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  1. #1

    How to request a refund - a gripping short-story

    I have to say I am very disappointed and saddened that so many of us have game breaking issues.

    I feel I have taken all reasonable steps to rectify the issue (including submitting a support ticket, and having it ignored), and have run out of patience.

    Timeline
    + Before "going Gold" on the 30th October 2014, the game passed internal quality assessment & testing
    + They then had 18 days or so until the official launch on the 18th November to detect, test, and ready a "day-1" patch to tackle the most game-breaking bugs
    + 4 days since launch there is no working fix, patch, or work-around
    + This is all compounded by poor Customer/Technical support ticket response times

    As the product was shipped to me personally in an unusable state I am taking steps here in the UK for a refund as I find Ubisoft in breach of contract in accordance with Consumer Contracts Regulations 2014, Unfair Trading Regulations 2008, Misrepresentation Act 1967, Supply of Goods and Services Act 1982.

    If you also purchased the game via a card handler such as Visa, Mastercard, or AMEX, the Chargeback Service is probably available to you, and here is a template for writing to your card handler.

    To further clarify, I am not encouraging anyone to pursue the course of action I mention above. It is intended to be for informative purposes for customers in a similar position to me.

    What I am encouraging is for people who read this to act in accordance with laws applicable to them, and to take a course of action that their good conscience allows.
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  2. #2

    If only...

    I also started a thread asking mods/admins how to go about requesting a refund..

    Crickets..

    I submitted a support ticket asking the same thing.

    Crickets.

    The game is unplayable. Period.

    - No game saves. Manual or automatic. Every time I try to fix one of the other problems the lack of a functioning save feature forces me to sit through the stupid overdone advertising intro and the first cinematic before I can even try to implement any kind of fix.

    - No key mapping. Period. I have a fully programmable keyboard and mouse and EVEN THAT won't allow me to re-map the keys to function like they do in every other first person game I've ever played.

    - SLI ghosting. My SLI MSI GTX 970 4G gaming GPUs destroy every game I throw at them at 2560 X 1440 on Ultra. This game greets me with ghosting and shadowing. I know there are work-arounds but this is something that should work out of the box. Even if I tried all the SLI "fixes" out there, there is no way I'm sitting through the stupid intro and first cinematic again just to hope and pray a certain "fix" solved the issue.

    - Ubisoft ignores legitimate questions - both here, and in their "trouble ticket" realm.

    I elected to use my Nvidia "Pick Your Path" redemption on this game having good faith that it would be a functioning piece of software upon delivery. I'm used to rough game launches and a few bugs - fine. This is ridiculous.

    The game is unplayable and the response or explanations thus far have been pathetic.

    I want my money back.
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  3. #3
    All purchases are final. Steam, Uplay, Origin does not do refunds and you are by law not allowed to sell you're account.

    It says everything in the rights to agree when signing up for an account.
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  4. #4

    Wrong...

    Originally Posted by diablo_slayer92 Go to original post
    All purchases are final. Steam, Uplay, Origin does not do refunds and you are by law not allowed to sell you're account.

    It says everything in the rights to agree when signing up for an account.
    Please be quiet if you don't know what you're talking about.. All purchases through Origin AREN'T final.

    https://www.origin.com/en-us/great-game-guarantee
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  5. #5
    Originally Posted by diablo_slayer92 Go to original post
    All purchases are final. Steam, Uplay, Origin does not do refunds and you are by law not allowed to sell you're account.

    It says everything in the rights to agree when signing up for an account.
    no amount of tick boxes or hyperbole supersede or overrule consumer rights
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  6. #6

    Exactly...

    Originally Posted by J_Darcy Go to original post
    no amount of tick boxes or hyperbole supersede or overrule consumer rights
    Their no refund policy assumes a functioning product has been delivered.

    Not to mention the application of good business sense.

    I titled my response "if only" because I have ZERO FAITH in this company doing the right thing.
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  7. #7
    F3TiSH's Avatar Junior Member
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    Nov 2014
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    Ubisoft should pay pc players, who purchased this game day 1 for being beta testers. That's basically what you are on pc when new game comes out.
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  8. #8
    Originally Posted by F3TiSH Go to original post
    Ubisoft should pay pc players, who purchased this game day 1 for being beta testers. That's basically what you are on pc when new game comes out.
    While the practicality of this is questionable, it is also worth mentioning that they reduced the price of FC4 Gold from £64.99 to £54.99 (+free copy of FC2), before the game even launched.

    Of course I ordered it at the higher price, not knowing that 5 minutes later they would change the price. Did I benefit from the price reduction or get a copy of FC2? Nope. I don't think it's unreasonable to expect this, but if you need an example then look no further than Amazon.co.uk's price promise on reductions leading up to release. Now THAT is how to treat customers. Take note Ubi.
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  9. #9

    Ditto...

    Originally Posted by J_Darcy Go to original post
    While the practicality of this is questionable, it is also worth mentioning that they reduced the price of FC4 Gold from £64.99 to £54.99 (+free copy of FC2), before the game even launched.

    Of course I ordered it at the higher price, not knowing that 5 minutes later they would change the price. Did I benefit from the price reduction or get a copy of FC2? Nope. I don't think it's unreasonable to expect this, but if you need an example then look no further than Amazon.co.uk's price promise on reductions leading up to release. Now THAT is how to treat customers. Take note Ubi.
    Nvidia did something similar with the "Pick Your Path" promotion.

    Many folks purchased eligible video cards just a few days/weeks prior to the promo - in many, many instances they received their promotion code upon verification of purchase.

    Hopefully they, unlike me, didn't choose this train wreck.
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  10. #10
    Originally Posted by AngryBert-63 Go to original post
    Please be quiet if you don't know what you're talking about.. All purchases through Origin AREN'T final.

    https://www.origin.com/en-us/great-game-guarantee
    This is UNTRUE. I just got a refund from Steam.

    ========= Please enter your reply ABOVE this line =========

    Hello,

    A staff member has replied to your question:

    Hello Mike,

    My apologies for the last reply.

    We would be happy to assist you with returning this preordered title.

    We can either add the amount instantly to your Steam Wallet for future Steam purchases or refund the purchase back to the original payment method (may take 3-5 business days to process).

    Please let us know how you would like to proceed.

    Anytime you wish you can view your question online:
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