Initial Business Response /* (1000, 5, 2015/01/13) */
We are sorry to hear that you are having a difficult time contacting our support team. You can call our support team 7 days a week or you can submit a support case online anytime if you prefer. Please visit https://support.ubi.com to...
submit a support question regarding this issue and we should be able to assist you.
Please include the activation key that is no longer working in your correspondence so that we can address this issue as quickly as possible. Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally got ahold of support
Initial Business Response /* (1000, 5, 2014/03/05) */
Hello Mr [redacted],
We are sorry to hear that you are unhappy in the circumstances you have encountered. Unfortunately, we are limited in what we can do to assist with this type of problem. Please keep in mind that there are legal...
obligations which need to be met based on region location. Each region may allow certain content that others will not. During the pre-order status of a games life cycle, all terms are subject to change up to the release day. This includes restrictions based on region location. If you have further questions regarding this matter, please feel free to contact our teams directly at (XXX)XXX-XXXX M - F 9am - 12am EST. We will be happy to provide any other needed details with you. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2015/02/06) */
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 /* (2000, 7, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The support ticket has been reopened and responded to in a manner that I am pleased with. While the issue that I had gone to support for has not yet been fixed, the nature and manner of the response suggests that Ubisoft is now acknowledging the problem that I encountered and working to resolve it. Other actions by the support team to show customer appreciation have also helped mend bridges with me, although I would still like to see Ubisoft publicly resolve via press release or pledge to improve their customer support. However for the time being I am happy with their response.
Initial Business Response /* (1000, 5, 2014/02/11) */
We have reviewed the issue that you were having and see that there was an issue with how the shipper (FedEx Smartpost/USPS) processed the shipment from the distributor. Because of the mislabeling by the shipper it created an undeliverable...
address and is now being returned to the distributor for a full refund. Unfortunately with situations like these there is not an ability to reship an order that has been returned. You can expect the refund to be applied back to your account in the next 4 - 5 business days. We sincerely apologize for the inconvenience and thank you for your patience.
Final Consumer Response /* (3000, 7, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not correct that error is made by shipper (FedEx Smartpost/USPS), which I know because of the fact that both order confirmation and shipment confirmation emails I have received missed the streed adress lines, although receipt shows correct address.
Also there is no reasonable explanation why the Ubisoft can not send it again. This issue is totally Ubisoft's error and company is holding my money for extended period of time, and refusing the comply with their part of the sale agreement when the reasons for undelivereble mail are made clear.
Final Business Response /* (4000, 9, 2014/02/18) */
We have looked at your order and unfortunately cannot provide a new purchase through the Uplay Shop at that amount. What we can do however, is we can provide the game through our support offices at the same price. An email will be sent in conjunction with your support ticket with information on the steps that will need to be taken to resolve the issue.
Initial Business Response /* (1000, 5, 2014/11/24) */
We were unable to locate a support ticket about the issue that you are describing under the [redacted]@gmail.com email address. We would encourage you to reach out to us to let us know about any issues that you are having with the game,...
especially after the 1.4.0 patch was released on PC today (November 24th).
You can visit https://support.ubi.com to reach out to our support team if you are still having issues with the game.
With regards to a refund, you will need to contact the retailer since that is where the financial transaction occurred and you will have to work within their refund policy because that is what you agreed to at the time of purchase.
Final Consumer Response /* (2000, 6, 2015/01/06) */
Ubisoft has responded to me and has offered to provide me with their season pass [redacted] This would compensate me for the money I put out initially for their product. However, I may have found a resolution with the company if I take their...
offer but what about the many others that have already confronted Ubisoft about this issue and have just had a company reject their request like they had done to me for so long until I contacted the Revdex.com. I find that even though my personal situation may be rectified, many others have probably been swindled out of their extra $5.
Complaint: [redacted]
I am rejecting this response because:
OK I forgive everything on ONE CONDITION...
I need the Shortbows Sports Cap unlocked on my uplay account [redacted]
Since it NEVER got unlocked when participating in the alpha for some unexplainable reason...
Gimme that and we are good.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/11/17) */
We are sorry to hear that you are experiencing issues when playing Assassin's Creed Unity. We were unable to locate a support case under the [redacted]@gmail.com email address, and would encourage you to contact our support team to see what...
we can try to do to help resolve any issues you are having with the game. Please visit https://support.ubi.com to reach out to our support team so that we can try to work with you.
In the games system requirements, it does state that laptop video cards are not officially supported. Depending upon how powerful the specific laptop is that may not be the problem you are encountering, but we can better assist you once we can get specific details about the problems and the systems configuration.
For any refund requests, you will need to contact the retailer since they are the entity that you entered into a financial agreement with in accordance with their refund policies. We look forward to hearing from you so that we can try to assist you further. Thank you
Initial Business Response /* (1000, 5, 2016/01/04) */
Hello [redacted],
I'm so sorry to see that you have had trouble playing Rainbow Six: Siege. Our goal is always to deliver the best possible gaming experience to our customers. After reaching out to our support team about your case, they...
informed me that you were sent a message with detailed troubleshooting after your phone conversation, but they did not hear back from you. We would like to do everything within our power to resolve any issues you are experiencing so that you can fully enjoy the game you purchased. Please re-open your case with our technical team by logging into http://support.ubi.com and clicking on "My Questions." Be sure to specify which troubleshooting steps you tried and the any details about the issue you are still experiencing, and the team will do whatever they can to help. Thanks!
