ComplaintsforUbisoft Entertainment, Inc.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  their game uno has been broken for over 6 months and Ubisoft knows its broken but have not fixed the game even though it crashes right at the beginning and they still be selling the game on Xbox even though it does not work

  Business response

  12/05/2022

  
  Hello,
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this issue with Uno crashing has been and I sincerely apologize for any stress it has caused. 
  
  If you have an open Support case, I have not been able to locate it based on the information provided. We are aware of the crashing issue for UNO on the Xbox consoles and have forwarded the information to our developers. 
  
  It seems like these crashes mainly seem to happen, when players are using their main account, on which a server profile has been present for a while already. While we did try getting these server profile reset for players before, it sadly didn't fix the issue. 
  
  Instead our developers are now working on a new build for UNO, which possibly will fix these crashes. As we sadly didn't encounter the problem ourselves yet, we would require your help as an affected player. Our developers would like to ***** you access to the new build and would need your "Xbox network device ID" for this:
  https://support.xbox.com/en-GB/help/hardware-network/warranty-service/find-xbox-one-kinect-serial-number
  
  Please upload an image of your "Xbox network device ID" to your case, so we can forward it to the developers, who can then ***** you access to the new test build.
  
  In this situation for the sake of privacy, please create a case with our support team to provide this information rather than uploading it to the BBB case. You can do this through this website: https://www.ubisoft.com/en-us/help  
  
  If you scroll down to the bottom of the page, you will see an option that says Contact Us, click here to create your case 
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have. 
  
  Kind Regards,
  ****
  Ubisoft Support

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Having an issue with Ubisoft *********** have a similar issue to another one posted on this thread. Where my Xbox gamer tag is linked to an old email that I no longer have access too, and I am unable to receive the verification email required to unlink my gamer tag from that account, and link it to the one I am currently using. This has become frustrating because I have been going back and forth with them for days, and am unable to proceed further. Also this prevents me from accessing all of the features of the games they provide. At one point I thought they may have had the wrong email and mentioned it but was faced with the same response that nothing could be done till I accessed the email account. It is again frustrating when this could be cleared up with verification of the gamertag, but they keep repeating that they need to me access a email I no longer have the ability to access. Any help in resolving this matter would be greatly appreciated, thank you.

  Business response

  11/29/2022

  Hello,
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this situation with your console account has been and I sincerely apologize for any stress it has caused. 
  
  We take account security very seriously. In this case I have gone ahead and unlinked the Xbox account, PixelKaiju, from the original Ubisoft account so it is free to link to another account.  I will also start the process of closing the account to avoid any future headaches for you! 
  
  I do see that there is an Xbox account linked to the new Ubisoft account. If this is the account that you would like to link PixelKaiju to then please let me know (either here or through your open Support case, ********) so that I can assist with the process of unlinking the current console account for you. 
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have. 
  
  Kind Regards,
  ****
  Ubisoft Support

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an online digital game for 30 dollars. when I downloaded and tried to play it I couldn't. The game kept freezing and crashing. So I contacted Ubisoft and asked for assistance. The agent then asks me to send my files so they could look over the problem/ after the agent look over my file they tell me that my pc doesn't meet the minimum requirements to play the game. So I ask to be refunded. they then proceed to tell me that i cant get a refund because I have played the game for more that 2 hours which according to their policy no refund after 2 hours of playtime/ I haven't played this game over 40 sec .The game in question is Assassin's Creed Odyssey. I have attached a screenshot showing the amount of time that I have played this game.

  Business response

  11/28/2022

  Hello,
  
  My name is *********; and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  
  I would like to apologize for the experience you have had in this case with Assassin's Creed Odyssey crashing. Your time is valuable and these investigations need to be handled as efficiently as possible. I understand that this has been incredibly frustrating, and I have been working with the appropriate teams to make sure we find a solution as quickly as possible.
  
