Initial Business Response /* (1000, 5, 2014/07/30) */
Hello [redacted]
There is a set time limit on item replacements or in game currency refunds. Generally, Ghost Recon Phantoms does not offer monetary refunds on digital purchases. For reference our terms of sale are located here: ...
http://legal.ubi.com/termsofsales/en-US/
We do offer descriptors for stats and class for our in-game items. There is a full list on the tool tips for all weapons and armor.
However, after reviewing your interactions we are sending your account to be reconciled. You were offered GC and we will make good on our promise.
You should expect to find the determined amount GC in your account soon. We apologize for your negative experience and hope that you will consider future purchases.
Be advised, this is an exceptional incident and this replacement does not reflect general practice. Please be cautious and read the tool-tips for items in the future.
Have a great day!
Initial Consumer Rebuttal /* (2000, 7, 2014/08/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That's all I wanted, thanks
Initial Business Response /* (1000, 5, 2015/05/12) */
We were able to locate an existing support case for this issue using the email address associated with this complaint. We understand how frustrating it can be to purchase mystery boxes and not obtain an extraordinary prize, but that is...
the nature of the purchase that is being made. The mystery boxes, specifically the platinum mystery boxes, do have a chance to unlock legendary items but that is not guaranteed when purchasing the mystery boxes. For further details regarding the nature of mystery boxes in this game, you can review the information listed on the following website:
http://[redacted]
You have mentioned a problem with the responses for your original case and those timestamps have been provided below:
-Original Case Created: 4/21/XXXX XX:XX AM
-Agent Response: 4/23/XXXX X:XX AM
-Secondary Case Created: 4/27/XXXX X:XX AM
-Original Case Updated: 4/27/XXXX XX:XX AM
-Secondary Case Closed as a duplicate incident: 4/27/XXXX X:XX PM
-Agent Response: 4/28/XXXX X:XX AM
As part of the support process, your second case was closed as a duplicate incident but was not deleted. This allows the support team to continue to work with you on the original case without having the information scattered amongst multiple cases. We will try to make sure that when duplicate incidents are closed before a response is made on the original case, that our players are updated regarding the duplicate closure to try to prevent further frustration.
With regards to a refund for the mystery boxes that you purchased, we cannot provide refunds for those items as all sales are final with these purchases. We of course hope that you will continue to enjoy playing GRP and would encourage you to contact us before making any purchases in the future if you have any questions as to the type of item you are purchasing or the chance of winning you will have when purchasing items that have a random distribution associated with them.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubisoft is not honest, you failed to speak of the false date on the ticket to make it look like you replied in time while you were ignoring, until I said I was sending a complaint, I have pictures and email, also you imply here and in your advertising a random and fair chance of receiving the items advertised. Your system is orchestrated to take advantage of your players, the advertising false. As I have observed the items generated are not random, and top tier items are impossible to attain without at least having the three characters at maximum rank. If I were to open another slew of boxes while staggeringly ranking up the lesser characters the same thing would occur with items in rank with character rank and going to the lowest ranked character, any items to the top ranked would be useless and only cosmetic in nature. Perhaps I should do this and record it to show other players the non-random system you have setup. You could be fair and give the resolution here and change your system, if not then others are going to be aware when they see for themselves how you treat loyal gamers. Following this complaint I shall write an honest review of your game, service, advertisement, and my observations. More and more people each day are becoming angry and en-fumed with ubisoft's behavior, you really should change now before you lose every gamer in the future.
Final Business Response /* (4000, 9, 2015/05/20) */
We included the timestamps from your support case in our last response to address the concern regarding when the agent first responded to your case. The agent that responded to your initial case made their response on 4/23 and we are sorry to hear that this response did not reach you on that day. If there was some technical issue that slowed the delivery of when this response arrived at your email address, that can be investigated further as we have submitted your information to another team to review.
We are sorry to hear that you feel that this mystery box system is unfair, but it is a random distribution of unlocks with the legendary items being the rarest of the rare. We would encourage you to review the game and provide your feedback regarding any and all aspects of the game, as we have always welcomed players feedback and will continue to do so.
We cannot provide you with different items because you were dissatisfied with the items that you unlocked. Doing so would be unfair to other players that have not gotten the items they wanted and also unfair to the players that did get the items that they wanted. Sorry for all of the frustration that this issue has caused you and we do hope that you will continue to enjoy this game and many other games in the future.
Initial Business Response /* (1000, 5, 2014/12/23) */
We were unable to locate a support case using the email associated with this complaint. We would encourage you to reach out to our support team at https://support.ubi.com so that we can accurately report and address any issues that you...
are having with the game. We are still working with with other companies to get any DLC transfer issues resolved and you can find the latest updates on the matter on the following forum post: http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ />
Additionally, please make sure that you download the new Jimi Hendrix songs on your next generation console while they are still being made available for free to players on the next generation consoles. You can find further information about that offer here:
http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer
We look forward to you reaching out to our support team so that we can continue to work with you and get any ongoing issues resolved as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I haven't put in a ticket doesn't excuse the fact that the company released software that DOES NOT do what was advertised. The downloadable content issues have not been fixed. There have been no updates on the website since 12-23-14. Changing the color font of "we're aware there is a problem" and passing the problem off onto microsoft isn't a solution.
I submitted a ticket, just so I can say that I have, but acting like my ticket is the first time they've been made aware of the problem is just asinine. The threads they have posted regarding the FAQ is NOT a solution thread. It has not been updated with any progress for months, other than changing Dan's font color. If Ubisoft isn't fixing this issue, and fixing it soon, they should refund the 80.00 purchase price of the game to everyone who bought it based on their advertisement that it would transfer the previously purchased content. The software does not do this, it did not on release, and nearly 3 months after release, it STILL does not do it. The company continues to put out new dlc, without addressing the prior dlc issue. It needs to be made a priority, it needs to be fixed, or the money needs to be refunded.
Final Business Response /* (4000, 9, 2015/01/11) */
We value each of our players and can only assure you that we are still indeed working to get this matter resolved so that everyone can once again enjoy the DLC that they purchased on the Xbox 360 on their Xbox One.
Hopefully you are in the group of players that has had this issue completely resolved, but if you still do not have access to all of the songs please remain patient. As you have probably seen, the forum page was last updated on January 6th, and the Rocksmith team will continue to provide updates on this issue until it is completely resolved for all players.
We appreciate your patronage and do not want to lose it in the future. Please continue to be patient and this issue will be resolved for you.
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns. We are sorry to hear that you are having trouble with your game. From searching your case history through our support site, it seems that our last agent has provided some...
suggestions toward resolving your issue on 6/5/14. If the steps provided by the previous agent have not solved your issue, please update your support case with us via http://support.ubi.com. Your case number is (XXXXXXXX). We will do our best to assist. In regards to refunds, all refunds will need to be handled directly at the place of purchase as this is where the original transaction was handled. We thank you for your understanding and hope to hear from you soon.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GameStop does NOT provide refunds for opened products, period. I've already tried... If I had known the game was going to be launched in a state that was obviously defective, I would have not pre-purchased the game. It's really upsetting to see a company like Ubisoft treating their customers in such a way and I'm sorry to say , but I won't be purchasing another game from your company again. I've been one of your biggest fans and have purchased an extensive list of your products. The first time I have a problem and come to you seeking a solution, you obviously don't care to help. Please consider revising your policies so that you can actually help your consumers...
