Complaint: [redacted]I am rejecting this response because nowhere in that link does it say anything about "recurring events" and aside from frequently (another word for recurrring) talking back to other players in PvP that instigate communication, I do not see how my account would be permanently banned without a one or two week warning. Treating customers like this is unjust when they, and other family members, have had accounts with Ubisoft for long periods of time without issues and is to be noted to the Revdex.com. If the wrongful account termantion is because of my character's name, then I will have to go even further against Ubisoft for being biased towards African Americans with Irish heritage (character name being Black Irish and being permanently banned for having that name).Sincerely,[redacted]
Ubisoft is nothing short of a deceiving borderline criminal company. The Division (their latest title) is broken beyond belief on both console and PC. Hacking, glitching and cheating run rampant throughout their game. They communicate back to the community very little and when they do they flat out lie about what they intend to do. Everyone there needs to be fired. Terrible service and terrible people telling lies to make a buck. Stay away from ANY game they make.
Initial Business Response /* (1000, 5, 2015/02/18) */
We were able to locate an existing support case under the email address with which this complaint was filed.
We have reached out to our support team and asked them to re-open your case and have provided them the details from this...
complaint. Please refer back to case # XXXXXXXX for more information.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not consider this a decent response, from the way their customer service acted, to the fact I entrusted in them to maintain my key in their online service. I will be unsatisfied until I receive the game, free of charge, as I've boughten it already and was told I would not need to maintain the key myself any longer by their agents long ago.
Its a $15 game, to them, its nothing. To me, its a company's stance and response to trust their clients and keep business from them. They have ruined that trust.
Final Business Response /* (4000, 9, 2015/03/03) */
Thank you for your feedback. I know that it can be frustrating to not be able to play a game you have purchased. In this case, we are unable to locate any proof of ownership for this title.
We are happy to assist you in locating the correct account, in order to get you access to your game.
Our second option is to provide a replacement for your game at the standard replacement rate, detailed your ticket.
If you need further assistance with this issue, please contact us back via your support case.
Initial Business Response /* (1000, 5, 2014/12/26) */
We were unable to locate an existing support case associated with the email address used on this complaint. We would encourage you to visit https://support.ubi.com so that you can reach out to our support team and they can try to resolve...
any issues that you are encountering. We understand how frustrating this DLC transfer issue can be and are working diligently to get the issue resolved as soon as possible. Please refer to the following website for 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 new Jimi Hendrix songs before January 31st 2015, as they have been made freely available to next generation console owners until then. You can refer to the following website for more details regarding the Jimi Hendrix songs: http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer-Foru...⇄ />
With regards to a refund, you will need to contact the retailer to pursue a refund in accordance to the terms of sale agreed upon at the time of purchase. We ask that you continue to remain patient while we get this issue resolved, and we hope to have this matter resolved as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an unacceptable response to a multi-user incident and feels like a cookie-cutter response to the amount of people filing complaints due to the lack of progress from the team.
Microsoft representatives have place blame solely on Ubisoft, and Ubisoft is not keeping their customers up to date on the progress. The consumers are upset because content that they paid for is not properly transferring as promised. The game was advertised to allow the transfer of legacy content at no charge to the consumer, but does not.
In case a reminder is needed of the definition of "false advertising":
15 U.S. Code § 52 (a) - It shall be unlawful for any person, partnership, or corporation to disseminate, or cause to be disseminated, any false advertisement(2) By any means, for the purpose of inducing, or which is likely to induce, directly or indirectly, the purchase in or having an effect upon commerce, of food, drugs, devices, services, or cosmetics.
This is not a matter of EULA refund, it is a matter of a company not providing advertised services (with the intent of influencing consumer purchases) in a timely manner. It has been 67 days since the software was released and 109 days since the statement "You will be able to import any DLC you have purchased within the same console family for no additional charge. That is, any DLC you have purchased on Xbox 360 will be downloadable on Xbox One" was made on the support site linked above, "http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xb...⇄ />
The FTC has addressed similar misleading advertising with sanctions to numerous other organizations. See examples here: http://www.ftc.gov/news-events/media-resources/truth-advertising/protecting-cons...⇄ />
I continue to demand a refund, otherwise a formal complaint will be filed with the FTC regarding your unethical (and illegal) advertising practices.
Final Business Response /* (4000, 9, 2015/01/13) */
We were unable to locate a support case under the email address this complaint was filed under. We would encourage you to visit http://support.ubi.com to submit a support case for any issues that you encounter with any of our titles. We understand how frustrating this issue has been and are working to resolve this issue as soon as possible. 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...⇄ />
With regards to a refund, you would need to seek a refund from the retailer where you purchased the game in accordance with their return policy. We ask that you continue to remain patient while we work to resolve this issue for all players and all song packs. We appreciate your patronage and will continue to work with the first-parties to resolve this matter as we hope to have your continued patronage in the future.
