I played Harpoon back in the good ol' DOS days in the 1990's and was thrilled to discover that it is still in development. I downloaded the demo for HCE and saw the GUIK scenario I used to play for hours. Well, I decided that that was enough for me and bought it. Bought it online, was sent my serial number, copied and pasted it in and . . . . nothing. I get an error that there is a problem with my serial number and to contact support (support@matrixgames.com). I've sent three e-mails this week to them and have gotten no response back. I'd really like to play my game that I spent $40 on, but at the very least I'd like for someone who receives money when I pay them to acknowledge when someone has a problem and reply back to try to help fix it.

 

I'm just wondering: is anyone there, or has the fleet been overcome by ghosts?

Try opening up a trouble ticket with Matrix Games at:

 

http://www.matrixgames.com/helpdesk/

 

Hope this helps, I've been real happy with HCE since I downloaded back in 1997.

I played Harpoon back in the good ol' DOS days in the 1990's and was thrilled to discover that it is still in development. I downloaded the demo for HCE and saw the GUIK scenario I used to play for hours. Well, I decided that that was enough for me and bought it. Bought it online, was sent my serial number, copied and pasted it in and . . . . nothing. I get an error that there is a problem with my serial number and to contact support (support@matrixgames.com). I've sent three e-mails this week to them and have gotten no response back. I'd really like to play my game that I spent $40 on, but at the very least I'd like for someone who receives money when I pay them to acknowledge when someone has a problem and reply back to try to help fix it.

 

I'm just wondering: is anyone there, or has the fleet been overcome by ghosts?

Rest assured that in no time at all some of the more knowledgeable guys here will come to your rescue faster than a supersonic surface skimming missile.

I wish I had some idea myself,

PS welcome to the HCE world.

Don.

I played Harpoon back in the good ol' DOS days in the 1990's and was thrilled to discover that it is still in development. I downloaded the demo for HCE and saw the GUIK scenario I used to play for hours. Well, I decided that that was enough for me and bought it. Bought it online, was sent my serial number, copied and pasted it in and . . . . nothing. I get an error that there is a problem with my serial number and to contact support (support@matrixgames.com). I've sent three e-mails this week to them and have gotten no response back. I'd really like to play my game that I spent $40 on, but at the very least I'd like for someone who receives money when I pay them to acknowledge when someone has a problem and reply back to try to help fix it. I'm just wondering: is anyone there, or has the fleet been overcome by ghosts?

 

We're the development team and don't deal with serial numbers and sales and such, but if you can't get anywhere with the Matrix Games help desk, I would suggest sending an email directly to Erik Rutins, Director of Product Development and Business Relations, at Matrix. You can email him through the Matrix Forums after you log in there.

 

If you still aren't getting anywhere with that, please let us know and we will try and dig deeper.

 

In the interim, does the serial work with any of the patches or the latest beta release 2009.046 posted here at HarpGamer?

I'm just wondering: is anyone there, or has the fleet been overcome by ghosts?

 

What Brad said . Matrix is the publisher, AGSI is the rights holder, then comes us taking care of the game. Call it a loose confederation.

 

Anyway, we're still here coding, editing databases, and providing what support we can muster.

 

Matrix is definitely your primary contact on serial number issues but...

 

One solution has been to uninstall the game, then reinstall. When you reinstall make sure you install the patch(es) to the same location as the original game. We've seen some people install the original game to say C:\Matrix Games\HCE then install 2008.044 to C:\Games\HCE resulting in a SN error since the game is then split between two locations.

I'm just wondering: is anyone there, or has the fleet been overcome by ghosts?

 

What Brad said . Matrix is the publisher, AGSI is the rights holder, then comes us taking care of the game. Call it a loose confederation.

 

Anyway, we're still here coding, editing databases, and providing what support we can muster.

 

Matrix is definitely your primary contact on serial number issues but...

 

One solution has been to uninstall the game, then reinstall. When you reinstall make sure you install the patch(es) to the same location as the original game. We've seen some people install the original game to say C:\Matrix Games\HCE then install 2008.044 to C:\Games\HCE resulting in a SN error since the game is then split between two locations.

 

Thanks for attempting to help. I get the same result with the original release and subsequent patches. I have verified that the directory the patches are installed to are the same as the game is installed to.

 

I opened a ticket with Matrix in addition to several emails and still no joy. I can't say that it seems they are very concerned with the customer support aspect of the business after going a whole week without getting a single contact from anyone at tech support. Disappointing.

 

I'll try to send an email to the gentleman mentioned above and see if that can get anything moving. I'd really like to enjoy playing one of my all-time favorite games again! Thanks again for the help.

I get an error that there is a problem with my serial number and to contact support (support@matrixgames.com).

 

Can you pass on the exact error number? Usually it gives a three or so digit number to indicate the problem more specifically. Any reply from Erik @ Matrix yet? If not I can pressure too on your behalf.