Ubisoft Entertainment

Initial Business Response / [redacted] (1000, 5, 2014/12/26) */ We were unable to locate an existing support case under the email address that this complaint was filed underWe 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 addressedWe 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 purchasedYou can find further details about the songs available on the following web 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 / [redacted] (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 to Xbox one, still does not work and it's 29/12/2014, so my £worth of songs still can not be used, and this is from the games launch on 7/12/ Final Business Response / [redacted] (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 resolvedWe 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

Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ Hello Mr [redacted] , We thank you for expressing your concern and reporting your issue to our teamsWe have reviewed the support case that you have filled outAs mentioned by the previous agents you have spoke with, your complaint has indeed been forwarded to the correct teams for reviewUnfortunately, 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 teamThere is little more we can offer outside of thisWe will continue to improve our titles in order to make them enjoyable for all playersIf you have any additional concerns, please do not hesitate to let us knowWe thank you for your patience Final Business Response / [redacted] (4000, 12, 2014/10/28) */ We do take these complaints very seriouslyWe have reported the issue to the development team as soon as your complaint was heardWe appreciate that these situations are frustratingBe 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 bugsDue 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 / [redacted] (1000, 5, 2015/02/13) */ We understand how frustrating this issue has been for you, and appreciate your reaching out to usRest assured, the team is hard at work hand-in-hand with Microsoft to have this issue resolvedPlease refer to the following website for the must up-to-date information regarding the DLC transfer from the Xbox to the Xbox One: http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ Concerning refunds, you would need to seek a refund from the retailer from which you purchased the content in accordance with their return policyThis particular issue is of high priority to us, and we ask for your patience while we work to resolve this issue for all players and all song packsWe appreciate your patronage and enthusiasm for Rocksmith 2014, and we hope to have your continued patronage in the futureWe will continue to work directly with Microsoft to have this issue resolved If you have any other questions or concerns, please don't hesitate to reach out to our support teams at support.ubi.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint does not ask for a refundIt asks for a monetary credit or download codes for the content that I still cannot accessAlso, I am to assume that they have not looked at my previous support contacts if they are yet again sending me a link to a forum that I had mentioned following from my first submission

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 bugsThe game is unplayable, they stole 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 / [redacted] (1000, 5, 2014/06/07) */ Hello Mr [redacted] , Thank you for expressing your concerns over the item that you have purchasedWe are sorry to hear that you have had trouble with your game and would love to assist you with your issueHowever this would require you to contact our support teams for assistanceWhile the forums can be a good resource of information and assistance, the forums do not represent the entire body of gamers playing any specific game and thus are not a good representation of amount of users encountering an issueI can assure you the greater majority of players are indeed playing and enjoying their game In regards to refunds, all refunds will need to be handled directly at the place of purchase according to their refund policyFor the refund policy concerning items purchased through the Uplay shop, please visit http://shop.ubi.comIf you would like some direct assistance with the issue you have encountered, you can reach us by phone at (XXX) XXX-XXXX M - F 9am - 12am EST / 12pm - 9pm EST S - SYou can also reach us via email or live chat at http://support.ubi.comWe look forward to hearing from you and assisting with your issue soonThank you

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Hello [redacted] , I apologize for the inconvenience you experienced with your gameI reached out to the support team about your caseThey informed me that your information was passed [redacted] to the development team for investigation, and steps have been taken to resolve the issues you were encounteringWe can see that you have been able to successfully play quite a bit lately, so we're hoping that recent updates improved your game's performanceA member of the support team will follow up with you on your existing ticket to ensure we are doing everything in our power to provide a quality game experience If you still wish to request a refund, please contact the retailer where you purchased the game for information about their return policy Please don't hesitate to reach out to our support team through the ticketing system with any questions or concernsThanks!

