Initial Business Response /* (1000, 5, 2014/11/17) */
Sorry to hear that your having difficulties connecting to the online feature in Assassin's Creed Unity. We were unable to locate a support case under the [redacted]@aol.com email address. We would encourage you to visit...
https://support.ubi.com so that you can reach out to our support team so that they can work with you to try to resolve any issues that you are having. We have had many success stories getting these issues resolved for players and we hope that you will also be one. We look forward to hearing from you.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not the only one experiencing this issue. Ubisoft has even stated that they are "Working on it" to resolve the problem with no solution in sight!
Final Business Response /* (4000, 9, 2014/11/21) */
We take all of our customers feedback seriously, and hope that you will choose to reach out and submit a support case with us so that we can interact with you directly. We are still working with many players and documenting their issues as thoroughly as possible so that we can continue to update the game.
Please keep an eye on the games forums at http://forums.ubi.com for the most up-to-date information regarding the updates to the game and issues that are actively being worked on. We hope that you will continue to be patient and work with us to resolve the issues that you are having so you can enjoy the game as much as we would like you to. Thank you
Initial Business Response /* (1000, 5, 2015/12/04) */
Hello [redacted],
I was very sorry to see that you had a negative experience with your game and I can certainly understand your frustration with the extended length of your issue. After reaching out to our support team, I see that a game...
which had been recently released at the time of your issue (Far Cry 4) was offered and accepted as compensation since we were unable to provide the crew credits. The value of the compensation you received exceeded that which you are requesting here. If you have any questions or if you require assistance with your game, please update your existing case. Our support team will be happy to offer any further help or clarification necessary. Thank you for your feedback and I apologize once again for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again as stated in the communications with you that game was offered in addition to the crew credits.
You can also tell that I didn't even want the game and to this date I haven't even used the code you provided. I'm sure you can verify that.
Final Business Response /* (4000, 9, 2015/12/28) */
Hello [redacted],
I apologize for the confusion surrounding your compensation. The Far Cry 4 game was offered as compensation in place of Crew Credits. Since this was not adequately communicated to you, your support case has been escalated so that additional compensation can be provided. We ask you to please continue to follow up with our support team with any questions or concerns. Thank you!
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns. If you would like more detailed information regarding the issue you have reported, please feel free to submit a support case directly to our teams through http://support.ubi.com....
One of our agents will be able to get back with you as soon as possible with additional information. Unfortunately we are unable to provide refunds for your game. All refunds will need to be handled directly at the place of purchase. If purchased through shop.ubi.com, a full listing of our refund policy can be found on the help pages.
Initial Business Response /* (1000, 5, 2014/12/26) */
We are sorry to hear that you have had such a bad experience with Assassin's Creed Unity. The Assassin's Creed Unity team has been working diligently to resolve the issues that players have reported with the game and will continue to do...
so. We were unable to locate an existing support case with the email used to file this complaint, and we would encourage you to visit https://support.ubi.com so that you can reach out to the support team to ensure that any issues that you are having can be accurately reported and resolved.
With regards to a refund, we do not provide refunds for digital PC downloads. If you purchased the game from another retailer you would need to work with them in accordance with their return policy. You can find the latest information regarding Unity and the updates to the game at the following website:
http://assassinscreed.ubi.com/en-us/community/liveupdates/
Initial Business Response /* (1000, 10, 2015/10/13) */
Hello [redacted],
We're very sorry to hear that you experienced trouble with your in-app purchase. At present, all in-app purchases should be working correctly.
After investigating your specific case, it appears that our support team...
requested more information to process a refund but didn't hear back from you. We hope this means that you were able to complete and enjoy your purchase.
If this issue has not been resolved, please update your existing support case and our team will assist you in any way they can. Thank you!
Initial Consumer Rebuttal /* (3000, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Ubisoft support team did in fact contact me. However, the only way to receive assistance was to log in or create a Ubisoft account on your website. Since this app was able to be purchased without a Ubisoft account, support for the app should be able to be provided without an account as well.
Forcing someone to log in or create an account to receive help should not be allowed. Especially when the product purchased was done so without going through the same steps.
