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View Full Version : UK Preorder problems - what we know



GarethNelson
10-30-2012, 10:04 AM
I'm writing this from a UK viewpoint.Correct me if i'm wrong, i'd like to summarise the current situation to help out those with problems without having to go through the other 90+ page thread.So far, it seems there's 3 basic categories of problem:
Cancelled preorders - apparently effecting only the freedom edition - file a ticket on support.ubi.com - don't know the prognosis here, someone update please - see http://forums.ubi.com/showthread.php/720923-Anyone-else-s-Freedom-Edition-through-Ubishop-been-cancelled-!?p=8661155&viewfull=1#post8661155 for more info on the official way forward for this
Payment problems - mainly due to expired debit card authorisations if you preordered early - if your order is stuck on "Order submitted" it's this, call ubishop support ASAP or file a ticket, prepare for disappointment if it turns out to be stock issues - this happens because ubishop haven't been paid, some people's funds may be in "limbo" too without being claimed by digital river's merchant account and not yet returning either. You need to get a refund from them, complain formally and buy the game elsewhere - sorry :(
"Order in processing" - orders stuck on this status, some of which the invoice page on ubishop is crashing (Internal server error) - this is where my own order is currently stuck - the good news is this looks like a software error and these orders may actually be with UPS already, but it's wise to file a support ticket anyway and keep checking your email (including spam box just in case) - keep an eye out for the UPS van too - there is also the possibility these orders are in a corrupted state in digital river (ubishop)'s database and might not get signalled to the warehouse at all - hopefully not, but if you can afford it and want to play on release date, get your *** to a local store and get a friend or family member to watch for the van (this is what i'm doing)
Apparently some category 3 people waited all day yesterday and did get a dispatch mail this morning - I haven't myself yet, nor have many others, but that's optimistic. These ones may turn up the day after release however, so if release day is important to you then make sure to buy elsewhere if you can afford to.Get on the phone at 3pm to UbiShop - not soft, shop - different company (digital river ltd) if you're in category 2 or 3 and worried, but don't tie up the lines if you don't have to as they're already under high load right now.If i've missed anything, share it.


[UPDATE]

If you "paid" by card, double check that card has sufficient balance etc right now or your category 3 might revert to a category 2 since they charge on shipping - if paid by paypal you can relax and not worry about this problem


Why do I get the feeling ubisoft are now known as PhiCorp?



[UPDATE]


If I remember correctly. Digital River support will not be able to help much as the support is now handled in-house. I still have the number for Digital River and if you call them, they will give you the new number to call.

The number to call Ubishop Support for UK Customers is, 0844 3814143 (Don't forget to check with the bill payer, etc, before you call this number)

Mr_Shade has also given some contact details to send a support ticket and that is located here http://forums.ubi.com/showthread.php/718962-Ubisoft-Processing-Orders?p=8659572&viewfull=1#post8659572



Note also, if you paid by paypal and they deliver 3 or more days late (I know even 1 day sucks) then file a dispute on the paypal website - but give them a chance to deliver first.


[UPDATE]

If your order is category 3 and you're getting a server error, use this link instead:
https://www.findmyorder.com/sstore?Action=DisplayHomePage&SiteID=findmyor&Locale=en_GB

If the invoice doesn't load there, THEN panic as that implies it's totally absent from the database and not merely a victim of a random glitch at shop.ubi.com

[UPDATE]

If you're category 3, things are looking up - people are reporting shipping mails with tracking showing the package as being sent yesterday, there is hope!

[UPDATE]

Looks like us category 3 people are getting the game on release date, sent out yesterday - expect a shipping mail soon

GarethNelson
10-30-2012, 10:05 AM
It'd be helpful for people who know them to post phone numbers here, I didn't have them to hand.

stagman1993
10-30-2012, 10:16 AM
Yup im in catagory 3, spoke to ubishop yesterday they asured be all copies would be shipped yesterday well i still havent had a dispatch email and payment still has not been taken. In my opinion this is just shambolic however if it is shipped early enough today talking probably before 1 ups can still deliver tomorrow slim chance though.

mjsmufc99
10-30-2012, 10:21 AM
Yeah I'm in category 3. I paid with PayPal and money was taking almost 7 months ago. And no they didnt give me the cash back

DriedAxe
10-30-2012, 10:22 AM
If I remember correctly. Digital River support will not be able to help much as the support is now handled in-house. I still have the number for Digital River and if you call them, they will give you the new number to call.

The number to call Ubishop Support for UK Customers is, 0844 3814143 (Don't forget to check with the bill payer, etc, before you call this number)

Mr_Shade has also given some contact details to send a support ticket and that is located here http://forums.ubi.com/showthread.php/718962-Ubisoft-Processing-Orders?p=8659572&viewfull=1#post8659572

Rather than having 2 or more threads on this matter, it may be worth adding the OP to the OP on the other thread and then have it stickied so as to keep everything in one place.

GarethNelson
10-30-2012, 10:23 AM
Yeah I'm in category 3. I paid with PayPal and money was taking almost 7 months ago. And no they didnt give me the cash back

If it comes to about 3 days after release date and you don't have it, file a dispute

GarethNelson
10-30-2012, 10:39 AM
If I remember correctly. Digital River support will not be able to help much as the support is now handled in-house. I still have the number for Digital River and if you call them, they will give you the new number to call.

The number to call Ubishop Support for UK Customers is, 0844 3814143 (Don't forget to check with the bill payer, etc, before you call this number)

Mr_Shade has also given some contact details to send a support ticket and that is located here http://forums.ubi.com/showthread.php/718962-Ubisoft-Processing-Orders?p=8659572&viewfull=1#post8659572

Rather than having 2 or more threads on this matter, it may be worth adding the OP to the OP on the other thread and then have it stickied so as to keep everything in one place.

I've already asked a mod to sticky this and i'm trying to keep the first post up to date so people have 1 place to get the info

mjsmufc99
10-30-2012, 10:42 AM
If it comes to about 3 days after release date and you don't have it, file a dispute

Will do mate, thanks for replying and helping us feel a bit calmer now. Still annoyed but calmer that people are helping each other

winstano
10-30-2012, 10:42 AM
Count me in Category 3. The odd thing is, I can actually see my invoice.

