Incorrect info on the store page, refund denied | Forums

[launcelotdulac]

I purchased the game through the Uplay client. The store page says the game has English interface. "Select the desired language for this game" in Properties also includes English. However, the game (the version I purchased in my region) does not have English interface.

The tech support person refused to acknowledge that the product description was inaccurate. He claims that the fact that Interface: English is checked on the store page is not an incorrect description. I believe that claim is incompetent, the language information should be region-specific (it is for other products, as far as I can tell, and I'm being redirected to the correct store page for my region). Otherwise how are people supposed to know what exactly they are buying?

And, of course, since I have 10 minutes of play time, tech support refused to give me a refund. Way to go, Ubisoft.

(I'm using my old forum account for this post, because I can login to store.ubisoft.com and account.ubisoft.com just fine but can't log in to the forums using the account under which I've purchased GRW. The tech support ticket number is 12734670).

[Ubi-Karl]

Hey launcelotdulac,

Thanks for reaching out and I am sorry to hear about this.

We can look at the possibility of refunding the purchase for you, however before we would be able to proceed, we will need to ask you to provide us with full and uncropped screenshot showing proof of purchase for your game.

If it was purchased from us, you will be able to locate email with confirmation of your order, which is what we would need.

Once ready, attach it to your ticket and we will have a look.

[launcelotdulac]

I've attached a screenshot to the ticket.

[Ubi-Karl]

I've attached a screenshot to the ticket.

Thanks for your response.

I can see you attached screenshot however we would need it to be full and uncropped, so when you get a chance, could you kindly reupload it?

[launcelotdulac]

I've uploaded another screenshot, you'll notice it's the full Thunderbird window, no scrollbars. Can't wait to see where this is going next.

[Ubi-Houck]

Thanks for uploading that for us. Our team will look into this and get back to you in the support ticket.

Thanks!

[launcelotdulac]

Ubisoft is continuing to deliver. After two days of silence, I was asked for another verification, this time to verify my account through e-mail. After two more days, I was informed the case was forwarded to the store team. After four more days of silence, the support ticket was automatically closed. I left a comment in the ticket to reopen it.

EDIT 1: I got a reply (and apparently Wildlands has been removed from my library, even though I wasn't notified about that), it says they cannot make a direct refund because the purchase was for two games and Ubi Store uses XSolla, which doesn't support partial refunds. I was promised a refund in the form of a voucher and informed that the process of creation of a voucher can take a while (you don't say).

I've now requested a refund to the credit card for the whole purchase. I expect it'll go just as swimmingly.

EDIT 2: The refund for the whole purchase was denied (this time the reply was remarkably swift) with the same explanation that the other product had already been used. So this pig in a poke can only be exchanged for another pig in a poke.

[Ubi-Borealis]

Hello there launcelotdulac!

I'm sorry to hear you were not satisfied with the responses you received from our support team. I've taken a look at your case, and I can see that you have been offered a voucher as a partial refund. Our team have informed you correctly according to our refund policy. As you have requested a refund for this product, this is why it has been removed from your game library.

I understand that this was not the answer you were hoping for. I'm happy to pass your feedback to our team.

[launcelotdulac]

I do not find this argument very convincing. Initially I was, just as correctly, informed that I cannot get a refund for Wildlands either. Now it turns out that I can, apparently because your colleagues agreed that the product description was incorrect, despite never admitting it explicitly. But now the upshot is that I still cannot get my money back for a product with incorrect description. The FAQ you refer to conveniently forgets to mention that a refund may mean that I do not get my money back but only get a voucher for another Ubisoft product instead. A voucher is not very useful to me, as I have absolutely no plans to use Ubisoft Store in the future, with or without a voucher.

[Ubi-Borealis]

Once again, I apologise for any miscommunication that's been caused, and inconvenience as a result. I'm happy to pass on your feedback regarding the information that was unavailable to you.