A complaint

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A complaint

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A complaint - 3/19/2012 8:37:01 PM

Siddham

Posts: 9
Joined: 3/18/2012
Status: offline

I wrote a brief note to Matrix support about my experience re installing the complete game from the three download packages.
My main query was whether the RotS expansion contained the cumulative patches for the base game...or whether the base game should first be updated to ver xxx before installing the expansion...and ditto with installing Legends on RotS.
A simple matter...and I think a reasonable request.
The response I got was that this was a matter to raise on the forums!
It seems Matrix as the supplier do not feel they should provide any installation guidance for their customers.
I disagree with their position...strongly.
Very poor customer service in my opinion.

Post #: 1

RE: A complaint - 3/20/2012 5:55:50 PM

Gas Can

Posts: 9
Joined: 3/2/2012
Status: offline

Matrix is a small company, and it is only responsible for selling games, not making them, so try not to expect too much from it.
As for your question, try these:
(1)Install the original game, DO NOT install or copy any upgrades or cracks.
(2)Install the Return, then use "Check for Update" to update it.
(3)Install the Legend, then update. If it doesn't work(crash on start-up), then either restart your computer and try again or do (1)(2)(3) again but do not update in (2) and this is actually recommended.

If you update in (1), then it would probably crash on start-up.

< Message edited by Gas Can -- 3/20/2012 6:07:27 PM >

(in reply to Siddham)

Post #: 2

RE: A complaint - 3/20/2012 7:45:07 PM

Arcatus

Posts: 185
Joined: 1/2/2012
Status: offline

I installed the original, return and legends, and then updated.

worked perfectly.

(in reply to Gas Can)

Post #: 3

RE: A complaint - 3/20/2012 7:54:37 PM

Siddham

Posts: 9
Joined: 3/18/2012
Status: offline

Thanks for your replies folks.
I was a bit disapointed since the game is very expensive.
Anyway I have installed and updated and started the tutorials. So far I am impressed by the game and the tremendous amount of information and options available; and how well interlinked everything appears to be...looks like it will take a while to learn the ropes and get the hang of this one.
All the best

(in reply to Arcatus)

Post #: 4

RE: A complaint - 3/20/2012 9:23:29 PM

Erik Rutins

Posts: 31363
Joined: 3/28/2000
From: Vermont, USA
Status: online

Hi Siddham,

I apologize, our customer support should have been able to help you with that, but there are some cases where they may refer customers to the forum for game-specific questions if they can't answer them. On our forums, we have other staff that browse them regularly as well as the developers, so it's actually a good place to get official answers as well. The reply above is correct as far as the installation and update order.

Regards,

- Erik

_____________________________

Erik Rutins
Director of Product Development and Business Relations

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

Freedom is not Free.

(in reply to Siddham)

Post #: 5

RE: A complaint - 3/21/2012 3:20:49 PM

Siddham

Posts: 9
Joined: 3/18/2012
Status: offline

Hi Erik

Thank you for taking the time to reply.
I decided to take the long way and update and register each package as I installed it.
It seems to have worked out and I'm playing the tutorials; and so far no issues.
Also, as you say the folks here on the forum have been very helpful too.
So all is well

Siddham

(in reply to Erik Rutins)

Post #: 6