Initial Business Response /* (1000, 5, 2014/11/14) */
We are sorry to hear that you are having a bad experience with the gameWe were unable to locate a support case associated with the ***@gmail.com email addressPlease visit https://support.ubi.com to reach out to our support
team that would be happy to work with you to resolve any issues that you are having with the game
Sorry for the frustration you have had and we look forward to hearing from you
There have been many of instances where players have been cheating on Ubisoft products and I have filed many of complaints and nothing has been done to rectify the problem instead I get back a reply that says take a picture and send it to them well their site has a size limitaion on what you can send and they pretty much ask me to do their job for them I paid for a product to enjoy not work and do someone else's job for them there has been no change or enforcement of the alleged policies they said they will implement and now me and my community have no desire to play the game it is called *** *** The DivisionI only write to you to maybe help them live up to their end of the bargain they promised their clientele that spent money on this product that isn't properly programmed and has faults
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi ***!
I've investigated your case, and our records show that your issue has been resolved on August 12thWhen you created a support ticket regarding the problem, the issue was brought to the attention of the team who could
directly address it, and it should now be fixed
If the issue persists, please update your ticket at support.ubi.com and the support team will do whatever possible to continue the investigationTake care!
Initial Business Response /* (1000, 5, 2014/11/21) */
We are sorry to see that you are having an issue receiving the game that you wantedAfter reviewing your order number, we can see that the item should be on its way to you if it was not received today (Friday 11/21/14)
We have
contacted the support team that was working with you and requested that they reach out to you on your active support case, with case # XXXXXXXX
You should receive an update later today via email so that we can continue to address this issueSorry for the inconvenience and we hope to have this matter resolved as soon as possible
Initial Consumer Rebuttal /* (2000, 7, 2014/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr ***,
Thank you for expressing your concerns with the game you have purchasedAfter running a search, we noticed you have received further information from one of our support agentsThe details provided would be the latest
information available at the momentYou have also been provided with a link to further information as wellIf you have not done so, please take a look at these detailsIf you have further questions, please feel free to update your support case with us directly via http://support.ubi.comWe will be sure to continue providing updates as they are availableThank you for your patience
ubisoft refuse to refund a pre-order even though the game has not been releaseI order Watchdog about a week ago, and decided that I did not want the collectors packageSo I called for a refund and they said they will not cancel my order since it is to close to the release datewill never pay another ubisoft product again!
Initial Business Response /* (1000, 5, 2016/01/04) */
Hello ***,
We're sorry to see that you didn't enjoy your time spent playing Rainbow Six: SiegeI can imagine that latency and connection issues would detract significantly from your experienceAs previously explained by our
support team, our return policy does not allow for a refund under these circumstancesHowever, we would like to do everything within our power to ensure the game is running optimally and as intended
I have reached out to our support team to request that they follow up on your case further to make sure we have taken all possible steps to provide a positive outcomeThey will be in touch with you as soon as possibleThank you for your feedback and have a nice day
Initial Business Response /* (1000, 6, 2014/06/25) */
Thank you for expressing your concerns over the item that you have purchasedWe are sorry to hear that you have had trouble with your game and would love to assist you with your issueThe support case that you have created was last
updated by our support staff on 6/20/and was not responded toPlease feel free to continue to update your support case and we will be happy to try to work with you to resolve the problem that you are encountering
In regards to refunds, all refunds will need to be handled directly at the place of purchase according to their refund policyFor the refund policy concerning items purchased through the Uplay shop, please visit http://shop.ubi.com
Initial Business Response /* (1000, 5, 2014/06/04) */
Hello Mr ***,
We are sorry to hear of the issues you are having with your gameWe have taken a look at your records and see that you have spoke with one of our agents via chat sessionAs mentioned there, this issue that you are
currently encountering has been reported to our teams for reviewWe will continue to work hard to solve this issuehowever, at the current time we do not further updatesAny updates that are received on this issue will be posted directly to the official support site (support.ubi.com) and/or official forums (forums.ubi.com)We do thank you for your understanding of the matter and will continue working hard to improve our titlesIf you have further questions or details to leave with us, please feel free to update your support case by logging into http://support.ubi.com/
Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a refund of my money for the game and the season pass * purchased, because I restarted the game which I was instructed to do by their tech support, and the exact same thing happened again
Final Business Response /* (4000, 14, 2014/06/18) */
Hello Mr ***,
