My order is not there to download (Full Version)

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ColinF -> My order is not there to download (12/5/2006 4:39:11 AM)

Just to recapitulate. On 30 November 2006 I bought Forge of Freedom, received the confirmatory email and started to dl. This was interupted due to a thunderstorm.....I had to switch off my computer.

Now my order is not on the site to dl. I have tried the order number...1617076776 plus password and the email address plus last 5 digits of my credit card. The first method does nothing...."your order cannot be found", the second shows my last purchase WPO last year.

I have emailed support plus Mr Erik Rutin and have had no reply or acknowledgent. I have posted my problem on the "downloads problems" thread here without any response from matrix staff.

What exactly am I supposed to do next?

I am not happy [:@]



ColinF -> RE: My order is not there to download (12/5/2006 9:29:35 AM)

BUMP



ColinF -> RE: My order is not there to download (12/5/2006 1:40:09 PM)

BUMP..UNTIL SOMEONE ANSWERS MY PROBLEM...I PAID FOR THIS GAME PLEASE SUPPLY IT.



Erik Rutins -> RE: My order is not there to download (12/5/2006 2:30:33 PM)

Colin,

E-mailing me unfortunately wouldn't have helped before now as we lost power, phone and internet here on Friday night during an incredible storm and just got it back. I don't see your e-mail in those that I just downloaded, could you please re-send and be sure to copy support@matrixgames.com as well, which is always monitored by someone? Thanks, we'll get this all sorted out for your today.

Regards,

- Erik



ColinF -> RE: My order is not there to download (12/5/2006 10:59:37 PM)

Thank you Erik, I was starting to feel neglected. I have emailed you again through this site and also emailed support.

Look forward to being able to receive the game.

Regards

Colin



Adam Parker -> RE: My order is not there to download (12/5/2006 11:22:23 PM)

quote:

ORIGINAL: Erik Rutins
...we lost power, phone and internet here on Friday night during an incredible storm and just got it back.


Goodness me, that would have been very hard. Hope you are all ok.

So you both had storm related issues!

I knew this would work out for you Colin.

Cheers mate,
Adam.



ColinF -> RE: My order is not there to download (12/6/2006 12:23:49 AM)

Our storm here in New South Wales Australia was a doozy on Friday. We had hail the size of golf-balls and lightning resembling an artillery barrage. The night was banished for an hour. And this in our Summer.




Erik Rutins -> RE: My order is not there to download (12/6/2006 5:19:30 AM)

Colin,

quote:

ORIGINAL: ColinF
Thank you Erik, I was starting to feel neglected. I have emailed you again through this site and also emailed support.

Look forward to being able to receive the game.

Regards

Colin


I still haven't received your e-mail, unfortunately. Could you re-send it as a forum PM please, if you haven't heard back from support yet?

Regards,

- Erik



ColinF -> RE: My order is not there to download (12/6/2006 6:38:01 AM)

Erik, I sent it through the normal email system. I sent the email to support via normal email.

Strange you didn't get it as I copied it to myself with no problem.

Haven't heard from them yet.

Will now send again thru this forum email.

Colin



ColinF -> RE: My order is not there to download (12/7/2006 4:02:48 AM)

Many thanks, my order is now available and I am downloading it even as I type this.

[:)]



jchastain -> RE: My order is not there to download (12/7/2006 5:08:00 AM)


quote:

ORIGINAL: ColinF

Many thanks, my order is now available and I am downloading it even as I type this.

[:)]



Awesome! Just to throw my own two cents worth in, it is great to see that some people can experience a bit of adversity and still keep their head about them and work through it without throwing a tantrum. In a similar situation, I hope I would be as reasonable. Thanks for setting a great example for all of us and here's to hoping you enjoy the game.



Temple -> RE: My order is not there to download (12/7/2006 5:18:39 AM)

Matrix was very responsive a few months ago when I ordered TOAW3 & COTA & H3ANW (they came out on practically the same day[X(]) and one of the serial numbers wouldn't work. They got it all straighten out in a couple of hours. I have no qualms about ordering from Matrix. 



jchastain -> RE: My order is not there to download (12/7/2006 5:43:49 AM)


quote:

ORIGINAL: Temple

Matrix was very responsive a few months ago when I ordered TOAW3 & COTA & H3ANW (they came out on practically the same day[X(]) and one of the serial numbers wouldn't work. They got it all straighten out in a couple of hours. I have no qualms about ordering from Matrix. 


Agreed. Matrix has some of the best support I have seen from a game company. Problems happen with even the best companies though, and it is still great to see people who handle it in a mature manner.



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