Very Disappointed (Forge of Frustration)

[marshallneal]

I just received "Forge of Freedom" on Thursday and was unable to install it on my computer. I had a "decompression error 6"...

I visited a number of forums online, including the one here, and tried every fix I know and could find. I also tried installing the program on another, newer computer (virtually brand new), and had the same problem.

From the posts I read and experience, I believe the second disk has a defect.

My problem is (besides the program won't install) I am unable to get help from anybody at Matrix. Sure, I could place a new order today (they'll take my money 24 hours a day), but nobody will answer email I sent out on Thursday or respond to my posts. I used the knowledge base and "helpdesk".

Needless to say it's frustrating to spend $60 on entertainment (or anything) in today's economy and be given something that is defective and be forced to live with it because you are functionally ignored. In my book, if folks sell something defective and refuse to replace it or otherwise make it good--it amounts to theft. I am sure Matrix cares about its customers and products, yes???

I am a bit cross about this and if the item cannot be replaced, I will expect a prompt refund. There are many titles and developers to choose from. There's also fishing.

All I want is a little help. Anyone home at Matrix support?

Thanks,

Marshall

[sennettcj]

Hi Marshall

All I can say is that Matrix just sorted out my War in the Pacific download problem after about 5 days and I gave them scant information to work on.

To be honest they were probably within thier rights to say we cant help but they didnt and sorted it out. Second time they have helped me and both times have been down to me screwing up.

Point is give them a bit of time. They have always come through.

Chris

[marshallneal]

Thanks Chris,

I will.  I am a bit frustrated--hence my rant, but we'll see.  If they come through, I will be sure to give props. 

Marshall

[Erik Rutins]

Marshall,

If you're not getting an answer via our Help Desk (not sure why that would be), then please e-mail me at erikr@matrixgames.com with your order info.

Regards,

- Erik

[marshallneal]

I received my replacement copy today and got the same error.

Is there another cause/solution? 

Thanks,

Marshall

[Hertston]

Have you tried copying the files from the disks to your desktop, and then running the install from there rather than from the disk? I'm just wondering if the installer is trying to decompress to it's current directory which, if that was the disk, it wouldn't be able to do. Only a wild guess.. I took the download only option for that one.

[Erik Rutins]

Already resolved, sorry should have posted here again. Please see my note in the FOF support forum.

[marshallneal]

Well, this story has a happy ending.

Erik got to work on the problem, and although I now have three copies of FoF I have one that works and I am happy.

I must take my hat off to Erik and Martix for moving swiftly to address my problem, once it came to their attention.

I can now happily say I will soon buy from Matrix again. [:)]

Thanks all who chimed in to help.

-Marshallneal

[hgilmer3]

Erik goes out of his way supporting his games more than anyone or company I have ever seen.  [&o]

[Anendrue]

Erik is a one man army currently holding many jobs at Matrix. Hats off to him.