Initial Business Response /* (1000, 5, 2015/10/12) */
Hello [redacted],
After investigating your case, the Rocksmith 2014 team was able to confirm that the issue with this DLC has been resolved since the time of your contact. I sincerely apologize for the inconvenience you experienced...
and hope you have been enjoying the songs in the Bon Jovi pack.
If you are still encountering any trouble accessing this DLC, please update your case at http://support.ubi.com under "My Questions." Our support team will do whatever they can to assist you. Thank you!
Initial Business Response /* (1000, 6, 2015/01/10) */
We understand how frustrating this issue has been for you and other players in the same situation. The code that you have inside the game case should be working successfully now.
We love that you and fellow gamers are this passionate...
about your gaming and apologize again for the frustration that this issue has caused. Thank you
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns over the issue that you are currently encountering. As mentioned by the previous agent you have been communicating with, this issue is a top priority for us and currently be worked...
on. At the moment, there are no new updates. However, we will indeed be updating all users with new information as it becomes available. Unfortunately we are unable to provide refunds for the item you have purchased. All refunds will need to be handled directly at the place of purchase according to their own store policy. If you would like additional details regarding your issue, please be sure to visit http://support.ubi.com in order to update your support case with us. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/20) */
Hello Mr [redacted],
We are sorry to hear that you were not happy with the graphical quality of Watch_Dogs. The Watch Dogs dev team is completely dedicated to getting the most out of each platform, so the notion that we would actively...
downgrade quality is contrary to everything we've set out to achieve. We test and optimize our games for each platform on which they're released, striving for the best possible quality. The PC version does indeed contain some old, unused render settings that were deactivated for a variety of reasons, including possible impacts on visual fidelity, stability, performance and overall gameplay quality. Modders are usually creative and passionate players, and while we appreciate their enthusiasm, the mod in question (which uses those old settings) subjectively enhances the game's visual fidelity in certain situations but can also have various negative impacts. Those could range from performance issues, to difficulty in reading the environment in order to appreciate the gameplay, to potentially making the game less enjoyable or even unstable. If you are running into any technical issues with your game we will be glad to help further. Please submit a support request through our website at http://support.ubi.com between the hours of 9am - 12am M - F or 12pm - 9pm S - S. We thank you for your patience and hope to provide you with fun game experiences again in the future.
Initial Business Response /* (1000, 10, 2015/02/18) */
We were able to locate an existing support case under the email address this complaint was filed under. We have reached out to our support team and asked them to re-open your case and have provided them the details from this...
complaint.
Sorry to hear that you have encountered an issue with one of our games and we hope that we can solve this to your satisfaction within a timely manner. You should expect to be contacted from our support team shortly on your original support case. Thank you!
Initial Consumer Rebuttal /* (3000, 14, 2015/02/18) */
And I have answered to them:
Hello Ubisoft Customer Service,
Yes, I have received 210,000 Crew Credits (virtual money) for the game wich I have bought for real money. And that is unacceptable in my opinion. I have manufacturing goods, and if one of my costumers ask for a refund (let's say, he does not like the colour), I have to refund the full price. If I say that is not possible, then I will be sued. And we talk about an online game, that does not work without online connection! And 2 weeks not worked the game on your side, not mine. I ask for refund because it can happen anytime this problem again, and if I want to play whenewer I want, then it should work anytime whan I start the game. And the 210,000 Crew Credits and an appoligize it is not enough for the inconvenience on my side. Please give me a better offer, or I ask for a full refund.
Regards,
[redacted]
Final Consumer Response /* (3000, 19, 2015/02/22) */
Not accept this response. I do not want to deal with this company any more than I have to. Thank you for not helping me and for putting out a game (and other number of games from your company) that contains a multitude of issues that you are failing to fix for your dedicated users.
There's no magical barrier preventing you from giving me something in this situation. You're choosing not to. Which is fine, if that's how you want to handle this, but it reflects very poorly on your company.
As a company, you blatantly deceived your customers and intentionally released an unfinished product knowing it wouldn't meet your customers' expectations and would likely cause people lots of frustration. You should be doing anything and everything you can to make it right for each customer affected to avoid a massive and permanent hit to your image.
I will keep filing Revdex.com complaints until it is settled and I will accept no other suggestions, as that is what has been happening with ubisoft every time I try to get somewhere. I am sick of being pulled in circles. I will take it further if I have to.
And last, but not least what I forgot to mention before. I have bought the Limited Edition of the game at 8 december 2014, with the Mini Cooper S Exclusive Access. I have get the car last week, when the game restarted. You think that this is normal???
I mention again, do not sell games if they not work properly!
Final Business Response /* (4000, 22, 2015/03/09) */
We have reviewed the images you have submitted, and the seem to refer to an error that is unrelated to The Crew directly.
Typically when The Crew services are experiencing issues, you are shown a specific error code, which you can then report to our Support Team for investigation.
The error message in your most recent images seem to be a generalized connectivity error. With that said, I also see that your PS3 is set to NAT Type 2, which is a "Moderate" connection. I believe you will have better success with NAT Type 1, or an "Open" connection.
