Ubisoft Entertainment

Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ We apologize that this date was not advertisedThere are several methods which we may use to resolve your complaintI am personally updating your internal support ticket because both methods require some exchange of personal informationWe hope that you will find the resolution satisfactoryThanks for your patience while we were able to work out a solution to your issue

Initial Business Response / [redacted] (1000, 5, 2014/12/23) */ We were unable to locate a support case using the email associated with this complaintWe would encourage you to reach out to our support team at https://support.ubi.com so that we can accurately report and address any issues that you are having with the gameWe are still working with with other companies to get any DLC transfer issues resolved and you can find the latest updates on the matter on the following forum post: http://forums.ubi.com/showthread.php/XXXXXX-Rocksmith-2014-PlayStation-4-amp-Xbo...⇄ [redacted] Additionally, please make sure that you download the new Jimi Hendrix songs on your next generation console while they are still being made available for free to players on the next generation consolesYou can find further information about that offer here: http://forums.ubi.com/showthread.php/XXXXXX-FAQ-Free-Jimi-Hendrix-DLC-offer We look forward to you reaching out to our support team so that we can continue to work with you and get any ongoing issues resolved as soon as possible Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I haven't put in a ticket doesn't excuse the fact that the company released software that DOES NOT do what was advertisedThe downloadable content issues have not been fixedThere have been no updates on the website since 12-23-Changing the color font of "we're aware there is a problem" and passing the problem off onto microsoft isn't a solution I submitted a ticket, just so I can say that I have, but acting like my ticket is the first time they've been made aware of the problem is just asinineThe threads they have posted regarding the FAQ is NOT a solution threadIt has not been updated with any progress for months, other than changing Dan's font colorIf Ubisoft isn't fixing this issue, and fixing it soon, they should refund the purchase price of the game to everyone who bought it based on their advertisement that it would transfer the previously purchased contentThe software does not do this, it did not on release, and nearly months after release, it STILL does not do itThe company continues to put out new dlc, without addressing the prior dlc issueIt needs to be made a priority, it needs to be fixed, or the money needs to be refunded Final Business Response / [redacted] (4000, 9, 2015/01/11) */ We value each of our players and can only assure you that we are still indeed working to get this matter resolved so that everyone can once again enjoy the DLC that they purchased on the Xbox on their Xbox One Hopefully you are in the group of players that has had this issue completely resolved, but if you still do not have access to all of the songs please remain patientAs you have probably seen, the forum page was last updated on January 6th, and the Rocksmith team will continue to provide updates on this issue until it is completely resolved for all players We appreciate your patronage and do not want to lose it in the futurePlease continue to be patient and this issue will be resolved for you

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Hello ***, Thank you for reaching out with your concernsI checked with our Support Team and they were able to confirm that you have access to the Beta as of September We hope you have been enjoying it We understand your concern regarding the issuance of keysTo offer some clarification, pre-order customers were guaranteed beta access while access for waitlist users is not guaranteed and depends on space and availabilityAt this point, all guaranteed access keys should have been issued and the Beta has been extended to October to allow for more play timeIf 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 gameThanks!

Hello [redacted] ,I apologize for the inconvenience you have experiencedI reached out to the support team and they have escalated your case, which is currently under investigationYour support agent will be following up with you as quickly as possible with further stepsThank you very much for your patience!

Complaint: [redacted] I am rejecting this response because: OK I forgive everything on ONE CONDITIONI need the Shortbows Sports Cap unlocked on my uplay account [redacted] Since it NEVER got unlocked when participating in the alpha for some unexplainable reasonGimme that and we are good 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 / [redacted] (1000, 8, 2014/10/20) */ Sorry to hear that you are having a problem with Rocksmith 2014. We did not find a support case in our system with the [redacted] @gmail.com email address and we would be happy to try to help you troubleshoot the problems that you are... having with the game. Please visit https://support.ubi.com to reach out to us so that we can try to help resolve this problem, as we have had many successful experiences troubleshooting game installations, cable issues, and other problems players have had with this game. For any refund requests, you will need to follow up with the retailer since that is where you entered into a financial agreement in accordance with their return policies. Hopefully you will reach out to our support team and we will be able to resolve this issue for you. Thank you

