Hello [redacted], I do apologize but due to the fact that have no records of this operator being on your account, we will not be able to fulfill your request. If there is anything else that we can do for you, please let us know. Regards,[redacted]
Hello [redacted],
The issue that is causing that message to appear should now be fixed. Additionally, we have added some more information to your case that you have with us. If you continue to have any issues, please let us know via the case that you have with us and we will gladly assist...
Complaint: [redacted]I am rejecting this response because:
While I didn't ask for compensation...
concerning the 3 hour wait, I was extremely dissatisfied with the service from the representative. No customer should have to wait 3 hours from a tier 1 publisher for assistance and then to have the chat disconnected is absolutely absurd (which is the primary source of frustration I have at the moment) and shows a distinct lack of care for the customer. In addition, I purchased the highest tier of the game that was available and then purchased additional content on top of that. No customer should be treated that way! I appreciate the apology, and I appreciate you taking the time to respond, kindly. I still do not feel as if this has been made entirely right. I received my credits 48hrs after purchase, including 24 hrs after I was advised to wait, after waiting 3 hours to not have an immediate resolution (pushing the credits to my account which was definitely possible as the agent advised). By the agent advising me that pushing the credits through would've created more problems, it told me that Ubisoft was completely fine with inconveniencing me, but couldn't be bothered to resolve the problem as quickly as possible.
That, in a nutshell, is why I'm frustrated. I paid for something, wasn't advised of the timeline or that there were technical problems, and when I came to Ubisoft for help, I not only had to wait but was "hung up" on.
Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: OK I forgive everything on ONE CONDITION...I need the Shortbows Sports Cap unlocked on my uplay account [redacted]Since it NEVER got unlocked when participating in the alpha for some unexplainable reason...Gimme that and we are good.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/17) */
Hi [redacted],
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our players. With 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 the use of exploits 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 permanent. We stand by their decision.
Well I do truly apologize for the problems that you have had with the game. I have gone ahead and refunded that for you. The money will be returned to your account in 2-5 business days.
Complaint: [redacted]I am rejecting this response because:
I am telling you AGAIN that I do not just meet the Minimum Requirements. I exceed the Recommended Requirements as specifically advertised by your company. Check the previous messages. My system is above and beyond what your company recommends from a hardware and software standpoint. If exceeding the Recommended Requirements does not ensure optimal performance why even advertise a Minimum and Recommended configuration? It is disingenuous to claim that I should not expect optimal performance. Your game is either broken or you have falsely advertised. Either way I will continue to demand a refund because I know I am right. You know you are wrong. [redacted]
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/06) */
Hello [redacted],
We're sorry to hear that you haven't been able to fully enjoy your Christmas present! Rainbow Six Siege experienced an influx of users after the holiday that did cause server instability for some users. Our team is diligently...
working to resolve all issues as quickly as possible, and our support team would be more than happy to investigate your specific error. Please submit a question at http://support.ubi.com by clicking My Questions and then Ask a Question.
Our goal is to get you online successfully enjoying your game as quickly as possible. For refund policy information, please reach out to the retailer where your game was purchased. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
has been over a month now and the game is still not working, 90 percent of the time I cant complete a match before being kicked from team match making which means I earned nothing and wasted the time I had in the match as well as punishing teammates by making them a man down. The fixes they possibly tell you to do involves port forwarding and opening ports. I have tried to do this but it does not work b/c I have charter as my isp and they give you a dynamic ip address which means I cant effectively set up port forwarding. I can get a static ip but it would cost me extra money per month. I would have not bought this game if I knew this was a problem. I have gamed throughout the last 15 years and have not had to change and open other ports to access and play the games. These are games that are very demanding on your isp connection and the computer you have. I actually played several games by ubisoft in the late 90's/early 2000's and didn't have to do this. I just want my money back for this game, I'm not trying to get money for the countless hours ive tried to play the game and wasted time b/c I didn't get rewarded, unless I play terrorist hunt with teammates, which again I would not have bought the game if I could not player vs player. I was getting error ending in 41 consistently, now I'm getting error code 0xXXXXXXXX consistenly and booted and I got one different error today. I'm very frustrated that a company like ubisoft would have the nerve to use a name like ravenshield series and put a half finished game out on the market and expect people to pay 60 bucks for them to try and work out the bugs... its unexceptable.
