Our story begins with a young fellow looking to download a WW2 submarine simulator to pass the time when it's too wet to go sit in the park and drink paint thinners.
Paying for his purchase via the medium of Credit Card, our cheeky chap is directed to a secure site to download his purchase so he can go sink some japs (not being racist, it's how they talked back in the day. honest!) Unfortunately the software available appears to be not what he ordered and so springs forth the epic saga of...
Mr Stella and the Fuckwits at Ubisoft!
> Original Message Follows:
> ------------------------
> A customer has emailed Customer Service with a request.
>
> Reasons for contacting Customer Service: DownloadQuestion -
> LostOrder
> Shopper email: Mr
Stella@madeupemailI'mnotfallingforthatoneagain.com
>
> Customer's comments: I have ordered and paid for Silent
> Hunter 4 from
> the following page:
>
http://shop.ubi.com/store/ubiemea/en_AU/pd/productID.177625300/sac.true
>
> However the link sent to my email address downloads a copy
> of the
> Silent Hunter 4 Uboat expansion pack instead. Please can
> you rectify
> this issue ASAP.
>
> Thank you
>
> If an associated request exists, then the following fields
> will be
> completed.
> Order ID: 9823113015
> Order Date: 18 August 2010
> Site ID: ubiemea
> Site Name: The Official Ubisoft
> Customer’s Name: Mr Stella
>
> Products in order:
> Product SKU: 300012446
> Product Name: PC (Download) - SILENT HUNTER 4 - en_AU
> Qty Ordered: 1
> Amount: $19.95
> Digital Rights:
> SH4-V80A-Pxxx-xxx-xxx
----------------------------------------------------------
1st Response:
----------------------------------------------------------
> ----- Original Message ----
> From: Ubisoft AU CS <Ubisoft.en.au.cs@digitalriver.com>
> To: ---------------------
> Sent: Thu, 19 August, 2010 14:48:18
> Subject: Re: DownloadQuestion - LostOrder
> (KMM30125837I11273L0KM)
>
> Dear Mr Stella
>
> Thank you for contacting the Ubisoft Store.
>
> We have received your query regarding you order.
>
> We show that your order is : Silent Hunter® 4: Wolves of
> the Pacific.
>
> The name of your downloaded file is:
>
Silent_Hunter_Wolves_Of_The_Pacific_Uboat_Add-On_DownloadManager_en.exe
>
> - If you selected "Save As" when
> downloading the file, you were
> prompted to select a destination location for the file. If
> you have a
> common location to which you download files (i.e. your
> Desktop or a
> downloads folder), please check there for the file.
>
> If you are unable to locate the file, please re-download
> using the
> instructions below.
>
> 1. Go to
>
http://shop.ubi.com/store/ubiemea/en_AU/DisplayDownloadInformationPage
>
> 2. Enter your order number and password*
> into the "Quick Order
> Lookup" field:
> Order Number: 0
>
> *If you do not know your password, it can be retrieved at
>
http://shop.ubi.com/store/ubiemea/en_AU/DisplayForgotPasswordPage.
>
>
> 3. Click FIND
>
> 4. Click the "Download" button and select
> the option to "Save".
> (NOTE: If clicking the download button does not work, try
> right clicking
> on the button and choosing the option to ’save target
> as’)
>
> 5. You will be prompted to choose a
> location to save the downloaded
> file. We recommend placing the file on your Desktop.
>
> You may reinitiate your download as many times as necessary
> in order to
> obtain a complete download.
>
>
> If you are still having issues regarding your product,
> please contact
> technical support at:
>
>
http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/std_alp.php
>
>
>
> Sincerely,
> Drone #1.
> Ubisoft Store
> Customer Service
>
Ubisoft.en.au.cs@digitalriver.com
> Email ID: 15946845
------------------------------------------------------
Well, I'll give it a try but I think I've already been down that path...
-----------------------------------------------------
----- Forwarded Message ----
From: Mr Stella <I'm not falling for that one...>
To: Ubisoft AU CS <Ubisoft.en.au.cs@digitalriver.com>
Sent: Thu, 19 August, 2010 15:07:23
Subject: Re: DownloadQuestion - LostOrder (KMM30125837I11273L0KM)
Hi Drone #1,
Thanks for your response.
The issue I'm having isn't that the file is lost, it's that when it goes to
install it tries to install the add-on and not the original game.
I.E: When I launch setup, I get the message
"This setup has detected that no version of Silent Hunter Wolves of the Pacific
is installed. This Update requires that a previous version of the application
be installed"
The downloaded setup file is in a folder named Silent Hunter Wolves of the
Pacific Uboat Addon, and is 637mb in size so I presume that is the original game
setup however it will not allow me to install it. Please can you help me rectify
this?
