Matrix Games Forums

Thanks to Advanced Tactics, I have learned that Matrix Games cares far more about getting my money then they do about honoring the contract from that money. My relationship with this company was fine till my computer crashed and I lost all of my programs. I managed to keep my Advanced Tactics serial code on me, but no one seems to care. They do not want to give me access to the actual game download eventhough I have the serial code. I bought this game on the first day it was sold and this is the thanks I get.

I am really starting to regret that I ever did business with this company and the odds of me ever doing business again with this company is going down very fast!

This level of disloyalty is shocking and dissappointing to say the least.

Huh? If you have the serial whats the problem? You log into members and DL your game.

Edited to add, you will not gain any points by bashing Matrix here. WE, the people that have been part of the Matrix family know that Matrix will always do the right thing for its customers. I REPEAT, you will not gain any points implying Matrix engages in any business practices that are unethical.

How about a little more information, please. Maybe we can help somehow? Your post has the makings of a drive-by rant without proper context. 

ORIGINAL: Slick Wilhelm

How about a little more information, please. Maybe we can help somehow? Your post has the makings of a drive-by rant without proper context. 

Agreed. It looks as if the he rushed to make this rant when it could be a simple misunderstanding.

OK - I'll bite. Just cause I feel all "Christmassy" by your post.

You have your serial number but no credit card info from the purchase ... therefore you can't find your order. So it must be Matrix's fault right ? Wrong ...
It is your responsibility - not Matrix's to keep this information & considering you've had 3 years to make a backup copy - which is recommended BTW. I feel little sympathy given your 2 post rant.

Using serial numbers to retrieve orders would open pandora's box to the outside world - I agree with the CC / order number system and I always keep a copy in a safe place.

The two posts you've made were 2 minutes apart (in the last 3 years)and you've not got any support as yet during the holiday season ... I think you need to step back and have a hard look at how you've approached this complaint...I can only guess you think that kicking up a stink will bring people to help you ... well I'm one of them [;)]

It is my responsibility ... I don't blame others for my mistakes or misfortunes. 3 years later your regretting doing business with the company ... disloyalty ... ROFL...You're having a laugh mate !!!

Well I'm sure Erik will have a look after his holiday playing all the new releases And I sincerely hope he helps you save $26.99 as it's on sale 33% OFF.

Matrix will sort it if you ask nicely rather than rant (and probably even if you just rant!)

Yet again I fail to understand what is so difficult about burning the download to a CD/DVD. It's the first thing I do with every Matrix game I buy.

OK, for the record I first tried to deal with the customer service system. I also sent Vic an e-mail which was quite a bit more reasonable than the past rant. I also went to the Advanced Tactics community site where I still have my own community page. For the record, I also have made more post than a couple, but that was under an old e-mail ID from my old ISP. Try and remember a lot can happen in 3 years.

Truth be it known, it is not the lack of response that annoys me. It is the fact that a computer failure is not really factored into the way customer service has things set up. You would think that being able to furnish my old e-mail address which was wsvbus@cox.net and my new address which is wsvbus@verizon.net and my password would be enough along with my serial code number to access the game. Keep in mind, since I bought the game on the first day it came out, I am also actually giving you the date of my order.

By the way, I recall the game warning me to safeguard my serial code number. Back then they were not really pushing the need for a backup CD. My computer's cd burner has not been reliable in the past year anyway. I do see why the game itself would no longer be available to safeguard the wholesale giving away of a serial code number, but that said since I actually ordered the game the first day it was sold, I should be able to get assistance in tracking down my old order number.

Anyway, I have had some time to sleep on the situation and I have once again gone back to a more reasonable business mode as opposed to what seemed like a drive by rant. I guess I should have expected the rules regarding the game to change. I was involved with this stuff all the way back to People's Tactics.

I would now like to officially ask for assistance on getting in touch with the right people at Matrix who can get me my old order number. Any assistance would be appreciated.

ORIGINAL: wsvbus@verizon.net

I would now like to officially ask for assistance on getting in touch with the right people at Matrix who can get me my old order number. Any assistance would be appreciated.

send an email to Erik Rutins...He's usually more then willing to help (especially when asked nicely [;)]).

Thanks for the advice. Believe it or not, I actually have Vic's e-mail because I contacted him with a few game issues 3 years ago. I do not have Erik Rutins email though. I just tried to e-mail him from this site and it did not let me. Do you have any advice on how to get in touch with him?

I will be sure to ask nicely, by the way do you know how to get in touch with Erik Rutins?

if the link in my previous email doesn't work ([&:]), look him up in the Members List (up at the top of this page)...he is under the "E"s. There should be an email icon in his listing....

Here's a website that may help. https://www.findmyorder.com/sstore?Acti ... cale=en_US
I know of many people here who were in the same predicament and were able to find their orders and re-download via this site. 

Permit me to offer a bit of friendly advice. When you come to a gaming forum populated by fans of the company in question, all you have to do is say "Guys, I've lost my game due to a computer crash, what do I do now?" I think you'll find that method much more effective in receiving help. Since we're customers, too, we don't take kindly to strangers with attitudes waltzing in here demanding service.

Anyway, I hope you get your game back. [:)]

Hi wsvbus@verizon.net,

I'm not sure what you went through before this, but I regret that you had a bad experience. The way to reach us it through the "Support" link in the top navigation bar. Since you are already frustrated, rather than go through the normal help desk, please e-mail me at erikr@matrixgames.com and I'll get things sorted out for you ASAP.

Regards,

- Erik

Thanks a lot I just sent you an e-mail. After going through all the websites I now pretty much know that I need to either ask for my old order number or my user ID and password to my old matrixgames ID because that will allow me to enter my serial code on the members page to get the game download.

Thanks for your help.

I have been to the membership log in page. If I can get my old password from wsvbus@cox.net sent to my e-mail at wsvbus@verizon.net, I am pretty sure I can handle the rest from there.

ORIGINAL: wsvbus@verizon.net

I have been to the membership log in page. If I can get my old password from wsvbus@cox.net sent to my e-mail at wsvbus@verizon.net, I am pretty sure I can handle the rest from there.

That is one of the things about websites and forums that has caused me problems in the past. You change providers and you can't get emails. If the members login was the same as the forum login you could change things in your profile.
I have a hotmail account and use that now for these things. Something generic that I can access anywhere. Then I do forgot my password and save the emails. That doesn't work with the ones that send you a link to reset your password.

^^^^^ this!

When I change my ISP I just laugh at their attempt to provide me with an email address.

Junk2drive you are very correct. I will have you know that I had wanted to change my ISP for years and I always knew deep down that it could open me up to unforeseen problems. Having a generic e-mail address is one solution.

While I am waiting for assistance though, this is a chance for me to affirm a very important lesson regarding life. Life is 10% what happens to you and 90% how you deal with it. That said, since I have now furnished matrixgames with all the info needed to help me, I am going to move on with my life and take care of some other things.

Merry Christmas to all of you.

While you are waiting you could buy WitE and be busy for a long time

Enjoy your game when you get it again.

By the way, after going through the members list, I see that my old username was william64. I guess the crazy thing for me is that we have to have an ID and a password for this site, the membership site, and even for the advanced tactics community site. Anyway, I will stop running around these sites so that I don't accidentally make things worse.