Initial Business Response / [redacted] (1000, 5, 2014/05/30) */ Hello Mr [redacted] , Thank you for expressing your concern over the level of support received and the game that you have purchasedWe are sorry to hear that you have run into problems with your Uplay account usernameAs mentioned by our previous agent, all sales on digital items are indeed finalThere is a current ongoing issue with the change of usernamesunfortunately we do not have updated information on the status of a fix outside of the fact that is indeed being looked atHowever, I noticed in your ticket that you were provided brand new keys that can be used on an account of your choiceSince we are unable to process username change request, we have offered new keys for your game that will essentially provide the same result (username of your choice and the full game and content that you have purchased)All you will need to do on your end is create a new Uplay accountIf you would like to use the same email, we will be able to make adjustments to the email at your requestUnfortunately, this will be the only option we can offer for this issueIf you have further questions, please feel free to update your original support case with us and one of our agents will be more then happy to assist further Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a deplorable policy, and way to conduct businessIt is beyond me how this is not against the lawI was forced to experience problem after problem, for over a monthBeing strung along the entire time by more than one representative assuring me the problem would be, and at one point, WAS solvedOnly to find out that was NOT the caseI was deceived by UbisoftI was lied to by UbisoftOnce the product was released, and they had my money in their hands they did a complete 180: "Too bad for you, we actually CAN'T and WON'T help youAnd screw you." The fact that they (out of any desire to effectively deal with my issue) simply dumped two new serial numbers on me, to force me into a similar experience with the same application, that they admittedly have not fixed (by the way), is completely unacceptableIf the Revdex.com is unable to assist me in acquiring a completely justifiable refund, my only option will be to pursue a reversal of the charge directly through my bankI will also be seeking legal counsel to pursue a small claims suit against this company Final Business Response / [redacted] (4000, 9, 2014/06/07) */ My Response: Hello, By offering a new key for the game that you have purchased, you will be able to select the username of your choiceThis will grant you the same results that you are currently requestingUnfortunately there have been no further updates regarding the status of changing usernamesThis in no way means that the service is not being worked onIt simply means that this functionality is not available until further noticeWe have sent new keys through your support caseYou are welcome to create an account under the username of your choice and use these keys to activate your game and contentIf you have further questions, please feel free to update your original support case with us and our agents will provide you with any information neededThank you for your understanding Final Consumer Response / [redacted] (4200, 11, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) So, you're ultimately admitting that your company made the conscious decision to NOT fix the issues that I reported, that inhibited me from reaching a point where I could acquire the product you promised to me, that you had already taken my money forAfter I bring this to your attention, and additionally inform you as to how frustrated I had become from it, you then attempt to free yourself of any responsibility from your previous actions, and refuse to help me at allYour solution does nothing but return me to the same position that I was in before I even made the purchase of your productYou violated your own digital purchase agreementYour own website is infested with customers who have clearly indicated that your UPlay (and Watch_Dogs) application, to a large degree, are nearly inoperable in many casesYou, yourself, have admitted that you created the problems with the UPlay application that have made it even less functional than it was prior to the release of Watch_DogsI will not download your softwareI will not use the keys you have sentI will not download or utilize either application, most of all, the one that didn't work in the first placeHowever, since your actions could be easily, legally proven to have demonstrated some degree of commercial theft and/or fraud, my first order of business at this point, will be to attempt a reversal of the charge through my bankIn addition, I will seek legal counsel to pursue any type of case against Ubisoft that will result in some degree of financial impact and inconvenience comparable to what you have forced me to experience - at minimumGood riddanceYou are the worst company I have ever had the dissatisfaction of dealing withI have never, in my life, pursued any action like this with anyone, or any company

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ Thank you for expressing your concerns over the item that you have purchasedThe Online Free Roam mode was not made available for the Xbox or for the PSdue to technical limitations on those platformsThis information was made publicly available before the release of the game and we informed all of the customers that contacted us before making their purchase of the absence of the game mode We would encourage you to contact us prior to making your purchases if you have any questions regarding differences between the various platforms that a game will be released uponEach platform is unique and will usually determine what features may or may not be includedYou 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.com Unfortunately we are unable to provide refunds for items purchased through GamestopAll refunds are handled directly at the place of purchase and according to their refund policyWe apologize for any frustration that this experience has caused youThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Publicly released where? How sure are you that all your consumers were made aware of the discrepancy between the same game on different platformsThere was no proper disclosure on the game casethis does not resolve the issue at allthis is still advertisement and lack of simply printing on the case "no free roam" Final Business Response / [redacted] (4000, 9, 2014/07/07) */ Sorry to see that you are still frustrated by this issueThe game case will typically not list features that are not included and will generally focus on the content that is included with the game Once again, we are always happy to answer any questions you have about our games before you make your purchases and would encourage you to contact us whenever you have concernsThis information was made available on many resources and we will include a link to the following website with one of those: http://blog.ubi.com/watch-dogs-multiplayer-guide/ We are unable to provide refunds for items purchased through GamestopAll refunds are handled directly at the place of purchase and according to their refund policy

Initial Business Response / [redacted] (1000, 11, 2015/10/13) */ Hello ***, I'm very sorry to hear that you have not received your DLCI definitely understand your frustration with the delayOur 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 couponsWe hope you will contact us again to take advantage of one of the options previously offeredNo additional compensation will be made available We appreciate your patronage of The Crew and hope you continue to enjoy the gameWe will work on resolving the issue with your DLC as quickly as possibleIf you have any further questions or concerns, please don't hesitate to contact us at http://support.ubi.com

Initial Business Response / [redacted] (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 addressWe 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 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

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Hello, Thank you for reaching out to us for assistance with this issueI am sorry to hear that you did experience a delay in service I have contacted a specialist regarding your original ticketYou should have already received a response with a resolution to your case If you do have any further concerns or questions, please feel free to let me know or update your ticket directly to speak with a specialist for Ghost Recon Phantoms We hope that you continue to enjoy this game as well as other Ubisoft titles! [redacted] Senior Lead Support Representative

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Hello [redacted] , I'm so sorry to hear that you have had trouble with your game and with finding the support you needYour feedback in this regard is genuinely appreciated I have reached out to our support team to make sure your account is squared away on our end for you to be able to loginIf you are still having trouble, there are a number of ways to get in touch with the support teamPhone contact information and detailed instructions for using the support site can be found in the following FAQ: http://bit.ly/ [redacted] Assistance is also available on our Ubisoft Support Facebook (facebook.com/ubisoftsupport) and Twitter (twitter.com/ubisoftsupport)For the best troubleshooting assistance and follow up I would suggest using the phone or website support Our support team will be standing by to assist you in any way they canThank you!

Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ Sorry to hear that your having difficulties connecting to the online feature in Assassin's Creed UnityWe were unable to locate a support case under the [redacted] @aol.com email addressWe would encourage you to visit https://support.ubi.com so that you can reach out to our support team so that they can work with you to try to resolve any issues that you are havingWe have had many success stories getting these issues resolved for players and we hope that you will also be oneWe look forward to hearing from you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not the only one experiencing this issueUbisoft has even stated that they are "Working on it" to resolve the problem with no solution in sight! Final Business Response / [redacted] (4000, 9, 2014/11/21) */ We take all of our customers feedback seriously, and hope that you will choose to reach out and submit a support case with us so that we can interact with you directlyWe are still working with many players and documenting their issues as thoroughly as possible so that we can continue to update the game Please keep an eye on the games forums at http://forums.ubi.com for the most up-to-date information regarding the updates to the game and issues that are actively being worked onWe hope that you will continue to be patient and work with us to resolve the issues that you are having so you can enjoy the game as much as we would like you toThank you

Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ We were unable to locate a support case in our system with the email address this complaint was filed underWe would encourage you to reach out to our support team so that we can work with you to try to get this matter resolved With these types of promotions, the details regarding shipments can be hard to come by, but we will do our best to try to find out further details for you and to keep you up-to-date about the situationWe look forward to hearing from you, and you can visit https://support.ubi.com to find information about reaching out to us Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried to reach out multiple time to Ubisoft with no resultsPlease provide me the contact information on who I should speak with to resolve this issue and I would be happy to do soSo far Ubisoft support has been a huge failure Final Business Response / [redacted] (4000, 9, 2014/11/28) */ Please visit https://support.ubi.com if you would like to make a support case to get further information about this situationAdditionally, you can call our North American support line if you would prefer, and that contact information can be found on the following website https://support.ubi.com/en-US/faq/9ubisoft-support-contact-information/kAXXXXXXX...⇄ We look forward to hearing from you soonThank you Final Consumer Response / [redacted] (4200, 11, 2014/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) you did not leave me a phone number

Initial Business Response / [redacted] (1000, 5, 2014/11/28) */ We were unable to locate a support case with the email address used to file this complaintWe would encourage you to visit https://support.ubi.com so that you can reach out to our support team so that we can try to resolve any issues that you are having with the game Unfortunately, we cannot supply a refund for a purchase that has been processed successfullyBelow is a link if you have any questions about the Uplay Shop's refund policies http://shop.ubi.com/store?Action=ContentTheme&Env=BASE&Locale=en_US&SiteID=ubina...⇄ We look forward to you reaching out to our support team so that we can work with you to try to resolve any issues that you are having Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They launched a broken game and lied about its quality it has made my PlayStation almost over heat and is unplayable because of this.my complaint stands if they need proof of purchase contact Sony I bought this game digitally and I assure you its the last time I buy a ubisoft product Final Business Response / [redacted] (4000, 9, 2014/12/02) */ We still do not see a support case under the email address on this account and still encourage you to contact our support team by visiting https://support.ubi.com This will allow us to ensure that any issues you are experiencing are being reported and resolvedIf you purchased the game from Sony, any refund request must be directed to them in accordance with the refund policy that you agreed to at the time of purchase Once again, we do hope that you will reach out to our support team so that they can try to resolve any issues that you are havingThank you

Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ Hello Mr ***, Thank you for expressing your concerns over the item you have purchasedWe are sorry to hear that you have run into trouble with your gameAt the current time, our teams are working hard to resolve any reported and known issues with the gameUnfortunately, some issues will take time to resolveAfter checking our database for your ticket history, I see that you have been sent a response from one of our agentsThis response contains information regarding where updated details can be found as they become availablePlease review and keep an eye on the location listed thereWe do apologize for the inconvenience and thank you for your understanding

Initial Business Response / [redacted] (1000, 5, 2015/02/06) */ 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] (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 withWhile 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 itOther 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 supportHowever for the time being I am happy with their response

Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ We are sorry to hear that you are experiencing issues when playing Assassin's Creed UnityWe 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 gamePlease 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 supportedDepending 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 policiesWe look forward to hearing from you so that we can try to assist you furtherThank you

Initial Business Response / [redacted] (1000, 5, 2015/01/13) */ We are sorry to hear that you are having a difficult time contacting our support teamYou can call our support team days a week or you can submit a support case online anytime if you preferPlease 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 possibleThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally got ahold of support