Hello [redacted],I do apologize for any frustration you have experienced, and we appreciate your efforts to troubleshoot with Support. As you have been informed by the Customer Support manager, the minimum and recommended requirements outline the specifications required to run the game; they do not...
guarantee a specific frame rate. It's our understanding based on your interactions with Support that you are running the game at 60 FPS in most areas with a dip in some, which has improved with troubleshooting. We're very sorry that we weren't able to help you get to the performance you were hoping for. Given the time played on this copy of the game as recently as this week, we are unable to offer a refund or other compensation.
Hello [redacted],
I truly apologize for the issues that you have encountered. While we cannot provide a refund for a game that was not purchased with us, we would love to continue to help you troubleshoot this issue. Robert has reached out to you on your case and would like to assist you...
Complaint: [redacted]I am rejecting this response because:
I secured my account exactly as instructed. There was nothing else I could do to secure my account any further. When I was banned a second time it was clear it was in error as it is nearly impossible for my account to be hacked with a new password and 2-step verification active. This is exactly how your team suggested I secure my account. Again, I followed through precisely as instructed. If that method of security was inadequate than that is a failure by support, not me.
I am looking for clarification on how/why I got banned. Since my account was secured as suggested by your support team I would like to know what evidence there is that any cheating occurred and/or my account was insecure. It is very easy for your team to review the activity on my account. Did someone from russia play the game again as before? Was the game ever played again after I secured my account? I know I never even loaded or played the game. Its highly unlikely a foreign party played the game either as my account was secured as instructed. You could see that information if you actually reviewed my case as requested. I'm not asking for information on how you screen for cheating. I'm asking to know when my account was accessed after I secured it. I'm asking for the data and evidence of the ban to be reviewed and explained. This is what happened with the initial ban. I was informed someone with a russian IP was playing the game from my account. Did this happen again?
At this time you have removed my ability to use a product I own with zero evidence, explanation, or reasoning. I have asked to speak with a manager or someone in a position of authority for clarity on the situation and how to get it resolved. Your support team has offered zero assistance, support, or information.
This product is unusable to me and I would like resolution.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/08/05) */
We were able to find your support ticket in our system, thank you for reaching out to the customer service team so that they could be made aware of the issue. We do understand that it is frustrating not to have an item which you purchased. The...
customer support department has escalated your case and the others affected to the development team. The development team is working with Sony to resolve the issue that was identified in the PSN store. We do not have further information to share at this time. In any case, Ubisoft would be unable to provide a refund on behalf of Sony. If you would like to inquire further regarding this, we would recommend contacting Sony directly to inquire about their refund policies. We do appreciate your patience while we work on this as we are vested in a resolution.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/14) */
As of today, 8/6/15, the only contact I have had from the company was a copy of a ticket via email that was opened with my current complaint to Revdex.com. They have not contacted me with a resolution to the issue. The new ticket number is now XXXXXXXX.
Final Business Response /* (4000, 13, 2015/08/19) */
Ubisoft is unable to access Sony's transaction history to provide you with a refund, we are unable to reverse any transaction on Sony's behalf. The next best step is to reach out to Sony support to inquire about their refund policies. In the mean time, we are working with Sony to resolve the identified issue.
Hello [redacted],
I apologize for the inconvenience. The fix that was deployed yesterday should have fully resolved your issue. We are also looking into appropriate in-game compensation for not only you but all affected users. More details will be communicated soon. To check in for updates,...
please feel free to reach out to our customer support team at [redacted]. Thank you!
Initial Business Response /* (1000, 5, 2015/12/04) */
Hello [redacted],
I was very sorry to see that you had a negative experience with your game and I can certainly understand your frustration with the extended length of your issue. After reaching out to our support team, I see that a game which...
had been recently released at the time of your issue (Far Cry 4) was offered and accepted as compensation since we were unable to provide the crew credits. The value of the compensation you received exceeded that which you are requesting here. If you have any questions or if you require assistance with your game, please update your existing case. Our support team will be happy to offer any further help or clarification necessary. Thank you for your feedback and I apologize once again for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again as stated in the communications with you that game was offered in addition to the crew credits.
You can also tell that I didn't even want the game and to this date I haven't even used the code you provided. I'm sure you can verify that.