Final Business Response /* (4000, 9, 2014/06/20) */
Hello,
Unfortunately that refund policy would be final. Again, refunds are handled at the place of purchase (where the transaction takes place). This does not mean they will offer a refund. This means they will determine what the policy is. If you would like assistance with your game, we are more then happy to assist however you will indeed need to submit an official support request. This is the only way we will be able to provide any technical assistance and / or keep you updated on the status of any fixes. We are currently in the process of rolling out title updates for the game. Please keep an eye on the forums for details regarding when the update for your specific console will be released. Thank you for your understanding.
Final Consumer Response /* (4200, 11, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you take a moment to read my initial complaint, you will realize that I did just that, multiple times, and I was given no form of solution or technical assistance. If you get on the forums and read threads regarding the numerous technical issues surrounding your product, you will find hundreds of posts on various threads that have no official comment from moderators or tech support. While I appreciate flowery language and apologies, it doesn't make up for the hours I've had to waste trying various methods to either get a refund or make the product actually work. Not to mention the fact that I wiped my entire Xbox One to restore to factory settings to see if that could fix the problem... And then I had to re-download everything. I simply wanted a working product, aka the same game on a different platform after I've returned my current defective product. Is that outside of your capabilities? I wouldn't think so. I don't think I'm being unfair here and I would appreciate better business practices. If I pay for a product, I should be entitled to what I paid for, that's business. But by now, I've wasted enough time and it's obvious you could care less about me or customer satisfaction in general so what can a single person do? Absolutely nothing. I will write my 60 dollar screen saver off as a loss and take my business elsewhere.
Initial Business Response /* (1000, 5, 2015/02/14) */
We were able to locate the support case that you had created regarding this issue based upon the details in this complaint. Unfortunately, the processor in your PC does fall below the minimum processor that is required by the game, which...
may cause the game to not run correctly or not at all.
That being said, you were not provided with some general troubleshooting steps that may be useful for someone in your situation, and we apologize for that. We have reached out to our support team to have your case and how it was handled reviewed. Additionally, we have requested that they provide you with some additional troubleshooting steps that may help to get the game to run on you PC. We appreciate your patience thus far and you should expect an update from our support team soon.
Initial Business Response /* (1000, 5, 2015/12/28) */
Hello [redacted],
I apologize for the inconvenience you experienced with your game. I reached out to the support team about your case. They informed me that your information was passed ** to the development team for investigation, and...
steps have been taken to resolve the issues you were encountering. We can see that you have been able to successfully play quite a bit lately, so we're hoping that recent updates improved your game's performance. A member of the support team will follow up with you on your existing ticket to ensure we are doing everything in our power to provide a quality game experience.
If you still wish to request a refund, please contact the retailer where you purchased the game for information about their return policy.
Please don't hesitate to reach out to our support team through the ticketing system with any questions or concerns. Thanks!
I apologize for the issues that you have run into. I would like to inform you that since this update has been released for the game, there is no way to revert to the older version. I have found your ticket and would like for you to provide a video of the...
issues that you are running into. The case again for your reference is case # [redacted]. Once received, we will be able to properly assess the situation.
Initial Business Response /* (1000, 8, 2014/10/20) */
Sorry to hear that you are having a problem with Rocksmith 2014. We did not find a support case in our system with the [redacted]@gmail.com email address and we would be happy to try to help you troubleshoot the problems that you are...
having with the game. Please visit https://support.ubi.com to reach out to us so that we can try to help resolve this problem, as we have had many successful experiences troubleshooting game installations, cable issues, and other problems players have had with this game.
For any refund requests, you will need to follow up with the retailer since that is where you entered into a financial agreement in accordance with their return policies. Hopefully you will reach out to our support team and we will be able to resolve this issue for you. Thank you
Initial Business Response /* (1000, 5, 2014/06/24) */
Upon review of the players account, it has been confirmed that a cheat and or hack was used on the account and thus the permanent ban of the players account stands. Ubisoft holds a zero tolerance stance on cheating and hacking which is in...
violation of the Code of Conduct and the Terms of Use. Please see Section 16 of the Terms of Use which states:
TERMINATION
These Terms are effective unless and until terminated by either you or UBISOFT. These Terms may be terminated or suspended at any time, without notice, and accordingly deny you access to the Services, for any reason. Upon any termination of the Terms, you must promptly uninstall any mobile applications and destroy all materials downloaded or otherwise obtained from the Services, as well as all copies of such materials downloaded or otherwise obtained from the Services, as well as all copies of such materials, whether made under the Terms or otherwise. Additionally, upon termination, all achievements, virtual items, and/or virtual currency that you have acquired may, in our sole discretion, be terminated and forfeited. You have no property rights in any achievements, virtual items and/or virtual currency. Any fees paid hereunder are non-refundable.
Termination of Your Account or Access to the Services at UBISOFT's initiative.
UBISOFT may suspend or close your Account and/or your ability to use one or more Services or part of the Services, at any time, automatically and without any judicial formality for the following reasons:
you claim to be any other person or entity or present your identity inaccurately;
you do not comply with these Terms or any special condition relating to a particular Service or Services;
you are in breach of your legal or contractual obligations;
you infringe a third party's copyrights;
you behave unsuitably or reprehensibly on the Services, including, without limitation, on the Forums;
your Account has been inactive for more than six months and you do not have access to pay functions; and
or for any other reason.
http://www.ubi.com/US/Info/Info.aspx?tagname=TermsOfUse
Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your GRO stuffs already had the evidence that I'm not login my account by myshelf,yours told me there is an another location login in [redacted].
At,first I'm not living that place.
Secondly,I only use US Proxy login my account.I already show all screenshots about my PC for your stuffs,and I really don't understand what kind 'evidence' do you want?I just a game player not a 'programer' or 'game cracker',only knew what I used then what I need show you.
Thirdly,I have a suspicion that there is someone stolen my account infomation,then login my account and use any malicious softwares,so even if you still suspend my account,but I must prove my innocence here that I'm not a 'hacker' or 'cracker'.
Initial Business Response /* (1000, 8, 2014/10/25) */
We are sorry to hear that you are upset with your experience with Ghost Recon Phantoms. As mentioned in your support case, your account was banned for using software as a means to modify the normal behavior of the game. This is...
forbidden by the Terms of Use for the game which you agreed to when you created your account, and the ban cannot be reversed.
With regards to refunds for purchases made in-game, the accidental purchase of items does not constitute a reason to provide a refund. In this situation, there is nothing more that we can do for you.
