Matrix Games Forums

ORIGINAL: Longstreet

Hi Erik,

So...where are we now regarding the official release of the patch? [8|] I noticed that someone reported a cavalry charging crash situation and that was going to be looked at.

Just wondering....[;)]

Thanks,
-Longstreet [:)]

Our plan had been to release the patch tomorrow, which happens to be FOF's first birthday. Unfortunately, something business-related came up that necessitates pushing back the release to next week. We apologize for this delay, but do want you to know that at least it's not being caused by any problems with the patch itself.

Very interesting to hear, that the matrix support not response to your questions to.

I did send these issues to our Members Area support, I will follow up on them again.

Thanks -- it would be nice to be able to register my game....and to receive an answer from tech support.  I am sure they are overwhelmed with things, but to not ever receive an answer of any kind is a tad bit frustrating...[:(]
 
-Longstreet

I'm actually suffering from the same problem as well. I can't remember the email addy that I used, but my username was Icelandair for the beta section. When I couldn't get back in, I tried making another account but it wouldn't let me use my key again. I've emailed a few times and heard nothing back as well, so I'm kind of disappointed that I can't get the beta patch. I had put the game down for a while because of the huge hoards but look forward to getting back into it.

Ok, after another mail to the matrix support..., members support or what ever else, there is no response. Now i stop to waste my time.
Now i need no beta Patch and for the future no game from Matrix.

Good grief, I have no idea why our support people aren't responding, they are handling many other e-mails per day but apparently not these. Give me 24 more hours please and I'll get to the bottom of this, normal follow-ups apparently are not working.

Erik:

I have the same "key already in use" problem with WITP (which I have onwed for years but just decided to register). Likewise, no response from members support emails.

We are getting to the bottom of it, pretty much everyone remotely involved in support at Matrix is investigating this now.

Allright, this is quite embarrassing, but let me lay out what my investigation turned up. First, when we last reset our mail server, the spam filter settings were also somehow reset on the membersarea@matrixgames.com account. This was effectively filtering out at least 2/3rds of non-spam customer support messages on the server side and the person checking that account didn't realize this and wasn't checking the server filter. We just looked at what was on the server side and there are an appalling number of members support messages there. It's fixed now and we will be catching up with these over the course of the next day.

Second, our primary support@matrixgames.com person had a computer glitch a week ago that required a reinstallation. He was only offline and not checking messages for a day, but his client-side spam settings were reset in the process. He didn't realize this either somehow and the result was that for the last week many of the messages from customers and those I've been forwarding him were ending up in his spam filter.

This should never have happened, it required several layers of failure. I'm very sorry to all that were affected. We're going through and responding to all the "lost" messages as quickly as we can, please realize that because of this fiasco with spam settings, our support people really weren't seeing your messages. They were answering those they saw and not ignoring anyone. It's our policy to not have any spam filtering setup on any support accounts, but in this case due to a server glitch and a computer reinstallation they were inadvertently re-enabled.

To fix this for good, we're just about done setting up a new Help Desk which will replace our e-mail support entirely. We hope to have this online during the holidays so that we can make sure every help request is trackable by both the customer and our staff.

Regards,

- Erik