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| Thread: How I payed for nothing - be aware of Ubisoft | |
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Ri82
Tavern Dweller
Timber Wolf
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posted July 09, 2011 09:31 AM |
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How I payed for nothing - be aware of Ubisoft
I'm a huge fan of Heroes series. I've spent a lot of time in Heroes I, II, III. I don't liked Heroes IV, but played V also a lot.
And some weeks ago I've found a news about Ubisoft is making a Heroes VI. And even more - that there is a free beta access for people who will pre-order the game. Of course I've made a pre-order of Deluxe Digital edition at same day - at 1st of July:
And today I opened a paypal claim and I'm planing to get a full refund for this product. Even being a huge fan of Heroes, I don't want to deal with Ubisoft anymore and will not play Heroes 6. How did this happened? Just look at this 2 screenshots:
Ignorance. Indifference. Stupidity. This 3 words are to describe what is happening. And now all info about beta is deleted from Ubisoft site, the download form is removed and in the end it looks like I will not get anything, so, I'm not interested in Heroes 6 anymore.
I wanted Heroes 6 beta badly, I've payed for it, and I didn't get neither it, nor an explanations. This game is made by this people, who didn't respect their customers at all.
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Elvin
Admirable
Omnipresent Hero
Endless Revival
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posted July 09, 2011 09:48 AM |
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Edited by Elvin at 09:52, 09 Jul 2011.
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This is so messed up.. Perhaps Irina our new community developer could help, here is her mail:
Irina.Kassina@ubisoft.com
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H5 is still alive and kicking, join us in the Duel Map discord server!
Map also hosted on Moddb
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Brukernavn
Hero of Order
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posted July 09, 2011 01:07 PM |
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There is a sticky on the official forum that should solve your problem:
http://forums.ubi.com/eve/forums/a/tpc/f/8611048239/m/7051089439
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Ri82
Tavern Dweller
Timber Wolf
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posted July 09, 2011 02:17 PM |
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Thank for answers.
Actually, the problem is in that it's all too late. There is no more "beta download form" anywhere, so...
Of course, at July 1st I've googled my question all around Ubisoft's sites and forums. There were nothing. So I've contacted "customers service" (9 days ago!) and were waiting for adequate response for all this time. The topic you've mentioned appeared at Jul 5th, and it's actually not about "downloading of beta", and at this moment I was already tired of searching for answer and dropped this.
Anyway, for all this time I was pretty sure that customer support is exactly what I need to get an actual and fast response on my problem. I was wrong. So, don't ever rely on Ubisoft's support service  And that is a reason I've started this topic 
Now I can start to PM or email someone, or, maybe, should crawl on my knees to Ubisoft's headquarters begging to help me... But actually I don't want to. As for now I will wait until Ubisoft will respond to my support ticket, paypal claim or just for automated moneyback.
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Cepheus
Honorable
Legendary Hero
Far-flung Keeper
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posted July 09, 2011 02:30 PM |
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I'm very sorry to hear it. Indeed, it's true that the bureaucracy in Ubisoft is simply beyond terrible - their support teams are abysmal (hell, one of the game's developers is doing more troubleshooting on the forum than all of them put together). I hope at least that your refund claim is honoured quickly.
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"Those who forget their history are inevitably doomed to repeat it." —Proverb, Might and Magic VIII
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Nelgirith
Promising
Supreme Hero
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posted July 09, 2011 02:48 PM |
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Quote:
I'm very sorry to hear it. Indeed, it's true that the bureaucracy in Ubisoft is simply beyond terrible - their support teams are abysmal (hell, one of the game's developers is doing more troubleshooting on the forum than all of them put together). I hope at least that your refund claim is honoured quickly.
You've never met the Blizzard Customer Service then  Sadly, it seems to be a common trend with all those big game developpers to have snowty CS 
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Warmonger
Promising
Legendary Hero
fallen artist
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posted July 09, 2011 03:27 PM |
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Sounds just like my recent encounter with Amazon. Damn, I'll start to avoid online shopping now 
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DimensiO
Tavern Dweller
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posted July 11, 2011 10:24 AM |
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A few weeks ago I wrote a message to ubisoft to give my compliments and thanks on their work on the assassins creed revelations trailer. The bad part was that there is no other way to contact them other than their support team.
I recieved the same response you had, they didnt even read the message and marked it as solved for themselves. When I compare that to how easy and transparant valve is with their customers, then there is something really wrong.
Ubisoft is dead in my eyes and HOMM 6 just doesnt bring anything new.
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Ri82
Tavern Dweller
Timber Wolf
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posted July 11, 2011 10:54 AM |
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Quote:
I received the same response you had, they didnt even read the message and marked it as solved for themselves
Probably, there is no one there in Ubisoft support department at all 
Seriously, the only thing I've got is "common automated answers" in their own system, and no response at all in any other way. As for now I feel calm and if someone from Ubisoft will pay even a tiniest bit of attention and help me with my problem, I'll probably forgive them. But I don't think that this company will ever bother itself helping their clients with their problems. They're huge, they sold millions of copies a day, so, one more, one less... They actually don't even need a support center, I'll say thinking this way...
