Initial Business Response /* (1000, 5, 2014/12/01) */
Unfortunately, we cannot supply a refund for a purchase that has been processed successfullyWe sincerely apologize for the inconvenienceBelow is a link if you have any questions about the Uplay Shop's refund
policies http://shop.ubi.com/store?Action=ContentTheme&Env=BASE&Locale=en_US&SiteID=ubina...⇄ />
For any technical issues with the game you will need to continue to work with the developer of the game to resolve those issues
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The developer is refunding the purchase for users that purchased the game through themIf the publisher finds it fit to supply rufunds for a failed product so should you as one of their retailers http://answers.ea.com/t5/Dragon-Age-Inquisition/inquisition-blackscreen-after-me...⇄ />
Final Business Response /* (4000, 9, 2014/12/05) */
The retailer that you provided a link for offers a policy that makes allowances for refunds within the first hours that you possess the game after downloadingTheir policy is posted on their storefront for applicable titlesUnfortunately, we do not offer a program like this and will pass along your feedback regarding this situationSorry for the frustration that this issue has caused you, but there is nothing more that we can do for you in this situation
Hello ***,
I apologize for the troubles that this issue has caused youAfter reviewing your information and the ticket on file for you, I see that the issue has been resolvedAre you still unable to access that
content?
Thanks,
***
Initial Business Response /* (1000, 5, 2015/01/27) */
We were able to locate the support case under the email address used on this complaint, but that was the only case that we foundWe would like for you to visit https://support.ubi.com an update this existing case so that we can continue
to work with you to resolve this issue
After reviewing your case it appears that you may have multiple Uplay accounts and that may be the reason you have encountered this issuePlease include your original case number if you have to make a new case, but it would be preferable to update the existing caseHopefully the support team will be able to have this matter resolved for you as soon as possibleThank you
Initial Consumer Rebuttal /* (2000, 7, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This issue may have been partially my own fault because I had two different accounts set up on their website, but they still did not respond to any of my requests for helpI am satisfied with the response and I have updated the existing case on their website as instructedI am currently waiting to hear from them to find out exactly what I need to do to get the issue resolved
Initial Business Response /* (1000, 5, 2015/04/13) */
Thank you for contacting Ubisoft Support
I am sorry to hear that you have encountered issues getting your problem resolvedI have reviewed your ticket and desired resolutionWhile we will not be able to process a refund as it was
purchased from Target, we will go ahead and process your cable replacementIt looks like the delay is related to your original Realtone CableIt was never received by the replacements departmentIt had been requested as recently as April 8th as well as in the original ticket request on February 25th
Our replacements department will contact you shortly via your support ticketIf you have any further questions, please do not hesitate to contact us there
Terrible support, I reported an issue over a week ago, and after requesting information, the company simply will not respondI have sent several messages to attempt to resolve my ticket, and haven't heard from the company in daysNo follow up, no updates, no emails, no request for further info, and no resolutionWhat a garbage customer support department
Hello ***,I'm very sorry to hear that you had a negative experience with our customer service teamAfter reaching out to them, they have informed that they attempted to appeal your banHowever, the development team has confirmed that evidence of cheating was detected on your account
Please be aware that we take cheating extremely seriously as it can ruin the game experience for all of our customersAccount bans are based on activity on the account and not on player reports aloneI certainly understand your frustration, but we remain committed to providing a fun and fair game experience for all of our players
Hello ***,
After looking through our records, I do see that your current case is being handled with ***I see that she asked you for the email associated with your paypal account so she will be handling that transfer for youI apologize for the inconvenience that you have gone
throughFeel free to update your case with us directly if any problems ariseFor reference the case number is ***
Initial Business Response /* (1000, 5, 2014/06/18) */
Hello Mr ***,
Thank you for expressing your concerns over the items you have purchasedUnfortunately, all refunds will need to be handled directly at the place of purchase and according to their refund policyIf purchased via the
Uplay shop, you may visit the shop help pages to view the full refund policyAt the current time, our teams are working hard to resolve all current known issues with the gameUnfortunately (as with any new releases) fixes to issues may take time to releaseWe ask that you remain patient and continue working with our support teams for all updated informationYou can also keep an eye on the official forums and / or support site over at http://support.ubi.com for more information as it becomes available
Initial Consumer Rebuttal /* (3000, 7, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the company uses retailers and hides behind their return policies they are not penalized for returns of faulty products or softwareThe company will still get credit for the sale as the retailer will just resell it someone elseThey need to be more responsible with the products that are put outTesting is completed before release and yet time and time again a broken version is allowed to be releasedAs it is clear that a full refund is not going to take place I will settle for never making a purchase of any games with the Ubisoft name attached to it
Final Business Response /* (4000, 9, 2014/06/25) */
Hello,
We are sorry to hear that you are unhappy with your itemAs a reminder, a title update has been released for Watch Dogs as of June 19thIf you have not done so, please feel free to launch and install the latest title updateHopefully this will help with the issues you have encounteredIf you need assistance or further details regarding the patch, please be sure to contact our offices directly at http://support.ubi.comWe thank you for your patience and understanding
Initial Business Response /* (1000, 5, 2015/08/17) */
Hi ***,
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our playersWith regards to our multiplayer titles, this means we must be keenly vigilant in protecting the integrity of the
play environment for all users
I obviously cannot go into detail regarding our methods for detecting the use of exploits in our titles, but I can state without hesitation that the this process is held to strict standards and is very reliable
The Ghost Recon: Phantoms team has seen fit to suspend your account, and have expressed to you that this action is intended to be permanentWe stand by their decision
Hello ***,I do apologize for any frustration you have experienced, and we appreciate your efforts to troubleshoot with SupportAs you have been informed by the Customer Support manager, the minimum and recommended requirements outline the specifications required to run the game; they do
