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Heroes Community > Heroes 6 - The New Beginning > Thread: How to get your pre-order content from Ubisoft's grasp
Thread: How to get your pre-order content from Ubisoft's grasp
Frederik360
Frederik360


Adventuring Hero
Looking to the sky
posted November 11, 2011 12:57 AM bonus applied by alcibiades on 11 Nov 2011.

How to get your pre-order content from Ubisoft's grasp

Today I just ended my own struggle against Ubisoft with me receiving my content as was once advertised. Besides me I am sure, that there are many out there who didn't receive their content either. So I am gonna describe what I did to get it and provide you with some backup from EU + some print screens of Ubisoft's advertising should it be necessary.

Let's establish some general rules:
1. Be persistent! If you ordered from the Ubishop since their advertisment started airing at around 9th of March 2011, then you should be eligible. No matter what they say be sure of that.

2. This will take time, so be prepared to invest some hours. Although I have done a lot of the basic work you may still need to find some evidence yourself, specifically receits and order confirmations to prove your case. It will not always be easy.

3. IF YOU ARE A EU CITIZEN, then you have the right to demand, that Ubisoft repair your product(In our case, that would mean to provide us with the pre-order items), issue a refund or a reduction in price.

4. Be patient. Ubisoft has some of the slowest customer support I have ever experienced, so arm yourself with patience. You may sometime find a sweet spot, where you will receive a reply in one or a few hours, but don't expect this to be the standard mark.

I will use my case as an example to guide you through what I did. Hell, I will even throw in some typical Ubisoft responses and tell you what I answered to get through. So here we go:

My case started early October, when I received the game. I noticed Akasha and the Edge of Chaos was missing, so I started out by writing a post on ubisofts technical support site on this link: http://ubisoft-en.custhelp.com/app/answers/list/p/88,2333/
Just use the "Ask a Question" and post it under "General", which should eventually lead to some response.

This would be a good time to gather your evidence, while you wait for their initial reply. So far I have been asked to send a print screen of my order confirmation and/or shipping confirmation as well as my order number, email adress, full name and contact number(Never really figured out, what that one was, but assumed it had to be a phone number). So make sure you got this information ready to minimize any delay in processing. The faster you reply, the faster they will response. It is still possible despite your best efforts, that they won't answer for weeks or even a month. So I suggest you wait for tops 2 weeks, then update your post in your "Question history" on tech support and perhaps even create a new question. They may not advice this on the website, but sometimes that seems like the only way to get their attention.

Here was my example:
Hello Frederik

Thank you for contacting Ubisoft Technical Support regarding Heroes of Might and Magic VI.

In order to respond to this email, please update this incident (Please do not create a new incident)

Can you send me a printscreen of the confirmation email you received.

If you have any further queries or issues please do not hesitate to contact us again and we will assist you further.

Kind Regards,
Craig
Ubisoft Technical Support.


After I had done that I later received this email after continuesly updating the post and creating new ones(You might have to do the same, but remember to be fair. There is no reason to create 2 new posts/questions every single day. Update once every 5th-7th day and if you don't get a response between 1-2 weeks, then I would create another question, while keeping the first one updated.).

Here is the second email, which was usefull to some degree:
Hello Frederik

Thank you for contacting Ubisoft Technical Support regarding Heroes of Might and Magic VI.

In order to respond to this email, please update this incident (Please do not create a new incident)

You will need to contact the ubishop customer service about this issue.

If you have any further queries or issues please do not hesitate to contact us again and we will assist you further.

Kind Regards,
Craig
Ubisoft Technical Support.


ALTHOUGH THIS MAY SEEM LEGIT, THEN DON'T BE FOOLED! I have heard stories from people, who ended up facing customer support over the phone, which tried to convince them, that they had just thrown their codes away. WE KNOW BETTER! When I received this I knew I was about to end in a loop getting either thrown at customer support over a phone or receiving a message which would send me straight back to technical support. They don't seem to have a clue, who is supposed to take care of this issue. Anyways here is what I wrote to them after receiving this:

Hey Craig

I already did that once, but they told me to contact technical support. So why is it, that no one can give me an answer regarding my question and just keeps sending me in never ending circle between technical support and customer support? Can it really be true, that there is no one, who can answer this or want to take responsibility?

- Frederik


Shortly after I received this:
Hello Frederik

Thank you for contacting Ubisoft Technical Support regarding Heroes of Might and Magic VI.

In order to respond to this email, please update this incident (Please do not create a new incident)

To enable us to process this query please can you provide the following information:

Full Name
Order number
E-mail address that you used when ordering the game
Contact number

Once we have this information we will be able to send your problem though the correct channels and have it investigated further.

We thank you for your patience and understanding during this time.

If you have any further queries or issues please do not hesitate to contact us again and we will assist you further.

Kind Regards,
Craig
Ubisoft Technical Support.


I will only post some of my reply for that one, since it contains some degree of private information:

Hey Craig

Full name: Frederik XXXXXXXXX
Order number: XXXXXXXXXX
Email: XXXXXXXXXXXXXXXX
Contact number: Not sure if you are reffering to a phone number or another specified number on the webpage, but if it is a phone number, then I would rather be contacted through email.

Although I find this somewhat unnecessary since I already provided you with a print screen of the receit like you asked earlier, which should have all this information.

- Frederik


And finally I received this:

Hello Frederik

Thank you for contacting Ubisoft Technical Support regarding Heroes of Might and Magic VI.

