Junior Member
Ubisoft is refusing a refund for a game that doesn't work properly on their Uplay launcher and a second game I never accessed.
They have been jerking me around since July 4th sending to me a dozen different Ubisoft Customer Service reps with no answers.
Highly advise to avoid as they refuse to work with me. I am in the process of issuing a chargeback due to them not delivering a working item that I purchased.
BTW - 10 year old Ubisoft account here, been a customer for 15+ years. They do not give a sh** about retaining me as a customer, they wont care about you.
Senior Member
Junior Member
Ubisoft has issued soft threats to me via case chat about disabling certain aspects of my Ubisoft account. I think they are looney - I will never do business with them again after this.Originally Posted by XBL_Laberbacke Go to original post
Ubisoft Support Staff
Hello there Casualclutch. Welcome to the forums!Originally Posted by Casualclutch Go to original postUbisoft is refusing a refund for a game that doesn't work properly on their Uplay launcher and a second game I never accessed.
They have been jerking me around since July 4th sending to me a dozen different Ubisoft Customer Service reps with no answers.
Highly advise to avoid as they refuse to work with me. I am in the process of issuing a chargeback due to them not delivering a working item that I purchased.
BTW - 10 year old Ubisoft account here, been a customer for 15+ years. They do not give a sh** about retaining me as a customer, they wont care about you.
I have checked your case, and I can see that under our refund policy your request was appropriately denied. I can also see that my colleagues have offered to try and help you to get your games to work by offering troubleshooting. I understand that this isn't the solution you were looking for, however, in this case, you are not eligible for a refund from us.
Please note that performing a chargeback will affect your account, and we strongly advise against this.
Junior Member
Hello, unfortunatelly has something similar happened to me. I have recently (1,5 month ago) received an e-mail stating change of the content in my pre-purchase of Watch-Dogs: Legion, based on that I've decided that I want a refund and I want to wait and see when the game comes out. This option was also stated by Ubisoft as a valid reason to request refund. I was quickly transfered to correct "department" where they told me to wait. After a few days I asked how much longer and they told me they have some technical issues. It's been more then 30 days since I requested refund and Ubisoft customer service no longer replies to any of my messages, posts, comments etc. I feel screwed over and I will never again do bussines with them as they totally left me out. No response, it is impossible for me to get to contact with any of them, trying chat, etc..
I am member here for 5+ years, paid for their Uplay+, bought their games and now got stolen my money. I know there were a lot of issues going on in the company, but this is unacceptable. As a customer I have right to receive full refund max 30 days after my request was accepted, which can be max 14 days after my request was filed. Request wasn't even properly accepted as I haven't received any e-mail or message claiming my refund valid, even though it follows all your "refund policy" requirements. I feel sad and idk what should I drop it and let them win? Should I sue because of such bs? It's nonsence and it just feels like they don't give .... about us.
Community Manager
Junior Member
You are not alone my friend. I am also dealing with Ubisoft at this moment. All they have done so far is pass me through a different support tech every reply and giving me the "run around" treatment. You simply can not call it anything else. I have answered all of their requests and provided pictures(lots of them) with proof of purchase but they refuse to refund or simply credit me for 8 crates I was supposed to receive with the copy of Year 2 Pass I bought from Steam. I will quote the entire conversation bellow, so others can see what treatment this company gives you for being loyal customers and buying their products. Abhorrent behavior and business practices from a billion dollar game publisher.
Here is the conversation(starts at the bottom on Jan 19th)
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- Adisoru
January 29, 2021 4:24 AM
What does the transaction of Fallen Ghosts have anything to do with any of this?