Ordered March 26th, the day they went on sale, aprroximately half an hour after they were announced.

Also, as stated in the other thread, if you do ring UbiShop support, PLEASE STAY CALM. Express your disappointment, but don't start ranting and raving at the guys on the end of the phone. They're being paid to do their job, which is to provide you with as much information as they can. They can't give you any more information than they have access to, and they certainly don't have authority to get your parcel details from the warehouse etc!

DriedAxe
10-30-2012, 10:47 AM
I'm writing this from a UK viewpoint.Correct me if i'm wrong, i'd like to summarise the current situation to help out those with problems without having to go through the other 90+ page thread.So far, it seems there's 3 basic categories of problem:
Cancelled preorders - apparently effecting only the freedom edition - file a ticket on support.ubi.com - don't know the prognosis here, someone update please - see http://forums.ubi.com/showthread.php/720923-Anyone-else-s-Freedom-Edition-through-Ubishop-been-cancelled-!?p=8661155&viewfull=1#post8661155 for more info on the official way forward for this
Payment problems - mainly due to expired debit card authorisations if you preordered early - if your order is stuck on "Order submitted" it's this, call ubishop support ASAP or file a ticket, prepare for disappointment if it turns out to be stock issues - this happens because ubishop haven't been paid, some people's funds may be in "limbo" too without being claimed by digital river's merchant account and not yet returning either. You need to get a refund from them, complain formally and buy the game elsewhere - sorry :(
"Order in processing" - orders stuck on this status, some of which the invoice page on ubishop is crashing (Internal server error) - this is where my own order is currently stuck - the good news is this looks like a software error and these orders may actually be with UPS already, but it's wise to file a support ticket anyway and keep checking your email (including spam box just in case) - keep an eye out for the UPS van too - there is also the possibility these orders are in a corrupted state in digital river (ubishop)'s database and might not get signalled to the warehouse at all - hopefully not, but if you can afford it and want to play on release date, get your *** to a local store and get a friend or family member to watch for the van (this is what i'm doing)
Apparently some category 3 people waited all day yesterday and did get a dispatch mail this morning - I haven't myself yet, nor have many others, but that's optimistic. These ones may turn up the day after release however, so if release day is important to you then make sure to buy elsewhere if you can afford to.Get on the phone at 3pm to UbiShop - not soft, shop - different company (digital river ltd) if you're in category 2 or 3 and worried, but don't tie up the lines if you don't have to as they're already under high load right now.If i've missed anything, share it.


[UPDATE]

If you "paid" by card, double check that card has sufficient balance etc right now or your category 3 might revert to a category 2 since they charge on shipping - if paid by paypal you can relax and not worry about this problem


Why do I get the feeling ubisoft are now known as PhiCorp?



[UPDATE]





Note also, if you paid by paypal and they deliver 3 or more days late (I know even 1 day sucks) then file a dispute on the paypal website - but give them a chance to deliver first.


[UPDATE]

If your order is category 3 and you're getting a server error, use this link instead:
https://www.findmyorder.com/sstore?Action=DisplayHomePage&SiteID=findmyor&Locale=en_GB

If the invoice doesn't load there, THEN panic as that implies it's totally absent from the database and not merely a victim of a random glitch at shop.ubi.com


I've already asked a mod to sticky this and i'm trying to keep the first post up to date so people have 1 place to get the info

I have updated the OP on the other thread. It may be best to merge these so as to keep all replies and any other new information in one place, seeing as the other thread has matured it would make sense.

GarethNelson
10-30-2012, 10:49 AM
Up to the mods to decide that, but we do need one place to quickly get this info

winstano
10-30-2012, 10:51 AM
I was gonna start a new thread for this, but there's absolutely no point.

This would not have happened if they'd have allowed a couple more retailers to get a hold of the Freedom Edition. Yes, I know that some retailers "need" exclusives to sell to their audience, but given Gamestop's track record, I thought I'd go with Ubi directly. If they'd have given a few copies to Shopto, or Amazon, I'd have immediately had 2 more reliable avenues to purchase it, and would've probably had my copy today.

At the end of it all, yes, it's just a game, but I'd liked to have thought things would've been a lot smoother than this...

GarethNelson
10-30-2012, 10:53 AM
I was gonna start a new thread for this, but there's absolutely no point.

This would not have happened if they'd have allowed a couple more retailers to get a hold of the Freedom Edition. Yes, I know that some retailers "need" exclusives to sell to their audience, but given Gamestop's track record, I thought I'd go with Ubi directly. If they'd have given a few copies to Shopto, or Amazon, I'd have immediately had 2 more reliable avenues to purchase it, and would've probably had my copy today.

At the end of it all, yes, it's just a game, but I'd liked to have thought things would've been a lot smoother than this...

Please don't start new threads - trying to centralise here.......


Yeah, it's just a game - a game we're all looking forward to and paid money for

NinjaOnFire
10-30-2012, 10:53 AM
I was gonna start a new thread for this, but there's absolutely no point.

This would not have happened if they'd have allowed a couple more retailers to get a hold of the Freedom Edition. Yes, I know that some retailers "need" exclusives to sell to their audience, but given Gamestop's track record, I thought I'd go with Ubi directly. If they'd have given a few copies to Shopto, or Amazon, I'd have immediately had 2 more reliable avenues to purchase it, and would've probably had my copy today.

At the end of it all, yes, it's just a game, but I'd liked to have thought things would've been a lot smoother than this...

it isn't 'just a game'. It is a specific, premier product that the business is failing to distribute to customers. Basically all of whom have ALREADY PAID.

siege187
10-30-2012, 10:58 AM
No longer Cat 3, just got my shipping email. According to UPS tracking info it was processed around midday yesterday, then picked up at around 7. I must admit I was starting to get really worried, and agitated too, but tracking info says it will be delivered by end of tomorrow. Hope you guys are as fortunate.

I just checked my order on UbiShop, still showing as In Process and still cannot access my invoice, but shows tracking number under the Freedom Edition product name.

