Initial Business Response /* (1000, 9, 2014/08/11) */
Thank you for expressing your concerns over the performance issue you have had with Watch Dogs. Unfortunately we are unable to provide refunds for your item. All refunds will need to be handled according to the policy of the vendor you...
have purchased from.
After reviewing your support case, it is still unclear what is causing your PC to experience these issues as your hardware is terrific. The details of your case have been included in our reports to the Watch Dogs team and we hope that a future update to the game will help to alleviate the problem you are experiencing. Additionally, when you next reformat your system, that would be an excellent time to revisit the game to see if the issue is resolved. We apologize for all of the frustration this has caused you and thank you for your patience and understanding when you have worked with support team to try to resolve this problem.
Initial Consumer Rebuttal /* (3000, 12, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not acceptable that this industry can sell products that don't work and there is no possible way to get a refund. They know that steam (where I bought the game) does not give refunds.
Yes my hardware is terrific, but your game was optimized for consoles not for PC, that's why my PC and others were and still are having issues. You lied about this detail as you said PC would be the main platform and this isn't a console port. You had blatant false advertising as you downgraded the graphics as well.
I'm sick of this company and will only buy your games off the bargain shelves on the steam store now. Or I will steal them online and become a pirate.
Final Business Response /* (4000, 14, 2014/08/21) */
Unfortunately, we cannot offer a refund for this purchase. We are the publisher of the game and did not accept your financial information at all. Please note that piracy of software is illegal. Most people would not go into a warehouse and threaten to take physical goods because you were unsatisfied with the company's products. As the saying goes, "you wouldn't steal a car,
you wouldn't steal a handbag,you wouldn't steal a television." Please refrain from threatening to steal games.
While you are running on a well-built system, this game is extremely demanding in order to take advantage of new technologies. The amount of rendering occurring in the game at any one time calls for an extreme amount of power from even the newest hardware. As such, running the game on ultra is not recommended for most players. I understand that you would like to play the game with ultra settings. However,lowering the graphics slightly will help improve your game play experience without sacrificing much by way of graphics quality.
At the end of July, we optimized some of the performance issues that were causing some users to experience high amounts of stuttering while playing Watch_Dogs. Instances of stuttering during game play should now be reduced, especially when using "High Textures"; however, some players might still experience some stuttering while playing with "Ultra Textures" settings on.
Final Consumer Response /* (4200, 16, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You probably know what this says, but here is YOUR refund policy. I know I bought the game on steam, but here is yours.
"What is your refund policy?
Returns of physical products purchased at the ubi.com online store are allowed within 30 days of purchase of an available product (From the date of billing). To be returned, the product must be in its original unopened packaging, in new condition with all original contents.
Exceptions: All sales on PSN, Mac and PC digital content are final. Video games, computer games, and merchandise may NOT be returned if opened, unsealed, washed, worn, or non-defective. These items may only be exchanged for the same item if it is available on the store or if the original is defective.
Physical merchandise purchased online at the Uplay may not be returned or exchanged at regular retail stores. Unfortunately, Ubisoft does not offer refunds on any products downloaded through the Uplay. This includes PC Digital Downloads and any downloadable merchandise currently available. Ubisoft reserves the right, however, to offer refunds under exceptional circumstances at its sole discretion."
OK great well then your the same as steam, if I bought it from your store I would be unable to get a refund as well. I will pirate your games until you offer me the option to buy the game from your store without the digital download so I can actually have a chance to return a faulty product. Even then it can't be opened so after I find the horribly optimized game doesn't run on my PC I still couldn't return it. So please don't insult my intelligence and say that I should have purchased through you if I wanted the option of getting a refund. Oh you can offer them at some circumstances. I'm sure that happens all the time.
I have a good job, make enough to pay down my new car, my student loans, get my nice new hardware, I can afford your games but will not buy on principal.
I am on a well built system that has handled games much better looking than yours. The game is extremely demanding on pc because you optimized it for the consoles unified memory and not for a PC, yet you lied and said it was a pc release first.
That is false-advertisement, along with degrading the graphics so much from your E3 demos. Which you state you didn't do but then said you did due because it would cause performance issues on some rigs. OK, foot in your mouth much?
I have over 400 games at my fingertips between my friends steam accounts. I have not have any issues playing any game I want on max or near max settings.
I know you finally put a patch out.
Congratulations!!!!
The patch did reduce stutter on high, but as you probably know from my support ticket it did not eliminate it. Could still notice it when driving at top speeds and going through busy intersections. Sorry this is an open world game where you spend most of your time in the car... You need to have that experience perfect. One stutter and it pulls me out of the immersion. I spent around 2,500 on my PC to have the best possible experience.
Some developers take care of the PC gamer, some don't. Your one that despises us. Oh but wait you saw a 4% increase in sales and want to patch things up...AGAIN lol
Here is an article from forbes for you showing that there are people calling this a "shoddy console port." As they review on both platforms. http://www.forbes.com/sites/marcochiappetta/2014/07/14/the-console-war-is-over-t...⇄ />
"It's not all sunshine and roses on the PC, however. While the PC is, in my opinion at least, the premiere gaming platform, configuration woes and shoddy ports of console titles can mar the user experience. To give a concrete example, I recently collaborated on an article comparing the PC and Xbox One versions of the popular game "Watch Dogs". And while the PC clearly offered superior image quality, it suffered from annoying anomalies that required turning down the image quality to smooth out."
So that right there. That's you, an annoying anomaly that requires me to turn my settings down. Maybe don't advertise as next gen unless it really is next gen. You were clearly talking next gen for consoles, which is like 3-5 years ago next gen. You say the game is so demanding and ground breaking, yet sleeping dogs looks better and runs perfect.
Also please take note. You said this game is very demanding, and sure I agree. Everything I researched before purchasing the game including your minimum and recommended settings and even random reviewers stating your setting requirements said I would be able to run on ultra, yet I can't run smoothly on high. More false advertising from you there.
"The minimum system requirements to run Watch Dogs on a Windows PC makes the game pretty accessible to anyone with a relatively modern PC (we're talking Intel Core 2 Quad Q8400 or AMD Phenom II X4 940 era hardware). However, the recommended system requirements are quite a bit more demanding, and if you want to run Watch Dogs with Ultra settings, you'll need a GeForce GTX 780 graphics card."
Source: http://www.maximumpc.com/youll_need_burly_pc_run_watch_dogs_ultra_settings_2014<...⇄ />
Well I did you one better and have the 780 ti, a better card than what you recommended for ultra and I still can't even run high. Amazing.
You should just stop putting games out on PC, or go back to pushing those launches back a few months so that you can actually get them working and play test them on a wide variety of machines. Crazy thing is, my machine is brand new, with no odd configurations that I've been able find.
I agree, stealing is wrong. I've paid my way through school, paying my debts/taxes, buying what I want along the way. If you want to stop my and many others from becoming pirates simply to play your games then make good decisions. Not too hard but your corporation/pr tactics destroy any credibility you once had. With me at least. I'm just lucky I got splinter cell, blackflag, and far cry 3 free with my graphics card. By the time I played them they were fine, but I read many problems with [redacted] patches and bad launches there too.
Pretty much if you want to play ubisoft games on pc you steal or wait for the steam sale or to have the games given to you. That is what I've figured out.
Initial Business Response /* (1000, 5, 2014/02/07) */
Hello Mr [redacted],
We are sorry to hear that you are unhappy with the item you are currently playing. As mentioned by our support agent that you have previously spoke with, the terms of use for your item will state the...
following
"UBISOFT reserves the right to change, modify, add, or delete clauses in these Terms at any time, in accordance with the procedures described below in article 15. The "Last Updated" date at the top of these Terms will indicate when the latest modifications were made. By continuing to access and use the Services after these Terms have been modified, you are agreeing to such modifications."