Initial Consumer Rebuttal /* (3000, 11, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again they are lying and saying I bought items on "accident". that is not the case. they keep twisting the words I am using in my complaint to try to discredit me. the items were bought because their website does not tell the USER they will still be charged for items that do not show up on their screen.
its like you are going to a store and putting a shirt you like in your cart and then I tell you there is no room in your cart for this shirt. so you make room and try to put the shirt in your cart again. but still I tell you there is no room in your cart cant you see. you try to make more room. you put the shirt in your cart one last time. it finally fits in your cart. guess what though? you were charged 3 times for putting 3 shirts in your cart. ohhh you didnt know that? yeah sorry you "accidentally" purchased all 3 items by putting them in your cart. the accidental purchase of items does not constitute a reason to provide a refund. In this situation, there is nothing more that we can do for you."
they took something with out my permission or knowledge. that is called theft. I have given them my terms and conditions. I have called them and they told me the game was managed in another country and not even their US branch. I am trying to work out a fair resolution for us both.
now then, they also twist my words and their own words here
" your account was banned for using software as a means to modify the normal behavior of the game. This is forbidden by the Terms of Use for the game which you agreed to when you created your account, and the ban cannot be reversed."
emphasis on "normal behavior of the game"
if you look at the previous email I sent you, their is an excerpt from on of the moderators for the game. he says.
"Additionally, the weapon switch issue which required players to turn off V-Sync will be fixed in the next patch."
note the word "issue" above. "issue" meaning that is not the normal behavior of the game. If anything I was restoring the game to normal behavior. something they should have been doing in the first place.
UBISOFT should note the following SIGNIFICANT CALIFORNIA AND FEDERAL CONSUMER LAWS
CIVIL LIABILITY FOR PETTY THEFT - PC 490.5(b)-(c)
COMPUTER SPYWARE - B&P XXXXX et seq.
CONSUMER PRIVACY PROTECTION - CC 1798.91 et seq.
Awareness Act, Consumer Contract - CC 1799.200 et seq.
Telephone Sales - B&P XXXXX.5(e)
Fraud - CC XXXX-XXXX
Billing Error - CC 1747.50, 1747.60, 12 CFR 226.13
Goods or Services Not Furnished - CC 1748.7
FOREIGN MADE GOODS MARKED "MADE IN USA" - B&P XXXXX.7
FRAUD - CC 1571 et seq., 1710 et seq.
GAMBLING CONTROL ACT - B&P XXXXX et seq.
ELECTRONIC COMMERCE - CC 1789 et seq.
EMAIL ADVERTISEMENTS - B&P XXXXX et seq., 15 USC 7701 et seq. (CAN SPAM Act)
Sales Disclosures - CC 1102 et seq.
Consumers Legal Remedies Act - CC 1780 et seq
RECLAIMED, RECONDITIONED OR USED GOODS REPRESENTED AS NEW - CC 1770(a)(6), B&P 17531 (includes internet)
Consumer Goods and Services (see Unruh Act)
UNSOLICITED GOODS - CC 1584.5 et seq., 16 CFR Part 425
VIDEO EQUIPMENT REPAIR - B&P 9800 et seq.
All Consumer Products - 16 CFR Part 703
"As Is" Sales - Com. Code 2316
WORTH OR VALUE - B&P XXXXX, CC 1770(a)(13)
Repair, or Replace, or Reimburse Provision - CC 1793.2(d)
in light of all this, my terms and conditions seem more than fair. especially since I am asking this billion dollar corporation to settle by a possible means that will cost nothing to them. even though they have already taken from me.
thank you
for hearing my response.
I look forward to yours.
Final Business Response /* (4000, 18, 2015/03/17) */
We understand how frustrating these issues can be, but once a players account has been permanently banned for violating the terms of use for the game there is nothing we can do to reverse that ban. The terms of use and terms of sale, which are located at the bottom of the Ghost Recon Phantoms website are also available for reference here:
http://legal.ubi.com/en-INTL
With regards to refunds for purchases made in-game, the accidental purchase of items does not constitute a reason to provide a refund. In this situation, there is nothing more that we can do for you.
Final Consumer Response /* (4200, 20, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This responce is way to late from ubisoft. They had a time limit to respond as did I. Their responce was not sent in time. They have not resolved this issue and I have filed a complaint with the ftc since they are the only once that can actually hold ubisoft accountable. Ubisoft has plenty of othernproblems besides this one issue. This is something that is happening with all of their gaming products. It is a shady buisness. With that being said their is nothing more the Revdex.com can do for me. The FTC is taking care of this issue now. Enjoy ubisoft. Your company is going downhill fast and this is one of the reasons why. Also as I have stated before it was not an accidental purchase. It was multiple purchases made in error because their system doesnt display the purchased items properly. So please stop referring to it as an accident on my part. Enjoy your investigation. By the FTC.
Initial Business Response /* (1000, 7, 2015/03/11) */
Hi [redacted],
We are sorry to hear you are having issues with your Real Tone cable. As with any PC device, there are a wide array of issues that may result in less than optimal performance of the Real Tone cable. Our Support Teams have a...
variety of targeted troubleshooting that may assist you in getting the desired performance from this accessory, and would be happy to assist you.
As listed on the back of the Rocksmith 2014 game case, the title is supported for use with Windows Vista, Windows 7, and Windows 8. If you are running one of these Operating Systems which we have advertised as supported, your issue is likely has another cause. Our Support Team was unable to locate an existing Customer Support ticket attached to your email address, so I would encourage you to reach back out to us again. I believe that the best possible resolution to this issue is to enable you to enjoy the game you've purchased, he Team will make sure that you get the most appropriate troubleshooting necessary to get you back into the game.
Thanks for your feedback!
Initial Business Response /* (1000, 5, 2014/11/21) */
We are sorry to hear that your are experiencing issues with the game and not enjoying it the way you had hoped when purchasing the game. Our teams are actively working to resolve the issues reported by players and would encourage you to...
submit support cases for any issue that you are having with the game. You can submit support cases at https://support.ubi.com and we will continue to work with you to try to resolve the issues that you are having. You can keep an eye on the games forums at http://forums.ubi.com for the most up-to-date information regarding patches and the issues that are still being addressed.
With regards to a any refund request, you will have to contact the retailer for any refund in accordance with their return policy. We look forward to you continuing to contact us with any issues that you are encountering so that we can work with you to try to resolve them.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted ubisoft support and they've been unable to fix said issues. In regards to going to my retailer for a refund, which is eb games, I have done just that and there answer was as follows. Due to the game coming with pre order codes for additional content, we are unable to give you a refund. However,I could trade it in for 25$ for in store credit. Why would I trade it in for 25$, when I paid double that? Weather or not I get a refund is up to ubisoft. That said, if my problem is not solved that's okay. I will never purchase another ubisoft product and will make sure that everyone I know or speak to, hears just how terrible ubisoft really is. And that they have no respect for the customers once they've already opened there wallets and handed over 70$ plus dollars for a broken product.
Final Business Response /* (4000, 9, 2014/11/28) */
Please visit the following website to view the latest news on Assassin's Creed Unity and the upcoming patches for the game:
http://assassinscreed.ubi.com/en-us/community/liveupdates/
We are working furiously to resolve any outstanding issues that players are having and encourage you to continue to provide details for any issues that you are experiencing to our support team. We want all of our players to enjoy their experience with our titles and hope that you will continue to be patient while we address any issues affecting your experience.