GarethNelson
10-30-2012, 11:00 AM
No longer Cat 3, just got my shipping email. According to UPS tracking info it was processed around midday yesterday, then picked up at around 7. I must admit I was starting to get really worried, and agitated too, but tracking info says it will be delivered by end of tomorrow. Hope you guys are as fortunate.

I just checked my order on UbiShop, still showing as In Process and still cannot access my invoice, but shows tracking number under the Freedom Edition product name.

That's good news then, we need a new category here - "category S" for shipped? I'm only half serious

GarethNelson
10-30-2012, 11:10 AM
Looks like a few people are getting shipping mails now, and they were indeed processed yesterday, going to update the OP

stagman1993
10-30-2012, 11:14 AM
>.> My money wasnt even taken yesterday so i doubt mine was processed or anything yesterday.

Mr_Shade
10-30-2012, 11:15 AM
Mornng guys,


I'm trying to get some information for you all - however please do contact Ubishop support [via website] in the mean time- if you have not already.


I don't want people waiting and waiting - please do get in touch with them [it's free to use the website]

LordMuha
10-30-2012, 11:16 AM
Yeah, those of you who have got shipping confirmations/tracking numbers, have you had money taken from your account? Still nothing withdrawn from my account so it makes hoping for a dispatch confirmation seem a bit pointless today.

stagman1993
10-30-2012, 11:19 AM
Still no money taken i submitted a ticket a few days ago still no reply im fuming here a copany should not be able to operate with such deplorable business practices. Not to mention we cant even directly talk to customer support till 3.

Thanks Shade feel bad for you having to put up with this.

DUBBLEJD182
10-30-2012, 11:25 AM
Mine was shipped yesterday but the money wasn't taken until today

LordMuha
10-30-2012, 11:26 AM
Scrap my last reply. Just got a confirmation of shipping for one of my orders, sadly it's the one going to my old address. At least things are getting going!

GarethNelson
10-30-2012, 11:26 AM
Yeah, those of you who have got shipping confirmations/tracking numbers, have you had money taken from your account? Still nothing withdrawn from my account so it makes hoping for a dispatch confirmation seem a bit pointless today.

I just had mine (woohoo), paid via paypal - i'm no longer cat3

stagman1993
10-30-2012, 11:37 AM
Sounds like they might be moving through things hopefully i might get an email soon.

Mr_Shade
10-30-2012, 11:44 AM
Still no money taken i submitted a ticket a few days ago still no reply im fuming here a copany should not be able to operate with such deplorable business practices. Not to mention we cant even directly talk to customer support till 3.

Thanks Shade feel bad for you having to put up with this.

Not a problem - it's all part of parcel of the job ;)


You can contact Ubishop support at any time - they have a web form - so please make sure you use it.

I suggest you also follow what Ubisoft Support suggest - they are a different team, so can't directly help with order issues, but can make sure the correct team know.


'
If you pre-ordered Assassin's Creed III from the Ubishop and your pre-order has been cancelled.
Please visit http://support.ubi.com/
and submit a support question.

Please include your order number, when the order was made, and any other details that may be relevant to your order. Unfortunately, store issues cannot be answered directly through this page and we want to make sure that the team dedicated to store support will receive your information. Thank you for your understanding as we investigate this matter further.'

mjsmufc99
10-30-2012, 11:46 AM
Sounds like they might be moving through things hopefully i might get an email soon.

Yeah let's hope we both get an email, the order is probably on the way but we need confirmation

Mr_Shade
10-30-2012, 11:49 AM
I would double check with shop support - rather than just waiting - just to be on the safe side [ I would not like to leave you waiting and nothing happens]

Free support available via the websites - OR - you maybe able to phone them - however call charges may apply.

France https://shop.ubi.com/store/ubiemea/fr_FR/DisplayContactFormPage/ThemeID.8605700#bottomForm
UK https://shop.ubi.com/store/ubiemea/en_GB/DisplayContactFormPage/ThemeID.8605700#bottomForm
Germany https://shop.ubi.com/store/ubiemea/de_DE/DisplayContactFormPage/ThemeID.8605700#bottomForm
Austria https://shop.ubi.com/store/ubiemea/de_AT/DisplayContactFormPage/ThemeID.8605700#bottomForm
Spain https://shop.ubi.com/store/ubiemea/es_ES/DisplayContactFormPage/ThemeID.8605700#bottomForm
Italy https://shop.ubi.com/store/ubiemea/it_IT/DisplayContactFormPage/ThemeID.8605700#bottomForm
Netherlands https://shop.ubi.com/store/ubiemea/nl_NL/DisplayContactFormPage/ThemeID.8605700#bottomForm
Denmark https://shop.ubi.com/store/ubiemea/da_DK/DisplayContactFormPage/ThemeID.8605700#bottomForm
Finland https://shop.ubi.com/store/ubiemea/fi_FI/DisplayContactFormPage/ThemeID.8605700#bottomForm
Norway https://shop.ubi.com/store/ubiemea/no_NO/DisplayContactFormPage/ThemeID.8605700#bottomForm
Sweden https://shop.ubi.com/store/ubiemea/sv_SE/DisplayContactFormPage/ThemeID.8605700#bottomForm
Poland https://shop.ubi.com/store/ubiemea/pl_PL/DisplayContactFormPage/ThemeID.8605700#bottomForm
Australia https://shop.ubi.com/store/ubiemea/en_AU/DisplayContactFormPage/ThemeID.8605700#bottomForm
Any other countries https://shop.ubi.com/store/ubiemea/en_IE/DisplayContactFormPage/ThemeID.8605700#bottomForm


sorry if I am boring you all with these links - BUT - they are important ;)

stagman1993
10-30-2012, 11:50 AM
Yeah let's hope we both get an email, the order is probably on the way but we need confirmation

Have they taken payment from you yet? They havent for me thats main reason im worried.

LordMuha
10-30-2012, 11:55 AM
Have they taken payment from you yet? They havent for me thats main reason im worried.

I've not had payment taken and one of mine has been shipped.

stagman1993
10-30-2012, 11:57 AM
I've not had payment taken and one of mine has been shipped.