So, there is 8 days left until paypal will make an automated refund (cause Ubisoft didn't even answered at paypal claim ). If this will happen, I think that in the end I'll just buy Heroes 6 this autumn in regular store (or download it from torrents), without any deluxe goods or subscriptions, just to try, may be the game isn't that bad as the company that made it.
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Ri82
Tavern Dweller
Timber Wolf
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posted July 11, 2011 01:16 PM |
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Edited by Ri82 at 13:20, 11 Jul 2011.
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Hey, people! Just look what I received today:
Isn't it awesome?
I don't know what to answer. The beta download page (www.MMH6.com/BETA) is not accessible anymore. And he is asking me to make a screenshot of the error I saw there...
I'm absolutely not understanding what is going on... This is really messed up. I can't see other solution than to get moneyback and forget about this game.
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Elvin
Admirable
Omnipresent Hero
Endless Revival
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posted July 11, 2011 01:32 PM |
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It can be a real mess with all the different ubi departments, I remember customer support during H5 was similarly.. poor. Either way I forwarded the issue to Irina, not entirely sure how she can help but for all we know there are others with the same problem and we can't just overlook it.
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H5 is still alive and kicking, join us in the Duel Map discord server!
Map also hosted on Moddb
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Ankhes
Hired Hero
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posted July 11, 2011 02:01 PM |
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Yes Ubisoft support is joke. I was lucky enough to fail to buy from their ubishop. I couldn't process payment and was asking their support for advice. I provided them error msg, screenshot etc. and they gave me possible solution. It didn't help so I asked them again and they did copy/paste of the previous advice and then i again told that I already tried it. Then surprisingly I got again the same response and I told them to stop copy/paste previous advices and then they stopped answering to my e-mail. I gave up and after few days I have got e-mail that they haven't heard from me and they changed status of my problem to SOLVED
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Seraphim
Supreme Hero
Knowledge Reaper
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posted July 11, 2011 05:30 PM |
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Quote:
Yes Ubisoft support is joke. I was lucky enough to fail to buy from their ubishop. I couldn't process payment and was asking their support for advice. I provided them error msg, screenshot etc. and they gave me possible solution. It didn't help so I asked them again and they did copy/paste of the previous advice and then i again told that I already tried it. Then surprisingly I got again the same response and I told them to stop copy/paste previous advices and then they stopped answering to my e-mail. I gave up and after few days I have got e-mail that they haven't heard from me and they changed status of my problem to SOLVED
The only thing I can say is LOL.
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Ri82
Tavern Dweller
Timber Wolf
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posted July 11, 2011 09:25 PM |
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The end of the story:
Actually, I was hoping for something better than this, but...
Notice for everyone: don't waste your time contacting Ubisoft support services, there is no live people there, only bots that are configured for "extra advanced time wasting by dummy questions". If you have any problem - check community forums and Google. If there are no answers there - there is no answers at all.
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infinitus
Supreme Hero
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posted July 11, 2011 09:50 PM |
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Quote:
don't waste your time contacting Ubisoft support services, there is no live people there, only bots
OMG Skynet get control over UBIsoft ! John Connor please save us all !
Imagine if same bots read our impressions, feedback from beta. Looks like big waist of our time 
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Nothing's impossible
http://www.youtube.com/watch?
v=loCSLJ6IodY
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Elvin
Admirable
Omnipresent Hero
Endless Revival
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posted July 12, 2011 05:35 PM |
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Looks like there might be a different ending should you so choose. Irina contacted me and said that you received an answer from the CS with apology and a new BETA key
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H5 is still alive and kicking, join us in the Duel Map discord server!
Map also hosted on Moddb
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Ri82
Tavern Dweller
Timber Wolf
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posted July 12, 2011 05:58 PM |
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Yes, I can approve. Today I've received a working beta key
Thanks to Thomas Beach - the first real man in Ubisoft support who talked to me, and, of course, to Elvin and Irina.
Actually, I'm already downloading beta and is planning to re-order the Deluxe edition of Heroes 6 the same time the refund will arrive at my banking account.
So, good news everyone, there is live people there in Ubisoft! But it looks like you can't contact them without the help of this community, so, stay a part of it :3
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Elvin
Admirable
Omnipresent Hero
Endless Revival
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posted July 12, 2011 06:09 PM |
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Heheh, like I said ubi can be complicated  Let us know how it goes with the beta.
____________
H5 is still alive and kicking, join us in the Duel Map discord server!
Map also hosted on Moddb
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Razorphilia
Tavern Dweller
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posted July 13, 2011 01:41 AM |
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Irina must be a wizard! It is good to see a happy ending.
I know it's not for everyone, but in the future you should really check out Steam. UbiSoft distributes a lot of their games on there, and I've never had a serious problem with Steam. (Had a minor one with Civ5, but it was cleared up within days by a patch.)
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