Where is my download?

[ductape]

Ya know, I bought this game on release and bough the expansion too. I registered the serials in my account area, all that jazz.

I searched the Tech Support thread to try to find out how to download a game a bought from you, and could find nothing. Why cant you guys get your game delivery together? How about putting a little text or link somewhere in the games areas directing people who paid for it to the location to download it?

How about right now, you tell me how to download the game i bought from Matrix? How about it?

Digital River has changed their website completely, at the client login they have four options and not one of them remembers who I am. NO account, no password, nothing. Go ahead and check my Matrix profile, I have the serial for the original game and expansion, but no way to download it.

Please put some staff on this, its probably the worst system for game delivery I have ever seen. And I want my game now. Thanks.

[cookie monster]

Contact the help desk they will sort you out, even at weekends.

[ductape]

Really i just want them to fix the general website system. I will not purchase from Matrix any longer until they do, and I have recommended on several forums i frequent to be cautious of the poor choices Matrix has used to sell their products. I have two products from Matrix from two third party resellers.

Just provide a download link in the account area of any member who has registered their serial number and be done with it! Why cant you do this? A good explanation of why you cant would be helpful.

[Erik Rutins]

Ductape,

That's exactly the solution that we are working on. Until it's in place though, you need to contact our Help Desk to get a new download link. There's no limit on re-downloads, but we can't automatically issue a new link until the new system is completed.

Note that if you purchase from our old Digital River store, you can retrieve your download by going to www.findmyorder.com with your order information.

We also strongly recommend backing up the installer file and serial number information once you download it. That way you won't need to wait for a new link.

Regards,

- Erik

[Erik Rutins]

Also, if you click on the "Support" link in the top navigation bar, you'll see this in the FAQs:

http://www.matrixgames.com/support/faq.asp?id=8

[Elrikk]

I think the answer to your problems is that you bought the game through Digital River who, if I remember correctly, didn't allow for multiple downloads of the game unless you paid a few bucks more for insurance.

But maybe if you ask nicely the good folks at Matrix might be able to help anyway.

Good luck.

EDIT. The guys from Matrix beat me to it.

[ductape]

Well, I have had a support ticket in since the 12th and no response yet.

[Hertston]

Am I missing something here?

1. ductape mentioned the DR site in the OP, and hence presumably bought DW via DR.

2. Erik has explained how games bought via DR can be retrieved (whether you wasted money DR's 'download insurance' or not, incidently).

So what's the problem, with the original game, anyway?


ductape, I understand your frustration an hope your problem is sorted quickly, but it's hard to have much sympathy when it's so easy just to burn a copy onto disk after downloading it, together with a note of the serial number. Personally, I can't think of a better system of 'game delivery'.. but it is a store, and not some sort of game management service like Steam or Impulse.