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Very poor customer support

 
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Very poor customer support - 2/24/2012 5:08:53 PM   
twrastall

 

Posts: 4
Joined: 1/28/2011
Status: offline
I will no longer buy Matrix games because of no customer support. I purchasedBattles from the Bulge down load. I attempted to install the latest update and received a message that my key or serial number was no good. I sent several emails requesting assistance or a new serial number or key. All I get back is a canned responcene telling me to reinstall the game. Without a valid key, I would not be able to re install the game. I like their games, however with no customer support, I will never shell out money to buy their games.
Post #: 1
RE: Very poor customer support - 2/24/2012 5:54:15 PM   
Erik Rutins

 

Posts: 32939
Joined: 3/28/2000
From: Vermont, USA
Status: offline
Hi Tom,

I sent you two e-mails today once you contacted us to tell us you were unhappy with your issue being closed automatically by the help desk after no response from you for two weeks. Please see my replies, our goal is to help you and make you a happy customer.

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 twrastall)
Post #: 2
RE: Very poor customer support - 2/24/2012 6:19:07 PM   
Erik Rutins

 

Posts: 32939
Joined: 3/28/2000
From: Vermont, USA
Status: offline
In case you are not getting our e-mails, I'll post a reply here as well:

Hi Tom

First let me apologise that your issue was not resolved. It looks like there
was a misunderstanding on the Help Desk. Help Desk thought you had an issue
downloading and had not properly understood the issue you were having. I've
talked with Help Desk to ensure they more carefully review.

While Christian did not directly respond
to the question you posed about your serial number and the update
installer, and he should have, he was not trying to give you a canned
response. He was trying to help you address the problem you stated when
you opened the issue, which is that you could not follow the advice in
the help links because you were concerned about reinstalling your game.
His last response to you was personal and tried to explain the
situation.

Your issue was that your serial number did not work on the patch, rather
than a download issue. We responded to your issue on the 24th January and as
we did not get a response for a month the issue was closed as we assumed it
was all fixed.

Serial numbers should work with all updates. Can you please confirm for
me the exact name of the update file you were trying to install? Also,
did you check to make sure you had no leading or trailing spaces around
the serial number if you copied and pasted it into the installer?

When you downloaded the update, did you try the "Check for Updates" link
on the game menu or did you download it manually from our site?

You'll be pleased to know that we have changed our patch installers so they
remember the serial number from the original install and all future games
will automatically insert the serial number and you don't have to do
anything.

If this does not solve your problem let us know and we'll investigate
further.

Best Regards

The Slitherine/Matrix Team

_____________________________

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 Erik Rutins)
Post #: 3
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