Matrix Games Forums

You better be carefull with these people. I downloaded a game last friday. It will not run on my computer. The computer was bought in september. So i did not look at the requirements of the game. You assume a new computer would run the program you buy. I spoke to them several times about the problem. I asked for my money back or exchange for another game, that would work. They said the policy was not refund..... What type of company runs this way? American express is opening a complaint against them. Just watch what you are doing. I dont trust them as far as i can throw them. They lost a customer. Its too bad, as i would have bought 3 or 4 more games from them.

Sorry you had a bad experience, but I will let the other customers speak for us when it comes to our reputability.

I think the fact that we solved the problem for you with a refund, that is not standard, within a simple week (during our holidays) ads a lot to our reputability.

They said the policy was not refund..... What type of company runs this way?

Pretty much standard with software. With download software even more.

The computer was bought in september. So i did not look at the requirements of the game. You assume a new computer would run the program you buy.

Looking at the system specs a software application has and comparing them to the system specs you computer has is also standard when you buy software. Some common sense applies when one does purchase products.

The date of purchase of a computer and "how new" it is does say nothing about the hardware. I can go out an buy a computer today that I can assure you will not run 90% of our games. But what would that proof? Computers and hardware is not about the date of purchase. It is about what computing power you actually buy.
Then, how fit is your system? Are all the drivers up to date? All things that do not relate to the date of purchase.

For example my workstation is more then a year old. It runs all of our products and even the latest high computing power demand titles released on the PC market. Funny, since it is older then the PC you bought.

Yeah, sorry RomanEagle, but you need to learn one hard fact; ALWAYS, ALWAYS check what your computers specs are, Video card, Motherboard, CPU, RAM memory, etc, and know it roughly off by heart.

Then ALWAYS check the 'Minimum' specs for a game (These are listed on game boxes, and on the sales and advert pages of games here). Normally discard the 'Minimums' unless you want a slideshow, make sure your comp is usually at least a little better than what it says.

And thanks for getting GS_Marcks to admit they gave a refund. I now have a legal ace up my sleeve...MUHAHAHAHAHA!!

Just kidding[;)]

Edit: Another thing. Honestly mate, I have never had a problem with Matrix games. Never. They even have the best download system on the internet when it comes to games (No Big Daddy looking over your shoulder with online checking ever time you put the game on, patch it, etc).

Just learn about Computers. I understand its a pain in the rear with all the crap involved these days, but it saves headaches further down the line.

roman you had a bad experience with 1 product and apparently because you didn't read the specs. I can say that Matrix does a great job with the games they market, manage and sell. I own 6 titles now and will shortly add 2 more, never had a problem with specs and I own 5 different computers.
Also you left out that you did get your money back and I can tell you thats a big deal with software. Try that at a big box company and see how far it goes.
Matrix does a great job and I certainly speak for the thousands of satisfied customers when I say keep up the good work.

It's not exactly Matrix's fault if you don't bother to look at the requirements.

Making a blanket statement that "Matrix is not a reputable company" based on your own admitted failure to perform a basic requirements check is absurd.

ORIGINAL: romaneagle

It will not run on my computer. The computer was bought in september. So i did not look at the requirements of the game. You assume a new computer would run the program you buy.

No you don't, not if you have any experience with computer games and have any sense. If you didn't check the requirements you have only yourself to blame... if there is any Matrix game that goes beyond your specs you will find that every major publisher is just as 'disreputable' - and in terms of numbers of games your comp won't run, probably rather more so. I'm guessing Direct X 9c compatibility, or lack of it? That caught a lot of people out when Battlefield 2 was released in 2005 (including me.. cough.. ), and people are still being caught out by it when not buying a comp with a decent, contemporary, graphics card. If your problem is memory, you don't have enough and need more anyway - that's about the only possibilities I can think of.

It doesn't matter when you bought it, what matters is what your bought. I see ads every day for cheap and even middling price computers that do not have the hardware needed to run many of today's games releases. There's nothing wrong with them, they are sold to surf the net, store photos and video and run MS Office, Money and such which they do just fine. But for some games (usually the more recent, graphically intensive ones), you often need a little more oomphh. Think about what you buy, and check the specs of any games you buy. If yours don't match you have the same choice as the rest of us, don't buy the game or upgrade your computer, or forget the whole idea and buy a console.

