Did I Earn This Headache?
Ubishit supports are pretty slow. I've had to wait for 3 days just to fix a small problem before. Have to mail them another time to remind them about my problem.
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I was getting worried I was going to do the same, and then follow up with a reminder email about the reminder.
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I made a thread about ubisoft support some time ago. Even though my pc meets the minimum and recommended requirements the crew wouldnt run properly, which I especified as PERFORMANCE ISSUES. I was a fool in contacting ubisoft, which basically spend most of the time instructing me to repair a corrupt installation.
Eventually I just gave up.
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That doesn't surprise me. If it were not for the apology at the end of this chat, I'd of completely thought I was only communicating with a bot. Since most bots have a limit to what they can understand, and the options they have for responses are equally limited they have a tendency to lead you right down a damn rabbit hole. Sounds like you enjoyed that trip in your experience. Sorry to hear that... and that you paid for a game you weren't able to play.
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Nah fortunatly it was a free one, which some people blacklisted me because they think I am not entitled to support due to that. Edit: Although the employee wasnt aware if I had purchased or not.
When I wrote down my evaluation of the support as bad, another representative began to talk to me and he was less clueless, still the answers were taking too long and being basic "have you updated your drivers?" even though I explicitly wrote down that I had, so I said "this isnt going anywhere" and just closed it. Edit: Also there was the fact that the ticket was closed automatically because "I hadnt responded" 3 times when I was waiting on their end.
This isnt just a problem with Ubisoft though, I read plenty of horror stories on steam too (fortunately all the issues I had with them it was solved quickly).
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Also there was the fact that the ticket was closed automatically because "i hadnt responded" 3 times when I was waiting on their end
I almost ran into that, but it popped up a timer saying it was going to close even though it said the agent was typing... that was odd.
This isnt just a problem with Ubisoft though, I read plenty of horror stories on steam too (fortunately all the issues I had with them it was solved quickly).
I guess I could have just as well left the Ubisoft name out of it, because it was more my frustration with the tech than the company. I suppose my ultimate disappointment with Ubisoft was that the tracking number wasn't provided in the first place... that's a pretty basic piece of data most companies provide and most customers want. You're right though, there are plenty of other stories, and about plenty of other companies.
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At the same time we get angry that BASIC stuff get ignored (like your case, your intent was obvious) I can also understand the support guys in a way. They probably get waaaaaaay too many tickets that are plain crap, and develop a habit of not reading properly due to a high volume of things to answer.
I help on steam portuguese forum and the amount of people who cannot do a basic google search or assume we know things (like a user saying he bought a game and it havent arrived, but dont say WHICH method of payment he used. Or that a game run slows but doesnt specify his specs) is staggering.
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Out of all the supports I've had to go through, I'd have to say HANDS DOWN, that Ubisoft's support is the absolute worst. Steam's support is bad, but not quite as bad as Ubisoft. Don't have the screenshots anymore because my hard drive crashed, but basically they sent my account information to an e-mail that wasn't registered with my account and when I called them out on it, they acted as if nothing had happened at all. It's worth noting that it took a day and a half just to get an initial response.
Edit: I had to reset my password, and there would never be a reset e-mail sent to me, so I had to create a ticket. Basically, Fuck Ubisoft
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basically they sent my account information to an e-mail that wasn't registered with my account
That trumps any lodged complaint I've ever heard from anyone.
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Ive been waiting a week now for them to get back to me since a code I was sold in store is not working and I have a feeling the store wont be able to do much about it.
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That is one of those things company's will generally turn around quickly as they can query your account for activation, and search other accounts for the defunct code to see if it was used elsewhere or just no good in the first place.
Although I think your issue by far surpasses mine, I think the frustration kind of comes from the same place. These kind of problems are often non-issues because (as with your case) most companies can rectify that quickly. In my case; most companies don't have to resolve an issue as they just provide you the tracking number by default and never require a support inquiry.
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Maybe the guy was new and asked someone in the background while you where writing. Most of these guys don't live and work in europe or the states but for example in india and maybe he didn't knew that a tracking number is a normal thing (or he didn't knew where to find)...
In the end you got the number so that's good. :) Try to solve a problem with german dhl and you know what pain is.
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Maybe the guy was new and asked someone in the background while you where writing
Totally possible.
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Alright peoples... I just wrapped up a mind-suck that may require at least 800 mg of ibuprofen (or more).
Last week I ordered a couple of titles through UbiSoft's store. This is the first time I have ever ordered physical discs through their store, but the sales where for Xbox One physical discs, and it did not appear that they had digital version available for anything but PC.
Once the order was completed, the order page switched from stating that the order was processing to stating it had shipped. Unfortunately, they do not provide a tracking number. So I started digging around to find out where I could find that information. Then I discovered that I needed to send a request to support for the number.
I went to the support page, and submitted a ticket with the following three options:
I submitted the request perhaps 36 to 48 hours ago, and never received so much as a confirmation for the submission (which seems like an industry standard these days). I then opted to give chat a shot. As with most support chats I needed to provide preliminary information. In this case I provided two lines:
So the chat begins, and it runs for a good 30+ minutes primarily due to pauses on the support staff's end. It did ultimately result in me obtaining the tracking ID. What I'm wondering is; was I too vague? Was I not making my intent clear? Would you have been confused by my inquiry?
Share your thoughts... I just felt I needed to vent... but perhaps the support person on the other end feels the need to do the same...
I tossed up screenshots of the chat (with redaction only where necessary) so that you can have a slightly better understanding of both sides... although I understand it is completely impossible for me to explain his side of the story no matter how hard I would try.
The last pic is just a random one for fun.
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