The Division is a badly broken gameThey promised in Open Beta that they had a working top of the line anti-cheating system in placeThe game has been out for two months and they openly admit they have noneZero, zilch, zip, nada, nothing to stop the cheating other then requiring their players to get video of the cheating and to report itOnly don't report it in the forums or they will ban you for reporting itstupid They do not communicate with the community on their own forumsWhen 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 goodThey said the Dark Zone was PVP but it is notThere 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 outPlayers 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 Ein 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 refusePeople feel ripped off

Initial Business Response / [redacted] (1000, 5, 2014/06/14) */ Hello Mr ***, Thank you for expressing your concerns over the game that you have purchasedThe issue that you have made reference to is currently under investigationAs new information becomes available, we will be updating everyone through http://support.ubi.com and / or the official forums over at http://forums.ubi.comIf you would like more direct assistance, you are welcome to submit an official support ticket by going to http://support.ubi.com and clicking "My Questions"On the following pages, you should be able to submit a questionOne of our agents will then get back with you as soon as possibleIn regards to refunds, all refunds will need to be handled according to the refund policy at the original place of purchaseUnfortunately we are unable to provide refunds for your itemI hope this helps and we will look forward to assisting with your issue soonThank you for your understanding

I'm very sorry for the inconvenience experienced due to this issueFixing this has been the top priority for our team, and the patch to do so was deployed todayWhile we will not be able to refund part or the entirety of your purchase price, we are looking into compensating affected players for the inconveniencePlease feel free to update your existing support case to check for information, which will be shared as it becomes availableThank you!

Initial Business Response / [redacted] (1000, 10, 2015/10/13) */ Hello ***, We're very sorry to hear that you experienced trouble with your in-app purchaseAt 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 youWe 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 canThank you! Initial Consumer Rebuttal / [redacted] (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 meHowever, the only way to receive assistance was to log in or create a Ubisoft account on your websiteSince 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 allowedEspecially when the product purchased was done so without going through the same steps Final Business Response / [redacted] (4000, 14, 2015/10/19) */ Hello ***, Thank you for providing additional feedbackUplay accounts allow us to better track and follow up on issues experienced by our customersWe apologize for any inconvenience or confusion caused by the Uplay account processWe 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 futureThank you! Final Consumer Response / [redacted] (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 issueEspecially 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 / [redacted] (1000, 5, 2014/08/28) */ We appreciate your concern about this issueWe also understand that this has been frustrating for youUnfortunately, as the publisher we do not have the capability of offering a refundWe did not collect, nor can we access your financial information or paymentThe refund would need to be provided by the company to which you gave the money, congruous to their return and replacement policies We are also unable to provide you with the season pass [redacted] DLC at no costHowever, we are in communication internally about this issueUnfortunately, we do not have a release date for online multi-player but the good news is that online multi-player is comingWe will make sure your Ubisoft support ticket gets an update as soon as we have more information Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The publisher is responsible for the marketing of the product, so my complaint falls within the publisher's domain of controlThe retailer does not bear the responsibility for claims made by the publisher The option of DLC I provided was offered as a friendly gesture to avoid the necessity of a financial transactionThat offer is now rescinded I offer Ubisoft the option of purchasing and providing me with Xbox Live code(s) which would equal or exceed $Canadian, as a reasonable means of providing restitutionThe code can be provided through e-mail Ubisoft has failed to act in good faith towards a customer with respect to an error made on their part, failed to accept responsibility for that error, and avoided even the attempt of a reasonable reconciliation As a result, I will urge the Revdex.com to consider this case in concordance with their member policies, as well as contact the relevant Canadian Consumer Protection services upon completion of this complaint process

Initial Business Response / [redacted] (1000, 5, 2014/02/07) */ Hello Mr ***, We are sorry to hear that you are unhappy with the item you are currently playingAs mentioned by our support agent that you have previously spoke with, the terms of use for your item will state the following "UBISOFT reserves the right to change, modify, add, or delete clauses in these Terms at any time, in accordance with the procedures described below in article The "Last Updated" date at the top of these Terms will indicate when the latest modifications were madeBy continuing to access and use the Services after these Terms have been modified, you are agreeing to such modifications." If you are currently experiencing a technical issue with your game, one of our representatives will be able to assist you directly by calling (XXX)XXX-XXXX M - F 9am - 12am ESTHowever, we unfortunately are unable to offer refunds under these termsWe hope you will continue to enjoy your item, and please let us know if you have any further troubleThank you Final Consumer Response / [redacted] (4200, 11, 2014/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ubisoft completely failed to respond to the core of my complaintUbisoft was informed not only of the nature of the dispute but also why it's position is legally untenableUbisoft offered nothing in the way of resolving this matterIt is clear that Ubisoft could care less whether it's actions violate applicable (and previously cited) law in it's home stateThe response is far from satisfactory and shows that Ubisoft has operated and continues to operate in bad faith Final Business Response / [redacted] (4000, 9, 2014/02/18) */ Hello Mr ***, Thank you for your responseUnfortunately there is nothing more we can offer for your complaintOur support agents are happy to assist with any issues you may have, however we are unable to offer refunds in this instanceWe are sorry for any inconvenience and hope that you will be able to enjoy your itemIf you have additional questions, please feel to contact our offices directly at (XXX)XXX-XXXX M -F 9am - 12amThank you for your understanding

