Hello ***,
I am sorry that you are having issues accessing any of our gamesCould you please provide me with your case number and more information regarding this issue? Once I have more information, I will be able to provide you with further assistance
Thank you,
***
Complaint: ***I am rejecting this response because:What you said is a downright despicable LIEI am in no way shape or form running a constant FPS with just minor dips here and thereThat's absolutely preposterousI am hitting all the way down to FPS underground and fluctuating constantly down to FPS in the over-worldIt is so constant I can't play the game for more than minutes without getting a headacheI have the screenshots and recordings to prove itNot only that but I saved our conversation on your support website as a PDF and I'm more than willing to show that to the Revdex.com if you continue to lie in an attempt to cheat the systemThis is outrageous that you would so egregiously misrepresent my issue in order to get a pass on your delinquent customer serviceYou should be ashamed of yourselves! I want what is owed to me! You have given me a misrepresented product and I DEMAND to be compensatedNo more of your liesGive me what you owe me! I have documented my experience with you to the letter and IO'm forwarding it to every single gaming media outlet I can find on ***You will be exposedYou may have stolen from me but in the long run you WILL NOT get away with it.Sincerely,*** ***
Hello ***,
I apologize for the inconvenienceHere is a coupon code for you to use: ***Please let me know if you have any other questions or concerns
Thanks,
***
Initial Business Response /* (1000, 5, 2015/05/13) */
Hi ***,
The teams assigned to support our online titles such as Might and Magic Heroes Online take such decision making seriouslyDue to the inherent significance of player banspermanent or otherwisesuch measures are carried out only after
careful investigation of their appropriateness
Due to these factors, we stand by the judgments made by the Might and Magic Heroes Online team in the issuance of this particular banWe cannot refund any purchases due to the termination of your account; please refer to item of our Terms of Use at the URL below
https://legal.ubi.com/termsofuse/
While we appreciate your interest in our titles, we cannot reverse this ban or any associated transactions placed using the banned accounts
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot agree with the response of
"such measures are carried out only after careful investigation of their appropriateness."
The "careful investigation" consisted of a very cold response from the support person saying "This is the standard procedure we have to follow, and is not up for discussion."
Basically, we didn't plead for their blessing of allowing of us in the same household to give them money prior to doing it - even though the ability certainly exists to allow it, they will not do it because they are unreasonable, and the terms of use are generally unreasonable if you read through them
It is also an improper expectation to set for a video game that persons in the same household are not allowed to play - especially given the nature of the game which encourages families to be able to play and enjoy the game together
By extension - Ubisoft does not want families to be able to enjoy their games togetherWellmaybebut only if you ask them really nicely beforehand
Initial Business Response /* (1000, 5, 2015/12/28) */
Hello ***,
I apologize for the inconvenience you experienced with your gameI reached out to the support team about your caseThey informed me that your information was passed ** to the development team for investigation, and steps have
been taken to resolve the issues you were encounteringWe can see that you have been able to successfully play quite a bit lately, so we're hoping that recent updates improved your game's performanceA member of the support team will follow up with you on your existing ticket to ensure we are doing everything in our power to provide a quality game experience
If you still wish to request a refund, please contact the retailer where you purchased the game for information about their return policy
Please don't hesitate to reach out to our support team through the ticketing system with any questions or concernsThanks!
Complaint: ***I am rejecting this response because: Entertainment product totally not working for about days, so I simply wanted a refundThe fix gave me an error message, so I am not ready to even try again to launch this faulty gameI have deleted it from my system as it was not workingCompensation, I still haven't seen anything concrete (not virtual, and cost-less compensation, in an in-game virtual currency)
Support tickets couldn't be found with my email address? Really?! Did they even read my initial complaint, as the email they should have used to search was provided in the description?
Product not working, no workaround, no compensation, no refundSorry but I cannot accept such a thing
Sincerely,***
Hello ***,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!
Hello ***,
We will be sending you some more steps on your case in order to try and resolve the issues that you are havingPlease reply to us through that case
Thank you,
***
Hello ***,
I do apologize but we would not be able to add that content for you without a proof of your purchase attached to the ticketAdditionally, I see that your ticket mentions that deluxe content but the price of the deluxe is $The amount that you are requesting in your Revdex.com ticket makes it seem like you have the gold edition of the gameCan you please update your case with us, with the version that you have?
Thanks,
***
A fix was deployed for this issue with yesterday's patch and you should now have full access to your gameI have reached out to the support team and they were unable to find any existing cases under this email addressPlease feel free to update an existing support case with further questions or
concernsCompensation will be given to all affected users, and details will be made available soonThank you!