Final Business Response /* (4000, 14, 2015/10/19) */
Hello [redacted],
Thank you for providing additional feedback. Uplay accounts allow us to better track and follow up on issues experienced by our customers. We apologize for any inconvenience or confusion caused by the Uplay account process. We invite you to share any specific concerns or suggestions via our support site to enable us to better serve you and all of our customers in the future. Thank you!
Final Consumer Response /* (4200, 16, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While Uplay accounts may work better for your company, it should not be a requirement for obtaining assistance with an issue. Especially when you sell your product without the need for such account.
The game did not require a Uplay account, so can you provide me with a email address or telephone number where I can receive assistance without an account?
Initial Business Response /* (1000, 5, 2014/12/26) */
We were unable to locate an existing support case under the email address that this complaint was filed under. We would encourage you to visit https://support.ubi.com to reach out to our support team to ensure that any issues that you are...
having can be addressed. We understand how frustrating these issues can be and would like you to refer to the following website to keep up-to-date with the latest information regarding DLC transfers: http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ />
For players on next generation consoles, you can currently download several Jimi Hendrix songs for free and we want to make sure that you take advantage of that before January 31st when the offer will expire and the songs would then need to be purchased. You can find further details about the songs available on the following webpage: http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer-Foru...⇄ />
Sorry again for the frustration that this issue has caused for you and we thank you for your continued patience and understanding while we work to resolve this matter as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not happy with the reply for the simple reason that what was promised at the games launch, ie DLC transfer from xbox 360 to Xbox one, still does not work and it's 29/12/2014, so my £50 worth of songs still can not be used, and this is from the games launch on 7/12/2014.
Final Business Response /* (4000, 9, 2015/01/05) */
We of course apologize for the issues that have arisen with the DLC transfer program, and we will continue to work with our first party partners to get these issues resolved. We do ask that you continue to remain patient while these issues get resolved and to just check the forum site periodically in the meantime to get the latest updates regarding this issue. http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ />
We only want the players of our titles to enjoy their experiences and hope that you do understand that we appreciate your patronage and hope to have you remain a customer with us in the future.
Ubisoft is a money bleeding company who puts out incomplete games, Which include falling through the ground, unable to log on at all due to having certain items, cheating, hacking, and plenty more game breaking bugs. The game is unplayable, they stole 100 dollars from me, have no customer support at all.( I tried to contact them and they told me to google my questions)
NEVER BUY UBISOFT PRODUCTS! THEY HAVE NO GUARANTEES AND NO CUSTOMER SUPPORT!
Initial Business Response /* (1000, 5, 2015/03/12) */
We were able to locate your support case using the email on file with this complaint. We understand how frustrating these types of issues are, as we only want our players to enjoy their experiences with our titles.
The support case on...
file was last updated by you on 2/25 and we would encourage you to update the support case if you are still experiencing this issue. We have passed [redacted] information regarding your account to the development team to investigate and resolve and we need to be able to update them if there is still an issue with your account.
Once again we understand how frustrating it is to not be able to play the game when you have time available to do so and want to confirm that we wish to continue to work with you until this issue has been resolved. We would encourage you to update you existing support case, with case number XXXXXXXX, whenever you get a chance to let us know the current state of the issue you are having. Thank you
Initial Business Response /* (1000, 5, 2014/06/25) */
Thank you for expressing your concerns over the item that you have purchased. The Online Free Roam mode was not made available for the Xbox 360 or for the PS3 due to technical limitations on those platforms. This information was made...
publicly available before the release of the game and we informed all of the customers that contacted us before making their purchase of the absence of the game mode.
We would encourage you to contact us prior to making your purchases if you have any questions regarding differences between the various platforms that a game will be released upon. Each platform is unique and will usually determine what features may or may not be included. 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
Unfortunately we are unable to provide refunds for items purchased through Gamestop. All refunds are handled directly at the place of purchase and according to their refund policy. We apologize for any frustration that this experience has caused you. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Publicly released where? How sure are you that all your consumers were made aware of the discrepancy between the same game on different platforms. There was no proper disclosure on the game case. this does not resolve the issue at all. this is still false advertisement and lack of simply printing on the case "no free roam"
Final Business Response /* (4000, 9, 2014/07/07) */
Sorry to see that you are still frustrated by this issue. The game case will typically not list features that are not included and will generally focus on the content that is included with the game.
