I wrote:
Hello, for the past weeks I'm having 2 major issues that prevent me from playing at all (not launching, launches after 60 minutes of trying or I give up) and severely damages my playing experience. You can see those in my 2 open tickets.
For a week now I've spent more than 6 hours with your support on both tickets, if it's because of hours chatting with you, commenting and majorly doing dozens (probably even more) troubleshooting steps you send to me via email.
So far, your support hasn't manage to fix (or improve) any of the problems, and by now I have a pretty clear view, that you do not know how to help me, and thus can't, but I want to continue playing the game, even though it has major bugs.
You have to understand how tired I am, 6 plus hours and counting, 6 hours and nothing happens, nothing improves, nothing get solved. 6 hours of chatting, 6 hours of commenting, 6 hours of doing like 100 troubleshooting steps you send me via mail in total.
It takes it's toll and it takes a lot of my precious time.
The whole thing about a game is that you can, when you want, wherever you want, kick back and play and have fun. Unfortunately, that has not been the case for me, to say the least.
If you look at the tickets you can also see different representatives not bothering to read the case history and, as a result, repeat their predecessors, forcing me, to repeat myself, it's another thing that hugely frustrating.
I'm so tired, i'm chatting with your support and doing troubleshooting for hours and hours for nothing, every problem still persists, it cannot continue like that, and frankly, I'm tired of it (think that any reasonable person would), another major point that I mention before is having to repeat myself because the representative doesn't bother to read the case at all, look through the cases, I don't understand why I write things and have to re-write exactly as written before
Please understand me, i;m tired and frustrated because i've already spent more than 6 talking to you on both tickets (via chat mostly but also via comments) and you gave me tons of troubleshooting steps that looks like homework, and didn't work also. I am tired, so tired!
The thing that makes the situation more terrible than it already is, is that it not only consumes my valuable and precious time, it consumes the valuable and precious time of my Ubisoft + Subscription.
You see, i'm on a subscription model, and, by not being able to play game most of the time (very frequently), and by wasting my time with your support that repeats itself and doesn't solve anything (chats, million troubleshooting steps via email and more), it takes time from my subscription, which really isn't fair. Instead of playing most of the time and enjoying, I find myself unable to play or experiencing crashing which your support can't manage to help me, all the while adding to that the time it takes to correspond with you and do those A LOT of troubleshooting steps
Not only I suffer those issues, all over the internet I saw many similar complaint about both of my issues, exactly. Now, think about me for a second, after all of this, countless hours, while the problems still persists, wouldn't you be frustrated? Wouldn't you be tired?
If all due respect, that cannot go un-noticed and i'm tired, mad and frustrated, as any person would in this case.
If you try and put yourself in my shoes, you will feel the same.
After all I've been through, still going through (as the problems has not been solved), and the fact I'm on a subscription based model (that for the last week I have beardly used because of those bugs) I believe I'm due for a compensation (a significant one at that), but I do not want a refund as I like the game.
Consider what I have told you, and try and be fair with me. Remember i'm on a subscription base that I can beardly take advantage of, but I don't want a refund as I like the game. Please don't underestimate your responsibility and part in this. Thanks
They have responded with:
Ubi-Tonitri (7/14/2021, 3:57:17 PM): Thanks for contacting Ubisoft Support. You're now connected with Ubi-Tonitri, please allow a few moments for the agent to acquaint themselves with your case. Our team are working hard to provide support to as many players as possible during these difficult times. Abusive language towards our agents will not be tolerated and will result in the chat session being terminated.
Me (7/14/2021, 3:57:50 PM): Please real carfully and consider a proper, fair, compenstation
Ubi-Tonitri (7/14/2021, 3:59:07 PM): Hello.
Ubi-Tonitri (7/14/2021, 3:59:10 PM): Hope you are doing great.
Ubi-Tonitri (7/14/2021, 3:59:15 PM): Give me a moment to familiarize myself with the case.