As mentioned in our previous response, the issue you have run into is currently under investigationOur teams are currently working to resolve all known issues and will be updating everyone once any changes are madeThe best option at this moment would be to keep an eye on the official support site over at http://support.ubi.comWe will be updating these pages as new information becomes availableIf you have additional questions, please be sure to update your original ticket with us at the same location (http://support.ubi.com)One of our agents will assist you furtherThank you for your understanding
Initial Business Response /* (1000, 8, 2015/08/05) */
We were able to find your support ticket in our system, thank you for reaching out to the customer service team so that they could be made aware of the issueWe do understand that it is frustrating not to have an item which you
purchasedThe customer support department has escalated your case and the others affected to the development teamThe development team is working with Sony to resolve the issue that was identified in the PSN storeWe do not have further information to share at this timeIn any case, Ubisoft would be unable to provide a refund on behalf of SonyIf you would like to inquire further regarding this, we would recommend contacting Sony directly to inquire about their refund policiesWe do appreciate your patience while we work on this as we are vested in a resolution
Initial Consumer Rebuttal /* (3000, 11, 2015/08/14) */
As of today, 8/6/15, the only contact I have had from the company was a copy of a ticket via email that was opened with my current complaint to Revdex.comThey have not contacted me with a resolution to the issueThe new ticket number is now XXXXXXXX
Final Business Response /* (4000, 13, 2015/08/19) */
Ubisoft is unable to access Sony's transaction history to provide you with a refund, we are unable to reverse any transaction on Sony's behalfThe next best step is to reach out to Sony support to inquire about their refund policiesIn the mean time, we are working with Sony to resolve the identified issue
Initial Business Response /* (1000, 5, 2015/01/13) */
We are sorry to hear that you are having a frustrating experience with Spartacus LegendsYou have done the correct thing to report any issues that you are encountering to our support teams so that they can provide you with the
information needed to try to resolve any issues on your local network that may be causing these issuesAdditionally, this will allow the support team to report these issues directly to the development team to review further
After reviewing your support case, it appears that the support team has suggested that this may be an issue with your account and they have offered to reset the account to try to alleviate the issues that you are encounteringIf you would like to try the account reset, please update your existing support case and let that team knowYou should also ask any questions regarding the account reset that you may have so that you can make an informed decisionSorry again for the frustration that these issues have caused you and we hope that you will reach back out to our support team so that we can try to assist you further
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's funny you should say that because the last email I received from your "support" team stated the trouble was on your end and that you were planning an update soonThat still does not address the issueResetting my account would not be acceptable under your terms because I would lose the very reason I have for playing your gameYou also stated that you would only replace the silver that I had at the time and gold that I had bought rather than the silver and gold that I had earnedIn no way is this acceptableIf this was any other company, this issue would have already been resolvedI suggest now gold be transferred to my account in return for my cessation of this matter
Final Business Response /* (4000, 18, 2015/03/17) */
We have still not obtained an update on your existing support case, with case # XXXXXXXXIf you would like to try the account reset, you will want to update that support case and let us know that you would like to try having your account reset
With regards to gold and silver that you did not obtain due to network issues there is nothing we can do to replace those fundsWhile the account reset will not resolve any local networking issues that may be present, it can resolve an issue players experience where they cannot enter the gameSorry to hear that this issue has been so frustrating for you as we only want our players to have enjoyable experiences with our titlesIf you wish to reset your account, please visit https://support.ubi.com and update your case and we will start the reset process for youThank you
Final Consumer Response /* (4200, 20, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A reset, as you said, is for people having a hard time getting into the gameThat would not be meThis is, once again, proof of your inability or refusal to actually listen to the consumerMy proposed resolution stands, Credit my account with gold and million silver as a compromise
I purchase almost $worth of games from themOne of their games was not working on my laptopI did not get a warning of any kind that my laptop would not be able to successfully play the gameI made an inquiry through their tech division and was made aware of the incompatibility of my laptop a week laterI asked them to send me a CD to compensate me for my inconvenienceI was told that the company does not send out free CDsI am now out of a potential $if I have to purchase the game from them directly or *** ***Below you can read the insensitivity the tech rep showed when dealing with my situation:
*** * (?6?/?21?/?2016? ?3?:?13?:?52? ?PM): Thank you for contacting Ubisoft Live SupportPlease give me a moment to read your question, and I'll be with you shortly
*** * (?6?/?21?/?2016? ?3?:?15?:?04? ?PM): Hi ***, what is the issue that you need help with today?
Me (?6?/?21?/?2016? ?3?:?16?:?57? ?PM): According to the comments by one of your technicians, my laptop is not able to support the gameCan I receive a CD for Xbox instead?