Once again, we are always happy to answer any questions you have about our games before you make your purchases and would encourage you to contact us whenever you have concerns. This information was made available on many resources and we will include a link to the following website with one of those:
http://blog.ubi.com/watch-dogs-multiplayer-guide/
We are unable to provide refunds for items purchased through Gamestop. All refunds are handled directly at the place of purchase and according to their refund policy.
Complaint: [redacted]I am rejecting this response because:
Not only did it take them over 2 days to even attempt to get the preorder code working, I had to get a code through another user to be able to access the content that I paid for. Now, the product doesn't work for the online portion and I still am not able to get 100% use of the product that I paid for. I would like to know why the process resulted in me havng to do all of the work on my end and why this company apparently has no control over their preorder process.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for bringing your issue to our attention.
I understand how frustrating it can be to be unable to play a game you love. I have reached out to the appropriate team regarding your request. You should have already been contacted...
by a Ghost Recon Phantoms support specialist with a resolution for your issue via your original ticket.
If you have any questions, please feel free to contact us again or update your ticket to speak directly with a specialist.
We apologize for the inconvenience and appreciate your patience in this matter. I hope that you can continue to enjoy your time with our games!
[redacted]
Senior Lead Support Representative
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Its so sad when you have to take an issue to this point, business like this have they're own support page, have a phone number for customer support, but they don't work.
I will accept the resolution, hoping that this issues stop happening to other users of this products.
Initial Business Response /* (1000, 6, 2015/08/17) */
Hi [redacted],
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our players. With regards to our multiplayer titles, this means we must be keenly vigilant in protecting the integrity of the...
play environment for all users.
I obviously cannot go into detail regarding our methods for detecting hackers and cheaters in our titles, but I can state without hesitation that the this process is held to strict standards and is very reliable.
The Ghost Recon: Phantoms team has seen fit to suspend your account, and have expressed to you that this action is intended to be permanent. We stand by their decision.
Initial Business Response /* (1000, 9, 2015/02/18) */
Dear Mr. [redacted],
We were able to locate your support cases in the customer support system. Your game has been restored and compensation for your lost data has been sent. We apologize for the inconvenience. For inquiries about a...
refund, you will need to contact the retailer from which you purchased the game. We do understand your frustration and would like to further assist you. We ask that you follow up in your support ticket due to the public nature of these Revdex.com responses. The Ubisoft case number for this issue is: XXXXXXXX. We will ensure an agent promptly assists you. Have a great day!
Initial Consumer Rebuttal /* (3000, 12, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did provide some compensation on the form of in game currency, but I do not feel it was completely adequate considering I will never be able to unlock the full potential of a game I have spent $140 on in total. If my game was to be fixed or more in game currency could be provided, then I would see it settled. It took 30+ support phones calls, countless support tickets, and this Revdex.com claim to get someone to start helping me. That in itself requires Ubisoft to pony up a little more help than just slapping a cheap band aid on the situation.
Final Business Response /* (4000, 14, 2015/03/04) */
Thank you for responding. Here at Ubisoft we are all gamers and we understand the feeling of losing game data. Playing through achievements you have already unlocked in any game is frustrating. While the team is working diligently to restore stats, the good news is that we were able to provide you with enough credits to help recover any lost ground and achievements at a potentially faster pace than the two hours that were initially lost. This should also assist you on the rest of your journey through the game as the items you purchase with your credits will add value until you complete the game. We hope this response answers your questions as we always appreciate feedback from our players.
Final Consumer Response /* (4200, 16, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing additionally has been done...... What kind of response is this, I wait weeks and get this kind of response.
Initial Business Response /* (1000, 5, 2014/12/02) */
We were unable to locate a support case under the email address associated with this complaint. Please visit https://support.ubi.com so that you can reach out to our support teams and try to help resolve any issues that you are having...
with the game.
