How to Update from Regular Edition (Full Version)

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Adseria -> How to Update from Regular Edition (12/17/2019 10:17:33 PM)

Yeah, this is kinda embarrassing; I bought the game, started it up, and immediately noticed that everything looked different to how it did in the YouTube videos I'd seen. After a bit of sleuthing, I realised that I accidentally bought the original (non-AE) version. Is there a way to buy an update to the Admirals Edition, or have I just wasted £40 for nothing (and I have to buy the AE version from scratch)? Alternatively, is there a way to get a refund from Matrix Games' store?



BBfanboy -> RE: How to Update from Regular Edition (12/17/2019 10:25:33 PM)


quote:

ORIGINAL: Adseria

Yeah, this is kinda embarrassing; I bought the game, started it up, and immediately noticed that everything looked different to how it did in the YouTube videos I'd seen. After a bit of sleuthing, I realised that I accidentally bought the original (non-AE) version. Is there a way to buy an update to the Admirals Edition, or have I just wasted £40 for nothing (and I have to buy the AE version from scratch)? Alternatively, is there a way to get a refund from Matrix Games' store?

I would take that up with Matrix customer assistance. Ask for the purchase money to be applied to the WITP-AE version and return any materials you got from the original WITP. Given the similarity of naming, Matrix must have had this problem before.



CaptBeefheart -> RE: How to Update from Regular Edition (12/18/2019 12:18:47 AM)

AE is not an update, but rather a separate game. I'd kindly explain the situation to Matrix's customer service. They're pretty cool.

Cheers,
CB



Adseria -> RE: How to Update from Regular Edition (12/18/2019 1:32:54 AM)

Thanks, guys. I'll try talking to customer support now. I'm not sure they'll be able to help, though, because I deleted my receipt before I realised the problem, so I don't have proof of purchase or anything.



BBfanboy -> RE: How to Update from Regular Edition (12/18/2019 6:37:15 AM)


quote:

ORIGINAL: Adseria

Thanks, guys. I'll try talking to customer support now. I'm not sure they'll be able to help, though, because I deleted my receipt before I realised the problem, so I don't have proof of purchase or anything.

If you can find the serial number of the game purchase (in AE it appears on your radio dial screen) you could ask them to look it up. Or they may just have the purchase logged on your account info anyway and not need the receipt.



dr.hal -> RE: How to Update from Regular Edition (12/18/2019 1:52:09 PM)


quote:

ORIGINAL: CaptBeefheart
I'd kindly explain the situation to Matrix's customer service. They're pretty cool.

Actually my experience with the "new" Matrix folks has not been "pretty cool" in fact it's been the opposite. They don't seem to be as customer oriented as they did in years past. In fact they seem inflexible when it comes to things that CaptBeefheart is up against. Although my engagements have been limited and COULD be an anomaly they were not good. I thought it important to state what my recent experience has been for the record.



Kursk1943 -> RE: How to Update from Regular Edition (12/18/2019 4:23:04 PM)


quote:

ORIGINAL: dr.hal


quote:

ORIGINAL: CaptBeefheart
I'd kindly explain the situation to Matrix's customer service. They're pretty cool.

Actually my experience with the "new" Matrix folks has not been "pretty cool" in fact it's been the opposite. They don't seem to be as customer oriented as they did in years past. In fact they seem inflexible when it comes to things that CaptBeefheart is up against. Although my engagements have been limited and COULD be an anomaly they were not good. I thought it important to state what my recent experience has been for the record.


Psychologically a splendid encouragement for a newcomer! [8|]
Hope he'll try his luck with the customer service nevertheless![;)]



dr.hal -> RE: How to Update from Regular Edition (12/18/2019 6:42:03 PM)


quote:

ORIGINAL: Kursk1943
Psychologically a splendid encouragement for a newcomer! [8|]

I'm going to assume you are being sarcastic.