If you are currently experiencing a technical issue with your game, one of our representatives will be able to assist you directly by calling (XXX)XXX-XXXX M - F 9am - 12am EST. However, we unfortunately are unable to offer refunds under these terms. We hope you will continue to enjoy your item, and please let us know if you have any further trouble. Thank you.
Final Consumer Response /* (4200, 11, 2014/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubisoft completely failed to respond to the core of my complaint. Ubisoft was informed not only of the nature of the dispute but also why it's position is legally untenable. Ubisoft offered nothing in the way of resolving this matter. It is clear that Ubisoft could care less whether it's actions violate applicable (and previously cited) law in it's home state. The response is far from satisfactory and shows that Ubisoft has operated and continues to operate in bad faith.
Final Business Response /* (4000, 9, 2014/02/18) */
Hello Mr [redacted],
Thank you for your response. Unfortunately there is nothing more we can offer for your complaint. Our support agents are happy to assist with any issues you may have, however we are unable to offer refunds in this instance. We are sorry for any inconvenience and hope that you will be able to enjoy your item. If you have additional questions, please feel to contact our offices directly at (XXX)XXX-XXXX M -F 9am - 12am. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/12/05) */
We were able to locate your support case based on the email address associated with your account. You submitted your system information during the troubleshooting for this issue and it is clear that your system does not meet the minimum...
requirements for the game. There are no software troubleshooting techniques that can be provided to overcome limitations of the physical hardware in the system.
With regards to a refund, you will have to work with the retailer in accordance with their return policy since that is where the financial transaction occurred.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Accepting this response because I do not want to deal with this company any more than I have to. Thank you for not helping me and for putting out a game (and other number of games from your company) that contains a multitude of issues that you are failing to fix for your dedicated users.
Initial Business Response /* (1000, 5, 2015/10/14) */
Hello [redacted],
We understand your disappointment and appreciate your interest in our game. I have reached out to the support team for more information about your case. The paperwork you attached to your case did indicate that Terms...
and Conditions apply to the promotion. The Terms and Conditions outlined on the website you referenced indicate an expiration date of June 30th, 2015. Replacement codes for this promotion have unfortunately expired.
Your case was escalated to a senior member of the team, who contacted you on October 12th with clarification about the promotion. We apologize for any confusion regarding that and the navigation of the promotional website. Uplay Units were added to your account, which can be used toward several Ubisoft games and in-game items. You can learn more about the Uplay program at http://uplay.ubi.com. Please also feel free to reach out through your support ticket with any additional questions or feedback. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A lawyer with too much time on their hands may read the T's and C's. Uplay credits are another market ploy to spend more money. My kids and his friends dislike this business practice and will not be asking me to get them any Ubisoft games this holiday season. The lesson learned is priceless. Thank you Revdex.com.
Final Business Response /* (4000, 9, 2015/10/29) */
Hello [redacted]
I apologize that we were not able to resolve this issue to your satisfaction. There is no way to provide the requested promo code at this point since they were provided by Samsung and are now expired, but we appreciate your feedback it will help us avoid similar dissatisfaction in the future. Please don't hesitate to contact us again through the support site if we can be of any further assistance.
Final Consumer Response /* (2000, 11, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The game had terrible reviews anyways. The brand will not be forgetten and avoided for certain.
Initial Business Response /* (1000, 5, 2014/05/30) */
Hello Mr. [redacted],
Thank you for expressing your concern over the level of support received and the game that you have purchased. We are sorry to hear that you have run into problems with your Uplay account username. As mentioned by our...
previous agent, all sales on digital items are indeed final. There is a current ongoing issue with the change of usernames. unfortunately we do not have updated information on the status of a fix outside of the fact that is indeed being looked at. However, I noticed in your ticket that you were provided 2 brand new keys that can be used on an account of your choice. Since we are unable to process username change request, we have offered new keys for your game that will essentially provide the same result (username of your choice and the full game and content that you have purchased). All you will need to do on your end is create a new Uplay account. If you would like to use the same email, we will be able to make adjustments to the email at your request. Unfortunately, this will be the only option we can offer for this issue. If you have further questions, please feel free to update your original support case with us and one of our agents will be more then happy to assist further.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a deplorable policy, and way to conduct business. It is beyond me how this is not against the law. I was forced to experience problem after problem, for over a month. Being strung along the entire time by more than one representative assuring me the problem would be, and at one point, WAS solved. Only to find out that was NOT the case. I was deceived by Ubisoft. I was lied to by Ubisoft. Once the product was released, and they had my money in their hands they did a complete 180: "Too bad for you, we actually CAN'T and WON'T help you. And screw you." The fact that they (out of any desire to effectively deal with my issue) simply dumped two new serial numbers on me, to force me into a similar experience with the same application, that they admittedly have not fixed (by the way), is completely unacceptable. If the Revdex.com is unable to assist me in acquiring a completely justifiable refund, my only option will be to pursue a reversal of the charge directly through my bank. I will also be seeking legal counsel to pursue a small claims suit against this company.
Final Business Response /* (4000, 9, 2014/06/07) */
My Response:
Hello,
By offering a new key for the game that you have purchased, you will be able to select the username of your choice. This will grant you the same results that you are currently requesting. Unfortunately there have been no further updates regarding the status of changing usernames. This in no way means that the service is not being worked on. It simply means that this functionality is not available until further notice. We have sent new keys through your support case. You are welcome to create an account under the username of your choice and use these keys to activate your game and content. If you have further questions, please feel free to update your original support case with us and our agents will provide you with any information needed. Thank you for your understanding.
Final Consumer Response /* (4200, 11, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So, you're ultimately admitting that your company made the conscious decision to NOT fix the issues that I reported, that inhibited me from reaching a point where I could acquire the product you promised to me, that you had already taken my money for. After I bring this to your attention, and additionally inform you as to how frustrated I had become from it, you then attempt to free yourself of any responsibility from your previous actions, and refuse to help me at all. Your solution does nothing but return me to the same position that I was in before I even made the purchase of your product. You violated your own digital purchase agreement. Your own website is infested with customers who have clearly indicated that your UPlay (and Watch_Dogs) application, to a large degree, are nearly inoperable in many cases. You, yourself, have admitted that you created the problems with the UPlay application that have made it even less functional than it was prior to the release of Watch_Dogs. I will not download your software. I will not use the keys you have sent. I will not download or utilize either application, most of all, the one that didn't work in the first place. However, since your actions could be easily, legally proven to have demonstrated some degree of commercial theft and/or fraud, my first order of business at this point, will be to attempt a reversal of the charge through my bank. In addition, I will seek legal counsel to pursue any type of case against Ubisoft that will result in some degree of financial impact and inconvenience comparable to what you have forced me to experience - at minimum. Good riddance. You are the worst company I have ever had the dissatisfaction of dealing with. I have never, in my life, pursued any action like this with anyone, or any company.
Initial Business Response /* (1000, 5, 2015/01/16) */
We are sorry to hear that you have encountered an issue with the Dead Kings DLC for Assassin's Creed Unity. You are not the only player to have reported the issue that you have encountered and the support team has reported this...
information to the developers to investigate further. We of course do not want any of players to encounter issues with a game or add-on when it is released, but when these issues occur we take them seriously and try to resolve them as soon as possible.
