My experience with Ubisoft’s Uplay support

guest-bDFV0A4w9 (that’s me) /11/2013 7:41:45 AM:
Hello. December last year I bought a DLC for ANNO 2070: The Financial Crisis Complete Pack from a sale on Amazon.com. By that time I did not have the core game. I just got ANNO 2070 yesterday and installed it via Uplay. When tried to activate the DLC it said „the code is invalid“. I contacted Amazon.com and they told me the code is for a Steam activation – not for Uplay. Also I was advised to contact your support and ask you for help. Can you please provide me with a code for ANNO 2070: The Financial Crisis Complete Pack which can be activated via Uplay? Because I already bought the DLC. Sending a screenshot for my Amazon.com transaction. Thank you in advance for your cooperation and understanding. Yours: Mario Asenov

Peter 9/11/2013 8:39:43 AM
Hello there, Thank you for contacting Ubisoft Technical Support. In order to respond to this email, please update this incident (Please do not create a new incident). Could you please send me a digital image of: 1) Your activation key. When we receive these image we will be able to help you further. Thank you for your time and understanding. Kind Regards, Peter Ubisoft Technical Support.

guest-bDFV0A4w 9/11/2013 12:36:12 PM
Hello again. I’m sending a printscreen from my Amazon.com account, my games and software library. As you can see the first one is „ANNO 2070 – The Financial Crisis Complete Pack [Online Game Code]“ and the Activation Key is clearly visible. I hope the information will be sufficient to resolve my issue. Or if you want me to use a camera to take a photo of the screen while logged in my Amazon.com account – please say so. Thank you in advance. Have a great day! Asenov

Peter 9/13/2013 4:43:12 PM
Hello there, Thank you for contacting Ubisoft Technical Support. In order to respond to this email, please update this incident (Please do not create a new incident). Could you please confirm if you already try steps in link below : https://support.ubi.com/en-gb/FAQ.aspx?platformid=9&brandid=15&productid=3272&faqid=kA030000000eYlKCAU If you have any further queries or issues please do not hesitate to contact us again and we will assist you further. Kind Regards, Peter Ubisoft Technical Support.

guest-bDFV0A4w 9/15/2013 2:10:45 PM
Hello. I have tried the steps described in the link. I still got „This CD Key or Activation Code is not valid. Please try again.“ message. Please help me resolve this issue. Thank you. Yours: Asenov

Peter 9/16/2013 1:49:39 PM
Hello there, Thank you for contacting Ubisoft Technical Support. In order to respond to this email, please update this incident (Please do not create a new incident). In order to investigate this case we would need to test it your game in our testing centre. Please change your Uplay password to the one you can send us in this incident. For example „Ubi00722262“ If you have any further queries or issues please do not hesitate to contact us again and we will assist you further. Kind Regards, Peter Ubisoft Technical Support.

guest-bDFV0A4w 9/16/2013 2:46:55 PM
Hello. I appreciate your effort and time you put in trying to resolve my issue. However you suggestion is unacceptable. Password change and sending the new one to you seems a bit suspicious. If you cannot help me, please escalate the incident to the next level of support. Thank you. Yours: Asenov

Peter 9/16/2013 4:08:29 PM
Hello there, Thank you for contacting Ubisoft Technical Support. In order to respond to this email, please update this incident (Please do not create a new incident). Your case has been escalated to the corrected department for a further look at your issue. Thank you for understanding. If you have any further queries or issues please do not hesitate to contact us again and we will assist you further. Kind Regards, Peter Ubisoft Technical Support.

guest-bDFV0A4w 9/17/2013 6:09:47 AM
Hello. Thank you for the information. I wait further instructions. Yours: Asenov

After a month I contacted Amazon.com again and described my issue. They gave me for free another code for that DLC. Sadly the new code was invalid too. In further emails they explained, that Ubisoft gives them only Steam codes for this DLC, which are not compatible with Uplay. I gave up, when suddenly got ticket update:

Peter 10/30/2013 2:15:47 PM
Apologize for late response. Unfortunately there is nothing we will be able to do as we can provide a Steam cd-key of Anno 2070 so you can use the DLC content and we will not exchange the Steam DLC content for a Uplay version.

guest-bDFV0A4w 11/12/2013 1:05:38 PM
Hello. Your apology is irrelevant. Lets summarize:

1. You provide and sell Anno 2070 for Uplay.
2. Uplay is your own platform.
3. You do not provide DLC content for Anno 2070 for Uplay. You cannot exchange Steam DLC content for Uplay version simply because you do not have a Uplay version for it.
4. You ask users to change their password and send you the new password.
5. You need months to answer that a simple support issue cannot be unresolved.
6. I (and many others) can go on with further flaws in your support, attitude, system stability, pricing, etc.

Please be so kind to answer me, before I close the ticket: Do you think that I am satisfied? What would be my overall customer experience as a user? Excellent probably? Thank you in advance for your detailed, professional, most helpful and quick response. Yours: Asenov

Peter11/12/2013 3:31:51 PM
Thank you for your feedback. Please find your new activation key for your game ANNO 2070 Activation – (some random code) Deep Ocean- (some random code) DLC1- (some random code) DLC 2- (some random code) DLC 3- (some random code) Please activated your game on oyur Uplay account

Well, that’s it. Uplay says either „You already own this game“ (which is true for core ANNO 2070) or „This CD Key or Activation Code is not valid. Please try again.“ for the rest of the new codes.

Uncool.

Едно мнение по „My experience with Ubisoft’s Uplay support

  1. Epic :)
    Да не са стийм кодовете? Пробва ли там?

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