Hello ***,
I sincerely apologize for the inconvenienceWe have responded to your case with a key for the gamePlease let us know via your case if you have any issues with activating the key
Thank you,
***
Initial Business Response /* (1000, 5, 2015/11/30) */
Hello ***,
We are sincerely sorry for any confusion or distress you have experienced connected to the release of The Crew Wild Run expansionThe items included in the Season Pass *** listed upon the game's release and are as
follows:
- Extreme Car Pack
- Speed Car Pack
- Vintage Car Pack
- Raid car Pack
- McLaren 12C
- Ferrari Speciale
- extra tuning kits
- Access to all official paint-jobs and rims
- Exclusive sticker with each DLC pack
The Season Pass *** early access to included DLC and costs less than purchasing each individual piece on its own
Wild Run is a full expansion to the game and was not included in the promised Season Pass *** Future content that was not listed when the Season Pass *** released is not included
We hope this clears up any misunderstanding about the Season Pass *** If you still have questions or concerns, we welcome you to contact us again via the support website and we will do whatever we can to address themTake care!
Hello ***,
I have located the case that you have with us and do see the amount of correspondence and the effort that you have already shownEarlier today at 3pm, your case was updated by the agent working on that case with troubleshooting steps for you to tryPlease try those and then
update your case with us and we will gladly continue to assist youFor reference your case # is ***
Initial Business Response /* (1000, 6, 2015/08/17) */
Hi ***,
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our playersWith regards to our multiplayer titles, this means we must be keenly vigilant in protecting the integrity of the play
environment for all users
I obviously cannot go into detail regarding our methods for detecting hackers and cheaters in our titles, but I can state without hesitation that the this process is held to strict standards and is very reliable
The Ghost Recon: Phantoms team has seen fit to suspend your account, and have expressed to you that this action is intended to be permanentWe stand by their decision
Initial Business Response /* (1000, 6, 2015/12/28) */
Hello ***,
Thank you so much for reaching out to us, communication from our players is extremely helpful in our efforts to continually improve our games, services, and support
I was so glad to hear from the support team that they were
ultimately able to help you with your issueWe hope you continue to enjoy the gameThanks again and take care!
Initial Consumer Rebuttal /* (2000, 8, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business gave me a single day of experience bonus for the troubles
"I was so glad to hear from the support team that they were ultimately able to help you with your issueWe hope you continue to enjoy the gameThanks again and take care!"
The support team did nothing to fix my issue personally, and I still strongly believe that Ubisoft needs to work on products more prior to release
Ubisoft does a good job at responding to complaints, But fixing is another story
I accept the response and wish to close my case with the Revdex.com
Thanks Revdex.com for the assistance
Hello ***,
I looked into this further and saw that their was an appeal for your account to be un-banned but the appeal was deniedAs support has mentioned with you, we do not have any information on the cause of your banI do apologize for the inconvenience
Hello ***,
I apologize that you have been having issues with the gameWe are currently investigating issues concerning the viking mapsAs for the connection issues that you are having, we have replied to your case with us with some troubleshooting stepsPlease try those and then update your
case
Regards,
***
Complaint: ***I am rejecting this response because: The response from the business is in regards to an issue that was in the game upon receipt, which was a very disappointing experience considering price of game, however complaint was filed over connection and emblem editor issues and a very unprofessional and rude cs associate trying to get these issues resolvedCustomer service has acknowledged known bug in game for editor and has a lot of complaints on all platforms dealing with connection issuesMeanwhile our Champion status that is included in the purchase price of the game is ticking away while there are connection issues with the multiplayer gameI have left message on corporate number and could not even get a call backThe issues have not been resolved.Sincerely,*** ***
Initial Business Response /* (1000, 7, 2015/06/18) */
We are sorry to hear about your experienceI have reviewed the advertisement email in question to ensure that I have complete awareness of the context of your complaint