We can only ask that you remain patient while the development teams work to resolve this issue. As you know, on the Xbox One when the next update is released you will be prompted to download the update for the game. For the most up-to-date information concerning Assassin's Creed Unity and the updates for the game, you can keep an eye on the Assassin's Creed Unity Live Blog on the following site or the games console forum at:
Live Blog
http://assassinscreed.ubi.com/en-US/community/liveupdates/index.aspx
Console Forum http://forums.ubi.com/forumdisplay.php/201-Assassin-s-Creed-General-Discussion-(...⇄ />
Our support teams only suggest that players keep an eye on the games forums, since the community teams that work directly with the developers are actively posting on the games forums. We apologize for the frustration that this issue has caused you and appreciate your patronage. We hope that you can remain patient while this issue is resolved and will still enjoy this title in the future.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today 1/20/15 I personally designed a workaround for the glitches. I took the time of testing, and confirming the method over two consoles and provided Ubisoft with the solution (which they barely appreciated). I am just a regular gamer with very little programming knowledge but was single handedly able to create a solution for the 1000s effected by the glitch. I once provided a workaround for MLB 2K13 and was showered with gifts from Take Two interactive. Not only did Ubisoft not test and find a workaround, I DID!!!They lose a customer today, a loyal one with the intelligence to solve problems with their glitched games. Ubisoft loses much more than I do by walking away. I am ashamed to have ever been a loyal customer.
Final Business Response /* (4000, 9, 2015/01/26) */
We wanted to thank you for taking the time to provide us with details regarding the workaround that resolved this issue for you. We are sorry to hear that you did not have great experiences when calling our support line and those phone calls will be sent to another team to review further.
We only want our players to have great experiences with our titles and hope that if you continue to play our games in the future that you will have great experiences. Even if you do not choose to play our titles, we still hope that you will have nothing but great experiences with the video games that you play in the future.
Final Consumer Response /* (4200, 11, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should they get a resolved Revdex.com complaint when they made no effort but a generic apology?
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concern for the game that you have purchased. At the current time, any issues reported are being sent direct to our teams and under investigation. At that point, our teams will work to...
resolve these issues, however this does not guarantee a certain time that updates will be reported through the forums. Once any issues have been reported and fully solved, we will be sure to post updates via http://forums.ubi.com and / or http://support.ubi.com. You may also submit a support case through support.ubi.com and one of our agents will reply to you as soon as possible. We apologize for the inconvenience and hope to assist you further in the future.
Initial Business Response /* (1000, 5, 2014/12/05) */
We were unable to locate your support case with the email address associated with this complaint. For players that meet the minimum requirements for the game, we have an outstanding track record with resolving issues with the game and...
would suggest that you continue to work with the support team to troubleshoot any issues that you are having.
With regards to a refund, the terms of sale that you must agree to at the time of purchase states that there will be no refunds for digital downloads. We are more than happy to continue to work with you to troubleshoot this issue and would encourage you to update your support case with fresh copies of the system files that we request in PC troubleshooting cases, so that we may better understand your hardware/software environment. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email address I used is [redacted]@hotmail.com. the issue I have is I bought a game that was supposed to work the day I bought it. It did not. I have an email stating you knew about the problem and would fix it in a couple days. The fix came for me almost a week later. The game works now but I still fimd it unacceptable that I could not use the product the day I purchased it. Its lile buying a new tv that won't turn on and the company saying too bad for you.
Final Business Response /* (4000, 9, 2014/12/13) */
We were able to locate your support case and appreciate that you understand to reach out to our support team with any issues that you are having with our titles. The issue with the game that was resolved in the first PC patch was an issue with conflicts with some USB devices.
The game was working fine for most players on the first day and the players with this issue could often overcome the issue by unplugging unused input devices. We are sorry that you were not able to enjoy the game the first day it was released, as we want all of our players to be as happy with their games as possible. Now that you are able to play the game, we hope that you will still enjoy the game that you purchased and enjoy many more video games in the future.
We do not provide refunds for PC digital downloads and this policy is included with the Terms of Sale that you agreed to at the time of purchase.
Final Consumer Response /* (3000, 13, 2014/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The game didn't work for me for a week. I asked for my money back the second day I could not play. And there were more people who couldn't play the game that could. Check some forums. I feel like I am being treated unfairly. I want my money back like I asked for the second day. This is bad business practice.
Hello,
I'm very sorry to hear that you haven't heard back with regard to compensation. The support team will investigate and follow up with you as soon as possible with details. Thank you for your patience!
Initial Business Response /* (1000, 5, 2016/01/06) */
Hello [redacted],
We're sorry to hear that you haven't been able to fully enjoy your Christmas present! Rainbow Six Siege experienced an influx of users after the holiday that did cause server instability for some users. Our team is...
diligently working to resolve all issues as quickly as possible, and our support team would be more than happy to investigate your specific error. Please submit a question at http://support.ubi.com by clicking My Questions and then Ask a Question.
Our goal is to get you online successfully enjoying your game as quickly as possible. For refund policy information, please reach out to the retailer where your game was purchased. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
has been over a month now and the game is still not working, 90 percent of the time I cant complete a match before being kicked from team match making which means I earned nothing and wasted the time I had in the match as well as punishing teammates by making them a man down. The fixes they possibly tell you to do involves port forwarding and opening ports. I have tried to do this but it does not work b/c I have charter as my isp and they give you a dynamic ip address which means I cant effectively set up port forwarding. I can get a static ip but it would cost me extra money per month. I would have not bought this game if I knew this was a problem. I have gamed throughout the last 15 years and have not had to change and open other ports to access and play the games. These are games that are very demanding on your isp connection and the computer you have. I actually played several games by ubisoft in the late 90's/early 2000's and didn't have to do this. I just want my money back for this game, I'm not trying to get money for the countless hours ive tried to play the game and wasted time b/c I didn't get rewarded, unless I play terrorist hunt with teammates, which again I would not have bought the game if I could not player vs player. I was getting error ending in 41 consistently, now I'm getting error code 0xXXXXXXXX consistenly and booted and I got one different error today. I'm very frustrated that a company like ubisoft would have the nerve to use a name like ravenshield series and put a half finished game out on the market and expect people to pay 60 bucks for them to try and work out the bugs... its unexceptable.
Final Business Response /* (4000, 9, 2016/01/14) */
Hi [redacted],
We completely understand how disappointing it can be to encounter this kind of error when trying to play, and we would like to do everything possible to improve your experience. After reaching out to the support team, I see that you were contacted with a number of troubleshooting suggestions in addition to port forwarding that may help. As with any multiplayer experience, differences is settings and Internet connections can cause instability even when servers are running optimally. Addressing these possibilities with our support team may allow you to play the game you were hoping for. Any outstanding issues can then be reported to and addressed by our development team.
Refunds can only be handled through the retailer where the purchase itself took place, and you may have trouble returning a used product. We would appreciate the opportunity to resolve this so you can have access to the product you initially wanted instead. Please follow up on your open support case with any issues you encounter with troubleshooting and any other feedback. Your patience and communication is sincerely appreciated.
Initial Business Response /* (1000, 5, 2015/10/19) */
Hello [redacted],
I'm so sorry to hear that you have had trouble with your game and with finding the support you need. Your feedback in this regard is genuinely appreciated.
I have reached out to our support team to make sure your...
account is squared away on our end for you to be able to login. If you are still having trouble, there are a number of ways to get in touch with the support team. Phone contact information and detailed instructions for using the support site can be found in the following FAQ: http://bit.ly/[redacted]. Assistance is also available on our Ubisoft Support Facebook (facebook.com/ubisoftsupport) and Twitter (twitter.com/ubisoftsupport). For the best troubleshooting assistance and follow up I would suggest using the phone or website support.
Our support team will be standing by to assist you in any way they can. Thank you!
