Another customer's game won't start. (Full Version)

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port0871 -> Another customer's game won't start. (1/18/2009 3:38:27 AM)

I bought this game five days ago. Paid $50 for it. Downloaded it, and the 1.06 patch. And, you guessed it, it doesn't work.

I filed my problem on January 13th with the online helpdesk, which said I should get a response within 24 hours. Still shows pending, no response.

Full disclosure: I'm a computer user, not a programmer. I imagine it's very difficult to program games, and to keep them running when you're at the mercy of updates from Microsoft. I can understand this.

I went to the slitherine website, downloaded their Java fix, but it doesn't work because I bought it from Matrix games. I searched Matrix for their Java fix, but can only find the 1.06 patch and the 1.07. I downloaded and loaded the 1.07, and still no luck.

I get the menu screen, then when I click "PLAY" nothing happens.

I admit, in retrospect, that before paying my money for the game I should have read all the forums. Or maybe Matrix should have a disclaimer when you're buying the game, which states that a lot of people have had problems getting the game to run for months now.

This isn't the first game I've bought from Matrix: I'm a big fan of Uncommon Valor and Pacific War. But at the risk of throwing down the gauntlet too early, it may be the last game I buy from this site.

Here's my question to Matrix, Slitherine, or whomever can answer it: is there in fact going to be some sort of fix for this game, or will people keep buying something they can't even play? Selling a product you know at this time to be flawed, in the vague hope that you can eventually get it running for your paying customers, seems at the least unethical.

And I know, it's Microsoft's fault, you say. But I didn't pay $50 to Microsoft to play your game; I paid it to you.




U2 -> RE: Another customer's game won't start. (1/18/2009 6:49:33 AM)

Using Vista?

Right click on the desktop shortcut and run it under "administrator". The game will not work otherwise. Had the same problem.

Hope this helps and enjoy the game!



port0871 -> RE: Another customer's game won't start. (1/18/2009 12:22:57 PM)

Negative, I'm using XP.



IainMcNeil -> RE: Another customer's game won't start. (1/19/2009 3:08:29 PM)

Can you try running the game from the start menu instead of the autorun program or vice versa. I think Erik said there was an issue with running it in one way or the other but I don't remember which. I thought they had fixed it though and Erik will get it sorted ASAP if not. 



port0871 -> RE: Another customer's game won't start. (1/20/2009 9:39:54 PM)

I tried from the Start menu, and even going into My Computer. Nothing works with it.



firepowerjohan -> RE: Another customer's game won't start. (1/20/2009 9:47:05 PM)

For reference, did the game work out of the box before you patched to 1.06? Trying to figure out if this is a performance problem or tied to the Matrix patch.



Erik Rutins -> RE: Another customer's game won't start. (1/20/2009 10:05:13 PM)


quote:

ORIGINAL: Iain McNeil
Can you try running the game from the start menu instead of the autorun program or vice versa. I think Erik said there was an issue with running it in one way or the other but I don't remember which. I thought they had fixed it though and Erik will get it sorted ASAP if not. 


We fixed that issue in the v1.07 release, so that shouldn't be a factor in theory.



Erik Rutins -> RE: Another customer's game won't start. (1/20/2009 10:07:22 PM)

Port,

quote:

ORIGINAL: port0871
I admit, in retrospect, that before paying my money for the game I should have read all the forums. Or maybe Matrix should have a disclaimer when you're buying the game, which states that a lot of people have had problems getting the game to run for months now.
This isn't the first game I've bought from Matrix: I'm a big fan of Uncommon Valor and Pacific War. But at the risk of throwing down the gauntlet too early, it may be the last game I buy from this site.


It's really not true that a lot of people are having problems with the game. The reported issues have been an extremely small percentage of the overall customer base. With that said, we'll absolutely work with you to try to resolve this but right now Johan probably has the best idea of where to start to narrow things down. I would also ask if the original installation worked or not before you updated it.

I'm sorry to hear you've had no response from the help desk. I've just sent them an e-mail to investigate the cause for that.

Regards,

- Erik




port0871 -> RE: Another customer's game won't start. (1/21/2009 5:31:15 PM)

Erik: I immediately applied the 1.06 patch before running, to get the most updated version of the game. I know that patches usually cause you to lose previous-version saves. But when the 1.06 didn't work, I uninstalled and reinstalled just the 1.04.

Also, a question I have is this: the game requirements page said I would need 300 MB hard drive space. However, when I get the game loaded it only takes up about 180 MB. Does this mean I might be missing something? Again, I don't know enough about programming to know if this might be the case.

And thanks for looking into the helpdesk issue; it's been a week since I submitted, and it's still listed as "pending," with no further contact.

And as for few people having problems, I'm sure that a majority of your customers do not have problems, but don't assume it's as few as you think. One of the rules of customer service is that the majority of dissatisfied customers don't even report their problem, they just take their money somewhere else.




Erik Rutins -> RE: Another customer's game won't start. (1/21/2009 5:45:45 PM)


quote:

ORIGINAL: port0871
Erik: I immediately applied the 1.06 patch before running, to get the most updated version of the game. I know that patches usually cause you to lose previous-version saves. But when the 1.06 didn't work, I uninstalled and reinstalled just the 1.04.


Above you said you'd installed v1.07. Did you in fact try the v1.07 update or just the v1.06? The v1.07 update is not official yet, but is available through our Members Club for registered owners and does resolve some game menu issues.

quote:

Also, a question I have is this: the game requirements page said I would need 300 MB hard drive space. However, when I get the game loaded it only takes up about 180 MB. Does this mean I might be missing something? Again, I don't know enough about programming to know if this might be the case.


No, but we usually pad the number a bit since your system needs additional free hard drive space just to work. If a game installation took up all of it, you'd see other issues.

quote:

And thanks for looking into the helpdesk issue; it's been a week since I submitted, and it's still listed as "pending," with no further contact.


Hm, the "pending" status usually means that we have replied and are waiting for you to reply. Have you looked back to make sure there's no reply waiting for you? In any case, I did raise it with the Help Desk last night and they are looking into it today.

quote:

And as for few people having problems, I'm sure that a majority of your customers do not have problems, but don't assume it's as few as you think. One of the rules of customer service is that the majority of dissatisfied customers don't even report their problem, they just take their money somewhere else.


Understood, I'm not trying to minimize your problem, just pointing out that we know a LOT of customers have this working fine and it runs fine on all our old and new test systems as well, so usually a reported problem comes down to an unusual configuration or conflict.

Regards,

- Erik



port0871 -> RE: Another customer's game won't start. (1/21/2009 9:18:34 PM)

Erik,

Regarding the "pending" status: I did, in fact, get a response from the helpdesk. No excuse, but when I went to check the status I initially followed the link: /HelpDesk/status.asp

When I got there, it wouldn't let me do anything. Afterwards, I just followed the link /HelpDesk/my.asp

This got me in, but I didn't scroll down to see the message. I just now scrolled down and saw that Helpdesk responded on the 13th. I've got some information to send to you guys.

If this forum had a smiley for "egg on my face" I'd put it right here. . .

Sorry for being a pain in the ass. . .

Oh, and I did try 1.07, but same deal.



Erik Rutins -> RE: Another customer's game won't start. (1/22/2009 3:31:22 PM)

Ok, good to hear that you did get a reply. Can you tell me what your issue number is please?



port0871 -> RE: Another customer's game won't start. (1/22/2009 9:50:20 PM)

Yes, my issue ID is 1968.




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