Me (7/14/2021, 4:00:53 PM): cases* plural
Me (7/14/2021, 4:01:44 PM): After that, Please read Carefully what I wrote here and offer a fair compenstation
Ubi-Tonitri (7/14/2021, 4:02:39 PM): I am sorry to hear about the experience you have had and I understand that you would like to be compensated for it, yes?
Me (7/14/2021, 4:03:36 PM): I think it's only fair... if you'll go through both cases plus the new case I just opened for this chat
Ubi-Tonitri (7/14/2021, 4:05:14 PM): Unfortunately, I am sorry to inform you that regarding the possibility of a compensation for this situation, we here at the support site do not have the ability of granting personal compensations due to technical issues, as this is a decision made at a development level.
Ubi-Tonitri (7/14/2021, 4:05:45 PM): If the latest troubleshooting steps did not resolve your issue, I would kindly ask you to update the corresponding case appropriately so that we can investigate further and potentially help you in resolving the issue.
Me (7/14/2021, 4:06:17 PM): Ok than pass it on to the development level and have them come up with a compensation
Me (7/14/2021, 4:07:05 PM): There is a reason you have a "complaint" catagory
Me (7/14/2021, 4:07:25 PM): I was unable to play the game for the most of the recent week that took 1/4 of my subscriptiom time
Ubi-Tonitri (7/14/2021, 4:07:38 PM): I can appreciate this, though we would not be able to proceed in this way. Although developers and supervisors are present here at Ubisoft, all communications are handled by advisors such as myself.
Me (7/14/2021, 4:08:21 PM): So what can I do? I more than think that I deserve some sort of compemsatopm due to the situation
Me (7/14/2021, 4:08:58 PM): It's not possible to take away my subscription, which I paid for, just like that
Ubi-Tonitri (7/14/2021, 4:09:09 PM): I would advise you to continue the communication on the other case you opened regarding the issue you are experiencing.
Ubi-Tonitri (7/14/2021, 4:09:17 PM): I believe that if a compensation is due, it should be granted.
Me (7/14/2021, 4:10:07 PM): No i've had enough of my time taken, wouldn't want to continue with the other cases because it is clear to me, sorry to say, that you do not know how to solve those problems
Me (7/14/2021, 4:10:24 PM): you wrote: "I believe that if a compensation is due, it should be granted.", what do you mean by that?
Ubi-Tonitri (7/14/2021, 4:11:55 PM): As already mentioned above, decisions for compensations are made at a development level.
Ubi-Tonitri (7/14/2021, 4:12:23 PM): Therefore, I would advise you to update the other case accordingly, I believe that an agent should be able to assist further from there.
Me (7/14/2021, 4:12:46 PM): I didn't get you... I don't understand
Me (7/14/2021, 4:13:18 PM): here is the situation: It is clear to anyone who will read the cases that i'm due for a compensation. My question is: how do I get it?
Ubi-Tonitri (7/14/2021, 4:13:34 PM): I completely understand what you are saying.
Ubi-Tonitri (7/14/2021, 4:14:00 PM): As already mentioned above, I am sorry to inform you that we here at Ubisoft Support are not able to grant personal compensations.
Me (7/14/2021, 4:14:41 PM): ok, then the person who can will
Me (7/14/2021, 4:14:57 PM): How do I get a compensation? in general
Ubi-Tonitri (7/14/2021, 4:15:09 PM): As already mentioned above, these decisions are made at a development level.
Me (7/14/2021, 4:15:17 PM): I understand
Me (7/14/2021, 4:15:31 PM): so let them make these desicion regarding my case
Me (7/14/2021, 4:16:16 PM): the only question is how do I give them my complaint in order for them to see if there a justification for a compensation and give me one
Ubi-Tonitri (7/14/2021, 4:17:15 PM): As already mentioned above, all communications are handled by advisors such as myself.
Ubi-Tonitri (7/14/2021, 4:17:43 PM): If you would like to forward a complaint, you can do it the same way you opened this ticket by filling the case description.
Me (7/14/2021, 4:18:27 PM): and then it will go to the decision makers and if they find it so, I will be compenstated?
Ubi-Tonitri (7/14/2021, 4:19:27 PM): The case will most likely be reviewed by a Ubisoft Support agent such as myself.
