Horrible Support from Matrix

[76mm]

I am very sorry that I bought this game from Matrix instead of Slitherine.

The in-game update never works, it says I have to contact Matrix for the update. Now the latest patch has been out for several days and Matrix's download link doesn't work.

And you can't play the game until you download the patch.

I am really underwhelmed by Matrix support, why wasn't I warned that I was buying a second-class version of the game from Matrix?

[Brigz]

The Matrix download link for version 1.1.2 does work. I just tried it and it works. Go to this link and click the small red lettered Download link.
 
http://matrixgames.com/products/380/downloads/Field%20of%20Glory%20-%20Rise%20of%20Rome

[76mm]

Thanks for your help, but I know where the link is, it does not work for me, I have tried some 15 times now--it continually times out. Slitherine's worked the first time. And why doesn't the in-game updater work?

In general, I have to say that this forum is not very functional--unlike every other forum I am a member it, it does not log me in automatically, it logs me in as "guest", and then when I have to log out and then try to log back in, although that can be challenging, since most of the web pages don't have a log-in screen. You'd think matrix is trying to discourage people from participating in the forum or something...

[Arsan]

That's strange 76mm...must be something with your Internet connection
I just tried the link posted by Dave Briggs and it works Ok for me.
And i don't have problems either with the forum login me out or anything [&:]

[wodin]

click save as cookie...though the wargamer forum makes me log in nearly everytime

Might be your browser settings...try a different browser if the link doesnt work...Ive had todo that before..not on the matrix site though

[IainMcNeil]

Sorry you are having problems. Have you tried contacting the help desk at Matrix?

We're going to work with Matrix to produce universal patches in future but we have a few logistical issues to sort out before we can do that.

[Erik Rutins]

I believe the issue is specific to your browser settings, 76mm. The upload is there, the link works fine and the forum does automatically log you in. I'm guessing you are somehow blocking the cookies here and either your browser or security/anti-virus software are preventing your download from our site. You can also use the "Check for Updates" link in the game menu if you want to go through our True Update server.

[gdrover]

I'm having a similar experience.

I purchased the game, download the update, and then bought the Rise of Rome expansion. The expansion clobbered the basic game and now I can't get it to work.
I tried contacting customer service, but have not heard back in a week and a half.

I usually purchase the physical copy, but didn't on this one...now I regret it!

Help!

Glenn
gdrover@tropical-games.com

[MajFrankBurns]

I have a question. If I buy the Rise of Rome game and I've already downloaded an installed 1.1.2 in the origional game will the Rise of Rome game recognize this?

[Skanvak]

Anyway Slitherine does -20% on pre-order and Matrix does not so it is meaningless to buy the game from Matrix. I did this Mistakes. If there is an original producer that sell the game itself, NEVER buy it from Matrix. That is the lesson I learned (after being burnt 2 times). Beside support will be done by the original producer. Really no reason to buy from Matrix in this condition.

[Arsan]

Well, if you buy in euros, Matrix exchange rate is much nicer than Slitherine's... RoR cost 15,99 euros plus taxes here at Matrix and 18,99 euros plus taxes at Slitherine... [;)]
Now that the preorder offer for RoR is finished it is more interesting to get it here.
I have FoG base game bought at Matrix and the RoR expansion bough at Slitherine (with the preorder discount).
Both are 100% compatible and work nicely to me.
No problem at all in mixing versions. [:)]
Cheers

[Skanvak]

It is nice to know that both version work well together. Thank for the price analysis too.

Though I find it fun that Matrix and Slitherine are no selling the game at the same price, another strange thing. Though you still cannot register a game bought at slitherine on the Matrix site and vis et versa.

I wonder how the Matrix autoupdater will work with a mixed version....

[Erik Rutins]

Hi gdrover,

ORIGINAL: gdrover
I purchased the game, download the update, and then bought the Rise of Rome expansion. The expansion clobbered the basic game and now I can't get it to work.
I tried contacting customer service, but have not heard back in a week and a half.

What method did you use to try to contact us? Typically we respond within 24 hours, except over a weekend when it can take longer.

When you say it clobbered the base game, can you be more specific about what you are seeing? We've tested the installation of ROR over FOG here with no issues.

Regards,

- Erik

[Erik Rutins]

ORIGINAL: MajFrankBurns
I have a question. If I buy the Rise of Rome game and I've already downloaded an installed 1.1.2 in the origional game will the Rise of Rome game recognize this?

Rise of Rome currently includes the latest update at the time of this release, so worst case would be you install ROR and then reapply the latest FOG update.

[Erik Rutins]

ORIGINAL: Skanvak
Though you still cannot register a game bought at slitherine on the Matrix site and vis et versa.
I wonder how the Matrix autoupdater will work with a mixed version....

We still only register games that are bought through us, but we are looking to synchronize that in the future for these kinds of situations.

With that said, the autoupdater will work fine. That looks to our server and the game files themselves are exactly the same for both the Slitherine and Matrix releases.

[gdrover]

Hi Erik,

I used the "Ask a New Question/ Issue".

clobbered: After I downloaded the Expansion, the game didn't work (when I clicked on the desktop icon).

Not sure what to do from here...delete everything and download everything again...not so eager to do this.

Can I just get the physical copies? I'd be willing to pay $10 + shipping.

My email is: gdrover@popcap.com or glenn@tropical-games.com

Thanks,

Glenn

[Erik Rutins]

Hi Glenn,

ORIGINAL: gdrover
I used the "Ask a New Question/ Issue".

Have you still not heard back? Can you please give me the request ID?

clobbered: After I downloaded the Expansion, the game didn't work (when I clicked on the desktop icon).
Not sure what to do from here...delete everything and download everything again...not so eager to do this.

Did you get any kind of error message when you clicked the icon? I assume the menu appeared and you clicked on "Play" to start the game and then if failed? I don't think you have to delete and re-download, though trying the following might be worthwhile:

Uninstall/Reinstall FOG
Uninstall/Reinstall ROR
Install latest FOG update

Can I just get the physical copies? I'd be willing to pay $10 + shipping.
My email is: gdrover@popcap.com or glenn@tropical-games.com

Unfortunately it's a limitation of our store that we can't "upgrade" a download only order to add a physical copy, but we will work with you to get this sorted out.

If you'd like to e-mail me at erikr@matrixgames.com we can do this via e-mail as well.