I have reached out to our Support Team once again so that they may share with you some steps for making this adjustment. Once changed, this setting should enhance your connectivity to all of your PS4 games, not just The Crew.
I apologize for the delayed response, and thanks again for reaching out to us!
Initial Business Response /* (1000, 5, 2015/09/30) */
Hello [redacted],
Thank you for reaching out with your concerns. I checked with our Support Team and they were able to confirm that you have access to the Beta as of September 24. We hope you have been enjoying it.
We understand your...
concern regarding the issuance of keys. To offer some clarification, pre-order customers were guaranteed beta access while access for waitlist users is not guaranteed and depends on space and availability. At this point, all guaranteed access keys should have been issued and the Beta has been extended to October 4 to allow for more play time. If you, or anyone you know, is still waiting on a guaranteed key, please reach out to our support team directly at support.ubi.com and we will get them in game as quickly as possible.
We appreciate your interest in the Beta and hope you'll reach out to us through the support site or the Closed Beta forums with your feedback about the game. Thanks!
Initial Business Response /* (1000, 5, 2014/08/28) */
Dear Mr. [redacted],
I am sorry for any inconvenience that this may be causing. Rest assured we take these situations seriously and will investigate your issue. We have forwarded your concerns to the Development team and are awaiting the...
results of their investigation. Please be patient with us as we look into this issue.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still waiting for my account to be unsuspended and need to know this wont happen again
UPlay is garbage. Please remove this from your games. IP banning for guessing your password too many times, that is insane? And your support people can't unban an IP? I just bought a new game and now will have to wait an hour for my account to be unbanned.
Initial Business Response /* (1000, 5, 2014/03/12) */
Hello Mr. [redacted]
Thank you for expressing your concern with your copy of South Park: Stick of Truth. The items that you have received with your game are indeed correct. If you have found that you do not have access to your in game...
outfits, our support teams will be able to assist with getting the correct replacements. However, we are unable to provide refunds for your game. All refunds are handled directly at the place of purchase and according to their own store policy. If you would like assistance with gaining access to the content that comes with your game, please feel free to contact our technical support offices at (XXX)XXX-XXXX M - F 9am - 12am EST. One of our agents will be happy to take the needed steps to get you the proper content. Thank you for your understanding, and we hope to hear from you soon.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject Ubisoft's proposed resolution as it blatantly ignores the major concerns lifted up. In their response they cite "in game outfits" instead of calling it their Ultimate Fellowship Pack because they clearly understand the misleading advertising involved. Returning the game and getting a refund is not an acceptable solution as I wish to keep the game, I simply do not feel that I or anyone else should have to pay more for their Grand Wizard Edition when they made false promises.
Final Business Response /* (4000, 9, 2014/03/19) */
Hello,
We are sorry to hear that you are not happy with our response, however there is nothing more we can offer for this request. Please understand that any requested refunds will have to be handled directly at the original place of purchase (according to their retail store policy). The Ultimate Fellowship Pack was offered as a pre-order bonus and an item to come with the grand master edition in addition to your figure and statue. This bonus is included in-game as costume found in your homes toy chest. If you are having trouble with accessing these items, please feel free to contact our support office directly. You can reach our office at (XXX)XXX-XXXX M -F 9am - 12am EST. We thank you for your understanding and hope you have a great day!
Final Consumer Response /* (4200, 11, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In both replies Ubisoft has sent so far they have refused to acknowledge what my actual complaint is and have offered absolutely no resolution to it or. They also suggest that they have nothing they can offer to resolve it which is a complete joke. Ubisoft is responsible for their advertising, which is misleading and false in regards to their product as I have demonstrated in my previous responses/complaints. Until Ubisoft either addresses and proves they are not being misleading, or takes steps to apologize to and rectify the situation with those they have already deceived, and then fixes their misleading advertising so as to not fool others into buying something they won't receive, then Ubisoft has not resolved the problem and does NOT deserve their "A+" rating with the Revdex.com. I am disgusted that I cannot even get a reply to my actual complaint. It is as if they cannot read.
Hello [redacted],We have reached out to our technical team to investigate your account, and we were so happy to see that you have been able to play Tom Clancy's The Division many times since contacting us. We hope you're enjoying it! If you still have concerns about your Internet connection or if...
this was regarding another title, our support team would be more than happy to assist you. They are available via live chat during regular business hours. If live chat is offline, please submit a webmail ticket and the team will follow up with you as quickly as possible. Thank you!
Initial Business Response /* (1000, 11, 2015/10/13) */
Hello [redacted],
I'm very sorry to hear that you have not received your DLC. I definitely understand your frustration with the delay. Our support team has escalated your issue and can continue to follow up with you through your support...
question any time you would like an update.
To apologize for the inconvenience, the support team can offer a number of methods of compensation, including specific DLC and coupons. We hope you will contact us again to take advantage of one of the options previously offered. No additional compensation will be made available.
We appreciate your patronage of The Crew and hope you continue to enjoy the game. We will work on resolving the issue with your DLC as quickly as possible. If you have any further questions or concerns, please don't hesitate to contact us at http://support.ubi.com.