Initial Business Response /* (1000, 5, 2014/02/05) */
Hello Mr [redacted],
We are sorry to hear that you are still encountering issues with your game. We ran some searches for your email address and have not been able to locate any past history of contacts with our support teams. In order to...
assist you, we will need you to contact our teams directly with details of the problem you have encountered. You can reach our teams at (XXX)XXX-XXXX M - F 9am - 12am EST.
In regards to your request for return and as you have already seen, our refund policy can be found here (http://shop.ubi.com/store?Action=ContentTheme&Env=BASE&Locale=en_US&...⇄ If you are within the guide listed on this page, please feel free to let us know when contacting. Otherwise, we are still more then happy to assist in getting your game up and running with better performance. We thank you for your understanding and hope to hear from you soon.
Final Consumer Response /* (3000, 7, 2014/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their proposed solutions do not address the issue of the false advertising done by the company.
Nor does it address the fact that the moment the customer opens the package; the product becomes unavailable for refund.
Please name for us how this policy is working in the favor of consumer?
Final Business Response /* (4000, 9, 2014/02/18) */
Hello Mr [redacted],
If you are continuing to have performance issues with your game, we will have to ask that you contact our support offices for technical assistance. Our support agents will do their best to assist with your issue. Unfortunately, without doing so there will be nothing we can do to assist with your issue. You can reach our teams and receive assistance with your issue by contacting our offices at (XXX)XXX-XXXX M - F 9am - 12am. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/15) */
Hello Mr [redacted],
Thank you for expressing your concerns over the item that you have purchased. As the previous agent you spoke with mentioned, refunds are not available for download items that have been activated. This policy is also...
outlined on the official shop.ubi.com help pages as well. You have been sent additional suggestions that may help toward getting your game to work. Our teams are also working hard to resolve any currently known issues with the game. If you are continuing to have trouble, please be sure to try the previously sent directions and update your support case with the results. We will be sure to continue assisting you if needed. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns over the game that you have purchased. The issue that you have made reference to is currently under investigation. As new information becomes available, we will be updating everyone...
through http://support.ubi.com and / or the official forums over at http://forums.ubi.com. If you would like more direct assistance, you are welcome to submit an official support ticket by going to http://support.ubi.com and clicking "My Questions". On the following pages, you should be able to submit a question. One of our agents will then get back with you as soon as possible. In regards to refunds, all refunds will need to be handled according to the refund policy at the original place of purchase. Unfortunately we are unable to provide refunds for your item. I hope this helps and we will look forward to assisting with your issue soon. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/07) */
Hello Mr [redacted],
Thank you for expressing your concerns over the item that you have purchased. We are sorry to hear that you have had trouble with your game and would love to assist you with your issue. However this would require you...
to contact our support teams for assistance. While the forums can be a good resource of information and assistance, the forums do not represent the entire body of gamers playing any specific game and thus are not a good representation of amount of users encountering an issue. I can assure you the greater majority of players are indeed playing and enjoying their game.
In regards to refunds, all refunds will need to be handled directly at the place of purchase according to their refund policy. For the refund policy concerning items purchased through the Uplay shop, please visit http://shop.ubi.com. If you would like some direct assistance with the issue you have encountered, you can reach us by phone at (XXX) XXX-XXXX M - F 9am - 12am EST / 12pm - 9pm EST S - S. You can also reach us via email or live chat at http://support.ubi.com. We look forward to hearing from you and assisting with your issue soon. Thank you.
Initial Business Response /* (1000, 5, 2014/11/28) */
We were unable to locate a support case with the email address used to file this complaint. We would encourage you to visit https://support.ubi.com so that you can reach out to our support team so that we can try to resolve any issues...
that you are having with the game.
Unfortunately, we cannot supply a refund for a purchase that has been processed successfully. Below 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&...⇄ />
We look forward to you reaching out to our support team so that we can work with you to try to resolve any issues that you are having.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They launched a broken game and lied about its quality it has made my PlayStation almost over heat and is unplayable because of this.my complaint stands if they need proof of purchase contact Sony I bought this game digitally and I assure you its the last time I buy a ubisoft product.
Final Business Response /* (4000, 9, 2014/12/02) */
We still do not see a support case under the email address on this account and still encourage you to contact our support team by visiting https://support.ubi.com
This will allow us to ensure that any issues you are experiencing are being reported and resolved. If you purchased the game from Sony, any refund request must be directed to them in accordance with the refund policy that you agreed to at the time of purchase.
Once again, we do hope that you will reach out to our support team so that they can try to resolve any issues that you are having. Thank you
Initial Business Response /* (1000, 5, 2014/02/07) */
Hello Mr [redacted],
We are sorry to hear that you are having trouble with your game. At the current time, after searching through our records, we do not see any contact to Ubisoft Technical Support. It may be possible that you have...
contact a different organization or different department within Ubisoft. In regards to the issue you have encountered, you will not be able to activate a second activation key on an account that already has the game activated and installed. From the description of your issue, this sounds like something we may be able to assist with, however we will need you to contact our office directly at (XXX)XXX-XXXX M - F 9am - 12am EST. Please have your key and account available and refer to case number XXXXXXXX as well. We hope to hear from you soon! Thank you for your understanding.
Final Consumer Response /* (2000, 7, 2014/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called the Ubisoft technical support line and, unlike in my first set of exchanges prior to contacting the Revdex.com, was pleased to find that the company representative understood my predicament and worked to find a solution. I now have a functioning piece of software. Thank you.
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi [redacted],
If you are on a console platform, such as an Xbox 360 or PS3, you should be able to play local co-op without any major issues.
In order to play the local cooperative mode on these consoles, you'll need an individual profile...
for both players on the systemone for yourself, and one for your brother.
Once there are two accounts, you should be able to play cooperative split screen in the game by selecting CO-OP from the main menu of the game and having each player select an account.
Split screen co-op is not available on the PC versions of Far Cry 3.
If you have any additional questions or concerns, please do not hesitate to reach out to our support team via support.ubi.com.
Initial Business Response /* (1000, 5, 2015/02/13) */
We understand how frustrating this issue has been for you, and appreciate your reaching out to us. Rest assured, the team is hard at work hand-in-hand with Microsoft to have this issue resolved. Please refer to the following website for...
the must up-to-date information regarding the DLC transfer from the Xbox 360 to the Xbox One: http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ />
Concerning refunds, you would need to seek a refund from the retailer from which you purchased the content in accordance with their return policy. This particular issue is of high priority to us, and we ask for your patience while we work to resolve this issue for all players and all song packs. We appreciate your patronage and enthusiasm for Rocksmith 2014, and we hope to have your continued patronage in the future. We will continue to work directly with Microsoft to have this issue resolved.
If you have any other questions or concerns, please don't hesitate to reach out to our support teams at support.ubi.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint does not ask for a refund. It asks for a monetary credit or download codes for the content that I still cannot access. Also, I am to assume that they have not looked at my previous support contacts if they are yet again sending me a link to a forum that I had mentioned following from my first submission.
