Problems trying to purchase from you - fed up

[JonBrave]

Hi,

I have been trying to place an on-line order with yourselves (matrixgames) for 2 of your games.

It goes off to digitalriver.com, and the long and the short is that --- once I have successfully navigated the not-very-helpful and certainly not-geared-for-non-US-purchases site --- my purchase ends up getting rejected (my original attempt was accepted, then I received an email announcing it had been cancelled with NO REASON AT ALL being given). I have verified with my credit company that there is no problem with it, and indeed they have received no requests which they have rejected.

I have spoken to "customer service" in Europe (Ireland), they haven't got a clue. I & they have spent hours trying various resubmissions, to no avail. Finally matrixgames@digitalriver.com has deigned to reply "Unfortunately, due to the error you received we will need to investigate this issue before you can attempt to place your order again."

The gist of the way its going is that I feel I'm being treated like rubbish when all I want to do is spend some money with Matrix Games. If you/they want to encourage on-line ordering, it needs to be less of an assault course with arcane suggestions as to how to attempt to fill in the form.

So....

Has anyone else had trouble with on-line ordering?

Is DigitalRiver a "part" of Matrix Games, or just a not very good/helpful out-sourced vendor?

Does anyone at Matrix Games care, and/or would like to help me spend my money with them?

Thanks.

[wworld7]

It is possible that many of the Matrix people are still in-route back from the HUGE Origins-07 convention. I am sure somebody from Matrix will respond to you within a day or so.

One of your questions I can answer.

Digital River is NOT part of Matrix. They are a large site that many companies use.

I hope this gets worked out to your satisfaction.

Be well,

[Marc von Martial]

Quick question, did you use the UK portal of the online shop?

[Hertston]

I've never had any trouble at all in 18 (ulp..) purchases now from Matrix via the UK store. The Matrix bods are very helpful but as the last poster said they have decamped en masse to Origins this week. I'm sure someone will sort it out when they get back, if its anything DR can do. Despite the denial it may well have as much to do with the credit card company.

EDIT: Well, except Marc anyway!

[ravinhood]

Everytime I read one of these I get to smile really big [:D] Cause yah all know how I feel about online purchasing and downloading. [:D] But, I do hope your problem gets solved (and most likely it will when Erik sees this). Even though it makes me smile when I see online purchasing difficulties [:D] I hate it.

[carnifex]

As someone who has experience with cc verification systems, the most frequent cause of failure is address mismatch, particularly the postal code.  Make sure the address you enter precisely matches the one that the credit card has on file for you.

[Doggie]

Hey, I'm sure bitching at people at Matrix games for an error that's most probably on your end will certainly help speed things along.  Thousands of people buy Matrix games with no problem, but because you've experienced some difficulty, it simply must be their fault.

[Brigz]

I have made four purchases online from Matrix. All four went perfectly. No problems. The order was processed and I was downloading in less than 10 minutes. All four downloads went perfectly and all four installations were perfect. Received all my hard copies within two weeks. Couldn't be simpler. Not saying there isn't a possibility of a snag occasionally but so far I'm 4 for 4. That's batting a thousand. Too bad everyone doesn't have the "luck" I seem to have.[;)]

[ravinhood]

Statistics say something is going to go wrong I don't care how good the service is. I can't get some games to play on my system that others can get to play on theiirs. It's just our murphy's law time. The OP got zapped, but, I'm pretty sure Erik will take care of it it's just going to take time. If only we could live in a perfect world where everything worked perfectly, but, alas we don't so, it's best to remain calm, give Eric et al time to read your issue and I'm sure it will get resolved in time.

[Erik Rutins]

Jon,

Sorry to hear about your troubles. If you haven't already had this resolved by our Support, feel free to e-mail me directly at erikr@matrixgames.com. I'll need your order info, as much as you can provide, so that we can find out what's going on. This is obviously a problem of some kind on Digital River's side in the online store, so we need to work with them to find out why your card is being rejected and fix the problem. The vast majority of orders go through without a problem so there must be something fairly unique involved that DR's store is not expecting.

Regards,

- Erik

[MikeBrough]

ORIGINAL: Doggie

Hey, I'm sure bitching at people at Matrix games for an error that's most probably on your end will certainly help speed things along.  Thousands of people buy Matrix games with no problem, but because you've experienced some difficulty, it simply must be their fault.