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns over the copy of Watch Dogs you have purchased. Unfortunately we are unable to provide refunds for your item. All refunds will need to be handled according to the store policy of...
the retail location you have purchased from. If 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.com. By doing so, one of our agents will be able to provide some direct assistance and details regarding the status of your issue. Thank you for your understanding and we hope to hear from you soon.
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry to hear that you are so frustrated with the suspension of your Ghost Recon Phantoms account. Unfortunately, as described within the Terms of Service agreement for the game, creating multiple accounts is not allowed and we...
cannot reinstate your account. The game has a dedicated support team with the necessary tools to review player accounts and update those accounts and this is why you were unable to get direct assistance for GRP when calling our technical support phone number.
With regards to a refund for purchases made within the game, you cannot obtain a refund for these purchases. We of course want the players of our games to enjoy their experience with our titles, but we have clear Terms of Service agreements that we must adhere to for the integrity of the game.
Initial Business Response /* (1000, 5, 2014/11/24) */
We were unable to locate a support case in our system with the email address this complaint was filed under. We would encourage you to reach out to our support team so that we can work with you to try to get this matter resolved.
With...
these types of promotions, the details regarding shipments can be hard to come by, but we will do our best to try to find out further details for you and to keep you up-to-date about the situation. We look forward to hearing from you, and you can visit https://support.ubi.com to find information about reaching out to us.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to reach out multiple time to Ubisoft with no results. Please provide me the contact information on who I should speak with to resolve this issue and I would be happy to do so. So far Ubisoft support has been a huge failure.
Final Business Response /* (4000, 9, 2014/11/28) */
Please visit https://support.ubi.com if you would like to make a support case to get further information about this situation. Additionally, you can call our North American support line if you would prefer, and that contact information can be found on the following website. https://support.ubi.com/en-US/faq/9/[redacted]/ubisoft-support-contact-informati...⇄ />
We look forward to hearing from you soon. Thank you
Final Consumer Response /* (4200, 11, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
you did not leave me a phone number
Hello [redacted],I apologize for the inconvenience you have experienced. I reached out to the support team and they have escalated your case, which is currently under investigation. Your support agent will be following up with you as quickly as possible with further steps. Thank you very much...
Initial Business Response /* (1000, 5, 2014/06/14) */
My Response:
Thank you for expressing your concern regarding your game. In order to help you with issues such as this, we will need you to contact our support teams directly for assistance. We are currently working toward resolving a...
number of known issues that have been reported to our teams. We will be updating everyone as new information becomes available. Please keep an eye on http://support.ubi.com and / or the official forums over at http://forums.ubi.com for updates. You can also submit a direct support request through http://support.ubi.com with full details of your issue as well. Once received, one of our agents will be able to provide some useful information toward resolving your issue. Thank you for your understanding, and we hope to assist with your issue soon.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is the exact same cookie cutter response we have been receiving since the problem showed up. There have been no updates other than their community manager saying "we can't tell you anything about the issue." Their advice has been to start a new game, yet it does not address the problem that this can happen again at anytime! I have restarted and the problem struck again. It's clear that they released a game that was not properly tested on all platforms and a group of fans are paying for it. All I am asking is for a refund for a broken product which was advertised as working by the sheer fact that they released it to the general public.
Final Business Response /* (4000, 13, 2014/06/20) */
Hello Mr [redacted],
Please understand that a case being closed simply relates to the status of what our support teams are able to do. If there is a known issue that our dev teams are currently working on resolving, it is not uncommon that the actual support case be closed. In these cases, patch notes and additional details will be posted on public sites such as http://support.ubi.com and the official forums at http://forums.ubi.com for the community at large to know. At this time, our suggestion would be one of a couple options. As mentioned, we are unable to locate ticket history for you. If you have sent in a support case, and feel that you have not had proper assistance, please feel free to call in directly at (XXX)XXX-XXXX M - F 9am - 12am. One of our agents will be able to provide any up to date information regarding your issue. Second, if you have not done so, please launch and update your game as we are currently in the process of rolling out title updates for each platform. We hope that these updates will help with resolving your issue. If you have further problems after updating, you will indeed need to reach out to our support teams for additional assistance. We thank you for your understanding.
Final Consumer Response /* (4200, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted their support teams 3 times, and they don't update their tickets which close after 4 days, they have said I will be updated via email at a later time, there is no mention of when a fix will be released, it could be days, weeks or even months depending on the QA cycle they put it through. Though having seen the QA teams that let this massive bug through in the first place, I'm leery of anything they publish. When a fiasco on the same level hit EA they at least offered their customers a free game from the EA library and an apology, something we have yet to hear. The only thing we hear from their community manager is "contact our support teams and we are aware of the issue" there has been no admittance of any mistake or wrong doing on their part which only adds further insult to injury! I would accept a free game (of my choice from say half a dozen titles) and a formal apology to the community for not only the error but the complete and utter lack of respect they have shown paying customers.
Hello [redacted],
I apologize for the inconvenience. The fix that was deployed yesterday should have fully resolved your issue. We are also looking into appropriate in-game compensation for not only you but all affected users. More details will be communicated soon. To check in for...
updates, please feel free to reach out to our customer support team at [redacted]. Thank you!
Initial Business Response /* (1000, 5, 2014/11/03) */
We apologize that this date was not advertised. There are several methods which we may use to resolve your complaint. I am personally updating your internal support ticket because both methods require some exchange of personal...
information. We hope that you will find the resolution satisfactory. Thanks for your patience while we were able to work out a solution to your issue.
Initial Business Response /* (1000, 5, 2015/09/30) */
Hi [redacted],
I've checked with our Support Team, and they have confirmed that you've been able to successfully enjoy the Rainbow Six Siege Beta since the time that you submitted this Revdex.com report.
I'm glad to see that you were able to...
join the fun, and I apologize for any confusion regarding the issuance of keys. To clarify, there were guaranteed access keyssuch as those delivered to pre-order customersand waitlist keyssuch as the ones that players could sign up for on the Beta Registration webpage.
At this point however, all guaranteed access keys should have been issued. If you or anyone you know has received a guaranteed access notification, but has NOT received their key yet, please reach out to our support team at support.ubi.com and we'll be sure to get them in the game as fast as possible.
Thanks for your participation and enthusiasm. We hope you enjoy the Beta and love the finished product even more!
Initial Business Response /* (1000, 5, 2014/08/28) */
We appreciate your concern about this issue. We also understand that this has been frustrating for you. Unfortunately, as the publisher we do not have the capability of offering a refund. We did not collect, nor can we access your...
financial information or payment. The refund would need to be provided by the company to which you gave the money, congruous to their return and replacement policies.
We are also unable to provide you with the season pass [redacted] DLC at no cost. However, we are in communication internally about this issue. Unfortunately, we do not have a release date for online multi-player but the good news is that online multi-player is coming. We will make sure your Ubisoft support ticket gets an update as soon as we have more information.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The publisher is responsible for the marketing of the product, so my complaint falls within the publisher's domain of control. The retailer does not bear the responsibility for claims made by the publisher.
The option of DLC I provided was offered as a friendly gesture to avoid the necessity of a financial transaction. That offer is now rescinded.
I offer Ubisoft the option of purchasing and providing me with Xbox Live code(s) which would equal or exceed $30 Canadian, as a reasonable means of providing restitution. The code can be provided through e-mail.
Ubisoft has failed to act in good faith towards a customer with respect to an error made on their part, failed to accept responsibility for that error, and avoided even the attempt of a reasonable reconciliation.
As a result, I will urge the Revdex.com to consider this case in concordance with their member policies, as well as contact the relevant Canadian Consumer Protection services upon completion of this complaint process.