Ubi-Sunflower @ Ubisoft Support
January 28, 2021 6:03 PM
Hey there!Thank you for contacting Ubisoft Customer Support. We would need that steam purchase of the Fallen Ghosts on the Website that shows the Transaction ID: Please provide the following to help verify your account:- Receipt for Ubisoft game purchased through SteamTo locate your receipt:1. Navigate to https://store.steampowered.com/account/history/ and sign in if prompted.2. Click on an item to display the full receipt. Please ensure your image is unedited, uncropped, and includes the following information:- The Transaction ID- Your Steam Account name- Description of the item that was purchased- The date that the purchase was madeWhen you're ready, attach your image(s) to your case!1. Navigate to https://support.ubisoft.com/Cases/ and log in if prompted.2. Click on your case number.3. From the Documents section, click on the Add Files button.4. Select the file(s) you would like to add.5. Click on the Open button.6. When you're done attaching files, click on the Submit Attachments button.Best,Ubisoft Support
Adisoru
January 27, 2021 6:08 AM
Separately? I bought the base game and the Fallen Ghosts DLC at the same time because there was a Steam sale. Why do you guys require so much proof that I own this game? I hope you're not insinuating that I have a cracked illegal copy of the base game. I have uploaded a lot more pictures of the base game and all of it's DLCs including both Season Passes that I purchased from Steam. You can clearly see they are in my library. I also uploaded a picture with the email confirmation from Steam of the purchase i made of the base game and Fallen Ghosts DLC on Dec 25th 2017. If you look at the top of the email right above the Steam Support logo you can see "Thank you for your Steam purchase". I made sure to highlight that for you guys so you can't miss itAdrianPS. The email I sent yesterday was never uploaded to my Case file.
January 26, 2021 10:07 AM
Hello Adisoru,Thank you for providing the proof of purchase. At the moment can you provide the proof of purchase of both the base game and DLC separately?You may provide an uncropped, full desktop screenshot of the purchase confirmation that includes the following:-Username and/or email address-Date of purchase-Vendor name (Steam, Amazon, etc)- Title of purchased item.- URL of the website at the topPlease note that a PDF confirmation is not considered valid and must be a static screenshot or photo.For a Steam purchase, you can find instructions for accessing the purchase confirmation here: https://support.ubi.com/en-GB/faqs/0...of-purchase/We appreciate your patience as we try to help resolve this. Please let us know of further questions.Best Regards,Ubi-DurianUbisoft Customer Support
January 25, 2021 1:34 AM
Hello Adisoru,Thank you for reaching out to us.I cannot address legal policy with you, however, I would like to assist you further with this, and explain the steps we are taking to avoid possible confusion.We are currently asking for files and other account information to ensure that there are no other accounts to which the Year Pass may have linked itself to, thereby causing it to not appear for you in-game. We can also provide more detail for you on what we see if we verify your account, for which I have sent you an email to do so.As for a refund request, because the purchase was made from Steam, I would recommend reaching out to Steam support, as would not be able to refund a purchase not made from our store.Regarding further steps on this issue, I may have noticed something which we can look into further. To do so, can you please send us an image of your base game receipt for Wildlands, in a similar fashion to that of your Year 2 pass with all of the purchase information visible, so that we could look over it to better review this issue for you?Thank you for your patience while we work to help you resolve this issue.Warm regards,Ubi-TrebuchetUbisoft Support
January 24, 2021 9:45 PM
No other usernames. The only 2 I've ever used are Adisoru and Sepulsolja. I am in the process of contacting legal help and talking our family attorney. This is absurd. I have paid for both the Season passes and at this point this is theft. Instead of at least offering me the money back or just adding the missing items to my account all I get from Ubisoft is the run around. I will also post this incident on reddit and Steam
January 24, 2021 2:10 AM
Hello! Adisoru,Thank you for contacting Ubisoft Support.I am sorry to hear that! Is there any usernames or emails you have used in the past? If so can you list them?If you have any further questions don't hesitate to contact us again, have a nice day!Best Regards,ubi-biscuitsUbisoft Support
January 23, 2021 11:18 PM
Hi Copper. I want to let you know that I also did the ownership steps you asked me to try and it didn't help. I deleted the file(real long number) in the ownership folder and restarted Wildlands from Steam client. At that moment Ubisoft Connect launcher also fired up and downloaded the new ownership file. I was Online(rarely go Offline). Game started fine and new ownership file was added to the ownership folder but my crates are still missing along with all the other Season/Year 2 Pass items I am supposed to own. Let me know if you need anything else on my end.ThanksAdrian
January 23, 2021 11:05 PM
Hi Copper. Thanks for quick reply. I attached the launcher_log.txt file you asked forAdrian
January 23, 2021 10:56 AM
