Was billed twice for game, my tickets are not being answered (Full Version)

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ductape -> Was billed twice for game, my tickets are not being answered (3/30/2010 8:32:48 PM)

Just like it says, I ended up paying over $80 for this game and my support tickets are being ignored.

Boo on you, Matrix. I regret ever getting involved with your company.

Furthermore, how convenient there is no phone support, no number to call. Exactly how many days will you have my money, will you ever return it?



Erik Rutins -> RE: Was billed twice for game, my tickets are not being answered (3/30/2010 8:38:39 PM)

First of all, I'm sorry you're upset.

Second, if you didn't order two copies, it's highly unlikely you were billed for two copies. What's more likely is that some banks/cards list the "pre-authorization" as if it were a real charge, then it takes them a day or two to remove it. Then when the actual charge comes through, for a bit it looks like it's a double charge. That's the most frequent issue we see when a customer thinks there has been an additional charge.

As far as support goes, there is a phone number on the store page that you can call if you wish, though that will take you to Digital River's store support (which can handle this, but they are not us) or use our Help Desk (we do not have enough staff for phone support). With our Help Desk, you should receive a reply within 24 hours. Just to be clear, our help desk is not the e-mail address to Digital River, they can sometimes be unresponsive. Our Help Desk can be accessed here: http://www.matrixgames.com/helpdesk/ How long have you been waiting for a response?

If you are unhappy with the support so far, feel free to e-mail me at erikr@matrixgames.com directly and I will personally follow up to make sure your issue is resolved.

Regards,

- Erik



ductape -> RE: Was billed twice for game, my tickets are not being answered (3/30/2010 8:58:03 PM)

WOW! Erik my good man, now THAT is great support. Thanks for your thoughtful response. I do want you to know that I have a support ticket in your system that is close to 48 hours old.

I am sorry to say this, but your system here at Matrix leaves a lot to be desired. I have two logins, one for the forums, one for the members area, not to mention a different set of passwords and such for Digital River.

Finding things on your website takes so many clicks. It gets a bit complicated trying to figure out where to go.

Example:

I need support regarding my billing. I click support on the Matrix Games website. I get a knowledge base that doesnt have my issue at all, great. I get some sort of ticketing system that apparently nobody is answering. You can imagine my frustrations. So I need to contact Digital River..whos that? Oh yeah, some thrid party company who took the money. OK confusing.

So, I need to click the STORE button on the Matrix Games website to find the customer Support for billing? Don't you find that a bit confusing? It may make sense to you guys since you mess with the labyrinthine website regularly, but to the rest of us it's just annoying.

I finally called Digital River, they said the same thing, likely it is some sort of funds verification charge, how amateur. They never mention this, this alone could cause many people some pretty hefty overdraft fees if they are not made aware of it.

I will wait until tomorrow and see if this charge does indeed leave my account.

Honestly, how hard would it be for Matrix to set up their own payment gateway and download service? I have done it many times for clients, its not that complicated really.

ok...</rant>

Erik, thanks for the prompt and compassionate response.



Veloxi -> RE: Was billed twice for game, my tickets are not being answered (3/30/2010 9:55:26 PM)

I was also billed twice, and my ticket has been not been taken care of. Erik, might I email you as well?



HsojVvad -> RE: Was billed twice for game, my tickets are not being answered (3/30/2010 10:03:24 PM)

Erik seems to be very helpful here. When I had trouble, different from you Erik tried to help me. I also read other people getting billed twice, and Eric seemed to help them as well. Just be patient with him, he seems to be helping alot of people with orders, to double billing to bugs of the game. I don't know where he finds time for this.

I hope all goes well, and just be patient, give him time. There is also a number you can call them. Mind you it's not a 180 number, but ther eis a number non the less to call.



Erik Rutins -> RE: Was billed twice for game, my tickets are not being answered (3/31/2010 2:44:46 AM)

quote:

ORIGINAL: ductape WOW! Erik my good man, now THAT is great support. Thanks for your thoughtful response. I do want you to know that I have a support ticket in your system that is close to 48 hours old.


I just e-mailed our support person to find out what's up with that. If you e-mail me your ticket number I can check further.

quote:

I am sorry to say this, but your system here at Matrix leaves a lot to be desired. I have two logins, one for the forums, one for the members area, not to mention a different set of passwords and such for Digital River.


I agree with this, we've needed to move to a unified login for a while, we just haven't finished the necessary back end upgrades yet.

quote:

I need support regarding my billing. I click support on the Matrix Games website. I get a knowledge base that doesnt have my issue at all, great. I get some sort of ticketing system that apparently nobody is answering. You can imagine my frustrations. So I need to contact Digital River..whos that? Oh yeah, some thrid party company who took the money. OK confusing.


Understood. In our defense, normally the tickets are answered quickly, not sure what happened in this case.

quote:

So, I need to click the STORE button on the Matrix Games website to find the customer Support for billing? Don't you find that a bit confusing? It may make sense to you guys since you mess with the labyrinthine website regularly, but to the rest of us it's just annoying.


Normally, you do not. If you talk to our help desk, they'll talk to DR for such questions and get the answer for you. In the unusual case that our help desk is taking a while to respond, you can also contact DR directly (but there I can make no guarantees as to the quality of their support).

[qutoe]I finally called Digital River, they said the same thing, likely it is some sort of funds verification charge, how amateur. They never mention this, this alone could cause many people some pretty hefty overdraft fees if they are not made aware of it.

It should never cause overdraft fees - the thing is, your bank/card knows this is not a "real" charge but a few banks/cards seem to incorrectly report it as such. My understanding from DR is that this is cosmetic rather than actual and that the bank really does know better. This type of pre-authorization is actually typical for online sales, it's normally completely invisible from the customer's perspective as it is not a real charge, just a query to the bank.

quote:

Honestly, how hard would it be for Matrix to set up their own payment gateway and download service? I have done it many times for clients, its not that complicated really.


It's much more than just that though - the amount of stuff we have our store setup to do, including the "game on demand" physical copies, is pretty mind-boggling. Replacing it would be a major endeavour.

quote:

Erik, thanks for the prompt and compassionate response.


I'm glad I could help - please let me know if the pre-authorization does not vanish within 24 hours.



Erik Rutins -> RE: Was billed twice for game, my tickets are not being answered (3/31/2010 2:45:10 AM)

quote:

ORIGINAL: Veloxi I was also billed twice, and my ticket has been not been taken care of. Erik, might I email you as well?


Yes, please feel free to do so. Send me your Order ID and your Ticket number if possible.



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