re-install or post sale back-up

[marsorder]

I purchased a new computer and contacted Matrix to obtain a back up copy or re-insall for Operation Art of War 3, which I purchased via download. I never received any response from Matrix after numerous attempts. Can any one provided me with information regarding their policy regarding re-install or post sale back-up


Thank you

[Ike99]

I purchased a new computer and contacted Matrix to obtain a back up copy or re-insall for Operation Art of War 3, which I purchased via download. I never received any response from Matrix after numerous attempts. Can any one provided me with information regarding their policy regarding re-install or post sale back-up


Thank you

I´m not sure but I think you can just redownload from the same addy you used before to download it.

[JAMiAM]

ORIGINAL: marsorder

I purchased a new computer and contacted Matrix to obtain a back up copy or re-insall for Operation Art of War 3, which I purchased via download. I never received any response from Matrix after numerous attempts. Can any one provided me with information regarding their policy regarding re-install or post sale back-up


Thank you

I believe that Digital River's official policy is to allow 30 days to download. Then, there was something about an unofficial policy that Matrix had worked out where you could d/l it after that period. However, I also heard that this unofficial extended period was in jeopardy. I recently ordered some Matrix games through the US store and had an extended download policy offered, so this may or may not be a harbinger of things to come.

What email address have you sent your support inquiries to, at Matrix, and when? You should be using support@matrixgames.com for these types of problems. If this is indeed the address you have emailed to, then give me some specifics in this thread ( but NOT your serial numbers), and I will shake the tree a bit.

I would heartily recommend burning a copy of the installation file, and a txt file with your serial numbers, onto a cd, when you do get your files. Then, store it away for the next time you need to install/re-install the games. Depending on the game, you may be able to get two or three games onto a single cd. For 19 cents and a few minutes of your time, it is the ultimate insurance.

[marsorder]

JAMiAM
 
Thank you very much for taking the time to respond to my question and for your kind offer of assistance with this.
Here is a copy of my invoice sans the serial number and personal contact information
Thanks again, you really made my day with your kind support.
Best regards
marsorder
_________________
YOUR ORDER AND BILLING INFORMATION
Order Number: 118076511
Order Date: 24-JUN-06
Product Name
Qty Ordered
Platform
Price
The Operational Art of War III
1
Digital Download PC
$ 39.99 
 
Sub Total: $ 39.99
Total: $ 39.99 
 
Additional Information: The Operational Art of War III Digital River
---------------------------------------------------------------------------------
SERIAL NUMBER: XXX

[JAMiAM]

Hi marsorder,

Did you use the support@matrixgames.com address on your previous email inquiries? If so, then what dates did you email them on? I will bring Erik Rutins' attention to this thread, but given that this is the Thanksgiving Day weekend coming up, official support will probably wait until Monday, when everyone gets back.

[marsorder]

Hello JAMiAM
Yes I went back and checked my email and captured the following dates/times that I sent a request to support@matrixgames.com for information regarding a re-install

Mon, 08/27/07, 2:30 pm
Fri, 08/24/07, 11:39 amW
ed, 08/22/07, 11:03 pm

Thanks I understand that it may take a few days for this to be resolved. You have been very helpful. Thanks again.

Best regards
Marsorder

[Erik Rutins]

Hi Marsorder,

If you go to www.findmyorder.com with your order number and you got the download insurance to allow re-downloading after 30 days, you should be all set to redownload TOAW III.

I'll check into why you did not receive a response, as far as I've seen we respond to every e-mail received here.

Regards,

- Erik

[marsorder]

Hello Eric
 
Outstanding!!! Well done. Thank you so much for your help with this. I really appreciate the quick response to my request on the holiday. I am so glad to be back up and running The Operational Art of War III.
 
Thank You
marsorder