Initial Business Response /* (1000, 5, 2014/12/13) */
We were able to locate the support case that you opened regarding an issue that you were having with the game. It appears that you are describing an issue with the gameplay, specifically the crafting tutorial that will introduce you to a...
gameplay mechanic that you will use throughout the rest of the game. We have included a link to our support site below that should help you to progress past this portion of the game. https://support.ubi.com/en-US/FAQ/9/2590/im-stuck-in-the-crafting-and-skills-tut...⇄ />
With regards to a refund, we do not offer product exchanges or refunds for digital PC downloads and that information is included within the Terms of Sale that you must agree to before you can purchase from our site. If you purchased the game from another retailer, you will have to work with them in accordance with the return policy that you agreed to at the time of purchase.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/30) */
Hello [redacted],
We're sorry to see that you have experienced a longstanding issue with one of your trophies. After reaching out to the customer support team, it appears that there is a recent reply from an agent with troubleshooting steps...
about which they have not yet heard from you. We are hoping this means that these steps helped you resolve the issue. If this issue is still outstanding, please update your case with confirmation that you tried the steps and are still experiencing the problem. From there our support team will continue to assist you in any way possible.
Apologies again for the inconvenience. We appreciate your patience and persistence in resolving this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubisoft has sent me a boilerplate response that I have already received and acted upon. Those recommendations have not worked in the past, and not surprisingly, continue to not resolve my gameplay issues.
If Ubisoft is unable or unwilling to locate a non-defective version of this game to replace my defective one; I am willing to send their defective game back to them for a refund of my original purchase price of $49.95 ... and no, I do not have the receipts for this.
This is a reasonable middle-ground response to Ubisoft's continued irresolution to this issue.
Final Business Response /* (4000, 9, 2015/12/17) */
Hello [redacted],
We completely understand your frustration given how long this has been outstanding on your account. Our goal is to do everything within our power to provide a positive outcome for you. Given that your problem is with a PlayStation 3 trophy, it is highly unlikely that a separate copy of the game would accomplish that.
What we can do is communicate thorough details about your issue to our technical team so they can investigate why some PlayStation accounts are affected by this. Working with our support team is the best way to ensure that we have helpful and accurate information about your issue. A refund of a product purchased through another party which you have already played is not possible, however I did request another 50 points be added to your Uplay account to apologize for the inconvenience. You can redeem these points for a variety of rewards on the Uplay website. Thank you!
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could not think of a less satisfactory response than to offer me more worthless UPoints. They are only useful to use to redeem for extra content in games already owned, and during gameplay you are able to earn all the UPoints required to win the extra content you are after. Worthless.
The best solution is for UPlay to send me a non-defective version of their defective game Watchdogs. Or, they could refund my original purchase price seeing that their defective game cannot be played to completion ... which, after all, is the purpose of the game - to finish it. Alternatively, UPlay could offer me additional content that is not available by redeeming their worthless UPlay points. Another alternative would be to give me access to extended game play, such as would be available in the add-on to Watch Dogs, Watch Dogs Bad Blood.
UPlay's determination not to grant reasonable remedy to this very long standing complaint, while they admit the legitimacy of the complaint is frustrating beyond belief. I just as UPlay to do the right thing. If they are not willing to give me a working non-defective version of my game Watch Dogs that I can play to completion, then they should at least send me the add-on game play content available in Watch Dogs Bad Blood. Though this solution is certainly not satisfactory in any degree, it is a resolution I'd be willing to accept given the longstanding nature of their known defective product and UPlay's unwillingness to provide adequate remedy.
Hello [redacted],
I reached out to you on your previous Revdex.com case and advised you to update your ticket with the issue that you were encountering. The reasoning behind the cases being closed is due to our ticketing system. The system will close any ticket that has not been answered in four...
days. An agent has tried to reach out to you on your cases. Please update your case on our support page and we will continue to try and resolve the issue you are encountering. For reference, your case # is [redacted].
Revdex.com:I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
On The Record, the response to the ubi ticket I left closing the case:
"Great, I'm glad things could get worked out, for future reference a faster response time to an issue like this and others would be greatly appreciated by me and the community. I hope we will not have any negative run in's in the future as I take customer support very seriously and it's a direct reflection of any business. I will be closing the Revdex.com complaint and marking this as resolved."Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/01/20) */
We are sorry to hear that you are having an issue with the free game code that you obtained via the Assassin's Creed Unity offer. The website that you are redeem the code on, will provide you with a code for the region you are located in...
when you redeem the code, which is why you obtained the specific code that you did.
We were able to locate your support case and see that you case is still open and being investigated by the support team in your region. We would ask that you remain patient while that team tries to work on a solution for this issue as they will certainly update you once they have further information regarding this situation. Sorry again for the frustration that this has caused you and we hope to have this matter resolved as soon as possible.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally I got a replacement for the wrong code!
