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Thanks Erik.

 
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Thanks Erik. - 3/31/2010 8:57:52 PM   
Aurelian

 

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Instead of putting this in the Distant Worlds Forum, I thought this would be better.

I offer a very big thanks to Erik Rutins for his dogged help with my Digital River problem.

It's been a battle since the game was released, but as of 1/2 hour ago, I finally got the confirmation e-mail.

In another hour I should have the d/l link.

Thanks Erik.

Art.
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RE: Thanks Erik. - 3/31/2010 9:01:33 PM   
JudgeDredd


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Nice one. A great game awaits.

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RE: Thanks Erik. - 3/31/2010 9:19:26 PM   
ilovestrategy


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What happened? 

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After 16 years, Civ II still has me in it's clutches LOL!!!
Now CIV IV has me in it's evil clutches!

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RE: Thanks Erik. - 3/31/2010 11:00:35 PM   
JudgeDredd


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Not sure. Sounds like he had a beef with DR - prob took money but didn't send confirmation email or something. It happens - it's never happened to me - but it has happened to others in the past.

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RE: Thanks Erik. - 3/31/2010 11:09:29 PM   
Erik Rutins

 

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Art,

Thank goodness. I'm very glad to hear that, enjoy!

Regards,

- Erik

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RE: Thanks Erik. - 4/1/2010 12:20:01 AM   
Aurelian

 

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Well, so much for that.

Told twice, it would take 1 hour.

Third time, now it could take up to 24.

I cancel it, there is no guarantee that I won't be billed.

If I am, they will not refund the money.

Attitudes like that, makes me want to start searching for alternatives. Ones that don't require my money.

Yes, I'm annoyed.

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RE: Thanks Erik. - 4/1/2010 12:24:09 AM   
DampSquib


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I did put Glad it's turned out sweet.....ummmm....but you posted B4 i had finished...
I can only type slow....Man i hope you get your game.....Hang in there..
Best of Luck.

< Message edited by DampSquib -- 4/1/2010 5:15:51 AM >

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RE: Thanks Erik. - 4/1/2010 12:39:01 AM   
2ndACR


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Try going to "findmyorder".......enter your info and if it says complete, just hit the re-d/l button.

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RE: Thanks Erik. - 4/1/2010 12:40:00 AM   
Aurelian

 

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Good idea!!

Thank you 2ndACR, that worked.

< Message edited by Aurelian -- 4/1/2010 12:42:04 AM >

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RE: Thanks Erik. - 4/1/2010 12:52:00 AM   
Wade1000


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Yeah, findmyorder.com usually is the better choice because the download button will have been there for you all along.

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RE: Thanks Erik. - 4/1/2010 12:58:54 AM   
Aurelian

 

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Yeah, never occured to me.  Or Digital River either.....

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RE: Thanks Erik. - 4/1/2010 1:05:10 AM   
Erik Rutins

 

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To be clear, you did not receive the promised confirmation e-mail, but you were able to complete the order and then download via www.findmyorder.com. Is that correct, do you have the game now?

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RE: Thanks Erik. - 4/1/2010 1:20:30 AM   
Aurelian

 

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Yes, the order was complete. They did the order over the phone.

I got the confirm email. I didn't get the email with the d/l link that they told me twice I would get in an hour.

After a third call, they told me it would be up to another 24 hours, I told them to cancel and I don't want to see any charge on the next statement.

They told me that it was marked no refund. So I decided to let it ride. And bombard them with phone calls every hour.

Thanks to 2nd's tip, I'm downloading it now.

While it's finally been resolved, I'm not too happy with DR.

I imagine that sometime in the next day, I'll get the email with the link.

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RE: Thanks Erik. - 4/1/2010 1:52:59 AM   
Aurelian

 

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Version 1.02 downloaded and installed.

Registered.

Glad this is all over.

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RE: Thanks Erik. - 4/1/2010 2:22:47 AM   
2ndACR


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Glad you got the game finally and sorry for the hassle........I always got to find my order after I get the email from DR..........should have seen that sooner, sorry about that. Now you can join the fun.

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RE: Thanks Erik. - 4/1/2010 5:35:10 AM   
ilovestrategy


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I'm going to ask a REAL stupid question so be ready. What is Digital River? I've never heard of it until I read this thread.


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After 16 years, Civ II still has me in it's clutches LOL!!!
Now CIV IV has me in it's evil clutches!

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RE: Thanks Erik. - 4/1/2010 7:25:52 AM   
JudgeDredd


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It's the "online store" Matrix (and other publishers) use to sell their wares.

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RE: Thanks Erik. - 4/1/2010 7:32:21 AM   
ilovestrategy


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Gotchya. Thanks JD!

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After 16 years, Civ II still has me in it's clutches LOL!!!
Now CIV IV has me in it's evil clutches!

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Post #: 18
RE: Thanks Erik. - 4/1/2010 2:40:01 PM   
Erik Rutins

 

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Aurelian,

I'm sorry it was a frustration right to the end. I can tell you that's not typical, but the point is that the performance of our online store (DR) in this case was completely unacceptable. The only real good news here is that as a result of your experience I was able to kick this pretty far up their ladder and get two procedural changes made on how they handle issues like this as well as additional training on these areas for their CS reps. I have to hope that will help if any other customers run into a similar situation.

Regards,

- Erik

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Erik Rutins
Director of Product Development


For official support, please use our Help Desk: http://www.matrixgames.com/helpdesk/

Freedom is not Free.

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RE: Thanks Erik. - 4/1/2010 5:29:11 PM   
Aurelian

 

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I meant to quote @nd ACR :)

I stared at it for a bit last night. My jaw dropping. Asking myself "Where do I even start?"

Now, THAT is what I want in a game.

Erik, They're not on my Christmas card list, but if this experience, and it never happenned to me with these guys before, led to a few changes for the better, it's OK.

Art

< Message edited by Aurelian -- 4/1/2010 5:37:38 PM >

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RE: Thanks Erik. - 4/2/2010 8:22:22 AM   
martok


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quote:

ORIGINAL: Erik Rutins

Aurelian,

I'm sorry it was a frustration right to the end. I can tell you that's not typical, but the point is that the performance of our online store (DR) in this case was completely unacceptable. The only real good news here is that as a result of your experience I was able to kick this pretty far up their ladder and get two procedural changes made on how they handle issues like this as well as additional training on these areas for their CS reps. I have to hope that will help if any other customers run into a similar situation.

Regards,

- Erik

And this is another reason why I'm coming to like Matrix Games so much: You guys are very hands-on, and respond quickly to help out customers. Much kudos!




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RE: Thanks Erik. - 4/2/2010 10:39:44 PM   
Gem35


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Yep, I just want to add that if you ever have a problem e-mail Erik, he is a tower of strength for Matrix games.
Quite simply, the guy gets the job done.
Thanks Erik for your continued help to us here at the forums.

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