The header of the promotional email that was sent to players on the May
20th clearly indicates that this promotion was direct from the Uplay Shopshop.ubi.comThe Uplay Shop is Ubisoft's own webstore, and cannot be located or utilized from the Playstation Network or other similar third-party services
Sony representatives were correct in informing you that this offer was specific to the PC version of The Witcher 3: Wild HuntMore specifically, this offer was limited to customers who directly patronize the Uplay Shop itself, and this aspect was communicated by the branding of the message that was sentAdditionally, clicking on the image included in the message opens the following site:
http://shop.ubi.com***
The offer is now expired, but this landing page further indicates that this was a Uplay Shop exclusive offer and also limited to the PC platformFor these reasons we cannot accommodate your request for four free games
If you have any other questions or issues, please don't hesitate to reach out to our Support team directly at support.ubi.com
Complaint: ***
I am rejecting this response because:Let me try again to explain the challenges of scheduling with ***.*** has clients from the East Coast to Hawaii; he has to be available pretty much from AM to PMHe has standing videoconference meetings at AM Monday and Thursday, and a standing meeting at 6:AM FridayWhen he is not on travel, he is almost entirely booked with conference and video calls with clients and coworkers across the countryHe frequently eats both breakfast and lunch at his deskHe often travels last-minute to deal with emergencies and frequently has to take conference calls for the same reasonWork so frequently trumps his own plans that he has not been able to keep a dentist appointment for a year and a half, but has to keep rescheduling.*** does have breaks in between calls that end early, and sometimes calls are cancelledIt was during these breaks that *** was able to leave his desk and observe the work being done on the houseMrS*** seems to believe this means *** has greater flexibility and control over his schedule than he actually doesIf MrS*** were available to come to the house on minutes' notice during one of these breaks, he could easily meet with ***He has however made it clear that he needs more notice than that.MrS*** did not give any reason why he could not meet on Sep1, so I do not know what other time to offer him with ***Unfortunately we do not have any weekend availability over the next two months.I suggest that MrS*** name a date and time between 6:AM and PM, Monday through Friday, within the next weeks, when he is willing to come to the house and inspect the problem areas and offer a solution***, as homeowner, is completely comfortable having me deal with MrS*** on this issue, as evidenced by the power of attorney we sentFurthermore, Mr S*** did the initial interview with me, sent the estimate to me with my name only on it, accepted the offer of work from me, and handled all the scheduling and adjustment of charges with me, not with ***, so it is to our mutual advantage that I continue to deal with him because of the continuity of communications.I will make every effort to accommodate the date and time MrS*** suggestsIf *** is in town and available, he will be happy to attend as well. Please note that we will be having painters begin work on the exterior of the house on SepI had hoped to schedule them after repairs to the stucco were done, but it has already been nearly months since the stucco crew left, and we have no agreement even for MrS*** to come look at the problems, much less schedule repairs.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Complaint: ***I am rejecting this response because:
I don't see what a video of your game not working has anything to do with anything if you can't rollback the game or make it stable in the first placefurthermore my main problem is the master mode doesn't work and the game is slow, I'm not sure how many hours of video I would need to show you for you to understand thatThese are just my issues with the game, I cannot provide video for the countless other people who have the game crashing every songsI cannot provide video for the people who cannot get the game to start at all
There are so many problems with this update that it seems inconceivable that Ubisoft will be able to correct them all since they couldn't make the game work correctly in the first placeMany peoples problems are unique to their system and often unique to the copy of the game; I haven't seen anyone else complain that master mode doesn't workAm I to expect you'd fix that one bug that only I seem to have? You had a game that worked, and messed it up for a large portion of your clients for no reason, the Remastered edition of the game has no real distinguishing qualities other then some changes with menu options, and the fact that it is wildly unstable.
