Matrix Not Answering Support E-Mails?

[Ramius]

For the past two weeks I have been unsucessfully trying to download The Campaign Series and Carriers at War from the European online store. I have done all the usual with browser cookies etc and have tried two different VISA credit cards and PayPal, all without sucess. The really sad thing is that I have been a long standing customer of Matrix, purchasing nearly all their games but the FOUR separate e-mails that I have sent to support@matrixgames.com have not even generated an acknowledgment or reply.

When trying to complete the order I get the same code: error message 30024003

Can anyone advise?

[Marc von Martial]

I'll make sure tech support sees this post. Sorry.

[Erik Rutins]

Ramius,

ORIGINAL: Ramius
For the past two weeks I have been unsucessfully trying to download The Campaign Series and Carriers at War from the European online store. I have done all the usual with browser cookies etc and have tried two different VISA credit cards and PayPal, all without sucess. The really sad thing is that I have been a long standing customer of Matrix, purchasing nearly all their games but the FOUR separate e-mails that I have sent to support@matrixgames.com have not even generated an acknowledgment or reply.
When trying to complete the order I get the same code: error message 30024003
Can anyone advise?

Please e-mail me at erikr@matrixgames.com and we'll find out why you didn't receive a reply and how to resolve your issue.

Regads,

- Erik

[wj10]

I have had the same problem with unanswered e-mails. Could there be a technical problem with e-mails sent to Matrix customer support not getting there. David checked into one I sent and couldn't find it in their inbox. I had and still have a problem downloading a game. My last three e-mails to customer support have gone unanswered.

[JAMiAM]

ORIGINAL: BillJ


I have had the same problem with unanswered e-mails. Could there be a technical problem with e-mails sent to Matrix customer support not getting there. David checked into one I sent and couldn't find it in their inbox. I had and still have a problem downloading a game. My last three e-mails to customer support have gone unanswered.

Over the last year, I've had others report the same thing, and even some of my own have gone missing - as a developer, no less. My guess is that they have their spam filter dialed too strictly. In my opinion, there should be NO spam filter on any support email addresses, as it really negates the use of a support contact point, when it may indiscriminately toss legitimate support contacts.

I know that in reality this is usually not the case, but in my opinion until ANY email sent to a support address is read and verified to be spam, it should a priori be assumed to be legitimate. It may be tedious to physically scan hundreds of spam emails a day, but in the customer support aspect, it has to be seen as a cost of doing business.

One of the things that customers who have problems can do to help the company filter out their legitimate inquiries from all the dross, is to put a well crafted subject line on their email. Be sure to mention the game involved, its commonly known acronym, and a very brief description of the problem. Some examples:
"Serial number missing on Forge of Freedom (FoF) disk."
"Conquest of the Aegean (CotA) Manual not shipped with physical delivery."
"Patch installation failed with The Operational Art of War III (TOAWIII)."

In this way, even if Matrix should choose to not heed this advice to do a visual scan of all emails and still relies solely on automated spam filters, the customer may still activate some of the key words that any decent spam filter can be set up to recognize, in order to pass through legitimate emails. Food for thought, for all involved.

[Erik Rutins]

ORIGINAL: BillJ
I have had the same problem with unanswered e-mails. Could there be a technical problem with e-mails sent to Matrix customer support not getting there. David checked into one I sent and couldn't find it in their inbox. I had and still have a problem downloading a game. My last three e-mails to customer support have gone unanswered.

I'm starting to wonder the same thing. Every time we see a report like this, we check our support e-mail archives and none of these messages ever arrived, though I'm sure people sent them. I don't know why the same people would be able to reach me at erikr@matrixgames.com but not our normal support address. In any case, if you have a problem and you don't get an answer from support you can try e-mailing me directly or send me a forum PM with your e-mail address.

[Bigfish]

Hello there,

if this problem is caused by the spam filter there is another way to solve this problem. It should be possible to work with a web based mail formular. Because all mail from the formular site arrives with a well known mail adress from a well known server IP any spam filter could be advised to let this mail passes through the filter.

But there are many more reasons why a mail messages did not arrive the inbox.

@Erik: Are there automated replys when a mail is sent to the support adress? Then you can write on the support web site that an automated reply will sent within 48 hours (normal mail timeout). If the reply will not arrive this time then please contact us another way e.g. the web formular.

greets
Bigfish

[sapper99]

Its been awhile since I've been here but I'm having the same problem with support. Since this thread was started in June and its now October one would think the problem had been fix. It has not been. I have been having trouble purchasing Guns of August and am getting absoloutley no reply from support!

4 emails later and no response and now I've had it! I have sent 2 from my email and 2 from the support site! You would think they would at least get the ones sent from their own site! When sending from the site I get a confirmation screen that says the email will be answered in the order in which it was received. Well just how many emails does support receive that I haven't gotten a response yet?

As a long time supporter of Matrix I would expect better customer service. Eric, I'm gonna send you the last email I sent to support.

[kinkomaster]

Geez, Erik, I hate to pile on, but I bought UFO:Ex back in June and have been trying to get it to run on my laptop ever since.  I've sent you guys over 8 emails and gave up back in August.  I basically figured that I had bought a $50 dud that you guys were never going to patch so that my video card would be able to work with it.  I know what EXACTLY is wrong with the program and why it won't run, but I can't seem to get anyone from Matrix to help me out.  I hate doing it, but I told a couple friends who love wargames to stay away unless they want to take the "buy as is" risk.  If you can solve my UFO problem, I'll return to my refering ways, because you have a lot of games I would LOVE to get...but the support leaves me very cautious.
 
