Hello ***,
I am sorry that happened to youWould you happen to know your case number for your interaction with us? I would like to review your case and see what went wrong so that this does not happen againIf the package does come, you can always reject the package and you will be issued a
refund
Thank you,
***
Hello ***,My apologies if you felt my previous response distorted the situation in any way - my understanding is based on your initial message and subsequent statements to supportI absolutely understand that you are not satisfied with the level of performance you are seeing in your game. With that said, as you were informed by the customer support manager, we are unable to guarantee a specific performance benchmark or further assist you with this issueWe do sincerely wish you all the best
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Hello ***,We have reached out to our technical team to investigate your account, and we were so happy to see that you have been able to play Tom Clancy's The Division many times since contacting usWe hope you're enjoying it! If you still have concerns about your Internet connection or if this was
regarding another title, our support team would be more than happy to assist youThey are available via live chat during regular business hoursIf live chat is offline, please submit a webmail ticket and the team will follow up with you as quickly as possibleThank you!
Initial Business Response /* (1000, 5, 2015/10/12) */
Hello ***,
After investigating your case, the Rocksmith team was able to confirm that the issue with this DLC has been resolved since the time of your contactI sincerely apologize for the inconvenience you experienced and hope
you have been enjoying the songs in the Bon Jovi pack
If you are still encountering any trouble accessing this DLC, please update your case at http://support.ubi.com under "My Questions." Our support team will do whatever they can to assist youThank you!
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry to hear that you are so frustrated with the suspension of your Ghost Recon Phantoms accountUnfortunately, as described within the Terms of Service agreement for the game, creating multiple accounts is not allowed and we cannot
reinstate your accountThe game has a dedicated support team with the necessary tools to review player accounts and update those accounts and this is why you were unable to get direct assistance for GRP when calling our technical support phone number
With regards to a refund for purchases made within the game, you cannot obtain a refund for these purchasesWe of course want the players of our games to enjoy their experience with our titles, but we have clear Terms of Service agreements that we must adhere to for the integrity of the game
Hello ***,
I have received information that these maps are still unavailable except in custom game modes so I do apologize for thatThe developers are still working on getting that issue resolvedAs for the connectivity issues, I would suggest completing the port forwarding steps as they are the most likely to help you to play the gameI understand your concerns about turning off your firewall, but we have seen in many cases that the firewall is blocking the game from connecting
Thanks,
***
Hello ***,
I have found your case in our systemsYou were given that answer because support is not provided with the reasoning for why someone was bannedThe only information that they have access to is to know if you are banned and for how longThere are different ways that an account can be
banned and they are listed on the following page* ***
Hello ***,
I have refunded your order due to your efforts in trying to troubleshoot the issueYou should see the refund posted to your account in 2-business daysAdditionally, the game will be left on your account, if you would ever like to try again at getting the game to work on your system
Regards,
***
Initial Business Response /* (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 /* (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 /* (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 /* (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?
Hello ***,
The Trials Frontier team is unable to manually fix challenges to favor one player over anotherThe team is constantly working to improve the game and regularly put out patches for bugfixesIf you have any feedback for future patches or would like more information, please visit
our Trials Frontier forums at ***
If you made any in-app purchases in your game that were not received, please contact our customer support team and they may be able to further assist with the issue
Regards,
***
Verbal Response:Give me a few days notice and a date and a time and I will be there, during business hoursThis is including Saturdays, except for the upcoming holiday weekend I will be off Saturday, Sunday and Monday
Hello ***,
If you would kindly attach your proof of purchase for the steam copy of the game to your ticket with us, then I would be happy to try and help you access this content
Thanks,
***
Complaint: ***Hi ***,
My case number is ***I was able to get through to live chat support yesterday and they agreed to give me a return label so I will consider this issue closed once I receive the label and the refund afterwardsI did not reject the shipment (although I still can if preferred) because your terms and conditions state that a rejected shipment does not automatically trigger a refund and that Ubisoft is entitled to keep the money /and/ the productA live support telephone line would have been much more helpful in this situation rather than waiting in the queue for an impersonable chat agent
Sincerely,*** ***
Hello ***,After reviewing your case, I do see that the credits were granted to your accountI do apologize for the inconvenienceIs there anything else that we can help you with? Regards,***
Complaint: ***I am rejecting this response because, as I mentioned before, treating customers like this is unjust when they, and other family members, have had accounts with Ubisoft for long periods of time without issues and needs to be noted to the Revdex.comBeing told that my account, that I paid for, was wrongfully banned and that you "do not have any information on the cause of your ban" is unheard of. The Revdex.com needs to know about this and hold it against Ubisoft's Revdex.com rating if they are going to treat their customers like this. This is truly bad business to the consumer!Sincerely,*** ***
Hey ***,
Since, I cannot provide a refund for you on this, I would like to instead offer you a game of equal value. Would you be interested in receiving a different game from us, since you are having issues accessing this one?
Regards,
***
Hello ***,
After looking through our records, I do see that your current case is being handled with ***I see that she asked you for the email associated with your paypal account so she will be handling that transfer for youI apologize for the inconvenience that you have gone through
Feel free to update your case with us directly if any problems ariseFor reference the case number is ***
Hello ***,
I apologize for the troubles that this issue has caused youAfter reviewing your information and the ticket on file for you, I see that the issue has been resolvedAre you still unable to access that content?