Matrix are perfectly 'reputable'. They made available the system requirements needed for the game, if you didn't bother reading them it's your fault, not theirs.

Hmmm

I can feel for the guy to a point.

But, I can say this with utter confidence, his remark won't fly here, and it won't fly on anyone else's forum either, so he can't claim it is just fan boy bias on the company's forum.

Trust me, I can't think of a single place that will support his claim Matrix Games can't be trusted.

He'll likely only get ganged up on every single time. Might even get flammed to hell and back more often than not.

As for "what comany runs this way" hmm maybe that logic works in the UK where there consumer laws means 30 day money back garantee (I think I have that right), but here in Canada, I have never once bought digital media with the idea I can return opened digital media and have any chance of getting my money back if I am not happy with it.
All the more so with digital downloads.

Good luck with American Express, but I have to say, if you want to be miserable about the experience buddy, no one is going to miss you.

ORIGINAL: Les_the_Sarge_9_1
Good luck with American Express...

As Matrix have already given romaneagle a refund I'm not sure exactly what a complaint to them is supposed to achieve other than wasting somebody's time at Amex? Go figure.

Romaneagle,

ORIGINAL: romaneagle
You better be carefull with these people. I downloaded a game last friday. It will not run on my computer. The computer was bought in september. So i did not look at the requirements of the game. You assume a new computer would run the program you buy. I spoke to them several times about the problem. I asked for my money back or exchange for another game, that would work. They said the policy was not refund..... What type of company runs this way? American express is opening a complaint against them. Just watch what you are doing. I dont trust them as far as i can throw them. They lost a customer. Its too bad, as i would have bought 3 or 4 more games from them.

Did you speak directly to us or were you speaking to a representative at DR? If the latter, they follow our policies to the letter and no refunds on download sales is completely typical among all software companies, for obvious reasons.

As others noted, you are overlooking your own responsibility as the buyer in examining the requirements before buying the game. With that said, you can contact us directly at support@matrixgames.com or me at erikr@matrixgames.com if you'd like to discuss this further.

Regards,

- Erik

roman,
 
I would not have given you a refund. The fact that you got one, and still posted your little rant leads me to believe you are this is your MO. Complain about customer servive, even when it goes above and beyond a company's policy.
 
No refund is standard on software. You got one, which means you should be announcing how great a company Matrix is.
 
Also, who buys a damn game without checking system specs?!? [&:]
 
 
 
Goblin

Yup, people see a PC for sale on a TV ad or in the paper and think wow, a new PC for £299, then off they go and buy the latest game and.... Oh Dear it Won't work on their brand spanking new PC.

It's a common occurance that I see repeated again again in big consumer shops like PC World (yuk)

When you buy a Pc its a bit like buying a car, they come in all shapes and sizes, with differing levels of power under the bonnet.  IT is always wise to check what you are buying and to check the specs of any software you intend run, before you splash out the cash.

I am a tightfisted Scot and check everything twice.

As for Matrix being disreputible, I am sorry but you are trying to place the blame for your own error on another and that makes you the disreputable one.

Cheers

Jev

I know in past Matrixgames has not censored or removed unwanted threads (that I can recall), but this one really should be removed.
The fact he has in one post slandered a company which provided the medium of his communication, and then admits he is fairly ignorant of computer basics, does not warrant his message being perpetuated.
If he could, he would probably seek a refund for toilet paper too.
This child will only gain prestige if the post is allowed to remain.
Neither it (nor he) will be missed.
Don't let the door hit ya'.

***Omigosh!!!..I just looked at the other postings he made!!.They were ALL questions which would have been answered had he read any of the rules, or complaints about how slow the downloads were ON HIS COMPUTER link!!.
The ONLY other thing he posted was an un asked for slanderous bit of advice to another consumer to not purchase from Matrixgames, (which he posted on Matrixgames website!!)

!!!!!!!!!!NOTHING TO CONTRIBUTE!!!!!!!!!!!

Romaneagle a name that shall go on my block list....thank you MATRIX for the little red/green button.

I'm going to lock this up, as I would rather have RomanEagle e-mail me directly if he has any further concerns, so that we can address them. I appreciate all of you who are standing up for us, but I think this risks getting personal and I don't want that either. RomanEagle, please e-mail me at erikr@matrixgames.com as I said above, if this has not been handled to your satisfaction and we'll work things out.

Regards,

- Erik