Initial Business Response /* (1000, 5, 2015/01/13) */
We are sorry to hear that you are having a difficult time contacting our support team. You can call our support team 7 days a week or you can submit a support case online anytime if you prefer. Please visit https://support.ubi.com to...
submit a support question regarding this issue and we should be able to assist you.
Please include the activation key that is no longer working in your correspondence so that we can address this issue as quickly as possible. Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally got ahold of support
Initial Business Response /* (1000, 5, 2014/03/05) */
Hello Mr [redacted],
We are sorry to hear that you are unhappy in the circumstances you have encountered. Unfortunately, we are limited in what we can do to assist with this type of problem. Please keep in mind that there are legal...
obligations which need to be met based on region location. Each region may allow certain content that others will not. During the pre-order status of a games life cycle, all terms are subject to change up to the release day. This includes restrictions based on region location. If you have further questions regarding this matter, please feel free to contact our teams directly at (XXX)XXX-XXXX M - F 9am - 12am EST. We will be happy to provide any other needed details with you. Thank you for your understanding.
Initial Business Response /* (1000, 5, 2015/02/06) */
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 /* (2000, 7, 2015/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The support ticket has been reopened and responded to in a manner that I am pleased with. While the issue that I had gone to support for has not yet been fixed, the nature and manner of the response suggests that Ubisoft is now acknowledging the problem that I encountered and working to resolve it. Other actions by the support team to show customer appreciation have also helped mend bridges with me, although I would still like to see Ubisoft publicly resolve via press release or pledge to improve their customer support. However for the time being I am happy with their response.
Initial Business Response /* (1000, 5, 2014/02/11) */
We have reviewed the issue that you were having and see that there was an issue with how the shipper (FedEx Smartpost/USPS) processed the shipment from the distributor. Because of the mislabeling by the shipper it created an undeliverable...
address and is now being returned to the distributor for a full refund. Unfortunately with situations like these there is not an ability to reship an order that has been returned. You can expect the refund to be applied back to your account in the next 4 - 5 business days. We sincerely apologize for the inconvenience and thank you for your patience.
Final Consumer Response /* (3000, 7, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not correct that error is made by shipper (FedEx Smartpost/USPS), which I know because of the fact that both order confirmation and shipment confirmation emails I have received missed the streed adress lines, although receipt shows correct address.
Also there is no reasonable explanation why the Ubisoft can not send it again. This issue is totally Ubisoft's error and company is holding my money for extended period of time, and refusing the comply with their part of the sale agreement when the reasons for undelivereble mail are made clear.
Final Business Response /* (4000, 9, 2014/02/18) */
We have looked at your order and unfortunately cannot provide a new purchase through the Uplay Shop at that amount. What we can do however, is we can provide the game through our support offices at the same price. An email will be sent in conjunction with your support ticket with information on the steps that will need to be taken to resolve the issue.
Initial Business Response /* (1000, 5, 2014/11/24) */
We were unable to locate a support ticket about the issue that you are describing under the [redacted]@gmail.com email address. We would encourage you to reach out to us to let us know about any issues that you are having with the game,...
especially after the 1.4.0 patch was released on PC today (November 24th).
You can visit https://support.ubi.com to reach out to our support team if you are still having issues with the game.
With regards to a refund, you will need to contact the retailer since that is where the financial transaction occurred and you will have to work within their refund policy because that is what you agreed to at the time of purchase.
Final Consumer Response /* (2000, 6, 2015/01/06) */
Ubisoft has responded to me and has offered to provide me with their season pass [redacted] This would compensate me for the money I put out initially for their product. However, I may have found a resolution with the company if I take their...
offer but what about the many others that have already confronted Ubisoft about this issue and have just had a company reject their request like they had done to me for so long until I contacted the Revdex.com. I find that even though my personal situation may be rectified, many others have probably been swindled out of their extra $5.
Complaint: [redacted]
I am rejecting this response because:
OK I forgive everything on ONE CONDITION...
I need the Shortbows Sports Cap unlocked on my uplay account [redacted]
Since it NEVER got unlocked when participating in the alpha for some unexplainable reason...
Gimme that and we are good.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/11/17) */
We are sorry to hear that you are experiencing issues when playing Assassin's Creed Unity. We were unable to locate a support case under the [redacted]@gmail.com email address, and would encourage you to contact our support team to see what...
we can try to do to help resolve any issues you are having with the game. Please visit https://support.ubi.com to reach out to our support team so that we can try to work with you.
In the games system requirements, it does state that laptop video cards are not officially supported. Depending upon how powerful the specific laptop is that may not be the problem you are encountering, but we can better assist you once we can get specific details about the problems and the systems configuration.
For any refund requests, you will need to contact the retailer since they are the entity that you entered into a financial agreement with in accordance with their refund policies. We look forward to hearing from you so that we can try to assist you further. Thank you
Initial Business Response /* (1000, 5, 2016/01/04) */
Hello [redacted],
I'm so sorry to see that you have had trouble playing Rainbow Six: Siege. Our goal is always to deliver the best possible gaming experience to our customers. After reaching out to our support team about your case, they...
informed me that you were sent a message with detailed troubleshooting after your phone conversation, but they did not hear back from you. We would like to do everything within our power to resolve any issues you are experiencing so that you can fully enjoy the game you purchased. Please re-open your case with our technical team by logging into http://support.ubi.com and clicking on "My Questions." Be sure to specify which troubleshooting steps you tried and the any details about the issue you are still experiencing, and the team will do whatever they can to help. Thanks!