not guarantee a specific frame rateIt's our understanding based on your interactions with Support that you are running the game at FPS in most areas with a dip in some, which has improved with troubleshootingWe're very sorry that we weren't able to help you get to the performance you were hoping forGiven the time played on this copy of the game as recently as this week, we are unable to offer a refund or other compensation
Initial Business Response /* (1000, 5, 2014/11/17) */
Sorry to hear that you are experiencing issues with Assassin's Creed UnityWe could not locate a support case within our system with the ***@yahoo.com email addressMany of the issues brought up have already been addressed
while others are still be worked onWe would encourage you to visit https://support.ubi.com to reach out to our support team so that we can try to address any issues that you are having
With regards to your refund request, you will need to work with the retailer in accordance with their return policy since that is where the financial transaction occurredWe look forward to hearing from you and hopefully adding you to our list of customer support success stories
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cookie cutter responseTo date (11\18\2014) all described issues are still present in both products
Final Business Response /* (4000, 9, 2014/11/21) */
We have continued to update both of these games and are resolving the issues being reported by playersOnce again, we would encourage you to reach out to our support team by visiting https://support.ubi.com so that we can ensure that issues relevant to you are addressed
We would also encourage you to visit the games forum at http://forums.ubi.com for the most up-to-date information regarding known issues and patches for the gameWe will continue to work to resolve the issues that are reported and will continue to provide updates in our forums so that players will know the current state of the updatesThank you
Final Consumer Response /* (4200, 11, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prove it with update log reports
Initial Business Response /* (1000, 5, 2015/01/10) */
We are sorry to hear that you encountered an issue where the purchased content was delayedAll of the purchases that you have made should now be credited to your account correctly
If you are still missing any of the items please
update your existing support case, with case # XXXXXXXXThis issue should not occur again if you choose to make anymore in-game purchases and would encourage you to reach out to our support team with any issues that you are having with our gamesThank you
Initial Business Response /* (1000, 5, 2014/11/28) */
We were unable to locate a support case under the email address that this complaint was filed underWe would encourage you to visit https://support.ubi.com to submit a support case about any issues you are having with the game
We
want to address all of our players issues and do not want you to feel that your experience is less of a concern than any of our other playersPlease reach out to our support team so that we can try to work with you to resolve any issues that you are experiencing with the game
Initial Consumer Rebuttal /* (2000, 7, 2014/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello ***,
Thank you for expressing your concernsWatch Dogs Xbox does not include online free roam as you have mentionedThis is by design of the gameUnfortunately there is little we can offer for this as all refunds are
handled according to the retail stores refund policyPlease keep in mind, that the information included on a game case is typically limited in space and thus some items are not able to be detailedBy standard, game modes are not detailed on the game caseGames for different platforms (Xbox - Xbox One) can provide very different game experiences and contain different content, or game modes etc as the newer Xbox one console will have different technical abilities then the older xbox consoleIf you have further questions about the differences in the two games, please feel free to contact our offices directly at (XXX)XXX-XXXX M - F 9am - 12am ESTOne of our agents will be able to assist you directly
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the business does not solve my issueI understand the difference between old and new consoles, but that does not excuse you from properly informing the consumers who purchases your games about the difference in content especially when they paid the same price as the next gen versionAnd for your explanation about the game case not having much room; all you had to add to the back is "NO ONLINE FREE ROAM" or "ONLINE FREE ROAM NOT AVAILABLEYou could have easily added that if that was ever your intention to properly inform you consumerProperly labeling a product is the business's responsibility(example: The lady who sued McDonald's when she burnt herself when she spilled her coffee knew that the coffee was hotBut her argument was that the lid nor the cup was not properly labeled and won the lawsuit.) Like I said, my son saved up his $60+ dollars to pre-order and pay the game in full in advanceThe game version for xboxdoes not have online free-roam, which is the main reason he and his friends bought the gameWe are well aware of what an old system can do versus a new systemThat is not even the point hereMy argument is that your product is not properly labeled and by not doing so has misinformed consumers of what they are getting or not getting with the productAgain, I would like a refund or a credit towards a different game for the same priceThe people at Gamestop who were not also aware of the difference between the different version of the games said that this is a Ubisoft issueFeel free to contact them and tell them to give me my refund or credit backI will gladly bring the game back to them once you approved the refund or the credit backThey will need to hear from Ubisoft or you to get my son's $back
*** *** Ave, ***
*** **
PH:(XXX) XXX-XXXX
My name is *** *** in case you need to leave them my name
Please do not make this anymore complicated and just refund or give me the credit that is due to usI can assure you that there are others who feels the same way I do about this issueIt just happened that I am the only one who brought it up to your attention
Final Business Response /* (4000, 9, 2014/06/18) */
Hello,
As mentioned previously, All refunds are handled according to the retail locations store policyThe transactions that are made through Gamestop are handled according to Gamestop policyThis does not mean they will be able to provide a refundThis only means that they have the final say over the available of a refund from themWe are sorry to hear that you are not happy with the game you have purchasedUnfortunately there will be little we can offer for something like thisIf you currently own or plan to upgrade to an Xbox One in the futureWe will be more then happy to replace your game with the Xbox One versionUnfortunately that is the most we would be able to offer for your issueIf this is the case, please feel free to submit an official support case through http://support.ubi.comYou are welcome to reference Case #XXXXXXXX when contacting our officesOne of our agents will be able to provide further assistance
Final Consumer Response /* (4200, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the proposed resolutionI will be upgrading systems soon but it will be because of another of Ubisofts game, Assassins Creed UnityCan you just please replace the game with that insteadPlease let me know if this is possible and who do I contact?