A date and time was requested by the homeowners to look at their concerns and I answered that I could be there August 15th at am which is the next day after returning from and out of town family issueApparently this is not good enough according to their schedule but no one has offered another date and time that works for themI am waiting
Hello ***,
I apologize for the inconvenience but the content will be available to you when it releases in later seasonsIf you have already paid for the season pass then you will not need to pay for anything additional in order to get this content
I hope that answers your
questionIf not, please let us know
Thanks,
***
I apologize for how much effort you have had to put in to try and resolve your connection issuesWe are actively working to resolve any connection issues that players are havingAt this time, we have exhausted all of our troubleshooting steps for this issueWhile I cannot give you a refund because this was not purchased with us, I would like to give you a copy of Ghost Recon: ***
***
Complaint: ***I am rejecting this response because:Ubisoft has been unable to fix my problem or their defective product. They refused to provide me with a refund for the defective item and instead offered me less than $of in-game credits as compensation. I find their response to be inadequate and insulting given that the in-game credits can only be used for the defective product. Ubisoft is obviously not taking my complaint or the concerns of the multiple other people impacted by this problem seriously.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi ***!
I've investigated your case, and our records show that your issue has been resolved on August 12thWhen you created a support ticket regarding the problem, the issue was brought to the attention of the team who could directly
address it, and it should now be fixed
If the issue persists, please update your ticket at support.ubi.com and the support team will do whatever possible to continue the investigationTake care!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I look forward to seeing Mr S*** on Tuesday September between 6:AM and AM
Regards,
*** ***
Hello ***,
I would recommend sending us a screenshot of your forwarded ports in your router's configurationThis will allow us to get a better view of your setup and see if there is anything additional that we can try to resolve this issue for youPlease follow up on case #***
Thanks,
***
Complaint: ***I am rejecting this response because:
I have completed the task that you are requesting already and I now no longer have the printed receipt. I have also provided the code which was used to put the software that does not work on my machine. It appears, but does not link with the other software provided as a part of the package and is thus worthless other than to taunt me that it doesn't work. I will contact my *** and after complaining to them about how horribly this relationship is working out for the consumer, I will ask them to search their records so I can provide with the same information again. Actually, other than irritating me further that this is still an issue, I could care less about the $loss because I actually enjoyed the first $worth. However, I think that it is safe to say that the customer service is horrid and should be reported as such by the Revdex.com for consideration in future dealings.Sincerely,*** ***
Hi ***,
We're sorry you feel that way - our rules are in place to maintain a safe, fair, and enjoyable experience for all playersWe sincerely appreciate your feedback and invite you to continue to share any additional thoughts and concerns through the support siteOnce again, we hope that you are currently enjoying full access to the gameThanks!
Hello ***,
I am sorry that you are having issues accessing any of our gamesCould you please provide me with your case number and more information regarding this issue? Once I have more information, I will be able to provide you with further assistance
Thank you,
***
Complaint: ***I am rejecting this response because:What you said is a downright despicable LIEI am in no way shape or form running a constant FPS with just minor dips here and thereThat's absolutely preposterousI am hitting all the way down to FPS underground and fluctuating constantly down to FPS in the over-worldIt is so constant I can't play the game for more than minutes without getting a headacheI have the screenshots and recordings to prove itNot only that but I saved our conversation on your support website as a PDF and I'm more than willing to show that to the Revdex.com if you continue to lie in an attempt to cheat the systemThis is outrageous that you would so egregiously misrepresent my issue in order to get a pass on your delinquent customer serviceYou should be ashamed of yourselves! I want what is owed to me! You have given me a misrepresented product and I DEMAND to be compensatedNo more of your liesGive me what you owe me! I have documented my experience with you to the letter and IO'm forwarding it to every single gaming media outlet I can find on ***You will be exposedYou may have stolen from me but in the long run you WILL NOT get away with it.Sincerely,*** ***
Hello ***,
I apologize for the inconvenienceHere is a coupon code for you to use: ***Please let me know if you have any other questions or concerns
Thanks,
***
Initial Business Response /* (1000, 5, 2015/05/13) */
Hi ***,
The teams assigned to support our online titles such as Might and Magic Heroes Online take such decision making seriouslyDue to the inherent significance of player banspermanent or otherwisesuch measures are carried out only after
careful investigation of their appropriateness
Due to these factors, we stand by the judgments made by the Might and Magic Heroes Online team in the issuance of this particular banWe cannot refund any purchases due to the termination of your account; please refer to item of our Terms of Use at the URL below
https://legal.ubi.com/termsofuse/
While we appreciate your interest in our titles, we cannot reverse this ban or any associated transactions placed using the banned accounts
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot agree with the response of
"such measures are carried out only after careful investigation of their appropriateness."
The "careful investigation" consisted of a very cold response from the support person saying "This is the standard procedure we have to follow, and is not up for discussion."
