Problems trying to purchase from you - fed up (Full Version)

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JonBrave -> Problems trying to purchase from you - fed up (7/11/2007 8:41:06 PM)

Hi,

I have been trying to place an on-line order with yourselves (matrixgames) for 2 of your games.

It goes off to digitalriver.com, and the long and the short is that --- once I have successfully navigated the not-very-helpful and certainly not-geared-for-non-US-purchases site --- my purchase ends up getting rejected (my original attempt was accepted, then I received an email announcing it had been cancelled with NO REASON AT ALL being given). I have verified with my credit company that there is no problem with it, and indeed they have received no requests which they have rejected.

I have spoken to "customer service" in Europe (Ireland), they haven't got a clue. I & they have spent hours trying various resubmissions, to no avail. Finally matrixgames@digitalriver.com has deigned to reply "Unfortunately, due to the error you received we will need to investigate this issue before you can attempt to place your order again."

The gist of the way its going is that I feel I'm being treated like rubbish when all I want to do is spend some money with Matrix Games. If you/they want to encourage on-line ordering, it needs to be less of an assault course with arcane suggestions as to how to attempt to fill in the form.

So....

Has anyone else had trouble with on-line ordering?

Is DigitalRiver a "part" of Matrix Games, or just a not very good/helpful out-sourced vendor?

Does anyone at Matrix Games care, and/or would like to help me spend my money with them?

Thanks.



wworld7 -> RE: Problems trying to purchase from you - fed up (7/11/2007 8:54:59 PM)

It is possible that many of the Matrix people are still in-route back from the HUGE Origins-07 convention. I am sure somebody from Matrix will respond to you within a day or so.

One of your questions I can answer.

Digital River is NOT part of Matrix. They are a large site that many companies use.

I hope this gets worked out to your satisfaction.

Be well,



Marc von Martial -> RE: Problems trying to purchase from you - fed up (7/11/2007 9:09:20 PM)

Quick question, did you use the UK portal of the online shop?



Hertston -> RE: Problems trying to purchase from you - fed up (7/11/2007 9:12:53 PM)

I've never had any trouble at all in 18 (ulp..) purchases now from Matrix via the UK store. The Matrix bods are very helpful but as the last poster said they have decamped en masse to Origins this week. I'm sure someone will sort it out when they get back, if its anything DR can do. Despite the denial it may well have as much to do with the credit card company.

EDIT: Well, except Marc anyway!



ravinhood -> RE: Problems trying to purchase from you - fed up (7/11/2007 9:38:08 PM)

Everytime I read one of these I get to smile really big [:D] Cause yah all know how I feel about online purchasing and downloading. [:D] But, I do hope your problem gets solved (and most likely it will when Erik sees this). Even though it makes me smile when I see online purchasing difficulties [:D] I hate it. ;)



carnifex -> RE: Problems trying to purchase from you - fed up (7/11/2007 9:44:09 PM)

As someone who has experience with cc verification systems, the most frequent cause of failure is address mismatch, particularly the postal code.  Make sure the address you enter precisely matches the one that the credit card has on file for you.



Doggie -> RE: Problems trying to purchase from you - fed up (7/12/2007 1:38:46 AM)

Hey, I'm sure bitching at people at Matrix games for an error that's most probably on your end will certainly help speed things along.  Thousands of people buy Matrix games with no problem, but because you've experienced some difficulty, it simply must be their fault.