Ok thanks that at least gives me some hope that they are dispatching the next wave so to speak and mine may be shipped soon.

winstano
10-30-2012, 12:28 PM
I've just had my order page updated with a tracking no. Parcel is currently in Dusseldorf.

SPITFIRE_24
10-30-2012, 12:41 PM
After having a mad panic yesterday (after going dark on AC and not worrying at all about my order) I've just got my dispatch email in the last 10 minutes and the tracking site shows that my order was actually processed and started shipping yesterday morning, despite the order status on UbiShop as "in Process". Estimated delivery "by the end of tomorrow", so looks like I'll be getting it on release after all.

So it seems like things have just been a bit slow (possibly due to the high amount of orders), but judging by my experience and quite a few others on here, things are finally going in the right direction (no pun intended).

Hope that can put some people's minds at rest.

winstano
10-30-2012, 01:36 PM
So has everyone got their emails now then? This thread's gone deathly quiet!

SPITFIRE_24
10-30-2012, 02:03 PM
It would seem that way. Otherwise I suspect there would be an uproar of people getting angry.

Everyone's calmed down and has gone to get on with their lives, or gone to the UK Pre-order Thread.

Mad_Fox84
10-30-2012, 02:19 PM
So has everyone got their emails now then? This thread's gone deathly quiet!
No I still haven't.

SPITFIRE_24
10-30-2012, 02:27 PM
No I still haven't.

Where did you order it from?

Mad_Fox84
10-30-2012, 02:30 PM
Where did you order it from?
Ubishop. I had to reorder yesturday, because my preorder from March screwed up because of an expired card. Ubisoft failed to tell me this and I did change card details last week.
My copy of Liberation has arrived from Shopto. I would have ordered AC3 from there, but I wanted the freedom edition.

SPITFIRE_24
10-30-2012, 02:45 PM
Ubishop. I had to reorder yesturday, because my preorder from March screwed up because of an expired card. Ubisoft failed to tell me this and I did change card details last week.
My Liberation has arrived from Shopto. I would have ordered AC3 from there, but I wanted the freedom edition.

Depends what time you ordered it yesterday really. If you did it first thing then you MIGHT get it tomorrow. I pre-ordered the Freedom Edition from Ubishop too at the start of the month and only got the dispatch email this morning, but when I checked the tracking number it had actually been dispatched yesterday from Germany.

But if you ordered it in the afternoon/evening you might end up getting it a day or two late annoyingly. Unless they get it processed quickly and UPS get a wriggle on.

However, like I said, don't worry about not getting the dispatch email yet. They have been late for quite a lot of people, including myself. I wouldn't get your hopes up for delivery tomorrow, nor should you get too downbeat if the dispatch email doesn't reach you today/tomorrow, clearly there's been a communications error or the high volume of orders have put a fair bit of strain on the Ubi servers.

With regards to the cancelled order you could try and get in touch with Ubi and tell them that you weren't notified about it and now might not get AC3 on release day. I don't expect them to go "here have it for free then" but you should let them know so others can avoid the same problem in the future.

TheAlphaFest
10-30-2012, 02:54 PM
Well Im Cat 1. Id say for now Cat 1 should be top priority.

I paid in May. The money went out my account and into Ubisoft. Up to tomorrow, my order has been down as submitted. Then 9pm yesterday, BOOM! Cancelled and not cancelled by me. Whats worse, is I got no information what so ever on why it was cancelled other than "It could be out of stock."
Thats disgusting to say the least, because I found someone had ordered two weeks ago, and got their dispatch email. That is truly disgraceful from a company full stop. I ordered and paid back in MAY. My name should have been on a package as soon as then, waiting for the Freedom Edition to be put in.

Why on earth was that person, and many more who ordered in the last month, allowed to have their orders, when me and others ordered back in March, April, May, have had their orders wiped off the record? It should be first come, first save. Full stop. We ordered before many here even thought of getting it.

Whats worst, is my money has not yet been returned to me, and I do not have the funds to re-order it.

Disgusting. And no one has given reason why, no one official from Ubisoft seem to give a crap either.

Im expecting them to extend the sale of the Freedom Edition, or at least make more for me and the others who have ordered right when the game was announced.

I have given a ticket question, which is probably going to be answered after Wednesday, and I will be giving a very firm phone call. None of this "We will refund your money, please contact" online ****. I will be expecting them to answer the questions I have, and making sure they extend the Freedom Edition sale further. Thats all on top of a full apology from them for disgraceful service.

If anyone tells me to calm down, I will simply ignore it. Read all of the above because if you were me, you would be feeling out of pocket and cheated too. I will however say thank you to the forum mods who are trying their best to keep us in the loop and all, appreciated greatly, thank you.

shinyFezzan
10-30-2012, 03:03 PM
Mine says dispatching soon, WTF amazon dispatch it NOW!!!!!

SPITFIRE_24
10-30-2012, 03:14 PM
Well Im Cat 1. Id say for now Cat 1 should be top priority.

I paid in May. The money went out my account and into Ubisoft. Up to tomorrow, my order has been down as submitted. Then 9pm yesterday, BOOM! Cancelled and not cancelled by me. Whats worse, is I got no information what so ever on why it was cancelled other than "It could be out of stock."
Thats disgusting to say the least, because I found someone had ordered two weeks ago, and got their dispatch email. That is truly disgraceful from a company full stop. I ordered and paid back in MAY. My name should have been on a package as soon as then, waiting for the Freedom Edition to be put in.

Why on earth was that person, and many more who ordered in the last month, allowed to have their orders, when me and others ordered back in March, April, May, have had their orders wiped off the record? It should be first come, first save. Full stop. We ordered before many here even thought of getting it.

Whats worst, is my money has not yet been returned to me, and I do not have the funds to re-order it.

Disgusting. And no one has given reason why, no one official from Ubisoft seem to give a crap either.

Im expecting them to extend the sale of the Freedom Edition, or at least make more for me and the others who have ordered right when the game was announced.

I have given a ticket question, which is probably going to be answered after Wednesday, and I will be giving a very firm phone call. None of this "We will refund your money, please contact" online ****. I will be expecting them to answer the questions I have, and making sure they extend the Freedom Edition sale further. Thats all on top of a full apology from them for disgraceful service.