*** * (?6?/?21?/?2016? ?3?:?17?:?41? ?PM): We can not provide free copies of the game, and we do not support laptops
*** * (?6?/?21?/?2016? ?3?:?17?:?58? ?PM): My apologies for any inconvenience
Me (?6?/?21?/?2016? ?3?:?19?:?49? ?PM): I paid $for the gameIt only cost in *** ***why can I not receive a CD in place of the pc gameyou could easily remove it from my list of available games
*** * (?6?/?21?/?2016? ?3?:?21?:?51? ?PM): I am not able to remove the game from your LibraryThe game will always be available on your account so if you can gain access to a computer that meets the requirements you can play it on there all you will have to do is install Uplayand log in under your account
Me (?6?/?21?/?2016? ?3?:?22?:?54? ?PM): that does not make sensei would like to speak to a supervisor by phone please
*** * (?6?/?21?/?2016? ?3?:?23?:?31? ?PM): We are unable to provide you with a live escalation Instead, I will be happy to forward your support ticket to a lead agent for review
Me (?6?/?21?/?2016? ?3?:?23?:?49? ?PM): Why
Me (?6?/?21?/?2016? ?3?:?26?:?46? ?PM): I was happy with your service and product until nowthis is not what a reputable company does when a client spends all most on your product
Me (?6?/?21?/?2016? ?3?:?27?:?54? ?PM): I am simply asking for a CD of a game I already paid for in a different format
*** * (?6?/?21?/?2016? ?3?:?28?:?54? ?PM): We are unable to provide free copies of the game for any reason
Me (?6?/?21?/?2016? ?3?:?30?:?12? ?PM): you are not providing a free gameI paid for it wgen I purchased the pc version
*** * (?6?/?21?/?2016? ?3?:?30?:?52? ?PM): The game you purchased was for a different system
Me (?6?/?21?/?2016? ?3?:?31?:?25? ?PM): This is poor customer serviceyou do not properly diclose the specs needed to play your game
*** * (?6?/?21?/?2016? ?3?:?31?:?57? ?PM): If you do not have a technical issue that I am able to assist with I will be forced to end the chatI am not able to assist you with this issue for this game as you are using a laptop and we do not provide support for laptops
Me (?6?/?21?/?2016? ?3?:?32?:?29? ?PM): I still paid a price higher than the price of the current market rate at best buy
Me (?6?/?21?/?2016? ?3?:?36?:?05? ?PM): You are forced to end the chat because your company does not know how to treat customers appropriatelyI will be re porting you to the *** *** ***
Initial Business Response /* (1000, 7, 2015/06/18) */
We are sorry to hear about your experienceI have reviewed the advertisement email in question to ensure that I have complete awareness of the context of your complaint
The header of the promotional email that was sent to players on
the May 20th clearly indicates that this promotion was direct from the Uplay Shopshop.ubi.comThe Uplay Shop is Ubisoft's own webstore, and cannot be located or utilized from the Playstation Network or other similar third-party services
Sony representatives were correct in informing you that this offer was specific to the PC version of The Witcher 3: Wild HuntMore specifically, this offer was limited to customers who directly patronize the Uplay Shop itself, and this aspect was communicated by the branding of the message that was sentAdditionally, clicking on the image included in the message opens the following site:
http://shop.ubi.com***
The offer is now expired, but this landing page further indicates that this was a Uplay Shop exclusive offer and also limited to the PC platformFor these reasons we cannot accommodate your request for four free games
If you have any other questions or issues, please don't hesitate to reach out to our Support team directly at support.ubi.com
Initial Business Response /* (1000, 5, 2014/05/30) */
Hello Mr***,
Thank you for expressing your concernsWe are sorry to hear that you are not happy with the game that you haveUnfortunately, we are unable to process any refunds for items purchased through another VendorValve
(Steam) would have the final say on their refund policiesIf your game is not running properly, please feel free to contact our support offices directlyWith the Direct X error you mentioned, there is a high chance that your system does not contain one of the support video cards needed for the gameOne of our support agents will be able to take a look at the issue you are having and determine the best possible troubleshooting for that issueYou can reach our support teams by logging into your account and submitting a ticket through our website at http://support.ubi.comWe hope to hear from you soon, and look forward to assisting with your issue
Initial Business Response /* (1000, 5, 2014/11/14) */
We are sorry to hear that you are experiencing problems with Assassin's Creed UnityOur teams are working furiously to resolve all of the issues that are being reportedWe were unable to locate a support ticket in our system under the
***@gmail.com account and would encourage you to contact our support center so that we can assist you with any issues that you are havingPlease visit https://support.ubi.com/ and you can submit a support case so that our support experts can work with you to resolve these issues
All refund requests must occur with the retailer since that is where the financial transaction occurredIf the game was purchased from the Uplay Shop, you would need to adhere to the refund policy that was included in the Terms of Sale and can be found here: http://shop.ubi.com/store?Action=ContentTheme&Env=BASE&Locale=en_US&SiteID=ubina...⇄ />
We look forward to having you reach out to our support team so that we can try to get your issues resolved and back into the gameThank you
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To be frank, this release was atrocious and ubisoft should have delayed their releaseUbisoft's stock dropping 7% should indicate that people are not satisfied and Ubisoft should work harder to fix thisThe amount of rendering that is required in Unity is unnecessaryPeople who pre-ordered or pre-loaded the game should receive some form of compensation, not necessarily a refund
Final Business Response /* (4000, 9, 2014/11/18) */
Like feedback from other players, we appreciate your feedbackWe would still encourage you to reach out to our support team so that we can collect information about the issues that you are experiencing and continue to try to work with you
We can confirm that your correspondence will be included in our customer feedback report to the Assassin's Creed team and hope that you can still enjoy the game in the futureOnce again, please reach out to our support team at your earliest convenience so we can try to address the issues that you are still having with the gamehttps://support.ubi.com
Initial Business Response /* (1000, 5, 2014/07/25) */
Our free to play online games do not have phone support availableYou can contact the support teams by creating an e-mail ticketThe links for the direct support teams are located directly on the games' respective websites
Further,
operating any hacks or exploits for any Ubisoft title may result in an account banOur online titles have systems in place to detect alterations in game playIf you are banned for employing cheats, the money spent is non-refundable as explained in our Terms of Use:
***
"Upon any termination of the Terms, you must promptly uninstall any mobile applications and destroy all materials downloaded or otherwise obtained from the Services, as well as all copies of such materials downloaded or otherwise obtained from the Services, as well as all copies of such materials, whether made under the Terms or otherwiseAdditionally, upon termination, all achievements, virtual items, and/or virtual currency that you have acquired may, in our sole discretion, be terminated and forfeitedYou have no property rights in any achievements, virtual items and/or virtual currencyAny fees paid hereunder are non-refundable."