I will click resolve when I get your next response and who to contact
Initial Business Response /* (1000, 9, 2015/02/18) */
Like you, we believe the best solution would be getting you back into The Crew so you can continue having great new experiences with the gameWe have located your existing support case with us, so we are familiar with your
situation
We treat this issue as one of our highest priorities, and in this capacity I have instructed our support team to forward your PSN ID up for review
If you would, keep an eye on your PSN account at homeWe will monitor the situation on our end as wellAs soon as we have any updates, our support team will reach out to youLikewise, if you notice that the issue has been resolved on your end, please let us know via one of your existing support tickets
Again, we apologize for any inconvenience, and are endeavoring to have this issue resolved as quickly as possibleThank you for your patience and enthusiasm for The Crew!
I purchased a Rainbow Six Siege yesterday and had a great time playing with my friends This went on for hours and we had some issues with connecting to games together but the game was fun enough to let that slide Today I attempted to start up the game and was met with a Ubisoft login screen prompting me to log in I attempted to log on and tried the passwords I was familiar with For some reason it did not work and I was greeted with a suspension notice I processed a reset password request via my email and tried to log in again only to notice I was still locked from attempting I did not get any direction via email or immediately through the login UI about how long I would be locked out or an avenue to resolve the lock out After searching online I noticed people saying that we just have to wait out the timer which people didn't seem to know how long it was exactly
After searching again, I found a customer service number I found the number shortly after and gave it a try The first option was for people who are locked out of their accounts and thought that it was quite convenient as this must happen to a lot of people After I got through I was greeted by a rep who sounded beat up and tired I expressed my concern and the rep said that I simply have to wait out the hour timer I asked if there was a way to reset this process as I did already reset the password through my account email address They said they had no such ability and provided empathy for the confusion I probed further to find out if there was another way around this like answering security questions or providing account info and they insisted that there was no other way I then asked for a supervisor and was placed on hold The rep returned, sounding even more defeated, stating that they would have them email me with a response and there was no way to speak with a manager I was floored at that point and vented at the rep and apologized afterwards I asked if they could provide me with how much longer I had to wait as I had been on the phone for over minutes at that point The rep then read off some account info that was not of my own account I corrected the rep and once we had the right account up the rep said there was no timer on there so she couldnt provide me with the info I needed "I am not sure what I am supposed to do, just guess that in an about an hour to try again and hope not to get the timer reset?" I asked The rep said that should work and provided more empathy for my frustration
I wanted to know about the login times before leaving the call because there may have actually been fraudulent attempts on my account leading to this issue in the first place The rep mentioned the times and they seemed to not be my own After further probing on my part I found that the rep is presented with universal time in her system and I live in the eastern time zone She attempted to lock down when exactly the attempts were made but had trouble doing the math After I said never mind about the time I insisted that, now the correct account was on her screen, a manager needed to reach out to me so I could share this feedback with him in hopes to alleviate both her and myself from this kind of headache going forward Also the rep mentioned a step verification process they have and I let her know that it would have been great if Ubisoft lead my purchasing experience with that information as I have step verification with other products and would have gladly signed up if it could have avoided me this horrible situation As it stands now I cannot play the game I paid for today as I only had a short period of time in my day to do so
This is very irritating and Ubisoft does not seem to care about creating long term solutions to simple problems that cause major issues
Initial Business Response /* (4000, 11, 2014/04/23) */
We are very sorry that you are not satisfied with our products and servicesWe strive to do all we can to help our customersEach of our customers agrees to the Terms of Service and Terms of Sale upon playing our gamesThis is an
agreement that we hold toWe will work within those agreements to meet the needs of our customers to the best of our abilitiesWe feel we exhausted all possible avenues for working this issue our with the customerThe original ticket states the initial purchase in question was made on 2/12/The first ticket submitted from the customer requesting a refund from us in order to "clear this up with his bank" was made on 3/22/days after the purchaseWe have a no refund policy, therefore we don't state an exact time frameIn some cases, as with a technical issue, we will work with the customer, in a reasonable amount of time, to resolve the issue or if needed issue a refundSince the original ticket was not of a technical nature, only stating that the customer was unhappy with changes made to the game, this did not warrant a refundOn 3/28/we offered to help any way we could to keep the customer in game and offered which implied an offer of in game compensationThis was met with rejection and hostility on numerous occasionsOn 4/3/we continued the offer of other compensation in the way of a 10% coupon to the UPLAY shopThis again was rejectedWe exhausted all of our avenues of trying to help retain the player and offer compensation in other ways since this was not a technical issueWe extended our efforts by having the ticket escalated and those offers were even rejected.On 4/8/after being advised in previous tickets that we offer refund due to technical reasons, the customer submitted a second ticket siting a change in the use of computersThis contradicts the original ticket and was rejected by Ubisoft Support as this did not fit the criteria for refunds nor was this within a reasonable amount of timeAlso, regardless of the time frame, our Terms of Service, Terms of Sale, and FAQ states that there will be no refunds issuedPlease reference previous files submitted
The exact sections of the Terms of Sale and Uplay Terms are as follows:
According to our Terms of Sale, Section 5, sub section & 6: (see full terms here https://www.themightyquest.com/en/terms_of_sale/us )
YOU UNDERSTAND THAT ANY AND ALL FEES ASSOCIATED WITH YOUR SUBSCRIPTION AND/OR YOUR CREDITS AND/OR YOUR ADDITIONAL CONTENT ARE PAYABLE IN ADVANCE, AT THE TIME OF YOUR ORDER OF A SUBSCRIPTION AND/OR CREDITS AND/OR YOUR ADDITIONAL CONTENT AND NOT REFUNDABLE WHEN PAID, IN WHOLE OR IN PART
You understand that not using your Subscription during the Subscription period and/or not using your Credits or Additional Content do not entitle you to claim or receive any refund, nor to suspend Your Subscription
Furthermore, according to the PlaySpan Refund Policy:
Refund Policy
PlaySpan's policy is that all sales processed by PlaySpan are finalWhere PlaySpan is involved in the transmittal of funds, once you make a payment
through the UltimatePay Service and such payment has been accepted by PlaySpan, there are no refunds provided except in PlaySpan's sole discretionYou
