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Tech Support - 10/4/2012 10:25:20 PM   
RangerX3X


Posts: 301
Joined: 11/21/2007
From: Jacksonville, FL USA
Status: offline
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.



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RE: Tech Support - 10/4/2012 11:57:38 PM   
**budd**


Posts: 1551
Joined: 7/4/2009
From: Tacoma
Status: offline
Bravo, that's one of the reasons i spend my money here.

_____________________________

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 RangerX3X)
Post #: 2
RE: Tech Support - 10/5/2012 1:10:45 AM   
radic202


Posts: 421
Joined: 6/7/2012
From: Ontario, Canada
Status: online

quote:

ORIGINAL: **budd**

Bravo, that's one of the reasons i spend my money here.



Same Here!

I had a computer crash over a year ago and sent an email to Tech Support and within 24 hours they had re-linked me with my games plus suggested how I should back them up (which I have) if it ever happened again.

Good Customer Service is hard to find these days!

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

(in reply to **budd**)
Post #: 3
RE: Tech Support - 10/5/2012 6:41:49 AM   
Scott Parrino

 

Posts: 263
Joined: 4/13/2012
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Christian is a great guy, and its great to see him getting some kind words! I'll be sure to let him know of his efforts!

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(in reply to radic202)
Post #: 4
RE: Tech Support - 10/15/2012 11:54:43 PM   
CG_Gamer

 

Posts: 32
Joined: 5/25/2008
Status: offline
Can't say I had as good of an experience. I have two of my older games I am trying to play (EIA and GOA) and can't seem to do so. After about two weeks of back and forth with Christian he more or less shrugged his shoulders and told me to post in tech support to see if anyone could help. Two weeks later and 0 replies. Looks like I'm just SOL for playing my games. Not happy...but can't exactly blame Christian either, he tried.

(in reply to Scott Parrino)
Post #: 5
RE: Tech Support - 10/16/2012 12:52:22 AM   
bairdlander

 

Posts: 1694
Joined: 3/28/2009
Status: offline
He helped me get all my purchases back except WitPAE unfortunatley.

(in reply to CG_Gamer)
Post #: 6
RE: Tech Support - 10/16/2012 1:34:46 AM   
**budd**


Posts: 1551
Joined: 7/4/2009
From: Tacoma
Status: offline
Seems to me i remember matrix saying everything from the old purchases from digital river would be migrated over and available for redownload at sometime in the future. Wonder if this is still on the agenda?

< Message edited by **budd** -- 10/16/2012 1:36:50 AM >


_____________________________

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 bairdlander)
Post #: 7
RE: Tech Support - 10/16/2012 2:25:51 PM   
Rtwfreak

 

Posts: 381
Joined: 12/11/2011
Status: offline
Yep you can't beat the customer service here. Now if Western Civilization developers would just get on that Ancients campaign game we'd have a total customer service winner here.

(in reply to **budd**)
Post #: 8
RE: Tech Support - 10/17/2012 1:19:43 AM   
bairdlander

 

Posts: 1694
Joined: 3/28/2009
Status: offline

quote:

ORIGINAL: **budd**

Seems to me i remember matrix saying everything from the old purchases from digital river would be migrated over and available for redownload at sometime in the future. Wonder if this is still on the agenda?

i called DR and they said they have no record of me or my many purchases

(in reply to **budd**)
Post #: 9
RE: Tech Support - 10/19/2012 3:31:45 PM   
Rtwfreak

 

Posts: 381
Joined: 12/11/2011
Status: offline
Why don't you guys register your games in the Members section? Then you don't have to worry who you bought the game from or when. You just go there and redownload your games because once they are registered there they are registered for the life of Matrixgames or you whoever dies first. Just doesn't make sense you guys not taking 5 minutes out of your lives to register your games. I'm a very organized person though. I do several things to backup my games from burning them to cd and dvds to registering and even putting the setup.exe on flash drives now. So simple, so easy nowadays just no excuse not to have some form of backups and stored cd key information. I even put those in my email files online in a folder that is specifically for cd keys. Just type the name of the game and the cd key.

(in reply to bairdlander)
Post #: 10
RE: Tech Support - 10/19/2012 3:39:41 PM   
SapperAstro

 

Posts: 208
Joined: 10/28/2002
From: Penrith, Australia
Status: offline
Cd keys and all new games are covered, but some of the old stuff is not linked in to the 'special download area'.

After misplacing a number of my CD's with the EXE's on them, I have since started using a flash drive now.

(in reply to Rtwfreak)
Post #: 11
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