I am really annoyed because....

[IainMcNeil]

We understand this is frustrating when you just purchased a game and just want to play, but there are not really any hoops to jump through - just mail support and they'll issue a new download link. I understand there might be a delay before that reply arrives but it doesn't really take any effort. We are looking for better ways to re-issue downloads but it is not as simple as it sounds and as Erik says currently the only way to guarantee that the purchase is registered to your account is to do it while logged in. We're continually improving the system though so watch this space.

[serptex]

They do provide a "Digital River" retrieval link but it demands yet another defunct login and password, states my order number doesn't exist and demands part of the card number when it was ordered with PayPal. Undoubtedly this is the most amateurish, unfriendly and unusable order system I have had the misfortune to encounter.

I don't know what justification they think they have for sticking with this awful mess, but next time go with Steam or just ditch the worthless DRM attempts completely (it seems to work fine for Introversion). However much proper publishers like Steam or Paradox demand of you cannot be worse than the damage this joke of a site is inflicting on you, and since you've stuck with it for 3+ years I don't see you coming out with a usable system yourselves.

[Osito]

ORIGINAL: Erik Rutins

Hi BlackRain,

If you were logged into our site when you purchased them, you should be able to automatically get new download links through our Members Club.

If you were not, you can contact our Help Desk (instead of Plimus) and you should get a quicker reply with new download links.

Regards,

- Erik

I wasn't previously aware of this facility, but now that I have set it up I do have one comment. It seems to allow you to change your password without any confirmation being required (i.e. you're only asked to type it in once). I guess it's not a great problem to have it reset, if you enter something different from what you intended, but I was surprised at the lack of a cross check.

[serptex]

There is nothing but hoops to jump through.

Support is useless - I finally get a reply telling me to log in to yet another page (the press area now, really? You can't even issue a new download link for your own game?) and the details they tell me to use do not work. The page wouldn't even load in the first browser I tried. So far you've directly wasted at least half an hour of my time ticketing, searching your horrible site for help and futilely trying various logons. Plus the time I've chosen to spend complaining here.

I still have no ability to play the game I spent $100 on.

I'm inclined to be extremely forgiving to a small developer such as yourselves but you've exhausted all my goodwill.

[Erik Rutins]

Hi Serptex,

Normally they would only use the Press/Media area if you had purchased from the old store and no download link was available from the new one. I've used that option myself and it certainly works. I'd give the info they sent you another try in a different browser and ping them back. If you don't get a reply tonight, you can e-mail me at erikr@matrixgames.com and I'll see what I can do.

It's fair to add that keeping copies of your installers is always a good idea too, if you don't want to go through support to get a new download link.

Regards,

- Erik

[demiller]

I uninstalled all the DW games I had installed last night, downloaded new copies where I needed them from the Members Club, and re-installed fresh on a different HDD. Took me about 15 minutes before I was up and playing. Really, it isn't tough.

[Mozo]

Just to say something here because I was in the same boat.

Customer support got back to me in like a couple of hours (not days!). I was so impressed. They got me a link and I only had to wait about 2 hours to play. And it was at night. VERY impressed with the courtesy and speed at which they got back to me.

Thanks Matrix Games!

Mozo