Brigz -> RE: Problems trying to purchase from you - fed up (7/13/2007 3:28:21 AM)

I have made four purchases online from Matrix. All four went perfectly. No problems. The order was processed and I was downloading in less than 10 minutes. All four downloads went perfectly and all four installations were perfect. Received all my hard copies within two weeks. Couldn't be simpler. Not saying there isn't a possibility of a snag occasionally but so far I'm 4 for 4. That's batting a thousand. Too bad everyone doesn't have the "luck" I seem to have.[;)]



ravinhood -> RE: Problems trying to purchase from you - fed up (7/13/2007 3:50:15 AM)

Statistics say something is going to go wrong I don't care how good the service is. I can't get some games to play on my system that others can get to play on theiirs. It's just our murphy's law time. The OP got zapped, but, I'm pretty sure Erik will take care of it it's just going to take time. If only we could live in a perfect world where everything worked perfectly, but, alas we don't so, it's best to remain calm, give Eric et al time to read your issue and I'm sure it will get resolved in time. ;)



Erik Rutins -> RE: Problems trying to purchase from you - fed up (7/13/2007 4:30:33 AM)

Jon,

Sorry to hear about your troubles. If you haven't already had this resolved by our Support, feel free to e-mail me directly at erikr@matrixgames.com. I'll need your order info, as much as you can provide, so that we can find out what's going on. This is obviously a problem of some kind on Digital River's side in the online store, so we need to work with them to find out why your card is being rejected and fix the problem. The vast majority of orders go through without a problem so there must be something fairly unique involved that DR's store is not expecting.

Regards,

- Erik



MikeBrough -> RE: Problems trying to purchase from you - fed up (7/13/2007 11:07:16 AM)


quote:

ORIGINAL: Doggie

Hey, I'm sure bitching at people at Matrix games for an error that's most probably on your end will certainly help speed things along.  Thousands of people buy Matrix games with no problem, but because you've experienced some difficulty, it simply must be their fault.


Hey, pooch, if his order was accepted but then cancelled by email with no explanation, I'd say there was something, at least, lacking in DR's system. The underlying problem may be the OP's fault but the email reply doesn't help. Remember, it's in DR's and Matrix's interests to sell these games - they're not doing us a favour.



tormy -> RE: Problems trying to purchase from you - fed up (7/13/2007 5:31:42 PM)

Tbh I hate buying games online....Ive bought some games actually, but 2 times Ive never got my game. [Non Matrix games] ... so I decided to only buy games directly from the shop.



ravinhood -> RE: Problems trying to purchase from you - fed up (7/13/2007 7:32:23 PM)


quote:

ORIGINAL: tormy

Tbh I hate buying games online....Ive bought some games actually, but 2 times Ive never got my game. [Non Matrix games] ... so I decided to only buy games directly from the shop.


Woohoo a coverted soul, we love yah man. Now be sure and tell all your friends to follow suit and for them to tell all their friends and so on an so forth and maybe we can nip this online selling of downloadable products in the bud before it gets out of hand. ;)
I don't mind ordering a tangible product that much from online. But, online downloading of a product that's another thing. It would be fine if the company could guarantee you it would be in business forever and that you would never lose your product or the ability to redownload it forever, but, they can't do that and they can promise the moon that they will give everyone some code that allows them to be able to do it forever, but, well, companies are in buisness to sell and they will tell you anything to make a sale. I know I was in the retail industry and I know what they told us. It's not that you outright lie to the customer, you just don't tell them the "WHOLE" truth. lol



Terl -> RE: Problems trying to purchase from you - fed up (7/13/2007 8:02:47 PM)

I have no problems purchasing downloadable games. The problems come in when it requires an internet connection to activate, then I get concerned. But, buying a game from Matrix is just fine to me.



eastwindrain -> RE: Problems trying to purchase from you - fed up (7/13/2007 8:28:31 PM)

Had a problem once, which was leaving a space between the groups of four numbers as shown on the credit card.
This is how I always place an order on all other online sites.

However digitalriver requires you to group all the sixteen numbers together in one group !!!, could this be the problem.



Brigz -> RE: Problems trying to purchase from you - fed up (7/14/2007 12:08:26 AM)


quote:

ORIGINAL: ravinhood


I don't mind ordering a tangible product that much from online. But, online downloading of a product that's another thing. It would be fine if the company could guarantee you it would be in business forever and that you would never lose your product or the ability to redownload it forever,.....