With regards to a refund, you will need to pursue a refund with the retailer you purchased the game from in accordance with their return policy. We look forward to hearing from you and trying to help resolve any issues that you are having.
inconvenience experienced due to this issue. Fixing this has been the top priority for our team, and the patch to do so was deployed today. While we will not be able to refund part or the entirety of your purchase price, we are looking into compensating affected players for the inconvenience. Please feel free to update your existing support case to check for information, which will be shared as it becomes available. Thank you!
Initial Business Response /* (1000, 5, 2015/08/07) */
Hello,
Thank you for reaching out to us for assistance with this issue. I am sorry to hear that you did experience a delay in service.
I have contacted a specialist regarding your original ticket. You should have already received...
a response with a resolution to your case.
If you do have any further concerns or questions, please feel free to let me know or update your ticket directly to speak with a specialist for Ghost Recon Phantoms.
We hope that you continue to enjoy this game as well as other Ubisoft titles!
[redacted]
Senior Lead Support Representative
The Division is a badly broken game. They promised in Open Beta that they had a working top of the line anti-cheating system in place. The game has been out for two months and they openly admit they have none. Zero, zilch, zip, nada, nothing to stop the cheating other then requiring their players to get video of the cheating and to report it. Only don't report it in the forums or they will ban you for reporting it.... stupid.
They do not communicate with the community on their own forums. When they make changes to the game it is purely to draw out the frustration and once a bad decision is made they have too much ego to reverse it.
The PVE game was good. They said the Dark Zone was PVP but it is not. There is no balance to the game so it punishes those who did not cheat to get an early advantage.
You fall through the map, your weapon in game will not reload, server disconnects, horrible lag even if you are on a high end fiber optic ISP, they never mentioned that they not only were going to make you play the game for hours in hopes of getting materials but those materials might disappear when you log out. Players have had their characters deleted by a bug and their response was to just start over.
The game play they showed in the trailer and at E3 in no way matches what we have upon release.
Their forums for the last month and half have been filled with angry players.
There are posts after post from players who have demanded a refund and they refuse. People feel ripped off.
Initial Business Response /* (1000, 5, 2014/12/26) */
We were unable to locate an existing support case with the email address associated with this complaint. We would encourage you to visit https://support.ubi.com so that you can reach out to our support team so they can try to resolve any...
issues that you are having with the game. We understand how frustrating this issue can be and we are working to resolve this issue as soon as possible. Please refer to the following webpage to find the most up-to-date information regarding the DLC transfer: http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ />
You will want to make sure that you download the Jimi Hendrix songs that have been made available for free to players on the next generation consoles before January 31st 2015 as they we no longer be free at that point. You can find further details on the following webpage: http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer-Foru...⇄ />
With regards to a refund, you would need to contact the retailer to pursue a refund in accordance with the return policy that they offer.
Initial Business Response /* (1000, 5, 2014/06/18) */
Hello Mr [redacted],
Thank you for expressing your concerns over the item you have purchased. We are sorry to hear that you have run into trouble with your game. At the current time, our teams are working hard to resolve any reported and...
known issues with the game. Unfortunately, some issues will take time to resolve. After checking our database for your ticket history, I see that you have been sent a response from one of our agents. This response contains information regarding where updated details can be found as they become available. Please review and keep an eye on the location listed there. We do apologize for the inconvenience and thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/10/01) */
Hello Mr [redacted],
We thank you for expressing your concern and reporting your issue to our teams. We have reviewed the support case that you have filled out. As mentioned by the previous agents you have spoke with, your...
complaint has indeed been forwarded to the correct teams for review. Unfortunately, when reporting an issue related to users exploiting or otherwise cheating in-game, the most we can do is get the details of the exploit / cheat to the development team. There is little more we can offer outside of this. We will continue to improve our titles in order to make them enjoyable for all players. If you have any additional concerns, please do not hesitate to let us know. We thank you for your patience.
Final Business Response /* (4000, 12, 2014/10/28) */
We do take these complaints very seriously. We have reported the issue to the development team as soon as your complaint was heard. We appreciate that these situations are frustrating. Be advised the development team's priority list can be extensive and requests to the team may move up or down in priority depending on circumstances surrounding issues, concerns, or bugs. Due to the dynamic nature of social gaming issues can change with new priority levels from week to week or day to day.
