U DON’T PLAY

Here’s another letter from the sticks, this time not about Sky Muster.

I have an issue with Ubisoft Support I would like to draw your attention to:

On 2 March 2017 I purchased the game Far Cry Primal via Steam. After installation I happily played an hour or so. When I tried to resume play a couple of days later the game wouldn’t launch and instead saw an error message “This game was already claimed by AFOULON. Please contact Support if you think that is not appropriate”.

I also approached Steam, seeing they were the vendor of the games but received the message: “Unfortunately we cannot support games from other developers.”

Now, I don’t mind so much that there was a glitch in Ubisoft’s account verification, I also can (barely) understand that support personnel can get snowed under. However, the fact the same tardy management continued after the case was officially opened and despite my telling them that all 4 Ubisoft games I purchased via Steam are inaccessible. Andre Foulon

[ Editor’s note: we’ve removed the actual correspondence between Andre and Ubisoft, but for clarity the first was lodged by Andre Saturday March 4, with a follow-up with more clarifying details Monday March 6 and another Thursday March 9. The first response from Ubisoft comes Monday April 3, apologising for the time it took to respond and saying that tickets are usually responded to within 48 hours, and requesting screenshots of the keys used to register the game. Tuesday April 4 Andre responds giving all the detail he can but unable to attach screenshots of keys due to being unable to access the games. A different Ubisoft Support employee responds on Tuesday April 25 telling Andre to log out of the currently logged account and try logging in with a different one. Andre responds Saturday April 29 that he needs Ubisoft to keep the ticket open as his laptop is currently being repaired and he won’t be able to implement the fix as yet. He also makes note that so far it has taken over seven weeks to get any kind of solution. Sunday May 7 Andre reports back to Ubisoft that he tried their fix and the problem remains, attaching screenshots. ]

Hi Andre. We wish there was something we could do other than sympathise with your plight and throw you a free game, but bad customer service and problems have just about become synonymous with U-Play.