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ We were able to locate an existing support case for this issue using the email address associated with this complaintWe understand how frustrating it can be to purchase mystery boxes and not obtain an extraordinary prize, but that is the nature of the purchase that is being madeThe mystery boxes, specifically the platinum mystery boxes, do have a chance to unlock legendary items but that is not guaranteed when purchasing the mystery boxesFor further details regarding the nature of mystery boxes in this game, you can review the information listed on the following website: http:// [redacted] You have mentioned a problem with the responses for your original case and those timestamps have been provided below: -Original Case Created: 4/21/XXXX XX:XX AM -Agent Response: 4/23/XXXX X:XX AM -Secondary Case Created: 4/27/XXXX X:XX AM -Original Case Updated: 4/27/XXXX XX:XX AM -Secondary Case Closed as a duplicate incident: 4/27/XXXX X:XX PM -Agent Response: 4/28/XXXX X:XX AM As part of the support process, your second case was closed as a duplicate incident but was not deletedThis allows the support team to continue to work with you on the original case without having the information scattered amongst multiple casesWe will try to make sure that when duplicate incidents are closed before a response is made on the original case, that our players are updated regarding the duplicate closure to try to prevent further frustration With regards to a refund for the mystery boxes that you purchased, we cannot provide refunds for those items as all sales are final with these purchasesWe of course hope that you will continue to enjoy playing GRP and would encourage you to contact us before making any purchases in the future if you have any questions as to the type of item you are purchasing or the chance of winning you will have when purchasing items that have a random distribution associated with them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ubisoft is not honest, you failed to speak of the date on the ticket to make it look like you replied in time while you were ignoring, until I said I was sending a complaint, I have pictures and email, also you imply here and in your advertising a random and fair chance of receiving the items advertisedYour system is orchestrated to take advantage of your players, the advertising falseAs I have observed the items generated are not random, and top tier items are impossible to attain without at least having the three characters at maximum rankIf I were to open another slew of boxes while staggeringly ranking up the lesser characters the same thing would occur with items in rank with character rank and going to the lowest ranked character, any items to the top ranked would be useless and only cosmetic in naturePerhaps I should do this and record it to show other players the non-random system you have setupYou could be fair and give the resolution here and change your system, if not then others are going to be aware when they see for themselves how you treat loyal gamersFollowing this complaint I shall write an honest review of your game, service, advertisement, and my observationsMore and more people each day are becoming angry and en-fumed with ubisoft's behavior, you really should change now before you lose every gamer in the future Final Business Response / [redacted] (4000, 9, 2015/05/20) */ We included the timestamps from your support case in our last response to address the concern regarding when the agent first responded to your caseThe agent that responded to your initial case made their response on 4/and we are sorry to hear that this response did not reach you on that dayIf there was some technical issue that slowed the delivery of when this response arrived at your email address, that can be investigated further as we have submitted your information to another team to review We are sorry to hear that you feel that this mystery box system is unfair, but it is a random distribution of unlocks with the legendary items being the rarest of the rareWe would encourage you to review the game and provide your feedback regarding any and all aspects of the game, as we have always welcomed players feedback and will continue to do so We cannot provide you with different items because you were dissatisfied with the items that you unlockedDoing so would be unfair to other players that have not gotten the items they wanted and also unfair to the players that did get the items that they wantedSorry for all of the frustration that this issue has caused you and we do hope that you will continue to enjoy this game and many other games in the future

Initial Business Response / [redacted] (1000, 5, 2014/06/14) */ Hello Mr [redacted] , Thank you for expressing your concerns over the copy of Watch Dogs you have purchasedUnfortunately we are unable to provide refunds for your itemAll refunds will need to be handled according to the store policy of the retail location you have purchased fromIf you are continuing to have trouble with your game, the best option for assistance and updates would be to submit an official support request through http://support.ubi.comBy doing so, one of our agents will be able to provide some direct assistance and details regarding the status of your issueThank you for your understanding and we hope to hear from you soon