  In working with the relevant team we were able to determine that your system does not meet the minimum requirements and we will proceed with the refund as requested. You will be hearing from someone on the Store team on your open Support case, ********, soon!
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kindest regards,
  ****
  Ubisoft Support

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What a useless and money mongering company. You rave about a game that just came out and what it "included" only to provide false advertisement to your consumers. This year just dance 2023 cost an extra $20 more than previous years to have HUNDREDS less games included in it and then have the audacity to charge more money for "just dance plus" which is A JOKE. YOU DON'T HAVE ANY OF THE ***** FROM PREVIOUS YEARS. took away something that kept consumers coming back. You will be losing a LOT of customers because this will be posted across MANY aspect of social media in many forms letting others know what an absolute waste of money this is. You need to truly fix this. bring back just dance unlimited or I can guarantee you this will not ever ****** as much attention as in years past. yall have FAILED your consumers.

  Business response

  11/28/2022

  Hello,
  
  My name is *********; and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  
  I sincerely apologize for your experience with Just Dance ********************************************************************************************* place of Just Dance Unlimited. I was investigating with the Just Dance team a bit and I do see that there are plans to regularly update the Just Dance+ catalog with additional songs. 
  
  https://www.ubisoft.com/en-us/game/just-dance/2023
  
  I would be happy to forward your information to the Just Dance team as feedback on the changes. In order to do so having the information for your Ubisoft account or any open Support tickets on this issue would be incredibly helpful to forward with the feedback. 
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kindest regards,
  ****
  Ubisoft Support

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an email address for 25 years (yahoo) many reasons i decided to delete the account. I have purchased many Ubisoft games i. The past and had no issue (didnt know there would be one) associated with my xbox gamer tag. One day i try using features that can only be used when logged into an ubisoft account i remember my credentials so tried to log in to change it. It is trying to force a password reset sent to an email address that does not exist and yahoo says will never be able to be recovered (as it is so old and they only make or recover myyahoo or within 30 days of deleting. I deleted this email many years ago. I tried logging in with my xbox and microsft credential which just kicked me to a link my account page which only gives me an error. I tried customer support and was able to prove many way my gamer tag and email attached to it but they refuse to do anything nor answer any of my questions. Now the games i have paid for cant use many of the in game features because my gamer tag is being held hostage for something that should be a simple solution as i have and can prove my gamertag. Dealing with customer support has been a nightmare. No wonder and pretty much all forums Ubisoft gets the lowest rating for customer support. There are many ******* video pointing out how bad it is even. So i am stuck with errors on my xbox account and cant play the games with the features i paid for Because there is zero logic used. It will not even let me change the email on Ubisoft connect within my own xbox or ********* account! It is stuckon the okd email that does not exist! Why even have a cannot access email linked to Ubisoft account on your web page knowing customer support will only tell me to access that account which cannot be accessed? Nor ever recovered. I even paid for the yahoo support service and still they cannot recover it. So how can i access an email that is not accessible? Stop holding my gamertag hostage!

  Business response

  11/10/2022

  Hello, 
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  
  I have been able to thoroughly review your Support cases as well as the account where your Xbox is linked and I would be happy to move forward with unlinking the Xbox account.  
  
  You can link it to your current account at your earliest convenience. You can follow the steps in this link to do so: 
  
  https://www.ubisoft.com/en-ca/help/account/article/linking-other-accounts-to-your-ubisoft-account/000075524
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have. 
  
  Kind Regards,
  ****
  Ubisoft Support

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  UBISOFT SUPPORT TICKET #******** This is a continuing complaint on how UBISOFT keeps blocking players from accessing their legally purchased games with subtle covert reasons and delays.I requested a reason why my key no longer works after 10yrs. They requested screenshots of my proof of purchase and copy of the key. I provided those. Next they requested screenshots that were not corpped, I did not see the reason in that, but i complied. they still stated that they have to see the whole screen including clock. This bothered me as it has ntohing to do with the screenshots provided. This feels very invasive, ans I could have icons and other items on display that has nothing to do with the reason why the key does not work or how I could get it to work again. Once again we see the constant excuses UBISOFT makes to prevent players from accessing their games that they purchased legally. Support system is broken.

