From: Jacksonville, FL USA
I recently purchased a new PC and wanted to install some games on it that I bought from Matrix awhile back, namely Conquest of the Aegean, Battles from the Bulge and the expansion pack, Highway to the Reich.
These games were purchased with the boxed edition so that I could have them handy for just such a situation, however they were in storage and not easily accessible to me. Eager to play these games on my new rig, I found the original emails with the links and attempted to download them again.
Unfortunately those links had expired. I did a quick search of the Matrix tech support information at the following link and was referred to Plimus. I fired off a quick email and received a response the next morning indicating that they were unable to assist me.
I then contacted Matrix support and received a prompt response from a Christian Bassani from Slitherine Ltd / Matrix Games who apologized for the response from Plimus and more importantly provided me with exactly what I needed, the download links and keys for the games that I had purchased.
My collection of games includes shooters, racers, action games, etc. and very few war games. However it is the war game developers and distributors who are at the forefront of customer service. Albeit the initial hiccup with Plimus, my inquiry was totally resolved within 48 hours. It would be total folly for me to even expect something like that from a company like EA Games.
So I just wanted to drop a note and express my appreciation for the professionalism and expediency of the support staff that services these games as it is first rate.