Regards
Mr Stella
----------------------------------------
So in comes Drone #2 to pass the buck
---------------------------------------
> ----- Original Message ----
> From: Ubisoft AU CS <Ubisoft.en.au.cs@digitalriver.com>
> To: Mr Stella
> Sent: Fri, 20 August, 2010 10:57:23
> Subject: Re: DownloadQuestion - LostOrder
> (KMM30148726I11273L0KM)
>
> Dear Mr Stella,
>
> Thank you for contacting the Ubisoft Store.
>
> We apologize for the inconvenience. Unfortunately, we are
> unable to
> assist you with technical support issues at the Ubisoft
> Store.
>
> Please contact technical support at:
>
>
http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/std_alp.php
>
>
>
> Sincerely,
Drone # 2.
> Ubisoft Store
> Customer Service
>
Ubisoft.en.au.cs@digitalriver.com
> Email ID: 15946845
------------------------------------
Cool, Tech support should know what's going on...
------------------------------------
> Customer (Mr Stella) - 08/19/2010 09:52 PM
> Hi, I recently purchased Wolves of the Pacific however your
> site has
> given me
> the U-Boat add-on package instead of the original game. I
> have already
> spoken
> with a couple of members of your sales team and have been
> recommended
> through to
> this site (please see pasted email below for details.)
>
> I ordered the game a few days ago and would very much like
> to play it.
> Please
> can you rectify this issue as soon as possible?
>
> Kind Regards
>
>Mr Stella
--------------------------------------
Whilst Tech Support are on the case, I do a bit of research of my own and find out that it is in fact the wrong file and not an installation error so...
--------------------------------------
Original Message Follows:
> ------------------------
> Hi Drone # 2
>
> After doing some research it appears that this is a Ubisoft
> store issue
> as I
> appear to have been given the SH4 WotP U-Boat add-on pack
> rather than
> the
> original game which I ordered. The file I've downloaded is
> approx 700mb
> whereas
> the original game is over 3 Gb. You can see below that I
> ordered and
> paid for
> the original game however I have been issued with the
> expansion pack.
>
> Please can you rectify this for me as this appears to be a
> retail order
> rather
> than a technical issue.
>
> Regards
>
> Mr Stella
-----------------------------------
Enter Drone # 3...
-----------------------------------
> ----- Original Message ----
> From: Ubisoft AU CS <Ubisoft.en.au.cs@digitalriver.com>
> To: Mr Stella
> Sent: Sat, 21 August, 2010 9:35:26
> Subject: Re: DownloadQuestion - LostOrder
> (KMM30171321I11273L0KM)
> Dear Mr Stella,
>
> Thank you for contacting the Ubisoft Store.
>
> We apologize for the inconvenience that this issue has
> caused you.
> However, we are unable to assist you with this issue at the
> Ubisoft
> Store.
>
> Please contact customer support at:
>
>
http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/std_alp.php
>
>
>
> Sincerely,
> Drone # 3.
> Ubisoft Store
> Customer Service
>
Ubisoft.en.au.cs@digitalriver.com
> Email ID: 15946845
------------------------------------
Where did this come from? Aren't Tech Support on the case?
------------------------------------
> Response (Peter F.) - 08/20/2010 01:21 PM
(*Time discrepancies could be put down to dealing with different offices on different continents, or just my blatant disregard for neatness and organisation.)
> Hello Mr Stella,
>
> I don't know why the Ubishop would send you to us. You have
> obviously
> received
> the wrong download file.
>
> This is a technical support department, we do not deal with
> sales or
> orders, we
> have no information about that. Sales are handled by the
> Ubishop
> support, which
> is a different department. We don't have download links for
> files, we
> don't have
> files to send out. And this is not a technical problem we
> can
> troubleshoot. We
> can't turn your Uboat add-on into the original game.
>
> I hate to send you back... but they never really should
> have sent you to
> us in
> the first place, I don't know what they are thinking. You
> need to
> contact
> Ubishop and ask for a new download link.
>
> Kind regards,
> Peter
> Ubisoft Technical Support
-----------------------------------------
Okay. Let's write back to the drones...
----------------------------------------
Hi Drone # 3,
>
> I have been in discussion with Technical support regarding
> my missing
> Silent
> Hunter 4 program and they have referred me back to
> yourselves(see below)
> as it
> does appear to be more of a retail issue rather than a
> technical issue.
> Please can somebody rectify this problem ASAP.
>
> Regards
>
> Mr Stella
------------------------------------
Drone #2 steps up to the plate to offer up more of the same old bullshit
-----------------------------------
> ----- Original Message ----
> From: Ubisoft AU CS <Ubisoft.en.au.cs@digitalriver.com>
> To: Mr Stella
> Sent: Sun, 22 August, 2010 11:12:23
> Subject: Re: DownloadQuestion - LostOrder
> (KMM30189496I11273L0KM)
>
> Dear Mr Stella,
>
> Thank you for contacting the Ubisoft Store.
>
> We apologize for the inconvenience that this issue has
> caused you.