  Business response

  11/08/2022

  Hello,
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress the issue with accessing Heroes of Might and ************** has caused. 
  
  I am sorry to hear about your experience with Support asking for images. I recognize that this is not ideal but I assure you that we are doing it in the interest of keeping your account secure! 
  
  I have thoroughly reviewed your Support cases and account information. Based on what I was able to find during my investigation - the Steam key was activated on an account that was closed. 
  
  In most cases once an account is closed the content is gone. In this situation I was able to secure a new Steam key for you for Might and **************. I have updated your Support case ******** with the information for security.
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have. 
  
  Kind Regards,
  ****
  Ubisoft Support

  Customer response

  11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  To the business, please refer to the support reply

  
  
  Sincerely,
  
  **********************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase on 10/13/22 from the Ubisoft Store at us.gear.ubisoft.com/ for $271.63. Of the 7 items I paid for, I have not received 4 items (all fine art prints) that I was able to purchase totaling $94.96. I have not received a refund, either. I have 2 issues:1) They allowed me to purchase something that was "unavailable" but still is for sale on their site. I have a feeling that their online listings were erroneously priced, which is likely the real reason they refused to send me the items I paid for. The largest size appeared to cost the same as the smaller size art print. I paid for these items and feel they should be sent to me. 2) They took my money for items that are "unavailable", mentioned but didn't process a refund, and I am not getting anywhere with customer support. If it's unavailable, why is the item still listed and purchasable today? https://us.gear.ubisoft.com/Amazing-*****/ . They are lying or neglectful to their consumers. On October 16, 2022 I was notified that 2 of the items I purchased were not available, stating: "Due to an unforeseeable error, our store pages for the Hologram and Amazing ***** prints from your order were offered in a sizing option that is not available for the print type selected. As such, we've been forced to cancel these items from your order and a refund has been issued to the payment method used to place the order."The other print "Pen is Mightier" was not mentioned, which I paid for 2 of, and I still did not receive either of them. It seems like they have no clue what's going on and are just taking people's money. I contacted Ubisoft support again on my order number ***** on November 2, 2022. I spent an hour on the online chat window with the agent. They noted the refund was NOT issued, yet did not initiate a refund. They "escalated" my issue, and I have not heard back. The refund or items is still not received to date on November 7, 2022. I WANT MY ITEMS I PAID FOR

  Business response

  11/09/2022

  Hello,
  
  My name is *********; and Im the Critical Issues Specialist here at Ubisoft Support. I would like to apologize for the experience you have had in this case.
  
  Your time is valuable and these investigations need to be handled as efficiently as possible. I understand that this has been incredibly frustrating, and I have been working with the appropriate teams to make sure we find a solution as quickly as possible. 
  
  We very much appreciate your report on the issue with the store allowing purchases that are not valid and we are currently investigating it.
  
  I have just confirmed with our Store team that they have reached out regarding this order and that the refund has been re-issued and the extra print for "The Pen is Mightier" has been cancelled as requested. 
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kind Regards,
  ****
  Ubisoft Support

  Customer response

  11/09/2022

   
  Complaint: 18370673
  
  I am rejecting this response because:

  They refunded me and now its not the right amount. I was credited ***** to my Venmo for a refund. I dont think they see i had quanity two of one of the unavailable items (see invoice). The items i didnt receive total ***** plus whatevet applicable tax. 
  
  Sincerely,
  
  Desire *****

  Business response

  11/11/2022

  Hello,
  
  Thank you for getting back to me. I sincerely apologize for the confusion with the refund! Per your request on your open Support case, ********, we cancelled one of the "Pen is Mightier" prints. The other is currently in production and will be shipped out soon. You will receive an update with the tracking information once it has shipped.
  