Final Business Response /* (4000, 9, 2015/12/28) */
Hello [redacted],
I apologize for the confusion surrounding your compensation. The Far Cry 4 game was offered as compensation in place of Crew Credits. Since this was not adequately communicated to you, your support case has been escalated so that additional compensation can be provided. We ask you to please continue to follow up with our support team with any questions or concerns. Thank you!
After reaching out to our support team about your order, it appears that the order was cancelled and funds were not taken from your bank account. We apologize for any inconvenience you experienced. Please don't hesitate to re-open your existing support case if you have any further questions or...
I do apologize for the inconvenience but we do not have that information to give you. Additionally, if we could get the specifics of your ban, this information would not be communicated in order to keep the integrity of our anti-cheat systems. You were informed previously of...
ways of securing your account to prevent any unauthorized access. Due to this, the ban on your account will not be removed. If you have any other questions or concerns, we will be glad to help you out.
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. I was under the impression I would have to pay for the content twice. I was mistaken. Thank you for clearing this up for my. My most humble apologies.Sincerely, [redacted]
Hello [redacted],After reaching out to our support team it has come to our attention that your access to the game has been restored. We hope you're back in and enjoying your game! Thank you for your patience!
Initial Business Response /* (1000, 5, 2015/08/07) */
Hello,
Thank you for reaching out to us for assistance with this issue. I am sorry to hear that you did experience a delay in service.
I have contacted a specialist regarding your original ticket. You should have already received a...
response with a resolution to your case.
If you do have any further concerns or questions, please feel free to let me know or update your ticket directly to speak with a specialist for Ghost Recon Phantoms.
We hope that you continue to enjoy this game as well as other Ubisoft titles!
[redacted]
Senior Lead Support Representative
I truly apologize for the delay in receiving a response. I have reviewed your case and am waiting to hear back about the appeal for your ban. Once I have that information, I will update you on your ticket with us.
Hello [redacted],
The reasoning behind me asking for a video of this occurring is so that we can send that information to the developers of the game. If there is an issue with the update then we would like to have concrete information such as a video in order to recreate the issue. I understand that this must be frustrating for you but I would like you to work with us via your webmail ticket.
Thanks,
[redacted]
Complaint: [redacted]I am rejecting this response because: this is an offer of help and not yet a resolution. I am supplying the information as requested and look forward to a proposed resolution.Sincerely,[redacted]
Hello [redacted],
I am sorry that you have had troubles accessing the additional content. I do not see any cases on your account for this issue. You will need to open up either a support ticket or start a live chat with us and we will be able to add that content for you. You can start a live chat from...
the support.[redacted] website.
If you have any other questions or concerns, please let me know.
Complaint: [redacted]I am rejecting this response because: A) Viking Maps, it's been over a month and with literally 1/3 of the Dominion Game mode maps missing with no ETA on a fix or any word about compensation. I bought the game under the assumption those maps would be available and for the vast majority of the game's release that have not. B) Connectivity, the suggested Solutions included turning off my firewall. I have established after several internet tests I have a NAT type of 2 , 30 mps download and 10 download. This is mores than adequate for any online game. To suggest that I have to turnoff my fire wall when the disconnects and crash stem from the peer to peer system being unable to handle player drop outs is absurd
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
I've opened about 5 or 6 support cases; the common response is a generic one stating that they will fix many bugs when they release an update. My last two cases I've opened, both with video of master mode not working, have not been responded to yet. As of 11/4/2016, a patch for the game was announced and went into effect for Steam. I believe the patch was installed on my computer as songs with a capo now work (a known bug in the original update) however now the game is noticeably slower, and master mode still doesn't work. Like I have said, the best idea for a patch, one that would solve any problem anyone is having, is to roll back the game to when it worked. There is nothing desirable about the Remastered edition at all.
Sincerely,[redacted]
I apologize for the issues that you have run into. I would like to inform you that since this update has been released for the game, there is no way to revert to the older version. I have found your ticket and would like for you to provide a video of the issues that you are...
running into. The case again for your reference is case # [redacted]. Once received, we will be able to properly assess the situation.
Initial Business Response /* (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 need. Your 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 login. If you are still having trouble, there are a number of ways to get in touch with the support team. Phone 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 can. Thank you!