Hey, pooch, if his order was accepted but then cancelled by email with no explanation, I'd say there was something, at least, lacking in DR's system. The underlying problem may be the OP's fault but the email reply doesn't help. Remember, it's in DR's and Matrix's interests to sell these games - they're not doing us a favour.

[tormy]

Tbh I hate buying games online....Ive bought some games actually, but 2 times Ive never got my game. [Non Matrix games] ... so I decided to only buy games directly from the shop.

[ravinhood]

ORIGINAL: tormy

Tbh I hate buying games online....Ive bought some games actually, but 2 times Ive never got my game. [Non Matrix games] ... so I decided to only buy games directly from the shop.

Woohoo a coverted soul, we love yah man. Now be sure and tell all your friends to follow suit and for them to tell all their friends and so on an so forth and maybe we can nip this online selling of downloadable products in the bud before it gets out of hand.
I don't mind ordering a tangible product that much from online. But, online downloading of a product that's another thing. It would be fine if the company could guarantee you it would be in business forever and that you would never lose your product or the ability to redownload it forever, but, they can't do that and they can promise the moon that they will give everyone some code that allows them to be able to do it forever, but, well, companies are in buisness to sell and they will tell you anything to make a sale. I know I was in the retail industry and I know what they told us. It's not that you outright lie to the customer, you just don't tell them the "WHOLE" truth. lol

[Terl]

I have no problems purchasing downloadable games. The problems come in when it requires an internet connection to activate, then I get concerned. But, buying a game from Matrix is just fine to me.

[eastwindrain]

Had a problem once, which was leaving a space between the groups of four numbers as shown on the credit card.
This is how I always place an order on all other online sites.

However digitalriver requires you to group all the sixteen numbers together in one group !!!, could this be the problem.

[Brigz]

ORIGINAL: ravinhood


I don't mind ordering a tangible product that much from online. But, online downloading of a product that's another thing. It would be fine if the company could guarantee you it would be in business forever and that you would never lose your product or the ability to redownload it forever,.....

But Matrix does offer a quarantee. I got mine about 10 days after downloading the game I ordered. It's called a CD hard copy of the game. Sure I paid an extra ten bucks for it but I don't have to worry about ever downloading it again. Not trying to be a Matrix fanboy but it's not a big problem. You guys are crying a river about Digital River.

But I forget myself ravinhood....ten bucks to you is like a hundred bucks to the rest of us.[;)]

[JudgeDredd]

ORIGINAL: ravinhood

I don't mind ordering a tangible product that much from online. But, online downloading of a product that's another thing.

With Matrix, as well you know, you get a physcial and DD...so you can have the game right away and get your copy shipped to you. I think it's an absolutely fabulous way to do business and they should be congratulated.

It would be fine if the company could guarantee you it would be in business forever...

No company can EVER gaurantee that....

...and that you would never lose your product or the ability to redownload it forever, but, they can't do that and they can promise the moon that they will give everyone some code that allows them to be able to do it forever, but, well, companies are in buisness to sell and they will tell you anything to make a sale.

Like you can be guaranteed to pick the game up at a retailer forever? Like when? So your problem is? Of course they are in the business of making money...isn't that the nature of the business. Besides, you DD your version, then yu burn it to disk, with the serial number. What's the problem. You have your DD and physical by burning it yourself....then you have the added bonus of buying the physical as well...so 2 physical copies for safeguarding!!!

I know I was in the retail industry and I know what they told us. It's not that you outright lie to the customer, you just don't tell them the "WHOLE" truth. lol

Then you know, presumably to some level, what the retail industry costs developers and publishers....so isn't digital downloads (with the option of a physical copy AND manual) a good thing?

Your problems are your own...get over them.

Of course, I am forgetting....you are as tight as a squirrels arse passing nuts!

[ravinhood]

[blockquote]

quote:


It would be fine if the company could guarantee you it would be in business forever...
[/blockquote]

No company can EVER gaurantee that....

What? You've never seen the LIFETIME guarantee? I have several where the companies went out of business before my lifetime ended. lol They may not can do it, but, they certainly do it. Just another sales gimmick pitch to sell a product.

