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Been a customer for about 5 hours

 
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Been a customer for about 5 hours - 9/1/2012 8:39:51 AM   
Topdecker

 

Posts: 5
Joined: 9/1/2012
Status: offline 		While I am reluctant to make my introductory post a negative one, I am unhappy and I am going to be direct and say I will never, ever buy another product here until your distribution system is faster.

I will explain.

I just bought DISTANT WORLDS. On the product page, the high speed download time is listed as 16 minutes - I know for the file size that it will be closer to 22-24 minutes.

Well, 5 hours later and I was still downloading. Why? Your distribution people use Amazon's Cloud services. The maximum speed is 50kps with an average of closer to 40kbs. It will NEVER be faster than that because it is designed that way. So printing as a sales point that I could download the game in 16 minutes is completely untruthful - it will take any and everybody over 5 hours to download Distant Worlds.

kilgores.us/Amazon_AWS.jpg

If you were expecting Plimus to provide "High Speed" file transfers for your software, they are pretty fast if you are using a v90 dial-up modem. For anyone on cable or DSL, no, not fast and in fact annoyingly slow.


Top

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< Message edited by Topdecker -- 9/1/2012 8:42:15 AM >
Post #: 1
RE: Been a customer for about 5 hours - 9/1/2012 1:25:21 PM   
Joe 98


Posts: 3964
Joined: 1/5/2001
From: Wollondilly, Sydney
Status: offline 		Been a customer for many years.

On the whole all has gone fine.

.

(in reply to Topdecker)
Post #: 2
RE: Been a customer for about 5 hours - 9/1/2012 3:28:08 PM   
**budd**


Posts: 908
Joined: 7/4/2009
From: Tacoma
Status: offline 		I also have been a customer for many years. If it took you that long to download something is defiantly up. Bought many titles here of around that file size and that has not been my experience. 16 minutes sounds right. After downloading many titles my range of download speeds is between 250kps - 450kps. Other people have mentioned this from time to time and i'm not sure what Matrix ever found out about it, but it defiantly isnt the norm. I'm sorry your first experience was negative and i hope Matrix can figure out why it was so slow for you. I know it's very annoying for new customers. It's a holiday weekend, but sooner or later someone from Matrix will post here. Hope you enjoy the game and decide to stick around.

_____________________________

Enjoy when you can, and endure when you must. ~Johann Wolfgang von Goethe

*I'm in the Wargamer middle ground*
I don't buy all the wargames I want, I just buy more than I need.

(in reply to Joe 98)
Post #: 3
RE: Been a customer for about 5 hours - 9/1/2012 3:55:44 PM   
vonRocko

 

Posts: 952
Joined: 11/4/2008
Status: offline 		Top, this is a fluke. I have dozens of Matrix games, and I never had that kind of problem. It's to bad it happened on your first purchase, but I can assure you, there are many of us who haven't had a single issue.
If I remember correctly, DW took me about 30min. to download.
Good Luck.

(in reply to **budd**)
Post #: 4
RE: Been a customer for about 5 hours - 9/1/2012 4:41:55 PM   
ilovestrategy


Posts: 3628
Joined: 6/11/2005
From: San Diego
Status: offline 		I complain about the installation service more than anyone and yes, it's clunky to the point to where I don't want to buy any more games. But, in spite of that, I haven't had an issue with the actual download speed. I think you hit a fluke.

_____________________________

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

(in reply to vonRocko)
Post #: 5
RE: Been a customer for about 5 hours - 9/1/2012 4:50:35 PM   
Hertston


Posts: 3296
Joined: 8/17/2002
From: Cornwall, UK
Status: offline
quote:

ORIGINAL: vonRocko
I have dozens of Matrix games, and I never had that kind of problem.


Likewise, although Plimus only replaced Digital River fairly recently. It certainly doesn't take anything like 5 hours to download anything on sale here. If everyone had the problem you experienced don't you think there might have been some comment to that effect?



