Coupon & Serial Issues
Posted: Fri Jul 03, 2015 6:43 am
Hi guys,
first off let me apologize for the issues and confusion. A number of things combined to really create a perfect storm here. This is how it works.
Anyone who has a copy of Revolution Under Siege from Slitherine/Ageod or Matrix is able to upgrade to the Gold version for just $4.99 ($14.99 if you want the boxed edition). Unfortunately it is not possible to offer this discount to people who bought else where as we do not have the serials to validate. We only have access to the serials that we generated. We understand some people will be upset about this but we simply don't have access to the information supplied by paradox at the time so no way to set this up.
You can redeem a Steam key with a revolution under siege Gold serial. ONLY RUS GOLD SERIALS CAN BE REDEEMED for a steam key. You cannot redeem a steam key for the original Revolution Under Siege as it does not exist on steam.
Now on to what went wrong
* The announcement about the discount was not made. This is just a brain freeze as everything was set up and we blanked the fact we had to announce it. If you have a serial from Slitherine/Matrix or Ageod you are eligible for the $20 discount. As mentioned above we cannot verify keys bought elsewhere so you cannot use them for a discount.
* The steam key redemption was not explained. Some people seemed to think RUS was now available on Steam. They were trying to redeem a steam key with their RUS serial. Only RUS Gold serials can be used to redeem a steam key. Combined with point 1 above this caused extra confusion.
* The steam redeem system was setup but not turned on for release. This is part of the standard test process so somehow it got missed on this release. No excuses here. Combined with the point above created more confusion.
* Some keys were missing. Ageod has been selling RUS for a very long time and some of the original batch of keys generated were missing from the list that was supplied for the discount codes. This was not noticed until we had support calls on keys that were valid and we found they were missing from the list.
These 3 things combined to make a disastrous first impression. We are very sorry for the confusion and lack of information and know its simply not good enough. We're having an internal review today to ensure this doesn't happen again. Once again apologies for the confusion and the system is up and running fully as intended now.
If you are still experiencing issues and you think your key should be valid please do contact support with your serial number so we can investigate. Note if you bought from another site there is unfortunately nothing support can do to help.
Edit - I forgot to add, if you bought the game at full price and have a valid coupon please contact support and they will issue you a refund for the difference.
Hopefully we can now move on to enjoying this great game and put the launch issues behind us.
Thanks
The Matrix/Slitherine & Ageod Teams
first off let me apologize for the issues and confusion. A number of things combined to really create a perfect storm here. This is how it works.
Anyone who has a copy of Revolution Under Siege from Slitherine/Ageod or Matrix is able to upgrade to the Gold version for just $4.99 ($14.99 if you want the boxed edition). Unfortunately it is not possible to offer this discount to people who bought else where as we do not have the serials to validate. We only have access to the serials that we generated. We understand some people will be upset about this but we simply don't have access to the information supplied by paradox at the time so no way to set this up.
You can redeem a Steam key with a revolution under siege Gold serial. ONLY RUS GOLD SERIALS CAN BE REDEEMED for a steam key. You cannot redeem a steam key for the original Revolution Under Siege as it does not exist on steam.
Now on to what went wrong
* The announcement about the discount was not made. This is just a brain freeze as everything was set up and we blanked the fact we had to announce it. If you have a serial from Slitherine/Matrix or Ageod you are eligible for the $20 discount. As mentioned above we cannot verify keys bought elsewhere so you cannot use them for a discount.
* The steam key redemption was not explained. Some people seemed to think RUS was now available on Steam. They were trying to redeem a steam key with their RUS serial. Only RUS Gold serials can be used to redeem a steam key. Combined with point 1 above this caused extra confusion.
* The steam redeem system was setup but not turned on for release. This is part of the standard test process so somehow it got missed on this release. No excuses here. Combined with the point above created more confusion.
* Some keys were missing. Ageod has been selling RUS for a very long time and some of the original batch of keys generated were missing from the list that was supplied for the discount codes. This was not noticed until we had support calls on keys that were valid and we found they were missing from the list.
These 3 things combined to make a disastrous first impression. We are very sorry for the confusion and lack of information and know its simply not good enough. We're having an internal review today to ensure this doesn't happen again. Once again apologies for the confusion and the system is up and running fully as intended now.
If you are still experiencing issues and you think your key should be valid please do contact support with your serial number so we can investigate. Note if you bought from another site there is unfortunately nothing support can do to help.
Edit - I forgot to add, if you bought the game at full price and have a valid coupon please contact support and they will issue you a refund for the difference.
Hopefully we can now move on to enjoying this great game and put the launch issues behind us.
Thanks
The Matrix/Slitherine & Ageod Teams