>
> We understand that you are having difficulty with the
> product you have
> purchased.
>
> We looked into this and we show that the product you have
> purchased was
> Silent Hunter® 4: Wolves of the Pacific
>
> We have resent your order confirmation to the e-mail
> address on your
> order. If you are submitting a rebate, please print out
> either the
> confirmation email or the invoice to use as your proof of
> purchase for
> your rebate.
>
> To view your invoice, please log in to our customer service
> page:
>
> 1. Go to
http://shop.ubi.com/store/ubiemea/en_AU/DisplayAccountOrderListPage
>
>
> 2. Enter your order number and password*
> into the "Quick Order
> Lookup" field:
> Order Number:
> 9823113015
>
> *If you do not know your password, it can be retrieved at
>
>
> 3. Click FIND
>
> You may a...=myq_upd.php&p_iid=16976&p_created=1282269130
Question Reference #100820-000028
---------------------------------------------------------------
Summary: Sales issue
Product Level 1: PC
Product Level 2: Silent Hunter 4: Wolves of the Pacific
Product Level 3: Digital Download Version
Category Level 1: Sales / Ordering
Date Created: 08/19/2010 09:52 PM
Last Updated: 08/25/2010 01:20 AM
Status: Solved
----------------------------------
FUCKING SOLVED!!?!?? WTF? If Colombo 'solved' every case in this manner the streets would be swarming with murderers!
Anyway, I think it's time to give Drone # 2 another Email
----------------------------------
Original Message Follows:
------------------------
Hi Drone # 2
I have been awaiting a response from your escalation team (and hopeful
resolution of this issue) however the only correspondence I have had
from UBISOFT this week is informing me that because I have not responded
to them in the previous 48hrs, my issue has been apparently SOLVED (see
pasted email below)
Now, I still don't have my game so I think this issue is anything BUT
solved!
I am currently working away from home for the next couple of weeks so I
will not be able to download Silent Hunter 4 until I return. I trust you
can use this time to ensure that the correct piece of software is in
place, and not the add-on pack.
Regards
Mr Stella
------------------------------------------
Ok, I'm getting a bit pissed off now but surely they can get it sorted out...
------------------------------------------
----- Original Message ----
From: Ubisoft AU CS <Ubisoft.en.au.cs@digitalriver.com>
To: Mr Stella
Sent: Wed, 1 September, 2010 11:34:11
Subject: Re: DownloadQuestion - LostOrder (KMM30422923I11273L0KM)
Dear Mr Stella,
Thank you for contacting the Ubisoft Store.
We have forwarded this issue to our development team to request the
correct downoad link for the game you purchased. We apologize for any
inconvenience, and we will contact you as soon as we have a response
from them regarding this matter.
Sincerely,
Drone # 4
Ubisoft Store
Customer Service
Ubisoft.en.au.cs@digitalriver.com
Email ID: 15946845
----------------------------------------
Well, at least we have a new Drone on the case. Nothing to do but scratch my arse and wait for a response from the development team
---------------------------------------
---------------------------------------
Still waiting....
---------------------------------------
---------------------------------------
Still waiting....
---------------------------------------
---------------------------------------
Fuck it!
---------------------------------------
To whom it may concern,
It has been two weeks now since I last heard anything from Ubisoft
regarding my
order of Silent Hunter 4 (see below) and I am still waiting for a
response.
I originally submitted my order on August the 18th which is almost a
month ago.
The money has been debited from my account yet I still have no game.
PLEASE RECTIFY THIS IMMEDIATELY!
I would either like: The correct link to be made available for me to
download
(and for prompt notification of this) or B: a physical copy of the game
to be
sent to my Australian address ( your mum's house, blah blah blah) or c:
A full
refund.
Regards
Mr Stella
---------------------------------------
Enter Drone #5...
---------------------------------------
----- Original Message ----
From: Ubisoft AU CS <Ubisoft.en.au.cs@digitalriver.com>
To: Mr Stella
Sent: Wed, 15 September, 2010 0:33:56
Subject: Re: DownloadQuestion - LostOrder (KMM30731167I11273L0KM)
Dear Mr Stella,
Thank you for contacting the Ubisoft Store.
To download your program, please follow these steps:
1. Go to
http://shop.ubi.com/store/ubiemea/en_AU/DisplayDownloadInformationPage
2. Enter your order number and password* into the "Quick Order
Lookup" field:
Order Number: 9819983815
3. Click FIND
4. Click the "Download" button and select the option to "Save".
(NOTE: If clicking the download button does not work, try right clicking
on the button and choosing the option to ’save target as’)
5. You will be prompted to choose a location to save the downloaded
file. We recommend placing the file on your Desktop.
You may reinitiate your download as many times as necessary in order to
obtain a complete download.
Sincerely,
Drone #5
Ubisoft Store
Customer Service
Ubisoft.en.au.cs@digitalriver.com
Email ID: 15946845
