18
RE: I am really annoyed because.... - 5/24/2013 7:45:04 AM   
serptex

 

Posts: 12
Joined: 3/28/2010
Status: offline 		Well here I am still unable to play. Same thing happened before. If was interested in pirating it I would have had it quicker than it took to get legitimately even had it worked properly (and quite possibly even if I ordered the boxed version), so their absurdly backwards DRM is already far into destroying future sales territory. Honestly I feel they are making a fool out of me for supporting them. Last purchase I make from these guys until they sell it on a reasonable platform.

(in reply to AminMaalouf)
Post #: 19
RE: I am really annoyed because.... - 5/24/2013 9:16:01 AM   
Banquet

 

Posts: 1184
Joined: 8/23/2002
From: England
Status: offline 		I had the same problem with the command ops bulge game. Thought I'd saved the download somewhere but couldn't find it. Couldn't get a download link so now I can't play a game I paid about £50 for. I've had so many changes of hardware over the last year that I suspect most of the Matrix games I've purchased over the years are lost and I simply don't have the time to jump through the hoops necessary to try to get new download links. Apart from games I REALLY want (such as Shadows) I don't purchase Matrix games any more because of this. Other download providers allow you to re-download software at any point and this is so convenient. I really think Matrix ought to consider doing the same.

(in reply to serptex)
Post #: 20
RE: I am really annoyed because.... - 5/24/2013 9:35:34 AM   
IainMcNeil


Posts: 2804
Joined: 10/26/2004
From: London
Status: offline 		We understand this is frustrating when you just purchased a game and just want to play, but there are not really any hoops to jump through - just mail support and they'll issue a new download link. I understand there might be a delay before that reply arrives but it doesn't really take any effort. We are looking for better ways to re-issue downloads but it is not as simple as it sounds and as Erik says currently the only way to guarantee that the purchase is registered to your account is to do it while logged in. We're continually improving the system though so watch this space.

_____________________________

Iain McNeil
Director
Matrix Games

(in reply to Banquet)
Post #: 21
RE: I am really annoyed because.... - 5/24/2013 9:37:08 AM   
serptex

 

Posts: 12
Joined: 3/28/2010
Status: offline 		They do provide a "Digital River" retrieval link but it demands yet another defunct login and password, states my order number doesn't exist and demands part of the card number when it was ordered with PayPal. Undoubtedly this is the most amateurish, unfriendly and unusable order system I have had the misfortune to encounter.

I don't know what justification they think they have for sticking with this awful mess, but next time go with Steam or just ditch the worthless DRM attempts completely (it seems to work fine for Introversion). However much proper publishers like Steam or Paradox demand of you cannot be worse than the damage this joke of a site is inflicting on you, and since you've stuck with it for 3+ years I don't see you coming out with a usable system yourselves.

(in reply to Banquet)
Post #: 22
RE: I am really annoyed because.... - 5/24/2013 3:11:44 PM   
Osito


Posts: 875
Joined: 5/9/2013
Status: offline
quote:

ORIGINAL: Erik Rutins

Hi BlackRain,

If you were logged into our site when you purchased them, you should be able to automatically get new download links through our Members Club.

If you were not, you can contact our Help Desk (instead of Plimus) and you should get a quicker reply with new download links.

Regards,

- Erik



I wasn't previously aware of this facility, but now that I have set it up I do have one comment. It seems to allow you to change your password without any confirmation being required (i.e. you're only asked to type it in once). I guess it's not a great problem to have it reset, if you enter something different from what you intended, but I was surprised at the lack of a cross check.


(in reply to Erik Rutins)
Post #: 23
RE: I am really annoyed because.... - 5/24/2013 11:13:51 PM   
serptex

 

Posts: 12
Joined: 3/28/2010
Status: offline 		There is nothing but hoops to jump through.

Support is useless - I finally get a reply telling me to log in to yet another page (the press area now, really? You can't even issue a new download link for your own game?) and the details they tell me to use do not work. The page wouldn't even load in the first browser I tried. So far you've directly wasted at least half an hour of my time ticketing, searching your horrible site for help and futilely trying various logons. Plus the time I've chosen to spend complaining here.

I still have no ability to play the game I spent $100 on.

I'm inclined to be extremely forgiving to a small developer such as yourselves but you've exhausted all my goodwill.

(in reply to Osito)
Post #: 24
RE: I am really annoyed because.... - 5/24/2013 11:55:56 PM   
Erik Rutins

 

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

Normally they would only use the Press/Media area if you had purchased from the old store and no download link was available from the new one. I've used that option myself and it certainly works. I'd give the info they sent you another try in a different browser and ping them back. If you don't get a reply tonight, you can e-mail me at erikr@matrixgames.com and I'll see what I can do.

It's fair to add that keeping copies of your installers is always a good idea too, if you don't want to go through support to get a new download link.

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 serptex)
Post #: 25
RE: I am really annoyed because.... - 5/25/2013 1:52:00 AM   
demiller


Posts: 142
Joined: 2/7/2012
Status: offline 		I uninstalled all the DW games I had installed last night, downloaded new copies where I needed them from the Members Club, and re-installed fresh on a different HDD. Took me about 15 minutes before I was up and playing. Really, it isn't tough.

_____________________________

AKA panzerde

(in reply to Erik Rutins)
Post #: 26
RE: I am really annoyed because.... - 5/25/2013 4:28:45 AM   
Mozo

 

Posts: 96
Joined: 7/28/2009
Status: offline 		Just to say something here because I was in the same boat.

Customer support got back to me in like a couple of hours (not days!). I was so impressed. They got me a link and I only had to wait about 2 hours to play. And it was at night. VERY impressed with the courtesy and speed at which they got back to me.

Thanks Matrix Games!

Mozo

(in reply to demiller)
Post #: 27
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