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Order Problem - Desperate for help

 
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Order Problem - Desperate for help - 5/26/2010 9:16:56 PM   
Vipes31uk

 

Posts: 3
Joined: 11/30/2006
Status: offline
Ok here goes! I have finally managed to calm down.

Dear Matrix Games, please, please, please switch your e-commerce provider to someone who is actually competent and reliable.

Here I sit ready to part with my hard earned cash for this game and boot up the UK store. Eager with anticipation I sat, diligently typing my details in as requested, double and triple checked amd submit secure order! .......... short pause and low and behold (Error Number: 30024002 - 0). BullS*hit thinks I. I try again. Same code. What the hell is this.... I've have tried to order 8 times now using, Visa Debit, Mastercard and Paypal. All details are accurate and it keeps throwing this order up! I would like to pay for this by paypal now and would like someone to help me. FYI, I am running Windows 7 with IE8 or whatever the latest version is. I have absolutely zero problems with online ordering anywhere else. Only DR gives me this crap. Why oh why oh why????

Thanks
Post #: 1
RE: Order Problem - Desperate for help - 5/26/2010 9:24:55 PM   
Erik Rutins

 

Posts: 32945
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Vipes,

Believe it or not, 99%+ of orders go through without any issue, but I know that's no help when yours has an error. Please e-mail me at erikr@matrixgames.com with your order number (it's generated before the order is complete) and I'll follow up with the store immediately to get someone to help walk you through the order process to find out what's causing the problem.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


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

Freedom is not Free.

(in reply to Vipes31uk)
Post #: 2
RE: Order Problem - Desperate for help - 5/26/2010 9:43:33 PM   
Vipes31uk

 

Posts: 3
Joined: 11/30/2006
Status: offline
Thanks for the quick response. I've sent you an e-mail as requested.

(in reply to Vipes31uk)
Post #: 3
RE: Order Problem - Desperate for help - 5/26/2010 9:54:50 PM   
Erik Rutins

 

Posts: 32945
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Thanks, I received your info and I have asked the store support to investigate your error and I have asked them to contact you personally and walk you through the order to make sure it completes successfully.

_____________________________

Erik Rutins
Director of Product Development


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

Freedom is not Free.

(in reply to Vipes31uk)
Post #: 4
RE: Order Problem - Desperate for help - 5/27/2010 7:10:00 AM   
mgarnett

 

Posts: 269
Joined: 11/12/2005
Status: offline
Hi Eric,

I also cannot complete an order and receive the same error. I've also sent through my details to your email address.

Cheers

Mark

(in reply to Erik Rutins)
Post #: 5
RE: Order Problem - Desperate for help - 5/27/2010 1:15:46 PM   
Erik Rutins

 

Posts: 32945
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Mark,

I received your e-mail and replied.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


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

Freedom is not Free.

(in reply to mgarnett)
Post #: 6
RE: Order Problem - Desperate for help - 5/27/2010 4:42:00 PM   
mgarnett

 

Posts: 269
Joined: 11/12/2005
Status: offline
Hi Eric,

I've confirmed that it is affecting all titles, I can no longer buy anything from the store. To try and trouble shoot I've also tried three different computers and two different browsers. I've also tried three different payment methods, Mastercard, AMEX and PayPal.

Still no luck.

Cheers

Mark

(in reply to Erik Rutins)
Post #: 7
RE: Order Problem - Desperate for help - 5/29/2010 4:10:19 PM   
ETF


Posts: 1241
Joined: 9/16/2004
From: Hamilton Area, Canada
Status: offline
Ha I have been having these problems ever since they went with DR....I too had problems this time agian
Last year a VP from DR called said they corrected the errors on their end with x2 of my CC's. Fat chance of that.

http://www.matrixgames.com/forums/tm.asp?m=2284705


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(in reply to mgarnett)
Post #: 8
RE: Order Problem - Desperate for help - 5/29/2010 4:38:14 PM   
philsublime

 

Posts: 36
Joined: 10/19/2004
Status: offline
Oh man. A real pain. I tried to order as well, and it didn't work. I wrote an email to support, but it's a rainy weekend wasted... What a *ç%&/&!

It already happened to me a while ago when I tried to order Fields of Glory. I didn't think about it and bought it directly from Slitherine. There I had absolutely no problems. There's no limit on my card, my address is right, I don't know what I could change.

Well, I guess I'm gonna spend my money in an online store that works. Like GOG or any other. You should really think about your billing partner Matrix, because I NEVER EVER had any problems with my credit card on any online store.

(in reply to ETF)
Post #: 9
RE: Order Problem - Desperate for help - 5/29/2010 4:49:32 PM   
Erik Rutins

 

Posts: 32945
Joined: 3/28/2000
From: Vermont, USA
Status: offline
The interesting thing about that is that Slitherine also uses DR for their shopping cart. In any case, Phil if you can please e-mail me at erikr@matrixgames.com with your order number (this is created before the order is complete) I will do what I can. It is a holiday weekend here though so it may take a while.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


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

Freedom is not Free.

(in reply to philsublime)
Post #: 10
RE: Order Problem - Desperate for help - 5/30/2010 10:52:04 AM   
philsublime

 

Posts: 36
Joined: 10/19/2004
Status: offline
Well, customer service told me that my card can't be verified. Every website on the web can verify my card, matrix can't. They told me I should use another credit card. Like I have more than one. Not funny...

(in reply to Erik Rutins)
Post #: 11
RE: Order Problem - Desperate for help - 5/30/2010 1:18:18 PM   
Erik Rutins

 

Posts: 32945
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Phil,

What they should have done is start the process to manually add your card to the store. They can do that, but it usually takes a kick in the butt from us to make it happen as they have to have one of their developers do it (which means Tuesday at the earliest). If you e-mail me with the last six digits of the card in question, I will get the process rolling.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development


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

Freedom is not Free.

(in reply to philsublime)
Post #: 12
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