My copy of Heroes VI: Gold Edition did not give me the DLC. | Forums

[Citronvand]

Just got a reply on my ticket:

Hello,

Thank you for contacting Ubisoft Customer Support. We apologize for the delay in getting back to you regarding the problem you have reported. Can you please confirm whether or not you are still experiencing these problems? If so, please let us know and we will be happy to investigate further.

If your query is specifically regarding your account, please make sure you have confirmed the following details:

- Full Name
- Email Address
- Username
- Date of Birth

If your query relates to an activation key or content key, please ensure the following digital images have been sent:

- The key/code you are having problems with
- Your proof of purchase

If you are encountering any errors, freezes or crashes, or, any installation problems with a PC title, we will need more information before we can investigate any further. To gather this information please use the link below:

http://ubisoft-en.custhelp.com/app/a...ail/a_id/14696


If your problem is related to online connectivity it is possible that the issue was temporary and is now resolved. If not, please let us know and we will continue investigating.


If you have any further queries or issues please do not hesitate to contact us again and we will assist you further.

Kind Regards,
Ubisoft Customer Support.


I have updated the information and confirmed I still have this problem. Will post again when they reply.

[Jabpe]

How long did it take and what information were you required to give them? I made my ticked 9th January and I have yet to receive a single reply.

I opened ticket on 5th January but managed to scan and add pictures on 7th. I scanned my receipt (proof of purchase) from cdon.com, quick_start (= my keycode) and game disc. After that I got standard answer along the lines of "please make sure you have provided proof of purchase etc..."

when I updated my ticket I choose the "please answer me" option.

So in summary opened 5th added pictures 7th got keycode on 10th.

[Ixipixion]

Just got the automated response from Ubi support. I am very saddened that the first response is an automated message that doesn't even touch the subject at hand. Still waiting for my ticket to be handled by a real person.

[Citronvand]

Got a new reply today:

"Hej XXXX

Tack för att du kontaktar Ubisoft Teknisk Support rörande Rocksmith.

För att svara på detta mail, uppdatera denna incident (skapa inte en ny incident).

Angående ditt problem, jag har nu skickat din förfrågan vidare upp för undersökning och förhoppningsvis så har jag ett positivt svar till dig inom kort.

Vi ber om ursäkt för allt det eventuella besvär som detta orsakar dig

Om du har ytterligare frågor, vänligen tveka då inte att kontakta oss igen och vi kommer att hjälpa dig vidare.

Med vänliga hälsningar,

Nette
Ubisoft Tekniska Support."


Translation:

"Hello XXXX

Thank you for contacting Ubisoft technical support regarding Rocksmith.

To answer this mail, please update this incident (don't make a new one).

Regarding your problem, I have now sent your inquiry for further investigation and hopefully I will have a positive answer for you shortly.

We apologize for all the problem this may have caused you.

If you have any further questions, please don't hesitate to contact us again and we will help you further.

Best wishes,

Nette
Ubisoft Technical Support."


"Regarding Rocksmith"? Really Ubisoft? I just assume it was an error and the people who will investigate this further will see that this is not regarding Rocksmith, but Heroes VI. Kind of hard to believe otherwise since I have pictures of the Heroes VI box attached and the category is Heroes VI for the ticket.

[Ixipixion]

I am still waiting for a real response from UBI. Seems like their customer service isn't that good.

[Ixipixion]

I have now waited for a week.

[Ubi-MoshiMoshi]

Hi Ixipixion, please PM me your ticket number.

[Citronvand]

I can't believe this. Now they changed my ticket status to "solved"! I made my ticket the 9th january and I have yet to receive any help on the matter. I have attached my receipt, the box, the cd and the cd-key while explaining the problem. I don't see why this is taking so long, assuming that they will fix this at all. I just want my DLC which I paid for.

[Ubi-MoshiMoshi]

Hi Citronvand, if your issue is not solved please re-open the ticket and explain it isn't.

[Citronvand]

I have done that Ubi-Mush. I updated it the 17th at 8.00 am. Still waiting for a reply. Wish they could be as fast as you :P