Thank you very much Revdex.com for your help
Complaint: [redacted]I am rejecting this response because nowhere in that link does it say anything about "recurring events" and aside from frequently (another word for recurrring) talking back to other players in PvP that instigate communication, I do not see how my account would be permanently banned without a one or two week warning. Treating customers like this is unjust when they, and other family members, have had accounts with Ubisoft for long periods of time without issues and is to be noted to the Revdex.com. If the wrongful account termantion is because of my character's name, then I will have to go even further against Ubisoft for being biased towards African Americans with Irish heritage (character name being Black Irish and being permanently banned for having that name).Sincerely,[redacted]
Ubisoft is nothing short of a deceiving borderline criminal company. The Division (their latest title) is broken beyond belief on both console and PC. Hacking, glitching and cheating run rampant throughout their game. They communicate back to the community very little and when they do they flat out lie about what they intend to do. Everyone there needs to be fired. Terrible service and terrible people telling lies to make a buck. Stay away from ANY game they make.
Initial Business Response /* (1000, 5, 2015/02/18) */
We were able to locate an existing support case under the email address with which this complaint was filed.
We have reached out to our support team and asked them to re-open your case and have provided them the details from this...
complaint. Please refer back to case # XXXXXXXX for more information.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not consider this a decent response, from the way their customer service acted, to the fact I entrusted in them to maintain my key in their online service. I will be unsatisfied until I receive the game, free of charge, as I've boughten it already and was told I would not need to maintain the key myself any longer by their agents long ago.
Its a $15 game, to them, its nothing. To me, its a company's stance and response to trust their clients and keep business from them. They have ruined that trust.
Final Business Response /* (4000, 9, 2015/03/03) */
Thank you for your feedback. I know that it can be frustrating to not be able to play a game you have purchased. In this case, we are unable to locate any proof of ownership for this title.
We are happy to assist you in locating the correct account, in order to get you access to your game.
Our second option is to provide a replacement for your game at the standard replacement rate, detailed your ticket.
If you need further assistance with this issue, please contact us back via your support case.
Initial Business Response /* (1000, 5, 2014/12/26) */
We were unable to locate an existing support case associated with the email address used on this complaint. We would encourage you to visit https://support.ubi.com so that you can reach out to our support team and they can try to resolve...
any issues that you are encountering. We understand how frustrating this DLC transfer issue can be and are working diligently to get the issue resolved as soon as possible. Please refer to the following website for 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 new Jimi Hendrix songs before January 31st 2015, as they have been made freely available to next generation console owners until then. You can refer to the following website for more details regarding the Jimi Hendrix songs:
http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer-Foru...⇄ /> With regards to a refund, you will need to contact the retailer to pursue a refund in accordance to the terms of sale agreed upon at the time of purchase. We ask that you continue to remain patient while we get this issue resolved, and we hope to have this matter resolved as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an unacceptable response to a multi-user incident and feels like a cookie-cutter response to the amount of people filing complaints due to the lack of progress from the team.
Microsoft representatives have place blame solely on Ubisoft, and Ubisoft is not keeping their customers up to date on the progress. The consumers are upset because content that they paid for is not properly transferring as promised. The game was advertised to allow the transfer of legacy content at no charge to the consumer, but does not.
In case a reminder is needed of the definition of "false advertising":
15 U.S. Code § 52 (a) - It shall be unlawful for any person, partnership, or corporation to disseminate, or cause to be disseminated, any false advertisement(2) By any means, for the purpose of inducing, or which is likely to induce, directly or indirectly, the purchase in or having an effect upon commerce, of food, drugs, devices, services, or cosmetics.
This is not a matter of EULA refund, it is a matter of a company not providing advertised services (with the intent of influencing consumer purchases) in a timely manner. It has been 67 days since the software was released and 109 days since the statement "You will be able to import any DLC you have purchased within the same console family for no additional charge. That is, any DLC you have purchased on Xbox 360 will be downloadable on Xbox One" was made on the support site linked above, "http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xb...⇄ /> The FTC has addressed similar misleading advertising with sanctions to numerous other organizations. See examples here: http://www.ftc.gov/news-events/media-resources/truth-advertising/protecting-cons...⇄ /> I continue to demand a refund, otherwise a formal complaint will be filed with the FTC regarding your unethical (and illegal) advertising practices.
Final Business Response /* (4000, 9, 2015/01/13) */
We were unable to locate a support case under the email address this complaint was filed under. We would encourage you to visit http://support.ubi.com to submit a support case for any issues that you encounter with any of our titles. We understand how frustrating this issue has been and are working to resolve this issue as soon as possible. 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...⇄ /> With regards to a refund, you would need to seek a refund from the retailer where you purchased the game in accordance with their return policy. We ask that you continue to remain patient while we work to resolve this issue for all players and all song packs. We appreciate your patronage and will continue to work with the first-parties to resolve this matter as we hope to have your continued patronage in the future.
Initial Business Response /* (1000, 5, 2015/10/12) */
Hello [redacted],
After investigating your case, the Rocksmith 2014 team was able to confirm that the issue with this DLC has been resolved since the time of your contact. I sincerely apologize for the inconvenience you experienced...
and hope you have been enjoying the songs in the Bon Jovi pack.