agree to provide any information reasonably requested by PlaySpan in connection with a refund requestIf the Publisher is the "merchant of record" for a
transaction (e.g., the Publisher processes the payment through its own merchant account and PlaySpan is not involved in the transmittal of funds), the
Publisher is responsible for its own refund policy and you should consult the Publisher's refund policy at the respective Publisher SiteIn either case,
PlaySpan does not represent or warrant that a refund can or will be provided by a PublisherTo the extent that we are unable to provide you a refund, we
may provide you UltimatePoints
Initial Consumer Rebuttal /* (4200, 13, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I avoided using any hostile words, and never made a direct attack to your companyYou start to contradict yourself by saying there is no refund policy, and then state there is a way to refund if there was a technical issue
I've been lied to, words have been twisted around, and the "strive" to help all customers by treated everyone "equally" tells me otherwiseYou have a low enough standard where you do not feel legally obligated to give extra attention to some customers, where their needs require more assistance from customer supportWhen it comes to making as many players happy as possible, there should not be a line drawn, then take your losses on cases that go above it or are too difficult to handle
The "hostile" behavior you mention before is me frustrated with this, and the attempts to "keep the customer in game" insulted meBut since you just assume I'm lying, it was probably overlooked that you cannot keep a player that cannot play your game any longer
It has been over a month I've been trying to get my money backI have other obligations, and waiting around for repeated responses, along with the copy-paste Terms of Service, is one of the best ways to lose a customer
If you also forgot to mention that I told each of your representatives (in advance) for my "aggravated behavior", and was not personally trying to upset themI understand from a business perspective that you have to carefully handle each customer differently; however, as of right now I feel like a number thrown into a pile of cases
On a side note, you offered a couponOnceNever in game itemsThe only avenues you have taken were to pass me along a line of other service folk to say the same thing to meAs a consumer, I personally feel as if you failed to reach out to an extent of your powerOf course, this is my opinion, and should not be taken into account of the situation itself
Final Business Response /* (4000, 15, 2014/04/30) */
We certainly understand the frustrationWe do feel that we have made our policies very clearWe do not offer refunds on a regular basisOur intention is to help our players to the best of our ability by taking into consideration all aspects of a caseOur stance on this case in regards to a refund will not change, no refund will be offeredHowever, we do want to keep you as a customer and I am restating our offers for in-game offers (a free pack including the runaway and the 10% coupon to the uplay shop) still stand and should you chose to accept them and continue playing MQEL, we are happy to work with you on that
Initial Business Response /* (1000, 5, 2014/09/15) */
We understand that technical issues are frustrating and sometimes difficult to resolve
Unfortunately, we cannot offer a refund for digital purchasesWe would like to assist you in getting Watchdogs to operate on your PCIf you will
kindly send your system files in ticket number: XXXXXXXX from your fresh install, we can have an agent assist you as soon as possible
We look forward to hearing more from you in your support ticket so that we can work with you to get this worked out
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already reinstalled and it didn`t work
Final Business Response /* (4000, 9, 2014/09/18) */
I do understand this is frustrating for you, however we would love to provide assistanceI am sorry to report that we would not be able to offer you a refund at this timeWe are still awaiting your system files after the fresh install so that we may determine the root cause of this issueUnfortunately, we cannot test the game with every system configurationWe offer free technical support because every system is unique and sometimes problems like this may occurWe would love to assist you further and get this game up and running on your systemIf you would prefer assistance in French we will be glad to transfer your case to a French speaking representative
Revdex.com:I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2014/06/15) */
Hello Mr ***,
We are sorry to hear that you have run into a problem with your gamePlease understand that our teams are working very hard to investigate and solve any reported issues with your gameIf you have not done so, please
start by submitting a support request via our website over at http://support.ubi.comBy doing so, one of our agents will be able to provide some step by step assistance and also keep you up to date on the status of any issues that have been encounteredUnfortunately we are unable to provide refunds for items purchased through GamestopAll refunds are handled directly at the place of purchase and according to their refund policyWe thank you for your patience, and apologize for any inconvenience that has been experienced
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This game has been out for over a month and multiple players who enter the UPLAY store and redeem their rewards end up trying to continue in story mode only to realize their game will not loadIf they can make a patch to allow me to resume activities it would be great, but at this point all the time and money I spent in my game is well wastedThanks, ubisoft
Final Business Response /* (4000, 9, 2014/06/18) */
Hello,
Thank you for your additional commentsOur teams are continuing to work hard to resolve the issues that you have encounteredIf you would like additional information, please be sure to view our official support site over at http://support.ubi.comWe will be updating these pages with new information as it becomes availableYou may also submit an official support case through the same site if you would like live assistance with your game or have any additional questionsWe thank you for your understanding and hope to resolve your issue soon
Initial Business Response /* (1000, 5, 2014/12/01) */
Unfortunately, we cannot supply a refund for a purchase that has been processed successfullyWe sincerely apologize for the inconvenienceBelow is a link if you have any questions about the Uplay Shop's refund
policies
http://shop.ubi.com/store?Action=ContentTheme&Env=BASE&Locale=en_US&SiteID=ubina...⇄ /> For any technical issues with the game you will need to continue to work with the developer of the game to resolve those issues
Initial Consumer Rebuttal /* (3000, 7, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The developer is refunding the purchase for users that purchased the game through themIf the publisher finds it fit to supply rufunds for a failed product so should you as one of their retailers
http://answers.ea.com/t5/Dragon-Age-Inquisition/inquisition-blackscreen-after-me...⇄ /> Final Business Response /* (4000, 9, 2014/12/05) */
The retailer that you provided a link for offers a policy that makes allowances for refunds within the first hours that you possess the game after downloadingTheir policy is posted on their storefront for applicable titlesUnfortunately, we do not offer a program like this and will pass along your feedback regarding this situationSorry for the frustration that this issue has caused you, but there is nothing more that we can do for you in this situation
Hello ***,
I apologize for the troubles that this issue has caused youAfter reviewing your information and the ticket on file for you, I see that the issue has been resolvedAre you still unable to access that
content?