Initial Business Response /* (1000, 9, 2014/08/11) */
Thank you for expressing your concerns over the performance issue you have had with Watch Dogs. Unfortunately we are unable to provide refunds for your item. All refunds will need to be handled according to the policy of the vendor you...
have purchased from.
After reviewing your support case, it is still unclear what is causing your PC to experience these issues as your hardware is terrific. The details of your case have been included in our reports to the Watch Dogs team and we hope that a future update to the game will help to alleviate the problem you are experiencing. Additionally, when you next reformat your system, that would be an excellent time to revisit the game to see if the issue is resolved. We apologize for all of the frustration this has caused you and thank you for your patience and understanding when you have worked with support team to try to resolve this problem.
Initial Consumer Rebuttal /* (3000, 12, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not acceptable that this industry can sell products that don't work and there is no possible way to get a refund. They know that steam (where I bought the game) does not give refunds.
Yes my hardware is terrific, but your game was optimized for consoles not for PC, that's why my PC and others were and still are having issues. You lied about this detail as you said PC would be the main platform and this isn't a console port. You had blatant false advertising as you downgraded the graphics as well.
I'm sick of this company and will only buy your games off the bargain shelves on the steam store now. Or I will steal them online and become a pirate.
Final Business Response /* (4000, 14, 2014/08/21) */
Unfortunately, we cannot offer a refund for this purchase. We are the publisher of the game and did not accept your financial information at all. Please note that piracy of software is illegal. Most people would not go into a warehouse and threaten to take physical goods because you were unsatisfied with the company's products. As the saying goes, "you wouldn't steal a car,
you wouldn't steal a handbag,you wouldn't steal a television." Please refrain from threatening to steal games.
While you are running on a well-built system, this game is extremely demanding in order to take advantage of new technologies. The amount of rendering occurring in the game at any one time calls for an extreme amount of power from even the newest hardware. As such, running the game on ultra is not recommended for most players. I understand that you would like to play the game with ultra settings. However,lowering the graphics slightly will help improve your game play experience without sacrificing much by way of graphics quality.
At the end of July, we optimized some of the performance issues that were causing some users to experience high amounts of stuttering while playing Watch_Dogs. Instances of stuttering during game play should now be reduced, especially when using "High Textures"; however, some players might still experience some stuttering while playing with "Ultra Textures" settings on.
Final Consumer Response /* (4200, 16, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You probably know what this says, but here is YOUR refund policy. I know I bought the game on steam, but here is yours.
"What is your refund policy?
Returns of physical products purchased at the ubi.com online store are allowed within 30 days of purchase of an available product (From the date of billing). To be returned, the product must be in its original unopened packaging, in new condition with all original contents.
Exceptions: All sales on PSN, Mac and PC digital content are final. Video games, computer games, and merchandise may NOT be returned if opened, unsealed, washed, worn, or non-defective. These items may only be exchanged for the same item if it is available on the store or if the original is defective.
Physical merchandise purchased online at the Uplay may not be returned or exchanged at regular retail stores. Unfortunately, Ubisoft does not offer refunds on any products downloaded through the Uplay. This includes PC Digital Downloads and any downloadable merchandise currently available. Ubisoft reserves the right, however, to offer refunds under exceptional circumstances at its sole discretion."
OK great well then your the same as steam, if I bought it from your store I would be unable to get a refund as well. I will pirate your games until you offer me the option to buy the game from your store without the digital download so I can actually have a chance to return a faulty product. Even then it can't be opened so after I find the horribly optimized game doesn't run on my PC I still couldn't return it. So please don't insult my intelligence and say that I should have purchased through you if I wanted the option of getting a refund. Oh you can offer them at some circumstances. I'm sure that happens all the time.
I have a good job, make enough to pay down my new car, my student loans, get my nice new hardware, I can afford your games but will not buy on principal.
I am on a well built system that has handled games much better looking than yours. The game is extremely demanding on pc because you optimized it for the consoles unified memory and not for a PC, yet you lied and said it was a pc release first.
That is false-advertisement, along with degrading the graphics so much from your E3 demos. Which you state you didn't do but then said you did due because it would cause performance issues on some rigs. OK, foot in your mouth much?
I have over 400 games at my fingertips between my friends steam accounts. I have not have any issues playing any game I want on max or near max settings.
I know you finally put a patch out.
Congratulations!!!!
The patch did reduce stutter on high, but as you probably know from my support ticket it did not eliminate it. Could still notice it when driving at top speeds and going through busy intersections. Sorry this is an open world game where you spend most of your time in the car... You need to have that experience perfect. One stutter and it pulls me out of the immersion. I spent around 2,500 on my PC to have the best possible experience.
Some developers take care of the PC gamer, some don't. Your one that despises us. Oh but wait you saw a 4% increase in sales and want to patch things up...AGAIN lol
Here is an article from forbes for you showing that there are people calling this a "shoddy console port." As they review on both platforms.
http://www.forbes.com/sites/marcochiappetta/2014/07/14/the-console-war-is-over-t...⇄ /> "It's not all sunshine and roses on the PC, however. While the PC is, in my opinion at least, the premiere gaming platform, configuration woes and shoddy ports of console titles can mar the user experience. To give a concrete example, I recently collaborated on an article comparing the PC and Xbox One versions of the popular game "Watch Dogs". And while the PC clearly offered superior image quality, it suffered from annoying anomalies that required turning down the image quality to smooth out."
So that right there. That's you, an annoying anomaly that requires me to turn my settings down. Maybe don't advertise as next gen unless it really is next gen. You were clearly talking next gen for consoles, which is like 3-5 years ago next gen. You say the game is so demanding and ground breaking, yet sleeping dogs looks better and runs perfect.
Also please take note. You said this game is very demanding, and sure I agree. Everything I researched before purchasing the game including your minimum and recommended settings and even random reviewers stating your setting requirements said I would be able to run on ultra, yet I can't run smoothly on high. More false advertising from you there.
"The minimum system requirements to run Watch Dogs on a Windows PC makes the game pretty accessible to anyone with a relatively modern PC (we're talking Intel Core 2 Quad Q8400 or AMD Phenom II X4 940 era hardware). However, the recommended system requirements are quite a bit more demanding, and if you want to run Watch Dogs with Ultra settings, you'll need a GeForce GTX 780 graphics card."
Source:
http://www.maximumpc.com/youll_need_burly_pc_run_watch_dogs_ultra_settings_2014<...⇄ /> Well I did you one better and have the 780 ti, a better card than what you recommended for ultra and I still can't even run high. Amazing.
You should just stop putting games out on PC, or go back to pushing those launches back a few months so that you can actually get them working and play test them on a wide variety of machines. Crazy thing is, my machine is brand new, with no odd configurations that I've been able find.
I agree, stealing is wrong. I've paid my way through school, paying my debts/taxes, buying what I want along the way. If you want to stop my and many others from becoming pirates simply to play your games then make good decisions. Not too hard but your corporation/pr tactics destroy any credibility you once had. With me at least. I'm just lucky I got splinter cell, blackflag, and far cry 3 free with my graphics card. By the time I played them they were fine, but I read many problems with [redacted] patches and bad launches there too.
Pretty much if you want to play ubisoft games on pc you steal or wait for the steam sale or to have the games given to you. That is what I've figured out.
Initial Business Response /* (1000, 5, 2014/02/07) */
Hello Mr [redacted],
We are sorry to hear that you are unhappy with the item you are currently playing. As mentioned by our support agent that you have previously spoke with, the terms of use for your item will state the...
following
"UBISOFT reserves the right to change, modify, add, or delete clauses in these Terms at any time, in accordance with the procedures described below in article 15. The "Last Updated" date at the top of these Terms will indicate when the latest modifications were made. By continuing to access and use the Services after these Terms have been modified, you are agreeing to such modifications."