Hello [redacted],I do apologize for any frustration you have experienced, and we appreciate your efforts to troubleshoot with Support. As you have been informed by the Customer Support manager, the minimum and recommended requirements outline the specifications required to run the game; they do not...
guarantee a specific frame rate. It's our understanding based on your interactions with Support that you are running the game at 60 FPS in most areas with a dip in some, which has improved with troubleshooting. We're very sorry that we weren't able to help you get to the performance you were hoping for. Given the time played on this copy of the game as recently as this week, we are unable to offer a refund or other compensation.
Hello [redacted],
I truly apologize for the issues that you have encountered. While we cannot provide a refund for a game that was not purchased with us, we would love to continue to help you troubleshoot this issue. Robert has reached out to you on your case and would like to assist you...
further.
Thanks,
[redacted]
Complaint: [redacted]I am rejecting this response because:
I secured my account exactly as instructed. There was nothing else I could do to secure my account any further. When I was banned a second time it was clear it was in error as it is nearly impossible for my account to be hacked with a new password and 2-step verification active. This is exactly how your team suggested I secure my account. Again, I followed through precisely as instructed. If that method of security was inadequate than that is a failure by support, not me.
I am looking for clarification on how/why I got banned. Since my account was secured as suggested by your support team I would like to know what evidence there is that any cheating occurred and/or my account was insecure. It is very easy for your team to review the activity on my account. Did someone from russia play the game again as before? Was the game ever played again after I secured my account? I know I never even loaded or played the game. Its highly unlikely a foreign party played the game either as my account was secured as instructed. You could see that information if you actually reviewed my case as requested. I'm not asking for information on how you screen for cheating. I'm asking to know when my account was accessed after I secured it. I'm asking for the data and evidence of the ban to be reviewed and explained. This is what happened with the initial ban. I was informed someone with a russian IP was playing the game from my account. Did this happen again?
At this time you have removed my ability to use a product I own with zero evidence, explanation, or reasoning. I have asked to speak with a manager or someone in a position of authority for clarity on the situation and how to get it resolved. Your support team has offered zero assistance, support, or information.
This product is unusable to me and I would like resolution.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/08/05) */
We were able to find your support ticket in our system, thank you for reaching out to the customer service team so that they could be made aware of the issue. We do understand that it is frustrating not to have an item which you purchased. The...
customer support department has escalated your case and the others affected to the development team. The development team is working with Sony to resolve the issue that was identified in the PSN store. We do not have further information to share at this time. In any case, Ubisoft would be unable to provide a refund on behalf of Sony. If you would like to inquire further regarding this, we would recommend contacting Sony directly to inquire about their refund policies. We do appreciate your patience while we work on this as we are vested in a resolution.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/14) */
As of today, 8/6/15, the only contact I have had from the company was a copy of a ticket via email that was opened with my current complaint to Revdex.com. They have not contacted me with a resolution to the issue. The new ticket number is now XXXXXXXX.
Final Business Response /* (4000, 13, 2015/08/19) */
Ubisoft is unable to access Sony's transaction history to provide you with a refund, we are unable to reverse any transaction on Sony's behalf. The next best step is to reach out to Sony support to inquire about their refund policies. In the mean time, we are working with Sony to resolve the identified issue.
Hello [redacted],
I apologize for the inconvenience. The fix that was deployed yesterday should have fully resolved your issue. We are also looking into appropriate in-game compensation for not only you but all affected users. More details will be communicated soon. To check in for updates,...
please feel free to reach out to our customer support team at [redacted]. Thank you!
Initial Business Response /* (1000, 5, 2015/12/04) */
Hello [redacted],
I was very sorry to see that you had a negative experience with your game and I can certainly understand your frustration with the extended length of your issue. After reaching out to our support team, I see that a game which...
had been recently released at the time of your issue (Far Cry 4) was offered and accepted as compensation since we were unable to provide the crew credits. The value of the compensation you received exceeded that which you are requesting here. If you have any questions or if you require assistance with your game, please update your existing case. Our support team will be happy to offer any further help or clarification necessary. Thank you for your feedback and I apologize once again for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again as stated in the communications with you that game was offered in addition to the crew credits.
You can also tell that I didn't even want the game and to this date I haven't even used the code you provided. I'm sure you can verify that.
