Anyone still missing a community challenge reward? | Forums

[IIxASSASSINxII]

Are you in North America? I am and i just tried to look for a phone number but apparently they only offer Live chat in my region.....

I’m in Australia which I believe means I am in contact with the UK department on both phone and chat. If chat is all you have, you should still be able to get the weapon, although both is preferable, chat is the one that solved it for me.

[bionico16]

I’m in Australia which I believe means I am in contact with the UK department on both phone and chat. If chat is all you have, you should still be able to get the weapon, although both is preferable, chat is the one that solved it for me.

What was the response they gave you everytime you contacted them? Everytime ive spoken with them asking for an ETA they say "the issue has been forwarded to the appropriate team and we will contact you via email once they get back to us" it's getting kind of tiresome.

[IIxASSASSINxII]

What was the response they gave you everytime you contacted them? Everytime ive spoken with them asking for an ETA they say "the issue has been forwarded to the appropriate team and we will contact you via email once they get back to us" it's getting kind of tiresome.

I know just how you feel. I'll break down the replies I received with dates and any important info below.

28/12/2017 - Cased opened following a call I made to the support line
Response - General escalation response and asked for screenshots of save game, inventory and the collection through the Uplay club.

Over a week went by with no progression or update

06/01/2018 - Live chat with Luke W
Response - General response about how it needs to be escalated to the correct team

07/01/2018 - Live chat with Daniel D
Response - Same as Luke W

08/01/2018 - Live chat with Andrew (the one who later resolves this issue for me)
Response - Tells me he will try and pass on the info of my case to possible speed the escalation process, advises to maybe call the support centre if they can help further

09/01/2018 - After a call with support centre, Live chat with Vincent H
Response - Tells me that the escalation must go through the 'games team' yadda yadda...

10/01/2018 - Live chat with Vincent H... again...
Response - No offence to him, but no help once again. Thanks bruv

10/01/2018 - After Call with Brandon
Response - Gives very helpful knowledge during the call about a waiting list for the 'games team'. States that each game has its own higher team known as the games team and that I was only 12th in line for this team (where I presumed the escalation was going to go) apparently the team is quite large so being 12th in line should not have been taking as long as it had

10/01/2018 - Comment from Brandon
Response - The reason it is taking long is it has to be further escalated to a higher team, the 'Production team' AKA the Developers (yup, a whole new can of worms, this is a deep issue)

11/01/2018 - After chat with Adam G
Response - Conformation that I have to wait for the devs to look at the case

12/01/2018 - After chat with Andrew T (might have been a different Andrew actually)
Response - States he will take this case into his own hands and personally message one of the devs, stated he would get back to me in the next 6 hours

13/01/2018 - Comment from Andrew T
Response - States it should all be sorted and the reward should now be in my inventory. Loaded the game and after about 5 minutes, it popped up on the right side of the screen.


I recommend you be polite yet persistent, use this knowledge of the games team and production team to see if you can find a chat support member who may personally know a dev so they can actually help you. Reference the names I have given to see if any can help you get the reward you need.

I hope this helps and good luck!

[Carch]

This support situation is pretty ridiculous, to be honest. I mean, when I have a problem with an Amazon delivery, I open a web chat, and within fifteen minutes I end up with a free month of Prime.

Ubi should just give all the damn Golden Anubis items to people with this problem. There's only what, 5 of them? It's not like they'd lose money on them, since we can't buy them anyways. If they wanted to really be generous, maybe they could toss some Helix credits our way. Throw the customers with problems a bone.

Incidentally, I have been unfailingly polite in the correspondence on my ticket. I come to the forums to kvetch, because I know how much you guys love it.

BTW, the support thread continues. I have actually seen three responses tonight, which is more than I saw for weeks. I did send them screenshots of all my inventory. The latest thing they had me try was restoring the licenses on my PS4, which predictably did nothing, since these items are not PSN purchases.

[IIxASSASSINxII]

I have to agree. The support situation around this is a little disheartening which is a pity to see considering how they never (not to my knowledge) screw up helix store releases. Does make me wonder whose side they’re on. Anyway, I hope y’all can just be given what you are owed, no questions asked. Like you said, the least they could do is throw a bone to those affected.

[Killrog01]

I have the same issue myself, didn't receive the Aaru shield after earning it by defeating Sobek three times. I've been in touch with a guy from the support team who has been really nice so far, he asked me to screen my inventory to prove that the shield wasn't there as well. Sadly, there seems to be a bigger issue here since he told me my account didn't register my success during the community event, and since the reward menu disappeared at the end of said event, I have no way to prove my demand is genuine.

I guess I'll have to skip this reward, which ultimately is no big of a deal but I fear they may not look further into it whereas it's clearly a bug that might repeat itself...