Final Business Response /* (4000, 9, 2016/01/14) */
Hi [redacted],
We completely understand how disappointing it can be to encounter this kind of error when trying to play, and we would like to do everything possible to improve your experience. After reaching out to the support team, I see that you were contacted with a number of troubleshooting suggestions in addition to port forwarding that may help. As with any multiplayer experience, differences is settings and Internet connections can cause instability even when servers are running optimally. Addressing these possibilities with our support team may allow you to play the game you were hoping for. Any outstanding issues can then be reported to and addressed by our development team.
Refunds can only be handled through the retailer where the purchase itself took place, and you may have trouble returning a used product. We would appreciate the opportunity to resolve this so you can have access to the product you initially wanted instead. Please follow up on your open support case with any issues you encounter with troubleshooting and any other feedback. Your patience and communication is sincerely appreciated.
Hello [redacted],
I reached out to you on your previous Revdex.com case and advised you to update your ticket with the issue that you were encountering. The reasoning behind the cases being closed is due to our ticketing system. The system will close any ticket that has not been answered in four days. An...
agent has tried to reach out to you on your cases. Please update your case on our support page and we will continue to try and resolve the issue you are encountering. For reference, your case # is [redacted].
Complaint: [redacted]I am rejecting this response because: I don't have this error with any of the other games I play. Such games include FIFA17, Dont Starve, and GTA5. This is a problem unique to the game, despite it being a PS4 error. Maybe your software isn't completely compatible?Sincerely,[redacted]
Here is the forum thread on Ubisoft forums regarding this: http://f[redacted]
Its the largest thread on their site.
A LOT of people affected.
we all need your help as a community
I have reviewed your case and do see that [redacted] added the missing operator and some extra credits for you. Is there anything else that we can help you out with?
Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for bringing your issue to our attention.
I understand how frustrating it can be to be unable to play a game you love. I have reached out to the appropriate team regarding your request. You should have already been contacted by a...
Ghost Recon Phantoms support specialist with a resolution for your issue via your original ticket.
If you have any questions, please feel free to contact us again or update your ticket to speak directly with a specialist.
We apologize for the inconvenience and appreciate your patience in this matter. I hope that you can continue to enjoy your time with our games!
[redacted]
Senior Lead Support Representative
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Its so sad when you have to take an issue to this point, business like this have they're own support page, have a phone number for customer support, but they don't work.
I will accept the resolution, hoping that this issues stop happening to other users of this products.
Complaint: [redacted]I am rejecting this response because:My additional content was finally added. However, I've still received no updates on the disconnection problems that happen nearly every game (not just for me). I've reached out to customer support multiple times with no response. I have another screenshot of an attempt to gain insight but I've reached the attachment limit. It is approaching 2 weeks since the release date and the multiplayer barely functions. Sincerely,[redacted]
Hello [redacted],
Could I please have your case number for the issue that you have contacted us for? We can then send you troubleshooting steps to try and help you to connect and to play the game.
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi [redacted],
If you are on a console platform, such as an Xbox 360 or PS3, you should be able to play local co-op without any major issues.
In order to play the local cooperative mode on these consoles, you'll need an individual profile for...
both players on the systemone for yourself, and one for your brother.
Once there are two accounts, you should be able to play cooperative split screen in the game by selecting CO-OP from the main menu of the game and having each player select an account.
Split screen co-op is not available on the PC versions of Far Cry 3.
If you have any additional questions or concerns, please do not hesitate to reach out to our support team via support.ubi.com.
Hello [redacted],
I am sorry to hear about the issues you have been having with Risk. We have created a support case(#[redacted]) for you and have sent some troubleshooting instructions to you. Please reply on your case with the status of your issue after following those steps.
Hello [redacted], I do apologize but due to the fact that have no records of this operator being on your account, we will not be able to fulfill your request. If there is anything else that we can do for you, please let us know. Regards,[redacted]
Hello [redacted],
The issue that is causing that message to appear should now be fixed. Additionally, we have added some more information to your case that you have with us. If you continue to have any issues, please let us know via the case that you have with us and we will gladly assist...
you.