Me (7/14/2021, 4:19:43 PM): Andddddd?
Me (7/14/2021, 4:19:54 PM): you'll give me the same answer
Me (7/14/2021, 4:19:57 PM): So basically you are telling me: "We do not give compensation as our policy"?
Me (7/14/2021, 4:20:20 PM): you're just avoiding of saying it directly
Me (7/14/2021, 4:21:17 PM): I ask this one more time and I request a simple answer: Is it possible, in Ubisoft, to be compensated?
Ubi-Tonitri (7/14/2021, 4:22:29 PM): I can see that this information has already been provided above. As already mentioned above, compensation decisions are made at a development level and we here at the Support site are not able to grant compensations.
Ubi-Tonitri (7/14/2021, 4:22:41 PM): As I can see that all the information has already been provided, could you tell me if there is anything else I can assist with>?
Me (7/14/2021, 4:22:50 PM): Yes
Ubi-Tonitri (7/14/2021, 4:22:52 PM): Please keep in mind that if there is nothing else this chat will be closed.
Me (7/14/2021, 4:23:50 PM): I'm sorry, I did not understand you... how do I get compensated? you have yet to tell me what to do in order to do so...
Me (7/14/2021, 4:24:54 PM): You only said you can't, please refer me to one who can
Ubi-Tonitri (7/14/2021, 4:25:16 PM): I can see that this has already been provided. Compensation decisions are made at a development level, please keep in mind that we here at Ubisoft Support are not the development team.
Ubi-Tonitri (7/14/2021, 4:25:42 PM): If a compensation is due, I believe that the relevant teams will either contact the person privately or post it on the forums.
Me (7/14/2021, 4:26:09 PM): Ok, how do I get to the those who decides on compensation (the "development team")
Ubi-Tonitri (7/14/2021, 4:26:36 PM): As already mentioned above, you would not be able to contact them directly because all communications are handled by advisors such as myself.
Ubi-Tonitri (7/14/2021, 4:26:41 PM): Is there anything else I can assist with?
Me (7/14/2021, 4:26:43 PM): Nobody will give me a compensation of their own free will and just so
Ubi-Tonitri (7/14/2021, 4:26:48 PM): Please keep in mind that if there is nothing else the chat will be closed.
Me (7/14/2021, 4:27:33 PM): Can you keep the case open so, as you said "If a compensation is due, I believe that the relevant teams will either contact the person privately or post it on the forums."?
Ubi-Tonitri (7/14/2021, 4:28:33 PM): Goodbye!
Sorry here's the full chat:
Ubi-Tonitri: Thanks for contacting Ubisoft Support. You're now connected with Ubi-Tonitri, please allow a few moments for the agent to acquaint themselves with your case. Our team are working hard to provide support to as many players as possible during these difficult times. Abusive language towards our agents will not be tolerated and will result in the chat session being terminated.
porano: Please real carfully and consider a proper, fair, compenstation
Ubi-Tonitri: Hello.
Ubi-Tonitri: Hope you are doing great.
Ubi-Tonitri: Give me a moment to familiarize myself with the case.
porano: cases* plural
porano: After that, Please read Carefully what I wrote here and offer a fair compenstation
Ubi-Tonitri: I am sorry to hear about the experience you have had and I understand that you would like to be compensated for it, yes?
porano: I think it's only fair... if you'll go through both cases plus the new case I just opened for this chat
Ubi-Tonitri: Unfortunately, I am sorry to inform you that regarding the possibility of a compensation for this situation, we here at the support site do not have the ability of granting personal compensations due to technical issues, as this is a decision made at a development level.
Ubi-Tonitri: If the latest troubleshooting steps did not resolve your issue, I would kindly ask you to update the corresponding case appropriately so that we can investigate further and potentially help you in resolving the issue.
porano: Ok than pass it on to the development level and have them come up with a compensation
porano: There is a reason you have a "complaint" catagory
porano: I was unable to play the game for the most of the recent week that took 1/4 of my subscriptiom time
Ubi-Tonitri: I can appreciate this, though we would not be able to proceed in this way. Although developers and supervisors are present here at Ubisoft, all communications are handled by advisors such as myself.
porano: So what can I do? I more than think that I deserve some sort of compemsatopm due to the situation
porano: It's not possible to take away my subscription, which I paid for, just like that
Ubi-Tonitri: I would advise you to continue the communication on the other case you opened regarding the issue you are experiencing.