You must agree to the Terms of Use in order to use any Ubisoft service
The company does take all information provided into consideration when revoking access to a serviceThe best route to take is to address the support team directly with your concerns, as they have the most information available about your particular circumstancesUnfortunately, I cannot provide a specific link to the customer support because I cannot determine which online game you are referencing
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because their online support will not return any correspondenceFurther more the online game is not free to pay when you are purchasing services through itGhost Recon phantoms has a cost to buy weapons and you do not employ any such software to detect cheats you have players that submit reports on each otherThis company also will ban players for submitting reportsI did submit such reports with video evidence and called you GM which returned to *** *** yesterday and still have not gotten a return call
Final Business Response /* (4000, 14, 2014/08/04) */
I apologize for any inconvenience caused by not providing a link to the support site:
http://ghost-recon.ubi.com/ghost-recon-phantoms/en-US/support/contact.aspx
If you log in with your Uplay account and submit a support ticket, you will get a responseThe support department is staffed with agents and will respond to your ticket in the order it was received
Unfortunately, there is no phone support for Ghost Recon Phantoms
Initial Business Response /* (1000, 5, 2014/12/23) */
We were able to locate a support case using the email that was associated with this complaintWe encourage you to continue to work with our support team to resolve any issues that you are encounteringIt can definitely be difficult to
resolve issues where the game was working correctly and then suddenly stopsThat being said, we will continue to help troubleshoot the problem with you to try to resolve this issue
With regard to a refund, we do not provide refunds for digital PC downloadsIf the game was purchased from a different retailer you will need to work with them in accordance with their return policy
We understand how frustrating these issues can be and do look forward to you continuing to work with you to resolve these issues
Final Consumer Response /* (2000, 6, 2015/02/10) */
The company Ubisoft has since resolved the problem for me and I no longer wish to Pursue this caseThank you and have a great day
Initial Business Response /* (1000, 5, 2014/07/07) */
Hello Mr ***,
Thank you for expressing your concerns over the copy of Watch Dogs you have purchasedUnfortunately we are unable to provide refunds for your itemAll refunds will need to be handled according to the store policy
of the retail location you have purchased fromIf you are continuing to have trouble with your game, the best option for assistance and updates would be to submit an official support request through http://support.ubi.comBy doing so, one of our agents will be able to provide some direct assistance and details regarding the status of your issueThank you for your understanding and we hope to hear from you soon
Initial Consumer Rebuttal /* (2000, 7, 2014/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Meh
Initial Business Response /* (1000, 5, 2014/06/15) */
Hello Mr ***,
Thank you for expressing your concernsWe are sorry to hear that you are unhappy with the item you have purchasedIf you are continuing to have trouble, we would like to ask that you submit a support case to our
teams via http://support.ubi.comBy doing so, one of our agents will be able to provide some assistance and additional information regarding the issue you are running intoOur teams are working very hard to continue providing great game experiences and will continue to work on any reported issuesPlease keep an eye on our official support site at http://support.ubi.com and also the forums at http://forums.ubi.comAll updated information will be posted here as it becomes availableThank you for your patience
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason why I am not accepting this response is due to the fact that they have been using this as a cookie cutter response to everythingI have filed several tickets with their support page and because I don't feel the need to consistently reply to their case, they close it in days saying the issue is resolvedPlus those who are their for support don't actually read what you have to say and just copy and paste a responseThis is just an effort in futility dealing with this companyNow due to facing the Revdex.com and they still provide the same response shows the lack of care this company gives towards its consumersI won't expect an apology from this company but now they need to give us some sort of compensation for this mess or provide refunds for all those affected by it
Final Business Response /* (4000, 9, 2014/06/18) */
Hello,
Unfortunately all refunds will need to be handled directly through the place of purchaseIf you have purchased through the Uplay shop, you can view full details regarding the refund policy over at the Uplay shop help pagesIf you would like to keep an update on the status of current known issues, please be sure to request this in any support tickets that you createOne of our agents will be able to direct you to the correct link according to your game and platformThis location will be updated with new information as it becomes availableWe apologize for the inconvenience you have encountered and thank you for your understanding
Initial Business Response /* (1000, 5, 2014/11/14) */
We are sorry to hear that you are having a bad experience with the gameWe were unable to locate a support case associated with the ***@gmail.com email addressPlease visit https://support.ubi.com to reach out to our support
team that would be happy to work with you to resolve any issues that you are having with the game
Sorry for the frustration you have had and we look forward to hearing from you
There have been many of instances where players have been cheating on Ubisoft products and I have filed many of complaints and nothing has been done to rectify the problem instead I get back a reply that says take a picture and send it to them well their site has a size limitaion on what you can send and they pretty much ask me to do their job for them I paid for a product to enjoy not work and do someone else's job for them there has been no change or enforcement of the alleged policies they said they will implement and now me and my community have no desire to play the game it is called *** *** The DivisionI only write to you to maybe help them live up to their end of the bargain they promised their clientele that spent money on this product that isn't properly programmed and has faults
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi ***!