Thanks,
***
Initial Business Response /* (1000, 5, 2015/01/27) */
We were able to locate the support case under the email address used on this complaint, but that was the only case that we foundWe would like for you to visit https://support.ubi.com an update this existing case so that we can continue
to work with you to resolve this issue
After reviewing your case it appears that you may have multiple Uplay accounts and that may be the reason you have encountered this issuePlease include your original case number if you have to make a new case, but it would be preferable to update the existing caseHopefully the support team will be able to have this matter resolved for you as soon as possibleThank you
Initial Consumer Rebuttal /* (2000, 7, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This issue may have been partially my own fault because I had two different accounts set up on their website, but they still did not respond to any of my requests for helpI am satisfied with the response and I have updated the existing case on their website as instructedI am currently waiting to hear from them to find out exactly what I need to do to get the issue resolved
Initial Business Response /* (1000, 5, 2015/04/13) */
Thank you for contacting Ubisoft Support
I am sorry to hear that you have encountered issues getting your problem resolvedI have reviewed your ticket and desired resolutionWhile we will not be able to process a refund as it was
purchased from Target, we will go ahead and process your cable replacementIt looks like the delay is related to your original Realtone CableIt was never received by the replacements departmentIt had been requested as recently as April 8th as well as in the original ticket request on February 25th
Our replacements department will contact you shortly via your support ticketIf you have any further questions, please do not hesitate to contact us there
Terrible support, I reported an issue over a week ago, and after requesting information, the company simply will not respondI have sent several messages to attempt to resolve my ticket, and haven't heard from the company in daysNo follow up, no updates, no emails, no request for further info, and no resolutionWhat a garbage customer support department
Hello ***,I'm very sorry to hear that you had a negative experience with our customer service teamAfter reaching out to them, they have informed that they attempted to appeal your banHowever, the development team has confirmed that evidence of cheating was detected on your account
Please be aware that we take cheating extremely seriously as it can ruin the game experience for all of our customersAccount bans are based on activity on the account and not on player reports aloneI certainly understand your frustration, but we remain committed to providing a fun and fair game experience for all of our players
Hello ***,
After looking through our records, I do see that your current case is being handled with ***I see that she asked you for the email associated with your paypal account so she will be handling that transfer for youI apologize for the inconvenience that you have gone
throughFeel free to update your case with us directly if any problems ariseFor reference the case number is ***
Initial Business Response /* (1000, 5, 2014/06/18) */
Hello Mr ***,
Thank you for expressing your concerns over the items you have purchasedUnfortunately, all refunds will need to be handled directly at the place of purchase and according to their refund policyIf purchased via the
Uplay shop, you may visit the shop help pages to view the full refund policyAt the current time, our teams are working hard to resolve all current known issues with the gameUnfortunately (as with any new releases) fixes to issues may take time to releaseWe ask that you remain patient and continue working with our support teams for all updated informationYou can also keep an eye on the official forums and / or support site over at http://support.ubi.com for more information as it becomes available
Initial Consumer Rebuttal /* (3000, 7, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the company uses retailers and hides behind their return policies they are not penalized for returns of faulty products or softwareThe company will still get credit for the sale as the retailer will just resell it someone elseThey need to be more responsible with the products that are put outTesting is completed before release and yet time and time again a broken version is allowed to be releasedAs it is clear that a full refund is not going to take place I will settle for never making a purchase of any games with the Ubisoft name attached to it
Final Business Response /* (4000, 9, 2014/06/25) */
Hello,
We are sorry to hear that you are unhappy with your itemAs a reminder, a title update has been released for Watch Dogs as of June 19thIf you have not done so, please feel free to launch and install the latest title updateHopefully this will help with the issues you have encounteredIf you need assistance or further details regarding the patch, please be sure to contact our offices directly at http://support.ubi.comWe thank you for your patience and understanding
Initial Business Response /* (1000, 5, 2015/08/17) */
Hi ***,
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our playersWith regards to our multiplayer titles, this means we must be keenly vigilant in protecting the integrity of the
play environment for all users
I obviously cannot go into detail regarding our methods for detecting the use of exploits in our titles, but I can state without hesitation that the this process is held to strict standards and is very reliable
The Ghost Recon: Phantoms team has seen fit to suspend your account, and have expressed to you that this action is intended to be permanentWe stand by their decision
Hello ***,I do apologize for any frustration you have experienced, and we appreciate your efforts to troubleshoot with SupportAs you have been informed by the Customer Support manager, the minimum and recommended requirements outline the specifications required to run the game; they do
not guarantee a specific frame rateIt's our understanding based on your interactions with Support that you are running the game at FPS in most areas with a dip in some, which has improved with troubleshootingWe're very sorry that we weren't able to help you get to the performance you were hoping forGiven the time played on this copy of the game as recently as this week, we are unable to offer a refund or other compensation
Initial Business Response /* (1000, 5, 2014/11/17) */
Sorry to hear that you are experiencing issues with Assassin's Creed UnityWe could not locate a support case within our system with the ***@yahoo.com email addressMany of the issues brought up have already been addressed