If you are still encountering any trouble accessing this DLC, please update your case at http://support.ubi.com under "My Questions." Our support team will do whatever they can to assist you. Thank you!
Initial Business Response /* (1000, 6, 2015/01/10) */
We understand how frustrating this issue has been for you and other players in the same situation. The code that you have inside the game case should be working successfully now.
We love that you and fellow gamers are this passionate...
about your gaming and apologize again for the frustration that this issue has caused. Thank you
Initial Business Response /* (1000, 5, 2014/06/14) */
Hello Mr [redacted],
Thank you for expressing your concerns over the issue that you are currently encountering. As mentioned by the previous agent you have been communicating with, this issue is a top priority for us and currently be worked...
on. At the moment, there are no new updates. However, we will indeed be updating all users with new information as it becomes available. Unfortunately we are unable to provide refunds for the item you have purchased. All refunds will need to be handled directly at the place of purchase according to their own store policy. If you would like additional details regarding your issue, please be sure to visit http://support.ubi.com in order to update your support case with us. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2014/06/20) */
Hello Mr [redacted],
We are sorry to hear that you were not happy with the graphical quality of Watch_Dogs. The Watch Dogs dev team is completely dedicated to getting the most out of each platform, so the notion that we would actively...
downgrade quality is contrary to everything we've set out to achieve. We test and optimize our games for each platform on which they're released, striving for the best possible quality. The PC version does indeed contain some old, unused render settings that were deactivated for a variety of reasons, including possible impacts on visual fidelity, stability, performance and overall gameplay quality. Modders are usually creative and passionate players, and while we appreciate their enthusiasm, the mod in question (which uses those old settings) subjectively enhances the game's visual fidelity in certain situations but can also have various negative impacts. Those could range from performance issues, to difficulty in reading the environment in order to appreciate the gameplay, to potentially making the game less enjoyable or even unstable. If you are running into any technical issues with your game we will be glad to help further. Please submit a support request through our website at http://support.ubi.com between the hours of 9am - 12am M - F or 12pm - 9pm S - S. We thank you for your patience and hope to provide you with fun game experiences again in the future.
Initial Business Response /* (1000, 10, 2015/02/18) */
We were able to locate an existing support case under the email address this complaint was filed under. We have reached out to our support team and asked them to re-open your case and have provided them the details from this...
complaint.
Sorry to hear that you have encountered an issue with one of our games and we hope that we can solve this to your satisfaction within a timely manner. You should expect to be contacted from our support team shortly on your original support case. Thank you!
Initial Consumer Rebuttal /* (3000, 14, 2015/02/18) */
And I have answered to them:
Hello Ubisoft Customer Service,
Yes, I have received 210,000 Crew Credits (virtual money) for the game wich I have bought for real money. And that is unacceptable in my opinion. I have manufacturing goods, and if one of my costumers ask for a refund (let's say, he does not like the colour), I have to refund the full price. If I say that is not possible, then I will be sued. And we talk about an online game, that does not work without online connection! And 2 weeks not worked the game on your side, not mine. I ask for refund because it can happen anytime this problem again, and if I want to play whenewer I want, then it should work anytime whan I start the game. And the 210,000 Crew Credits and an appoligize it is not enough for the inconvenience on my side. Please give me a better offer, or I ask for a full refund.
Regards,
[redacted]
Final Consumer Response /* (3000, 19, 2015/02/22) */
Not accept this response. I do not want to deal with this company any more than I have to. Thank you for not helping me and for putting out a game (and other number of games from your company) that contains a multitude of issues that you are failing to fix for your dedicated users.
There's no magical barrier preventing you from giving me something in this situation. You're choosing not to. Which is fine, if that's how you want to handle this, but it reflects very poorly on your company.
As a company, you blatantly deceived your customers and intentionally released an unfinished product knowing it wouldn't meet your customers' expectations and would likely cause people lots of frustration. You should be doing anything and everything you can to make it right for each customer affected to avoid a massive and permanent hit to your image.
I will keep filing Revdex.com complaints until it is settled and I will accept no other suggestions, as that is what has been happening with ubisoft every time I try to get somewhere. I am sick of being pulled in circles. I will take it further if I have to.
And last, but not least what I forgot to mention before. I have bought the Limited Edition of the game at 8 december 2014, with the Mini Cooper S Exclusive Access. I have get the car last week, when the game restarted. You think that this is normal???
I mention again, do not sell games if they not work properly!
Final Business Response /* (4000, 22, 2015/03/09) */
We have reviewed the images you have submitted, and the seem to refer to an error that is unrelated to The Crew directly.
Typically when The Crew services are experiencing issues, you are shown a specific error code, which you can then report to our Support Team for investigation.
The error message in your most recent images seem to be a generalized connectivity error. With that said, I also see that your PS3 is set to NAT Type 2, which is a "Moderate" connection. I believe you will have better success with NAT Type 1, or an "Open" connection.