This forum is for an honest exchange of information and views even if the latter is negative. My last experience with Matrix "customer service" was not positive. I'm sorry if that offends and/or you think I should say nothing. There certainly is no harm in anyone trying to get satisfaction through a quire to customer service, and I'm sure if there is a will, there will be an inquiry, I was simply trying to give anecdotal evidence to present a more realistic set of expectations about an outcome.



Adseria -> RE: How to Update from Regular Edition (12/18/2019 7:41:39 PM)

Update: I sent a ticket, but, as per the refund policy, I didn't contact them within 30 days of the purchase.

quote:

ORIGINAL: dr.hal


quote:

ORIGINAL: Kursk1943
Psychologically a splendid encouragement for a newcomer! [8|]

I'm going to assume you are being sarcastic.

This forum is for an honest exchange of information and views even if the latter is negative. My last experience with Matrix "customer service" was not positive. I'm sorry if that offends and/or you think I should say nothing. There certainly is no harm in anyone trying to get satisfaction through a quire to customer service, and I'm sure if there is a will, there will be an inquiry, I was simply trying to give anecdotal evidence to present a more realistic set of expectations about an outcome.


I'm with dr.hal. There's no point lying to people. If the customer service is bad, no amount of pretending will change that. Try your luck, but if, as in my case, they can't help, then no biggy, life goes on. Even if I'd seen dr.hal's post before I posted my ticket, I still would have done it; it's worth a try.

I do kinda wish I'd thought to check the refund policy first, though. Would have saved me a lot of trouble [:D]

EDIT: Still, gotta look on the bright side; WitP: AE is on sale for £13. Even including the £40 I wasted on the old version, that's still less than the full price!



HansBolter -> RE: How to Update from Regular Edition (12/18/2019 8:08:08 PM)

Personally, I believe things started going down hill when Matrix sold out to Slitherine.



dr.hal -> RE: How to Update from Regular Edition (12/18/2019 8:40:50 PM)


quote:

ORIGINAL: HansBolter

Personally, I believe things started going down hill when Matrix sold out to Slitherine.

I could NOT agree more.... well said Hans. I use to work with the leadership in Matrix over using games in a university classroom while I was in Vermont years ago. They were great people and were all about customer relations and player "good will". Although I'm only one voice, as I've already indicated, my recent experience has not been the same as years ago. But organizations change, it is expected.

Adseria I'm glad you reached out, I can only hope that you get a positive response. Good luck. Hal



CaptBeefheart -> RE: How to Update from Regular Edition (12/19/2019 12:30:07 AM)

Dr. Hal: Fair enough. I had some issues several years ago that they sorted quite expeditiously. I haven't had to contact customer service in some time.

In my opinion, most of the old titles like WITP, WPO and Uncommon Valor should be dropped to $10 or less permanently. At that price point the average customer isn't going to smart over a goofed purchase.

Also, a lot of those old titles are no longer supported. Either there should be a warning to that effect, or the price should be lowered quite a bit. I know enough to check the forum before buying an old title, but I'm sure there are plenty of people who don't.

Cheers,
CB



dr.hal -> RE: How to Update from Regular Edition (12/19/2019 2:07:10 AM)


quote:

ORIGINAL: CaptBeefheart

Dr. Hal: Fair enough. I had some issues several years ago that they sorted quite expeditiously. I haven't had to contact customer service in some time.

In my opinion, most of the old titles like WITP, WPO and Uncommon Valor should be dropped to $10 or less permanently. At that price point the average customer isn't going to smart over a goofed purchase.

Also, a lot of those old titles are no longer supported. Either there should be a warning to that effect, or the price should be lowered quite a bit. I know enough to check the forum before buying an old title, but I'm sure there are plenty of people who don't.

Cheers,
CB

Oh I agree with your statement completely.... I think the Christmas price drop was long overdue (I"ve got a friend in the UK that I convinced to get the game at 20 quid... ugh, now I feel bad). However I really do think that things have changed in Matrix and in some (many?) respects not for the best....



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