can't call it anything but....

[barkhorn45]

stealing!on the afternoon of sat.the 1st I decided to order cota having gotten a new laptop that i knew would run it.Any of you who have ordered from matrix know the routine.upon reaching the bank verification screen and inputing the required info I was declined by the bank because of 3 poss.reasons 1 no funds 2 incorrect verification code 3 my credit card had'nt been activated.Knowing num.1 and 3 were'nt the problem i used a different ver.code,got the same responce,so i hit the no thanks button and cut off my browser and shutdown.Later that night at the terminal{i drive a truck}i tried again this time the bank accepted my card and i proceeded to final check out and d/l the game.The next day my wife calls and says there was a double charge for the same game,so i checked my e-mail and there were 2 e-mails confirming purchases different serial numbers and all.So i called matrix support and told them the problem,the operator told me he saw that i had pur.the same game twice.I told him what i stated above that i had been turned down by the bank twice and i had then hit "no thanks"and quit.He proceede to tell me that even though matrix had a "all sales are final"policy he thought they would refund or give me credit on another purchase.i was'nt happy but agreed and gave him my e-mail add.and phone# and he said they would be in touch.4 days later nothing,i called again and was told this time flat out they had a "all sales are final"policy and that was it.I told him that since the bank had rejected my card,twice how could the sale had gone thruhe said"i know but "and repeated the above policy statement.Wheras i got a little bit angry,after all $127.00for one game is a little on the high side even for matrix!So his sup.came on line and repeated the above pol statement,i told him that this was theivery and possible identity theft where upon he took my e-mail and ph #,again and said they would contact me soon,i told him that i thought this was a brush-off and that they were like the IRS any mistake on their part was my problem.needless to say i will not be making any future pur,from matrix if i want one of their products i'll get it from e-bay

[Arjuna]

barkhorn45,
 
Who at Matrix Games did you speak to?

[FredSanford3]

Just call your cc company. They shouldn't have a problem reversing one of those charges.

[barkhorn45]

don't know their names but it was at the "about us-sales and custumer service section.as far as getting it reversed the money was taken out of my bank almost immediatly i was using my bank/credit card.even if they wanted to just give me credit towards another purchase that would be allright but as i was told"sales are still final that would be like a refund"

[Arjuna]

OK I'll take it up with Erik Rutins and see what can be done.

[barkhorn45]

thanks alot i would appreciate the help.they still have not contacted me as was promised

[Arjuna]

I've emailed Erik. I or they will get back to you soon.

[barkhorn45]

10-4 and thanx no matter how this turns out [:)]

[barkhorn45]

I guess "THEY" have chosen to bend me over anyway. Well i did'nt really expect anything different although even a fool could see that it does'nt make much sence for someone to order a d/l twice for the same game a mistake had to have been made.And like i said above a mistake on matrix's part[and i do consider it outtright theft no other way to say it] is my problem"all sales are final"he he he we're $63.75 richer and there's nothing that idiot can do about it![:@]

[Arjuna]

I've not heard anything yet. I have sent them a follow-up. Please be patient.

[Erik Rutins]

Hi Barkhorn45,

Sorry for my late reply, I completely missed the first e-mail Dave sent me on this.

First of all, you didn't actually speak with us. You were speaking with the customer service at Digital River, who handle our online store. It sounds like the person you spoke with didn't actually forward your message to our support, or we would have replied.

Our official support address is support@matrixgames.com, for future reference.

I'd be happy to get the double charge reversed so that you only pay for the game once. Just e-mail me at erikr@matrixgames.com with your order numbers and tell me which order to refund please. Thanks.

Regards,

- Erik