If you are currently experiencing a technical issue with your game, one of our representatives will be able to assist you directly by calling (XXX)XXX-XXXX M - F 9am - 12am EST. However, we unfortunately are unable to offer refunds under these terms. We hope you will continue to enjoy your item, and please let us know if you have any further trouble. Thank you.
Final Consumer Response /* (4200, 11, 2014/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubisoft completely failed to respond to the core of my complaint. Ubisoft was informed not only of the nature of the dispute but also why it's position is legally untenable. Ubisoft offered nothing in the way of resolving this matter. It is clear that Ubisoft could care less whether it's actions violate applicable (and previously cited) law in it's home state. The response is far from satisfactory and shows that Ubisoft has operated and continues to operate in bad faith.
Final Business Response /* (4000, 9, 2014/02/18) */
Hello Mr [redacted],
Thank you for your response. Unfortunately there is nothing more we can offer for your complaint. Our support agents are happy to assist with any issues you may have, however we are unable to offer refunds in this instance. We are sorry for any inconvenience and hope that you will be able to enjoy your item. If you have additional questions, please feel to contact our offices directly at (XXX)XXX-XXXX M -F 9am - 12am. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/12/05) */
We were able to locate your support case based on the email address associated with your account. You submitted your system information during the troubleshooting for this issue and it is clear that your system does not meet the minimum...
requirements for the game. There are no software troubleshooting techniques that can be provided to overcome limitations of the physical hardware in the system.
With regards to a refund, you will have to work with the retailer in accordance with their return policy since that is where the financial transaction occurred.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Accepting this response because I do not want to deal with this company any more than I have to. Thank you for not helping me and for putting out a game (and other number of games from your company) that contains a multitude of issues that you are failing to fix for your dedicated users.
Initial Business Response /* (1000, 5, 2015/10/14) */
Hello [redacted],
We understand your disappointment and appreciate your interest in our game. I have reached out to the support team for more information about your case. The paperwork you attached to your case did indicate that Terms...
and Conditions apply to the promotion. The Terms and Conditions outlined on the website you referenced indicate an expiration date of June 30th, 2015. Replacement codes for this promotion have unfortunately expired.
Your case was escalated to a senior member of the team, who contacted you on October 12th with clarification about the promotion. We apologize for any confusion regarding that and the navigation of the promotional website. Uplay Units were added to your account, which can be used toward several Ubisoft games and in-game items. You can learn more about the Uplay program at http://uplay.ubi.com. Please also feel free to reach out through your support ticket with any additional questions or feedback. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A lawyer with too much time on their hands may read the T's and C's. Uplay credits are another market ploy to spend more money. My kids and his friends dislike this business practice and will not be asking me to get them any Ubisoft games this holiday season. The lesson learned is priceless. Thank you Revdex.com.
Final Business Response /* (4000, 9, 2015/10/29) */
Hello [redacted]
I apologize that we were not able to resolve this issue to your satisfaction. There is no way to provide the requested promo code at this point since they were provided by Samsung and are now expired, but we appreciate your feedback it will help us avoid similar dissatisfaction in the future. Please don't hesitate to contact us again through the support site if we can be of any further assistance.
Final Consumer Response /* (2000, 11, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The game had terrible reviews anyways. The brand will not be forgetten and avoided for certain.
Initial Business Response /* (1000, 5, 2014/05/30) */
Hello Mr. [redacted],
Thank you for expressing your concern over the level of support received and the game that you have purchased. We are sorry to hear that you have run into problems with your Uplay account username. As mentioned by our...
previous agent, all sales on digital items are indeed final. There is a current ongoing issue with the change of usernames. unfortunately we do not have updated information on the status of a fix outside of the fact that is indeed being looked at. However, I noticed in your ticket that you were provided 2 brand new keys that can be used on an account of your choice. Since we are unable to process username change request, we have offered new keys for your game that will essentially provide the same result (username of your choice and the full game and content that you have purchased). All you will need to do on your end is create a new Uplay account. If you would like to use the same email, we will be able to make adjustments to the email at your request. Unfortunately, this will be the only option we can offer for this issue. If you have further questions, please feel free to update your original support case with us and one of our agents will be more then happy to assist further.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a deplorable policy, and way to conduct business. It is beyond me how this is not against the law. I was forced to experience problem after problem, for over a month. Being strung along the entire time by more than one representative assuring me the problem would be, and at one point, WAS solved. Only to find out that was NOT the case. I was deceived by Ubisoft. I was lied to by Ubisoft. Once the product was released, and they had my money in their hands they did a complete 180: "Too bad for you, we actually CAN'T and WON'T help you. And screw you." The fact that they (out of any desire to effectively deal with my issue) simply dumped two new serial numbers on me, to force me into a similar experience with the same application, that they admittedly have not fixed (by the way), is completely unacceptable. If the Revdex.com is unable to assist me in acquiring a completely justifiable refund, my only option will be to pursue a reversal of the charge directly through my bank. I will also be seeking legal counsel to pursue a small claims suit against this company.
Final Business Response /* (4000, 9, 2014/06/07) */
My Response:
Hello,
By offering a new key for the game that you have purchased, you will be able to select the username of your choice. This will grant you the same results that you are currently requesting. Unfortunately there have been no further updates regarding the status of changing usernames. This in no way means that the service is not being worked on. It simply means that this functionality is not available until further notice. We have sent new keys through your support case. You are welcome to create an account under the username of your choice and use these keys to activate your game and content. If you have further questions, please feel free to update your original support case with us and our agents will provide you with any information needed. Thank you for your understanding.
Final Consumer Response /* (4200, 11, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So, you're ultimately admitting that your company made the conscious decision to NOT fix the issues that I reported, that inhibited me from reaching a point where I could acquire the product you promised to me, that you had already taken my money for. After I bring this to your attention, and additionally inform you as to how frustrated I had become from it, you then attempt to free yourself of any responsibility from your previous actions, and refuse to help me at all. Your solution does nothing but return me to the same position that I was in before I even made the purchase of your product. You violated your own digital purchase agreement. Your own website is infested with customers who have clearly indicated that your UPlay (and Watch_Dogs) application, to a large degree, are nearly inoperable in many cases. You, yourself, have admitted that you created the problems with the UPlay application that have made it even less functional than it was prior to the release of Watch_Dogs. I will not download your software. I will not use the keys you have sent. I will not download or utilize either application, most of all, the one that didn't work in the first place. However, since your actions could be easily, legally proven to have demonstrated some degree of commercial theft and/or fraud, my first order of business at this point, will be to attempt a reversal of the charge through my bank. In addition, I will seek legal counsel to pursue any type of case against Ubisoft that will result in some degree of financial impact and inconvenience comparable to what you have forced me to experience - at minimum. Good riddance. You are the worst company I have ever had the dissatisfaction of dealing with. I have never, in my life, pursued any action like this with anyone, or any company.
Initial Business Response /* (1000, 5, 2015/01/16) */
We are sorry to hear that you have encountered an issue with the Dead Kings DLC for Assassin's Creed Unity. You are not the only player to have reported the issue that you have encountered and the support team has reported this...
information to the developers to investigate further. We of course do not want any of players to encounter issues with a game or add-on when it is released, but when these issues occur we take them seriously and try to resolve them as soon as possible.
