Non Receipt of Games

[Pining]

I purchased two games. I paid for them on 24/9/07. I have not received them. I have sent three emails over the past week for no response (at all, which I find a little poor). WHO DO I TALK TO? I don't want a refund. I just want the games I paid for.

Can somebody offer me some assistance?

[Marc von Martial]

Did you write to support@matrixgames.com ?

Which titles did you order? What payment option did you choose? Can you check your order status on www.findmyorder.com?

[Pining]

1/ Response from matrixgames@digitalriver.com

"PLEASE DO NOT RESPOND TO THIS EMAIL
To send an email to customer service, please go to
http://service.digitalriver.com/question

Dear XXXXXXXXXX,

Your order from Matrix Games has been shipped and your account has been charged.

Order Number: XXXXXXXXX
Order Date: 24-SEP-07"

2/ Email to: (webhelp@digitalriver.com) 10/10/07

Hello,

All I am after is roughly how long my item could take to arrive at my home in Australia. Is there an average time frame?

Thanks

3/ Email to: support@matrixgames.com 20/10/07

Product Name Qty Ordered Platform Price
Commander: Europe At War 1 PC A$73.99
Guns of August 1 PC A$53.99


Sub Total: A$127.98
Tax: A$14.26
Shipping: A$14.57
Total: A$156.81

THE ABOVEMENTIONED ORDER HAS NOT BEEN DELIVERED TO ME AS OF TODAY 20/09/2007. I NOTE THAT THE ADDRESS INCLUDES "AK" IN IT. AT THE TIME OF PURCHASE I HAD PUT IN "OTHER" AS I AM OUTSIDE THE US.I WILL AWAIT YOUR FURTHER ADVICE.
REGARDS,

4/ I placed a post in a forum here which I had posted in earlier, but received no response.

5/ Email to: matrixgames@digitalriver.com 26/10/07

Does anyone in your company want to acknowledge my lack of receipt of the product I paid for. This is my fourth email, with no reply.
You can contact me on podbox@hotmail.com.



NO ONE (apart from your good self) has responded in any way.
I will admit that I am currently rather disappointed in the service to date.

Regards,
Pining

[Marc von Martial]

Please write to support@matrixgames.com

[Fred98]

Games mailed to Australia tend to take 4 - 8 weeks.
 
But they always get here!
-
 

[JAMiAM]

Pining, it is a bad idea, posting the serial numbers on public forums. You should edit those down to XXXX format. Matrix stands behind their games and I'm sure this will all get sorted out soon enough, but having your serial numbers get compromised can lead to having your purchases registered to someone else (a pirate) and even more trouble down the road.

[Erik Rutins]

Pining,

I don't know why you haven't received any e-mail replies to date. We will look to see if we received those e-mails and why they were missed if so. Have you checked your order status online yet? It should be available via www.findmyorder.com.

I'll find out exactly what has happened to your order, but it will take until Monday unfortunately. Thanks for your patience so far and please be patient just a couple more days.

Regards,

- Erik

[Pining]

As in point 3, I have already contacted your suggested point of call, yet they have not responded.

[Pining]

Thanks for the reply Joe. If it comes I will be happy. They were originally supposed to be a birthday present.....which didn't happen. I'd just be happy to get them.
I'm not sure where Wollondilly is, but I'm going to Sydney in December, if it's near, I'll try to pass through!

[Pining]

I thought I did!

[Pining]

Erik,

I sincerely thank you for your reply.

[Pining]

All items received and I am very happy with what I've got.
Thank you to everybody, especially those from MatrixGames.

[Zap]

Another satisfied customer way to go EriK[;)]