I have reached out to our Support Team once again so that they may share with you some steps for making this adjustment. Once changed, this setting should enhance your connectivity to all of your PS4 games, not just The Crew.
I apologize for the delayed response, and thanks again for reaching out to us!
Initial Business Response /* (1000, 5, 2015/09/30) */
Hello [redacted],
Thank you for reaching out with your concerns. I checked with our Support Team and they were able to confirm that you have access to the Beta as of September 24. We hope you have been enjoying it.
We understand your...
concern regarding the issuance of keys. To offer some clarification, pre-order customers were guaranteed beta access while access for waitlist users is not guaranteed and depends on space and availability. At this point, all guaranteed access keys should have been issued and the Beta has been extended to October 4 to allow for more play time. If you, or anyone you know, is still waiting on a guaranteed key, please reach out to our support team directly at support.ubi.com and we will get them in game as quickly as possible.
We appreciate your interest in the Beta and hope you'll reach out to us through the support site or the Closed Beta forums with your feedback about the game. Thanks!
Initial Business Response /* (1000, 5, 2014/08/28) */
Dear Mr. [redacted],
I am sorry for any inconvenience that this may be causing. Rest assured we take these situations seriously and will investigate your issue. We have forwarded your concerns to the Development team and are awaiting the...
results of their investigation. Please be patient with us as we look into this issue.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still waiting for my account to be unsuspended and need to know this wont happen again
UPlay is garbage. Please remove this from your games. IP banning for guessing your password too many times, that is insane? And your support people can't unban an IP? I just bought a new game and now will have to wait an hour for my account to be unbanned.
Initial Business Response /* (1000, 5, 2014/03/12) */
Hello Mr. [redacted]
Thank you for expressing your concern with your copy of South Park: Stick of Truth. The items that you have received with your game are indeed correct. If you have found that you do not have access to your in game...
outfits, our support teams will be able to assist with getting the correct replacements. However, we are unable to provide refunds for your game. All refunds are handled directly at the place of purchase and according to their own store policy. If you would like assistance with gaining access to the content that comes with your game, please feel free to contact our technical support offices at (XXX)XXX-XXXX M - F 9am - 12am EST. One of our agents will be happy to take the needed steps to get you the proper content. Thank you for your understanding, and we hope to hear from you soon.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject Ubisoft's proposed resolution as it blatantly ignores the major concerns lifted up. In their response they cite "in game outfits" instead of calling it their Ultimate Fellowship Pack because they clearly understand the misleading advertising involved. Returning the game and getting a refund is not an acceptable solution as I wish to keep the game, I simply do not feel that I or anyone else should have to pay more for their Grand Wizard Edition when they made false promises.
Final Business Response /* (4000, 9, 2014/03/19) */
Hello,
We are sorry to hear that you are not happy with our response, however there is nothing more we can offer for this request. Please understand that any requested refunds will have to be handled directly at the original place of purchase (according to their retail store policy). The Ultimate Fellowship Pack was offered as a pre-order bonus and an item to come with the grand master edition in addition to your figure and statue. This bonus is included in-game as costume found in your homes toy chest. If you are having trouble with accessing these items, please feel free to contact our support office directly. You can reach our office at (XXX)XXX-XXXX M -F 9am - 12am EST. We thank you for your understanding and hope you have a great day!
Final Consumer Response /* (4200, 11, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In both replies Ubisoft has sent so far they have refused to acknowledge what my actual complaint is and have offered absolutely no resolution to it or. They also suggest that they have nothing they can offer to resolve it which is a complete joke. Ubisoft is responsible for their advertising, which is misleading and false in regards to their product as I have demonstrated in my previous responses/complaints. Until Ubisoft either addresses and proves they are not being misleading, or takes steps to apologize to and rectify the situation with those they have already deceived, and then fixes their misleading advertising so as to not fool others into buying something they won't receive, then Ubisoft has not resolved the problem and does NOT deserve their "A+" rating with the Revdex.com. I am disgusted that I cannot even get a reply to my actual complaint. It is as if they cannot read.
Hello [redacted],We have reached out to our technical team to investigate your account, and we were so happy to see that you have been able to play Tom Clancy's The Division many times since contacting us. We hope you're enjoying it! If you still have concerns about your Internet connection or if...
this was regarding another title, our support team would be more than happy to assist you. They are available via live chat during regular business hours. If live chat is offline, please submit a webmail ticket and the team will follow up with you as quickly as possible. Thank you!
Initial Business Response /* (1000, 11, 2015/10/13) */
Hello [redacted],
I'm very sorry to hear that you have not received your DLC. I definitely understand your frustration with the delay. Our support team has escalated your issue and can continue to follow up with you through your support...
question any time you would like an update.
To apologize for the inconvenience, the support team can offer a number of methods of compensation, including specific DLC and coupons. We hope you will contact us again to take advantage of one of the options previously offered. No additional compensation will be made available.