We can only ask that you remain patient while the development teams work to resolve this issue. As you know, on the Xbox One when the next update is released you will be prompted to download the update for the game. For the most up-to-date information concerning Assassin's Creed Unity and the updates for the game, you can keep an eye on the Assassin's Creed Unity Live Blog on the following site or the games console forum at:
Live Blog
http://assassinscreed.ubi.com/en-US/community/liveupdates/index.aspx
Console Forum
http://forums.ubi.com/forumdisplay.php/201-Assassin-s-Creed-General-Discussion-(...⇄ /> Our support teams only suggest that players keep an eye on the games forums, since the community teams that work directly with the developers are actively posting on the games forums. We apologize for the frustration that this issue has caused you and appreciate your patronage. We hope that you can remain patient while this issue is resolved and will still enjoy this title in the future.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today 1/20/15 I personally designed a workaround for the glitches. I took the time of testing, and confirming the method over two consoles and provided Ubisoft with the solution (which they barely appreciated). I am just a regular gamer with very little programming knowledge but was single handedly able to create a solution for the 1000s effected by the glitch. I once provided a workaround for MLB 2K13 and was showered with gifts from Take Two interactive. Not only did Ubisoft not test and find a workaround, I DID!!!They lose a customer today, a loyal one with the intelligence to solve problems with their glitched games. Ubisoft loses much more than I do by walking away. I am ashamed to have ever been a loyal customer.
Final Business Response /* (4000, 9, 2015/01/26) */
We wanted to thank you for taking the time to provide us with details regarding the workaround that resolved this issue for you. We are sorry to hear that you did not have great experiences when calling our support line and those phone calls will be sent to another team to review further.
We only want our players to have great experiences with our titles and hope that if you continue to play our games in the future that you will have great experiences. Even if you do not choose to play our titles, we still hope that you will have nothing but great experiences with the video games that you play in the future.
Final Consumer Response /* (4200, 11, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should they get a resolved Revdex.com complaint when they made no effort but a generic apology?
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concern for the game that you have purchased. At the current time, any issues reported are being sent direct to our teams and under investigation. At that point, our teams will work to...
resolve these issues, however this does not guarantee a certain time that updates will be reported through the forums. Once any issues have been reported and fully solved, we will be sure to post updates via http://forums.ubi.com and / or http://support.ubi.com. You may also submit a support case through support.ubi.com and one of our agents will reply to you as soon as possible. We apologize for the inconvenience and hope to assist you further in the future.
Initial Business Response /* (1000, 5, 2014/12/05) */
We were unable to locate your support case with the email address associated with this complaint. For players that meet the minimum requirements for the game, we have an outstanding track record with resolving issues with the game and...
would suggest that you continue to work with the support team to troubleshoot any issues that you are having.
With regards to a refund, the terms of sale that you must agree to at the time of purchase states that there will be no refunds for digital downloads. We are more than happy to continue to work with you to troubleshoot this issue and would encourage you to update your support case with fresh copies of the system files that we request in PC troubleshooting cases, so that we may better understand your hardware/software environment. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email address I used is [redacted]@hotmail.com. the issue I have is I bought a game that was supposed to work the day I bought it. It did not. I have an email stating you knew about the problem and would fix it in a couple days. The fix came for me almost a week later. The game works now but I still fimd it unacceptable that I could not use the product the day I purchased it. Its lile buying a new tv that won't turn on and the company saying too bad for you.
Final Business Response /* (4000, 9, 2014/12/13) */
We were able to locate your support case and appreciate that you understand to reach out to our support team with any issues that you are having with our titles. The issue with the game that was resolved in the first PC patch was an issue with conflicts with some USB devices.
The game was working fine for most players on the first day and the players with this issue could often overcome the issue by unplugging unused input devices. We are sorry that you were not able to enjoy the game the first day it was released, as we want all of our players to be as happy with their games as possible. Now that you are able to play the game, we hope that you will still enjoy the game that you purchased and enjoy many more video games in the future.
We do not provide refunds for PC digital downloads and this policy is included with the Terms of Sale that you agreed to at the time of purchase.
Final Consumer Response /* (3000, 13, 2014/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The game didn't work for me for a week. I asked for my money back the second day I could not play. And there were more people who couldn't play the game that could. Check some forums. I feel like I am being treated unfairly. I want my money back like I asked for the second day. This is bad business practice.
Hello,
I'm very sorry to hear that you haven't heard back with regard to compensation. The support team will investigate and follow up with you as soon as possible with details. Thank you for your patience!
Initial Business Response /* (1000, 5, 2016/01/06) */
Hello [redacted],
We're sorry to hear that you haven't been able to fully enjoy your Christmas present! Rainbow Six Siege experienced an influx of users after the holiday that did cause server instability for some users. Our team is...
diligently working to resolve all issues as quickly as possible, and our support team would be more than happy to investigate your specific error. Please submit a question at http://support.ubi.com by clicking My Questions and then Ask a Question.
Our goal is to get you online successfully enjoying your game as quickly as possible. For refund policy information, please reach out to the retailer where your game was purchased. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
has been over a month now and the game is still not working, 90 percent of the time I cant complete a match before being kicked from team match making which means I earned nothing and wasted the time I had in the match as well as punishing teammates by making them a man down. The fixes they possibly tell you to do involves port forwarding and opening ports. I have tried to do this but it does not work b/c I have charter as my isp and they give you a dynamic ip address which means I cant effectively set up port forwarding. I can get a static ip but it would cost me extra money per month. I would have not bought this game if I knew this was a problem. I have gamed throughout the last 15 years and have not had to change and open other ports to access and play the games. These are games that are very demanding on your isp connection and the computer you have. I actually played several games by ubisoft in the late 90's/early 2000's and didn't have to do this. I just want my money back for this game, I'm not trying to get money for the countless hours ive tried to play the game and wasted time b/c I didn't get rewarded, unless I play terrorist hunt with teammates, which again I would not have bought the game if I could not player vs player. I was getting error ending in 41 consistently, now I'm getting error code 0xXXXXXXXX consistenly and booted and I got one different error today. I'm very frustrated that a company like ubisoft would have the nerve to use a name like ravenshield series and put a half finished game out on the market and expect people to pay 60 bucks for them to try and work out the bugs... its unexceptable.
Final Business Response /* (4000, 9, 2016/01/14) */
Hi [redacted],
We completely understand how disappointing it can be to encounter this kind of error when trying to play, and we would like to do everything possible to improve your experience. After reaching out to the support team, I see that you were contacted with a number of troubleshooting suggestions in addition to port forwarding that may help. As with any multiplayer experience, differences is settings and Internet connections can cause instability even when servers are running optimally. Addressing these possibilities with our support team may allow you to play the game you were hoping for. Any outstanding issues can then be reported to and addressed by our development team.
Refunds can only be handled through the retailer where the purchase itself took place, and you may have trouble returning a used product. We would appreciate the opportunity to resolve this so you can have access to the product you initially wanted instead. Please follow up on your open support case with any issues you encounter with troubleshooting and any other feedback. Your patience and communication is sincerely appreciated.
Initial Business Response /* (1000, 5, 2015/10/19) */
Hello [redacted],
I'm so sorry to hear that you have had trouble with your game and with finding the support you need. Your feedback in this regard is genuinely appreciated.
I have reached out to our support team to make sure your...
account is squared away on our end for you to be able to login. If you are still having trouble, there are a number of ways to get in touch with the support team. Phone contact information and detailed instructions for using the support site can be found in the following FAQ: http://bit.ly/[redacted]. Assistance is also available on our Ubisoft Support Facebook (facebook.com/ubisoftsupport) and Twitter (twitter.com/ubisoftsupport). For the best troubleshooting assistance and follow up I would suggest using the phone or website support.
Our support team will be standing by to assist you in any way they can. Thank you!