(in reply to vonRocko)
Post #: 6
RE: Been a customer for about 5 hours - 9/1/2012 4:53:44 PM   
Treale


Posts: 1052
Joined: 8/10/2003
From: Central Florida
Status: offline 		This is his one and only post

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Tony

(in reply to Hertston)
Post #: 7
RE: Been a customer for about 5 hours - 9/1/2012 5:06:44 PM   
Hertston


Posts: 3296
Joined: 8/17/2002
From: Cornwall, UK
Status: offline
quote:

ORIGINAL: Treale
This is his one and only post


Well, if DW is his first purchase that's hardly a surprise. At least he's no linking to where we can all buy 'wedding gloves'. A true spam classic; I almost miss it.




< Message edited by Hertston -- 9/1/2012 5:07:12 PM >

(in reply to Treale)
Post #: 8
RE: Been a customer for about 5 hours - 9/1/2012 5:33:44 PM   
warspite1


Posts: 10760
Joined: 2/2/2008
From: England
Status: offline
quote:

ORIGINAL: Hertston

quote:

ORIGINAL: Treale
This is his one and only post


Well, if DW is his first purchase that's hardly a surprise. At least he's no linking to where we can all buy 'wedding gloves'. A true spam classic; I almost miss it.



soojan

I think careful what you wishing for...... put words like that in post make spammer arrive on time and make wedding glove post to. I buy all my wedding glove from Mr Wilkes at local wedding glove store I like wedding glove it is my friend.






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England expects that every man will do his duty - Horatio Nelson 1805.




(in reply to Hertston)
Post #: 9
RE: Been a customer for about 5 hours - 9/1/2012 6:03:37 PM   
Topdecker

 

Posts: 5
Joined: 9/1/2012
Status: offline 		I've hung around for a bit so I know that Matrix has some loyal customers and I am trying to discuss this in a way that can have a productive outcome. That several of you have said that you don't experience speed problems is good enough for me to count my problems as being non-typical.

In case it was not clear in my original post, the links that Plimus sent me placed the software on an Amazon CDN (Cloud Developer Network) server. From what I have read, those servers are designed to have a top speed of around 40k, bouncing around between 30k and 50k fairly erratically. My speeds basically matched some speed tests I found posted on the web. The links for this are normally obscured via some java script, but I use a download manager and was able to see where the transfer ultimately resolved from (which is why I included the jpg).

It will probably be something cool, like Plimus running out of monthly bandwidth and splashing downloads over to a secondary mechanism like Amazon's cloud. But, that's just me guessing.

Top

(in reply to warspite1)
Post #: 10
RE: Been a customer for about 5 hours - 9/1/2012 6:22:20 PM   
Topdecker

 

Posts: 5
Joined: 9/1/2012
Status: offline 		I mentioned the sale to a friend and he purchased it and is enjoying 300k download speeds.

(in reply to Topdecker)
Post #: 11
RE: Been a customer for about 5 hours - 9/1/2012 6:35:45 PM   
junk2drive


Posts: 12674
Joined: 6/27/2002
From: Arizona West Coast
Status: offline 		I've only bought a couple of games since Plimus but have had good speeds.

I was surprised when I could use a Visa gift card to purchase. Another company wanted the name on the card and didn't like "A gift for you".

(in reply to Topdecker)
Post #: 12
RE: Been a customer for about 5 hours - 9/1/2012 7:24:39 PM   
kirk23


Posts: 1261
Joined: 10/15/2010
From: Fife Scotland
Status: offline 		Well I have never had a download longer than 20 mins tops,I always buy download plus hardcopy cd boxed.

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Make it so!

(in reply to junk2drive)
Post #: 13
RE: Been a customer for about 5 hours - 9/1/2012 8:17:25 PM   
parusski


Posts: 4468
Joined: 5/8/2000
From: Wyoming, Even Liberals Welcome
Status: offline 		Topdecker I have been a customer for over 12 years. This is just a fluke. Never give in, never. Thank goodness we are not back in the days when there was NO instant downloading. Just be thankful for that.