In order to respond to this email, please update this incident (Please do not create a new incident)

Thank you for your patience.

Your code for the content is : XXXXXXXXX

Please use the link below to download the content :

Link to download the item: UK
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

If you have any further queries or issues please do not hesitate to contact us again and we will assist you further.

Kind Regards,
Craig
Ubisoft Technical Support.


This was all in all a process, which took about a month so patience is a necessity. During my times of waiting I actually presented my case to the European comission of consumer rights to make sure I had a vaild case, which it turns out it is. Here is the mail I received as a response to my enquiry:

Dear Frederik,

Online sellers in the EU are required to give you the following information before you make any purchases:
trader's postal and email address
main characteristics of the goods or services
total price of the goods or services, including all taxes
delivery costs
payment arrangements
whether or not you have a right of withdrawal from the contract
validity period of the offer or price
minimum duration of the contract.
This applies to purchases from registered online traders, but not to purchases made through online auction sites.
Be aware that it is good to check where the online seller is registered, as your EU rights only apply with sellers registered in the EU. An internet address ending ".eu", ".ie", or ".co.uk", and so on, does not guarantee that the seller is based in the EU.

When you buy from an online seller in the EU, you have two years to request repairs or replacements free of charge if the items turn out to be faulty or NOT AS ADVERTISED - in the same way as if you had bought them in a shop.
If the product cannot be repaired or replaced within a reasonable time or without inconvenience, you may request a refund or price reduction.
This means that if an item you bought in the EU does not look or work as advertised, the seller must repair or replace it free of charge, or give you a refund.
The two-year guarantee applies from the date of purchase or delivery.
You are not entitled to a refund if the problem is minor, such as a scratch on a CD case.

In the EU, you also have the right to cancel your online purchase within seven working days.
This seven-day "cooling off" period begins on the day when you receive your purchase.
You can choose to cancel your order for any reason within this timeframe - even if you simply changed your mind.
The seller must give you a refund within 30 days. This refund must include any shipping charges you paid when you made your purchase.
This applies whenever you buy goods outside a shop (for example by phone, fax, or mail order, as well as on the internet).
Although you have a right of refund, you will have to pay the postage costs of shipping goods bought online back to the seller.

To get help defending your rights in such a situation, contact your country's European consumer centre.
http://ec.europa.eu/consumers/ecc/contact_en.htm

I hope the information can be useful for you, should you need more help do not hesitate  
to contact our service again.

With our best wishes,

Your Europe Advice

To submit another enquiry, please visit Your Europe Advice, but do not reply to this e-mail.

Yours sincerely,

Your Europe Advice


That should be all for this time. However should any need the rest of the evidence I gathered I will gladly post some of the print screens as well as the advertising campaigns, as I will be checking up on this topic in the following days. Hope this can be of help to someone, who are in the same situation as I was. And at last I apologise for the very very long post, but sometimes evidence and explanation is necessary.

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alcibiades
alcibiades


Honorable
Undefeatable Hero
of Gold Dragons
posted November 11, 2011 07:12 AM

Thank you for this! If this will help just one person with trouble from UbiSoft, I guess that will add some sense to the trouble you went through.
____________
What will happen now?

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ShardofTruth
ShardofTruth


Hired Hero
posted November 11, 2011 09:42 AM

So there is still hope.

I guess the link you x'ed is an ubishop item with costs money but is refunded by the code you also got. Is it possible to post the link?
I could speed the negotiation with the Ubisoft support up, if they know, that something like this exists.

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Frederik360
Frederik360


Adventuring Hero
Looking to the sky
posted November 12, 2011 02:51 AM

Quote:
So there is still hope.

I guess the link you x'ed is an ubishop item with costs money but is refunded by the code you also got. Is it possible to post the link?
I could speed the negotiation with the Ubisoft support up, if they know, that something like this exists.


So far I haven't x'ed any link. I have x'ed my full name, email adress, order number and the code I received for Akasha and Edge of Chaos. So don't think any of those could speed up the process, except of you were thinking, that it was a general code to get a discount which would make it a sort of scam, which I won't participate in. But as I said, all the relevant information is listed along with a few extra bits. Should you however need pictures of their advertisment campaign, then I can post them as well. Just say the word.    

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ShardofTruth
ShardofTruth


Hired Hero
posted November 12, 2011 09:11 AM
Edited by ShardofTruth at 09:28, 12 Nov 2011.

Yes, you x'ed the link
Quote:
Link to download the item: UK
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX


But it's no problem, because I received an email yesterday with my code and download link (which is different for the country I'm living in anyway).
So this matter is solved now and I'm really happy.

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Frederik360
Frederik360


Adventuring Hero
Looking to the sky
posted November 12, 2011 02:03 PM

Quote:
Yes, you x'ed the link
Quote:
Link to download the item: UK
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX


But it's no problem, because I received an email yesterday with my code and download link (which is different for the country I'm living in anyway).
So this matter is solved now and I'm really happy.



Great to hear

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Thanir
Thanir


Adventuring Hero
posted November 19, 2011 05:58 PM

Today I also finally got my two missing pre-order items from Ubisoft. I don't think it should take that long to resolve such a problem (took me nearly a month to get it) but I'm happy nevertheless.

But they really need to communicate more with the customer because waiting weeks without any news and answers simply gives you the feeling of being ignored. I'm not sure whether I will ever order anything again in the UbiShop...
____________
Understanding is a three-edged sword. Your side, their side, and the truth.

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