I've investigated your case, and our records show that your issue has been resolved on August 12thWhen you created a support ticket regarding the problem, the issue was brought to the attention of the team who could
directly address it, and it should now be fixed
If the issue persists, please update your ticket at support.ubi.com and the support team will do whatever possible to continue the investigationTake care!
Initial Business Response /* (1000, 5, 2014/11/21) */
We are sorry to see that you are having an issue receiving the game that you wantedAfter reviewing your order number, we can see that the item should be on its way to you if it was not received today (Friday 11/21/14)
We have
contacted the support team that was working with you and requested that they reach out to you on your active support case, with case # XXXXXXXX
You should receive an update later today via email so that we can continue to address this issueSorry for the inconvenience and we hope to have this matter resolved as soon as possible
Initial Consumer Rebuttal /* (2000, 7, 2014/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr ***,
Thank you for expressing your concerns with the game you have purchasedAfter running a search, we noticed you have received further information from one of our support agentsThe details provided would be the latest
information available at the momentYou have also been provided with a link to further information as wellIf you have not done so, please take a look at these detailsIf you have further questions, please feel free to update your support case with us directly via http://support.ubi.comWe will be sure to continue providing updates as they are availableThank you for your patience
ubisoft refuse to refund a pre-order even though the game has not been releaseI order Watchdog about a week ago, and decided that I did not want the collectors packageSo I called for a refund and they said they will not cancel my order since it is to close to the release datewill never pay another ubisoft product again!
Initial Business Response /* (1000, 5, 2016/01/04) */
Hello ***,
We're sorry to see that you didn't enjoy your time spent playing Rainbow Six: SiegeI can imagine that latency and connection issues would detract significantly from your experienceAs previously explained by our
support team, our return policy does not allow for a refund under these circumstancesHowever, we would like to do everything within our power to ensure the game is running optimally and as intended
I have reached out to our support team to request that they follow up on your case further to make sure we have taken all possible steps to provide a positive outcomeThey will be in touch with you as soon as possibleThank you for your feedback and have a nice day
Initial Business Response /* (1000, 6, 2014/06/25) */
Thank you for expressing your concerns over the item that you have purchasedWe are sorry to hear that you have had trouble with your game and would love to assist you with your issueThe support case that you have created was last
updated by our support staff on 6/20/and was not responded toPlease feel free to continue to update your support case and we will be happy to try to work with you to resolve the problem that you are encountering
In regards to refunds, all refunds will need to be handled directly at the place of purchase according to their refund policyFor the refund policy concerning items purchased through the Uplay shop, please visit http://shop.ubi.com
Initial Business Response /* (1000, 5, 2014/06/04) */
Hello Mr ***,
We are sorry to hear of the issues you are having with your gameWe have taken a look at your records and see that you have spoke with one of our agents via chat sessionAs mentioned there, this issue that you are
currently encountering has been reported to our teams for reviewWe will continue to work hard to solve this issuehowever, at the current time we do not further updatesAny updates that are received on this issue will be posted directly to the official support site (support.ubi.com) and/or official forums (forums.ubi.com)We do thank you for your understanding of the matter and will continue working hard to improve our titlesIf you have further questions or details to leave with us, please feel free to update your support case by logging into http://support.ubi.com/
Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a refund of my money for the game and the season pass * purchased, because I restarted the game which I was instructed to do by their tech support, and the exact same thing happened again
Final Business Response /* (4000, 14, 2014/06/18) */
Hello Mr ***,
As mentioned in our previous response, the issue you have run into is currently under investigationOur teams are currently working to resolve all known issues and will be updating everyone once any changes are madeThe best option at this moment would be to keep an eye on the official support site over at http://support.ubi.comWe will be updating these pages as new information becomes availableIf you have additional questions, please be sure to update your original ticket with us at the same location (http://support.ubi.com)One of our agents will assist you furtherThank you for your understanding
Initial Business Response /* (1000, 8, 2015/08/05) */
We were able to find your support ticket in our system, thank you for reaching out to the customer service team so that they could be made aware of the issueWe do understand that it is frustrating not to have an item which you