What does your game not working have to do with me, I don't work for UbisoftIf you can't rollback the game you need to release a version of the game without the update for clean install, and do so in a way that includes the purchased DLC that all your customers had had; several of which cannot access now with the remastered edition
Take a look at your own support forums: ***
You must know by now that you released this update without adequate testing, so why are you holding your customers responsible for testing your game for you? We don't get paid to test your product, we bought the game in the exception that it works correctly; which it did before this ill fated updateSincerely,*** ***
Hello ***,
We would not be able to refund a purchase that you did not make with usThe purchase was made with Sony and therefore must be refunded by themHowever, I did also take a look at your port configuration and see that the following ports were not forwarded: *** *** *** ***
I would try to forward those or have your ISP assist you and see if you can get the game running
Regards,
***
Complaint: ***I am rejecting this response because: an in-game compensation is not a true compensationI paid the full price for an entertainment product that did not work for more than days in a row (in my case), so I expected a real compensation, not a virtual one, not one that didn't cost anything to you Even your support gave me examples of real compensation which were offered in the past, after comparable issues with another malfunctioning entertainment product (see the below quote).*** *: Another example was *** *** *: Where they offered all DLC for free after issues with Assassin's Creed Unity. "Any additional issues you are encountering may be due to any number of causes, including your connection settings."My connection settings are fine, thanks.Please do not contact me again with regards to this issueThis response is final.Sincerely,***
First of all, there was no August 15th meeting as I was told that out of the country company would not make that date work for *** and ***I was not available before the 15th due to a serious family issue I explained to *** that I don't wish to repeat hereIn return, I asked for a date and time that would work for *** and ***, but have received no such suggestion.Secondly, *** has indicated that *** will not be available during "business hours"*** came outside and visited with the crew and myself on numerous occasions while the job was on progress during working hoursI have also stated that a Saturday is fine with me for a meetingLastly, it is imperative that *** attend our meeting to discuss the job*** told me he was the homeowner and personally took me in the house and wrote me the down payment check and handed it to meHe needs to be present for the meetingI am still open to a suggest date and timeDan S***
Hello ***,
This is an issue that our development team is currently looking in toWhile I understand how frustrating this is for you and do apologize for that, we cannot refund a purchase that was not made with us
Regards,
***
Revdex.com:Yes, while initially Support Staff repeatedly declined possibility of getting a refund; after I submitted this complaint with Revdex.com, I was contacted by Ubisoft senior support staff that my currency was refundedThank you for your involvement!
Sincerely, *** ***
Hello ***I apologize for the inconvenience you experienced trying to play The Division, and that the detail about your email address was missed in our previous correspondence with youI have reached out to the support team and they were able to provide details of your case historyAs you have already been informed, any request for monetary refund must go through your point of purchase and will be subject to their refund policiesOn our end, we are committed to helping you resolve any issues you are encountering with our games to allow you to fully enjoy your productThe issue described in your initial complaint has be fixed and you should now have full access to your gameIn addition, in-game compensation was offered to all users affected by that issue to help make up for the down timeAny additional issues you are encountering may be due to any number of causes, including your connection settingsOur support team would be more than happy to walk you through troubleshooting to make sure everything is working as intendedI absolutely understand how frustrating it must be to have one issue fixed only to encounter something newHowever, our servers and the game are fully functioning at this time, and with a little patience we should be able to help you dive in and enjoy The DivisionThank you for your understanding
Hello ***,
Your hour ban should now be liftedIn the future, please avoid breaking the code of conduct and instead report any users in violationThanks and enjoy the game!
Hello ***,We have detected recurring actions on your account in the ingame-chat which are in direct breach of our Code of ConductPlease be aware that we have taken the necessary steps to preserve the play experience for others and this has resulted in you receiving a permanent suspensionYou
will therefore be unable to play Tom Clancy's The DivisionWe will not be refunding you for this purchase
If you have any other questions or concerns, please create a ticket with us and we will assist you
Regards,
***
Complaint: ***I am rejecting this response because:
As we have discussed I have now worked with your tech department longer then what the game is currently worthThe time to value ration is about 15X over for what I get paidUnless Ubisoft is going to start compensating me to keep trouble shooting their product there is no other optionThe game was only 60$ and I have spent over 40+ hours troubleshooting itI did not once have the game work correctly and at this point I have put in effort and the FINISHED PRODUCT has not worked once.
If you would like me to keep troubleshooting your product you will have to compensate me as you are asking a 3rd party to spend time, energy, and resources to fix your productPlease let me know how you would like to proceed.
