serial number???

jacmar · Post by **jacmar** » Thu May 18, 2006 3:43 am

I purchased the download about an hour ago. I downloaded the game with no problem. When I tried to install it, I received a message to enter the serial number. I didnt see any. I called Matrix, and the man said that I may have to wait 12 hours because the order hasnt been processed yet. Does this sound right? I thought I would be playing tonight. Thanks..

jacmar · Post by **jacmar** » Thu May 18, 2006 4:20 am

Heres an update....I called the order phone number, and they told me that I should email support. I was told that they might have the serial number for me within 42 hours. Personally, I think this is ridiculous. Am I the only one having this problem? What am I supposed to do? Ive called 3 times, and no one can help me. I am starting to regret ever ordering the game.

sovereignstar · Post by **sovereignstar** » Thu May 18, 2006 4:29 am

Should've been a serial number on your invoice. Try this link and enter in your details. Then view the invoice.

http://www.findmyorder.com/

jacmar · Post by **jacmar** » Thu May 18, 2006 4:35 am

...I appreciate your help Sovereignstar...I went to that site and entered my info, but there was no serial number there. I called a few times, and no one knows anything. No one can tell me what to do. You have to say to yourself, this is pretty ridiculous.

jacmar · Post by **jacmar** » Thu May 18, 2006 4:47 am

After calling customer service a few times, it seems like I have two choices of action. One would be to just purchase the game again, and hope that there will be a serial number included this time. The other choice would be to sit tight, and maybe the serial number will be sent to me someday. Which would you choose? Personally, I am not going to hold my breath on either one. I am totally disgusted.

sovereignstar · Post by **sovereignstar** » Thu May 18, 2006 4:48 am

ORIGINAL: jacmar

...I appreciate your help Sovereignstar...I went to that site and entered my info, but there was no serial number there. I called a few times, and no one knows anything. No one can tell me what to do. You have to say to yourself, this is pretty ridiculous.

So entering your details at that site didn't lead to another page? One with your name, address, email, etc?

sovereignstar · Post by **sovereignstar** » Thu May 18, 2006 4:50 am

Did you ever get an e-mail after ordering? I got an invoice sent to me with a serial number.

Marc von Martial · Post by **Marc von Martial** » Thu May 18, 2006 8:28 am

Please email to:

support@matrixgames.com

jacmar · Post by **jacmar** » Thu May 18, 2006 12:03 pm

I did get a conformation email...there was no serial number included...I did write to customer support...all they wrote me back were the same things that youre telling me, which I did last night..I did recieve another page with my details of the invoice...but there was no serial number. I called the customer support number again this morning. They said they will try and issue me a new serial number and email it to me. I will keep the forum posted on this. Once again, thanks for your help.

jacmar · Post by **jacmar** » Thu May 18, 2006 2:27 pm

10:30am EST....Update.....still no email with any serial number...it is now 12 hours since I purchased the download....considering they are open 24 hours, its hard to understand why it is taking so long just to reissue a serial number..I just got of the phone with a supervisor from customer service..He said that they will TRY and have a serial number emailed to me by the END of the day....I will continue to post updates in this forum...somehow i get the feeling that Shawn may come out with a new version before I get the serial number for Puresim7....

donkuchi19 · Post by **donkuchi19** » Thu May 18, 2006 2:34 pm

Jacmar,

I just followed the findmyorder link from above. I put in my e-mail address and last 5 of my credit card. It listed all of my Matrix orders. I clicked on View Invoice. It gave me a little chart that showed the product and price in the second row and the serial number in the third row. Check it again and see what you get. It should be there.

jacmar · Post by **jacmar** » Thu May 18, 2006 2:44 pm

I tried that last night Donkuchi...and the invoice was there, but no serial number...They confirmed that for me when I called them, as they didnt see it there either...

donkuchi19 · Post by **donkuchi19** » Thu May 18, 2006 2:49 pm

Sorry,

Matrix is usually pretty good at resolving these problems. You may want to contact Erik Rutins. They'll get it fixed for you I am sure.

jacmar · Post by **jacmar** » Thu May 18, 2006 3:15 pm

Thanks Donkuchi...I will give them the rest of the day to see if they will email me a serial number. If nothing happens today, I will contact Erik tomorrow.

Erik Rutins · Post by **Erik Rutins** » Thu May 18, 2006 3:24 pm

jacmar,

ORIGINAL: jacmar
10:30am EST....Update.....still no email with any serial number...it is now 12 hours since I purchased the download....considering they are open 24 hours, its hard to understand why it is taking so long just to reissue a serial number..I just got of the phone with a supervisor from customer service..He said that they will TRY and have a serial number emailed to me by the END of the day....I will continue to post updates in this forum...somehow i get the feeling that Shawn may come out with a new version before I get the serial number for Puresim7....

I'm sorry for what you've been through here. Digital River is open 24 hours but Matrix is not. Since your problem occurred just before midnight, it took until this morning for it to come to our attention. It's certainly not normal, but the best way to resolve this is to e-mail support@matrixgames.com and we'll sort it out with you and DR. We'll need to get some confidential info from you, so this is not best handled on the forum. I have to assume this is a transient store glitch of some kind, since it hasn't affected anyone else.

Did you use a fast payment method (like a credit card) or something that takes longer to clear, like a bank transfer?

Please feel free to also e-mail me at erikr@matrixgames.com. Our normal DR rep started his vacation today, I've already contacted his backup to try to get this resolved.

Regards,

- Erik

jacmar · Post by **jacmar** » Thu May 18, 2006 3:42 pm

Thanks Erik...I just sent you an email... I appreciate your help in this matter....

eyetron · Post by **eyetron** » Thu May 18, 2006 8:36 pm

This has also happened to me.

I ordered both the download and physical disk.

The invoice shows seial # as: "Not serialized"

I also emailed support.

Erik Rutins · Post by **Erik Rutins** » Thu May 18, 2006 8:37 pm

Thanks, it looks like a few of the new physical+digital orders are having some issues in this regard. We've been working with DR on this all day and I expect it to be resolved shortly. As part of the resolution, the handful of orders that are missing serial numbers will all receive a new confirmation e-mail and should be contacted to make sure they have received it.

Regards,

- Erik

jacmar · Post by **jacmar** » Thu May 18, 2006 8:40 pm

Thanks Erik...anxiously awaiting that email...looking forward to getting started too....

eyetron · Post by **eyetron** » Thu May 18, 2006 8:45 pm

Thanks for the Ultra quick response!

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