Basically, we didn't plead for their blessing of allowing of us in the same household to give them money prior to doing it - even though the ability certainly exists to allow it, they will not do it because they are unreasonable, and the terms of use are generally unreasonable if you read through them
It is also an improper expectation to set for a video game that persons in the same household are not allowed to play - especially given the nature of the game which encourages families to be able to play and enjoy the game together
By extension - Ubisoft does not want families to be able to enjoy their games togetherWellmaybebut only if you ask them really nicely beforehand
Initial Business Response /* (1000, 5, 2015/12/28) */
Hello ***,
I apologize for the inconvenience you experienced with your gameI reached out to the support team about your caseThey informed me that your information was passed ** to the development team for investigation, and steps have
been taken to resolve the issues you were encounteringWe can see that you have been able to successfully play quite a bit lately, so we're hoping that recent updates improved your game's performanceA member of the support team will follow up with you on your existing ticket to ensure we are doing everything in our power to provide a quality game experience
If you still wish to request a refund, please contact the retailer where you purchased the game for information about their return policy
Please don't hesitate to reach out to our support team through the ticketing system with any questions or concernsThanks!
Complaint: ***I am rejecting this response because: Entertainment product totally not working for about days, so I simply wanted a refundThe fix gave me an error message, so I am not ready to even try again to launch this faulty gameI have deleted it from my system as it was not workingCompensation, I still haven't seen anything concrete (not virtual, and cost-less compensation, in an in-game virtual currency)
Support tickets couldn't be found with my email address? Really?! Did they even read my initial complaint, as the email they should have used to search was provided in the description?
Product not working, no workaround, no compensation, no refundSorry but I cannot accept such a thing
Sincerely,***
Hello ***,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!
Hello ***,
We will be sending you some more steps on your case in order to try and resolve the issues that you are havingPlease reply to us through that case
Thank you,
***
Complaint: ***
I am rejecting this response because:
There has been no info on what or when the compensation is
Sincerely,
*** ***
Hello ***,
I do apologize but we would not be able to add that content for you without a proof of your purchase attached to the ticketAdditionally, I see that your ticket mentions that deluxe content but the price of the deluxe is $The amount that you are requesting in your Revdex.com ticket makes it seem like you have the gold edition of the gameCan you please update your case with us, with the version that you have?
Thanks,
***
A fix was deployed for this issue with yesterday's patch and you should now have full access to your gameI have reached out to the support team and they were unable to find any existing cases under this email addressPlease feel free to update an existing support case with further questions or
concernsCompensation will be given to all affected users, and details will be made available soonThank you!
A date and time was requested by the homeowners to look at their concerns and I answered that I could be there August 15th at am which is the next day after returning from and out of town family issueApparently this is not good enough according to their schedule but no one has offered another date and time that works for themI am waiting
Hello ***,
I apologize for the inconvenience but the content will be available to you when it releases in later seasonsIf you have already paid for the season pass then you will not need to pay for anything additional in order to get this content
I hope that answers your
questionIf not, please let us know
Thanks,
***
I apologize for how much effort you have had to put in to try and resolve your connection issuesWe are actively working to resolve any connection issues that players are havingAt this time, we have exhausted all of our troubleshooting steps for this issueWhile I cannot give you a refund because this was not purchased with us, I would like to give you a copy of Ghost Recon: ***
***
Complaint: ***I am rejecting this response because:Ubisoft has been unable to fix my problem or their defective product. They refused to provide me with a refund for the defective item and instead offered me less than $of in-game credits as compensation. I find their response to be inadequate and insulting given that the in-game credits can only be used for the defective product. Ubisoft is obviously not taking my complaint or the concerns of the multiple other people impacted by this problem seriously.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi ***!
I've investigated your case, and our records show that your issue has been resolved on August 12thWhen you created a support ticket regarding the problem, the issue was brought to the attention of the team who could directly
address it, and it should now be fixed
If the issue persists, please update your ticket at support.ubi.com and the support team will do whatever possible to continue the investigationTake care!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I look forward to seeing Mr S*** on Tuesday September between 6:AM and AM
Regards,
*** ***
Hello ***,
I would recommend sending us a screenshot of your forwarded ports in your router's configurationThis will allow us to get a better view of your setup and see if there is anything additional that we can try to resolve this issue for youPlease follow up on case #***
Thanks,
***
Complaint: ***I am rejecting this response because:
I have completed the task that you are requesting already and I now no longer have the printed receipt. I have also provided the code which was used to put the software that does not work on my machine. It appears, but does not link with the other software provided as a part of the package and is thus worthless other than to taunt me that it doesn't work. I will contact my *** and after complaining to them about how horribly this relationship is working out for the consumer, I will ask them to search their records so I can provide with the same information again. Actually, other than irritating me further that this is still an issue, I could care less about the $loss because I actually enjoyed the first $worth. However, I think that it is safe to say that the customer service is horrid and should be reported as such by the Revdex.com for consideration in future dealings.Sincerely,*** ***
Hi ***,
We're sorry you feel that way - our rules are in place to maintain a safe, fair, and enjoyable experience for all playersWe sincerely appreciate your feedback and invite you to continue to share any additional thoughts and concerns through the support siteOnce again, we hope that you are currently enjoying full access to the gameThanks!