Initial Business Response / [redacted] (1000, 5, 2014/06/14) */ Hello Mr [redacted] , Thank you for expressing your concern for the game that you have purchasedAt the current time, any issues reported are being sent direct to our teams and under investigationAt that point, our teams will work to resolve these issues, however this does not guarantee a certain time that updates will be reported through the forumsOnce any issues have been reported and fully solved, we will be sure to post updates via http://forums.ubi.com and / or http://support.ubi.comYou may also submit a support case through support.ubi.com and one of our agents will reply to you as soon as possibleWe apologize for the inconvenience and hope to assist you further in the future

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 encounteringThe reasoning behind the cases being closed is due to our ticketing systemThe system will close any ticket that has not been answered in four daysAn agent has tried to reach out to you on your casesPlease update your case on our support page and we will continue to try and resolve the issue you are encounteringFor reference, your case # is [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/02/14) */ We were able to locate the support case that you had created regarding this issue based upon the details in this complaintUnfortunately, the processor in your PC does fall below the minimum processor that is required by the game, which may cause the game to not run correctly or not at all That being said, you were not provided with some general troubleshooting steps that may be useful for someone in your situation, and we apologize for thatWe have reached out to our support team to have your case and how it was handled reviewedAdditionally, we have requested that they provide you with some additional troubleshooting steps that may help to get the game to run on you PCWe appreciate your patience thus far and you should expect an update from our support team soon

Initial Business Response / [redacted] (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 distributorBecause of the mislabeling by the shipper it created an undeliverable address and is now being returned to the distributor for a full refundUnfortunately with situations like these there is not an ability to reship an order that has been returnedYou can expect the refund to be applied back to your account in the next - business daysWe sincerely apologize for the inconvenience and thank you for your patience Final Consumer Response / [redacted] (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 againThis 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 / [redacted] (4000, 9, 2014/02/18) */ We have looked at your order and unfortunately cannot provide a new purchase through the Uplay Shop at that amountWhat we can do however, is we can provide the game through our support offices at the same priceAn 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 / [redacted] (1000, 5, 2014/07/30) */ Hello [redacted] There is a set time limit on item replacements or in game currency refundsGenerally, Ghost Recon Phantoms does not offer monetary refunds on digital purchasesFor reference our terms of sale are located here: http://legal.ubi.com/termsofsales/en-US/ We do offer descriptors for stats and class for our in-game itemsThere is a full list on the tool tips for all weapons and armor However, after reviewing your interactions we are sending your account to be reconciledYou were offered GC and we will make good on our promise You should expect to find the determined amount GC in your account soonWe apologize for your negative experience and hope that you will consider future purchases Be advised, this is an exceptional incident and this replacement does not reflect general practicePlease be cautious and read the tool-tips for items in the future Have a great day! Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) That's all I wanted, thanks

Initial Business Response / [redacted] (1000, 10, 2015/02/18) */ We were able to locate an existing support case under the email address this complaint was filed underWe 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 mannerYou should expect to be contacted from our support team shortly on your original support caseThank you! Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/02/18) */ And I have answered to them: Hello Ubisoft Customer Service, Yes, I have received 210,Crew Credits (virtual money) for the game wich I have bought for real moneyAnd that is unacceptable in my opinionI 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 priceIf I say that is not possible, then I will be suedAnd we talk about an online game, that does not work without online connection! And weeks not worked the game on your side, not mineI 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 gameAnd the 210,Crew Credits and an appoligize it is not enough for the inconvenience on my sidePlease give me a better offer, or I ask for a full refund Regards, [redacted] Final Consumer Response / [redacted] (3000, 19, 2015/02/22) */ Not accept this responseI do not want to deal with this company any more than I have toThank 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 situationYou're choosing not toWhich 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 frustrationYou 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 somewhereI am sick of being pulled in circlesI will take it further if I have to And last, but not least what I forgot to mention beforeI have bought the Limited Edition of the game at december 2014, with the Mini Cooper S Exclusive AccessI have get the car last week, when the game restartedYou think that this is normal??? I mention again, do not sell games if they not work properly! Final Business Response / [redacted] (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 errorWith that said, I also see that your PSis set to NAT Type 2, which is a "Moderate" connectionI 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 adjustmentOnce changed, this setting should enhance your connectivity to all of your PSgames, not just The Crew I apologize for the delayed response, and thanks again for reaching out to us!