Initial Business Response /* (1000, 5, 2014/07/30) */
Hello [redacted]
There is a set time limit on item replacements or in game currency refunds. Generally, Ghost Recon Phantoms does not offer monetary refunds on digital purchases. For reference our terms of sale are located here: ...
http://legal.ubi.com/termsofsales/en-US/
We do offer descriptors for stats and class for our in-game items. There is a full list on the tool tips for all weapons and armor.
However, after reviewing your interactions we are sending your account to be reconciled. You were offered GC and we will make good on our promise.
You should expect to find the determined amount GC in your account soon. We apologize for your negative experience and hope that you will consider future purchases.
Be advised, this is an exceptional incident and this replacement does not reflect general practice. Please be cautious and read the tool-tips for items in the future.
Have a great day!
Initial Consumer Rebuttal /* (2000, 7, 2014/08/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That's all I wanted, thanks
Initial Business Response /* (1000, 5, 2015/05/12) */
We were able to locate an existing support case for this issue using the email address associated with this complaint. We understand how frustrating it can be to purchase mystery boxes and not obtain an extraordinary prize, but that is...
the nature of the purchase that is being made. The mystery boxes, specifically the platinum mystery boxes, do have a chance to unlock legendary items but that is not guaranteed when purchasing the mystery boxes. For further details regarding the nature of mystery boxes in this game, you can review the information listed on the following website:
http://[redacted]
You have mentioned a problem with the responses for your original case and those timestamps have been provided below:
-Original Case Created: 4/21/XXXX XX:XX AM
-Agent Response: 4/23/XXXX X:XX AM
-Secondary Case Created: 4/27/XXXX X:XX AM
-Original Case Updated: 4/27/XXXX XX:XX AM
-Secondary Case Closed as a duplicate incident: 4/27/XXXX X:XX PM
-Agent Response: 4/28/XXXX X:XX AM
As part of the support process, your second case was closed as a duplicate incident but was not deleted. This allows the support team to continue to work with you on the original case without having the information scattered amongst multiple cases. We will try to make sure that when duplicate incidents are closed before a response is made on the original case, that our players are updated regarding the duplicate closure to try to prevent further frustration.
With regards to a refund for the mystery boxes that you purchased, we cannot provide refunds for those items as all sales are final with these purchases. We of course hope that you will continue to enjoy playing GRP and would encourage you to contact us before making any purchases in the future if you have any questions as to the type of item you are purchasing or the chance of winning you will have when purchasing items that have a random distribution associated with them.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubisoft is not honest, you failed to speak of the false date on the ticket to make it look like you replied in time while you were ignoring, until I said I was sending a complaint, I have pictures and email, also you imply here and in your advertising a random and fair chance of receiving the items advertised. Your system is orchestrated to take advantage of your players, the advertising false. As I have observed the items generated are not random, and top tier items are impossible to attain without at least having the three characters at maximum rank. If I were to open another slew of boxes while staggeringly ranking up the lesser characters the same thing would occur with items in rank with character rank and going to the lowest ranked character, any items to the top ranked would be useless and only cosmetic in nature. Perhaps I should do this and record it to show other players the non-random system you have setup. You could be fair and give the resolution here and change your system, if not then others are going to be aware when they see for themselves how you treat loyal gamers. Following this complaint I shall write an honest review of your game, service, advertisement, and my observations. More and more people each day are becoming angry and en-fumed with ubisoft's behavior, you really should change now before you lose every gamer in the future.
Final Business Response /* (4000, 9, 2015/05/20) */
We included the timestamps from your support case in our last response to address the concern regarding when the agent first responded to your case. The agent that responded to your initial case made their response on 4/23 and we are sorry to hear that this response did not reach you on that day. If there was some technical issue that slowed the delivery of when this response arrived at your email address, that can be investigated further as we have submitted your information to another team to review.
We are sorry to hear that you feel that this mystery box system is unfair, but it is a random distribution of unlocks with the legendary items being the rarest of the rare. We would encourage you to review the game and provide your feedback regarding any and all aspects of the game, as we have always welcomed players feedback and will continue to do so.
We cannot provide you with different items because you were dissatisfied with the items that you unlocked. Doing so would be unfair to other players that have not gotten the items they wanted and also unfair to the players that did get the items that they wanted. Sorry for all of the frustration that this issue has caused you and we do hope that you will continue to enjoy this game and many other games in the future.
Initial Business Response /* (1000, 5, 2014/12/23) */
We were unable to locate a support case using the email associated with this complaint. We would encourage you to reach out to our support team at https://support.ubi.com so that we can accurately report and address any issues that you...
are having with the game. We are still working with with other companies to get any DLC transfer issues resolved and you can find the latest updates on the matter on the following forum post:
http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ /> Additionally, please make sure that you download the new Jimi Hendrix songs on your next generation console while they are still being made available for free to players on the next generation consoles. You can find further information about that offer here:
http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer
We look forward to you reaching out to our support team so that we can continue to work with you and get any ongoing issues resolved as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I haven't put in a ticket doesn't excuse the fact that the company released software that DOES NOT do what was advertised. The downloadable content issues have not been fixed. There have been no updates on the website since 12-23-14. Changing the color font of "we're aware there is a problem" and passing the problem off onto microsoft isn't a solution.
I submitted a ticket, just so I can say that I have, but acting like my ticket is the first time they've been made aware of the problem is just asinine. The threads they have posted regarding the FAQ is NOT a solution thread. It has not been updated with any progress for months, other than changing Dan's font color. If Ubisoft isn't fixing this issue, and fixing it soon, they should refund the 80.00 purchase price of the game to everyone who bought it based on their advertisement that it would transfer the previously purchased content. The software does not do this, it did not on release, and nearly 3 months after release, it STILL does not do it. The company continues to put out new dlc, without addressing the prior dlc issue. It needs to be made a priority, it needs to be fixed, or the money needs to be refunded.
Final Business Response /* (4000, 9, 2015/01/11) */
We value each of our players and can only assure you that we are still indeed working to get this matter resolved so that everyone can once again enjoy the DLC that they purchased on the Xbox 360 on their Xbox One.
Hopefully you are in the group of players that has had this issue completely resolved, but if you still do not have access to all of the songs please remain patient. As you have probably seen, the forum page was last updated on January 6th, and the Rocksmith team will continue to provide updates on this issue until it is completely resolved for all players.
We appreciate your patronage and do not want to lose it in the future. Please continue to be patient and this issue will be resolved for you.
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns. We are sorry to hear that you are having trouble with your game. From searching your case history through our support site, it seems that our last agent has provided some...
suggestions toward resolving your issue on 6/5/14. If the steps provided by the previous agent have not solved your issue, please update your support case with us via http://support.ubi.com. Your case number is (XXXXXXXX). We will do our best to assist. In regards to refunds, all refunds will need to be handled directly at the place of purchase as this is where the original transaction was handled. We thank you for your understanding and hope to hear from you soon.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GameStop does NOT provide refunds for opened products, period. I've already tried... If I had known the game was going to be launched in a state that was obviously defective, I would have not pre-purchased the game. It's really upsetting to see a company like Ubisoft treating their customers in such a way and I'm sorry to say , but I won't be purchasing another game from your company again. I've been one of your biggest fans and have purchased an extensive list of your products. The first time I have a problem and come to you seeking a solution, you obviously don't care to help. Please consider revising your policies so that you can actually help your consumers...