Thanks,
***
Hello ***,
I am sorry that happened to youWould you happen to know your case number for your interaction with us? I would like to review your case and see what went wrong so that this does not happen againIf the package does come, you can always reject the package and you will be issued a
refund
Thank you,
***
Hello ***,My apologies if you felt my previous response distorted the situation in any way - my understanding is based on your initial message and subsequent statements to supportI absolutely understand that you are not satisfied with the level of performance you are seeing in your game. With that said, as you were informed by the customer support manager, we are unable to guarantee a specific performance benchmark or further assist you with this issueWe do sincerely wish you all the best
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Hello ***,We have reached out to our technical team to investigate your account, and we were so happy to see that you have been able to play Tom Clancy's The Division many times since contacting usWe hope you're enjoying it! If you still have concerns about your Internet connection or if this was
regarding another title, our support team would be more than happy to assist youThey are available via live chat during regular business hoursIf live chat is offline, please submit a webmail ticket and the team will follow up with you as quickly as possibleThank you!
Initial Business Response /* (1000, 5, 2015/10/12) */
Hello ***,
After investigating your case, the Rocksmith team was able to confirm that the issue with this DLC has been resolved since the time of your contactI sincerely apologize for the inconvenience you experienced and hope
you have been enjoying the songs in the Bon Jovi pack
If you are still encountering any trouble accessing this DLC, please update your case at http://support.ubi.com under "My Questions." Our support team will do whatever they can to assist youThank you!
Initial Business Response /* (1000, 5, 2015/08/24) */
We are sorry to hear that you are so frustrated with the suspension of your Ghost Recon Phantoms accountUnfortunately, as described within the Terms of Service agreement for the game, creating multiple accounts is not allowed and we cannot
reinstate your accountThe game has a dedicated support team with the necessary tools to review player accounts and update those accounts and this is why you were unable to get direct assistance for GRP when calling our technical support phone number
With regards to a refund for purchases made within the game, you cannot obtain a refund for these purchasesWe of course want the players of our games to enjoy their experience with our titles, but we have clear Terms of Service agreements that we must adhere to for the integrity of the game
Complaint: ***I am rejecting this response because:
My issue has not been resolvedSincerely,*** ***
Hello ***,
I have received information that these maps are still unavailable except in custom game modes so I do apologize for thatThe developers are still working on getting that issue resolvedAs for the connectivity issues, I would suggest completing the port forwarding steps as they are the most likely to help you to play the gameI understand your concerns about turning off your firewall, but we have seen in many cases that the firewall is blocking the game from connecting
Thanks,
***
Hello ***,
I have found your case in our systemsYou were given that answer because support is not provided with the reasoning for why someone was bannedThe only information that they have access to is to know if you are banned and for how longThere are different ways that an account can be
banned and they are listed on the following page* ***
Hello ***,
I have refunded your order due to your efforts in trying to troubleshoot the issueYou should see the refund posted to your account in 2-business daysAdditionally, the game will be left on your account, if you would ever like to try again at getting the game to work on your system
Regards,
***
Initial Business Response /* (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 /* (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 /* (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 /* (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?
Hello ***,
The Trials Frontier team is unable to manually fix challenges to favor one player over anotherThe team is constantly working to improve the game and regularly put out patches for bugfixesIf you have any feedback for future patches or would like more information, please visit
our Trials Frontier forums at ***
If you made any in-app purchases in your game that were not received, please contact our customer support team and they may be able to further assist with the issue
Regards,
***
Verbal Response:Give me a few days notice and a date and a time and I will be there, during business hoursThis is including Saturdays, except for the upcoming holiday weekend I will be off Saturday, Sunday and Monday
Hello ***,
If you would kindly attach your proof of purchase for the steam copy of the game to your ticket with us, then I would be happy to try and help you access this content
Thanks,
***
Complaint: ***Hi ***,
My case number is ***I was able to get through to live chat support yesterday and they agreed to give me a return label so I will consider this issue closed once I receive the label and the refund afterwardsI did not reject the shipment (although I still can if preferred) because your terms and conditions state that a rejected shipment does not automatically trigger a refund and that Ubisoft is entitled to keep the money /and/ the productA live support telephone line would have been much more helpful in this situation rather than waiting in the queue for an impersonable chat agent
Sincerely,*** ***
Hello ***,After reviewing your case, I do see that the credits were granted to your accountI do apologize for the inconvenienceIs there anything else that we can help you with? Regards,***
Complaint: ***I am rejecting this response because, as I mentioned before, treating customers like this is unjust when they, and other family members, have had accounts with Ubisoft for long periods of time without issues and needs to be noted to the Revdex.comBeing told that my account, that I paid for, was wrongfully banned and that you "do not have any information on the cause of your ban" is unheard of. The Revdex.com needs to know about this and hold it against Ubisoft's Revdex.com rating if they are going to treat their customers like this. This is truly bad business to the consumer!Sincerely,*** ***
Hey ***,
Since, I cannot provide a refund for you on this, I would like to instead offer you a game of equal value. Would you be interested in receiving a different game from us, since you are having issues accessing this one?
Regards,
***
Hello ***,
After looking through our records, I do see that your current case is being handled with ***I see that she asked you for the email associated with your paypal account so she will be handling that transfer for youI apologize for the inconvenience that you have gone through
Feel free to update your case with us directly if any problems ariseFor reference the case number is ***
Hello ***,
I apologize for the troubles that this issue has caused youAfter reviewing your information and the ticket on file for you, I see that the issue has been resolvedAre you still unable to access that content?
Thanks,
***