Digital River

[sterckxe]

ORIGINAL: Eastern
I don't know what those guys (DR) are doing all day and they better answer their mails instead off throwing in an automated answer every time, what kind off slappy bussiness is this ?

DR "handles" the (digital) distribution for a lot of companies, Matrix is just a minor customer for them. The real problem is that DR has sort off a monopoly on this after having bought-up most of the competition so Matrix is out of options too.

ORIGINAL: Eastern
Thanks for concerning the European market Erik , there are many strategy/war games players who love the Matrix games and search for more off this, but it isn't easy this way, and Matrix doesn't visit good old Europe much.

They've been at the Crisis wargame convention in Antwerp every year for the past 5 years - close enough ? [;)]

Greetz,

Eddy Sterckx

[Eastern]

Hi neighbour, I remember a couple of years ago Matrix visited Antwerp, but every year ??
I don't recall they have visited last year or the year before ?? I visited the Crisis WC before but I couldn't the year that Matrix was anounced (shame on me), by the way , what 's the date for this year for the excellent convention ?? grtz Eastern

[sterckxe]

ORIGINAL: Eastern
Hi neighbour, I remember a couple of years ago Matrix visited Antwerp, but every year ??
I don't recall they have visited last year or the year before ??

Yup - every year for the past 5 years - we've got a rather good spot as well - from the main entrance, down the stairs to the left, first booth on the right

ORIGINAL: Eastern
I visited the Crisis WC before but I couldn't the year that Matrix was anounced (shame on me), by the way , what 's the date for this year for the excellent convention ?? grtz Eastern

Early November most likely. See you then.

Greetz,

Eddy Sterckx

[Eastern]

Ooops , they did it again !!!! Thanks Digital or who was it !! I was so pleased to got my game at last (World War One)
Today I wanted to install it, suddenly it asked to insert the second cd , I had only ONE !!!
Do they check their boxes before shipping ?? And now ?? Wait another 2 months ??

[Erik Rutins]

Unbelievable. I've just e-mailed them, but won't get a reply on this until tomorrow. Please e-mail me with any further updates.

[Marauders]

Does Digital River do the physical shipments?
 
Two games came with broken disc cases that caused scratched floater discs.
 
I guess I can partially blame the postal system for that, but some better protection may help.

[daz1333]

[:@] hello all. I totally agree with the sentiment of this discussion. These people are an absolute disgrace. I have had multiple problems trying to download a game I purchased. I've had nothing but the same response over and over again. None of these responses has assisted me in downloading the game despite my continued feedback. In addition to this, they outright refuse to offer a refund or even provide a hard copy. They also have this stupid policy of disallowing any further attempts to download after 30 days, which means that I am now unable to continue to try and solve the problem. So basically beware; these people will defraud you of your money.

[Erik Rutins]

ORIGINAL: Marauders
Does Digital River do the physical shipments?
Two games came with broken disc cases that caused scratched floater discs.
I guess I can partially blame the postal system for that, but some better protection may help.

Yes, they do the physical shipments as well. Send me your order info, I'll see what I can do.

[Erik Rutins]

ORIGINAL: daz1333
[:@] hello all. I totally agree with the sentiment of this discussion. These people are an absolute disgrace. I have had multiple problems trying to download a game I purchased. I've had nothing but the same response over and over again. None of these responses has assisted me in downloading the game despite my continued feedback.

Have you tried contacting us at our Help Desk? Please note that DR support and our support are not the same. I can assure you that there are a lot of folks successfully downloading their purchases right now, so I'm sure we can figure out what's causing the problem in your case and get you around it.

In addition to this, they outright refuse to offer a refund or even provide a hard copy.

All sales are final is the stated policy, unless we can't get the game to work on your system. Unfortunately, it's a limitation of the online store that we can't "upgrade" an existing order to add a physical copy. Please e-mail me at erikr@matrixgames.com, I'm sure we can get your download to succeed.

They also have this stupid policy of disallowing any further attempts to download after 30 days, which means that I am now unable to continue to try and solve the problem. So basically beware; these people will defraud you of your money.

That's not true actually, all our customers by default can re-download up to a year after the purchase and longer if you get the download insurance. As I said above, there's no reason you should not be able to get the game you purchase, please contact me directly.

Regards,

- Erik

[V22 Osprey]

nevermind

[Lützow]

ORIGINAL: Erik Rutins

ORIGINAL: Lützow
Are there any results from tracking as yet ?

Yes, sorry. The second copy was in fact shipped to your old address (DR's mistake). A third copy went out next week to the correct new address (where the first one went too). It's being tracked, let me know when it arrives please. It should be there this week.

It actually arrived. Invoice was from 01/09/2009.

Thank you for your efforts, Erik.

[Erik Rutins]

About time, thanks - glad you've finally got it.

[Mobeer]

It's a minor irritation, but why do Digital River include customer support details on the invoice included with the disks, then when contacted say that they cannot offer customer support and please contact Matrix Games?

[Eastern]

Because Digital River, without the support of Erik Rutins from Matrix, is worth nothing

[Eastern]

Yeah , Erik , you are not alone as company with Digital River troubles, I ordered 2 games from Strategy First , they are -or should be- delivered by Digital !! They send me the shipping date of 16 januari, we are now almost a month further, still no games !! After two complaints to Strategy, Digital send me the answer , they estimate a European postal delivery time about 4 till 6 weeks !!!!!!!! What kind of nonsens is this !! And with Strategy First there is no Erik Rutins to put things on track. [&o]

[Marc von Martial]

Even Microsoft has issues with them [;)]