help with downloads

[cobra13]

Need to download orig game and shadows....getting a new computer arriving end of July..but when checking things I would need to do ran into this..Members area shows down loads for 2 addons but nothing available for orig and shadows.
Any suggestions..and support seems to have a problem..cannot submit prob thru there.I have serial numbers for all my games

[MarQan]

This should help: http://www.matrixgames.com/support/faq.asp?id=8

[cobra13]

Thanks for the advice...but I have tried and for whatever the reason the help desk area seems to not accept imput when you try to put the facts of the problem in.
I even had a old ticket from 2011 yhat I tried to reopen and use..result shows now closed as of yesterday.
I relies being an old fan of this game does not seem to be a good thing....bought orig when it first came out and it is the longest surviving game on my hard drive....
I just want to be able to reinstall on a new computer I ordered...to do this I need the orig installed and I can than install the add ons which show as eligible to download-all except Shadows which I bought in June.
Yes I have the serial numbers for all.

[Osito]

I'd suggest you try emailing Matrix's support email address with the details:

support@matrixgames.com

Osito

[cobra13]

Thanks...will try right now

[cobra13]

I sent e-mail to support and now 5 days later not even a response from them.I am now starting to wonder about customer service.I was impressed with the game...that's why I have bought each chapter-but no attempt to try to assist a loyal customer or even to make an attempt to help?
I would feel 5 days would be enough time to at least respond to my e-mail.
Any more suggestions from anyone would be nice as Matix does mot seem to want to help.

[Bingeling]

Try to follow the recipe given here:

http://www.matrixgames.com/forums/fb.asp?m=3342538

Try a new mail to both addresses (two recipients).

[cobra13]

Thank you very much for the suggestion..trying now.
I do like the willingness of the members to make helpful suggestions.This reminds me of how active and helpful the MOO3 groups used to be.

[cobra13]

Now 4 days later and situation still the same....no response from either Mr Rautins or support...beginning to wonder if the Shaktari have destroyed Matrix.
I cannot understand why they cannot even respond to this request.I am a 66 year old gamer and in all my years of buying games I have never seen a poorer example of customer service.It is really too bad this game is so darn good,

[Canute0]

Sorry to hear that.
I needed to redownload all the older setups for Legends and needed to reactivate the downloads.
I got response within the day and could start downloading the setup's at the evening.

From my sight the support got fast and without problems. Maybe there is a problem at your side, maybe with your email address or your email-provider got these addres on a blacklist.
Try to add @matrixgames.com and @plimus.com on your whitelist and start a new request at the support.

[cobra13]

I understand where you are coming from-yet I do receive my monthly news sheet from Matrix. I realize that is just so I will buy more games from them,which at this rate is becoming less and less likely.
I have furnished support and Eric copies of serial numbers and they can verify I have purchased all the parts of DW.
You would think they would at least let me know if there is a problem or they are working on it. Matrix was happy to take my payments with a confirmation e-mail..so I know they can respond when it means new money in the cash box.
New purchases seem to dry up when customer service drys up...just a thought.
I could be all wrong and perhaps everyone at Matrix is on vacation and will get around to my problem sometime in the future.