while others are still be worked onWe would encourage you to visit https://support.ubi.com to reach out to our support team so that we can try to address any issues that you are having
With regards to your refund request, you will need to work with the retailer in accordance with their return policy since that is where the financial transaction occurredWe look forward to hearing from you and hopefully adding you to our list of customer support success stories
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cookie cutter responseTo date (11\18\2014) all described issues are still present in both products
Final Business Response /* (4000, 9, 2014/11/21) */
We have continued to update both of these games and are resolving the issues being reported by playersOnce again, we would encourage you to reach out to our support team by visiting https://support.ubi.com so that we can ensure that issues relevant to you are addressed
We would also encourage you to visit the games forum at http://forums.ubi.com for the most up-to-date information regarding known issues and patches for the gameWe will continue to work to resolve the issues that are reported and will continue to provide updates in our forums so that players will know the current state of the updatesThank you
Final Consumer Response /* (4200, 11, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Prove it with update log reports
Initial Business Response /* (1000, 5, 2015/01/10) */
We are sorry to hear that you encountered an issue where the purchased content was delayedAll of the purchases that you have made should now be credited to your account correctly
If you are still missing any of the items please
update your existing support case, with case # XXXXXXXXThis issue should not occur again if you choose to make anymore in-game purchases and would encourage you to reach out to our support team with any issues that you are having with our gamesThank you
Initial Business Response /* (1000, 5, 2014/11/28) */
We were unable to locate a support case under the email address that this complaint was filed underWe would encourage you to visit https://support.ubi.com to submit a support case about any issues you are having with the game
We
want to address all of our players issues and do not want you to feel that your experience is less of a concern than any of our other playersPlease reach out to our support team so that we can try to work with you to resolve any issues that you are experiencing with the game
Initial Consumer Rebuttal /* (2000, 7, 2014/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello ***,
Thank you for expressing your concernsWatch Dogs Xbox does not include online free roam as you have mentionedThis is by design of the gameUnfortunately there is little we can offer for this as all refunds are
handled according to the retail stores refund policyPlease keep in mind, that the information included on a game case is typically limited in space and thus some items are not able to be detailedBy standard, game modes are not detailed on the game caseGames for different platforms (Xbox - Xbox One) can provide very different game experiences and contain different content, or game modes etc as the newer Xbox one console will have different technical abilities then the older xbox consoleIf you have further questions about the differences in the two games, please feel free to contact our offices directly at (XXX)XXX-XXXX M - F 9am - 12am ESTOne of our agents will be able to assist you directly
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the business does not solve my issueI understand the difference between old and new consoles, but that does not excuse you from properly informing the consumers who purchases your games about the difference in content especially when they paid the same price as the next gen versionAnd for your explanation about the game case not having much room; all you had to add to the back is "NO ONLINE FREE ROAM" or "ONLINE FREE ROAM NOT AVAILABLEYou could have easily added that if that was ever your intention to properly inform you consumerProperly labeling a product is the business's responsibility(example: The lady who sued McDonald's when she burnt herself when she spilled her coffee knew that the coffee was hotBut her argument was that the lid nor the cup was not properly labeled and won the lawsuit.) Like I said, my son saved up his $60+ dollars to pre-order and pay the game in full in advanceThe game version for xboxdoes not have online free-roam, which is the main reason he and his friends bought the gameWe are well aware of what an old system can do versus a new systemThat is not even the point hereMy argument is that your product is not properly labeled and by not doing so has misinformed consumers of what they are getting or not getting with the productAgain, I would like a refund or a credit towards a different game for the same priceThe people at Gamestop who were not also aware of the difference between the different version of the games said that this is a Ubisoft issueFeel free to contact them and tell them to give me my refund or credit backI will gladly bring the game back to them once you approved the refund or the credit backThey will need to hear from Ubisoft or you to get my son's $back
*** *** Ave, ***
*** **
PH:(XXX) XXX-XXXX
My name is *** *** in case you need to leave them my name
Please do not make this anymore complicated and just refund or give me the credit that is due to usI can assure you that there are others who feels the same way I do about this issueIt just happened that I am the only one who brought it up to your attention
Final Business Response /* (4000, 9, 2014/06/18) */
Hello,
As mentioned previously, All refunds are handled according to the retail locations store policyThe transactions that are made through Gamestop are handled according to Gamestop policyThis does not mean they will be able to provide a refundThis only means that they have the final say over the available of a refund from themWe are sorry to hear that you are not happy with the game you have purchasedUnfortunately there will be little we can offer for something like thisIf you currently own or plan to upgrade to an Xbox One in the futureWe will be more then happy to replace your game with the Xbox One versionUnfortunately that is the most we would be able to offer for your issueIf this is the case, please feel free to submit an official support case through http://support.ubi.comYou are welcome to reference Case #XXXXXXXX when contacting our officesOne of our agents will be able to provide further assistance
Final Consumer Response /* (4200, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the proposed resolutionI will be upgrading systems soon but it will be because of another of Ubisofts game, Assassins Creed UnityCan you just please replace the game with that insteadPlease let me know if this is possible and who do I contact?