If anyone tells me to calm down, I will simply ignore it. Read all of the above because if you were me, you would be feeling out of pocket and cheated too. I will however say thank you to the forum mods who are trying their best to keep us in the loop and all, appreciated greatly, thank you.

Firstly, I don't think you can have a go at those who only ordered the Freedom Edition a few weeks ago and claim they hadn't "thought of getting it". I've been wanting to get the Freedom Edition since it was announced but only got a job last month meaning I only just got the money at the start of this month. However I do agree that those who ordered it first should quite rightly have had everything done and ready to go first.

It seems that a lot of people are having a similar issue to you regarding the seemingly random cancellation, as long as you have the funds, and your card hasn't expired/changed since you ordered there really shouldn't be a problem, but clearly it is. It could just be a technical hitch, but I'd get in touch with Ubi as soon as possible, and make sure you phone them and keep pestering them until everything is sorted.

There really has been something of a major mess up somewhere along the line with various degrees of annoyance ranging from late dispatch emails, and your cancellation problem.

I'm not going to tell you to calm down, if 80 had vanished from my account for no apparent reason I don't think my computer would have survived long enough for me to complain to anyone. Hope you get it sorted soon.

burtie80
10-30-2012, 03:18 PM
Well I had a confirmation email sent this morning saying it had been shipped and it's arrived just now! :D YAY!

shinyFezzan
10-30-2012, 03:20 PM
Well I had a confirmation email sent this morning saying it had been shipped and it's arrived just now! :D YAY!

I hate you so much right now.

TheAlphaFest
10-30-2012, 03:20 PM
Yes sorry for having a go at anyone who ordered. But what I meant though, like you acknowledged, me and a few others ordered like a month later, some people on the day it was up for Pre-Order, and our orders have gone out the window.

Many wern't informed until last night, meaning the money should go in, in a few days, but probably AFTER the release.

And oh I will be ringing them. As soon as the hand is on the 3, Im dialling the number and getting in touch. If they have to refund me, Im going to make sure they start that TODAY.I want to be able to re-order wit the original money if i have to, either that or i will be requesting them to keep the sale up for 2 weeks or so on behalf of anyone left out.

Wouldn't break my computer for anything, but i really am frustrated. Its the only thing ive been looking forward to all year. Their consideration of customer satisfaction went right out the window last night.

TheAlphaFest
10-30-2012, 03:22 PM
On behalf of people like me ive Tweeted to Ubi and AC on twitter to Retweet this thread so noe one is out the loop. And to make them aware because at the moment it seems they are happily ignoring us for their big release which is wrong. By all means they should enjoy the release but they should be working to sort this disaster out.

shinyFezzan
10-30-2012, 03:24 PM
Yes sorry for having a go at anyone who ordered. But what I meant though, like you acknowledged, me and a few others ordered like a month later, some people on the day it was up for Pre-Order, and our orders have gone out the window.

Many wern't informed until last night, meaning the money should go in, in a few days, but probably AFTER the release.

And oh I will be ringing them. As soon as the hand is on the 3, Im dialling the number and getting in touch. If they have to refund me, Im going to make sure they start that TODAY.I want to be able to re-order wit the original money if i have to, either that or i will be requesting them to keep the sale up for 2 weeks or so on behalf of anyone left out.

Wouldn't break my computer for anything, but i really am frustrated. Its the only thing ive been looking forward to all year. Their consideration of customer satisfaction went right out the window last night.

Yeah sucks that they did that, if amazon doesn't deliver mine tomorrow I will break my computer.

Actually I won't because it's kinda expensive but I'll destroy a cushion!!!!!!

SPITFIRE_24
10-30-2012, 03:28 PM
Well I had a confirmation email sent this morning saying it had been shipped and it's arrived just now! :D YAY!

Where about in the UK are you and where did your order come from? Germany from Ubi or did you get it from somewhere else like Amazon?

I really want to know if I'm going to get mine today now, got work in the morning when it will most likely be delivered and I have a feeling that my shift is going to drag.

TheAlphaFest
10-30-2012, 03:31 PM
Amazon are pretty reliable.

Thing is though, I love Assassins Creed. Got all the games and last years Encyclopaedia - which I had no problem with - after missing out on last years Animus Edition. This year, I saw the Pre-order editions and I got what little money I had together. I couldn't quite top the last 20, so my Mum offered to help me out as an early (very early) birthday gift. I remember thinking at the time, "I missed out because last year I left it too long. If i order early this year, Im garunteed it. What a ****ing lie that turned out to be.

I have been looking forward to it all year, could not wait. Last night i got told my order was cancelled, along with other people who had theirs ordered early. When some people ordered a month back from Ubi, and got their dispatch emails. In what way is that fair?

I now have my money and half of my Mums on the line. And no Freedom Edition coming when I was told I would be getting it.

The one time I order the largest edition of any game, of my favourite gaming franchise, and I have been left out without my money, without my order that had my name on, and without explanation.

Next time I order a special edition from Amazon. They are a lot better than this place we all call a store.

SPITFIRE_24
10-30-2012, 03:38 PM
Yes sorry for having a go at anyone who ordered. But what I meant though, like you acknowledged, me and a few others ordered like a month later, some people on the day it was up for Pre-Order, and our orders have gone out the window.

Many wern't informed until last night, meaning the money should go in, in a few days, but probably AFTER the release.

And oh I will be ringing them. As soon as the hand is on the 3, Im dialling the number and getting in touch. If they have to refund me, Im going to make sure they start that TODAY.I want to be able to re-order wit the original money if i have to, either that or i will be requesting them to keep the sale up for 2 weeks or so on behalf of anyone left out.

Wouldn't break my computer for anything, but i really am frustrated. Its the only thing ive been looking forward to all year. Their consideration of customer satisfaction went right out the window last night.

Really hope you and others get your orders sorted. It sounds like customer service for almost everyone no matter what the problem is has gone out of the window. I'll echo what you said about the mods before too, they are great at getting info to the community and seem to be doing a better job than what the customer service folks seem to be doing. Something has gone wrong on quite a large scale and there doesn't seem to be much help available for people in a similar boat to yourself.