Initial Business Response /* (1000, 5, 2014/11/17) */
Sorry to hear that your having difficulties connecting to the online feature in Assassin's Creed Unity. We were unable to locate a support case under the [redacted]@aol.com email address. We would encourage you to visit...
https://support.ubi.com so that you can reach out to our support team so that they can work with you to try to resolve any issues that you are having. We have had many success stories getting these issues resolved for players and we hope that you will also be one. We look forward to hearing from you.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not the only one experiencing this issue. Ubisoft has even stated that they are "Working on it" to resolve the problem with no solution in sight!
Final Business Response /* (4000, 9, 2014/11/21) */
We take all of our customers feedback seriously, and hope that you will choose to reach out and submit a support case with us so that we can interact with you directly. We are still working with many players and documenting their issues as thoroughly as possible so that we can continue to update the game.
Please keep an eye on the games forums at http://forums.ubi.com for the most up-to-date information regarding the updates to the game and issues that are actively being worked on. We hope that you will continue to be patient and work with us to resolve the issues that you are having so you can enjoy the game as much as we would like you to. Thank you
Initial Business Response /* (1000, 5, 2015/12/04) */
Hello [redacted],
I was very sorry to see that you had a negative experience with your game and I can certainly understand your frustration with the extended length of your issue. After reaching out to our support team, I see that a game...
which had been recently released at the time of your issue (Far Cry 4) was offered and accepted as compensation since we were unable to provide the crew credits. The value of the compensation you received exceeded that which you are requesting here. If you have any questions or if you require assistance with your game, please update your existing case. Our support team will be happy to offer any further help or clarification necessary. Thank you for your feedback and I apologize once again for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again as stated in the communications with you that game was offered in addition to the crew credits.
You can also tell that I didn't even want the game and to this date I haven't even used the code you provided. I'm sure you can verify that.
Final Business Response /* (4000, 9, 2015/12/28) */
Hello [redacted],
I apologize for the confusion surrounding your compensation. The Far Cry 4 game was offered as compensation in place of Crew Credits. Since this was not adequately communicated to you, your support case has been escalated so that additional compensation can be provided. We ask you to please continue to follow up with our support team with any questions or concerns. Thank you!
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns. If you would like more detailed information regarding the issue you have reported, please feel free to submit a support case directly to our teams through http://support.ubi.com....
One of our agents will be able to get back with you as soon as possible with additional information. Unfortunately we are unable to provide refunds for your game. All refunds will need to be handled directly at the place of purchase. If purchased through shop.ubi.com, a full listing of our refund policy can be found on the help pages.
Initial Business Response /* (1000, 5, 2014/12/26) */
We are sorry to hear that you have had such a bad experience with Assassin's Creed Unity. The Assassin's Creed Unity team has been working diligently to resolve the issues that players have reported with the game and will continue to do...
so. We were unable to locate an existing support case with the email used to file this complaint, and we would encourage you to visit https://support.ubi.com so that you can reach out to the support team to ensure that any issues that you are having can be accurately reported and resolved.
With regards to a refund, we do not provide refunds for digital PC downloads. If you purchased the game from another retailer you would need to work with them in accordance with their return policy. You can find the latest information regarding Unity and the updates to the game at the following website:
http://assassinscreed.ubi.com/en-us/community/liveupdates/
Initial Business Response /* (1000, 10, 2015/10/13) */
Hello [redacted],
We're very sorry to hear that you experienced trouble with your in-app purchase. At present, all in-app purchases should be working correctly.
After investigating your specific case, it appears that our support team...
requested more information to process a refund but didn't hear back from you. We hope this means that you were able to complete and enjoy your purchase.
If this issue has not been resolved, please update your existing support case and our team will assist you in any way they can. Thank you!
Initial Consumer Rebuttal /* (3000, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Ubisoft support team did in fact contact me. However, the only way to receive assistance was to log in or create a Ubisoft account on your website. Since this app was able to be purchased without a Ubisoft account, support for the app should be able to be provided without an account as well.
Forcing someone to log in or create an account to receive help should not be allowed. Especially when the product purchased was done so without going through the same steps.