But Matrix does offer a quarantee. I got mine about 10 days after downloading the game I ordered. It's called a CD hard copy of the game. Sure I paid an extra ten bucks for it but I don't have to worry about ever downloading it again. Not trying to be a Matrix fanboy but it's not a big problem. You guys are crying a river about Digital River.

But I forget myself ravinhood....ten bucks to you is like a hundred bucks to the rest of us.[;)]



JudgeDredd -> RE: Problems trying to purchase from you - fed up (7/14/2007 1:39:16 AM)

quote:

ORIGINAL: ravinhood

I don't mind ordering a tangible product that much from online. But, online downloading of a product that's another thing.

With Matrix, as well you know, you get a physcial and DD...so you can have the game right away and get your copy shipped to you. I think it's an absolutely fabulous way to do business and they should be congratulated.
quote:


It would be fine if the company could guarantee you it would be in business forever...

No company can EVER gaurantee that....
quote:


...and that you would never lose your product or the ability to redownload it forever, but, they can't do that and they can promise the moon that they will give everyone some code that allows them to be able to do it forever, but, well, companies are in buisness to sell and they will tell you anything to make a sale.

Like you can be guaranteed to pick the game up at a retailer forever? Like when? So your problem is? Of course they are in the business of making money...isn't that the nature of the business. Besides, you DD your version, then yu burn it to disk, with the serial number. What's the problem. You have your DD and physical by burning it yourself....then you have the added bonus of buying the physical as well...so 2 physical copies for safeguarding!!!

quote:


I know I was in the retail industry and I know what they told us. It's not that you outright lie to the customer, you just don't tell them the "WHOLE" truth. lol

Then you know, presumably to some level, what the retail industry costs developers and publishers....so isn't digital downloads (with the option of a physical copy AND manual) a good thing?

Your problems are your own...get over them.

Of course, I am forgetting....you are as tight as a squirrels arse passing nuts!



ravinhood -> RE: Problems trying to purchase from you - fed up (7/14/2007 6:01:24 AM)

quote:

quote:


It would be fine if the company could guarantee you it would be in business forever...


No company can EVER gaurantee that....


What? You've never seen the LIFETIME guarantee? I have several where the companies went out of business before my lifetime ended. lol They may not can do it, but, they certainly do it. Just another sales gimmick pitch to sell a product.

quote:

Besides, you DD your version, then yu burn it to disk, with the serial number. What's the problem. You have your DD and physical by burning it yourself....then you have the added bonus of buying the physical as well...so 2 physical copies for safeguarding!!!


Not everyone owns a burner nor should they have to. Products should be sold in stores plain and simple. With the exorbitant fees Matrixgames charges they should provide everything and at reduced costs like everybody else. ;) Box, DVD, printed manual, some collectors item(s) inside (posters, laminated maps, grease pencils, pewter models) ;). Why you should see some of the stuff I've gotten for $25 or less from other companies. ;) Plus when I buy in a store I don't have to wait like some of these guys are having to do for a fix. If I have a bad product I can get a fix same day, just return it to store for another game, if they don't have one then I get my money back or credit or can get another product. Stores are much more customer friendly. ;) Long live brick n mortar stores, down with direct download. ;) And the ULTIMATE thing brick n mortar stores do is provide BARGAIN BINS. Those lovely areas where $50 software is reduced to less than $10 and sometimes $5. ;) You won't find that at Matrixgames download page. ;)



Phatguy -> RE: Problems trying to purchase from you - fed up (7/14/2007 6:27:03 AM)


quote:

ORIGINAL: ravinhood

quote:

quote:


It would be fine if the company could guarantee you it would be in business forever...


No company can EVER gaurantee that....