Hello Adisoru,Thank you for contacting Ubisoft Support. My name is Copper and I will be happy to work with you today.Thank you for the images of the purchase history! We are using that information now to help find why the season pass is not linking the unlocked content in your game. While we are looking into that would you also be able to provide us with a copy of your Ubisoft Connect Launcher log file? You can locate that by following the steps here:1. Click on https://support.ubi.com/en-US/Cases2. Enter your Ubisoft Account credentials, and click Login.3. Click on 13893744 to find your incident.4. Click "Attach documents".5. Navigate to your Uplay PC Client installation folder, which will probably be in the following directory:C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\logs6. Select the file "launcher_log.txt" and click Open.7. Click "SUBMIT ATTACHMENTS" to complete the incident.I'd also like to ask if you can please try these ownership steps and then launch Ghost Recon Wildlands from the Steam client.For this issue, you will need to try deleting the ownership file located in your Uplay install directory. To do this, you will need to close the Uplay Client and follow the steps below.Navigate to the following directory:C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\cache\ownershipDelete all files located in this folder.Note: If your Uplay client is set to offline mode, you will need to launch the Uplay client and game while connected in online mode for those files to be repopulated. You can then close the game and re-enable offline mode in Uplay if you so desire.Please let me know if you have any further issues.Best regards,Ubi-CopperUbisoft Support
January 22, 2021 11:52 PM
Hi and thank you for replying.I have to add however that I'm a bit confused on why this is happening. I have attached 2 more pictures with the proof you require. I guess the 1st picture with the email I received from Steam after I purchased it,.... wasn't enough. Anyways I'm confused as to why I need to contact you in the 1st place. Usually when a customer purchases a game/dlc from ANY store front they don't have to contact the publisher after wards to provide 3 pictures with proof of purchase. Why make me jump through all the hoops??? It's 8 crates ubisoft! I also can't access the Peruvian Connection Pack from the Season Pass. The Splintercell equipment is also missing. If those items are attached to a mission before a player receives them you guys sure are vague about explaining things. People are confused everywhere why they aren't receiving items they paid for in the Season Pass and Year 2 Pass and that might have something to do with it.
January 22, 2021 11:15 PM
Hi there, Adisoru.Thank you for contacting Ubisoft Support.I am sorry to hear that you are missing your Season 2 pass content that you purchased from Steam.Can you please attach a Steam proof of purchase for the season pass?Navigate to https://store.steampowered.com/accou...e_transactions and log in with your Steam account. From there, select View Purchase History. Please take uncropped screenshots showing the following: 1) Your Steam Username2) Game purchased3) Date of purchase4) Price paid Please do the following steps to update your case with us:Navigate to https://support.ubisoft.com/Cases/ and log in if prompted.Click on your case number.From the Documents section, click on the Add Files button.Select the file(s) you would like to add.Click on the Open button.When you're done attaching files, click on the Submit Attachments button.This link will help you locate the Steam proof of purchase and show you how it needs to look : https://support.ubisoft.com/en-US/Article/000061770Once we've received the information, we'll examine it and get back to you as soon as we can.Kindly,Ubi-SushiVampireUbisoft Customer Support
January 19, 2021 1:00 PM
Hi. I bought Year 2 pass from Steam but haven't received anything that it says it includes. No crates, no splintercell outfit, no knife.... nothing. I feel totally ripped off. According to the Year 2 Pass i should now own these items:- The Year 2 Pass also grants immediate access to:- 8 Battle Crates (4 Spec Ops Crates + 4 Ghost War Crates)- The Splinter Cell Pack (including 1 weapon, 1 weapon skin, 1 CQC move, 2 NVG Goggles, 1 pair of gloves, 3 camos).When I click on "CRATES Unlock New Items" from the LOADOUT menu the crates menu pops up where you can cycle through Prestige, Special Ops and Ghost War crates. Mine says X0 on all 3. According to the $30 Year 2 Pass I should now own 4 Special ops and 4 Ghost War crates. Can't find the new Splinter Cell gear either.Please fix this asap Ubisoft. I can't help but feel like I was just robbed.
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PS. I have uploaded no less then 15 pictures with my Steam purchase history for the base game GR WIldlands and all of it's DLCs and Season Passes I bought from Steam. Every reply I get from Ubisoft is a different tech being blatantly repudiating and unhelpful by sending me on wild goose chases asking for proof of this and that when all I have done from the get go was provide it. They hide behind a veil of politeness but everyone knows it's BS
Ubisoft Support Staff
Adisoru Hey there! I am extremely sorry for the difficulties this issue has been for you. I have read over your ticket and see that there is a possible issue with locating the content on your Ubifot account. I see that our team has previously reached back to your ticket. So we can take a deeper look into this with you, please don't hesitate to reach back to your support case with any additional information you can provide. Please know our support team is happy to continue to review this further with you so you are able to access all content from your Steam purchase.