Final Business Response /* (4000, 14, 2015/10/19) */
Hello [redacted],
Thank you for providing additional feedback. Uplay accounts allow us to better track and follow up on issues experienced by our customers. We apologize for any inconvenience or confusion caused by the Uplay account process. We invite you to share any specific concerns or suggestions via our support site to enable us to better serve you and all of our customers in the future. Thank you!
Final Consumer Response /* (4200, 16, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While Uplay accounts may work better for your company, it should not be a requirement for obtaining assistance with an issue. Especially when you sell your product without the need for such account.
The game did not require a Uplay account, so can you provide me with a email address or telephone number where I can receive assistance without an account?
Initial Business Response /* (1000, 5, 2014/12/26) */
We were unable to locate an existing support case under the email address that this complaint was filed under. We would encourage you to visit https://support.ubi.com to reach out to our support team to ensure that any issues that you are...
having can be addressed. We understand how frustrating these issues can be and would like you to refer to the following website to keep up-to-date with the latest information regarding DLC transfers:
http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ /> For players on next generation consoles, you can currently download several Jimi Hendrix songs for free and we want to make sure that you take advantage of that before January 31st when the offer will expire and the songs would then need to be purchased. You can find further details about the songs available on the following webpage:
http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer-Foru...⇄ /> Sorry again for the frustration that this issue has caused for you and we thank you for your continued patience and understanding while we work to resolve this matter as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not happy with the reply for the simple reason that what was promised at the games launch, ie DLC transfer from xbox 360 to Xbox one, still does not work and it's 29/12/2014, so my £50 worth of songs still can not be used, and this is from the games launch on 7/12/2014.
Final Business Response /* (4000, 9, 2015/01/05) */
We of course apologize for the issues that have arisen with the DLC transfer program, and we will continue to work with our first party partners to get these issues resolved. We do ask that you continue to remain patient while these issues get resolved and to just check the forum site periodically in the meantime to get the latest updates regarding this issue.
http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ /> We only want the players of our titles to enjoy their experiences and hope that you do understand that we appreciate your patronage and hope to have you remain a customer with us in the future.
Ubisoft is a money bleeding company who puts out incomplete games, Which include falling through the ground, unable to log on at all due to having certain items, cheating, hacking, and plenty more game breaking bugs. The game is unplayable, they stole 100 dollars from me, have no customer support at all.( I tried to contact them and they told me to google my questions)
NEVER BUY UBISOFT PRODUCTS! THEY HAVE NO GUARANTEES AND NO CUSTOMER SUPPORT!
Initial Business Response /* (1000, 5, 2015/03/12) */
We were able to locate your support case using the email on file with this complaint. We understand how frustrating these types of issues are, as we only want our players to enjoy their experiences with our titles.
The support case on...
file was last updated by you on 2/25 and we would encourage you to update the support case if you are still experiencing this issue. We have passed [redacted] information regarding your account to the development team to investigate and resolve and we need to be able to update them if there is still an issue with your account.
Once again we understand how frustrating it is to not be able to play the game when you have time available to do so and want to confirm that we wish to continue to work with you until this issue has been resolved. We would encourage you to update you existing support case, with case number XXXXXXXX, whenever you get a chance to let us know the current state of the issue you are having. Thank you
Initial Business Response /* (1000, 5, 2014/06/25) */
Thank you for expressing your concerns over the item that you have purchased. The Online Free Roam mode was not made available for the Xbox 360 or for the PS3 due to technical limitations on those platforms. This information was made...
publicly available before the release of the game and we informed all of the customers that contacted us before making their purchase of the absence of the game mode.
We would encourage you to contact us prior to making your purchases if you have any questions regarding differences between the various platforms that a game will be released upon. Each platform is unique and will usually determine what features may or may not be included. 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
Unfortunately we are unable to provide refunds for items purchased through Gamestop. All refunds are handled directly at the place of purchase and according to their refund policy. We apologize for any frustration that this experience has caused you. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Publicly released where? How sure are you that all your consumers were made aware of the discrepancy between the same game on different platforms. There was no proper disclosure on the game case. this does not resolve the issue at all. this is still false advertisement and lack of simply printing on the case "no free roam"
Final Business Response /* (4000, 9, 2014/07/07) */
Sorry to see that you are still frustrated by this issue. The game case will typically not list features that are not included and will generally focus on the content that is included with the game.
