I'm troubled by this, if Ubi got the game to the logistics company on time, how can Ubi be blamed or how can they resolve the issue? I work at the phone company (actually we're the most incompetent company in the world), it always tickles me when a customer calls in their circuit when the they are in a power outage. Nothing like calling the gas company when you sewage backs up, eh?
Believe me there's plenty you can complain about, but getting your game late, my game was on time because I got a digital version! People who ordered through other than Ubi and other than digital, your at the mercy of whoever is delaying your game. Don't blame the Easter Bunny because Santa didn't show!
Sounds like Ubisoft answered your call for help as a support agent was speaking to you. There's only so many times they can repeat saying that UPS is out of their control and you need to take the matter up with UPS. I'm sure they probably felt your hurt in not having the game right now as I am, it's unfair that you did not receive it before the early access period (I'm guessing you bought the ed that supports it) but there's only so much Ubisoft can do or say before they need to move to the next customer having issues. You are not alone mickysc and I'm sure it will arrive soon.
I have no love loss for UBI tech support as I put in ~10 tickets for TD1 and not a single one was resolved. Not one!
But, it doesn't sound like they are to blame and it is possible there could have been an issue that caused the chat window to close (loss of connectivity, tech's computer crashed, hit the wrong key, etc). That said, good support companies get your return contact info at the very beginning of any support case for this eventuality.