I ordered the Phoenix edition the day pre orders went live on the ubistore. Expecting it to arrive the day before the early access starts. To allow for installation and downloading any patches, ready for midnight on the 11th of March when the servers go live to play.
I received an email in the 8th of March saying it was dispatched with a tracking number.
All good I thought, 4 days to get it to my house no problems. Then the tracking number doesn’t give any info as they say can’t find it. Unknown to me this means it’s sat there till the time ubistore says they can send it out.
The tracking goes live at 4:45m on the 11th saying it’s just left the depot in Germany. Now I live in the uk so I now know that there is no way that is going to arrive before midnight. Plus with the 90GB day one patch that’s been announced on PS4 I now know I’m going to loose almost a whole 24hrs of early access I’ve paid for.
This in my opinion is totally out of order by Ubisoft. The game is server based so even if I had the disc 6 months ago I could not physically play the game till midnight on the the 11th March 2019 when the servers go live.
Why did they not send out physical copies the day the digital pre downloads went live?
Surely someone has made a massive error somewhere and it’s the customer that is getting screwed over because of it. There should be some recompense to the customers that ordered physical copies from the ubistore or at least they should have been contacted to arrange a download code for there country.
Yes I have contacted the Ubisoft support where I spent an hour explaining this to them in chat, to just keep getting quoted there faq info. While they agreed with what I explained about how physical copies of server based games worked.
So the support team were a complete waste of time, the whole experience has made me almost not want to play the game.
I have been looking forward for this game since it was first announced that a sequel to the division was been made.
I have over 1400 hours of playtime in the division since i got that on release day, even though the pre order was 18 months delayed from the original date.
I appreciate you reaching out about this. I understand your desire to have the game available as early as possible, and I will pass on your feedback to the team so that they know you feel frustrated by the download that will need to be performed on March 12, 2019.
I do want to be clear that we state the following: If you pre-order the Physical Gold Edition, Dark Zone Collector's Edition or Phoenix Shield Collector's Edition from the Ubisoft Store before the 8th of March, your copy of the game will be delivered on 12th of March 2019.
Information that wasn’t available in August last year, when I pre ordered it and was stated you get 3 days early access. Not up to 3 days early access. My main issue is as it’s a server based game there is absolutely no reason what so ever why physical editions could not be sent to arrive on the 11th. As it is physically not possible to play till the servers are live. At the very latest they should have been sent out the same time that digital pre downloads went live. Not less than 8 hours before it goes live.
I feel I have paid a premium for the edition I ordered and you have fallen well below the service that is expected.
Personally I think some sort of recompense for the lost play time should be issued to customers that ordered the Phoenix edition physical copies from the ubistore.
As UbiGabrinth mentioned it was clearly stated on the website that your copy of the game will be delivered on 12th of March 2019. That is 3 days early access as the game is released on the 15th March. I understand it may take some time to install the game and day one update, this will vary depending on your internet connection speeds.
If you have not received your game by 6:00pm today then please reply to this thread and we will look into this for you.
It’s 6pm and still no delivery of my Phoenix edition. It’s stuck in cologne, Germany as far as I can tell. The tracking hasn’t altered for the last 14hrs. Guess it’s definitely not going to arrive today as promised numerous times when I’ve contacted customer support. I would expect better service than this for the money I’ve spent. I have taken a week off work to play this game on release with my friends. They are all now going to be 24+ hours ahead of me and my planned experience and enjoyment of the game is now ruined.