Final Business Response /* (4000, 9, 2014/06/20) */
Hello,
Unfortunately that refund policy would be final. Again, refunds are handled at the place of purchase (where the transaction takes place). This does not mean they will offer a refund. This means they will determine what the policy is. If you would like assistance with your game, we are more then happy to assist however you will indeed need to submit an official support request. This is the only way we will be able to provide any technical assistance and / or keep you updated on the status of any fixes. We are currently in the process of rolling out title updates for the game. Please keep an eye on the forums for details regarding when the update for your specific console will be released. Thank you for your understanding.
Final Consumer Response /* (4200, 11, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you take a moment to read my initial complaint, you will realize that I did just that, multiple times, and I was given no form of solution or technical assistance. If you get on the forums and read threads regarding the numerous technical issues surrounding your product, you will find hundreds of posts on various threads that have no official comment from moderators or tech support. While I appreciate flowery language and apologies, it doesn't make up for the hours I've had to waste trying various methods to either get a refund or make the product actually work. Not to mention the fact that I wiped my entire Xbox One to restore to factory settings to see if that could fix the problem... And then I had to re-download everything. I simply wanted a working product, aka the same game on a different platform after I've returned my current defective product. Is that outside of your capabilities? I wouldn't think so. I don't think I'm being unfair here and I would appreciate better business practices. If I pay for a product, I should be entitled to what I paid for, that's business. But by now, I've wasted enough time and it's obvious you could care less about me or customer satisfaction in general so what can a single person do? Absolutely nothing. I will write my 60 dollar screen saver off as a loss and take my business elsewhere.
Initial Business Response /* (1000, 5, 2015/02/14) */
We were able to locate the support case that you had created regarding this issue based upon the details in this complaint. Unfortunately, the processor in your PC does fall below the minimum processor that is required by the game, which...
may cause the game to not run correctly or not at all.
That being said, you were not provided with some general troubleshooting steps that may be useful for someone in your situation, and we apologize for that. We have reached out to our support team to have your case and how it was handled reviewed. Additionally, we have requested that they provide you with some additional troubleshooting steps that may help to get the game to run on you PC. We appreciate your patience thus far and you should expect an update from our support team soon.
Initial Business Response /* (1000, 5, 2015/12/28) */
Hello [redacted],
I apologize for the inconvenience you experienced with your game. I reached out to the support team about your case. They informed me that your information was passed ** to the development team for investigation, and...
steps have been taken to resolve the issues you were encountering. We can see that you have been able to successfully play quite a bit lately, so we're hoping that recent updates improved your game's performance. A member of the support team will follow up with you on your existing ticket to ensure we are doing everything in our power to provide a quality game experience.
If you still wish to request a refund, please contact the retailer where you purchased the game for information about their return policy.
Please don't hesitate to reach out to our support team through the ticketing system with any questions or concerns. Thanks!
Hello [redacted],
I apologize for the issues that you have run into. I would like to inform you that since this update has been released for the game, there is no way to revert to the older version. I have found your ticket and would like for you to provide a video of the...
issues that you are running into. The case again for your reference is case # [redacted]. Once received, we will be able to properly assess the situation.
Thank you,
-[redacted]
Initial Business Response /* (1000, 8, 2014/10/20) */
Sorry to hear that you are having a problem with Rocksmith 2014. We did not find a support case in our system with the [redacted]@gmail.com email address and we would be happy to try to help you troubleshoot the problems that you are...
having with the game. Please visit https://support.ubi.com to reach out to us so that we can try to help resolve this problem, as we have had many successful experiences troubleshooting game installations, cable issues, and other problems players have had with this game.
For any refund requests, you will need to follow up with the retailer since that is where you entered into a financial agreement in accordance with their return policies. Hopefully you will reach out to our support team and we will be able to resolve this issue for you. Thank you
Initial Business Response /* (1000, 5, 2014/06/24) */
Upon review of the players account, it has been confirmed that a cheat and or hack was used on the account and thus the permanent ban of the players account stands. Ubisoft holds a zero tolerance stance on cheating and hacking which is in...
violation of the Code of Conduct and the Terms of Use. Please see Section 16 of the Terms of Use which states:
TERMINATION
These Terms are effective unless and until terminated by either you or UBISOFT. These Terms may be terminated or suspended at any time, without notice, and accordingly deny you access to the Services, for any reason. Upon any termination of the Terms, you must promptly uninstall any mobile applications and destroy all materials downloaded or otherwise obtained from the Services, as well as all copies of such materials downloaded or otherwise obtained from the Services, as well as all copies of such materials, whether made under the Terms or otherwise. Additionally, upon termination, all achievements, virtual items, and/or virtual currency that you have acquired may, in our sole discretion, be terminated and forfeited. You have no property rights in any achievements, virtual items and/or virtual currency. Any fees paid hereunder are non-refundable.
Termination of Your Account or Access to the Services at UBISOFT's initiative.
UBISOFT may suspend or close your Account and/or your ability to use one or more Services or part of the Services, at any time, automatically and without any judicial formality for the following reasons:
you claim to be any other person or entity or present your identity inaccurately;
you do not comply with these Terms or any special condition relating to a particular Service or Services;
you are in breach of your legal or contractual obligations;
you infringe a third party's copyrights;
you behave unsuitably or reprehensibly on the Services, including, without limitation, on the Forums;
your Account has been inactive for more than six months and you do not have access to pay functions; and
or for any other reason.
http://www.ubi.com/US/Info/Info.aspx?tagname=TermsOfUse
Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your GRO stuffs already had the evidence that I'm not login my account by myshelf,yours told me there is an another location login in [redacted].
At,first I'm not living that place.
Secondly,I only use US Proxy login my account.I already show all screenshots about my PC for your stuffs,and I really don't understand what kind 'evidence' do you want?I just a game player not a 'programer' or 'game cracker',only knew what I used then what I need show you.
Thirdly,I have a suspicion that there is someone stolen my account infomation,then login my account and use any malicious softwares,so even if you still suspend my account,but I must prove my innocence here that I'm not a 'hacker' or 'cracker'.
Initial Business Response /* (1000, 8, 2014/10/25) */
We are sorry to hear that you are upset with your experience with Ghost Recon Phantoms. As mentioned in your support case, your account was banned for using software as a means to modify the normal behavior of the game. This is...
forbidden by the Terms of Use for the game which you agreed to when you created your account, and the ban cannot be reversed.
With regards to refunds for purchases made in-game, the accidental purchase of items does not constitute a reason to provide a refund. In this situation, there is nothing more that we can do for you.
