Matrix Games Forums

I purchased a new computer and contacted Matrix to obtain a back up copy or re-insall for Operation Art of War 3, which I purchased via download. I never received any response from Matrix after numerous attempts. Can any one provided me with information regarding their policy regarding re-install or post sale back-up


Thank you

I purchased a new computer and contacted Matrix to obtain a back up copy or re-insall for Operation Art of War 3, which I purchased via download. I never received any response from Matrix after numerous attempts. Can any one provided me with information regarding their policy regarding re-install or post sale back-up


Thank you

I´m not sure but I think you can just redownload from the same addy you used before to download it.

ORIGINAL: marsorder

I purchased a new computer and contacted Matrix to obtain a back up copy or re-insall for Operation Art of War 3, which I purchased via download. I never received any response from Matrix after numerous attempts. Can any one provided me with information regarding their policy regarding re-install or post sale back-up


Thank you

I believe that Digital River's official policy is to allow 30 days to download. Then, there was something about an unofficial policy that Matrix had worked out where you could d/l it after that period. However, I also heard that this unofficial extended period was in jeopardy. I recently ordered some Matrix games through the US store and had an extended download policy offered, so this may or may not be a harbinger of things to come.

What email address have you sent your support inquiries to, at Matrix, and when? You should be using support@matrixgames.com for these types of problems. If this is indeed the address you have emailed to, then give me some specifics in this thread ( but NOT your serial numbers), and I will shake the tree a bit.

I would heartily recommend burning a copy of the installation file, and a txt file with your serial numbers, onto a cd, when you do get your files. Then, store it away for the next time you need to install/re-install the games. Depending on the game, you may be able to get two or three games onto a single cd. For 19 cents and a few minutes of your time, it is the ultimate insurance.

JAMiAM
 
Thank you very much for taking the time to respond to my question and for your kind offer of assistance with this.
Here is a copy of my invoice sans the serial number and personal contact information
Thanks again, you really made my day with your kind support.
Best regards
marsorder
_________________
YOUR ORDER AND BILLING INFORMATION
Order Number: 118076511
Order Date: 24-JUN-06
Product Name
Qty Ordered
Platform
Price
The Operational Art of War III
1
Digital Download PC
$ 39.99 
 
Sub Total: $ 39.99
Total: $ 39.99 
 
Additional Information: The Operational Art of War III Digital River
---------------------------------------------------------------------------------
SERIAL NUMBER: XXX

Hi marsorder,

Did you use the support@matrixgames.com address on your previous email inquiries? If so, then what dates did you email them on? I will bring Erik Rutins' attention to this thread, but given that this is the Thanksgiving Day weekend coming up, official support will probably wait until Monday, when everyone gets back.

Hello JAMiAM
Yes I went back and checked my email and captured the following dates/times that I sent a request to support@matrixgames.com for information regarding a re-install

Mon, 08/27/07, 2:30 pm
Fri, 08/24/07, 11:39 amW
ed, 08/22/07, 11:03 pm

Thanks I understand that it may take a few days for this to be resolved. You have been very helpful. Thanks again.

Best regards
Marsorder

Hi Marsorder,

If you go to www.findmyorder.com with your order number and you got the download insurance to allow re-downloading after 30 days, you should be all set to redownload TOAW III.

I'll check into why you did not receive a response, as far as I've seen we respond to every e-mail received here.

Regards,

- Erik

Hello Eric
 
Outstanding!!! Well done. Thank you so much for your help with this. I really appreciate the quick response to my request on the holiday. I am so glad to be back up and running The Operational Art of War III.
 
Thank You
marsorder