Matrix games bought on Gamersgate (and elsewhere?) must be rebought.

[JasonPratt]

What.
In.
The.
Actual.
Hell.


While bringing my new computer up to speed, I got around this morning to installing my Gamersgate copies of Pride of Nations and Rise of Prussia. These had been installed on my old computer without any problem (and still are there, btw).

Now the site says these games aren't found on my account anymore.

Granted, I bought Pr0N ;) cheap when Paradox inflicted it on the market in its buggy condition, but still. Rise of Prussia wasn't all that cheaply released.

Who should I contact about this?--Gamersgate or Matrix? Would GG even have any recourse now? How could I prove to Matrix I bought the games, assuming they don't just tell me they're keeping (their cut of) my money and too bad?

Insert rant against non-physical games here.  >:(

[Grim.Reaper]

Both of these still show up for me, although after each title it now says (old), not sure what that means but is still downloadable

[Philippe]

If you gave Gamersgate money for access to a product, if the product can't be downloaded it's up to Gamersgate to give you the product or make you whole.

Your contract was with a merchant, not with the publisher.

So you have no standing with Matrix, nor is there any reason why you should have.

My own experiences with Gamersgate support have been life-affirming and stellar.

I suggest you contact them and explain what you bought and when you bought it as calmly as possible.  Depending on your level of addiction they'll get back to you in a day or two.

[Grim.Reaper]

I needed support from gg this past week and they told me it would be over a week before they could get back to me....said due to volume with spring sale.  I'll be patient, but waiting a week plus regardless of the situation is not that great.  In the past, usually resolved in a day or two.

[Philippe]

I think a lot depends on the nature and urgency of the problem, how well you explain it to them,  and how many games you have bought from them in the past. 

They perform triage for urgency before they drop everything and get back to you, so if the problem is serious and you've described it adequately you should get a good response.

I think the celerity of response also depends on your level of membership, a function of your level of addiction (aka how many games you've bought from them).  They seem to be rewarding good customers with better service, which is commendable.

I too have Rise of Prussia and it is currently uninstalled.  I just tested it and both the installer and the download seemed to be working perfectly.  If you ever find out what (old) means, please let me know.  Not my favorite word, especially when applied to myself.

[Cougar_DK]

I also have the main game, now named (old) and the DLC is still there. Both of them downloadable  8)

[Grim.Reaper]

I think a lot depends on the nature and urgency of the problem, how well you explain it to them,  and how many games you have bought from them in the past. 

They perform triage for urgency before they drop everything and get back to you, so if the problem is serious and you've described it adequately you should get a good response.

I think the celerity of response also depends on your level of membership, a function of your level of addiction (aka how many games you've bought from them).  They seem to be rewarding good customers with better service, which is commendable.

I too have Rise of Prussia and it is currently uninstalled.  I just tested it and both the installer and the download seemed to be working perfectly.  If you ever find out what (old) means, please let me know.  Not my favorite word, especially when applied to myself.

Not sure I agree basing customer service on how many games a person owns.  Person will never likely purchase a lot of games if they get poor service to start with.  In my case, I have a healthy library (although I am sure not as many as others) and I was very clear in what the issue was and the support person acknowledged that.  Just said they didn't have time to address it until a week later.  Is my issue critical, absolutely not.  Is this going to stop me from buying games from GG, absolutely not.  Just think a week plus for any level of support is a little on the extreme side.  I am guessing they only have a couple support people since I have only ever seen two different people respond to any of my tickets.

[Huw the Poo]

They seem to be rewarding good customers with better service, which is commendable.

That's hardly what I consider commendable.

[Tuna]

They seem to be rewarding good customers with better service, which is commendable.

That's hardly what I consider commendable.

Gamers Gate has always given me excellent Customer service.. This just dropped Matrix down another notch for me... I mean.. going an telling other people they can't sell it anymore, because they bought the rights... but telling people they can't get a game that they already paid for!!!..

[Tuna]

I think a lot depends on the nature and urgency of the problem, how well you explain it to them,  and how many games you have bought from them in the past. 

They perform triage for urgency before they drop everything and get back to you, so if the problem is serious and you've described it adequately you should get a good response.

I think the celerity of response also depends on your level of membership, a function of your level of addiction (aka how many games you've bought from them).  They seem to be rewarding good customers with better service, which is commendable.

I too have Rise of Prussia and it is currently uninstalled.  I just tested it and both the installer and the download seemed to be working perfectly.  If you ever find out what (old) means, please let me know.  Not my favorite word, especially when applied to myself.

Not sure I agree basing customer service on how many games a person owns.  Person will never likely purchase a lot of games if they get poor service to start with.  In my case, I have a healthy library (although I am sure not as many as others) and I was very clear in what the issue was and the support person acknowledged that.  Just said they didn't have time to address it until a week later.  Is my issue critical, absolutely not.  Is this going to stop me from buying games from GG, absolutely not.  Just think a week plus for any level of support is a little on the extreme side.  I am guessing they only have a couple support people since I have only ever seen two different people respond to any of my tickets.

The fact that they have Customer Service Available and that they 'acknowledge' your ticket these days is a big plus.. Try doing that with Steam!

[GibbyG]

. This just dropped Matrix down another notch for me... I mean.. going an telling other people they can't sell it anymore, because they bought the rights... but telling people they can't get a game that they already paid for!!!..

Where does it say this?  The OP said he couldn't find the games.  Several others have said they are still there.  I checked and mine are too.

[Philippe]

They seem to be rewarding good customers with better service, which is commendable.

That's hardly what I consider commendable.

I hope you aren't suggesting that good customers shouldn't be rewarded.

Not rewarding good customers is neither commendable nor smart business practise.

[Grim.Reaper]

They seem to be rewarding good customers with better service, which is commendable.

That's hardly what I consider commendable.

I hope you aren't suggesting that good customers shouldn't be rewarded.

Not rewarding good customers is neither commendable nor smart business practise.

Good customer service should be for every customer, not just special ones.  You can reward good customers in other ways but everyone has the right to quality service.  Otherwise new customers will never stick around long enough to earn the right to good service.

[Grim.Reaper]

By the way, I own about 90 items from gg, how much does one need to own to get different treatment?  Again, not really picking on gg since I do like the service, just using as an example.

[tgb]

I have a ton of games with them, and they used to be my go-to source for games, particularly niche and strategy titles, but ever since I got a new computer and it took them over two weeks to get back to me on resetting my password, I told them that I would never purchase from them again.

FWIW, I have no problem retrieving my old Ageod titles that I got from GG.