Besides, you DD your version, then yu burn it to disk, with the serial number. What's the problem. You have your DD and physical by burning it yourself....then you have the added bonus of buying the physical as well...so 2 physical copies for safeguarding!!!

Not everyone owns a burner nor should they have to. Products should be sold in stores plain and simple. With the exorbitant fees Matrixgames charges they should provide everything and at reduced costs like everybody else. Box, DVD, printed manual, some collectors item(s) inside (posters, laminated maps, grease pencils, pewter models) . Why you should see some of the stuff I've gotten for $25 or less from other companies. Plus when I buy in a store I don't have to wait like some of these guys are having to do for a fix. If I have a bad product I can get a fix same day, just return it to store for another game, if they don't have one then I get my money back or credit or can get another product. Stores are much more customer friendly. Long live brick n mortar stores, down with direct download. And the ULTIMATE thing brick n mortar stores do is provide BARGAIN BINS. Those lovely areas where $50 software is reduced to less than $10 and sometimes $5. You won't find that at Matrixgames download page.

[Phatguy]

ORIGINAL: ravinhood

[blockquote]

quote:


It would be fine if the company could guarantee you it would be in business forever...
[/blockquote]

No company can EVER gaurantee that....

What? You've never seen the LIFETIME guarantee? I have several where the companies went out of business before my lifetime ended. lol They may not can do it, but, they certainly do it. Just another sales gimmick pitch to sell a product.

Besides, you DD your version, then yu burn it to disk, with the serial number. What's the problem. You have your DD and physical by burning it yourself....then you have the added bonus of buying the physical as well...so 2 physical copies for safeguarding!!!

Not everyone owns a burner nor should they have to. Products should be sold in stores plain and simple. With the exorbitant fees Matrixgames charges they should provide everything and at reduced costs like everybody else. Box, DVD, printed manual, some collectors item(s) inside (posters, laminated maps, grease pencils, pewter models) . Why you should see some of the stuff I've gotten for $25 or less from other companies. Plus when I buy in a store I don't have to wait like some of these guys are having to do for a fix. If I have a bad product I can get a fix same day, just return it to store for another game, if they don't have one then I get my money back or credit or can get another product. Stores are much more customer friendly. Long live brick n mortar stores, down with direct download. And the ULTIMATE thing brick n mortar stores do is provide BARGAIN BINS. Those lovely areas where $50 software is reduced to less than $10 and sometimes $5. You won't find that at Matrixgames download page.

Very true on the bargain bins.. I remember going thru Abilene TX a while back and stopping with the wife in the mall there. While she went shopping for her stuff I popped into Gamestop there. Let me tell you, NIRVANA!!!! Picked up Titans of Steel for 4.99, Highway to the Reich for 9.99 and Uncommon Valor for 9.99! Thats just the Matrix stuff. My wife pretty much had to drive to Buffalo without my help... Having something like this happen now is impossible with no Matrix stuff in brick n mortar stores. Big difference between paying a tenner for Highway and close to 70 bucks for CEAW(which I did)

[JudgeDredd]

I've already explained to you before, ravinhood....the bargain bin hurts one person...the developer...the guy you want to make games for you. It's a 100% counter productive scenario.

You want a developer to make games, and yet you wait until the product is at a price where said developer gets virtually nothing from the sale.

A very, very small percentage of a sale from software goes to the developer. The biggest chunk goes to the retailer. That's why digital download is of such a big benefit to developers.

There isn't anything wrong with the occasional bargain bin purchase...especially if it was a game you wouldn't have bought anyway. But to use it constantly is just killing the industry you use. In fact, it's akin to being parasitic in nature, being as you constantly rely on other people to keep the developers of your games in business.

Perhaps it's about time you supported the business you so often slag off on these forums.

One other thing...after finding out about Matrix Games supplying printed manuals and loudly stating (and I quote)

...I'm glad my bitchin finally paid off. (Or got ME what I wanted at least) See, works with Matrixgames just like it does with McDonalds and Walmarts....I'm always right and I always gets what I want....eventually. lol

To me the $10 extra is now worth it for the cd/manual. You're providing me a service I wanted and don't force me to use a sorry PDF (FILE). I'm gonna start tellin everyone now again about Matrixgames. I won the war, but, it was a long fought battle. hehe

...have you even bought a Matrix title since posting this?

Didn't think so. [:-]