Sincerely,*** ***
Hello ***,
I sincerely apologize for the inconvenienceWe have responded to your case with a key for the gamePlease let us know via your case if you have any issues with activating the key
Thank you,
***
Initial Business Response /* (1000, 5, 2015/11/30) */
Hello ***,
We are sincerely sorry for any confusion or distress you have experienced connected to the release of The Crew Wild Run expansionThe items included in the Season Pass *** listed upon the game's release and are as
follows:
- Extreme Car Pack
- Speed Car Pack
- Vintage Car Pack
- Raid car Pack
- McLaren 12C
- Ferrari Speciale
- extra tuning kits
- Access to all official paint-jobs and rims
- Exclusive sticker with each DLC pack
The Season Pass *** early access to included DLC and costs less than purchasing each individual piece on its own
Wild Run is a full expansion to the game and was not included in the promised Season Pass *** Future content that was not listed when the Season Pass *** released is not included
We hope this clears up any misunderstanding about the Season Pass *** If you still have questions or concerns, we welcome you to contact us again via the support website and we will do whatever we can to address themTake care!
Hello ***,
I have located the case that you have with us and do see the amount of correspondence and the effort that you have already shownEarlier today at 3pm, your case was updated by the agent working on that case with troubleshooting steps for you to tryPlease try those and then
update your case with us and we will gladly continue to assist youFor reference your case # is ***
Initial Business Response /* (1000, 6, 2015/08/17) */
Hi ***,
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our playersWith regards to our multiplayer titles, this means we must be keenly vigilant in protecting the integrity of the play
environment for all users
I obviously cannot go into detail regarding our methods for detecting hackers and cheaters in our titles, but I can state without hesitation that the this process is held to strict standards and is very reliable
The Ghost Recon: Phantoms team has seen fit to suspend your account, and have expressed to you that this action is intended to be permanentWe stand by their decision
Initial Business Response /* (1000, 6, 2015/12/28) */
Hello ***,
Thank you so much for reaching out to us, communication from our players is extremely helpful in our efforts to continually improve our games, services, and support
I was so glad to hear from the support team that they were
ultimately able to help you with your issueWe hope you continue to enjoy the gameThanks again and take care!
Initial Consumer Rebuttal /* (2000, 8, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business gave me a single day of experience bonus for the troubles
"I was so glad to hear from the support team that they were ultimately able to help you with your issueWe hope you continue to enjoy the gameThanks again and take care!"
The support team did nothing to fix my issue personally, and I still strongly believe that Ubisoft needs to work on products more prior to release
Ubisoft does a good job at responding to complaints, But fixing is another story
I accept the response and wish to close my case with the Revdex.com
Thanks Revdex.com for the assistance
Hello ***,
I looked into this further and saw that their was an appeal for your account to be un-banned but the appeal was deniedAs support has mentioned with you, we do not have any information on the cause of your banI do apologize for the inconvenience
Hello ***,
I apologize that you have been having issues with the gameWe are currently investigating issues concerning the viking mapsAs for the connection issues that you are having, we have replied to your case with us with some troubleshooting stepsPlease try those and then update your
case
Regards,
***
Complaint: ***I am rejecting this response because: The response from the business is in regards to an issue that was in the game upon receipt, which was a very disappointing experience considering price of game, however complaint was filed over connection and emblem editor issues and a very unprofessional and rude cs associate trying to get these issues resolvedCustomer service has acknowledged known bug in game for editor and has a lot of complaints on all platforms dealing with connection issuesMeanwhile our Champion status that is included in the purchase price of the game is ticking away while there are connection issues with the multiplayer gameI have left message on corporate number and could not even get a call backThe issues have not been resolved.Sincerely,*** ***
Initial Business Response /* (1000, 7, 2015/06/18) */
We are sorry to hear about your experienceI have reviewed the advertisement email in question to ensure that I have complete awareness of the context of your complaint