What? You've never seen the LIFETIME guarantee? I have several where the companies went out of business before my lifetime ended. lol They may not can do it, but, they certainly do it. Just another sales gimmick pitch to sell a product.

quote:

Besides, you DD your version, then yu burn it to disk, with the serial number. What's the problem. You have your DD and physical by burning it yourself....then you have the added bonus of buying the physical as well...so 2 physical copies for safeguarding!!!


Not everyone owns a burner nor should they have to. Products should be sold in stores plain and simple. With the exorbitant fees Matrixgames charges they should provide everything and at reduced costs like everybody else. ;) Box, DVD, printed manual, some collectors item(s) inside (posters, laminated maps, grease pencils, pewter models) ;). Why you should see some of the stuff I've gotten for $25 or less from other companies. ;) Plus when I buy in a store I don't have to wait like some of these guys are having to do for a fix. If I have a bad product I can get a fix same day, just return it to store for another game, if they don't have one then I get my money back or credit or can get another product. Stores are much more customer friendly. ;) Long live brick n mortar stores, down with direct download. ;) And the ULTIMATE thing brick n mortar stores do is provide BARGAIN BINS. Those lovely areas where $50 software is reduced to less than $10 and sometimes $5. ;) You won't find that at Matrixgames download page. ;)



Very true on the bargain bins.. I remember going thru Abilene TX a while back and stopping with the wife in the mall there. While she went shopping for her stuff I popped into Gamestop there. Let me tell you, NIRVANA!!!! Picked up Titans of Steel for 4.99, Highway to the Reich for 9.99 and Uncommon Valor for 9.99! Thats just the Matrix stuff. My wife pretty much had to drive to Buffalo without my help... Having something like this happen now is impossible with no Matrix stuff in brick n mortar stores. Big difference between paying a tenner for Highway and close to 70 bucks for CEAW(which I did)



JudgeDredd -> RE: Problems trying to purchase from you - fed up (7/14/2007 9:41:43 AM)

I've already explained to you before, ravinhood....the bargain bin hurts one person...the developer...the guy you want to make games for you. It's a 100% counter productive scenario.

You want a developer to make games, and yet you wait until the product is at a price where said developer gets virtually nothing from the sale.

A very, very small percentage of a sale from software goes to the developer. The biggest chunk goes to the retailer. That's why digital download is of such a big benefit to developers.

There isn't anything wrong with the occasional bargain bin purchase...especially if it was a game you wouldn't have bought anyway. But to use it constantly is just killing the industry you use. In fact, it's akin to being parasitic in nature, being as you constantly rely on other people to keep the developers of your games in business.

Perhaps it's about time you supported the business you so often slag off on these forums.

One other thing...after finding out about Matrix Games supplying printed manuals and loudly stating (and I quote)
quote:


...I'm glad my bitchin finally paid off. ;) (Or got ME what I wanted at least) See, works with Matrixgames just like it does with McDonalds and Walmarts....I'm always right and I always gets what I want....eventually. lol

To me the $10 extra is now worth it for the cd/manual. You're providing me a service I wanted and don't force me to use a sorry PDF (FILE). I'm gonna start tellin everyone now again about Matrixgames. I won the war, but, it was a long fought battle. hehe

...have you even bought a Matrix title since posting this?

Didn't think so. [:-]



Charles2222 -> RE: Problems trying to purchase from you - fed up (7/14/2007 10:34:51 AM)


quote:

ORIGINAL: Dave Briggs


quote:

ORIGINAL: ravinhood


I don't mind ordering a tangible product that much from online. But, online downloading of a product that's another thing. It would be fine if the company could guarantee you it would be in business forever and that you would never lose your product or the ability to redownload it forever,.....

But Matrix does offer a quarantee. I got mine about 10 days after downloading the game I ordered. It's called a CD hard copy of the game. Sure I paid an extra ten bucks for it but I don't have to worry about ever downloading it again. Not trying to be a Matrix fanboy but it's not a big problem. You guys are crying a river about Digital River.

