Problems buying in Matrix

[Nihil]

I am opening this thread as I am a bit tired of not recieving any answer to solve my problem.

I had bought some games from Matrix before, but I had always used the direct download option as I have never seen much added value in getting a printed manual and a box.

However in 12th of May I decided buying CotA with its physical copy, I had no problem with the download but I never got my game at home, this was two months ago and still wating.

A couple of weeks ago I decided to open an issue to see what the problem was and how was it going to be solved, now I am not only waiting my physical copy of the game but also an answer to my issue! as it seems nobody cares.

I am from Spain so I can understand that it will take a while for the game to get here, but come on! this is Europe! it is not a lost village in the middle of Africa. But besides this the most negative thing for me is that my money was taken right away, but when something goes wrong it seems there is nobody you can claim to.

Sorry for my english, I tried my best.

[sterckxe]

ORIGINAL: Nihil
A couple of weeks ago I decided to open an issue to see what the problem was and how was it going to be solved, now I am not only waiting my physical copy of the game but also an answer to my issue! as it seems nobody cares.

Hi,

You probably emailed DR - whose support speed is indifferent to put it mildly.

What you need to do is send a mail to support@matrixgames.com who are pretty quick on the ball.

Greetz,

Eddy Sterckx

[JudgeDredd]

Well your game would've shipped from it's UK distribution location, so distance isn't an issue.
 
As for your issue...who did you email? Generally speaking Digital River (the store) are poor at providing support (and I only garnered that information from posts I see on these forums...personally I've never had a problem with a purchase from Matrix).
 
If you emailed support@matrixgames.com, then you're likely to hit the same brick wall (again from what I've read in the past)
 
If you need help, best to email Erik Rutins...just find his name on these boards and click on it...that will take you to his profile page and there is a link there to email and pm him...do both.
 
I hope this helps
 
And your English is great...far better than my Spanish!

[Erik Rutins]

Hi Nihil,

Sorry for the trouble - please contact me directly at erikr@matrixgames.com. If you can include your order info and your previous e-mail(s) I'll track down what's going on and get your copy to you.

Regards,

- Erik

[Nihil]

Thank you for your comments!

Erik I am sending you the details through email.

[Nihil]

Erik, I sent you a couple of mails one of them with the order info, did you recieve them?

[Erik Rutins]

Nihil,

Not as far as I know - I'll go back and check to see if they got caught by a spam filter.

Regards,

- Erik

[Nihil]

I have sent you a pm just in case, please let me know if it gets to you ok.

Thank you.