Once again, we are always happy to answer any questions you have about our games before you make your purchases and would encourage you to contact us whenever you have concerns. This information was made available on many resources and we will include a link to the following website with one of those:
http://blog.ubi.com/watch-dogs-multiplayer-guide/
We are unable to provide refunds for items purchased through Gamestop. All refunds are handled directly at the place of purchase and according to their refund policy.
Complaint: [redacted]I am rejecting this response because:
Not only did it take them over 2 days to even attempt to get the preorder code working, I had to get a code through another user to be able to access the content that I paid for. Now, the product doesn't work for the online portion and I still am not able to get 100% use of the product that I paid for. I would like to know why the process resulted in me havng to do all of the work on my end and why this company apparently has no control over their preorder process.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for bringing your issue to our attention.
I understand how frustrating it can be to be unable to play a game you love. I have reached out to the appropriate team regarding your request. You should have already been contacted...
by a Ghost Recon Phantoms support specialist with a resolution for your issue via your original ticket.
If you have any questions, please feel free to contact us again or update your ticket to speak directly with a specialist.
We apologize for the inconvenience and appreciate your patience in this matter. I hope that you can continue to enjoy your time with our games!
[redacted]
Senior Lead Support Representative
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Its so sad when you have to take an issue to this point, business like this have they're own support page, have a phone number for customer support, but they don't work.
I will accept the resolution, hoping that this issues stop happening to other users of this products.
Initial Business Response /* (1000, 6, 2015/08/17) */
Hi [redacted],
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our players. With regards to our multiplayer titles, this means we must be keenly vigilant in protecting the integrity of the...
play environment for all users.
I obviously cannot go into detail regarding our methods for detecting hackers and cheaters in our titles, but I can state without hesitation that the this process is held to strict standards and is very reliable.
The Ghost Recon: Phantoms team has seen fit to suspend your account, and have expressed to you that this action is intended to be permanent. We stand by their decision.
Initial Business Response /* (1000, 9, 2015/02/18) */
Dear Mr. [redacted],
We were able to locate your support cases in the customer support system. Your game has been restored and compensation for your lost data has been sent. We apologize for the inconvenience. For inquiries about a...
refund, you will need to contact the retailer from which you purchased the game. We do understand your frustration and would like to further assist you. We ask that you follow up in your support ticket due to the public nature of these Revdex.com responses. The Ubisoft case number for this issue is: XXXXXXXX. We will ensure an agent promptly assists you. Have a great day!
Initial Consumer Rebuttal /* (3000, 12, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did provide some compensation on the form of in game currency, but I do not feel it was completely adequate considering I will never be able to unlock the full potential of a game I have spent $140 on in total. If my game was to be fixed or more in game currency could be provided, then I would see it settled. It took 30+ support phones calls, countless support tickets, and this Revdex.com claim to get someone to start helping me. That in itself requires Ubisoft to pony up a little more help than just slapping a cheap band aid on the situation.
Final Business Response /* (4000, 14, 2015/03/04) */
Thank you for responding. Here at Ubisoft we are all gamers and we understand the feeling of losing game data. Playing through achievements you have already unlocked in any game is frustrating. While the team is working diligently to restore stats, the good news is that we were able to provide you with enough credits to help recover any lost ground and achievements at a potentially faster pace than the two hours that were initially lost. This should also assist you on the rest of your journey through the game as the items you purchase with your credits will add value until you complete the game. We hope this response answers your questions as we always appreciate feedback from our players.
Final Consumer Response /* (4200, 16, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing additionally has been done...... What kind of response is this, I wait weeks and get this kind of response.
Initial Business Response /* (1000, 5, 2014/12/02) */
We were unable to locate a support case under the email address associated with this complaint. Please visit https://support.ubi.com so that you can reach out to our support teams and try to help resolve any issues that you are having...
with the game.
With regards to a refund, you will need to pursue a refund with the retailer you purchased the game from in accordance with their return policy. We look forward to hearing from you and trying to help resolve any issues that you are having.