_____________________________

"I hate newspapermen. They come into camp and pick up their camp rumors and print them as facts. I regard them as spies, which, in truth, they are. If I killed them all there would be news from Hell before breakfast."- W.T. Sherman

(in reply to Topdecker)
Post #: 14
RE: Been a customer for about 5 hours - 9/2/2012 6:20:21 AM   
Topdecker

 

Posts: 5
Joined: 9/1/2012
Status: offline 		parusski - It might interest you to know that CROSS OF IRON got a blu-ray treatment in the UK. The last DVD attempt was pretty poor - really disappointing for such a fine film.

Top

< Message edited by Topdecker -- 9/2/2012 7:11:33 AM >

(in reply to parusski)
Post #: 15
RE: Been a customer for about 5 hours - 9/2/2012 11:48:04 AM   
ilovestrategy


Posts: 3628
Joined: 6/11/2005
From: San Diego
Status: offline
quote:

ORIGINAL: Topdecker

parusski - It might interest you to know that CROSS OF IRON got a blu-ray treatment in the UK. The last DVD attempt was pretty poor - really disappointing for such a fine film.

Top



I love that movie!

_____________________________

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

(in reply to Topdecker)
Post #: 16
RE: Been a customer for about 5 hours - 9/2/2012 12:00:47 PM   
parusski


Posts: 4468
Joined: 5/8/2000
From: Wyoming, Even Liberals Welcome
Status: offline
quote:

ORIGINAL: Topdecker

parusski - It might interest you to know that CROSS OF IRON got a blu-ray treatment in the UK. The last DVD attempt was pretty poor - really disappointing for such a fine film.

Top


NOOOOOOO. I was not consulted about this project, as I should have been. Time to call Dewey, Cheatem & Howe.

_____________________________

"I hate newspapermen. They come into camp and pick up their camp rumors and print them as facts. I regard them as spies, which, in truth, they are. If I killed them all there would be news from Hell before breakfast."- W.T. Sherman

(in reply to Topdecker)
Post #: 17
RE: Been a customer for about 5 hours - 9/2/2012 8:45:43 PM   
Alan Sharif

 

Posts: 356
Joined: 8/1/2001
From: UK.
Status: offline 		I too buy download, with a hard copy back up, and have never had an issue downloading. Beats waiting for the game to arrive in the post by a country mile.

_____________________________

A Sharif

(in reply to parusski)
Post #: 18
RE: Been a customer for about 5 hours - 9/2/2012 9:10:25 PM   
PipFromSlitherine

 

Posts: 381
Joined: 6/23/2010
Status: offline
quote:

ORIGINAL: Topdecker

I've hung around for a bit so I know that Matrix has some loyal customers and I am trying to discuss this in a way that can have a productive outcome. That several of you have said that you don't experience speed problems is good enough for me to count my problems as being non-typical.

In case it was not clear in my original post, the links that Plimus sent me placed the software on an Amazon CDN (Cloud Developer Network) server. From what I have read, those servers are designed to have a top speed of around 40k, bouncing around between 30k and 50k fairly erratically. My speeds basically matched some speed tests I found posted on the web. The links for this are normally obscured via some java script, but I use a download manager and was able to see where the transfer ultimately resolved from (which is why I included the jpg).

It will probably be something cool, like Plimus running out of monthly bandwidth and splashing downloads over to a secondary mechanism like Amazon's cloud. But, that's just me guessing.

Top

Sorry your download was so slow. As others have said, that isn't the usual speed . There is absolutely no 40k/s limit on the cloud downloads - as shown by the many posters in this thread getting much higher download rates.. As I understand it, Plimus use the cloud for all their downloads - Amazon has a hugely scalable and fault tolerant setup which is used by many distribution companies.

In the past when people have had download issues it seems to have been a temporary bottleneck somewhere on the route from cloud to downloader. I couldn't find an appropriate thread to point you to in my quick search I'm afraid. I do know that using a download manager often solves the speed issues, so not sure why it did not for you (were you using multiple streams on the same link?).

Cheers

Pip


(in reply to Topdecker)
Post #: 19
RE: Been a customer for about 5 hours - 9/2/2012 9:40:07 PM   
ezz

 

Posts: 538
Joined: 7/4/2004
Status: offline 		Well my Matrix games have taken hours to download.
So much so I thought this was just normal for Matrix.

