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  1. #1

    Ubisoft has the worst customer service ever! :(

    With the release of the latest gear pack (Myrmidon Pack) i felt compelled to purchase it, as it is easily the best looking armor to date,

    So i went along and got a small pack containing 1050 helix credits.
    So the purchase part went fine, they got my money. I never received the credits in game though. I wrote them an e-mail on 20th september concerning this matter and never got an answer. few day later and multiple log ins into the game, i still don't have the credits.

    Then on Monday i tried contacting customer service through a phone number i found, but all i got was a machine saying how they stopped answering phone calls as offering a chat service would result into a better customer service. As you can imagine this really pissed me off, as they chat service is more often then turned off.

    So now almost a week later i havent received an answer to my e-mail nor did i ever receive the credits in game.

    This will be for sure my last purchase made from Ubisoft. I have a similar experience a year ago, but i guess i gave them a second chance.
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  2. #2
    cawatrooper9's Avatar AC Forum Moderator
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    The best way to reach them with issues like this is to submit a support request.

    Hope that helps you get this resolved!
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  3. #3
    Originally Posted by cawatrooper9 Go to original post
    The best way to reach them with issues like this is to submit a support request.

    Hope that helps you get this resolved!
    Thats what i meant with i sent them a e-mail. I did submit a support request with in it a screen shot with proof of my purchase.

    all of sudden after i started this thread i got a reply that they will escalate this issue and they will do some further research...

    Really bad they i only get a answer after opening a threat about this. Other companies just reply within a day and have it solved immediately as would be normal.
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  4. #4
    I talked to them yesterday over chat. It didn't take long for the things to get rolling, but the rep did provide me wrong information at one point (he apologized afterwards), but after 20 minutes of chat, they have forwarded the issue and am told that it would be fixed in a day or two.

    Note: The above experience was for Division 2 and I assume they have more people in customer service for Div 2 given it is a live game.
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  5. #5
    Originally Posted by show_stoppa Go to original post
    I talked to them yesterday over chat. It didn't take long for the things to get rolling, but the rep did provide me wrong information at one point (he apologized afterwards), but after 20 minutes of chat, they have forwarded the issue and am told that it would be fixed in a day or two.

    Note: The above experience was for Division 2 and I assume they have more people in customer service for Div 2 given it is a live game.
    i am happy for you, that your isseu got resolved quickly.


    They wrote me this:
    Hello, Asgardian02,
    Thank you for contacting Ubisoft Support.
    We are sorry to hear that your credits have not been activated on your account after you have placed your order.
    Your case will be escalated to the Ubisoft Store team for further investigation.
    We will keep you informed of news as it becomes available.
    We apologize for any inconvenience.
    Do you have any questions? Please let us know on the next page:


    I have received these sort of responses before and while patiently waiting on them to conduct their research more often then not after a few days i will receive another e-mail that they have closed the case as i didn't reply, yet they specifically stated that i should not reply and just wait for them to resolve this.

    Either after having waited 1 entire week, getting a e-mail that they need more research just doesn't cut it. Why couldn't they just give me my credits right away.

    Stuff lik ethius doesnt happen over at Blizzard or CD-project red
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  6. #6
    DreadGrrl's Avatar Senior Member
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    I found it was important to be polite but firm while dealing with them. When they closed my case I re-opened it. I simply responded in the case file that the problem had not yet been rectified, and that I would not accept the case being closed until the issue was rectified.

    It took about a week to get everything sorted out. This was for 40 Ori that my account wasn’t credited.
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  7. #7
    UbiFaveRED's Avatar Community Representative
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    We are sorry for the inconvenience! Please refer to our Support Thread:
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  8. #8
    Originally Posted by UbiFaveRED Go to original post
    We are sorry for the inconvenience! Please refer to our Support Thread:
    how much longer will it need for you guys to pick up isseus like this?
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  9. #9
    DreadGrrl's Avatar Senior Member
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    I purchased a small pack of helix credits. While it hasn’t been 24 hours yet, I don’t have them yet. And, the system has apparently proven to be unreliable lately. Case: 09821404

    I won enough parts of the Lawgiver pack to knock the price down nicely and I wanted to buy it.
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  10. #10
    Originally Posted by DreadGrrl Go to original post
    I purchased a small pack of helix credits. While it hasn’t been 24 hours yet, I don’t have them yet. And, the system has apparently proven to be unreliable lately. Case: 09821404

    I won enough parts of the Lawgiver pack to knock the price down nicely and I wanted to buy it.
    Hope you get your helix points soon, i am still waiting for them to resolve the matter, havent heard of them since wensday
    Bought the pack on friday 20th sept 2019, crazy that it takes this long...
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