Good luck with sorting the mess out.

My laptop is really old and I'm getting a new one next week so I'd quite happily smash it to bits, it's about as useful as a bit of wallpaper that doesn't cover walls.

TheAlphaFest
10-30-2012, 03:51 PM
Mines a MacBook Pro. Need it and all for college work. Best not to smash it but I feel like smashing something.

Back on topic though, I've PMd the guy who made this thread but i found this out.

If you check your order on DIGITAL RIVER, https://www.findmyorder.com/sstore?A...r&Locale=en_GB
, and the invoice is there good news that its there. But if you see it says next to invoice, "PROCESS CANCELLATION" and to the left of that, "CANCELLATION REQUESTS: XXXX:" and a number. Now Im chasing this up when I ring them, but could it be Ubisoft have run out of Stock and REQUESTED cancellations of the shipping but not the product just yet. IE maybe our orders havent been full on cancelled, simply delayed, and yet it says cancelled?

Thats a slight ray of hope for people like me, in CATEGORY 1. That might not be the case but it gives the option to PROCESS CANCELLATION. I havent pressed it and I advise others not to either. But why give that option if its been cancelled?

Mad_Fox84
10-30-2012, 03:52 PM
Depends what time you ordered it yesterday really. If you did it first thing then you MIGHT get it tomorrow. I pre-ordered the Freedom Edition from Ubishop too at the start of the month and only got the dispatch email this morning, but when I checked the tracking number it had actually been dispatched yesterday from Germany.

But if you ordered it in the afternoon/evening you might end up getting it a day or two late annoyingly. Unless they get it processed quickly and UPS get a wriggle on.

However, like I said, don't worry about not getting the dispatch email yet. They have been late for quite a lot of people, including myself. I wouldn't get your hopes up for delivery tomorrow, nor should you get too downbeat if the dispatch email doesn't reach you today/tomorrow, clearly there's been a communications error or the high volume of orders have put a fair bit of strain on the Ubi servers.

With regards to the cancelled order you could try and get in touch with Ubi and tell them that you weren't notified about it and now might not get AC3 on release day. I don't expect them to go "here have it for free then" but you should let them know so others can avoid the same problem in the future.
I'm just disappointed about the way this has been handled. Ubi need to make some serious changes. It is unacceptable not to receive it on launch, considering I preordered way back in March. If the order was held up for any reason then they need to communicate these things, instead of finding out yesturday, that my expired card cancelled the thing. I changed my card details last week, and I shouldn't have to reorder. It is inexcusable.

burtie80
10-30-2012, 04:03 PM
Where about in the UK are you and where did your order come from? Germany from Ubi or did you get it from somewhere else like Amazon?

I really want to know if I'm going to get mine today now, got work in the morning when it will most likely be delivered and I have a feeling that my shift is going to drag.

I am in South Wales, I orderd it direct from Ubi and the package said it came from Germany. Only had the dispatched email this morning...up until that point my order status only said in progress.

Mr_Shade
10-30-2012, 04:03 PM
quick update guys:


Here is the official reason some Ubishop orders were canceled - Sorry about any delay in posting this information:

As part of the standard procedure for processing orders, we requested authorisation from your bank / credit card company to reserve payment for your order. Unfortunately our request for authorisation was refused.

This means we cannot take money from the account and therefore cannot fulfil your original order. We offer my sincerest apologies that we could not complete your order.

There is still some versions of the game available for sale if you wish to attempt to re-order the game from our website.

burtie80
10-30-2012, 04:04 PM
I hate you so much right now.

=( lol

SPITFIRE_24
10-30-2012, 04:05 PM
Mines a MacBook Pro. Need it and all for college work. Best not to smash it but I feel like smashing something.

Back on topic though, I've PMd the guy who made this thread but i found this out.

If you check your order on DIGITAL RIVER, https://www.findmyorder.com/sstore?A...r&Locale=en_GB
, and the invoice is there good news that its there. But if you see it says next to invoice, "PROCESS CANCELLATION" and to the left of that, "CANCELLATION REQUESTS: XXXX:" and a number. Now Im chasing this up when I ring them, but could it be Ubisoft have run out of Stock and REQUESTED cancellations of the shipping but not the product just yet. IE maybe our orders havent been full on cancelled, simply delayed, and yet it says cancelled?

Thats a slight ray of hope for people like me, in CATEGORY 1. That might not be the case but it gives the option to PROCESS CANCELLATION. I havent pressed it and I advise others not to either. But why give that option if its been cancelled?

They seem to be making this a lot harder than it needs to be. They could have easily sorted this issue if or when they ran out of stock and just stopped taking orders for a while, sorted out all the early orders and have them sitting next to the door waiting to go, then started taking orders again and repeating the process. It may have been annoying and time consuming but it would have saved them the humiliation of having delayed dispatch emails, orders being mysteriously cancelled, late notifications of cancelled orders, the whole thing for many seems to have a been a complete and utter disaster and I can only sympathise with you and others who are having the same problem.

I really hope for your sake that this is nothing more than a technical glitch and that everything is fine but I have a feeling that it is something more serious.

It's just gone 3 so get yourself on the phone and get it all cleared up and sorted out, try not to shout at them though, don't think they will take to kindly to that, but can't say I'd blame you for unleashing a string of expletives at them if your order has been cancelled.

EDIT: Turns out it was something more serious judging by Shade's update.

TheAlphaFest
10-30-2012, 04:06 PM
Not good enough im on the phone right now. My money was taken on the day, not "requested".

However thank you Shade for your hard work on this. Greatly appreciated.

SPITFIRE_24
10-30-2012, 04:13 PM
I am in South Wales, I orderd it direct from Ubi and the package said it came from Germany. Only had the dispatched email this morning...up until that point my order status only said in progress.

Oh right. I'm in rainy Cumbria and I only got the dispatch email from Ubi today too, my order status was also "in Process" until a few hours ago. Got tracking updates going to my phone and email but the last one was it's departure from a place in Germany at about 5:40 GMT. I'm guessing your tracking updates involved it getting to the UK at some point? Guess I'll just have to wait until tomorrow.