Final Business Response /* (4000, 9, 2015/12/28) */
Hello [redacted],
I apologize for the confusion surrounding your compensation. The Far Cry 4 game was offered as compensation in place of Crew Credits. Since this was not adequately communicated to you, your support case has been escalated so that additional compensation can be provided. We ask you to please continue to follow up with our support team with any questions or concerns. Thank you!
After reaching out to our support team about your order, it appears that the order was cancelled and funds were not taken from your bank account. We apologize for any inconvenience you experienced. Please don't hesitate to re-open your existing support case if you have any further questions or...
concerns.
Hello [redacted],
I do apologize for the inconvenience but we do not have that information to give you. Additionally, if we could get the specifics of your ban, this information would not be communicated in order to keep the integrity of our anti-cheat systems. You were informed previously of...
ways of securing your account to prevent any unauthorized access. Due to this, the ban on your account will not be removed. If you have any other questions or concerns, we will be glad to help you out.
Regards,
[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. I was under the impression I would have to pay for the content twice. I was mistaken. Thank you for clearing this up for my. My most humble apologies.Sincerely, [redacted]
Hello [redacted],After reaching out to our support team it has come to our attention that your access to the game has been restored. We hope you're back in and enjoying your game! Thank you for your patience!
Initial Business Response /* (1000, 5, 2015/08/07) */
Hello,
Thank you for reaching out to us for assistance with this issue. I am sorry to hear that you did experience a delay in service.
I have contacted a specialist regarding your original ticket. You should have already received a...
response with a resolution to your case.
If you do have any further concerns or questions, please feel free to let me know or update your ticket directly to speak with a specialist for Ghost Recon Phantoms.
We hope that you continue to enjoy this game as well as other Ubisoft titles!
[redacted]
Senior Lead Support Representative
Hello [redacted],
I truly apologize for the delay in receiving a response. I have reviewed your case and am waiting to hear back about the appeal for your ban. Once I have that information, I will update you on your ticket with us.
Regards,
[redacted]
Hello [redacted],
The reasoning behind me asking for a video of this occurring is so that we can send that information to the developers of the game. If there is an issue with the update then we would like to have concrete information such as a video in order to recreate the issue. I understand that this must be frustrating for you but I would like you to work with us via your webmail ticket.
Thanks,
[redacted]
Complaint: [redacted]I am rejecting this response because: this is an offer of help and not yet a resolution. I am supplying the information as requested and look forward to a proposed resolution.Sincerely,[redacted]
Hello [redacted],
I am sorry that you have had troubles accessing the additional content. I do not see any cases on your account for this issue. You will need to open up either a support ticket or start a live chat with us and we will be able to add that content for you. You can start a live chat from...
the support.[redacted] website.
If you have any other questions or concerns, please let me know.
Regards,
[redacted]
Complaint: [redacted]I am rejecting this response because: A) Viking Maps, it's been over a month and with literally 1/3 of the Dominion Game mode maps missing with no ETA on a fix or any word about compensation. I bought the game under the assumption those maps would be available and for the vast majority of the game's release that have not. B) Connectivity, the suggested Solutions included turning off my firewall. I have established after several internet tests I have a NAT type of 2 , 30 mps download and 10 download. This is mores than adequate for any online game. To suggest that I have to turnoff my fire wall when the disconnects and crash stem from the peer to peer system being unable to handle player drop outs is absurd
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
I've opened about 5 or 6 support cases; the common response is a generic one stating that they will fix many bugs when they release an update. My last two cases I've opened, both with video of master mode not working, have not been responded to yet. As of 11/4/2016, a patch for the game was announced and went into effect for Steam. I believe the patch was installed on my computer as songs with a capo now work (a known bug in the original update) however now the game is noticeably slower, and master mode still doesn't work. Like I have said, the best idea for a patch, one that would solve any problem anyone is having, is to roll back the game to when it worked. There is nothing desirable about the Remastered edition at all.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I requested a call back on the phone number I providedSincerely,[redacted]
Hello [redacted],
I apologize for the issues that you have run into. I would like to inform you that since this update has been released for the game, there is no way to revert to the older version. I have found your ticket and would like for you to provide a video of the issues that you are...
running into. The case again for your reference is case # [redacted]. Once received, we will be able to properly assess the situation.
Thank you,
-[redacted]
Initial Business Response /* (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 need. Your 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 login. If you are still having trouble, there are a number of ways to get in touch with the support team. Phone 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 can. Thank you!