unable to download cota

[murat1809]

hi,

i have purchased by digital download cota the 5 january...but i m unable to download since the first day. when i attempted to download the software i m reveicing the following message : "The number of downloads you have attempted indicates you are having difficulty receiving your file. Please contact Customer Care for assistance in receiving your product.

Message Number: 12"

i have sent many help request to digital river and recently to matrix but i have no proper reply.
i m quite worried and stronglhy disappointed so i have made this week end a refund request...but still have no any reply. the custom care from digital river is awfull and i was receiving message sent from digital river to an another person rsqueting help too!!! surely he is still waiting ![X(]


have you encountered the same problems ?

[Arjuna]

murat1809,
 
I will email Erik Rutins of Matrix and ask him to look into this for you. He should be in contact with you directly.

[Erik Rutins]

Murat,

Sorry to hear about this. Did you try to contact us through our Help Desk? What e-mail address(es) were you using for us and DR if that's how you were doing it?

Just e-mail me with your order number to erikr@matrixgames.com. I'll reset your download count and give you some advice on how to complete a download.

Regards,

- Erik

[Arjuna]

Thanks Erik.

[murat1809]

thanks erik and arjuna for your instant help ! [:)]

an email have been sent to your email adress whit the requested informations...

i have an additionnal question...could Download accelerator plus or mozilla firefox cause problem to download cota via digitalriver ?

best regards

[Deathtreader]

Hi Murat1809,

I don't know about the 2 you've mentioned but I use Star Downloader and have never had any problems downloading from Digital River (or anyone else for that matter). Very fast and easy to use.

Rob.[:)]

[murat1809]

thank deathreader i have downloaded and installed star downloader...i m ready to download just waiting for erik reply. [:'(]

[murat1809]

today is 17 january and i have still no new of erik rutins...he is surly busy...but 3 days are already gone. Parhaps he forget me ?

[murat1809]

i m quite worried about my request...please could i have some report on my problem ?

[Erik Rutins]

I did not receive any e-mail from you until today, sorry. Any e-mail you sent three days ago did not arrive. Which e-mail address did you use?

Please remember that I'm not able to read every forum thread every day, especially over a weekend. Please also recall that the help desk is our official support method. I do handle many daily requests via my e-mail address as well, but I'd rather have them entered in our help desk because that way makes sure that we don't lose track of them and that there are no e-mails to lose.

We used to do support by e-mail as our main method, but it was precisely because e-mails periodically went missing (both incoming and outgoing) and customers got upset that we went to a trackable help desk.

Unfortunately, I'm unable to fully reset your download count because it showed over 140 download attempts, are you using some kind of multi-stream downloader? If so, please do not use it as the store is not designed to support that. I'll need the store support people's help to reset a count that high, which will happen during business hours tomorrow.

Regards,

- Erik

[murat1809]

dear eric thanks for your answer,
i have previously send an email to you at the following adress : erikr@matrixgames.com.
I trust you concerning the non arriving e-mail. i was indeed downloading with download accelerator plus...it is now desinstalled. i have made at last one or two attempt by days since the 5th january each attempt must by multiplied by four due the multistream downlaoder. i ve tried at home, at work and on a friend computer's  recently. I appologyze for the thecnical problem caused by me. Thanks a lot for your welcomed patience.

best regards.

[murat1809]

near 20 days since the purchase...tired of waiting

[Erik Rutins]

I asked the store to reset your download count twice this week, the last time after your message yesterday. Please make sure that it's still not working. I would reset it myself, but there is a maximum download count above which I cannot personally reset it, it requires someone within DR to do it.

The store is not designed to work with download accelerators, only single stream download managers. I would ask for a little more patience please since the problem was partly caused by the software you were using. If your count is not reset by Monday I'll get them on the phone and stay on until they confirm it's been reset, normally this only takes one request.

Regards,

- Erik

[Erik Rutins]

Ok, I heard back from DR's CS, they are unable to reset it either due to the count being too high. Unfortunately, they didn't communicate this to me earlier this week and I thought they'd been able to reset it for you as I requested. I've authorized them to refund your order as there's no other option at this point but to re-order. Please note that a refund may take 5-10 business days to appear in your account depending on your payment method. Apologies for all the confusion and the time this has taken.

Regards,

- Erik