purchasedThe customer support department has escalated your case and the others affected to the development teamThe development team is working with Sony to resolve the issue that was identified in the PSN storeWe do not have further information to share at this timeIn any case, Ubisoft would be unable to provide a refund on behalf of SonyIf you would like to inquire further regarding this, we would recommend contacting Sony directly to inquire about their refund policiesWe do appreciate your patience while we work on this as we are vested in a resolution
Initial Consumer Rebuttal /* (3000, 11, 2015/08/14) */
As of today, 8/6/15, the only contact I have had from the company was a copy of a ticket via email that was opened with my current complaint to Revdex.comThey have not contacted me with a resolution to the issueThe new ticket number is now XXXXXXXX
Final Business Response /* (4000, 13, 2015/08/19) */
Ubisoft is unable to access Sony's transaction history to provide you with a refund, we are unable to reverse any transaction on Sony's behalfThe next best step is to reach out to Sony support to inquire about their refund policiesIn the mean time, we are working with Sony to resolve the identified issue
Initial Business Response /* (1000, 5, 2015/01/13) */
We are sorry to hear that you are having a frustrating experience with Spartacus LegendsYou have done the correct thing to report any issues that you are encountering to our support teams so that they can provide you with the
information needed to try to resolve any issues on your local network that may be causing these issuesAdditionally, this will allow the support team to report these issues directly to the development team to review further
After reviewing your support case, it appears that the support team has suggested that this may be an issue with your account and they have offered to reset the account to try to alleviate the issues that you are encounteringIf you would like to try the account reset, please update your existing support case and let that team knowYou should also ask any questions regarding the account reset that you may have so that you can make an informed decisionSorry again for the frustration that these issues have caused you and we hope that you will reach back out to our support team so that we can try to assist you further
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's funny you should say that because the last email I received from your "support" team stated the trouble was on your end and that you were planning an update soonThat still does not address the issueResetting my account would not be acceptable under your terms because I would lose the very reason I have for playing your gameYou also stated that you would only replace the silver that I had at the time and gold that I had bought rather than the silver and gold that I had earnedIn no way is this acceptableIf this was any other company, this issue would have already been resolvedI suggest now gold be transferred to my account in return for my cessation of this matter
Final Business Response /* (4000, 18, 2015/03/17) */
We have still not obtained an update on your existing support case, with case # XXXXXXXXIf you would like to try the account reset, you will want to update that support case and let us know that you would like to try having your account reset
With regards to gold and silver that you did not obtain due to network issues there is nothing we can do to replace those fundsWhile the account reset will not resolve any local networking issues that may be present, it can resolve an issue players experience where they cannot enter the gameSorry to hear that this issue has been so frustrating for you as we only want our players to have enjoyable experiences with our titlesIf you wish to reset your account, please visit https://support.ubi.com and update your case and we will start the reset process for youThank you
Final Consumer Response /* (4200, 20, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A reset, as you said, is for people having a hard time getting into the gameThat would not be meThis is, once again, proof of your inability or refusal to actually listen to the consumerMy proposed resolution stands, Credit my account with gold and million silver as a compromise
I purchase almost $worth of games from themOne of their games was not working on my laptopI did not get a warning of any kind that my laptop would not be able to successfully play the gameI made an inquiry through their tech division and was made aware of the incompatibility of my laptop a week laterI asked them to send me a CD to compensate me for my inconvenienceI was told that the company does not send out free CDsI am now out of a potential $if I have to purchase the game from them directly or *** ***Below you can read the insensitivity the tech rep showed when dealing with my situation:
*** * (?6?/?21?/?2016? ?3?:?13?:?52? ?PM): Thank you for contacting Ubisoft Live SupportPlease give me a moment to read your question, and I'll be with you shortly
*** * (?6?/?21?/?2016? ?3?:?15?:?04? ?PM): Hi ***, what is the issue that you need help with today?
Me (?6?/?21?/?2016? ?3?:?16?:?57? ?PM): According to the comments by one of your technicians, my laptop is not able to support the gameCan I receive a CD for Xbox instead?