The header of the promotional email that was sent to players on the May
20th clearly indicates that this promotion was direct from the Uplay Shopshop.ubi.comThe Uplay Shop is Ubisoft's own webstore, and cannot be located or utilized from the Playstation Network or other similar third-party services
Sony representatives were correct in informing you that this offer was specific to the PC version of The Witcher 3: Wild HuntMore specifically, this offer was limited to customers who directly patronize the Uplay Shop itself, and this aspect was communicated by the branding of the message that was sentAdditionally, clicking on the image included in the message opens the following site:
http://shop.ubi.com***
The offer is now expired, but this landing page further indicates that this was a Uplay Shop exclusive offer and also limited to the PC platformFor these reasons we cannot accommodate your request for four free games
If you have any other questions or issues, please don't hesitate to reach out to our Support team directly at support.ubi.com
Complaint: ***
I am rejecting this response because:Let me try again to explain the challenges of scheduling with ***.*** has clients from the East Coast to Hawaii; he has to be available pretty much from AM to PMHe has standing videoconference meetings at AM Monday and Thursday, and a standing meeting at 6:AM FridayWhen he is not on travel, he is almost entirely booked with conference and video calls with clients and coworkers across the countryHe frequently eats both breakfast and lunch at his deskHe often travels last-minute to deal with emergencies and frequently has to take conference calls for the same reasonWork so frequently trumps his own plans that he has not been able to keep a dentist appointment for a year and a half, but has to keep rescheduling.*** does have breaks in between calls that end early, and sometimes calls are cancelledIt was during these breaks that *** was able to leave his desk and observe the work being done on the houseMrS*** seems to believe this means *** has greater flexibility and control over his schedule than he actually doesIf MrS*** were available to come to the house on minutes' notice during one of these breaks, he could easily meet with ***He has however made it clear that he needs more notice than that.MrS*** did not give any reason why he could not meet on Sep1, so I do not know what other time to offer him with ***Unfortunately we do not have any weekend availability over the next two months.I suggest that MrS*** name a date and time between 6:AM and PM, Monday through Friday, within the next weeks, when he is willing to come to the house and inspect the problem areas and offer a solution***, as homeowner, is completely comfortable having me deal with MrS*** on this issue, as evidenced by the power of attorney we sentFurthermore, Mr S*** did the initial interview with me, sent the estimate to me with my name only on it, accepted the offer of work from me, and handled all the scheduling and adjustment of charges with me, not with ***, so it is to our mutual advantage that I continue to deal with him because of the continuity of communications.I will make every effort to accommodate the date and time MrS*** suggestsIf *** is in town and available, he will be happy to attend as well. Please note that we will be having painters begin work on the exterior of the house on SepI had hoped to schedule them after repairs to the stucco were done, but it has already been nearly months since the stucco crew left, and we have no agreement even for MrS*** to come look at the problems, much less schedule repairs.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Complaint: ***I am rejecting this response because:
I don't see what a video of your game not working has anything to do with anything if you can't rollback the game or make it stable in the first placefurthermore my main problem is the master mode doesn't work and the game is slow, I'm not sure how many hours of video I would need to show you for you to understand thatThese are just my issues with the game, I cannot provide video for the countless other people who have the game crashing every songsI cannot provide video for the people who cannot get the game to start at all
There are so many problems with this update that it seems inconceivable that Ubisoft will be able to correct them all since they couldn't make the game work correctly in the first placeMany peoples problems are unique to their system and often unique to the copy of the game; I haven't seen anyone else complain that master mode doesn't workAm I to expect you'd fix that one bug that only I seem to have? You had a game that worked, and messed it up for a large portion of your clients for no reason, the Remastered edition of the game has no real distinguishing qualities other then some changes with menu options, and the fact that it is wildly unstable.