Ubi-Tonitri: I believe that if a compensation is due, it should be granted.
porano: No i've had enough of my time taken, wouldn't want to continue with the other cases because it is clear to me, sorry to say, that you do not know how to solve those problems
porano: you wrote: "I believe that if a compensation is due, it should be granted.", what do you mean by that?
Ubi-Tonitri: As already mentioned above, decisions for compensations are made at a development level.
Ubi-Tonitri: Therefore, I would advise you to update the other case accordingly, I believe that an agent should be able to assist further from there.
porano: I didn't get you... I don't understand
porano: here is the situation: It is clear to anyone who will read the cases that i'm due for a compensation. My question is: how do I get it?
Ubi-Tonitri: I completely understand what you are saying.
Ubi-Tonitri: As already mentioned above, I am sorry to inform you that we here at Ubisoft Support are not able to grant personal compensations.
porano: ok, then the person who can will
porano: How do I get a compensation? in general
Ubi-Tonitri: As already mentioned above, these decisions are made at a development level.
porano: I understand
porano: so let them make these desicion regarding my case
porano: the only question is how do I give them my complaint in order for them to see if there a justification for a compensation and give me one
Ubi-Tonitri: As already mentioned above, all communications are handled by advisors such as myself.
Ubi-Tonitri: If you would like to forward a complaint, you can do it the same way you opened this ticket by filling the case description.
porano: and then it will go to the decision makers and if they find it so, I will be compenstated?
Ubi-Tonitri: The case will most likely be reviewed by a Ubisoft Support agent such as myself.
porano: Andddddd?
porano: you'll give me the same answer
porano: So basically you are telling me: "We do not give compensation as our policy"?
porano: you're just avoiding of saying it directly
porano: I ask this one more time and I request a simple answer: Is it possible, in Ubisoft, to be compensated?
Ubi-Tonitri: I can see that this information has already been provided above. As already mentioned above, compensation decisions are made at a development level and we here at the Support site are not able to grant compensations.
Ubi-Tonitri: As I can see that all the information has already been provided, could you tell me if there is anything else I can assist with>?
porano: Yes
Ubi-Tonitri: Please keep in mind that if there is nothing else this chat will be closed.
porano: I'm sorry, I did not understand you... how do I get compensated? you have yet to tell me what to do in order to do so...
porano: You only said you can't, please refer me to one who can
Ubi-Tonitri: I can see that this has already been provided. Compensation decisions are made at a development level, please keep in mind that we here at Ubisoft Support are not the development team.
Ubi-Tonitri: If a compensation is due, I believe that the relevant teams will either contact the person privately or post it on the forums.
porano: Ok, how do I get to the those who decides on compensation (the "development team")
Ubi-Tonitri: As already mentioned above, you would not be able to contact them directly because all communications are handled by advisors such as myself.
Ubi-Tonitri: Is there anything else I can assist with?
porano: Nobody will give me a compensation of their own free will and just so
Ubi-Tonitri: Please keep in mind that if there is nothing else the chat will be closed.
porano: Can you keep the case open so, as you said "If a compensation is due, I believe that the relevant teams will either contact the person privately or post it on the forums."?
Ubi-Tonitri: I would like to inform you that cases are open for 4 days after which they are closed due to inactivity.
porano: Other than your forum (and Facebook, Instagram etc.), should I post this conversation anywhere else to get a response?
Ubi-Tonitri: You are free to post this conversation on the social media.
porano: that's not the point... the point is how do I get those 7 days which I could beardly play back to my subscription
porano: barely*
Ubi-Tonitri: As I can see that all the information has already been provided, this chat will now be closed.
Ubi-Tonitri: I wish you a great day!
Ubi-Tonitri: Goodbye!