  I once again apologize for the confusion and thank you for your patience! If you have any other questions or concerns please don't hesitate to let me know! 
  
  Kind Regards,
  ****
  Ubisoft Support

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RANSOMWARE PRACTICES.!Many users today still use windows 7, and are quite comfortable with it. Many games were purchased from this company. In order to play these games, UBISOFT implements a "client" to verify you own the game in question, before you can play it. As of late, their client has been updated NOT to support windows 7 (this is indifferent to the game, which does work on windows 7) and therefore, users with windows 7 cannot make use of the client and therefore are unable to play the game they legally purchased. In short it is a RANSOMWARE mentality -"... upgrade to windows 10 like we did, or you cannot unlock your game to play". To make matters worse, a secondary issue has reared it's ugly head: "FORGOT PASSWORD" no longer works. There are also countless complaints (unanswered) that are presented in the forums. People have accounts that the forgot their password, but the system does not send them "a link to reset the password" neither in the inbox or the spam.

  Business response

  11/07/2022

  Hello,

  
  My name is *********; and Im the Critical Issues Specialist here at Ubisoft Support.  I am truly sorry to hear about the issues that you are experiencing with Windows 7 as well as being able to reset your password. I understand how frustrating this has been and I sincerely apologize for any stress it has caused.
  
  Regarding the issues that you are experiencing with Windows 7 being compatible with Ubisoft Connect;  I was able to confirm that we recently stopped supporting Windows 7 as the operating system is no longer being supported by the manufacturer. You can read more about this here:

  https://www.ubisoft.com/en-gb/help/connectivity-and-performance/article/ubisoft-connect-pc-compatibility-with-windows-7/000102431
  
  I would like to apologize for the experience you have had in this case. I have been working with the appropriate teams to ensure that you feedback regarding the system requirements being updated gets in front of the right people.
  
  If you are wanting a refund, I will need to inform you that unless the item was purchased through the Ubisoft Store, we are not able to provide a refund. If you are seeking a refund, you will need to contact the vendor where you purchased the game.
  
  If you have any questions regarding this, our Refund FAQ has detailed information on our refund policy: https://support.ubisoft.com/Article/000062176
  
  Regarding the trouble that you have been experiencing with updating your password; I have sent a password reset from my side. Please check to see if that email has come through to allow you to update the account. If you did not receive it, please let me know!
  
  Thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kind Regards,
  ****
  Ubisoft Support

  Customer response

  11/07/2022

   
  Complaint: 18362924
  
  I am rejecting this response because:

  Hi, sorry I had to go to this extreme to get an immediate response, however this is an issues that thousands of users are experiencing with the (compatible) games with windows 7 including myself. This is not a matter of compatibility/support of windows 7. The games purchased work with windows 7 (as stated in the minimum requirements)
  

  Here is a simplified reason why I am rejecting:

   

  1. All games purchased work fine (and are listed as compatible with windows 7)

  2. These games are BLOCKED by the UBISOFT CONNECT CLIENT since the client only supports windows 10+

  3. Since users choose (for one reason or another) NOT to use WINDOWS 10, we cannot play our games that we purchased (RANSOMWARE? ergo "... upgrade windows 10 or we will not let you play the games you purchased")

  4. UBISOFT CONNECT only purpose for these situations is to validate the ownership of the game.

  5. UBISOFT CONNECT IS NOT a part of the game, nor is it needed to play the game outside of the ownership validation.
  

  5. Since the UBISOFT CONNECT will not run/load on a windows 7 rig, game cannot be accessed (BLOCKED) thus prevents users of windows 7 access.

   

  I DO NOT WANT  A REFUND. I enjoy the game (preferably on steam).

  Only Acceptable resolution: REMOVE THE UBISOFT CONNECT ON GAMES THAT SUPPORT WINDOWS 7, BUT NOT ACCESSABLE DUE TO UBISOFT CONNECT CLIENT. This way we can play these games that we purchased.