Initial Consumer Rebuttal /* (3000, 11, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again they are lying and saying I bought items on "accident". that is not the case. they keep twisting the words I am using in my complaint to try to discredit me. the items were bought because their website does not tell the USER they will still be charged for items that do not show up on their screen.
its like you are going to a store and putting a shirt you like in your cart and then I tell you there is no room in your cart for this shirt. so you make room and try to put the shirt in your cart again. but still I tell you there is no room in your cart cant you see. you try to make more room. you put the shirt in your cart one last time. it finally fits in your cart. guess what though? you were charged 3 times for putting 3 shirts in your cart. ohhh you didnt know that? yeah sorry you "accidentally" purchased all 3 items by putting them in your cart. the accidental purchase of items does not constitute a reason to provide a refund. In this situation, there is nothing more that we can do for you."
they took something with out my permission or knowledge. that is called theft. I have given them my terms and conditions. I have called them and they told me the game was managed in another country and not even their US branch. I am trying to work out a fair resolution for us both.
now then, they also twist my words and their own words here
" your account was banned for using software as a means to modify the normal behavior of the game. This is forbidden by the Terms of Use for the game which you agreed to when you created your account, and the ban cannot be reversed."
emphasis on "normal behavior of the game"
if you look at the previous email I sent you, their is an excerpt from on of the moderators for the game. he says.
"Additionally, the weapon switch issue which required players to turn off V-Sync will be fixed in the next patch."
note the word "issue" above. "issue" meaning that is not the normal behavior of the game. If anything I was restoring the game to normal behavior. something they should have been doing in the first place.
UBISOFT should note the following SIGNIFICANT CALIFORNIA AND FEDERAL CONSUMER LAWS
CIVIL LIABILITY FOR PETTY THEFT - PC 490.5(b)-(c)
COMPUTER SPYWARE - B&P XXXXX et seq.
CONSUMER PRIVACY PROTECTION - CC 1798.91 et seq.
Awareness Act, Consumer Contract - CC 1799.200 et seq.
Telephone Sales - B&P XXXXX.5(e)
Fraud - CC XXXX-XXXX
Billing Error - CC 1747.50, 1747.60, 12 CFR 226.13
Goods or Services Not Furnished - CC 1748.7
FOREIGN MADE GOODS MARKED "MADE IN USA" - B&P XXXXX.7
FRAUD - CC 1571 et seq., 1710 et seq.
GAMBLING CONTROL ACT - B&P XXXXX et seq.
ELECTRONIC COMMERCE - CC 1789 et seq.
EMAIL ADVERTISEMENTS - B&P XXXXX et seq., 15 USC 7701 et seq. (CAN SPAM Act)
Sales Disclosures - CC 1102 et seq.
Consumers Legal Remedies Act - CC 1780 et seq
RECLAIMED, RECONDITIONED OR USED GOODS REPRESENTED AS NEW - CC 1770(a)(6), B&P 17531 (includes internet)
Consumer Goods and Services (see Unruh Act)
UNSOLICITED GOODS - CC 1584.5 et seq., 16 CFR Part 425
VIDEO EQUIPMENT REPAIR - B&P 9800 et seq.
All Consumer Products - 16 CFR Part 703
"As Is" Sales - Com. Code 2316
WORTH OR VALUE - B&P XXXXX, CC 1770(a)(13)
Repair, or Replace, or Reimburse Provision - CC 1793.2(d)
in light of all this, my terms and conditions seem more than fair. especially since I am asking this billion dollar corporation to settle by a possible means that will cost nothing to them. even though they have already taken from me.
thank you
for hearing my response.
I look forward to yours.
Final Business Response /* (4000, 18, 2015/03/17) */
We understand how frustrating these issues can be, but once a players account has been permanently banned for violating the terms of use for the game there is nothing we can do to reverse that ban. The terms of use and terms of sale, which are located at the bottom of the Ghost Recon Phantoms website are also available for reference here:
http://legal.ubi.com/en-INTL
With regards to refunds for purchases made in-game, the accidental purchase of items does not constitute a reason to provide a refund. In this situation, there is nothing more that we can do for you.
Final Consumer Response /* (4200, 20, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This responce is way to late from ubisoft. They had a time limit to respond as did I. Their responce was not sent in time. They have not resolved this issue and I have filed a complaint with the ftc since they are the only once that can actually hold ubisoft accountable. Ubisoft has plenty of othernproblems besides this one issue. This is something that is happening with all of their gaming products. It is a shady buisness. With that being said their is nothing more the Revdex.com can do for me. The FTC is taking care of this issue now. Enjoy ubisoft. Your company is going downhill fast and this is one of the reasons why. Also as I have stated before it was not an accidental purchase. It was multiple purchases made in error because their system doesnt display the purchased items properly. So please stop referring to it as an accident on my part. Enjoy your investigation. By the FTC.
Initial Business Response /* (1000, 7, 2015/03/11) */
Hi [redacted],
We are sorry to hear you are having issues with your Real Tone cable. As with any PC device, there are a wide array of issues that may result in less than optimal performance of the Real Tone cable. Our Support Teams have a...
variety of targeted troubleshooting that may assist you in getting the desired performance from this accessory, and would be happy to assist you.
As listed on the back of the Rocksmith 2014 game case, the title is supported for use with Windows Vista, Windows 7, and Windows 8. If you are running one of these Operating Systems which we have advertised as supported, your issue is likely has another cause. Our Support Team was unable to locate an existing Customer Support ticket attached to your email address, so I would encourage you to reach back out to us again. I believe that the best possible resolution to this issue is to enable you to enjoy the game you've purchased, he Team will make sure that you get the most appropriate troubleshooting necessary to get you back into the game.
Thanks for your feedback!
Initial Business Response /* (1000, 5, 2014/11/21) */
We are sorry to hear that your are experiencing issues with the game and not enjoying it the way you had hoped when purchasing the game. Our teams are actively working to resolve the issues reported by players and would encourage you to...
submit support cases for any issue that you are having with the game. You can submit support cases at https://support.ubi.com and we will continue to work with you to try to resolve the issues that you are having. You can keep an eye on the games forums at http://forums.ubi.com for the most up-to-date information regarding patches and the issues that are still being addressed.
With regards to a any refund request, you will have to contact the retailer for any refund in accordance with their return policy. We look forward to you continuing to contact us with any issues that you are encountering so that we can work with you to try to resolve them.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted ubisoft support and they've been unable to fix said issues. In regards to going to my retailer for a refund, which is eb games, I have done just that and there answer was as follows. Due to the game coming with pre order codes for additional content, we are unable to give you a refund. However,I could trade it in for 25$ for in store credit. Why would I trade it in for 25$, when I paid double that? Weather or not I get a refund is up to ubisoft. That said, if my problem is not solved that's okay. I will never purchase another ubisoft product and will make sure that everyone I know or speak to, hears just how terrible ubisoft really is. And that they have no respect for the customers once they've already opened there wallets and handed over 70$ plus dollars for a broken product.
Final Business Response /* (4000, 9, 2014/11/28) */
Please visit the following website to view the latest news on Assassin's Creed Unity and the upcoming patches for the game:
http://assassinscreed.ubi.com/en-us/community/liveupdates/
We are working furiously to resolve any outstanding issues that players are having and encourage you to continue to provide details for any issues that you are experiencing to our support team. We want all of our players to enjoy their experience with our titles and hope that you will continue to be patient while we address any issues affecting your experience.