We appreciate your patronage of The Crew and hope you continue to enjoy the game. We will work on resolving the issue with your DLC as quickly as possible. If you have any further questions or concerns, please don't hesitate to contact us at http://support.ubi.com.
Initial Business Response /* (1000, 5, 2014/12/13) */
We were able to locate the support case that you opened regarding an issue that you were having with the game. It appears that you are describing an issue with the gameplay, specifically the crafting tutorial that will introduce you to a...
gameplay mechanic that you will use throughout the rest of the game. We have included a link to our support site below that should help you to progress past this portion of the game.
https://support.ubi.com/en-US/FAQ/9/2590/im-stuck-in-the-crafting-and-skills-tut...⇄ /> With regards to a refund, we do not offer product exchanges or refunds for digital PC downloads and that information is included within the Terms of Sale that you must agree to before you can purchase from our site. If you purchased the game from another retailer, you will have to work with them in accordance with the return policy that you agreed to at the time of purchase.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/30) */
Hello [redacted],
We're sorry to see that you have experienced a longstanding issue with one of your trophies. After reaching out to the customer support team, it appears that there is a recent reply from an agent with troubleshooting steps...
about which they have not yet heard from you. We are hoping this means that these steps helped you resolve the issue. If this issue is still outstanding, please update your case with confirmation that you tried the steps and are still experiencing the problem. From there our support team will continue to assist you in any way possible.
Apologies again for the inconvenience. We appreciate your patience and persistence in resolving this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ubisoft has sent me a boilerplate response that I have already received and acted upon. Those recommendations have not worked in the past, and not surprisingly, continue to not resolve my gameplay issues.
If Ubisoft is unable or unwilling to locate a non-defective version of this game to replace my defective one; I am willing to send their defective game back to them for a refund of my original purchase price of $49.95 ... and no, I do not have the receipts for this.
This is a reasonable middle-ground response to Ubisoft's continued irresolution to this issue.
Final Business Response /* (4000, 9, 2015/12/17) */
Hello [redacted],
We completely understand your frustration given how long this has been outstanding on your account. Our goal is to do everything within our power to provide a positive outcome for you. Given that your problem is with a PlayStation 3 trophy, it is highly unlikely that a separate copy of the game would accomplish that.
What we can do is communicate thorough details about your issue to our technical team so they can investigate why some PlayStation accounts are affected by this. Working with our support team is the best way to ensure that we have helpful and accurate information about your issue. A refund of a product purchased through another party which you have already played is not possible, however I did request another 50 points be added to your Uplay account to apologize for the inconvenience. You can redeem these points for a variety of rewards on the Uplay website. Thank you!
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could not think of a less satisfactory response than to offer me more worthless UPoints. They are only useful to use to redeem for extra content in games already owned, and during gameplay you are able to earn all the UPoints required to win the extra content you are after. Worthless.
The best solution is for UPlay to send me a non-defective version of their defective game Watchdogs. Or, they could refund my original purchase price seeing that their defective game cannot be played to completion ... which, after all, is the purpose of the game - to finish it. Alternatively, UPlay could offer me additional content that is not available by redeeming their worthless UPlay points. Another alternative would be to give me access to extended game play, such as would be available in the add-on to Watch Dogs, Watch Dogs Bad Blood.
UPlay's determination not to grant reasonable remedy to this very long standing complaint, while they admit the legitimacy of the complaint is frustrating beyond belief. I just as UPlay to do the right thing. If they are not willing to give me a working non-defective version of my game Watch Dogs that I can play to completion, then they should at least send me the add-on game play content available in Watch Dogs Bad Blood. Though this solution is certainly not satisfactory in any degree, it is a resolution I'd be willing to accept given the longstanding nature of their known defective product and UPlay's unwillingness to provide adequate remedy.
Hello [redacted],
I reached out to you on your previous Revdex.com case and advised you to update your ticket with the issue that you were encountering. The reasoning behind the cases being closed is due to our ticketing system. The system will close any ticket that has not been answered in four...
days. An agent has tried to reach out to you on your cases. Please update your case on our support page and we will continue to try and resolve the issue you are encountering. For reference, your case # is [redacted].
Revdex.com:I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
On The Record, the response to the ubi ticket I left closing the case:
"Great, I'm glad things could get worked out, for future reference a faster response time to an issue like this and others would be greatly appreciated by me and the community. I hope we will not have any negative run in's in the future as I take customer support very seriously and it's a direct reflection of any business. I will be closing the Revdex.com complaint and marking this as resolved."Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/01/20) */
We are sorry to hear that you are having an issue with the free game code that you obtained via the Assassin's Creed Unity offer. The website that you are redeem the code on, will provide you with a code for the region you are located in...
when you redeem the code, which is why you obtained the specific code that you did.
We were able to locate your support case and see that you case is still open and being investigated by the support team in your region. We would ask that you remain patient while that team tries to work on a solution for this issue as they will certainly update you once they have further information regarding this situation. Sorry again for the frustration that this has caused you and we hope to have this matter resolved as soon as possible.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally I got a replacement for the wrong code!
Thank you very much Revdex.com for your help