I'm very sorry for the...
inconvenience experienced due to this issue. Fixing this has been the top priority for our team, and the patch to do so was deployed today. While we will not be able to refund part or the entirety of your purchase price, we are looking into compensating affected players for the inconvenience. Please feel free to update your existing support case to check for information, which will be shared as it becomes available. Thank you!
Initial Business Response /* (1000, 5, 2015/08/07) */
Hello,
Thank you for reaching out to us for assistance with this issue. I am sorry to hear that you did experience a delay in service.
I have contacted a specialist regarding your original ticket. You should have already received...
a response with a resolution to your case.
If you do have any further concerns or questions, please feel free to let me know or update your ticket directly to speak with a specialist for Ghost Recon Phantoms.
We hope that you continue to enjoy this game as well as other Ubisoft titles!
[redacted]
Senior Lead Support Representative
The Division is a badly broken game. They promised in Open Beta that they had a working top of the line anti-cheating system in place. The game has been out for two months and they openly admit they have none. Zero, zilch, zip, nada, nothing to stop the cheating other then requiring their players to get video of the cheating and to report it. Only don't report it in the forums or they will ban you for reporting it.... stupid.
They do not communicate with the community on their own forums. When they make changes to the game it is purely to draw out the frustration and once a bad decision is made they have too much ego to reverse it.
The PVE game was good. They said the Dark Zone was PVP but it is not. There is no balance to the game so it punishes those who did not cheat to get an early advantage.
You fall through the map, your weapon in game will not reload, server disconnects, horrible lag even if you are on a high end fiber optic ISP, they never mentioned that they not only were going to make you play the game for hours in hopes of getting materials but those materials might disappear when you log out. Players have had their characters deleted by a bug and their response was to just start over.
The game play they showed in the trailer and at E3 in no way matches what we have upon release.
Their forums for the last month and half have been filled with angry players.
There are posts after post from players who have demanded a refund and they refuse. People feel ripped off.
Initial Business Response /* (1000, 5, 2014/12/26) */
We were unable to locate an existing support case with the email address associated with this complaint. We would encourage you to visit https://support.ubi.com so that you can reach out to our support team so they can try to resolve any...
issues that you are having with the game. We understand how frustrating this issue can be and we are working to resolve this issue as soon as possible. Please refer to the following webpage to find the most up-to-date information regarding the DLC transfer:
http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ /> You will want to make sure that you download the Jimi Hendrix songs that have been made available for free to players on the next generation consoles before January 31st 2015 as they we no longer be free at that point. You can find further details on the following webpage:
http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer-Foru...⇄ /> With regards to a refund, you would need to contact the retailer to pursue a refund in accordance with the return policy that they offer.
Initial Business Response /* (1000, 5, 2014/06/18) */
Hello Mr [redacted],
Thank you for expressing your concerns over the item you have purchased. We are sorry to hear that you have run into trouble with your game. At the current time, our teams are working hard to resolve any reported and...
known issues with the game. Unfortunately, some issues will take time to resolve. After checking our database for your ticket history, I see that you have been sent a response from one of our agents. This response contains information regarding where updated details can be found as they become available. Please review and keep an eye on the location listed there. We do apologize for the inconvenience and thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/10/01) */
Hello Mr [redacted],
We thank you for expressing your concern and reporting your issue to our teams. We have reviewed the support case that you have filled out. As mentioned by the previous agents you have spoke with, your...
complaint has indeed been forwarded to the correct teams for review. Unfortunately, when reporting an issue related to users exploiting or otherwise cheating in-game, the most we can do is get the details of the exploit / cheat to the development team. There is little more we can offer outside of this. We will continue to improve our titles in order to make them enjoyable for all players. If you have any additional concerns, please do not hesitate to let us know. We thank you for your patience.
Final Business Response /* (4000, 12, 2014/10/28) */
We do take these complaints very seriously. We have reported the issue to the development team as soon as your complaint was heard. We appreciate that these situations are frustrating. Be advised the development team's priority list can be extensive and requests to the team may move up or down in priority depending on circumstances surrounding issues, concerns, or bugs. Due to the dynamic nature of social gaming issues can change with new priority levels from week to week or day to day.