   

  Password fix: Make sure the "FORGOT PASSWORD" is fully functional. Going to BBB to get attention in this matter is not acceptable when your web designer can revisit the source and update/fix it.

  
  
  Sincerely,
  
  **********************

  Business response

  11/15/2022

  Hello,
  
  Ubisoft is appreciative of our fans and understands the frustration that upgrading operating systems may cause.  Unfortunately, manufacturer support for operating systems is outside of our control, and once those operating systems cease being supported, we can no longer rely on the security and stability of those systems.
  
  Because you do not want to upgrade your operating system and you do not want a refund, there are no additional workarounds we can offer.  We hope you enjoyed the years of time playing the game, and that if you decide to upgrade your operating system in the future, you will come back and enjoy the game as you have in the past.
  
  As for the password reset function, please do let us know if you have been unable to reset your password after using the link that was sent.
  
  Kind Regards,
  ****
  Ubisoft Support

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My PSN has an older account linked to it. I have been communicating with Ubisoft since 9/1/22 and they refuse to help. I have sent them multiple pics verifying my identity, which they asked for, and they still wont help link my new Ubisoft account to my PSN. They said the take security seriously, but they allow an old account, or possibly a fraudulent account, linked to my PSN account. They wont even tell me the account name. I have no way of knowing whose account it is. I could have been hacked and they wont help. *** finally had enough and asked them to delete anything they have associated to my PSN account but I doubt they will. Id even ask for a refund for the games Ive bought and cant play cause my accounts arent linked, but I know that will never happen. I can add copies of every communication with Ubisoft verifying I have sent them every they requested and they refusal to help me.

  Business response

  11/07/2022

  Hello, 
  
  My name is *********; and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating this has been and I sincerely apologize for any stress it has caused. 
  
  I have been able to thoroughly review your open Support case as well as the account where your *** is linked and I would be happy to move forward with unlinking the *** account.  
  
  You can link it to your current account at your earliest convenience. You can follow the steps in this link to do so: 
  
  https://www.ubisoft.com/en-ca/help/account/article/linking-other-accounts-to-your-ubisoft-account/000075524
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have. 
  
  Kind Regards,
  ****
  Ubisoft Support

  Customer response

  11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My accounts have been linked correctly, and my games are now playable. Thank you for your assistance. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The creators of riders republic the video game knew there was bugs when they sold the game. They also lied about in game purchases. On ******* they degrade the buyers by tell them its there gaming system and not there terrible software. I bought this game for me and my nephew to play and we both cant play the game together. Most players cant play events. They need to be responsible for their actions. They said a few months ago all bugs will be fixed by the new season. That new season started a month ago.

  Business response

  10/24/2022

  Hello,
  
  My name is **** and Im the Critical Issues Specialist here at Ubisoft Support. I understand how frustrating the issues with Riders Republic has been!
  
  I was attempting to investigate the issues that you mentioned but I'm afraid that I was not able to locate an account based on the information provided.  If you could please provide the email or username on you account I would be happy to look into the issues that you have mentioned. If you have opened any case(s) with our Support team those case numbers would also be helpful!
  
  I see that you have noted that you are unable to play with your nephew. Could you please elaborate on the issues that you are experiencing with this? I was able to locate a couple of articles about the Multiplayer options in Riders Republic to see if this helps shed any light on what is happening: 
  
  https://www.ubisoft.com/en-us/help/riders-republic/gameplay/article/multiplayer-in-riders-republic/000098383
  
  https://www.ubisoft.com/en-us/help/riders-republic/video/how-to-play-multiplayer-in-riders-republic/4cd6bea4-ea76-4ae0-8634-2ce86614d08e
  
  Again, I sincerely apologize for any frustration this case has caused, thank you for your continued patience in this matter. If you have any further questions or concerns, please dont hesitate to ask. I am very happy to address any concerns you may have.
  
  Kind Regards,
  ****
  Ubisoft Support

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