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Eastern -> Digital River (1/5/2009 11:14:38 PM)

I am advicing Matrix to search another distributing company for Europe because this company is nothing for the honest costumer, you even can't complain or hold their billing whenever something is wrong and believe me most of the time its wrong whatever they do. More then an automated answer you'll never have, no good if you ask me !!
Please some reactions folks, so Matrix can see what a mess this is for their European market[:@]



Lützow -> RE: Digital River (1/5/2009 11:27:05 PM)

I second this.

Still waiting for a game which I ordered and payed more than two month ago. Seems the Pony Express got ambushed underway or something from outer space ate the shipment.



Erik Rutins -> RE: Digital River (1/6/2009 12:08:25 AM)

Eastern,

I've replied to you three times by e-mail since Christmas. Are my e-mails not reaching you? I just sent another one.

Lutzow,

We manually changed the address on your original order, which I confirmed was shipped out. We then shipped a second free order when that didn't arrive to the same address you sent us. I can confirm that was sent out. Are you saying neither one arrived? The odds of both going missing seem incredibly small. Is someone stealing your mail or did you give us the wrong address?

Regards,

- Erik



Lützow -> RE: Digital River (1/6/2009 12:42:57 AM)

Erik,

I'm feeling funny meanwhile for stressing this again, but can you please track the last shipment ? The correct house number should be '49', according to the emails I sent you and nobody steals my mail, as UPS is delivering to my door. In addition DR could simply check my usual shipping address. I purchased like 6 or 7 games last year, some as digital download and others as physical copy.



Erik Rutins -> RE: Digital River (1/6/2009 2:13:35 AM)

Ok, I'll track it tomorrow. I made sure the second one was sent with trackable shipping (instead of postal service) after the first one didn't arrive.



Kuokkanen -> RE: Digital River (1/6/2009 7:13:24 AM)

I have some gripe against Digital River too. I had ordered Starshatter 4 (physical shipment) several years ago, payment by wire transfer (or giro), I got bill with TWO DIFFERENT REFERENCE NUMBERS, and I didn't get prompt answer which number to use. That sucked! But Marc was very eager to help out, and I eventually got the game, over month after ordering it.



Erik Rutins -> RE: Digital River (1/6/2009 12:53:50 PM)

I won't pretend that DR is perfect (far from it) but we do try to fix any problems they cause very quickly, so usually our support alleviates any mistakes they might make. Even with that said, in terms of the actual percentages something like 99% of orders go through problem free from start to finish.



JudgeDredd -> RE: Digital River (1/6/2009 1:31:49 PM)

Touch wood, I've never had a problem with Digital River, for physical shipments or DDs



PnHobbit -> RE: Digital River (1/6/2009 3:12:17 PM)

I've never had an issue with them through 3 separate orders.



PunkReaper -> RE: Digital River (1/6/2009 4:37:30 PM)

so far so good with me as well.



Eastern -> RE: Digital River (1/6/2009 5:35:09 PM)

I really think that DR has all the luck that Erik Rutins from Matrix has the knowledge to handle things the right way, I advice him to do the European distributing himself, there wouldn't be a single problem. I don't know what those guys (DR) are doing all day and they better answer their mails instead off throwing in an automated answer every time, what kind off slappy bussiness is this ?
Thanks for concerning the European market Erik , there are many strategy/war games players who love the Matrix games and search for more off this, but it isn't easy this way, and Matrix doesn't visit good old Europe much.



Widell -> RE: Digital River (1/6/2009 6:46:15 PM)

No issues from my side either. Both physical and downloads work like a charm.



Grell -> RE: Digital River (1/6/2009 7:16:23 PM)

I always thought DR was fabulous, I would never have thought people are having problems, I feel for you.

Regards,

Grell



2ndACR -> RE: Digital River (1/6/2009 7:44:21 PM)

9 games and never had a single issue with download and physical. Always recieved within 2 weeks or less. But I am US, so guess that does not count.



Eastern -> RE: Digital River (1/7/2009 2:17:21 PM)

Ok fellow gamers, in the answers you gave me so far I see only the old mainland of Europe has troubles. Is Digital River divided in regions ?? Is there a weak part of the chain ?? I am from Belgium, I saw problems in Germany and further inland , from where came are deliveries ?? Uk and Canada no problems ??



Marc von Martial -> RE: Digital River (1/7/2009 3:50:07 PM)

All DR orders that go through the EU storefront are shipped from the same warehouse in the UK.



Lützow -> RE: Digital River (1/12/2009 10:21:48 AM)


quote:

ORIGINAL: Erik Rutins

Ok, I'll track it tomorrow. I made sure the second one was sent with trackable shipping (instead of postal service) after the first one didn't arrive.


Are there any results from tracking as yet ?



Eastern -> RE: Digital River (1/12/2009 3:38:40 PM)

My long awaited game came through at last before the weekend !! With a courier service !! Not thanks to Digital but to Erik Rutins I am sure !! With my regards Erik !!



Mark71 -> RE: Digital River (1/12/2009 5:47:53 PM)

I ordered CC WaR (digital + box) a couple of months back and it was not delivered. I contacted support (available at the top of the page) and a new copy was shipped and this time delivered without further ado (through UPS with tracking). Compliments on the great customer service! 



