Order Payment Process Down?

[Eastern]

Hi guys , I think I still got a slightly different^problem then RedBear , cause I have no problem with Digital River, they are standing by to billing my credit card , but they only do that when the order is shipped, so my order is cancelled by matrix themselves !! Now Erik Rutins has contacted me and will look into it, so hopefully ?? But isnt it strange that there so many problems with this the past period ?? I have ordered many times with Amazon and never had problems !! And I think we are only the tip of the iceberg, we have come forward with our problem, many others dont and never order again with matrix[&:]

[memman]

Hi Eastern,

I had originally decided to stop complaining about this issue until the next Harpoon came out.  Then a new Close Combat game came along...Sigh, so now I must have that as well.

I understand how you feel.  I too have picked up several games on other sites and never had this problem.  Heck, I picked up TOAW III through Matrix not too long ago and the process ran without a hitch. 

No one likes being left in the dark, wondering what the issue is.  But the way I see it, our choices are find another game, wait for Matrix to identify and fix the problem, come up with a contingency payment site or hope the game companies offer another way to buy their games besides through Matrix.

You folks at Matrix/Digital River have proved to be a real disappointment so far with this issue.  Am I really going to have order these games by check?

*** Update ***
My brother just came by and offered me one of his cards to try. Sure enough, his card worked. Now I have CC. Yeah!

So how about finding out what the problem is before the next Harpoon comes out. I would prefer not having to ask my brother for his credit cards everytime I want to order a game from you.

Thanks.

[Eastern]

Hi, friend , latest news, today I got a message in from matrix to place a new order instead of the old one, I tried but now I got an error message (30024003-0) in when finishing my secure order, what the hell is going on ?? (Also today I ordered with Paradox games , no problem at all !! ) Now I complained with DigitalRiver, keep you informed

[robot]

You guys think you got problems I paid the extra 10.00 so I could download and begin to play civil war blue and grey right away. But I did not get a email with my serial number had to wait the extra days until I got the hard copy anyways. What I would like to know is what or where did my extra dollers go to. If all this mess up with your orders or mine makes me think it might be more reliable to purchase some where else in the future.


Thats my observations on this and all the problems I see on this forum in ordering a game from matrix. I have been into spwaw for close to 10 years now and been on there forum for near the same time. But this and all the problems I see makes me rethink on how reliable matrix is in dealing with there customers.


I live on social security and i will be 80 in just a couple of years. 10.00 does not seem like much but that made the game over 80 dollers to purchase. Makes me wonder if this game could possibly be worth this much. I live on social security and this was a hell of an expense for me. At least all you lost was more time in being able to play. Not the extra expense of buying the game and still also not being able to play the game earlier as planed.

[Erik Rutins]

Ok folks, first of all let me address a few things...

1. As far as I know, we've worked with each of you to resolve your issues or if they were not resolvable, given a reason why. If any of you are still experiencing issues, drop us a line at erikr@matrixgames.com and also support@matrixgames.com. I reply to all e-mails I receive, if you have not received a reply, 99% of the time it means the e-mail did not arrive. Once in a while I overlook one or my spam filter catches it.

2. The vast majority of orders are going through without any issues whatsoever. I know it's no fun to be the exception, but unfortunately you guys are the exception. I've been concerned that there might have been some new overly strict fraud policy put in place by DR to cause these issues or that the incidence of ordering issues was increasing. In fact, according to their statistics, it's as low as ever. We've heard over and over from folks that our store is one of the easiest to deal with - I realize this is not the case as far as your orders go, but I hope it will be that way for you in the future as well.

3. In the case of Eastern, I first became aware of the problem yesterday (a Saturday). DR and I worked to resolve it over the weekend. I'm still working on it now, but it appears to boil down to the billing address as entered not matching that provided back by the customer's bank. That's out of our control, unfortunately - but I hope you appreciate that you didn't have to wait until Monday for some attention. In the case of Robot, I think it took a couple of days to resolve and at the end you told me you were "very happy" with our support. To be clear, you didn't pay $10 extra to play it right away - the $10 extra is for the physical copy, the download only option is actually cheaper and the problem actually came down to a serial number issue which we resolved as soon as we possibly could.

Finally, this is not an official support forum and it would also be a mistake to draw conclusions based on posts here. There are many, many, many orders that go through every day without a single problem or issue. While we are concerned to solve any and all issues that come up and want EVERY ONE of our customers to have a completely problem-free ordering experience, please realize that there is no actual statistical increase in problems that we can discern and each of you seem to be experiencing a different specific issue with the store.

Regards,

- Erik

[Eastern]

Hi guys, latest development, you can say what you want but I got a first-class support these last days, Erik Rutins is the man and I am sure when he gets his teeth in it our problems will be solved. At this moment I am not sure my problem is past time but it sure looks good, and I am also sure whenever I want to buy a game from matrix I will be remembering his hard work (even on saturday and sunday) Thanks a lot Erik

[memman]

Alright Erik, I sent an e-mail directly to you.  This is my second to you (the first was 10/31).
 
Please note, to this point the only time anyone has responded to me on this issue is through this forum.  And that was you on 11/3, when you were going to look into this personally. 
 
You mention that we are the exception.  Well I would like to know exactly what that exception is in my case.  I mean we are talking about an issue with both a credit card and PayPal account.  And the card has been used to purchase products on your site before.