What does it take to get support
What does it take to get support
I have now been trying for over two months to use the extended download service for two games I recently purchased, but Matrix systems do not recognise any on my orders. I have tried tech support, I have tried to use this forum, I have begged, I have even resorted to insults!!
Is it me, am I doing something wrong? Personally I think two months is more than long enough to wait on tech support to resolve this issue - so what does it take?
I thought you yanks (sorry if this is derogatory) pride yourselves on customer service - Have a nice day etc.
Is it me, am I doing something wrong? Personally I think two months is more than long enough to wait on tech support to resolve this issue - so what does it take?
I thought you yanks (sorry if this is derogatory) pride yourselves on customer service - Have a nice day etc.
RE: What does it take to get support
ORIGINAL: what if
I have tried tech support, I have tried to use this forum, I have begged, I have even resorted to insults!!
Have you tried reading what it says at the top of this very forum where it says "for official support, read this message ?"
Just asking ...
Greetz,
Eddy Sterckx
RE: What does it take to get support
Hi Eddy
I have tried tech support, all was going well initially but I have not heard anything for weeks now - despite several emails.
ta
I have tried tech support, all was going well initially but I have not heard anything for weeks now - despite several emails.
ta
RE: What does it take to get support
What exactly are you doing to retrieve your downloads? I go to the store, then to order status, complete the required fields and there are my downloads.
I believe in one of your threads you mentioned your email has changed. Are you using the one you purchased the game under? And the card you used at the time?
[EDIT] I checked your other thread; yes, you did say your email has changed. You should use the info you had when you bought the game to retrieve the orders. As for how to change your email, you should contact support or possibly PM Erik Rutins for some help.
I believe in one of your threads you mentioned your email has changed. Are you using the one you purchased the game under? And the card you used at the time?
[EDIT] I checked your other thread; yes, you did say your email has changed. You should use the info you had when you bought the game to retrieve the orders. As for how to change your email, you should contact support or possibly PM Erik Rutins for some help.
RE: What does it take to get support
I bought two games jtcs and jtbs and I paid for extended download service. I have registered my games and I have followed all the instructions for downloading my games, even though my email address has changed I still have the same credit card and enough info to download, but Matrix systems have no record of my purchases. I have been in contact with tech support, I have informed them of my new email address and I have provided them with all the order numbers etc, but besides acknowledging my emails I have not heard anything in weeks.
RE: What does it take to get support
Rather than start another thread, I have the the same issue.
I bought the Advantec Tactics in Feb 2008, and recently had to re-instal Vista (Bah) My copy of Advanced tactics no longer works so i need to re-download.
Tried the procedure for re-downloading using order number and password, I even asked for the password to be resent just in case i had made a mistake. No joy cannot use the email address/credit card digits option as i have since renewed that card.
I would grateful iif someone could help me out as i have paid for this extended service and have also noted other people having similar issues
Flick
I bought the Advantec Tactics in Feb 2008, and recently had to re-instal Vista (Bah) My copy of Advanced tactics no longer works so i need to re-download.
Tried the procedure for re-downloading using order number and password, I even asked for the password to be resent just in case i had made a mistake. No joy cannot use the email address/credit card digits option as i have since renewed that card.
I would grateful iif someone could help me out as i have paid for this extended service and have also noted other people having similar issues
Flick
RE: What does it take to get support
ORIGINAL: Flickjax
I would grateful iif someone could help me out as i have paid for this extended service and have also noted other people having similar issues
Erik Rutins just reported back in after a holiday - if you tried support@matrixgames.com and didn't get a response in a day or 2, he's the guy to PM.
Greetz,
Eddy Sterckx
RE: What does it take to get support
Thanks eddie, will do
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
I have had issues and tried tech support offical from matrix with no response. I voiced my opinion on a thread and the thread got locked....I bought because it was matrix and what talonsoft had at one time...at least they did resolve issues from a company base and not a user type arena
games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
RE: What does it take to get support
ORIGINAL: barker
I have had issues and tried tech support offical from matrix with no response. I voiced my opinion on a thread and the thread got locked....I bought because it was matrix and what talonsoft had at one time...at least they did resolve issues from a company base and not a user type arena
Thread url so we can all have a look at your issues ?
Greetz,
Eddy Sterckx
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
was mainly the campaign series JTCS.....there was Vista Issues, serial Number issues, could not get to work out of the box, wrong information on the product support page, constant updates and not sure which update was for what issue , various problems with that game engine...etc....basically I torqued some beta brigade people off from my specific quesiotns....I will post the threads bare with me a minute or 2
games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
I went through all the appropriate things, did the knowledge base etc
http://www.matrixgames.com/forums/tm.asp?m=1867551&mpage=1&key=�
http://www.matrixgames.com/forums/tm.asp?m=1856282
http://www.matrixgames.com/forums/tm.asp?m=1865306
http://www.matrixgames.com/forums/tm.asp?m=1909014
http://www.matrixgames.com/forums/tm.asp?m=1889575
http://www.matrixgames.com/forums/tm.asp?m=1908228
I even requested a refund because the game was so much different then what the product data sheet said..If I ran a business like that and touted customer service is number 1 then not do anything....you would not have much buisness. Also a few other issues is that I understand gamers support gamers, I appreciate that but times are such when you need the official company line by a company employee not a user of the forums or a tester on a beta brigade. When I buy a product I buy into that company and what they are trying to do....this whole JTCS thing has left a very sour taste in my mouth with matrix. Wheter a company has 1000 employees or 2 they still need to respond to customer iussues.