Initial Business Response /* (1000, 5, 2014/02/05) */
Hello Mr [redacted],
We are sorry to hear that you are still encountering issues with your game. We ran some searches for your email address and have not been able to locate any past history of contacts with our support teams. In order to...
assist you, we will need you to contact our teams directly with details of the problem you have encountered. You can reach our teams at (XXX)XXX-XXXX M - F 9am - 12am EST.
In regards to your request for return and as you have already seen, our refund policy can be found here (http://shop.ubi.com/store?Action=ContentTheme&Env=BASE&Locale=en_US&...⇄ If you are within the guide listed on this page, please feel free to let us know when contacting. Otherwise, we are still more then happy to assist in getting your game up and running with better performance. We thank you for your understanding and hope to hear from you soon.
Final Consumer Response /* (3000, 7, 2014/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their proposed solutions do not address the issue of the false advertising done by the company.
Nor does it address the fact that the moment the customer opens the package; the product becomes unavailable for refund.
Please name for us how this policy is working in the favor of consumer?
Final Business Response /* (4000, 9, 2014/02/18) */
Hello Mr [redacted],
If you are continuing to have performance issues with your game, we will have to ask that you contact our support offices for technical assistance. Our support agents will do their best to assist with your issue. Unfortunately, without doing so there will be nothing we can do to assist with your issue. You can reach our teams and receive assistance with your issue by contacting our offices at (XXX)XXX-XXXX M - F 9am - 12am. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/15) */
Hello Mr [redacted],
Thank you for expressing your concerns over the item that you have purchased. As the previous agent you spoke with mentioned, refunds are not available for download items that have been activated. This policy is also...
outlined on the official shop.ubi.com help pages as well. You have been sent additional suggestions that may help toward getting your game to work. Our teams are also working hard to resolve any currently known issues with the game. If you are continuing to have trouble, please be sure to try the previously sent directions and update your support case with the results. We will be sure to continue assisting you if needed. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns over the game that you have purchased. The issue that you have made reference to is currently under investigation. As new information becomes available, we will be updating everyone...
through http://support.ubi.com and / or the official forums over at http://forums.ubi.com. If you would like more direct assistance, you are welcome to submit an official support ticket by going to http://support.ubi.com and clicking "My Questions". On the following pages, you should be able to submit a question. One of our agents will then get back with you as soon as possible. In regards to refunds, all refunds will need to be handled according to the refund policy at the original place of purchase. Unfortunately we are unable to provide refunds for your item. I hope this helps and we will look forward to assisting with your issue soon. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/07) */
Hello Mr [redacted],
Thank you for expressing your concerns over the item that you have purchased. We are sorry to hear that you have had trouble with your game and would love to assist you with your issue. However this would require you...
to contact our support teams for assistance. While the forums can be a good resource of information and assistance, the forums do not represent the entire body of gamers playing any specific game and thus are not a good representation of amount of users encountering an issue. I can assure you the greater majority of players are indeed playing and enjoying their game.
In regards to refunds, all refunds will need to be handled directly at the place of purchase according to their refund policy. For the refund policy concerning items purchased through the Uplay shop, please visit http://shop.ubi.com. If you would like some direct assistance with the issue you have encountered, you can reach us by phone at (XXX) XXX-XXXX M - F 9am - 12am EST / 12pm - 9pm EST S - S. You can also reach us via email or live chat at http://support.ubi.com. We look forward to hearing from you and assisting with your issue soon. Thank you.
Initial Business Response /* (1000, 5, 2014/11/28) */
We were unable to locate a support case with the email address used to file this complaint. We would encourage you to visit https://support.ubi.com so that you can reach out to our support team so that we can try to resolve any issues...
that you are having with the game.
Unfortunately, we cannot supply a refund for a purchase that has been processed successfully. Below 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&...⇄ /> We look forward to you reaching out to our support team so that we can work with you to try to resolve any issues that you are having.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They launched a broken game and lied about its quality it has made my PlayStation almost over heat and is unplayable because of this.my complaint stands if they need proof of purchase contact Sony I bought this game digitally and I assure you its the last time I buy a ubisoft product.
Final Business Response /* (4000, 9, 2014/12/02) */
We still do not see a support case under the email address on this account and still encourage you to contact our support team by visiting https://support.ubi.com
This will allow us to ensure that any issues you are experiencing are being reported and resolved. If you purchased the game from Sony, any refund request must be directed to them in accordance with the refund policy that you agreed to at the time of purchase.
Once again, we do hope that you will reach out to our support team so that they can try to resolve any issues that you are having. Thank you
Initial Business Response /* (1000, 5, 2014/02/07) */
Hello Mr [redacted],
We are sorry to hear that you are having trouble with your game. At the current time, after searching through our records, we do not see any contact to Ubisoft Technical Support. It may be possible that you have...
contact a different organization or different department within Ubisoft. In regards to the issue you have encountered, you will not be able to activate a second activation key on an account that already has the game activated and installed. From the description of your issue, this sounds like something we may be able to assist with, however we will need you to contact our office directly at (XXX)XXX-XXXX M - F 9am - 12am EST. Please have your key and account available and refer to case number XXXXXXXX as well. We hope to hear from you soon! Thank you for your understanding.
Final Consumer Response /* (2000, 7, 2014/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called the Ubisoft technical support line and, unlike in my first set of exchanges prior to contacting the Revdex.com, was pleased to find that the company representative understood my predicament and worked to find a solution. I now have a functioning piece of software. Thank you.
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi [redacted],
If you are on a console platform, such as an Xbox 360 or PS3, you should be able to play local co-op without any major issues.
In order to play the local cooperative mode on these consoles, you'll need an individual profile...
for both players on the systemone for yourself, and one for your brother.
Once there are two accounts, you should be able to play cooperative split screen in the game by selecting CO-OP from the main menu of the game and having each player select an account.
Split screen co-op is not available on the PC versions of Far Cry 3.
If you have any additional questions or concerns, please do not hesitate to reach out to our support team via support.ubi.com.
Initial Business Response /* (1000, 5, 2015/02/13) */
We understand how frustrating this issue has been for you, and appreciate your reaching out to us. Rest assured, the team is hard at work hand-in-hand with Microsoft to have this issue resolved. Please refer to the following website for...
the must up-to-date information regarding the DLC transfer from the Xbox 360 to the Xbox One:
http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ /> Concerning refunds, you would need to seek a refund from the retailer from which you purchased the content in accordance with their return policy. This particular issue is of high priority to us, and we ask for your patience while we work to resolve this issue for all players and all song packs. We appreciate your patronage and enthusiasm for Rocksmith 2014, and we hope to have your continued patronage in the future. We will continue to work directly with Microsoft to have this issue resolved.
If you have any other questions or concerns, please don't hesitate to reach out to our support teams at support.ubi.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint does not ask for a refund. It asks for a monetary credit or download codes for the content that I still cannot access. Also, I am to assume that they have not looked at my previous support contacts if they are yet again sending me a link to a forum that I had mentioned following from my first submission.