Think you can help me out, or should I just write this all off to experience and buy my games elsewhere?

[Marc von Martial]

ORIGINAL: sapper99

Its been awhile since I've been here but I'm having the same problem with support. Since this thread was started in June and its now October one would think the problem had been fix. It has not been. I have been having trouble purchasing Guns of August and am getting absoloutley no reply from support!

4 emails later and no response and now I've had it! I have sent 2 from my email and 2 from the support site! You would think they would at least get the ones sent from their own site! When sending from the site I get a confirmation screen that says the email will be answered in the order in which it was received. Well just how many emails does support receive that I haven't gotten a response yet?

As a long time supporter of Matrix I would expect better customer service. Eric, I'm gonna send you the last email I sent to support.

What support account do you send them too? Matrix Games or Digital River?

[Marc von Martial]

ORIGINAL: kinkomaster

Geez, Erik, I hate to pile on, but I bought UFO:Ex back in June and have been trying to get it to run on my laptop ever since. I've sent you guys over 8 emails and gave up back in August. I basically figured that I had bought a $50 dud that you guys were never going to patch so that my video card would be able to work with it. I know what EXACTLY is wrong with the program and why it won't run, but I can't seem to get anyone from Matrix to help me out. I hate doing it, but I told a couple friends who love wargames to stay away unless they want to take the "buy as is" risk. If you can solve my UFO problem, I'll return to my refering ways, because you have a lot of games I would LOVE to get...but the support leaves me very cautious.

Think you can help me out, or should I just write this all off to experience and buy my games elsewhere?

Same question, what support account do you send them too? Matrix Games or Digital River?

[Erik Rutins]

We turned off the spam filter on our support account entirely so that we wouldn't have any e-mails missed. Nevertheless, reports continue. These seem to be the most common reasons why "Matrix Support Doesn't Answer":

1. The e-mail wasn't sent to Matrix Support. Our address is support@matrixgames.com, that's the way to directly reach us. Some customers contact us after first sending multiple e-mails to addresses at Digital River without a reply, assuming that it's the same thing. In such a case, we will resolve the issue and also investigate with DR as to why they did not reply. So far, most of that comes down to wrong addresses there too. The correct address for DR store support is webhelp@digitalriver.com.

2. The e-mail vanished into the internet void. A few e-mails never turn up, despite correct addresses, etc. In a few cases, there was a typo in the address that was then re-used (with typo intact) as frustration grew. The internet can be a black hole at times.

3. An e-mail was sent to us on Friday night and by the time we responded on Monday morning had already been followed up with six increasingly angry e-mails. While we try to get to support e-mails every single day, some weekends that does not happen, in which case we catch up on Monday.

If none of these apply to you, then please let us know what address you e-mailed to and when so that we can find out what happened. We answer many e-mails every day, so lots of folks are getting through to us without a problem.

Regards,

- Erik

[Erik Rutins]

ORIGINAL: kinkomaster
Geez, Erik, I hate to pile on, but I bought UFO:Ex back in June and have been trying to get it to run on my laptop ever since.  I've sent you guys over 8 emails and gave up back in August.  I basically figured that I had bought a $50 dud that you guys were never going to patch so that my video card would be able to work with it.  I know what EXACTLY is wrong with the program and why it won't run, but I can't seem to get anyone from Matrix to help me out.  I hate doing it, but I told a couple friends who love wargames to stay away unless they want to take the "buy as is" risk.  If you can solve my UFO problem, I'll return to my refering ways, because you have a lot of games I would LOVE to get...but the support leaves me very cautious.

See our replies on contact issues, but as a side note the latest UFO patch expands the supported video card range to include older/integrated cards, so you might try that if yuo haven't already.

[Erik Rutins]

ORIGINAL: sapper99
4 emails later and no response and now I've had it! I have sent 2 from my email and 2 from the support site! You would think they would at least get the ones sent from their own site! When sending from the site I get a confirmation screen that says the email will be answered in the order in which it was received. Well just how many emails does support receive that I haven't gotten a response yet?

We don't have a support site with a confirmation, so that sounds like you were e-mailing Digital River. They should certainly respond and if they don't I want to know why, but that's not us.

As a long time supporter of Matrix I would expect better customer service. Eric, I'm gonna send you the last email I sent to support.

I would too - I don't know what your e-mail address is and I've handled several support requests over the last week - did you e-mail me and hear back?

Regards,

- Erik

[kinkomaster]

Wow...that has got to be the most response that I have ever gotten!!    Ok, let me hit things as I go here.  First thing is that I sent all support issues to Matrix Games, since I learned a long time ago that Digital River is a waste of email.
 
Ok, the UFO update.  I open up the splash screen every so often and hit the update button looking for it to update itself.  Do I use that, or do I need to go to a site and physically download the patch?  If I can get it working... I'll do whatever it takes.  Now if the patch doesn't work (I won't be able to try until I get home from work)... what would your suggestion be?  Would you need the make of my video card?  Like I said... just let me know what you need.

[Erik Rutins]

Try manually download the latest update and we'll go from there. Please e-mail me at erikr@matrixgames.com with copies of all your e-mails to us and I'll see if they were received here or not.

[redbear]

Hi Erik

I have the same problem i tryed to buy COTA and TOAWIII and i get an error message i wrote down to digitalriver and i don't get any response i send a email to you to see if you could solve the problem.


the email is under the name redbear415
thanks!