Sometimes, trying to get help out of customer service can be like pounding your head against the wall. Lately, I've been trying to convince Ubisoft to help me with a problem, but they seem intent to ignore my question, and send me the stock answer. So, I figured I'd post my experience here for the amusement of others, blow off some steam, and maybe hear a few good stories from you guys. Here's the transcript (with commentary) of Ubisoft's "Solution Center" help:
Original problem:
Ok, just for a little clarification, this game was a present for my wife, and as stated, I did some research before going to their site for help. Also, I've owned the system for about 2 years now, and have synced remotes before, as we often borrow my brother-in-laws remotes when we are having friends over.
Auto Response:
Great, a link to a page that tells me how to sync my remote. Granted, it is an auto response, but not a helpful one. Also, every time they respond (even with the auto response) it changes the status of my question to "Solved" without checking with me. Well, maybe if I clarify my situation a bit more, a real person will come along and help me...
Clarification (Or attempt #2):
Simply by updating my question, it changes the status back to "Unresolved". Now, to get an answer.
Response (Jason):
Um, isn't that exactly what the page the auto responder sent me to said? And, am I not making myself clear, or is this guy being lazy? Stupid "Solved" status. Well, one more try...
Running Out Of Patience (Or, Attempt #3):
There, that should set things straight. Yay for the "Unresolved" flag going back up. Maybe this time I'll get a real reply...
Next Day:
What.... The.... $%#^?*!@
Seriously, that was bull. I am debating writing a complaint to the company, but I'm sure I'd just get the auto responder telling me I need to make sure to push "send" or something equally stupid.
Come, help ease my pain by sharing your Customer Service Horror Story *ominous thunder*
Oh, and if anyone has any clue on what's wrong, I still haven't figured it out. Send me a message.
Original problem:
I recently purchased your Family Feud 2010 Edition game for the Nintendo Wii. I have been experiencing a unique problem when attempting to play with 2 players. I have both remotes on and synced up with the Wii system. When the game loads, both controllers will flash off for a second, then whichever controller is controller 1 will flash back on, but the second controller will not respond. It acts as if the controller is not synced with the system, but repeated tries to sync the second controller do nothing. We have tried this alternating which controller was first, and it is always whichever controller is second that refuses to respond. We have tried putting in other games afterwords, and both controllers respond normally in the Wii menu and in other games. I have searched around and have not found any information on what is causing this or how to fix it. Any help you can offer would be much appreciated.
Auto Response:
Title: How Do I Synch My Wii Remote?
Link: http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/std_adp.php?p_faqid=12174&p_created=1198863251
Link: http://ubisoft.custhelp.com/cgi-bin/ubisoft.cfg/php/enduser/std_adp.php?p_faqid=12174&p_created=1198863251
Clarification (Or attempt #2):
As I stated in the original question, both Wii remotes are synced with the system before and after the game. It is only while playing the game that the remote acts as if it is not synced. When I exit the game, the 2nd remote behaves normally, without having to sync it back up. Also (as I stated) the 2nd remote refuses to sync up while the game is in. I am fully aware of how to sync my Wii remote, and am confident this is not the problem.
Response (Jason):
Trevor,
From: Nintendo's Support Website - http://www.nintendo.com/consumer/systems/wii/en_na/setupWiiRemote.jsp#Synch
Standard Mode Synchronization
Note: Make sure you have placed batteries in the Wii Remote.
1. Press the Power button on the Wii console to turn it on.
2. Open the SD Card Slot cover on the front of the Wii console. Remove the battery cover on the back of the Wii Remote you wish to sync up.
3. Press and release the SYNC button on the inside of the SD Card compartment on the console. Press and release the SYNC button just below the batteries on the Wii Remote.
4. When the Player LED blinking stops, the syncing is complete. The LED that is illuminated indicates the player number (1 through 4).
This procedure must be followed for each additional Wii Remote added to your system.
From: Nintendo's Support Website - http://www.nintendo.com/consumer/systems/wii/en_na/setupWiiRemote.jsp#Synch
Standard Mode Synchronization
Note: Make sure you have placed batteries in the Wii Remote.
1. Press the Power button on the Wii console to turn it on.
2. Open the SD Card Slot cover on the front of the Wii console. Remove the battery cover on the back of the Wii Remote you wish to sync up.
3. Press and release the SYNC button on the inside of the SD Card compartment on the console. Press and release the SYNC button just below the batteries on the Wii Remote.
4. When the Player LED blinking stops, the syncing is complete. The LED that is illuminated indicates the player number (1 through 4).
This procedure must be followed for each additional Wii Remote added to your system.
Running Out Of Patience (Or, Attempt #3):
f you would please actually read my question, I have said multiple times, the problem is not with syncing the remote to the wii system. I know how to sync the remote to the system, and on the off chance that it did need to be synced, I tried that. It did not work. I stated all this in the question. I also stated in the the question (and my response) that the second controller worked fine WITHOUT HAVING TO RE-SYNC IT as soon as I exited the Family Feud Game, as soon as I returned to the Wii menu. It worked fine with every other game I tried, without re-syncing the remote, and without restarting the system. The only time the remote did not respond was while I had Family Feud loaded. I am fully aware of the method to sync a remote to the Wii system. This is not the problem. Please, please, try to at least respond with this in mind. Further information on how to sync a wii remote is not needed. I would appreciate it if you could give me some other advice or information. If you don't know what else the problem is, kindly say so and I will seek information elsewhere. If you manage to actually read this, I would appreciate a rational response, fully addressing my problem that is not another re-hashing of how to sync my remote. Thank you.
Next Day:
Status: Solved
Seriously, that was bull. I am debating writing a complaint to the company, but I'm sure I'd just get the auto responder telling me I need to make sure to push "send" or something equally stupid.
Come, help ease my pain by sharing your Customer Service Horror Story *ominous thunder*
Oh, and if anyone has any clue on what's wrong, I still haven't figured it out. Send me a message.
I wish you much luck though.