What does your game not working have to do with me, I don't work for UbisoftIf you can't rollback the game you need to release a version of the game without the update for clean install, and do so in a way that includes the purchased DLC that all your customers had had; several of which cannot access now with the remastered edition
Take a look at your own support forums: ***
You must know by now that you released this update without adequate testing, so why are you holding your customers responsible for testing your game for you? We don't get paid to test your product, we bought the game in the exception that it works correctly; which it did before this ill fated updateSincerely,*** ***
Hello ***,
We would not be able to refund a purchase that you did not make with usThe purchase was made with Sony and therefore must be refunded by themHowever, I did also take a look at your port configuration and see that the following ports were not forwarded: *** *** *** ***
I would try to forward those or have your ISP assist you and see if you can get the game running
Regards,
***
Complaint: ***I am rejecting this response because: an in-game compensation is not a true compensationI paid the full price for an entertainment product that did not work for more than days in a row (in my case), so I expected a real compensation, not a virtual one, not one that didn't cost anything to you Even your support gave me examples of real compensation which were offered in the past, after comparable issues with another malfunctioning entertainment product (see the below quote).*** *: Another example was *** *** *: Where they offered all DLC for free after issues with Assassin's Creed Unity. "Any additional issues you are encountering may be due to any number of causes, including your connection settings."My connection settings are fine, thanks.Please do not contact me again with regards to this issueThis response is final.Sincerely,***
First of all, there was no August 15th meeting as I was told that out of the country company would not make that date work for *** and ***I was not available before the 15th due to a serious family issue I explained to *** that I don't wish to repeat hereIn return, I asked for a date and time that would work for *** and ***, but have received no such suggestion.Secondly, *** has indicated that *** will not be available during "business hours"*** came outside and visited with the crew and myself on numerous occasions while the job was on progress during working hoursI have also stated that a Saturday is fine with me for a meetingLastly, it is imperative that *** attend our meeting to discuss the job*** told me he was the homeowner and personally took me in the house and wrote me the down payment check and handed it to meHe needs to be present for the meetingI am still open to a suggest date and timeDan S***
Hello ***,
This is an issue that our development team is currently looking in toWhile I understand how frustrating this is for you and do apologize for that, we cannot refund a purchase that was not made with us
Regards,
***
Revdex.com:Yes, while initially Support Staff repeatedly declined possibility of getting a refund; after I submitted this complaint with Revdex.com, I was contacted by Ubisoft senior support staff that my currency was refundedThank you for your involvement!
Sincerely, *** ***
Hello ***I apologize for the inconvenience you experienced trying to play The Division, and that the detail about your email address was missed in our previous correspondence with youI have reached out to the support team and they were able to provide details of your case historyAs you have already been informed, any request for monetary refund must go through your point of purchase and will be subject to their refund policiesOn our end, we are committed to helping you resolve any issues you are encountering with our games to allow you to fully enjoy your productThe issue described in your initial complaint has be fixed and you should now have full access to your gameIn addition, in-game compensation was offered to all users affected by that issue to help make up for the down timeAny additional issues you are encountering may be due to any number of causes, including your connection settingsOur support team would be more than happy to walk you through troubleshooting to make sure everything is working as intendedI absolutely understand how frustrating it must be to have one issue fixed only to encounter something newHowever, our servers and the game are fully functioning at this time, and with a little patience we should be able to help you dive in and enjoy The DivisionThank you for your understanding
Hello ***,
Your hour ban should now be liftedIn the future, please avoid breaking the code of conduct and instead report any users in violationThanks and enjoy the game!
Hello ***,We have detected recurring actions on your account in the ingame-chat which are in direct breach of our Code of ConductPlease be aware that we have taken the necessary steps to preserve the play experience for others and this has resulted in you receiving a permanent suspensionYou
will therefore be unable to play Tom Clancy's The DivisionWe will not be refunding you for this purchase
If you have any other questions or concerns, please create a ticket with us and we will assist you
Regards,
***
Complaint: ***I am rejecting this response because:
As we have discussed I have now worked with your tech department longer then what the game is currently worthThe time to value ration is about 15X over for what I get paidUnless Ubisoft is going to start compensating me to keep trouble shooting their product there is no other optionThe game was only 60$ and I have spent over 40+ hours troubleshooting itI did not once have the game work correctly and at this point I have put in effort and the FINISHED PRODUCT has not worked once.
If you would like me to keep troubleshooting your product you will have to compensate me as you are asking a 3rd party to spend time, energy, and resources to fix your productPlease let me know how you would like to proceed.
Sincerely,*** ***