Thanks,
[redacted]
Complaint: [redacted]I am rejecting this response because:
While I didn't ask for compensation...
concerning the 3 hour wait, I was extremely dissatisfied with the service from the representative. No customer should have to wait 3 hours from a tier 1 publisher for assistance and then to have the chat disconnected is absolutely absurd (which is the primary source of frustration I have at the moment) and shows a distinct lack of care for the customer. In addition, I purchased the highest tier of the game that was available and then purchased additional content on top of that. No customer should be treated that way! I appreciate the apology, and I appreciate you taking the time to respond, kindly. I still do not feel as if this has been made entirely right. I received my credits 48hrs after purchase, including 24 hrs after I was advised to wait, after waiting 3 hours to not have an immediate resolution (pushing the credits to my account which was definitely possible as the agent advised). By the agent advising me that pushing the credits through would've created more problems, it told me that Ubisoft was completely fine with inconveniencing me, but couldn't be bothered to resolve the problem as quickly as possible.
That, in a nutshell, is why I'm frustrated. I paid for something, wasn't advised of the timeline or that there were technical problems, and when I came to Ubisoft for help, I not only had to wait but was "hung up" on.
Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: OK I forgive everything on ONE CONDITION...I need the Shortbows Sports Cap unlocked on my uplay account [redacted]Since it NEVER got unlocked when participating in the alpha for some unexplainable reason...Gimme that and we are good.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/17) */
Hi [redacted],
We at Ubisoft place a very high priority on the quality of the gameplay experience we deliver to our players. With 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 the use of exploits 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 permanent. We stand by their decision.
Hey [redacted],
Well I do truly apologize for the problems that you have had with the game. I have gone ahead and refunded that for you. The money will be returned to your account in 2-5 business days.
Regards,
[redacted]
Complaint: [redacted]I am rejecting this response because:
I am telling you AGAIN that I do not just meet the Minimum Requirements. I exceed the Recommended Requirements as specifically advertised by your company. Check the previous messages. My system is above and beyond what your company recommends from a hardware and software standpoint. If exceeding the Recommended Requirements does not ensure optimal performance why even advertise a Minimum and Recommended configuration? It is disingenuous to claim that I should not expect optimal performance. Your game is either broken or you have falsely advertised. Either way I will continue to demand a refund because I know I am right. You know you are wrong. [redacted]
Sincerely,[redacted]
Hello [redacted],
I apologize for any issues that you have had with the game. We have followed up with you on your case. Please reply there for further assistance.
Thank you!
Initial Business Response /* (1000, 5, 2016/01/06) */
Hello [redacted],
We're sorry to hear that you haven't been able to fully enjoy your Christmas present! Rainbow Six Siege experienced an influx of users after the holiday that did cause server instability for some users. Our team is diligently...
working to resolve all issues as quickly as possible, and our support team would be more than happy to investigate your specific error. Please submit a question at http://support.ubi.com by clicking My Questions and then Ask a Question.
Our goal is to get you online successfully enjoying your game as quickly as possible. For refund policy information, please reach out to the retailer where your game was purchased. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
has been over a month now and the game is still not working, 90 percent of the time I cant complete a match before being kicked from team match making which means I earned nothing and wasted the time I had in the match as well as punishing teammates by making them a man down. The fixes they possibly tell you to do involves port forwarding and opening ports. I have tried to do this but it does not work b/c I have charter as my isp and they give you a dynamic ip address which means I cant effectively set up port forwarding. I can get a static ip but it would cost me extra money per month. I would have not bought this game if I knew this was a problem. I have gamed throughout the last 15 years and have not had to change and open other ports to access and play the games. These are games that are very demanding on your isp connection and the computer you have. I actually played several games by ubisoft in the late 90's/early 2000's and didn't have to do this. I just want my money back for this game, I'm not trying to get money for the countless hours ive tried to play the game and wasted time b/c I didn't get rewarded, unless I play terrorist hunt with teammates, which again I would not have bought the game if I could not player vs player. I was getting error ending in 41 consistently, now I'm getting error code 0xXXXXXXXX consistenly and booted and I got one different error today. I'm very frustrated that a company like ubisoft would have the nerve to use a name like ravenshield series and put a half finished game out on the market and expect people to pay 60 bucks for them to try and work out the bugs... its unexceptable.
