Matrix Product and Support (?)

[gillesvin2]

Is it only me? I like Matrix games but how many times does a download require a patch?

Seconds to pay for and download a game - days (if not weeks) to get a patch to resolve issues?! And or to get a response to your support request.

Log a support call - you are sent a link that does not function! I am a Service Director - many companies would have ceased to exist based on such a service record! Unless you are Mircosoft!

Buy 'extended download'? Does not work! Rip off!

I am glad that Matrix do not make aircraft! Otherwise we would all have crashed and burned!

Matrix, like a chinese meal promises much but leaves you hungry (or is that angry!).

Gilles

[SlickWilhelm]

As a "Service Director", you obviously have learned very little about how to register a complaint without being a dick about it.

[gillesvin2]

Fair point - but whatever the size of the 'dick', I guess the registering of a complaint (or indeed a request for product support) is allied to the outcome. So far no outcomes and to be fair (based on emprirical evidence), Matrix products are flawed - a situation which is evident from the support provided by users within the forums!

[JudgeDredd]

All products are flawed. You will not find any computer product going to market that is not flawed...period. You may find ones with bigger flaws than others, but that's it. Regardless of how good the programmer is, it will have flaws.

As for Extended Download I agree (from what I gather) and wish Matrix would push to have it removed by default. I never select it

What exactly is your problem and with what product? We might be able to point you in the right direction if we knew.

[Vasquez]

Sorry to hear that you have issues with matrix products.

But which game are you considering as flawed?

I own (only) 11 games published by matrix and they were all very good and fully playable/stable by the initial release. Usually I wait a few days and watch the forums after a game is released to see if it has issues or not (like EiA or WW1 which I dropped from my list therefore). The other 11 games I own are all top-notch and for sure the games I play at most even years after release.

In short, Iam very satisfied with the matrix products and with the support and please note that I am not a Matrix Forums fanboy (look at my postcounter after almost 10 years forums membership ).

[Josh]

I think it's "War in the Pacific: Admiral's Edition"
He has some problems with the gameinstall. Well for what it's worth, that does suck. It happened to me too a couple of times, "Fall Out 3" for instance, no matter what I did I couldn't the game running. [:@]
Then again, every game has it's fair share of problems... so WitP:AE too. But based on the very few problems WitP has, I think Gilles' problem should be solvable.

[Doggie]

Throwing a tantrum is the best way to get someone to pay attention to you, huh?

Asking politely is for pussies. Even with his PM inbox chock full of complaints about me, Rutkins still finds time to work on Matrix stuff now and then. Maybe you should consider posting what ever issues you have on the appropriate forum where people who know about the problems with that particular game can assist you? Nah, you'd rather stay in touch with your inner child.[8|]

[Goblin]

ORIGINAL: Doggie

Throwing a tantrum is the best way to get someone to pay attention to you, huh?

Asking politely is for pussies. Even with his PM inbox chock full of complaints about me, Rutkins still finds time to work on Matrix stuff now and then. Maybe you should consider posting what ever issues you have on the appropriate forum where people who know about the problems with that particular game can assist you? Nah, you'd rather stay in touch with your inner child.[8|]

I'ma have to complain about this post...[:'(]

[gillesvin2]

Hmmm - interesting, but again points to the fact you guys (and gals) provide support via the forums........ Enough said?

Besides ongoing WITP issues (sort of sorted......if I switch this and that off - bit like like buying a car but being advised not to use the headlights or indicators etc....), problems running Commander Europe at War which I cannot run due to a an error ‘the JVM could not be started. The main method may have thrown an exception’....? Support call logged - but cannot track the Incident as the supplied Matrix link throws an error!

Bugs eh? As I stated - seconds to purchase, days (time) pass to resolve a problem.

Anyway, what do I know, I'm only the guy who gave money to Matrix!

Gilles

[SlickWilhelm]

Gilles,

If you would have started your post with something along the lines of "Hello everyone, I'm having some real problems running a couple of Matrix Games and I would appreciate some help", all sorts of folks would have come to your rescue and tried to help you.

Instead, you chose to be combative and immature. You reap what you sow, my friend.

[gillesvin2]

So be it!

Life (even virtual life) as it is lived. Tried that, done that - but again it proves the point (that you are highlighting) that support is provided by unpaid members of forums ie not in the main by Matrix who gain the initial income.

Nice, but hardly the product support that is implicit in the initial purchase contract.

G

[gillesvin2]

As much as forum advice has been and is useful - some of the comments seem to suggest a support model based on users. This is much like (to my mind) buying, say a Ford car, and expecting me to elicit support from other Ford car drivers/owners ie without Ford (the manufacturer) being involved or indeed interested.

