Matrix Games Forums

Have edited and removed post as problem has been sorted.

Hi there,
 
I am from New zealand and getting very mad with Matrix support.
 
I waited a while for me game to arrive and when it did i looked forward to playing it, only to find i could not even load it. I have tried various opeions but all windows does is say it had an unexpected error, then sends an error report off to windows. I run XP.
 
I mailed the support address on the and waited over a week and got no answer. Then I registared through their site on the 11th jan. and today I have found the support request was closed on the 20th as solved, but no one had contacted me.
 
Does anyone else hve problems with the support department?  

WCS produced "Forge of Freedom," while Matrix published and distributes the game. If you are having a problem with installation of the game then that is a Matrix support problem, but if the game installs correctly but crashes while loading then it is best to post about it here rather than contacting Matrix support.

From your post I get the sense that it is the latter situation, so please describe in more detail what is happening, when it is happening, and what the message is that you get, and we'll help you solve this. A screenshot can also help us to diagnose the problem in certain situations. In general, you should definitely make sure that all of your video and audio drivers as well as Flash! are updated, since those tend to be the three main culprits when FOF won't load.

Hi there Gil,
 
I can't even load the game.
 
The Auto run won't wotl, and just wanrs to send an error report to Microsoft.
 
Support are no use. i e-mailed then diecr but no respnse. I registared on their site and registared the problem on the 11th of Jan, but no answer. When I logged on their again today the status was changed to resolved, but they have neither e-mailed me no posted a solution. Its almost as if they think, well you are in New zealand, we have your money, so, so long  sucker.
 
I looked forward to this game, but now feel so let down that that this will be that last matrix game I ever get!!!   
 
 

I'm sure that Matrix will soon respond, and I've asked WCS's programmer to take a look at your post to see if he can provide technical advice. No matter what, the problem you have experienced with Matrix support has nothing to do with trying to take advantage of you -- Matrix has an outstanding record of providing customer support, but obviously sometimes problems occur. All it takes is someone pressing the wrong button, I should imagine, and an unresolved problem can be registered as resolved.

Just to make sure, you have been able to successfully install the game, but it is when you try to load and play it that the crash occurs? I ask because I am not sure what "auto run" refers to, and because "load" has two possible meanings, and I can't tell which one you're using.

If the game has been successfully installed we'll need more information about your system in order to diagnose it, especially the amount of memory.

Its all the anger coming out in me for no responce from the support people and than closing the case without even contacting me. Forgive me.
 
I can't even load the gamne onto my PC.
 
When you first put the disk in to do the initial load, the Auto run  will start to load the game files onto the PC. In this case it won't run, it just crashed and wants to send error report to Windows.
 
When I try to explore the disk to manually run the install program , I get the same thing, a good old error report for windows.  

Okay, thanks for the clarification. It sounds like you got a bad CD (though that's an unofficial opinion, since I am not with Matrix itself).

Matrix recently announced that a whole bunch of defective CD's went out, and that they are working to rectify the problem: tm.asp?m=2355025 . According to this, the issue was at their U.K. warehouse, and I have no idea whether that's the one from which yours would have shipped.

As I mentioned up above, I've notified someone at Matrix regarding your problem, so my guess is that once the weekend is over you'll be getting a response. But my guess is that you'll need to get a replacement shipped to you -- in which case, unfortunately, it would be a little while longer before you can play FOF.

You might try PM'ing Eric Rutkins with Matrix with your problem and all your info......serial number, order number etc.......he can sort things out for you.

Hi Adrianr,

Unfortunately, while we were mostly shut down over Christmas, DR had some major technical issues. These resulted in some CDs from the UK warehouse shipping out either corrupt and/or without serial numbers printed on them. We took the following steps once we found the problem.

1. All possibly corrupt CDs were replaced and re-shipped at our cost, whether the customer contacted us or not. If you purchased from us, you should either have already received a replacement copy or one should be on the way.
2. All orders that might have had serial numbers missing were contacted by e-mail with their serial number. Note that for these orders (like yours) there was always a serial number assigned to the order, provided on the store screen and via e-mail when the order was completed and available via www.findmyorder.com, but it was not printed on the CD.

I'm concerned to hear that you had a bad experience with our support. Was this with our own Help Desk or with Digital River's store support? In any case, feel free to contact me at erikr@matrixgames.com with details and we will investigate.

Regards,

- Erik