Be lying if I said I wasn't incredibly envious of you right now.

Mr_Shade
10-30-2012, 04:13 PM
Depending on your version - there does appear to be stock of the game on the Ubishop - so please get your order in asap - if you want too, that is :)

GavinUK86
10-30-2012, 04:39 PM
just got off the phone and they have no idea when they are shipping it. still on order processing. they havent got a clue what theyre doing there. all she told me was what i know by checking the site. cant tell me when im getting if i been charged or anything. what a complete **** up. worse customer service i have ever seen. never ever using ubishop again and gonna go out of my way to tell everyone to avoid them like the plague. awful. just awful.

Mad_Fox84
10-30-2012, 05:02 PM
Gavin we may have spoke to the same person. I just got off the phone. She didn't seem to know when it would be dispatched either. I'm a bit annoyed that I wasted 8 on express, as she said that the order can't be amended. She did mention that the best she could do was to offer a voucher or something. It does seem that it would arrive tomorrow regardless.

SixKeys
10-30-2012, 05:02 PM
What a debacle. I feel sorry for all those who are having problems right now. I'm sincerely hoping this won't happen with my Ubishop-ordered Digital Edition for PC toward the end of the month.

Onyx_Scott
10-30-2012, 05:07 PM
This is my first and last time using UbiShop. Disgraceful! The games out tomorrow and I haven't received a dispatch email and that my order is still sitting at 'Order in Process'

I forked out big money for the freedom edition, and this is how we get treated?! Customer service department are as much use as a hole in the head!

TheAlphaFest
10-30-2012, 06:19 PM
Sorted now. Ubi have a strange transaction thing but my order is cancelled but i should be able to pre-order.

GavinUK86
10-30-2012, 06:40 PM
Doing this in the other topic so it's easy for people to see others in the same boat. Thought it might be worth doing the same here.

Where do I live? UK
When did you order: April, but apparently that was cancelled without telling me so yesterday about 3:30pm.
Status: Order in Process.
Dispatched? No, no email either.

Mr_Shade
10-30-2012, 06:44 PM
For anyone stil having issues with orders - please make sure you are contacting Support - links are in my signature.

You can also contact the shop support directly - form the ubishop website.


Please make sure you are chasing orders up - if you are still waiting!

tivivo2
10-30-2012, 06:47 PM
hey i preorder my ac3 freedom edition in 30 march 2012 and all was good , 2 days ago i recibed a email from ubisoft saying u cancel the preorder ... wen i never canceled it i already had payed it since 30 march how it happened to me? i never canceled it and ik ac3 freedom tomorrow its out and i feel im not getting it by this error , how can i fix it? thanks and sorry for my english im spanish

Mr_Shade
10-30-2012, 07:18 PM
please contact Ubsoft support.

links are in my signature.

TheAlphaFest
10-30-2012, 07:38 PM
CANCELLED ORDERS? LOOK HERE FROM SOMEONE WHO EXPERIENCED AND NOW KNOWS HOW IT WORKS
OK. Im going to add all I know now. I had my order cancelled and its annoying and I think its really stupid but I'll add what I know.

CANCELLED ORDERS OUT OF NOWHERE

Ok, so if you ordered Assassins Creed III: Freedom Edition and it was cancelled, when you paid for it in advance, you probably mad. But I know now from my order, WHAT HAPPENED, WHY IT HAPPENED, AND WHATS COME OF IT. I rang up and I will explain.

1. If you ordered and had over 79.99 in the bank, then the money should have been taken out temporarily.
2. It is authorised and then the money is then put back in on the same day, or ASAP.
3. The order then was reviewed on OCTOBER 16th. If you had at least 79.99 in the bank, it was taken last night and your edition, shipped.
4. If you did not have this amount, the order was cancelled.

Basically, unless you noticed, the money had never left the account, only set aside. In other words, you have you money, and possibly spent it, and so they did not process it. If you want to make sure, ring them up as soon as you can.

------

Its a really rubbish system and not sign posted well, but unfortunately I spoke to my bank about it just after and turns out that the money had always been in there but nothing showed of the transaction i saw. The transaction was temporary and it was UBI authorising you had the money to make the order, not pay for it.

Sorry to all those affected, I was in the same boat. You will have to re-order as the money never left the account, it was a temporary transaction.

Useless and annoying, I know. I complained to him about it and asked him in future to make these things clear.

Trixtabella
10-31-2012, 12:44 AM
CANCELLED ORDERS? LOOK HERE FROM SOMEONE WHO EXPERIENCED AND NOW KNOWS HOW IT WORKS
OK. Im going to add all I know now. I had my order cancelled and its annoying and I think its really stupid but I'll add what I know.

CANCELLED ORDERS OUT OF NOWHERE

Ok, so if you ordered Assassins Creed III: Freedom Edition and it was cancelled, when you paid for it in advance, you probably mad. But I know now from my order, WHAT HAPPENED, WHY IT HAPPENED, AND WHATS COME OF IT. I rang up and I will explain.

1. If you ordered and had over 79.99 in the bank, then the money should have been taken out temporarily.
2. It is authorised and then the money is then put back in on the same day, or ASAP.
3. The order then was reviewed on OCTOBER 16th. If you had at least 79.99 in the bank, it was taken last night and your edition, shipped.
4. If you did not have this amount, the order was cancelled.

Basically, unless you noticed, the money had never left the account, only set aside. In other words, you have you money, and possibly spent it, and so they did not process it. If you want to make sure, ring them up as soon as you can.

------

Its a really rubbish system and not sign posted well, but unfortunately I spoke to my bank about it just after and turns out that the money had always been in there but nothing showed of the transaction i saw. The transaction was temporary and it was UBI authorising you had the money to make the order, not pay for it.

Sorry to all those affected, I was in the same boat. You will have to re-order as the money never left the account, it was a temporary transaction.

Useless and annoying, I know. I complained to him about it and asked him in future to make these things clear.