But I forget myself ravinhood....ten bucks to you is like a hundred bucks to the rest of us.[;)]


Let's see if I understoof you. You said that you DD'd right away and thus were able to play immediately and on that same order opted to pay $10 more to get a physical copy? I just want to make sure you can do that, which would make me a whole lot less hesitant to order. I hate just getting a DD, and I hate waiting for the physical copy, if those are my only choices. Should you opt for the DD -and- the physical copy for $10 more, you get a box, a cd, and a manual, correct?



Brigz -> RE: Problems trying to purchase from you - fed up (7/14/2007 11:22:38 AM)

quote:

ORIGINAL: Charles_22

Let's see if I understoof you. You said that you DD'd right away and thus were able to play immediately and on that same order opted to pay $10 more to get a physical copy? I just want to make sure you can do that, which would make me a whole lot less hesitant to order. I hate just getting a DD, and I hate waiting for the physical copy, if those are my only choices. Should you opt for the DD -and- the physical copy for $10 more, you get a box, a cd, and a manual, correct?


Yes. Absolutely. I recently bought Carriers at War. You can DD it and get it right away with no CD or printed rules for $49.95. You can opt to order it DD and Hard Copy for $59.95. You would then get to download the game and play it right away and you will be sent a Box with CD and a printed rules book about one or two weeks later. That's what I got. Just go to the store and see what they are offering. You can check the prices there.



JudgeDredd -> RE: Problems trying to purchase from you - fed up (7/14/2007 11:39:53 AM)

The only slight issue is the DD+Physical option doesn't become available as soon as the DD option is...and that's because, I think, a company is not allowed to sell a product they do not physically have...so they need a burned master etc before they can provide the option to sell it.

Normally the DD+Physical sale option is available the same day...normally



JudgeDredd -> RE: Problems trying to purchase from you - fed up (7/14/2007 11:41:34 AM)

That's exactly what I do...I wait for the DD+Physical option to become available and then I buy...but only if I want a printed manual for the game (normally my preferred option)



ravinhood -> RE: Problems trying to purchase from you - fed up (7/14/2007 2:01:38 PM)

But, what you don't understand Judge, if the product was in a brick n mortar store I would buy them more often. I'm not going to support what I don't like or agree with period. Plus they haven't made printed manuals for the games I am interested in yet. When they do that and christmas rolls around I intend to buy some games then, but, thru NWS who will match their christmas prices and I'll get the Hard copies of them with printed manuals for $10 less than buying thru them. ;)

BTW I recently picked up "Medieval 2 Total War" off ebay for $16 ;)

Now, while you have money to toss into the wind, I prefer the be a more thriftful shopper and save as much as possible. We've had these conversations many times and it's not going to change who and what and the way I am about purchasing GAMES. Games are not a necessity for MY LIFE, they might be for you, but, they certainly aren't for me. Plus as said before when a person like RON DOCKAL can put out some great games and still hold a regular job then there's always going to be someone to pick up the torch when another goes out of business. SSI went by the wayside, did computer wargames stop getting made? NO. Microprose went by the wayside, did your 3D action oriented wargames go by the wayside? NO. 3DO is gone, did fantasy strategy games go by the wayside? NO!. There will always be someone to pick up the torch when one of them goes down or out of business. Gary Grigsby used to be with SSI, look who he's with now and if Matrixgames should fall he would advertise his talent to another publisher, it's not the end of the world for anyone for people like me to seek bargain prices for GAMES. ;) You're just jealous because you can't control your spending like I can and you have no patience like I do. haha But, I do thank you for supporting my hobby while you support your addiction and habit. lol We all were there once, I was the same way in my early years of life and computer gaming. But, I grew up and got older and with age comes wisdom and with wisdom is the ability to stop the addiction and habit and become a more patient person in life. ;)



JudgeDredd -> RE: Problems trying to purchase from you - fed up (7/14/2007 4:26:51 PM)

quote:


...then there's always going to be someone to pick up the torch when another goes out of business

Nuff said.

