link expired after 12 hours!

[henri51]

I bought and installed AT Gold last night, and I also ordered the box. This morning, I come to the office and try to download the game using the link in the email, and I get a message that the link has expired! Twelve hours!! What kind of service is that? It will be a couple of weeks before I get the box here in Canada, but now I can't download the game I paid for.

I can live with the fact that eventually download links expire, but c'mon Matrix, TWELVE HOURS?!

Am I pissed off? You can bet your sweet patootie. Now I will have to wait till I get home, burn the installer (which I fortunately kept - I think) to a CD and drag that here before I can play the game.

Henri

[Josh]

Ask Erik for a new D/l link. Well that's what I would do.

[Erik Rutins]

Hi Henri,

As you assumed, that's not correct. It sounds like there's an incorrect setting in the store. We'll get that fixed ASAP this morning. Normally it's for ten downloads and about two weeks per link and we provide new links upon request.

Post your order number here and we'll send you a new link.

Regards,

- Erik

[henri51]

Thanks for the fast reply Eric. The order number is [font="'primasans bt,verdana,sans-serif'"]58372112.[/font]

[Andrew Loveridge]

This has been reactivated.  Let us know if there are any other issues.

Best Regards,
Andrew

[henri51]

From the time I first complained to the time I had the problem fixed was less than two hours! Congratulations and thanks on the fast service.[:D]

Henri

[RViener]

EriK/Andrew, I am having the same problem. Plese assist. Invoice #58374710.
Thanks in advance, Bob Viener

[Jeffrey H.]

I had a lot of trouble last night trying to download the purchases I made. I did finally after about 11:15 pm my time get my download on one of the copies but not the other.

The downloads were not initiating properly and were timing out after hours of waiting. Eventually I got a message saying I had attempted too many times to download the file. I will try again tonight but not feeling so good about things.

Also, I wasn't given any shipping informaiton on the physical copy, no options, no estimated delivery date and by what means, no shipping confirmation, nothing. Sub par.

If this is the way things are supposed to be, I won't be buying from Matrix any longer.

[henri51]

Jeff, you should get the information about your purchase including the download link for further downloads (assuming it is not broken)in an email.

henri

[Erik Rutins]

ORIGINAL: RViener
EriK/Andrew, I am having the same problem. Plese assist. Invoice #58374710.

Hi Bob,

Your download has been reset, a new link should be arriving via e-mail.

Regards,

- Erik

[Erik Rutins]

Hi Jeffrey,

I'm sorry to hear you had trouble. Can you post your order number here?

Note that if you downloaded the installer once, you do not need to download it a second time. Just use a different serial number the second time you run it and you'll be all set.

ORIGINAL: Jeffrey H.
The downloads were not initiating properly and were timing out after hours of waiting. Eventually I got a message saying I had attempted too many times to download the file. I will try again tonight but not feeling so good about things.

It sounds like we'll need to send you a new link. What browser and operating system are you using?

Also, I wasn't given any shipping informaiton on the physical copy, no options, no estimated delivery date and by what means, no shipping confirmation, nothing. Sub par.

First, you receive both a confirmation on the final webpage and an e-mail saying that your physical copy will ship out within two days. Then, we send you a confirmation e-mail with a picture of your box once it ships. Finally, we send you another e-mail to confirm that we believe it should have been delivered.

If this is the way things are supposed to be, I won't be buying from Matrix any longer.

Download issues are definitely not typical. The vast majority of orders download without a problem, but there are many variables that can affect that experience. If we can start with your operating system, browser and order number, we can troubleshoot and help you out.

Regards,

- Erik

[henri51]

I feel your pain guys, because that's how I felt when it didn't work. I was happy when my problem was fixed in 2 hours.

If it can help, just remember that the main pleasure is not in getting something, it's in knowing that you are gonna get it (although I must say that in this case the pleasure after getting it is pretty good too...[:D]).

Henri

[RViener]

Erik, Thanks. The transparency issue using Plimus is poor. Trying to navigate their Support program needs to be simplified. There should be a hierarcy of problems that do not require visiting several sites to resolve. Maybe your team could give them some organizational assistance seeing that they essentiall represent a major interface with Matrix.
Bob Viener

[Jeffrey H.]

ORIGINAL: Erik Rutins

Hi Jeffrey,

I'm sorry to hear you had trouble. Can you post your order number here?

Note that if you downloaded the installer once, you do not need to download it a second time. Just use a different serial number the second time you run it and you'll be all set.

ORIGINAL: Jeffrey H.
The downloads were not initiating properly and were timing out after hours of waiting. Eventually I got a message saying I had attempted too many times to download the file. I will try again tonight but not feeling so good about things.

It sounds like we'll need to send you a new link. What browser and operating system are you using?

Also, I wasn't given any shipping informaiton on the physical copy, no options, no estimated delivery date and by what means, no shipping confirmation, nothing. Sub par.

First, you receive both a confirmation on the final webpage and an e-mail saying that your physical copy will ship out within two days. Then, we send you a confirmation e-mail with a picture of your box once it ships. Finally, we send you another e-mail to confirm that we believe it should have been delivered.

If this is the way things are supposed to be, I won't be buying from Matrix any longer.

Download issues are definitely not typical. The vast majority of orders download without a problem, but there are many variables that can affect that experience. If we can start with your operating system, browser and order number, we can troubleshoot and help you out.

Regards,

- Erik

Hi Erik - Many thanks for the support. My order # is 58375842. You did answer a question I have, and that is the installer question. I did get a file to download late last night my time and I did get the serial #'s both in the order confirmation screen and the emails. The question was, is the installer file somehow linked to the serial # or does one installer "fit all" serial #'s and I think the latter is true based on what you posted above so I should be good to go.

I did check the link in the confirmation email. The one sent from "Plimus Sales", and there was confirmation information in it, but no shipping inforamtion. But above you say when actual shipment takes place, then I'll recieve another emal. Ok, great thanks again and I'll look for that.

[Jeffrey H.]

ORIGINAL: henri51

Jeff, you should get the information about your purchase including the download link for further downloads (assuming it is not broken)in an email.

henri

Got it and thanks for the info.

[Erik Rutins]

Hi Jeffrey,

You should get a new download link in your e-mail shortly.

Regards,

- Erik