http://www.matrixgames.com/forums/tm.asp?m=1867551&mpage=1&key=�
http://www.matrixgames.com/forums/tm.asp?m=1856282
http://www.matrixgames.com/forums/tm.asp?m=1865306
http://www.matrixgames.com/forums/tm.asp?m=1909014
http://www.matrixgames.com/forums/tm.asp?m=1889575
http://www.matrixgames.com/forums/tm.asp?m=1908228
I even requested a refund because the game was so much different then what the product data sheet said..If I ran a business like that and touted customer service is number 1 then not do anything....you would not have much buisness. Also a few other issues is that I understand gamers support gamers, I appreciate that but times are such when you need the official company line by a company employee not a user of the forums or a tester on a beta brigade. When I buy a product I buy into that company and what they are trying to do....this whole JTCS thing has left a very sour taste in my mouth with matrix. Wheter a company has 1000 employees or 2 they still need to respond to customer iussues.
games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
RE: What does it take to get support
ORIGINAL: barker
I went through all the appropriate things, did the knowledge base etc
http://www.matrixgames.com/forums/tm.asp?m=1867551&mpage=1&key=�
http://www.matrixgames.com/forums/tm.asp?m=1856282
http://www.matrixgames.com/forums/tm.asp?m=1865306
http://www.matrixgames.com/forums/tm.asp?m=1909014
http://www.matrixgames.com/forums/tm.asp?m=1889575
http://www.matrixgames.com/forums/tm.asp?m=1908228
I even requested a refund because the game was so much different then what the product data sheet said..If I ran a business like that and touted customer service is number 1 then not do anything....you would not have much buisness. Also a few other issues is that I understand gamers support gamers, I appreciate that but times are such when you need the official company line by a company employee not a user of the forums or a tester on a beta brigade. When I buy a product I buy into that company and what they are trying to do....this whole JTCS thing has left a very sour taste in my mouth with matrix. Wheter a company has 1000 employees or 2 they still need to respond to customer iussues.
I went to a couple of the links you provided, and you did get a response to your issues.
The trouble is : you didn't seem to like the response you got. Sorry dude, this is a general tech support forum, can't help you with your problems which are mostly game-content related.
Greetz,
Eddy Sterckx
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
That was a user response not a matrix response dude...i did post questions of the same caliber through proer channels using the members page dude...the knowledge base dude....u know dude the one page u type in like toatlally righteuous thing and see if anyone like had a same issue dude...
again it was a official Matrix Tech Support problem not a User Support issue...I thought that is what this thread was about...OFFICIAL SUPPORT
again it was a official Matrix Tech Support problem not a User Support issue...I thought that is what this thread was about...OFFICIAL SUPPORT
games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
RE: What does it take to get support
ORIGINAL: barker
That was a user response not a matrix response dude...i did post questions of the same caliber through proer channels using the members page dude...the knowledge base dude....u know dude the one page u type in like toatlally righteuous thing and see if anyone like had a same issue dude...
again it was a official Matrix Tech Support problem not a User Support issue...I thought that is what this thread was about...OFFICIAL SUPPORT
So, your problem, is it technical or just attitude ?
Greetz,
Eddy Sterckx
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
no attitude...just replying back the way I percieved comming my way...technical issues....i was trying to be a smart alick...when you said dude i was playing on the word is all
games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
RE: What does it take to get support
I looked through most of the posts you gave and would just like to note that most seem to be personal prefernce stuff "I want the game like this....". Those, to me anyway are not "tech support" type questions.
I would also like to note that the product page does not claim Vista compatibility at all. It has always said 2000/98/ME/XP and Matrix has always pointed this out with this and with other games. The game does work with Vista, but with tweaks. I saw you did not like that but, again, Vista is not officially supported per the page.
I would also like to note that the product page does not claim Vista compatibility at all. It has always said 2000/98/ME/XP and Matrix has always pointed this out with this and with other games. The game does work with Vista, but with tweaks. I saw you did not like that but, again, Vista is not officially supported per the page.
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
Please got to this page this is where I bought it from and this is why I bought it. They changed one web page but not this one....
http://www.matrixgames.com/products/318/details/John.Tiller's.Campaign.Series
http://www.matrixgames.com/products/318/details/John.Tiller's.Campaign.Series
games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
here is the screen shot....NOTE VISTA in Requirements
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games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
- marcbarker
- Posts: 1213
- Joined: Sun Jul 06, 2008 4:58 pm
RE: What does it take to get support
So is this an Official Matrix Support Problem......VISTA with the display issues, install issues etc?
games:
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re
1. AGEOD Blue and Gray
2. John Tiller's Battleground Series
3. Combat Mission: Beyond Overlord
4. Combat Mission: Barbarossa to Berlin
5. V for Victory Games
6. Silent Hunter III
7. Silent Hunter IV
8. Rise and Fall of the Third Re