I think that explains your attitude totally...in that wee snippet, it completely sums you up. Out of all the posts you've made, that sums you up
100%.

I happen to care what happens to people who try to provide something for me to enjoy. I think that whilst it may just be a business to them, they work hard to produce something for me to have a good time with. It gives me no pleasure in knowing that a company (one man band or otherwise) goes out of business. I don't mind paying full price for a game that's good. If a game "isn't really my thing", I may pick it up on bargain bin....maybe.

My point stands and yours is lame, ravinhood. If every one of us waited for bargain bin games, we'd be playing console games. So I accept your gratification, however it was presented, for keeping you in the hobby you so enjoy.

Couple of things before I sign off though...
  1. Don't make assumptions about who I am...you have no idea
  2. I am not trying to change the way you shop...I'm just explaining the bleeding obvious
You keep telling people how old and wise you are in all these useless posts...how come, if really are that wise you constantly paint yourself as a complete knobhead with these arrogant, self centered, egotistical posts?

And, on a final note....stop being an arsehole. I'm not telling you for my benefit....



JonBrave -> RE: Problems trying to purchase from you - fed up (7/14/2007 8:05:00 PM)

I'm the original poster here....

Sorry, I did not get the emails when people replied, so I didn't come back here, thinking nothing was happening. Thank you to all posters here, especially Erik Rutins, had I needed him.

The good news is, at the moment, DigitalRiver seem to have accepted my latest attempt.  It'll be interesting to see whether anything arrives.....

The bad news is, it took me, oohh, say 10 attempts across a week; hours of retyping.  The final one I typed in same stuff as first attempt, which DR "cancelled" *after* they had accepted it and successfully placed charge request against my card, and never gave an explanation for. (To those who said it must be my fault......)  Half a dozen emails at least exchanged with DR. Not one helpful reply by them, every time just a fixed set answer template, no matter what question I tried asking them.

I'm sure the details are boring.  Matrix Games is fine, Digital River stinks so far as I am concerned.  Might be good for US corporate purchases, certainly not for non-US non-corporate: the form you have to fill in doesn't even make any sense if you're a non-US home user.  And, yes, I did use the UK "portal".  If I have any choice, I would never purchase anything via them again.

Thanks for all your concern.



ravinhood -> RE: Problems trying to purchase from you - fed up (7/14/2007 8:12:44 PM)

Lol Judge is all flustered up again. Wonder how that happened. ;)



Zap -> RE: Problems trying to purchase from you - fed up (7/14/2007 8:35:46 PM)


I happen to care what happens to people who try to provide something for me to enjoy. I think that whilst it may just be a business to them, they work hard to produce something for me to have a good time with. It gives me no pleasure in knowing that a company (one man band or otherwise) goes out of business. I don't mind paying full price for a game that's good. If a game "isn't really my thing", I may pick it up on bargain bin....maybe. JudgeDredd

Yes, and if the company has decent goals set(like Matrix) I find it good for me to support them. Yes, Even if they don't always meet my standards with every game they distribute. I'll buy the ones that interest me.

Actually, having a company like Matrix grow in revenue should allow good quality games to continue to be produced. I see little or no good come from

Ravinhoods view, quote "then there's always going to be someone to pick up the torch when another goes out of business" .

What the wargaming industry needs right now is some stability to allow for game development.




Charles2222 -> RE: Problems trying to purchase from you - fed up (7/15/2007 9:41:35 AM)

Thanks. This in some ways is better than buying at the store, because you don't even have to leave the house, assuming the postman will stuff it in the mailbox (if it's USPS) not get told that the copies sold out when you get to a store. I believe ravinhood spoke of a return policy, but I don't know where he got that from, becuase that policy no longer exists in Dallas anyway. I think that has been out since '95.

BTW, is there tax? If not, just one more reason it's better than the store. When you consider you can't get wargames pretty much at the store, then paying that $10 is a really good deal.



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