Erik Rutins -> RE: Digital River (1/12/2009 6:45:19 PM)


quote:

ORIGINAL: Lützow
Are there any results from tracking as yet ?


Yes, sorry. The second copy was in fact shipped to your old address (DR's mistake). A third copy went out next week to the correct new address (where the first one went too). It's being tracked, let me know when it arrives please. It should be there this week.



sterckxe -> RE: Digital River (1/13/2009 7:11:01 AM)

quote:

ORIGINAL: Eastern
I don't know what those guys (DR) are doing all day and they better answer their mails instead off throwing in an automated answer every time, what kind off slappy bussiness is this ?


DR "handles" the (digital) distribution for a lot of companies, Matrix is just a minor customer for them. The real problem is that DR has sort off a monopoly on this after having bought-up most of the competition so Matrix is out of options too.

quote:

ORIGINAL: Eastern
Thanks for concerning the European market Erik , there are many strategy/war games players who love the Matrix games and search for more off this, but it isn't easy this way, and Matrix doesn't visit good old Europe much.


They've been at the Crisis wargame convention in Antwerp every year for the past 5 years - close enough ? [;)]

Greetz,

Eddy Sterckx



Eastern -> RE: Digital River (1/14/2009 6:00:06 PM)

Hi neighbour, I remember a couple of years ago Matrix visited Antwerp, but every year ??
I don't recall they have visited last year or the year before ?? I visited the Crisis WC before but I couldn't the year that Matrix was anounced (shame on me), by the way , what 's the date for this year for the excellent convention ?? grtz Eastern



sterckxe -> RE: Digital River (1/14/2009 6:49:47 PM)

quote:

ORIGINAL: Eastern
Hi neighbour, I remember a couple of years ago Matrix visited Antwerp, but every year ??
I don't recall they have visited last year or the year before ??


Yup - every year for the past 5 years - we've got a rather good spot as well - from the main entrance, down the stairs to the left, first booth on the right

quote:

ORIGINAL: Eastern
I visited the Crisis WC before but I couldn't the year that Matrix was anounced (shame on me), by the way , what 's the date for this year for the excellent convention ?? grtz Eastern


Early November most likely. See you then.

Greetz,

Eddy Sterckx






Eastern -> RE: Digital River (1/14/2009 9:21:46 PM)

Ooops , they did it again !!!! Thanks Digital or who was it !! I was so pleased to got my game at last (World War One)
Today I wanted to install it, suddenly it asked to insert the second cd , I had only ONE !!!
Do they check their boxes before shipping ?? And now ?? Wait another 2 months ??



Erik Rutins -> RE: Digital River (1/14/2009 11:04:58 PM)

Unbelievable. I've just e-mailed them, but won't get a reply on this until tomorrow. Please e-mail me with any further updates.



Marauders -> RE: Digital River (1/15/2009 2:46:10 AM)

Does Digital River do the physical shipments?

Two games came with broken disc cases that caused scratched floater discs.

I guess I can partially blame the postal system for that, but some better protection may help.



daz1333 -> RE: Digital River (1/15/2009 3:05:00 AM)

[:@] hello all. I totally agree with the sentiment of this discussion. These people are an absolute disgrace. I have had multiple problems trying to download a game I purchased. I've had nothing but the same response over and over again. None of these responses has assisted me in downloading the game despite my continued feedback. In addition to this, they outright refuse to offer a refund or even provide a hard copy. They also have this stupid policy of disallowing any further attempts to download after 30 days, which means that I am now unable to continue to try and solve the problem. So basically beware; these people will defraud you of your money.



Erik Rutins -> RE: Digital River (1/15/2009 5:01:55 AM)


quote:

ORIGINAL: Marauders
Does Digital River do the physical shipments?
Two games came with broken disc cases that caused scratched floater discs.
I guess I can partially blame the postal system for that, but some better protection may help.


Yes, they do the physical shipments as well. Send me your order info, I'll see what I can do.



Erik Rutins -> RE: Digital River (1/15/2009 5:06:13 AM)


quote:

ORIGINAL: daz1333
[:@] hello all. I totally agree with the sentiment of this discussion. These people are an absolute disgrace. I have had multiple problems trying to download a game I purchased. I've had nothing but the same response over and over again. None of these responses has assisted me in downloading the game despite my continued feedback.


Have you tried contacting us at our Help Desk? Please note that DR support and our support are not the same. I can assure you that there are a lot of folks successfully downloading their purchases right now, so I'm sure we can figure out what's causing the problem in your case and get you around it.

quote:

In addition to this, they outright refuse to offer a refund or even provide a hard copy.


All sales are final is the stated policy, unless we can't get the game to work on your system. Unfortunately, it's a limitation of the online store that we can't "upgrade" an existing order to add a physical copy. Please e-mail me at erikr@matrixgames.com, I'm sure we can get your download to succeed.

quote:

They also have this stupid policy of disallowing any further attempts to download after 30 days, which means that I am now unable to continue to try and solve the problem. So basically beware; these people will defraud you of your money.


That's not true actually, all our customers by default can re-download up to a year after the purchase and longer if you get the download insurance. As I said above, there's no reason you should not be able to get the game you purchase, please contact me directly.

Regards,

- Erik



V22 Osprey -> RE: Digital River (1/15/2009 5:19:11 AM)

nevermind



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