I will click resolve when I get your next response and who to contact
Initial Business Response /* (1000, 9, 2015/02/18) */
Like you, we believe the best solution would be getting you back into The Crew so you can continue having great new experiences with the gameWe have located your existing support case with us, so we are familiar with your
situation
We treat this issue as one of our highest priorities, and in this capacity I have instructed our support team to forward your PSN ID up for review
If you would, keep an eye on your PSN account at homeWe will monitor the situation on our end as wellAs soon as we have any updates, our support team will reach out to youLikewise, if you notice that the issue has been resolved on your end, please let us know via one of your existing support tickets
Again, we apologize for any inconvenience, and are endeavoring to have this issue resolved as quickly as possibleThank you for your patience and enthusiasm for The Crew!
I purchased a Rainbow Six Siege yesterday and had a great time playing with my friends This went on for hours and we had some issues with connecting to games together but the game was fun enough to let that slide Today I attempted to start up the game and was met with a Ubisoft login screen prompting me to log in I attempted to log on and tried the passwords I was familiar with For some reason it did not work and I was greeted with a suspension notice I processed a reset password request via my email and tried to log in again only to notice I was still locked from attempting I did not get any direction via email or immediately through the login UI about how long I would be locked out or an avenue to resolve the lock out After searching online I noticed people saying that we just have to wait out the timer which people didn't seem to know how long it was exactly
After searching again, I found a customer service number I found the number shortly after and gave it a try The first option was for people who are locked out of their accounts and thought that it was quite convenient as this must happen to a lot of people After I got through I was greeted by a rep who sounded beat up and tired I expressed my concern and the rep said that I simply have to wait out the hour timer I asked if there was a way to reset this process as I did already reset the password through my account email address They said they had no such ability and provided empathy for the confusion I probed further to find out if there was another way around this like answering security questions or providing account info and they insisted that there was no other way I then asked for a supervisor and was placed on hold The rep returned, sounding even more defeated, stating that they would have them email me with a response and there was no way to speak with a manager I was floored at that point and vented at the rep and apologized afterwards I asked if they could provide me with how much longer I had to wait as I had been on the phone for over minutes at that point The rep then read off some account info that was not of my own account I corrected the rep and once we had the right account up the rep said there was no timer on there so she couldnt provide me with the info I needed "I am not sure what I am supposed to do, just guess that in an about an hour to try again and hope not to get the timer reset?" I asked The rep said that should work and provided more empathy for my frustration
I wanted to know about the login times before leaving the call because there may have actually been fraudulent attempts on my account leading to this issue in the first place The rep mentioned the times and they seemed to not be my own After further probing on my part I found that the rep is presented with universal time in her system and I live in the eastern time zone She attempted to lock down when exactly the attempts were made but had trouble doing the math After I said never mind about the time I insisted that, now the correct account was on her screen, a manager needed to reach out to me so I could share this feedback with him in hopes to alleviate both her and myself from this kind of headache going forward Also the rep mentioned a step verification process they have and I let her know that it would have been great if Ubisoft lead my purchasing experience with that information as I have step verification with other products and would have gladly signed up if it could have avoided me this horrible situation As it stands now I cannot play the game I paid for today as I only had a short period of time in my day to do so
This is very irritating and Ubisoft does not seem to care about creating long term solutions to simple problems that cause major issues
Initial Business Response /* (4000, 11, 2014/04/23) */
We are very sorry that you are not satisfied with our products and servicesWe strive to do all we can to help our customersEach of our customers agrees to the Terms of Service and Terms of Sale upon playing our gamesThis is an
agreement that we hold toWe will work within those agreements to meet the needs of our customers to the best of our abilitiesWe feel we exhausted all possible avenues for working this issue our with the customerThe original ticket states the initial purchase in question was made on 2/12/The first ticket submitted from the customer requesting a refund from us in order to "clear this up with his bank" was made on 3/22/days after the purchaseWe have a no refund policy, therefore we don't state an exact time frameIn some cases, as with a technical issue, we will work with the customer, in a reasonable amount of time, to resolve the issue or if needed issue a refundSince the original ticket was not of a technical nature, only stating that the customer was unhappy with changes made to the game, this did not warrant a refundOn 3/28/we offered to help any way we could to keep the customer in game and offered which implied an offer of in game compensationThis was met with rejection and hostility on numerous occasionsOn 4/3/we continued the offer of other compensation in the way of a 10% coupon to the UPLAY shopThis again was rejectedWe exhausted all of our avenues of trying to help retain the player and offer compensation in other ways since this was not a technical issueWe extended our efforts by having the ticket escalated and those offers were even rejected.On 4/8/after being advised in previous tickets that we offer refund due to technical reasons, the customer submitted a second ticket siting a change in the use of computersThis contradicts the original ticket and was rejected by Ubisoft Support as this did not fit the criteria for refunds nor was this within a reasonable amount of timeAlso, regardless of the time frame, our Terms of Service, Terms of Sale, and FAQ states that there will be no refunds issuedPlease reference previous files submitted
The exact sections of the Terms of Sale and Uplay Terms are as follows:
According to our Terms of Sale, Section 5, sub section & 6: (see full terms here https://www.themightyquest.com/en/terms_of_sale/us )