Did you manage to pre order yours again? I pre ordered mine last night the money went out of my account straight away and its still gone. Order Status is in Process so I think I will call them tomorrow to see what is going on. Just wondered if anyone had reordered theirs too.

GavinUK86
10-31-2012, 01:36 AM
Did you manage to pre order yours again? I pre ordered mine last night the money went out of my account straight away and its still gone. Order Status is in Process so I think I will call them tomorrow to see what is going on. Just wondered if anyone had reordered theirs too.

I had to preorder mine again and it still hasn't been sent. Forums are quiet now because most are getting theirs. Lucky them. 48 hours and 3 expensive calls later and I'm still waiting.

Mad_Fox84
10-31-2012, 01:49 AM
Did you manage to pre order yours again? I pre ordered mine last night the money went out of my account straight away and its still gone. Order Status is in Process so I think I will call them tomorrow to see what is going on. Just wondered if anyone had reordered theirs too.
Yes and same situation. It's a really poor system that needs to be changed in the future. My online banking has no record of money being taken out at all. If nothing has changed tomorrow, I will be forced to order elsewhere and remind myself never to order from Ubishop again. I won't get the freedom edition, but at this stage I just want to play the game.

TheAlphaFest
10-31-2012, 01:56 AM
No, I haven't re-ordered yet, however he told me they have a lot of stock in and more to come.


My online banking has no record of money being taken out at all.

After I rang Ubisoft, and had a firm talk with them, I found out through my bank that they had n record of money being taken out either, yet I had seen with my own eyes on the day I ordered. The guy at Ubisoft got back to me, very good of him after I had requested him try to reserve me a copy, and explained it goes out, and then back in ASAP.

Not sure why this happens, but I saw the temporary transaction, assumed it had all gone through, and from then on, unknowingly spent that 80. I was notified on Monday night, too late to ring, and over 13 days AFTER they failed me for the autorisation. They should have sent an email the next day warning me to have the sufficient funds in my account.

Bloody annoying and a crap system, but fairs fair, they never had my money. So to be honest, I suppose its my fault for not reading the tiny print, ad theirs for not notifying and noticing proper on site.

Im re-ordering mine in about two days time, putting money in tomorrow and all. Can't do much else and im lucky to be re-ordering.

Mad_Fox84
10-31-2012, 02:06 AM
No, I haven't re-ordered yet, however he told me they have a lot of stock in and more to come.



After I rang Ubisoft, and had a firm talk with them, I found out through my bank that they had n record of money being taken out either, yet I had seen with my own eyes on the day I ordered. The guy at Ubisoft got back to me, very good of him after I had requested him try to reserve me a copy, and explained it goes out, and then back in ASAP.

Not sure why this happens, but I saw the temporary transaction, assumed it had all gone through, and from then on, unknowingly spent that 80. I was notified on Monday night, too late to ring, and over 13 days AFTER they failed me for the autorisation. They should have sent an email the next day warning me to have the sufficient funds in my account.

Bloody annoying and a crap system, but fairs fair, they never had my money. So to be honest, I suppose its my fault for not reading the tiny print, ad theirs for not notifying and noticing proper on site.

Im re-ordering mine in about two days time, putting money in tomorrow and all. Can't do much else and im lucky to be re-ordering.
Well in my case I have more than enough money, but an expired card cancelled it. The auth charge was taken out okay in March, but since then I got a new bank card, as my old one expired. So I changed my card details just after the 2nd auth charge, which meant it failed. Very poor system, which has to be changed in the future. Like I said, if no change tomorrow I am cancelling for good. I don't want to, as I lose the freedom edition but I won't stand for poor customer service.

Trixtabella
10-31-2012, 08:03 AM
Ahh this sucks, I think what may have happened with mine is that they changed the delivery address as I moved but I don't think they changed my billing address so when they requested the money from the account the details didn't match.

I also saw the money go off my card as I transfered 80 from my savings to cover it but like most others the money seems to have never been requested although I called my credit card company and they said the money left the account and came back in a few days later.

I just want to play the game, this really sucks and I am like many others put off from ordering from Ubisoft again unless they sort out this issue. I mean if I preorder just take the money and keep it, seems there system is crap and they need to look at it and change it. I will have to sneak off in work and give them a call at 3, unless they come back to me via the ticket I logged.

TheAlphaFest
11-01-2012, 02:33 AM
You did see the 80 leave, and it was put back.

I found this out the hard way; The put the temporary transaction through, to check if I had the money to submit an order. I then saw this transaction and due to poor notices, I assumed this was the permanent one. I left it and spent what money I thought I had left. What I was actually spending, was the 80 I thought had gone, but in truth it was set aside, and put back in, but I never saw this. (Funnily enough at one stage a few months later I told my mum some money had come out of thin air in the account)

So, the we get to Monday night. I no longer have 80 in my account and my order cannot be paid for on shipping. They cancel it, and notify me. Next day I ring up, outraged, and demand to know where the money is. Eventually the guy on the phone explained it and said I should contact the bank. I did so and spoke for nearly 25 mins to my bank.

Turns out the money I had put in to help pay for the order showed, but no other transactions showed. Ubi and my bank set aside the money and then erased the evidence of it from the statement, because it actually never left technically. So I found I had seen the temporary set aside, and saw it right when it had just been done and fresh on there. I logged off and soe time later, the money went back into the main account, and evidence of it gone.

He gave me a 10 gift code through an email, and I used this to pay for the best delivery when I re-ordered it. Im at the moment waiting in process.


but like most others the money seems to have never been requested although I called my credit card company and they said the money left the account and came back in a few days later.

You saw what I saw, the temporary set aside, and when it went back in it was all there, all 80 of it. Me? I spent it unknowingly only spending about 20 I thought I had left. COuple of months later and I was confused to see extra money in my account...This was the remainder of the 80.
----

If anyone followed that and think its a load of rubbish, then your right, it is. But after my own experience thats what happened. Basically its a rubbish system. If you ever order from Ubisoft again, (And lord knows some might not), use paypal if you have it. They just take the money and pay it all there done and dusted and cut out Ubi's way of authorising and setting aside money.

Hope everyone gets sorted soon, but thats what I know.