Worst Customer Support I've Ever Dealth With, Transcript | Forums

[wasabi.snooter]

Below is a copy/paste of my interaction with a Ubisoft Customer Support Agent and a Supervisor. Basically, I traded a discount code for 100 club units. Moments later, I found out the discount code can't be used with the Season Pass. I bought the Season Pass anyway, and asked to refund my club units for the code. A different support agent said no. I moved on and decided to use it on Steel, For Honor's currency. When I got to the final PayPal screen, it told me that I would be taken to another window within the Ubisoft app/game to review the order, which I assumed would allow me to enter in the code. The payment processed and the next window was Ubisoft telling me 'Thanks for your order!'. Below is what happened afterwards.


Chat @ Ubisoft Support
March 24, 2018

Support Agent: Thank you for contacting Ubisoft Live Support. Please give me a moment to review your case. In the meantime, feel free to add any additional information that may pertain to your issue, and I will be with you shortly.
wasabi.snooter: Heya. So about 30 minutes ago I traded in 100 of my precious club units for a discount code to purchase the For Honor season pass. The discount code wouldnt work with the season pass, so I asked to exchange it. I was told nope. Well, since it expires in a few days I decided 'maybe I'll just use it on some Steel for For Honor'. I had not planned on buying Steel, but since I just lost 100 Club Units for nothing, I figured I might as well make something of this discount code.
wasabi.snooter: Turns out, there was never a prompt or window for me to insert the discount code. It went from 'Paypal: You can review your oder on the next screen' *CLICKS NEXT* 'Payment processed. Thanks!'
wasabi.snooter: So yea. Nah, I need a refund, and I want my club units back D:
wasabi.snooter: You can have the code. It's useless in a week, which is borderline scam, because it doesn't seem to work on anything.
Support Agent: May I ask with this issue if the steel was purchased in game or in the ubisoft store?
wasabi.snooter: It was ingame
wasabi.snooter: I searched for it on the store. I couldn't find it
Support Agent: Alright. I do apologize for any inconvenience with this issue. We are unable to supply a refund for a purchase that has been processed successfully. We sincerely apologize for the inconvenience. Below is a link if you have any questions about the Ubisoft Store's refund policies.

https://support.ubi.com/en-US/faqs/0...Cancellations/
wasabi.snooter: Can I speak with a supervisor?
wasabi.snooter: May I*
Support Agent: I'm sorry but a supervisor will not be able to provide a full or partial refund for the completed order. This is policy and we can't go around it. I'm sorry that you weren't able to use your discount code with the credits and I will gladly report up your feedback on the subject so it can be reviewed by the appropriate teams.
wasabi.snooter: That was not my question.
wasabi.snooter: May I speak with a supervisor?
wasabi.snooter: I don't want to speak with you anymore.
wasabi.snooter: Please hand my case over to a supervisor, now
Support Agent: Alright. I do apologize for any inconvenience. At this time I will forward this case to their inbox and they will get back to you via email as soon as possible for this issue.
wasabi.snooter: May I speak with a supervisor who is on staff, right now?
wasabi.snooter: It wouldn't make sense for you not to have a supervisor on staff at all times.
Support Agent: I do apologize as with this they will get back to you via email as I will forward this case to thier inbow.
wasabi.snooter: Please hand my case over to a supervisor, right now.
wasabi.snooter: Call your supervisor, tell him to come to your desk, and let me speak with them please.
wasabi.snooter: Because this is unacceptable.
Support Agent: We are unable to perform a live transfer. I have forwarded your case to the supervisor and they own the case now. They will then review it and send you an email. At this moment, that the extent of what can be done. I'm sorry I can't speed that up.
wasabi.snooter: You are unable to perform a live transfer?
wasabi.snooter: May I please speak with your supervisor, right now?
wasabi.snooter: Call your supervisor, tell him to come to your desk, and let me speak with them.
Support Agent: I do apologize as I have stated, We are unable to perform a live transfer. I have forwarded your case to the supervisor and they own the case now. They will then review it and send you an email. Is there anything else that I can assist you with today?
wasabi.snooter: I want to speak with a supervisor right now.
wasabi.snooter: It does not require a live transfer. They can come to your desk, and review the problem RIGHT NOW
wasabi.snooter: You HAVE TO ESCALATE THIS.
wasabi.snooter: I AM ASKING YOU TO. I AM THE CUSTOMER.
wasabi.snooter: May I please speak with a supervisor?
Support Agent: I have already stated what will be done with this and informed you that it's all that can be done at this moment. Since there seem to be no other issues, I will now need to end this chat. If you have any further questions or comments for the supervisor, you can update your case and they will respond to you as soon as possible.

I then received this email.

Supervisor @Ubisoft Support wrote: Mar 24, 2018
Hi there wasabi.snooter,

My name is [removed for call-out of specific Ubi employee - UbiInsulin] and your case has been forwarded to me as I am a supervisor here at Ubisoft Support.