*** * (?6?/?21?/?2016? ?3?:?17?:?41? ?PM): We can not provide free copies of the game, and we do not support laptops
*** * (?6?/?21?/?2016? ?3?:?17?:?58? ?PM): My apologies for any inconvenience
Me (?6?/?21?/?2016? ?3?:?19?:?49? ?PM): I paid $for the gameIt only cost in *** ***why can I not receive a CD in place of the pc gameyou could easily remove it from my list of available games
*** * (?6?/?21?/?2016? ?3?:?21?:?51? ?PM): I am not able to remove the game from your LibraryThe game will always be available on your account so if you can gain access to a computer that meets the requirements you can play it on there all you will have to do is install Uplayand log in under your account
Me (?6?/?21?/?2016? ?3?:?22?:?54? ?PM): that does not make sensei would like to speak to a supervisor by phone please
*** * (?6?/?21?/?2016? ?3?:?23?:?31? ?PM): We are unable to provide you with a live escalation Instead, I will be happy to forward your support ticket to a lead agent for review
Me (?6?/?21?/?2016? ?3?:?23?:?49? ?PM): Why
Me (?6?/?21?/?2016? ?3?:?26?:?46? ?PM): I was happy with your service and product until nowthis is not what a reputable company does when a client spends all most on your product
Me (?6?/?21?/?2016? ?3?:?27?:?54? ?PM): I am simply asking for a CD of a game I already paid for in a different format
*** * (?6?/?21?/?2016? ?3?:?28?:?54? ?PM): We are unable to provide free copies of the game for any reason
Me (?6?/?21?/?2016? ?3?:?30?:?12? ?PM): you are not providing a free gameI paid for it wgen I purchased the pc version
*** * (?6?/?21?/?2016? ?3?:?30?:?52? ?PM): The game you purchased was for a different system
Me (?6?/?21?/?2016? ?3?:?31?:?25? ?PM): This is poor customer serviceyou do not properly diclose the specs needed to play your game
*** * (?6?/?21?/?2016? ?3?:?31?:?57? ?PM): If you do not have a technical issue that I am able to assist with I will be forced to end the chatI am not able to assist you with this issue for this game as you are using a laptop and we do not provide support for laptops
Me (?6?/?21?/?2016? ?3?:?32?:?29? ?PM): I still paid a price higher than the price of the current market rate at best buy
Me (?6?/?21?/?2016? ?3?:?36?:?05? ?PM): You are forced to end the chat because your company does not know how to treat customers appropriatelyI will be re porting you to the *** *** ***
Initial Business Response /* (1000, 7, 2015/06/18) */
We are sorry to hear about your experienceI have reviewed the advertisement email in question to ensure that I have complete awareness of the context of your complaint
The header of the promotional email that was sent to players on
the May 20th clearly indicates that this promotion was direct from the Uplay Shopshop.ubi.comThe Uplay Shop is Ubisoft's own webstore, and cannot be located or utilized from the Playstation Network or other similar third-party services
Sony representatives were correct in informing you that this offer was specific to the PC version of The Witcher 3: Wild HuntMore specifically, this offer was limited to customers who directly patronize the Uplay Shop itself, and this aspect was communicated by the branding of the message that was sentAdditionally, clicking on the image included in the message opens the following site:
http://shop.ubi.com***
The offer is now expired, but this landing page further indicates that this was a Uplay Shop exclusive offer and also limited to the PC platformFor these reasons we cannot accommodate your request for four free games
If you have any other questions or issues, please don't hesitate to reach out to our Support team directly at support.ubi.com
Initial Business Response /* (1000, 5, 2014/05/30) */
Hello Mr***,
Thank you for expressing your concernsWe are sorry to hear that you are not happy with the game that you haveUnfortunately, we are unable to process any refunds for items purchased through another VendorValve
(Steam) would have the final say on their refund policiesIf your game is not running properly, please feel free to contact our support offices directlyWith the Direct X error you mentioned, there is a high chance that your system does not contain one of the support video cards needed for the gameOne of our support agents will be able to take a look at the issue you are having and determine the best possible troubleshooting for that issueYou can reach our support teams by logging into your account and submitting a ticket through our website at http://support.ubi.comWe hope to hear from you soon, and look forward to assisting with your issue
Initial Business Response /* (1000, 5, 2014/11/14) */
We are sorry to hear that you are experiencing problems with Assassin's Creed UnityOur teams are working furiously to resolve all of the issues that are being reportedWe were unable to locate a support ticket in our system under the
***@gmail.com account and would encourage you to contact our support center so that we can assist you with any issues that you are havingPlease visit https://support.ubi.com/ and you can submit a support case so that our support experts can work with you to resolve these issues
All refund requests must occur with the retailer since that is where the financial transaction occurredIf the game was purchased from the Uplay Shop, you would need to adhere to the refund policy that was included in the Terms of Sale and can be found here:
http://shop.ubi.com/store?Action=ContentTheme&Env=BASE&Locale=en_US&SiteID=ubina...⇄ /> We look forward to having you reach out to our support team so that we can try to get your issues resolved and back into the gameThank you
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To be frank, this release was atrocious and ubisoft should have delayed their releaseUbisoft's stock dropping 7% should indicate that people are not satisfied and Ubisoft should work harder to fix thisThe amount of rendering that is required in Unity is unnecessaryPeople who pre-ordered or pre-loaded the game should receive some form of compensation, not necessarily a refund
Final Business Response /* (4000, 9, 2014/11/18) */
Like feedback from other players, we appreciate your feedbackWe would still encourage you to reach out to our support team so that we can collect information about the issues that you are experiencing and continue to try to work with you
We can confirm that your correspondence will be included in our customer feedback report to the Assassin's Creed team and hope that you can still enjoy the game in the futureOnce again, please reach out to our support team at your earliest convenience so we can try to address the issues that you are still having with the gamehttps://support.ubi.com
Initial Business Response /* (1000, 5, 2014/07/25) */
Our free to play online games do not have phone support availableYou can contact the support teams by creating an e-mail ticketThe links for the direct support teams are located directly on the games' respective websites
Further,
operating any hacks or exploits for any Ubisoft title may result in an account banOur online titles have systems in place to detect alterations in game playIf you are banned for employing cheats, the money spent is non-refundable as explained in our Terms of Use:
***
"Upon any termination of the Terms, you must promptly uninstall any mobile applications and destroy all materials downloaded or otherwise obtained from the Services, as well as all copies of such materials downloaded or otherwise obtained from the Services, as well as all copies of such materials, whether made under the Terms or otherwiseAdditionally, upon termination, all achievements, virtual items, and/or virtual currency that you have acquired may, in our sole discretion, be terminated and forfeitedYou have no property rights in any achievements, virtual items and/or virtual currencyAny fees paid hereunder are non-refundable."
