Ubisoft
www.ubi.com

Having purchased the FPS game Call Of Juarez to install on a Windows Server 2003 machine located at an ISP I discovered just how bad UBISoft customer service is. Now not checking to see if the game would run on server 2003 is my fault but everything else that happened after that illustrates how bad UBISoft CSR's can be.

As the game wouldn't run on Windows 2003 I thought I may as well play the game on my gaming computer and just enjoy the game. What I got was a frustrating 3 hour period of "will it work this time" trying to get the game registered online. They have an automatic system which of course doesn't work and the manual activation takes you to their so called support pages. I have never seen anything as convoluted as their support pages. In trying to get help on the subject of manual activation, there is no direct link or even mention of such a system on the page you are taken to from the registration box, you are now thrust into a loop of click this then this then this and viola, your back where you started. Their FAQ section has nothing on manual activation. Searching the FAQ also brought nothing usable.

The following link will show the way "Jason" the UBISoft CSR took the time to tell me I was being threatening and abusive (let me ask you, if you work in a complaints department are you expecting pats on the pack?) while completely missing the opportunity to help me solve my problem.

http://www.u4ea.cc/files/ubisoftpoorservice.mht In his response to me he states that UBISoft policy includes discussions being escalated to a manager in the event that upset people like me don't come across all sunshine and lolly pops. "If you feel that your problem has not been handled in a timely, courteous, and professional manner, please ask that your incident be transferred to the Technical Support Manager for further review." Did I ever hear from a manager? No. I was simply ignored by this obviously power tripping CSR.

So in the amount of time and space it took for Jason, the UBISoft representative, to tell me that I was being violent and threatening he could have sorted out my problem but instead he decided to completely misinterpret my request and took things personally. I know it's a bit of reading but I recommend that you click on the link and read the discussion yourself to see what I am going on about. Basically the message is don't buy UBIsoft products if you're the type of person who can't afford to lose $50 or if you expect technical service.

End result is that I have a game I paid for and downloaded from Direct2Drive but can't play because some ill equipped CSR is unable to understand the difference between threatening and an upset client.