I'm sorry to hear that you were unable to use your 20% Discount code on your purchase.

After digital orders are made through our store, they are final and unable to be altered/refunded. Below is a link if you have any questions about the Ubisoft Store's refund policies.

https://support.ubi.com/en-US/faqs/0...Cancellations/

I understand that this isn't the answer you were hoping for and I wanted to end this on a more level note but sadly in this situation we cannot fix an order that's already made. This is our policy and we must follow it.

I will gladly forward up your feedback about the issue to the appropriate teams so they can review it for future decisions with out store system. Hopefully you will have an order in the future that you can use your discount code for.

Please let me know if there is anything else I can assist you with and I will be glad to assist with that.

Best Wishes,
Ubisoft Support

Unbelievable. I would of been completely fine with refunding the order, applying the code, then repurchasing. They could have just refunded me the % owed from using the code. Should I escalate this further? Is this the current state of Ubisoft as a company?

[Jarl.Felix]

I've seen numerous scams like this in Ubisoft Club. Meh, nothing new.

[XJadeDragoonX]

Although I don't think you should share this publically, I so think it's a good opportunity to make a point.

Customer service representative exist to assist customers. It's interesting that something as trivial as a couple dollars isn't worth it to multi billion dollar companies just to make a customer happy. I think that's the real problem. People aren't trained to help you. They're trained to tell you no in a polite way. It's a shame really. I work in customer service and the rules are so against you when it comes to helping people. they make it impossible for you to help a customer. So I wouldnt blame the customer service representative. I would blame the policies they have no choice but to enforce

[LightUpTheEyes]

Yeah, this is embarrassing on ubis' part. I hope one of the game devs see this and hook you up with some steel or the season one faction war rewards if you don't already have them or something. I've never bought anything from their store, but this really makes me hesitant to do so.

[Vakris_One]

That's Ubisoft's company policy on digital sales. Once the transaction is completed there's no refunds, unlike say Steam. The customer support person is merely there to tell you no in a polite way, he/she unfortunately can't do anything even if they wanted to help you because then they'll get fired for breaching company policy. It's not customer support that is at fault here, it's Ubisoft's rather draconian company policy that is.

I'm sorry this happened to you man, I myself have been confused as to how exactly Ubi's club points apply to different games, Season passes and DLCs. You should always do thorough research before spending your money or Uplay points so as not to get swindled out of them.

[wasabi.snooter]

Although I don't think you should share this publically, I so think it's a good opportunity to make a point.

Customer service representative exist to assist customers. It's interesting that something as trivial as a couple dollars isn't worth it to multi billion dollar companies just to make a customer happy. I think that's the real problem. People aren't trained to help you. They're trained to tell you no in a polite way. It's a shame really. I work in customer service and the rules are so against you when it comes to helping people. they make it impossible for you to help a customer. So I wouldnt blame the customer service representative. I would blame the policies they have no choice but to enforce

I disagree. We're talking about 5 dollars here. It's one thing to follow policy, its another to treat a customer like they're trash and have a system that isn't clear on which discounts are available for certain products. I'm thinking about escalating this further.

[Devils-_-legacy]

Lol that's your right i guess

[brieflymindless]

You're safer just forgetting about it mate, they've already got your money and like it is ubisoft, they don't give a sh.it

[UbiInsulin]

Our customer support agent explained our policy to you, and then arranged an email be sent to you from their supervisor as soon as they could, who again stated our policy. I believe the issue preventing the discount from being used on the SP was the fact that it's already discounted as part of the sale.

Here is our publicly available explanation for how Ubi Store Club reward digital discounts work:

Once you've earned 100 Ubisoft Club points, they can be exchanged via our Club website for a 20% discount code to use on your next Ubisoft Store purchase!

Please note that Ubisoft Store discount codes are not valid for in-game currency purchases and may not work in conjunction with existing offers, discounts or with other codes.

I'm sorry if this information wasn't clear when you tried to make the Steel purchase, but these are our publicly stated policies.

Update: The thread has been edited to remove references to specific employees. Please note that calling out other players/Ubi staff is against forum rules.

[wasabi.snooter]

Our customer support agent explained our policy to you, and then arranged an email be sent to you from their supervisor as soon as they could, who again stated our policy. I believe the issue preventing the discount from being used on the SP was the fact that it's already discounted as part of the sale.

Here is our publicly available explanation for how Ubi Store Club reward digital discounts work:



I'm sorry if this information wasn't clear when you tried to make the Steel purchase, but these are our publicly stated policies.

Update: The thread has been edited to remove references to specific employees. Please note that calling out other players/Ubi staff is against forum rules.

As a company, your reputation precedes you. I'm actually surprised of how accurate the worldwide perception of your company is. It's a shame, really.