Ubisoft's Heroes 6 Still Unplayable, but Support is Worth a Laugh
My latest direct experience with game support laxity continues, but we have managed to add a couple additional forms of corporate ass-covering that are worth a bit of examining. As a brief summary, anyone who purchased Might and Magic Heroes VI on Steam during the recent sale is completely unable to play the game, with the game installing and then displaying everything as locked and needing to be purchased. I, wanting to play the game I had given Steam money for, submitted a support ticket while waiting for progress.
The emailed response to my support ticket is the image above, and a few things stick out to me as being a combination of very blatant corporate buck-passing and likely some extremely harried support staff. Here's the text from the image above.
Recently you requested personal assistance from Ubisoft Support. Below is a summary of your request and our response. If you require further assistance, please click on the link below to update your ticket.
We will assume your issue has been resolved if we do not hear from you within 4 days. You may reopen and update this ticket at any time by clicking on the link below.
Thank you for allowing us to be of service to you.
If your issue remains unresolved, please update your question by clicking HERE after reading the response below.
Chad @ Ubisoft Support wrote:
I apologize for the inconvenience you have experienced, as I'm sure it can be very frustrating. This is currently an issue we are aware of and have forwarded up to our development team. Please be aware that they are hard at work resolving this problem. I do not have a time-frame quite yet but will be updating you with further information once it is received. Thank you for your time and patience.
First, I notice the response tells me Ubisoft will consider my issue corrected if I do not reopen the support ticket within four days. While I can appreciate this specifically as a method of reducing server traffic by limiting emails simply confirming something is working as intended, I also take offense to the idea that it is up to me to remind them if they have not actually fixed something. When that something is a bug rendering a game entirely unplayable for at least hundreds of people, if not thousands, it seems extremely half-hearted and self-defeating.
Does Ubisoft expect people whose issues are not resolved to simply open another support ticket? Would that not increase the number of needless emails, rendering the efficiency argument moot?
Even more frustrating is the second part, the actual seemingly-human response to my specific issue. A blanket statement on its own is already frustrating, particularly to such a major bug as hundreds of games being completely unplayable. When that statement specifies there is no specific time frame for the problem being fixed right after I have been told my issue will be considered automatically resolved within a very specific time frame, it skips frustrating and goes straight to bullshit.
Ubisoft? Please give me a reason to be patient. The more I see and hear and try to actually get this problem fixed, the more I am inclined to simply demand my money back. Us dirty consumers would honestly prefer we not have to demand our money back.
McLain AndersonMay 6, 2013, 7:03 pmColumnistI remember when Ubisoft used to be a rather reputable company. Rayman was awesome, Assassin's Creed 2 mind blowing, but the push for uplay really hurt my opinion of them. And now this (your article) is heart wrenching xD