Final Business Response /* (4000, 9, 2016/01/14) */
Hi [redacted],
We completely understand how disappointing it can be to encounter this kind of error when trying to play, and we would like to do everything possible to improve your experience. After reaching out to the support team, I see that you were contacted with a number of troubleshooting suggestions in addition to port forwarding that may help. As with any multiplayer experience, differences is settings and Internet connections can cause instability even when servers are running optimally. Addressing these possibilities with our support team may allow you to play the game you were hoping for. Any outstanding issues can then be reported to and addressed by our development team.
Refunds can only be handled through the retailer where the purchase itself took place, and you may have trouble returning a used product. We would appreciate the opportunity to resolve this so you can have access to the product you initially wanted instead. Please follow up on your open support case with any issues you encounter with troubleshooting and any other feedback. Your patience and communication is sincerely appreciated.
Hello [redacted],
I reached out to you on your previous Revdex.com case and advised you to update your ticket with the issue that you were encountering. The reasoning behind the cases being closed is due to our ticketing system. The system will close any ticket that has not been answered in four days. An...
agent has tried to reach out to you on your cases. Please update your case on our support page and we will continue to try and resolve the issue you are encountering. For reference, your case # is [redacted].
Complaint: [redacted]I am rejecting this response because: I don't have this error with any of the other games I play. Such games include FIFA17, Dont Starve, and GTA5. This is a problem unique to the game, despite it being a PS4 error. Maybe your software isn't completely compatible?Sincerely,[redacted]
Hello [redacted],
I apologize for the inconvenience of not being able to access the unlimited content. Please try this code on your PS4:
[redacted]
If you have any issues with this code, please update your original case with us and we will investigate this...
further.
Thanks,
[redacted]
Here is the forum thread on Ubisoft forums regarding this: http://f[redacted]
Its the largest thread on their site.
A LOT of people affected.
we all need your help as a community
Hello [redacted],
I have reviewed your case and do see that [redacted] added the missing operator and some extra credits for you. Is there anything else that we can help you out with?
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for bringing your issue to our attention.
I understand how frustrating it can be to be unable to play a game you love. I have reached out to the appropriate team regarding your request. You should have already been contacted by a...
Ghost Recon Phantoms support specialist with a resolution for your issue via your original ticket.
If you have any questions, please feel free to contact us again or update your ticket to speak directly with a specialist.
We apologize for the inconvenience and appreciate your patience in this matter. I hope that you can continue to enjoy your time with our games!
[redacted]
Senior Lead Support Representative
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Its so sad when you have to take an issue to this point, business like this have they're own support page, have a phone number for customer support, but they don't work.
I will accept the resolution, hoping that this issues stop happening to other users of this products.
Complaint: [redacted]I am rejecting this response because:My additional content was finally added. However, I've still received no updates on the disconnection problems that happen nearly every game (not just for me). I've reached out to customer support multiple times with no response. I have another screenshot of an attempt to gain insight but I've reached the attachment limit. It is approaching 2 weeks since the release date and the multiplayer barely functions. Sincerely,[redacted]
Hello [redacted],
Could I please have your case number for the issue that you have contacted us for? We can then send you troubleshooting steps to try and help you to connect and to play the game.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
Hi [redacted],
If you are on a console platform, such as an Xbox 360 or PS3, you should be able to play local co-op without any major issues.
In order to play the local cooperative mode on these consoles, you'll need an individual profile for...
both players on the systemone for yourself, and one for your brother.
Once there are two accounts, you should be able to play cooperative split screen in the game by selecting CO-OP from the main menu of the game and having each player select an account.
Split screen co-op is not available on the PC versions of Far Cry 3.
If you have any additional questions or concerns, please do not hesitate to reach out to our support team via support.ubi.com.
Hello [redacted],
I am sorry to hear about the issues you have been having with Risk. We have created a support case(#[redacted]) for you and have sent some troubleshooting instructions to you. Please reply on your case with the status of your issue after following those steps.
Thanks,
[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]