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns over the copy of Watch Dogs you have purchased. Unfortunately we are unable to provide refunds for your item. All refunds will need to be handled according to the store policy of...
the retail location you have purchased from. If 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.com. By doing so, one of our agents will be able to provide some direct assistance and details regarding the status of your issue. Thank you for your understanding and we hope to hear from you soon.
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry to hear that you are so frustrated with the suspension of your Ghost Recon Phantoms account. Unfortunately, as described within the Terms of Service agreement for the game, creating multiple accounts is not allowed and we...
cannot reinstate your account. The game has a dedicated support team with the necessary tools to review player accounts and update those accounts and this is why you were unable to get direct assistance for GRP when calling our technical support phone number.
With regards to a refund for purchases made within the game, you cannot obtain a refund for these purchases. We of course want the players of our games to enjoy their experience with our titles, but we have clear Terms of Service agreements that we must adhere to for the integrity of the game.
Initial Business Response /* (1000, 5, 2014/11/24) */
We were unable to locate a support case in our system with the email address this complaint was filed under. We would encourage you to reach out to our support team so that we can work with you to try to get this matter resolved.
With...
these types of promotions, the details regarding shipments can be hard to come by, but we will do our best to try to find out further details for you and to keep you up-to-date about the situation. We look forward to hearing from you, and you can visit https://support.ubi.com to find information about reaching out to us.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to reach out multiple time to Ubisoft with no results. Please provide me the contact information on who I should speak with to resolve this issue and I would be happy to do so. So far Ubisoft support has been a huge failure.
Final Business Response /* (4000, 9, 2014/11/28) */
Please visit https://support.ubi.com if you would like to make a support case to get further information about this situation. Additionally, you can call our North American support line if you would prefer, and that contact information can be found on the following website.
https://support.ubi.com/en-US/faq/9/[redacted]/ubisoft-support-contact-informati...⇄ /> We look forward to hearing from you soon. Thank you
Final Consumer Response /* (4200, 11, 2014/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
you did not leave me a phone number
Hello [redacted],I apologize for the inconvenience you have experienced. I reached out to the support team and they have escalated your case, which is currently under investigation. Your support agent will be following up with you as quickly as possible with further steps. Thank you very much...
for your patience!
Initial Business Response /* (1000, 5, 2014/06/14) */
My Response:
Thank you for expressing your concern regarding your game. In order to help you with issues such as this, we will need you to contact our support teams directly for assistance. We are currently working toward resolving a...
number of known issues that have been reported to our teams. We will be updating everyone as new information becomes available. Please keep an eye on http://support.ubi.com and / or the official forums over at http://forums.ubi.com for updates. You can also submit a direct support request through http://support.ubi.com with full details of your issue as well. Once received, one of our agents will be able to provide some useful information toward resolving your issue. Thank you for your understanding, and we hope to assist with your issue soon.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is the exact same cookie cutter response we have been receiving since the problem showed up. There have been no updates other than their community manager saying "we can't tell you anything about the issue." Their advice has been to start a new game, yet it does not address the problem that this can happen again at anytime! I have restarted and the problem struck again. It's clear that they released a game that was not properly tested on all platforms and a group of fans are paying for it. All I am asking is for a refund for a broken product which was advertised as working by the sheer fact that they released it to the general public.
Final Business Response /* (4000, 13, 2014/06/20) */
Hello Mr [redacted],
Please understand that a case being closed simply relates to the status of what our support teams are able to do. If there is a known issue that our dev teams are currently working on resolving, it is not uncommon that the actual support case be closed. In these cases, patch notes and additional details will be posted on public sites such as http://support.ubi.com and the official forums at http://forums.ubi.com for the community at large to know. At this time, our suggestion would be one of a couple options. As mentioned, we are unable to locate ticket history for you. If you have sent in a support case, and feel that you have not had proper assistance, please feel free to call in directly at (XXX)XXX-XXXX M - F 9am - 12am. One of our agents will be able to provide any up to date information regarding your issue. Second, if you have not done so, please launch and update your game as we are currently in the process of rolling out title updates for each platform. We hope that these updates will help with resolving your issue. If you have further problems after updating, you will indeed need to reach out to our support teams for additional assistance. We thank you for your understanding.
Final Consumer Response /* (4200, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted their support teams 3 times, and they don't update their tickets which close after 4 days, they have said I will be updated via email at a later time, there is no mention of when a fix will be released, it could be days, weeks or even months depending on the QA cycle they put it through. Though having seen the QA teams that let this massive bug through in the first place, I'm leery of anything they publish. When a fiasco on the same level hit EA they at least offered their customers a free game from the EA library and an apology, something we have yet to hear. The only thing we hear from their community manager is "contact our support teams and we are aware of the issue" there has been no admittance of any mistake or wrong doing on their part which only adds further insult to injury! I would accept a free game (of my choice from say half a dozen titles) and a formal apology to the community for not only the error but the complete and utter lack of respect they have shown paying customers.
Hello [redacted],
I apologize for the inconvenience. The fix that was deployed yesterday should have fully resolved your issue. We are also looking into appropriate in-game compensation for not only you but all affected users. More details will be communicated soon. To check in for...
updates, please feel free to reach out to our customer support team at [redacted]. Thank you!
Initial Business Response /* (1000, 5, 2014/11/03) */
We apologize that this date was not advertised. There are several methods which we may use to resolve your complaint. I am personally updating your internal support ticket because both methods require some exchange of personal...
information. We hope that you will find the resolution satisfactory. Thanks for your patience while we were able to work out a solution to your issue.
Initial Business Response /* (1000, 5, 2015/09/30) */
Hi [redacted],
I've checked with our Support Team, and they have confirmed that you've been able to successfully enjoy the Rainbow Six Siege Beta since the time that you submitted this Revdex.com report.
I'm glad to see that you were able to...
join the fun, and I apologize for any confusion regarding the issuance of keys. To clarify, there were guaranteed access keyssuch as those delivered to pre-order customersand waitlist keyssuch as the ones that players could sign up for on the Beta Registration webpage.
At this point however, all guaranteed access keys should have been issued. If you or anyone you know has received a guaranteed access notification, but has NOT received their key yet, please reach out to our support team at support.ubi.com and we'll be sure to get them in the game as fast as possible.
Thanks for your participation and enthusiasm. We hope you enjoy the Beta and love the finished product even more!
Initial Business Response /* (1000, 5, 2014/08/28) */
We appreciate your concern about this issue. We also understand that this has been frustrating for you. Unfortunately, as the publisher we do not have the capability of offering a refund. We did not collect, nor can we access your...
financial information or payment. The refund would need to be provided by the company to which you gave the money, congruous to their return and replacement policies.
We are also unable to provide you with the season pass [redacted] DLC at no cost. However, we are in communication internally about this issue. Unfortunately, we do not have a release date for online multi-player but the good news is that online multi-player is coming. We will make sure your Ubisoft support ticket gets an update as soon as we have more information.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The publisher is responsible for the marketing of the product, so my complaint falls within the publisher's domain of control. The retailer does not bear the responsibility for claims made by the publisher.
The option of DLC I provided was offered as a friendly gesture to avoid the necessity of a financial transaction. That offer is now rescinded.
I offer Ubisoft the option of purchasing and providing me with Xbox Live code(s) which would equal or exceed $30 Canadian, as a reasonable means of providing restitution. The code can be provided through e-mail.
Ubisoft has failed to act in good faith towards a customer with respect to an error made on their part, failed to accept responsibility for that error, and avoided even the attempt of a reasonable reconciliation.
As a result, I will urge the Revdex.com to consider this case in concordance with their member policies, as well as contact the relevant Canadian Consumer Protection services upon completion of this complaint process.