YOU UNDERSTAND THAT ANY AND ALL FEES ASSOCIATED WITH YOUR SUBSCRIPTION AND/OR YOUR CREDITS AND/OR YOUR ADDITIONAL CONTENT ARE PAYABLE IN ADVANCE, AT THE TIME OF YOUR ORDER OF A SUBSCRIPTION AND/OR CREDITS AND/OR YOUR ADDITIONAL CONTENT AND NOT REFUNDABLE WHEN PAID, IN WHOLE OR IN PART
You understand that not using your Subscription during the Subscription period and/or not using your Credits or Additional Content do not entitle you to claim or receive any refund, nor to suspend Your Subscription
Furthermore, according to the PlaySpan Refund Policy:
Refund Policy
PlaySpan's policy is that all sales processed by PlaySpan are finalWhere PlaySpan is involved in the transmittal of funds, once you make a payment
through the UltimatePay Service and such payment has been accepted by PlaySpan, there are no refunds provided except in PlaySpan's sole discretionYou
agree to provide any information reasonably requested by PlaySpan in connection with a refund requestIf the Publisher is the "merchant of record" for a
transaction (e.g., the Publisher processes the payment through its own merchant account and PlaySpan is not involved in the transmittal of funds), the
Publisher is responsible for its own refund policy and you should consult the Publisher's refund policy at the respective Publisher SiteIn either case,
PlaySpan does not represent or warrant that a refund can or will be provided by a PublisherTo the extent that we are unable to provide you a refund, we
may provide you UltimatePoints
Initial Consumer Rebuttal /* (4200, 13, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I avoided using any hostile words, and never made a direct attack to your companyYou start to contradict yourself by saying there is no refund policy, and then state there is a way to refund if there was a technical issue
I've been lied to, words have been twisted around, and the "strive" to help all customers by treated everyone "equally" tells me otherwiseYou have a low enough standard where you do not feel legally obligated to give extra attention to some customers, where their needs require more assistance from customer supportWhen it comes to making as many players happy as possible, there should not be a line drawn, then take your losses on cases that go above it or are too difficult to handle
The "hostile" behavior you mention before is me frustrated with this, and the attempts to "keep the customer in game" insulted meBut since you just assume I'm lying, it was probably overlooked that you cannot keep a player that cannot play your game any longer
It has been over a month I've been trying to get my money backI have other obligations, and waiting around for repeated responses, along with the copy-paste Terms of Service, is one of the best ways to lose a customer
If you also forgot to mention that I told each of your representatives (in advance) for my "aggravated behavior", and was not personally trying to upset themI understand from a business perspective that you have to carefully handle each customer differently; however, as of right now I feel like a number thrown into a pile of cases
On a side note, you offered a couponOnceNever in game itemsThe only avenues you have taken were to pass me along a line of other service folk to say the same thing to meAs a consumer, I personally feel as if you failed to reach out to an extent of your powerOf course, this is my opinion, and should not be taken into account of the situation itself
Final Business Response /* (4000, 15, 2014/04/30) */
We certainly understand the frustrationWe do feel that we have made our policies very clearWe do not offer refunds on a regular basisOur intention is to help our players to the best of our ability by taking into consideration all aspects of a caseOur stance on this case in regards to a refund will not change, no refund will be offeredHowever, we do want to keep you as a customer and I am restating our offers for in-game offers (a free pack including the runaway and the 10% coupon to the uplay shop) still stand and should you chose to accept them and continue playing MQEL, we are happy to work with you on that
Initial Business Response /* (1000, 5, 2014/09/15) */
We understand that technical issues are frustrating and sometimes difficult to resolve
Unfortunately, we cannot offer a refund for digital purchasesWe would like to assist you in getting Watchdogs to operate on your PCIf you will
kindly send your system files in ticket number: XXXXXXXX from your fresh install, we can have an agent assist you as soon as possible
We look forward to hearing more from you in your support ticket so that we can work with you to get this worked out
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already reinstalled and it didn`t work
Final Business Response /* (4000, 9, 2014/09/18) */
I do understand this is frustrating for you, however we would love to provide assistanceI am sorry to report that we would not be able to offer you a refund at this timeWe are still awaiting your system files after the fresh install so that we may determine the root cause of this issueUnfortunately, we cannot test the game with every system configurationWe offer free technical support because every system is unique and sometimes problems like this may occurWe would love to assist you further and get this game up and running on your systemIf you would prefer assistance in French we will be glad to transfer your case to a French speaking representative
Revdex.com:I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2014/06/15) */
Hello Mr ***,
We are sorry to hear that you have run into a problem with your gamePlease understand that our teams are working very hard to investigate and solve any reported issues with your gameIf you have not done so, please
start by submitting a support request via our website over at http://support.ubi.comBy doing so, one of our agents will be able to provide some step by step assistance and also keep you up to date on the status of any issues that have been encounteredUnfortunately we are unable to provide refunds for items purchased through GamestopAll refunds are handled directly at the place of purchase and according to their refund policyWe thank you for your patience, and apologize for any inconvenience that has been experienced
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This game has been out for over a month and multiple players who enter the UPLAY store and redeem their rewards end up trying to continue in story mode only to realize their game will not loadIf they can make a patch to allow me to resume activities it would be great, but at this point all the time and money I spent in my game is well wastedThanks, ubisoft
Final Business Response /* (4000, 9, 2014/06/18) */
Hello,
Thank you for your additional commentsOur teams are continuing to work hard to resolve the issues that you have encounteredIf you would like additional information, please be sure to view our official support site over at http://support.ubi.comWe will be updating these pages with new information as it becomes availableYou may also submit an official support case through the same site if you would like live assistance with your game or have any additional questionsWe thank you for your understanding and hope to resolve your issue soon