Only in the 'games' industry! Very strange! Support, but not Customer support as we know it Captain........

G

[Arsan]

Guys, stop trying to be helpful with this guy or he will sue you all [;)]

[Arsan]

ORIGINAL: gillesvin2

As much as forum advice has been and is useful - some of the comments seem to suggest a support model based on users. This is much like (to my mind) buying, say a Ford car, and expecting me to elicit support from other Ford car drivers/owners ie without Ford (the manufacturer) being involved or indeed interested.

Only in the 'games' industry! Very strange! Support, but not Customer support as we know it Captain........

G

Please, don't get me started on my Ford Fiesta service [:@]
I could keep on going for hours! [:D]

[gillesvin2]

Sorry folks - I just want to play a game (ie game = enjoyment). How hard should this be!

[rickier65]

ORIGINAL: gillesvin2

As much as forum advice has been and is useful - some of the comments seem to suggest a support model based on users. This is much like (to my mind) buying, say a Ford car, and expecting me to elicit support from other Ford car drivers/owners ie without Ford (the manufacturer) being involved or indeed interested.

Only in the 'games' industry! Very strange! Support, but not Customer support as we know it Captain........

G

G,

unless I'm mistaken, the point of your initial post was to express your dis-satisfaction with Matrix support rather than to obtain help with something. Which is fine. Matrix seems to be pretty open about allowing customers to complain in the open.

I actually don't agree, though, about the support model. I've had way too many experiences with companies 'customer support' where they look up problem key words and read you back a scripted response that all too often is totally unhelpful. Anymore, when i have a problem with a product, I've gotten into the habit of FIRST looking online for user discusions about the product, gathering information, and sometimes solutions, BEFORE I contact Cust. Support. I find I usually get much farther along the support chain in my initial call this way.

And around here in Matrix particularly, the user support is quite good, and in most forums, the respective developer seems to often drop in from time to time and provides some answers. I think this model works great!

Rick

[Doggie]

The guys who design and produce matrix games are kind of busy designing and producing games. That's why they employ these guys they call "beta testers" to find all the little glitches. Rutkins is too busy reading complaints about how I was rude to Ike for insulting the heroic defenders of the Malvinas to spend 18 hours a day playing every game looking for some programming error.

Then there's this problem with different people owning different computers and playing on different video cards with different operating systems. Just because your computer won't load a game because you have some virus protection system from Croatia installed doesn't mean everyone else has the same problem.

The reason they have sub forums devoted to specific games is so all the basement dwelling dweebs who can only imagine what female genitalai looks like can help you out with your computer problems. They like to do that; it make them feel superior to normal people and it gives meaning to their sad, pathetic lives.

Now, the truth is I told Von Martial to have Rutkins flogged regularly until his attitude improves, but Marc don't listen to his old pals like me anymore since he married royalty and became a princess. Now he spends all his free time riding side saddle on a polo pony at his estate in Berchtesgaden.

Now as soon as David Heath gets back from his vacation estate at Hyannis Port, you might take your problem up with him.

[Goblin]

since he married royalty and became a princess.

[:D]

[freeboy]

ok, I am a sales mkt guy with several decades of helping resolve issues, customer support is my bread and butter.That said  I have to aggree the link up between MAtrix with DR is a disaster, the support is TERRIBLE and other than the games having to be bought here, I would NEVER do business here as a result of not bad, but TERRIBLE support. I am not trying to piss in your coolaide, just an honest addition to the topic for those that care.
I know games need to be patched, I am talking about customer support outside of the developement of patches and game support, basic business support simply does not exist past a most basic level. I am not talking bad either, way way worse than bad.

[Erik Rutins]

ORIGINAL: gillesvin2
Is it only me? I like Matrix games but how many times does a download require a patch?
Seconds to pay for and download a game - days (if not weeks) to get a patch to resolve issues?!

Most games do require updates and many also receive additional non-required updates to further enhance the game, at no additional cost. Speeding up the process of releasing updates would simply reduce their quality and the resulting stability of the game.

And or to get a response to your support request.
Log a support call - you are sent a link that does not function! I am a Service Director - many companies would have ceased to exist based on such a service record! Unless you are Mircosoft!

Not sure what you mean here. Our Help Desk is working fine as far as I can tell. Can you be more specific?

Buy 'extended download'? Does not work! Rip off!

Again, works fine for me, but the extended download is handled by DR's store. What problem did you have?

Regards,

- Erik