You must agree to the Terms of Use in order to use any Ubisoft service
The company does take all information provided into consideration when revoking access to a serviceThe best route to take is to address the support team directly with your concerns, as they have the most information available about your particular circumstancesUnfortunately, I cannot provide a specific link to the customer support because I cannot determine which online game you are referencing
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because their online support will not return any correspondenceFurther more the online game is not free to pay when you are purchasing services through itGhost Recon phantoms has a cost to buy weapons and you do not employ any such software to detect cheats you have players that submit reports on each otherThis company also will ban players for submitting reportsI did submit such reports with video evidence and called you GM which returned to *** *** yesterday and still have not gotten a return call
Final Business Response /* (4000, 14, 2014/08/04) */
I apologize for any inconvenience caused by not providing a link to the support site:
http://ghost-recon.ubi.com/ghost-recon-phantoms/en-US/support/contact.aspx
If you log in with your Uplay account and submit a support ticket, you will get a responseThe support department is staffed with agents and will respond to your ticket in the order it was received
Unfortunately, there is no phone support for Ghost Recon Phantoms
Initial Business Response /* (1000, 5, 2014/12/23) */
We were able to locate a support case using the email that was associated with this complaintWe encourage you to continue to work with our support team to resolve any issues that you are encounteringIt can definitely be difficult to
resolve issues where the game was working correctly and then suddenly stopsThat being said, we will continue to help troubleshoot the problem with you to try to resolve this issue
With regard to a refund, we do not provide refunds for digital PC downloadsIf the game was purchased from a different retailer you will need to work with them in accordance with their return policy
We understand how frustrating these issues can be and do look forward to you continuing to work with you to resolve these issues
Final Consumer Response /* (2000, 6, 2015/02/10) */
The company Ubisoft has since resolved the problem for me and I no longer wish to Pursue this caseThank you and have a great day
Initial Business Response /* (1000, 5, 2014/07/07) */
Hello Mr ***,
Thank you for expressing your concerns over the copy of Watch Dogs you have purchasedUnfortunately we are unable to provide refunds for your itemAll refunds will need to be handled according to the store policy
of the retail location you have purchased fromIf you are continuing to have trouble with your game, the best option for assistance and updates would be to submit an official support request through http://support.ubi.comBy doing so, one of our agents will be able to provide some direct assistance and details regarding the status of your issueThank you for your understanding and we hope to hear from you soon
Initial Consumer Rebuttal /* (2000, 7, 2014/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Meh
Initial Business Response /* (1000, 5, 2014/06/15) */
Hello Mr ***,
Thank you for expressing your concernsWe are sorry to hear that you are unhappy with the item you have purchasedIf you are continuing to have trouble, we would like to ask that you submit a support case to our
teams via http://support.ubi.comBy doing so, one of our agents will be able to provide some assistance and additional information regarding the issue you are running intoOur teams are working very hard to continue providing great game experiences and will continue to work on any reported issuesPlease keep an eye on our official support site at http://support.ubi.com and also the forums at http://forums.ubi.comAll updated information will be posted here as it becomes availableThank you for your patience
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason why I am not accepting this response is due to the fact that they have been using this as a cookie cutter response to everythingI have filed several tickets with their support page and because I don't feel the need to consistently reply to their case, they close it in days saying the issue is resolvedPlus those who are their for support don't actually read what you have to say and just copy and paste a responseThis is just an effort in futility dealing with this companyNow due to facing the Revdex.com and they still provide the same response shows the lack of care this company gives towards its consumersI won't expect an apology from this company but now they need to give us some sort of compensation for this mess or provide refunds for all those affected by it
Final Business Response /* (4000, 9, 2014/06/18) */
Hello,
Unfortunately all refunds will need to be handled directly through the place of purchaseIf you have purchased through the Uplay shop, you can view full details regarding the refund policy over at the Uplay shop help pagesIf you would like to keep an update on the status of current known issues, please be sure to request this in any support tickets that you createOne of our agents will be able to direct you to the correct link according to your game and platformThis location will be updated with new information as it becomes availableWe apologize for the inconvenience you have encountered and thank you for your understanding