I just downloaded overnight. I seem to remember Panzer Corps said 4 hours download and was still clunking away 5 hours after start.
Its certainly happened to me more than once.

(in reply to PipFromSlitherine)
Post #: 20
RE: Been a customer for about 5 hours - 9/2/2012 11:02:52 PM   
radic202

 

Posts: 211
Joined: 6/7/2012
Status: offline
Bizarre! I have DL many Games here and can;t remember them ever taking longer then 10-15 minutes. Now some patches can take much longer (even if they are much smaller, so weird). But for patches I tend to do a direct DL and not always from the game launcher for that reason.

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It is much harder to think about doing something than actually doing it!

(in reply to ezz)
Post #: 21
RE: Been a customer for about 5 hours - 9/2/2012 11:22:03 PM   
planner 3

 

Posts: 618
Joined: 3/7/2008
Status: offline 		Now when I was on "dialup" my life was miserable, even with any Matrix Down load sent my way,.

But now with DSL I'm old and gray,

My downloads from start to play,

are always less than an hour away.

Hey, hey hey

_____________________________

"As Pogo said, 'We have met the enemy and he is us' "

(in reply to radic202)
Post #: 22
RE: Been a customer for about 5 hours - 9/3/2012 12:54:05 AM   
PipFromSlitherine

 

Posts: 381
Joined: 6/23/2010
Status: offline 		I think Iain has said that the best way for us to try and track down slow downloading (especially if it is persistent if you try starting the download again) is to try and open a ticket as soon as you spot the slow speeds. If someone spots the ticket quickly enough then we can try and track the route of the download and see where the issue lies. Because of the distributed nature it is almost impossible to work out the issue after the fact.

Cheers

Pip

(in reply to planner 3)
Post #: 23
RE: Been a customer for about 5 hours - 9/3/2012 2:50:02 AM   
Topdecker

 

Posts: 5
Joined: 9/1/2012
Status: offline 		Pip -

Even after I had downloaded the game, I tried again and got the same lackluster speeds. I had been hoping that it would be fast and I could just write it off as a fluke.

CDN sites are supposedly location intelligent - ie they route users to a server that is physically closer. So this could be pretty interesting to unravel.

I work in IT and can follow instructions, so if there is something you want me to try...

Top

(in reply to PipFromSlitherine)
Post #: 24
RE: Been a customer for about 5 hours - 9/3/2012 3:57:59 AM   
JW

 

Posts: 944
Joined: 8/12/2000
From: Monroe, LA, USA
Status: offline 		I've never had a problem with a download that slow. Just wanted to add to the 'this is not the normal experience' side. I really cannot remember ever having a download problem of any type with Matrix.

(in reply to Topdecker)
Post #: 25
RE: Been a customer for about 5 hours - 9/3/2012 6:41:16 AM   
jomni


Posts: 2518
Joined: 11/19/2007
Status: offline 		Downloading games from Plimus is relatively ok.  But downloading updates from Matrix servers can be quite slow at times. :P

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(in reply to JW)
Post #: 26
RE: Been a customer for about 5 hours - 9/3/2012 10:59:22 AM   
Iain McNeil


Posts: 1496
Joined: 10/26/2004
From: London
Status: online 		I'm not an expert on this but my understand is that when you make a connection to the files it takes a specific route. Sometimes the route can be slow because a link in the chain is slow. The best way to fix this is to cancel the download and start again as every time it links it takes a different route through the thousands (millions?) of nodes that connect the internet. This is true of any connection with the Internet and file download you are making. If it is slow, just try again and you can get a completely different transfer rate. If you persistently get a slow rate there may be other causes such as a local limit but to be honest its unlikely to be an issue on the cloud as its so big unless there is some odd huge demand around the world at a specific date/time.

_____________________________

Iain McNeil
Director
Slitherine Software
Website http://www.slitherine.com

(in reply to jomni)
Post #: 27
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