Problem with purchase... (Full Version)

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Dave3L -> Problem with purchase... (4/22/2010 7:08:31 PM)

I purchased Distant Worlds last weekend (the download only version). I downloaded the game, and when I went to run the installer, the program crashed on me. I tried to redownload, but the download program says my browser is not accepting cookies, even though I have triple checked and it IS set to allow cookies.

I posted a request on the Helpdesk part of the site, and after 5 days I have yet to hear anything back from Matrix. Is there a phone number I can call to ask for help? Or do I just need to call my credit card company with a complaint and try to get my money back?



Sliverine -> RE: Problem with purchase... (4/22/2010 7:09:28 PM)

try to reinstall the game maybe?



Dave3L -> RE: Problem with purchase... (4/22/2010 7:28:31 PM)

I can't even install it.  Whenever I click on the downloaded program to install, the program crashes without even starting the install process.  I've had good experiences in the past with Matrix, but am getting frustrated by any response to this issue, which is why I'm trying to find a real live person I can talk to.



Sliverine -> RE: Problem with purchase... (4/22/2010 7:31:27 PM)

is there a particular error message that pops up as the program crashes?



Dave3L -> RE: Problem with purchase... (4/22/2010 7:33:31 PM)

Not that I've noticed.  I'm not at home so I can't try to reproduce the error.  I hit the Run button to start the install process and then nothing.  Just a crash.



Sliverine -> RE: Problem with purchase... (4/22/2010 7:50:40 PM)

ah i see. You can try running it in compatibility mode (set in properties tab) or with administrator privileges to see if it works.



Erik Rutins -> RE: Problem with purchase... (4/22/2010 8:14:03 PM)

Hi Dave,

quote:

ORIGINAL: Dave3L I purchased Distant Worlds last weekend (the download only version). I downloaded the game, and when I went to run the installer, the program crashed on me. I tried to redownload, but the download program says my browser is not accepting cookies, even though I have triple checked and it IS set to allow cookies.


This is definitely a browser issue though, in my experience. It can be caused by third party security software (like Norton or McAfee) too though. Are you trying to re-download through www.findmyorder.com?

quote:

I posted a request on the Helpdesk part of the site, and after 5 days I have yet to hear anything back from Matrix. Is there a phone number I can call to ask for help? Or do I just need to call my credit card company with a complaint and try to get my money back?


We normally reply within 24 hours and I know a lot of help tickets are replied to every day. Can you give me your help ticket ID so that I can investigate?

In the meantime, please e-mail me at erikr@matrixgames.com with your Order number and I'll help you sort this out. We just need to get you to re-download as the original download is clearly corrupt.

Regards,

- Erik



Dave3L -> RE: Problem with purchase... (4/22/2010 8:31:14 PM)

Thanks Erik, I'll send you the order number when I get home.



Dave3L -> RE: Problem with purchase... (4/23/2010 5:54:02 PM)

I have managed to get the game installed now. Thanks Eric and all the folks at Matrix who helped me out with my problem. I am very happy with the help I received!

(Now if I can just figure out how to wrestle this monster to the ground while I'm playing!)



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