From: Vermont, USA
I'm sorry it looks like that from where you are sitting, but I can say the following:
Support has ignored all 4 requests for help
As posted above, support has replied to your Help Desk requests. Can you please double-check those and let us know if you are not seeing the replies?
Tried Eric Ruitins...ignored
I have not received any communication from you as far as I know, either via PM or e-mail. Had I received it, I would not have ignored it.
Tried Primus direct..ignored
In my experience, this is not your best option, but they do always reply when contacted. I'm really at a loss to figure out how this communication black hole across all possible contact points could happen.
In setting up the new computer this is the only company that does not cooperate or is making it impossible to enjoy something I spent a lot of time and money on.
And that is the exact opposite of what we do, as a rule. We have two people working customer support full-time. I know from experience that we respond daily to all help desk requests. We also respond to e-mail support requests, requests sent via the store and posts here on the forum (though the forum is the least reliable way of getting support, except in a case like this where you have not been able to communicate with us otherwise).
The point I would make is this..if the old customers have no value to Matrix..the new pool of customers will dry up.I have been buying strat games for a very long time..66 years old...and this is the worst customer support I have ever seen.
I know support had my request as they closed out a 2012 ticket the day I sent my request for help.
Again, I'm not sure how this is even possible - but there's absolutely no truth to the conclusions. I understand why you are saying this, but the premise that we ignored your support requests is not true at all. Those we saw we replied to and in my case I never received one from you as far as I can tell.